I realised a long time ago that trying to assign categories to Customer Complaints was a walk in a thick fog and wasted a lot of time, including my own. Category errors can be a major source of dysfunction in a business, but the pain of trying to fit customer complaints into a category straitjacket… Read more »
Posts Categorized: MANAGEMENT RESPONSIBILITY AND AUTHORITY: QUALITY MANAGEMENT STANDARDS
THE IMPORTANCE OF BEING TRAINED IN EARNEST
Excerpt from an article by Jean White first published in ASQ Six Sigma Forum magazine: “Your Opinion”, August, 2014. ”Training is everything. The peach was once a bitter almond; the cauliflower nothing but cabbage with a college education.” –Mark Twain in Pudd’nhead Wilson’s Calendar, 1894 Organizations entering the quality system arena through standards such… Read more »
MANAGEMENT RESPONSIBILITYand AUTHORITY: QUALITY SYSTEM STATUS REPORTS
An important part of my job as a quality management consultant is to report to senior management on the status of the quality system as it develops. I arrange a quality system status meeting once a month. This is not a board or other executive meeting, or a technical meeting. It is a way of… Read more »
ISO9001 MANAGEMENT REVIEW: ASSOCIATED RESPONSIBILITIES
Given the never-ending discussions on measurement my readers might find the following expansion of Management Review responsibilities and authorities helpful in deciding what should be measured for customer satisfaction and customer improvement. The standard only requires that measurement and analysis should take place within these contexts; it does not prescribe methods or identify what should be… Read more »
QUALITY SYSTEM DEVELOPMENT: WHERE TO START?
AMERICAN SOCIETY FOR QUALITY GROUP (LINKEDIN) RECENT DISCUSSION: You are a Q.M taking on a new position. What are the first things that you would do in your new position? Jean’s comment “If you start with an internal audit you should discover how the quality system has been managed, and from that… Read more »
TRAINING RECORD
I.M. HAPPY COMPANY TRAINING RECORD Employee name: Stage 1: observation of technique Stage 2: carry out procedure under supervision Stage 3: carry out procedure unsupervised Stage 4: qualified to train others Training unit & stage Date completed Trainee Trainer (supervisor) … Read more »
POLICY AND PROCEDURE WRITING
“If you think an apostrophe was one of the 12 disciples of Jesus, you will never work for me. If you think a semicolon is a regular colon with an identity crisis, I will not hire you.” Kyle Wiens, in Harvard Business Review. Are you: worried about writing the reports and correspondence required for your… Read more »
MANAGEMENT REVIEW AGENDA: ISO9001, AS9100C et al
This Qualidoc agenda has proved its worth for many years quality system management in aerospace, marine freight forwarding, ship repair, IT, among others. Used with a disciplined set of Minutes it is a reliable tool for monitoring the requirements of the ISO9001:2015 and the revisions to AS9100 that will result from the new ISO standard…. Read more »
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