What to do when Employees are not following Instructions

#61
I would go further and say, that if you are documenting processes within a quality system (procedures -> training -> auditing), there is no need to pretend that you don't know what the process will be, because you don't actually know.

Processes should be documented they way they are right now. Once you have document how the process is being done (not how it will be done) you train everyone on the process,, and then audit the results of the process If the results are satisfactory, the process continues to be what it is right now. If the results are not satisfactory, then it is up to the process owner to decide how the process might be revised to improve results.
 

bigqman

Involved In Discussions
#62
Crosby said mistakes are caused by two things: lack of knowledge and lack of attention. I would engage the engineers in a collaborative audit of the precise work sequence. This could identify the mistake and also help them take ownership or at least more responsibility for, the process and the outcomes that "we all need". Maybe a better process or better documented procedure would be the outcome.
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#63
Crosby said mistakes are caused by two things: lack of knowledge and lack of attention. I would engage the engineers in a collaborative audit of the precise work sequence. This could identify the mistake and also help them take ownership or at least more responsibility for, the process and the outcomes that "we all need". Maybe a better process or better documented procedure would be the outcome.
I suggest we add to that lack of motivation. Of course we could say that is a cause for lack of attention... there is more cause to investigate to get to the root of that.
:2cents:
 
#64
The ISO 9001:2008 (6.2.2(d) standard asks us to ensure employees are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives. Are they? Do they realize the effect of skipping a step? If so, do they care?
 

chandaraasekar

Starting to get Involved
#65
We can classify in to two,

1. Intentional - You can do nothing other than TOP MANAGEMENT focus. The top management shall speak \ emphasis the requirement.

2. Unintentional\ carelessness - That's the responsibility of the MR \ Process owner to improve the QMS to such a level with fool proof methodologies. You can improve this methods though periodic review of Systems FMEA.
 

charanjit singh

Involved In Discussions
#66
Nothing happens without a cause - unless it is an earthquake or other natural phenomenon.

When the employees are not following the instruction, there is need to find out the cause and address the same. Human behavior springs both from emotions and rationality. Quite often one is 'masked' by the other and the reasons given by the employees may not be the underlying ones. If you a capable HR person he/she should be able to find out why and the management can address the same.

When decision makers lose touch with the grass-root level personnel, or when they are indifferent (or even hostile at worse) to the genuine needs and expectations of their employees, you can always expect problems of this nature.
 
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