Inconsistent Form Content including User Changes

[Rabab]

Hi All,

In the current management system there are a set of forms already defined for users , yet during the audit it was noticed that filled records are inconsistent with the set forms as per below cases for example:

1- Users have changed Form logo
2- Users have changed Form required signatures
3- Users have added some rows
4- Users have changed form type ( From Doc to XLs)

while I was trying to raise an NCR users was not convinced with it , they said as long as the main content in place this will not affect the process so why this should be an NCR.

Can anyone please help how I have a strong point to discuss with the users?

Appreciate your support

 

[John Broomfield]

Rahab,

Don't bother with the NCR.

It takes effort to change a ready-made solution. The users are not disrespecting you, they are suggesting improvements.

The users have given you feedback on the way they need the form to be.

I recommend that you take the various versions of your form and update the controlled version to incorporate the requested changes where you can.

You may find a genuine need for different versions of the same form at the points of its use. If so you may need to add a code so your document coding scheme provides for the control of regional versions.

Prepare yourself to explain the changes that cannot be accepted beyond you trying to impose your will. Changes to the company logo, for example, may be forbidden by your brand management policy.

Then call a meeting with reps of the form's users to thank them for their suggestions and to agree on the forms design so it needs no unauthorized changes.

John

 

[Rabab]

Hi John,

Many thanks for your reply.

I have talked to most of the users and asked them to issue a document change request in case any changes are required , but still they see that no harm applying any amendment to system form as long as it almost looks the same content.

My equations are:
1. Is it correct as a system control to allow this?
2. Is it risky as system standardization o allow this?

Hope I made my point clear!

Thanks in advance,
Rabab

 

[John Broomfield]

Rebab,

Your users are not using the document change request. But they are changing the form themselves. You've not reported if the users change other management system docs willy nilly.

Are the changes reviewed and approved by an authorized person before use? Does it make sense for the authorized person to be at the center or nearer the users/customers?

Are the changes significant? Format changes from .doc to .xls may be done to make the data easier to analyze.

If these changes are stopping the management system from working effectively then you must issue a Corrective Action Request (not an NCR) to improve the document change control process.

Be careful not to dull the spirit of improvement. Users are making and testing changes. This may be valuable to the success of your management system.

It seems to me they are trying to help but not using the change request form. Perhaps the change request process is clunky, slow or ineffective?

Ask the users to help in designing a change control process that works well for them.

John