What does the average employee need to know about the QMS

[ChrissieO]

Too many times, this type of training is provided with a focus on what's important for the organization, often omitting the benefits for the workforce.

Stijloor.

I totally agree.

An introduction to understanding ISO and our QMS always used to be a part of any employee induction but over the last 2-3 years there have been many changes at senior level and we seem to of lost track a little of what matters.

I have been out of the core control of the QMS for a couple of years, working on special projects, but now have been brought back into a true "quailty role".

I was initially a little concerned as we seemed to of moved backwards not forwards over the last 2-3 years.

Fortunately we now have a new MR who, although new to ISO, really is grasping the whole purpose of the standard and seeing it as a tool to improvement and not just a "need to have".

I seem to have a reverse situation of the old fashioned problem, where senior management weren't that interested as long as we had the stamp of approval and thought that it was down to the worker ants to keep it going.

Now the management are taking it on board but some are not driving that down to the workforce and are treating it as some elitist management tool. This isn't helped by our external 9001 assessor having this type of attitude as well and only seems interested in top management processes.................cant remember the last time he/she stepped foot in our warehouse operation or took any interest in grass roots activities.

By doing some sort of awareness audit I hope to bring to the management's attention that they need to be driving this down to all levels and the advantages of a QMS for "all".

Chrissie x

 

[Migre]

My Utopian vision for employee awareness of quality-related issues is a considerable way off at this moment in time (though I won't say impossible as I don't believe it is). However, as a large department of a local council (i.e. >1000 people to consider), I'd expect the following as a minimum:

- People to be aware of what is expected of them in their role and individual objectives to be in place stating such detail in a SMART manner.

- People to be aware of how their performance will be monitored - actual measures to be used, frequency of monitoring, freqeuncy of review etc.

- People to be aware of what level of competence is required to initially carry out their role (i.e. initial training, related procedures / work instructions, related statutory / regulatory requirements etc) and what options are available (if any) to help them improve in that role.

- People to be aware of the key processes which affect/are affected by their role (i.e. direct inputs, direct outputs etc)

- People to be aware of the systems in place to enable them to report faults / non-conformances / problems / issues.

- People to be aware of who their quality rep is should they need any further info and/or to know of the mechanisms in place should they have recommendations for improvement etc.

- People to be aware of the reasons behind periodic checks which take place which may result in them being asked questions about the job they do (i.e. background knowledge on internal/external audit).


Please note that all of the above are relatively simplistic and that the word 'quality' is only mentioned once. I have an idea of where I want to be though I've been introduced to a culture here (I joined in April 08) where quality issues have been fairly stagnant for a number of years and general awareness is poor. I'll be content (for the time being) if people are aware of all of the above. I'm not looking to overkill the 'q' word (especially as, given past practices/approaches, this can turn people off in an instant anyway) but make it all appropriate to what people do on a day-to-day basis without ramming QUALITY QUALITY QUALITY straight down their throats (and potentially creating more resentment).

In a nutshell, adress the key areas in a subtle manner, making the detail appropriate to the employee's day-to-day work and never separating it as a purely quality issue. If that can be done to a relatively sucessful degree, I'd be more hopeful of taking things a step further and getting a little closer to that Utopian stage. Hope this doesn't seem to be too cynical a post - I feel it's a realistic one (certainly in terms of the organisation I work for). Good luck and I hope it all progresses positively for you.

 

[ChrissieO]

My Utopian vision for employee awareness of quality-related issues is a considerable way off at this moment in time (though I won't say impossible as I don't believe it is). However, as a large department of a local council (i.e. >1000 people to consider), I'd expect the following as a minimum:

- People to be aware of what is expected of them in their role and individual objectives to be in place stating such detail in a SMART manner.

- People to be aware of how their performance will be monitored - actual measures to be used, frequency of monitoring, freqeuncy of review etc.

- People to be aware of what level of competence is required to initially carry out their role (i.e. initial training, related procedures / work instructions, related statutory / regulatory requirements etc) and what options are available (if any) to help them improve in that role.

- People to be aware of the key processes which affect/are affected by their role (i.e. direct inputs, direct outputs etc)

- People to be aware of the systems in place to enable them to report faults / non-conformances / problems / issues.

- People to be aware of who their quality rep is should they need any further info and/or to know of the mechanisms in place should they have recommendations for improvement etc.

- People to be aware of the reasons behind periodic checks which take place which may result in them being asked questions about the job they do (i.e. background knowledge on internal/external audit).


Please note that all of the above are relatively simplistic and that the word 'quality' is only mentioned once. I have an idea of where I want to be though I've been introduced to a culture here (I joined in April 08) where quality issues have been fairly stagnant for a number of years and general awareness is poor. I'll be content (for the time being) if people are aware of all of the above. I'm not looking to overkill the 'q' word (especially as, given past practices/approaches, this can turn people off in an instant anyway) but make it all appropriate to what people do on a day-to-day basis without ramming QUALITY QUALITY QUALITY straight down their throats (and potentially creating more resentment).

In a nutshell, adress the key areas in a subtle manner, making the detail appropriate to the employee's day-to-day work and never separating it as a purely quality issue. If that can be done to a relatively sucessful degree, I'd be more hopeful of taking things a step further and getting a little closer to that Utopian stage. Hope this doesn't seem to be too cynical a post - I feel it's a realistic one (certainly in terms of the organisation I work for). Good luck and I hope it all progresses positively for you.

A very logical approach and one I think may be appropriate for certain areas of our operation.

Thanks

Chrissie x

 

[Migre]

A very logical approach and one I think may be appropriate for certain areas of our operation.

Thanks

Chrissie x

I guess this is mostly 'horses for courses' Chrissie and, whilst not being a carbon copy, I feel I'm in a similar position to you. I'm hoping the above approach will work (and it's what I've been working on for a year or so now, since spending the first few months sussing out the extent of the issues here) but I guess time will tell. Early signs are fairly positive. It will be interesting to hear how you fare with your situation. Best of luck!

 

[qusys]

Apart all the training activities that are usefull but they are not all, I suggest to go on the pragmatic ground.
For example, internal audit program could be also seen as a process to promote the awareness of the quality and of technology across all over the organization, as per ISO TS 6.2.2.4.
In addition to evalutate compliance vs a startard or internal procedures, internal audit could be also a means to spread germs of quality culture.
People retain more when you speak directly with them on their own job and how they impact the quality with their contribution day by day , more than in class training when they can perceive these concepts as far from they job and responsibilities.
Besides, Customer focus should be a stressed concept that everyone in the organization should known and how the organization overall serve it.
Hope this helps