How to ask probing questions during Audits..?

L

little__cee

#11
I was under the impression that a "probing" question only meant that it be a question that could not be answered with a "yes" or a "no" answer.

Think of interview questions, such as "Tell me about a time when you had to...." [not really a QUESTION but it gets the person to respond with something other than a yes or a no]

Or just reread Jim & Sydney's posts - good information there!!!
 
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T

The_TBCD

#12
Look at Jim's questions. Get people to talk by asking them to tell you about their jobs.

How do you... ...?
Can you describe/show me how you... ...?

Quite often you do not have to ask a single direct question. You just get them going and ask them to clarify what you did not grasp. That also has the added advantage that it is less likely to push people into a defensive position, thereby giving you a chance to have a discussion rather than an interrogation. There will always be the odd one that clams up, but most people actually like to talk about their jobs.

/Claes
how do this meet the requirements stated by your customer..?
can u show me the last CAR closed in your function..??

Yeap..I understand...
 
B

Bob Bonville

#13
TCBD
I don't know if this will help you pass the exam or not but it will help you in terms of developing meaningful checklists.

Assuming your operating procedures (tiers II and III) satisfy the requirements of the standard, you use those procedures to develop your checklist. Try and analyze the procedure and from the documented "Shalls", "Wills" and "Musts" as stated therein, prioritize them and come up with audit questions that will provide you with a reasonable assurance that the procedure/process is being performed as documented.

Remember, the audit is a representative sample.

Hope this helps

Bob
 
T

The_TBCD

#14
I was under the impression that a "probing" question only meant that it be a question that could not be answered with a "yes" or a "no" answer.

Think of interview questions, such as "Tell me about a time when you had to...." [not really a QUESTION but it gets the person to respond with something other than a yes or a no]

Or just reread Jim & Sydney's posts - good information there!!!
yes..I have answered myself such questions... :)

I will read them...tks
 
T

The_TBCD

#15
TCBD
I don't know if this will help you pass the exam or not but it will help you in terms of developing meaningful checklists.

Assuming your operating procedures (tiers II and III) satisfy the requirements of the standard, you use those procedures to develop your checklist. Try and analyze the procedure and from the documented "Shalls", "Wills" and "Musts" as stated therein, prioritize them and come up with audit questions that will provide you with a reasonable assurance that the procedure/process is being performed as documented.

Remember, the audit is a representative sample.

Hope this helps

Bob
Unfortunately in my company, they have exhaustive checklists for the audits..so I will have to use them to pose questions..

however, This will help me certainly to improve my auditing skills..

I am really amazed at the flow of replies.. Tks to u & all
 

bobdoering

Stop X-bar/R Madness!!
Trusted Information Resource
#16
Look at Jim's questions. Get people to talk by asking them to tell you about their jobs.

How do you... ...?
Can you describe/show me how you... ...?
This is exactly how I identify an audit question! How do you know? followed up byCan you show me? (Can you prove it?) Let them fill in the blanks, ask questions if you do not understand. It will end up being probing enough...

For MSA, You might as "How do you know this is the right gage for what you are doing?" The answer should come from the fact they did a gage r&r, and should have the evidence that they did it for that gage family to prove it. (There may be other technologies utilized for those that may not like gage R&R, but, again, all they need to do is answer the "How do you know?" question effectively - and they are on their way....) :agree1:
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#17
Unfortunately in my company, they have exhaustive checklists for the audits..so I will have to use them to pose questions..

however, This will help me certainly to improve my auditing skills..

I am really amazed at the flow of replies.. Tks to u & all
What says you "have to" use the checklists?
 
T

The_TBCD

#19
This is exactly how I identify an audit question! How do you know? followed up byCan you show me? (Can you prove it?) Let them fill in the blanks, ask questions if you do not understand. It will end up being probing enough...

For MSA, You might as "How do you know this is the right gage for what you are doing?" The answer should come from the fact they did a gage r&r, and should have the evidence that they did it for that gage family to prove it. (There may be other technologies utilized for those that may not like gage R&R, but, again, all they need to do is answer the "How do you know?" question effectively - and they are on their way....) :agree1:
How do you know? followed up byCan you show me?....thas a good tip..!! tks
 
J

JaneB

#20
You may find some useful info here on further "probing questions".

A useful distinction is between closed and open questions. Try Googling for closed questions vs open questions & you should find a lot.

Closed question = one where a single response usually 'closes' the exchange, because it can be answered by just a yes/no or a fact. eg:
  • Are you British?
  • Are you an employee or contractor?
  • Does company policy permit smoking in office buildings?
Open (or open-ended) questions = ones that open up an exchange, invite further information. Good auditors use a lot of open-ended questions! eg:
  • Could you tell me more about how that works?
  • What is the usual practice when that occurs?
  • How does that help achieve the outcome?
Note that both are required, eg, there are times when you want to ask closed questions (Is your correct address 1234 High St?) and other times when open-ended questions are needed.

Nervous interviewers/inexperienced auditors often ask too many closed questions, and not enough open ones.
 
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