Monitoring of Processes - Audit of a Call Centre

[somashekar]

Hello.


I'll give an outline of the process:


CSR receives request from customer for product via email > Product created and attached to email > product sent to client via email.

I relation to how be monitor and measure.

In relation to monitoring and measurement, our QM states "we will apply suitable methods for monitoring and, where applicable, measurement of the process" (our QM is just a copy of the standard).

To measure the process output of the process we measure number of complaints and non-conformities, etc, so I am okay with that.

However in relation to the product:

The product is essentially text - basically a PDF document or some text in an email.

our QM states that we will "monitor and measure the characteristics of the product, at appropriate stages and in accordance will planned arrangements".

No monitoring of the product is conducted at all (prior to release).
so the product is created and sent with no monitoring or measurement.

what should I do as an auditor in this instance?

When the standard is reproduced in your procedures you are doing a big harm to yourself. You have to write WHAT YOU WILL DO to monitor and measure your product, and what records of same you maintain.
In your case, I will say that if the product is released by the responsible person having authority to release the same., then the product is reviewed, tested and approved. I have to base it only on the competency, and check competency and authority / responsibility as I audit.

 

[surendro]

Hello,

I have conducted an audit of a call centre and issued the following CAR.

- There is no process for monitoring emails being sent to customers, emails need to be monitored to ensure the performance indicators are being met (we monitor phone calls for 'quality assurance purposes', but we don't monitor emails).

I was told by the auditee that it was not my place to make a comment on this, even though I explained we need to monitor our products to ensure we are meeting performance metrics.

What are your thoughts on this CAR, is it valid?

Thanks for your help.

A nonconformity takes place when it fails to conform to any requirement - either that of the standard or organisation's own. So is it anywhere required that "emails need to be monitored to ensure the performance indicators are being met"?

Further more your statement says - "There is no process for monitoring emails being sent to customers". So as auditor we cannot enforce our own views on the client, unless it is specifically required in some documentation, or by the standard.

Thanks and regards

 

[meow4easthills]

Hello,

Thanks once again for your help guys, this is REALLY helpful!

So maybe you can assist me with my perspective that I had an audits:

Depending on your audit objective, you will have a different way of going about your audit:

1) Compliance to process audit: is to confirm whether procedure meets process (what we doing what we say we are doing).

Example: So if we have a process that states "we will monitor emails" and we don't - non-conformance.

2) Compliance with the standard: The ISO 9001 standard stipulates a requirement, however this requirement is not being adhered to:

Example: 8.2.4 monitoring and measurement of product - Monitor and measure characteristics of product, carried out at appropriate stages, in accordance with planned arrangement. There is no monitoring or measurement conducted of the product prior to release. Wouldn't this be a non-conformance?

I am I on the right track with this perspective?

 

[surendro]

Yes, you are on the right path. Only remember, compliance is used for legal requirements and conformance is used for other (including standard's) requirements.

Thanks.

Surendro

 

[meow4easthills]

Ok cool, thanks!