D
David Hartman
I am in the process of coordinating the implementation of 9k2k in a service center that previously had no documented quality program. In this specific scenario I am finding 9k2k to be much easier to implement.
Most of my effort is being concentrated on ensuring: that management has established a quality policy and objectives; that each major process is defined by inputs, actions, and outputs (I am using standard flowcharting as the tool for this effort); that training needs/competency have been determined (and methods for capturing training records have been defined); that metrics are defined for each process (including measures of customer satisfaction); that an internal audit organization is in-place; that a preventive/corrective action process is defined and implemented; and that regular management reviews are defined and implemented.
Although at first blush this seems like a lot of activity, I feel that it is nothing compared to the efforts that I have worked in the past documenting every activity and yet trying to allow enough flexibility to keep from getting dinged for trivialities. I also feel that 9k2k concentrates more on the "important" aspects of making a company successful, and therefore will be of greater benefit to those that implement it properly.
Most of my effort is being concentrated on ensuring: that management has established a quality policy and objectives; that each major process is defined by inputs, actions, and outputs (I am using standard flowcharting as the tool for this effort); that training needs/competency have been determined (and methods for capturing training records have been defined); that metrics are defined for each process (including measures of customer satisfaction); that an internal audit organization is in-place; that a preventive/corrective action process is defined and implemented; and that regular management reviews are defined and implemented.
Although at first blush this seems like a lot of activity, I feel that it is nothing compared to the efforts that I have worked in the past documenting every activity and yet trying to allow enough flexibility to keep from getting dinged for trivialities. I also feel that 9k2k concentrates more on the "important" aspects of making a company successful, and therefore will be of greater benefit to those that implement it properly.