posted 20 March 2001 08:51 AM               

First, ISO9000:2000 is generally specific about what documents must appear in your Quality Program. It is also clear that we should prepare documents as appropriate. Here is the problem. What is Îappropriateâ? The answer: different for everyone. There is no one single answer.

It would be difficult for anyone to say what is appropriate for anyone elseâs Quality Program, at least with any strong degree of certainty. Respondents do their best here to offer their personal insights, and from what I have read, done a pretty nice job at it. Still, this sometimes leads to bad results. It is clear to me that the requester must understand that the responses are meant to help them, not govern them, in their decisions. The requester must understand what it is the Standard is asking. It would be simple for me to say, ãYes Raffy, create a procedure or if you would like, Iâll send you mine.ä The harm comes when the requester plugs in a solution but does not understand why to plug it in or not to. What worked well elsewhere might not in another situation. Slight modifications to complete transformations of the procedure might be necessary. Who would know?

So the question is, ãDo the folks in your organization need this procedure to do their work properly?ä If the answer is yes, create the procedure. If no (and not a stipulated requirement), then donât. Folks that donât ask this question generally create monstrous Quality Programs that folks will not read or keep up to date. The bear trap snaps! You have a problem.

There is nothing wrong with requesting forms or procedures from folks here at the Cove or elsewhere for that matter. Comparisons and evaluations might lead you to insights of your own and are important. You may even elect to use a received document unchanged. What is important is that those with responsibility act responsibly and do the work necessary to understand the requirements of the Standard, the Organization, and most importantly, the Customer. These factors and more will shape your decisions.

Someone else long ago here at the Cove mentioned training (perhaps it was Barb). I echo that statement. A well trained and educated workforce (and I donât necessarily mean ãDegreedä people) will supplant the need for procedures. Training on Continuous Improvement, the tools and methodologies, would go further than a document few would read. Still, it is important to understand that standardization of processes is a very important in the elimination of variation. It does not stand by itself. A balanced approach with good risk management should yield desired results.

Just my thoughts. I would like to thank Raffy for asking the question.

Regards,

posted 20 March 2001 01:12 PM               

Except for the fact that I "borrowed" your thoughts for my future reference (I will give you credit, Sir!)

posted 20 March 2001 05:07 PM               

Common questions like Raffy's often bring out solid thinking from the group. I enjoy seeing them.