How to have employees buy-in of quality procedures. Best practices?

pagnonig

Involved In Discussions
#1
I work as a QM in a large organization HQ (300+ people) and we are still struggling to have people complying to QMS procedures.
Our flow is pretty standard.
We help other functions write the key procedures (mostly interfunctional processes), we publish them in a intranet folder and we audit with scarce regularity.
This is not driving very good result. After some years everything still sounds pretty much as 'quality business'.

I'm sure there are people here that had the same struggles but managed to succeeding.

What is your best practical advice for a real breakthrough?
Any idea is appreciated.
Thank you a lot.
Giuseppe
 
Elsmar Forum Sponsor

Randy

Super Moderator
#2
If this is a real problem, causing actual harm, investigate and if necessary discipline the offenders. If this is something you're blowing out of proportion, rethink what you want and what you're doing.
 

Marc

Hunkered Down for the Duration
Staff member
Admin
#4

KimGr

Involved In Discussions
#5
My opinion is that if they don't take responsibility for it, they will never truly follow it. The new versions of the standard put so much emphasis on the process owner actually owning the process that I am using that advantage to include the procedures. We no longer update SOPs from my group (except for processes we own). We write an NC for procedure/actual process mismatch and assign it appropriately. They have to come through us for compliance approval and we give advice but we won't do their work. Last year, after announcing this "new style" to management, the Doc Control group sent all SOPs out for re-approval. This gave people a chance to review them and request updates if necessary before they were audited. Of course, writing a new SOP isn't the easiest thing so our position on that is, we will write it out but first we request a "process flow" flow chart from the owner. It's an uphill battle that has not been perfected yet but we are making headway.
 
#6
Ah, but taking responsibility and taking ownership are 2 totally different things! Who wrote the procedures/work instructions? Partly it's management and supervisions' responsibility for ensuring people understand the need to comply, but in the creation of such documents is when you need buy-in. I've experienced "honking big binders" of instructions written by engineers with degrees in Engineering - for use by high-school (if we were lucky) grads. No matter what you expect, those people aren't going to "follow" the documents...
 

KimGr

Involved In Discussions
#7
Agreed! The ownership is a work in-process. Much easier to make the procedure match the process and tweak it along with behavior for compliance IMO. I too have played a part in the big honking binder game and 5 page work instructions for something that takes an operator 5 minutes to do! A step deeper than what I said into work instruction territory.......we are simplifying everything by including the supervisors and operators. We are using the LPA process (more lean than Chrysler) and the idea boards to get the operators to suggest re-writes. Most of our operation instructions are down to a page or less now. Basically, I am working a complete re-boot of the management system. I reiterate, it's not perfect or even pretty sometimes and is requiring heavy resources but we are already seeing a payback.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#8
In my experience, this "lack of discipline" is the clear result of failure to position the quality function in the organization. Most operators think: "...my boss is the production manager; why should I listen to this quality guy?..."

I have been advocating it here, for the last 15 years and, finally, the ISO TC176 embraced my position when they included the requirement in the latest version of ISO 9001 (actually it is in the HLS common text) that the quality system requirements have to be embedded in the organization's business processes (ISO 9001:2015 5.1.1.c).

So, in answer to the OP, you fix this by getting rid of QMS procedures and embedding the requirements into the business process documentation, whatever shape or form that is.

Good luck.
 
#9
So, in answer to the OP, you fix this by getting rid of QMS procedures and embedding the requirements into the business process documentation, whatever shape or form there is
Can we also throw in there, these awful document numbering schemes recently discussed, which go to reinforce some kind of mystique - and therefore scare people off (if they don't "get" the ju-ju of numbering?)
 
Thread starter Similar threads Forum Replies Date
W LEAN Implementation - How to get Employees to Buy-In to Change Lean in Manufacturing and Service Industries 12
M Customers Request AS9100 certification - Small Company (less than 20 employees) AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 8
T Control of downloaded document copies by employees Document Control Systems, Procedures, Forms and Templates 3
Nicole Desouza ISO / AS Certification - Small business with less than 100 employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
D Reorganizing responsibilities between management teams and Employees in them ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
D Certifying a "virtual" company with zero employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
eule del ayre Manual Inventory System - Problem is discipline of the employees Lean in Manufacturing and Service Industries 7
M Determining number of employees within the "Scope" of the QMS ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
U Internal auditing - Company employees or contract second party Internal Auditing 10
S Quality System Induction Training for New Employees Training - Internal, External, Online and Distance Learning 16
M AS9100 - Where to start - Small company (10 employees) and I am the Quality Dept. AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 45
S ISO 13485 Consultant Question - The company has 5 part time employees ISO 13485:2016 - Medical Device Quality Management Systems 1
M How to count the number of employees? Other Medical Device and Orthopedic Related Topics 4
N How to ensure our employees don’t grab and use the wrong materials Manufacturing and Related Processes 11
R Remote Support - Calculating Number of Employees IATF 16949 - Automotive Quality Systems Standard 2
M Auditing processes followed by employees placed on client's site Internal Auditing 4
Q Presentation for Employees - Starting the ISO 9001:2015 Transition ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
H How to Establish and Document Competence of Employees in a Small Company ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 13
G Training Employees about Quality - Philosophy / Mind set Misc. Quality Assurance and Business Systems Related Topics 1
Q Lack of Awareness in ISO 9001 - Share a Presentation for Employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
A New company, no employees, Setting up a QMS ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
Stijloor Calculating (3rd Party) Audit Days for Company with Seasonal Employees General Auditing Discussions 3
E Employees in Quality Assurance Jobs Career and Occupation Discussions 2
P Small company of approx 28 Employees - ISO-9001:2008 Guidelines ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
S Customer Corrective Action requests and Sales Employees Promises AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 2
dubrizo If Quality Objectives are not known to employees, is it a Nonconformance? General Auditing Discussions 7
H ROI (Return on Investment) Calculation of Employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
R Training Production Employees When We Have SOOO Many SOPs Training - Internal, External, Online and Distance Learning 9
F What is the scope for "Total Numbers of Employees on site" per ISO/TS 16949 ? IATF 16949 - Automotive Quality Systems Standard 4
A KPI's for Individuals (Employees) Manufacturing and Related Processes 10
M Help with TS16949 Awareness Training for Employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
A How do you motivate employees to follow the QMS? Quality Manager and Management Related Issues 18
K Making a Quality Requirements Handbook for Employees Training - Internal, External, Online and Distance Learning 10
P Audit Man Day Requirements - Small AS9100 Company hiring New Employees AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 18
T What to do when Employees are not following Instructions Human Factors and Ergonomics in Engineering 65
J Evidence of ISO Training for all Employees Training - Internal, External, Online and Distance Learning 27
S Head Count for Employees and Contract Workers Misc. Quality Assurance and Business Systems Related Topics 6
J Employees regard the QA team as the "enemy" Misc. Quality Assurance and Business Systems Related Topics 20
K Evidence for Language Knowledge of Employees Professional Certifications and Degrees 9
M How Employees can overcome Fear of Computers Quality Assurance and Compliance Software Tools and Solutions 14
N Must Employees Be Evaluated Annually? Training - Internal, External, Online and Distance Learning 19
L Requirements for employees personal precision measuring tools ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
S How to introduce new employees to ISO 9001 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
M Certifying a company with two employees to ISO 9001 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
A How to verify and validate the effectiveness of CAPA with regards to employees ? 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 5
R QA Manager and Disciplining Employees for not following Processes Quality Manager and Management Related Issues 28
V Advantages of Training Employees about Health and Safety at the Workplace Occupational Health & Safety Management Standards 19
M Audit Mandays vs. Number of Company Employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
D Number of Audit Days for AS9100C Surveillance Audit (20 employees) AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 7
J Attendance of an Audit - Key Employees will be Absent ISO 13485:2016 - Medical Device Quality Management Systems 16
Similar threads


















































Top Bottom