ISO 9001:2015 - On the Job Training and Records

ISO_Man

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#1
I'm looking at an old internal corrective action relating to a lack of training records for a customer service team. It brings back the question, if someone is hired for a specific role and their ongoing "on the job" training covers a topic, can an auditor expect to see separate records for each discrete task? If part of the customer service agent's position involves handling customer complaints and they were trained on the job to do this as well as dozens of other tasks, there might not be an individual record for their training on that task. Could I use the on-boarding process as a general reference to how employees are trained to do the job? And how specific does the record of on-boarding need to be? Perhaps point to the SOP for Customer Service and then having some indication that all member of the CS team are trained according to that SOP as part of their on-boarding process?
 
#2
I think you can be as detailed as you see fit. I think "onboarding" or "orientation" training is ok for the basic tasks. Just be able to explain or show what that description covers.
 

Sidney Vianna

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Staff member
Admin
#3
, can an auditor expect to see separate records for each discrete task?
Unless it is a self imposed prescribed requirement, an auditor, internal or external, should not expect that level of granularity on the records. If they are any good, the auditor should be looking for evidence that the customer service reps are competent for the job at hand.
 

John Broomfield

Staff member
Super Moderator
#4
In my experience on-boarding an employee into a new role requires close supervision until the supervisor knows the employee can do the job well. Then the supervisor may sign off or mark the competency matrix (or equivalent) so the employee and others know the extent of their competence and that role’s process monitoring reverts to normal.

Granularity, of course, is greater for riskier roles.
 
#5
I'm looking at an old internal corrective action relating to a lack of training records for a customer service team. It brings back the question, if someone is hired for a specific role and their ongoing "on the job" training covers a topic, can an auditor expect to see separate records for each discrete task? If part of the customer service agent's position involves handling customer complaints and they were trained on the job to do this as well as dozens of other tasks, there might not be an individual record for their training on that task. Could I use the on-boarding process as a general reference to how employees are trained to do the job? And how specific does the record of on-boarding need to be? Perhaps point to the SOP for Customer Service and then having some indication that all member of the CS team are trained according to that SOP as part of their on-boarding process?
One way is practiced.
Person is hired, then have a full training for three months, once exam are passed is incorporated into the daily work, but as Sydney said, a good auditor doesn't overcomplicate this issue regarding to gather evidences.
Hope this helps
 

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