NC for poorly communicated Quality Policy - Does it add value to an audit?

[AndyN]

Quality Policy communication and understanding is the poor relation to other policies, IMHO!

I've noticed that where lack of an effective communication of certain policies can lead to fines - or worse -management do a lot of enforcement. I remember (from when I sold cars) being warned (threatened with being fired!) about taking cash or checks over a certain amount, without filling in the relevant forms (to notify the Feds). Management could be heavily fined if we didn't comply!!

The same kind of thing applies to safety, employment related policies and such like. So, why do management have problems with Quality Policy - the result is often the same (in financial terms) as paying a fine......

 

[eternal_atlas]

Re: Is it a value or result oriented added audit?

This point is an observation during the internal audit and but in external audit this is a Minon Non conformance for "not understood well by the organisation"

 

[JaneB]

Re: Is it a value or result oriented added audit?

Doesn't matter............

I think our OP is missing the point.............It's not writing and posting that is the problem, communication requires "understanding" to be effective. The policy has to be understood by employees to the point that they as individuals can say how it effects them in their job performance and how they, the individual, help the company turn the promise's made in the policy into reality.

Just posting stuff is not communicating

Yes, I'd agree fully.

Just posting stuff is very definitely not communication!

Communication involves two parties and an act of understanding has to take place. Just talking at someone, or writing at someone or putting up signs isn't effective communication. And neither is your proposed CA of getting people to 'memorise some key words' to quote back to an auditor!

This does miss the point - your auditor did find something lacking. And yes, it is an NC.

Randy's questions are good ones. IMO, it doesn't matter two hoots if people can't recite the quality policy word for word.

What does matter is that they can explain it (more or less) in their own words, and can explain how what they do helps make that policy real - ie, how what they do puts it into action. If that's missing... the system isn't working properly.

 

[Ajit Basrur]

All very responses so far.

Being multi racial like Filipino, Indian, Arabs etc is no issue but as long as they understand the essence of Quality Policy, its fine.

I have encountered many a times when operators are asked about the Quality Policy, they say good quality, customer satisfaction and delivery on time. As long as the policy is centred over these terms, I would consider it as acceptable. Additionally, the same set of operators when asked how they can comply with the Quality Policy, they should be able to explain the duties they discharge in meeting the policy.

All this is communication and understanding.

 

[eternal_atlas]

In our case, the external auditor asked the following questions related to audit of quality policy ;
1. What is your quality policy?
2. What do you understand from that? What does it mean to you?
3. Have you heard about the term quality policy?
4. Why do we need quality policy?
5. How you are incorporating quality policy in your project?

Here is some key words about quality policy revolving around: Meeting Contractual Requirements,Avoiding Re-work,continual improvement etc.,

Answers from the top management audit :
"They have told all the above keywords.."

Answers from few Project Managers :

"They have taken the copy of the quality policy and read the policy statement infront of the auditors and could not able to give the convincing answer for the policy deployment in the projects.. say for example.. when auditor asked about the "Avoiding Re-work" and all project managers say that there is no rework in the project and they didnot explain what preventive actions or mechanism is available in their project to control the rework."

Answers from Supervisor and Technicians :
"Somebody says,i heard about it..but i didnt know"
"Somebody says,it is in the notice board, i read when i join, i dont know the meaning"
Somebody says,i know my previous company policy but i dont know here..

Answer from External Auditor :

" It is a minor NC based on the above case"

My question :

" External Auditor came and saw the corrective actions by seeing the posters in different languages and called somebody at random and enquired about the policy,most of them at all levels have told him the keywords" Then he is happy and closed the NC.

So,where is the value? Here in our case,Employees at all levels have only memorized not imbibed in their process areas"

All very responses so far.

Being multi racial like Filipino, Indian, Arabs etc is no issue but as long as they understand the essence of Quality Policy, its fine.

I have encountered many a times when operators are asked about the Quality Policy, they say good quality, customer satisfaction and delivery on time. As long as the policy is centred over these terms, I would consider it as acceptable. Additionally, the same set of operators when asked how they can comply with the Quality Policy, they should be able to explain the duties they discharge in meeting the policy.

All this is communication and understanding.

 

[Coury Ferguson]

Re: Is it a value or result oriented added audit?

This point is an observation during the internal audit and but in external audit this is a Minon Non conformance for "not understood well by the organisation"

One thing that needs to be taken into consideration:

Anything that is identified as a Observation, should be reviewed and implemented as needed. Because a lot of observations can be Nonconformities down the road, as your example has shown.

Evaluate all Observations as possible nonconformities down the road, and implement as needed, in my opinion.

See these posts that talk about Opportunities for Improvements: http://elsmar.com/Forums/showthread.php?t=24212

 

[Big Jim]

In our case, the external auditor asked the following questions related to audit of quality policy ;
1. What is your quality policy?
2. What do you understand from that? What does it mean to you?
3. Have you heard about the term quality policy?
4. Why do we need quality policy?
5. How you are incorporating quality policy in your project?

Here is some key words about quality policy revolving around: Meeting Contractual Requirements,Avoiding Re-work,continual improvement etc.,

Answers from the top management audit :
"They have told all the above keywords.."

Answers from few Project Managers :

"They have taken the copy of the quality policy and read the policy statement infront of the auditors and could not able to give the convincing answer for the policy deployment in the projects.. say for example.. when auditor asked about the "Avoiding Re-work" and all project managers say that there is no rework in the project and they didnot explain what preventive actions or mechanism is available in their project to control the rework."

Answers from Supervisor and Technicians :
"Somebody says,i heard about it..but i didnt know"
"Somebody says,it is in the notice board, i read when i join, i dont know the meaning"
Somebody says,i know my previous company policy but i dont know here..

Answer from External Auditor :

" It is a minor NC based on the above case"

My question :

" External Auditor came and saw the corrective actions by seeing the posters in different languages and called somebody at random and enquired about the policy,most of them at all levels have told him the keywords" Then he is happy and closed the NC.

So,where is the value? Here in our case,Employees at all levels have only memorized not imbibed in their process areas"

So although you got past the auditor you feel that you are still not conforming?

This should be a start in the right direction. Now you need to figure out how to get the employees at the floor level to apply the quality policy so that it does have value to your company.

However, the requirement from the standard is that the quality policy is understood throughout the organization, and it is, isn't it?

There is always room to grow, and here is an opportunity for you to get the knowledge of the quality policy to drive them toward being better guardians of quality.

Teaching has not taken place until there has been a change in bahavior. You have met the requirement for having the quality policy known and understood, now it is up to you to take it to a higher level, and that is where you will see the value.

 

[JaneB]

Based on what you say, I'd call it an NC too.

You say some of your PMs

read the policy statement in front of the auditors and could not able to give the convincing answer for the policy deployment in the projects.. say for example.. when auditor asked about the "Avoiding Re-work" and all project managers say that there is no rework in the project and they did not explain what preventive actions or mechanism is available in their project to control the rework"

Answers from Supervisor and Technicians :
"Somebody says,i heard about it..but i didnt know"
"Somebody says,it is in the notice board, i read when i join, i dont know the meaning"
Somebody says,i know my previous company policy but i dont know here..

Do you think that this sounds as though your people understand and are applying it? It doesn't to me, but then I"m not there & didn't observe the audit.

Your question about value is a very good one. You've at least started because now people have at least 'memorized' it. (I"m not convinced that memorisation is ideal, but it's presumably better than before).

And OK, your auditor closed the NC... but getting the real value depends on you (your organisation, particularly top management)! It's up to you to get the value - if you rely on an external party (auditor) to deliver it, you'll often wait in vain.

Do people understand the policy? I'm less interested in whether they've memorised 'key words', and more interested in whether they can describe it in action, and say how they're meeting requirements, ie, 'doing it'. I actually think rote memorisation of key words is a waste of time - but you do want people to be doing it. And how can they do 'It' if they don't know which particular 'It' is important?

It is a process - doesn't happen overnight, and can take a while. Sometimes constant reinforcement. And sometimes even, particularly for PMs, they may not know the exact words, but it's just 'what they do'. But they need to know how what they do, when & where ensures that quality is achieved consistently and delivered consistently - and what 'quality' is.

 

[Ace]

Randy,

I just got around to reading this thread. Thank you for your wisdom.

 

[Caster]

The whole "what is the quality policy gotcha audit question" needs to die away (IMHO).

Quality is a result of the business decisions being made, it is a system output.

So the real question is "what does this business stand for"?

The answer to that question determines quality.

Trying to drive business improvement from the quality department with a "quality policy" is the source of our endless frustration, and simply can't work.

Rant ends.