Quality Progress - March 2018 - 44

Seeking innovation through tools, techniques and approaches

Innovation mperative
ORGANIZATIONAL CULTURE

Culture Clash
Enabling the creativity culture to coexist with the execution culture
by Peter Merrill

When ISO 9001:2000 was first published, it was
based on eight principles. The third principle was
"People involvement," and reads: "People at all levels
are the essence of the organization and their full
involvement enables their abilities to the organization's benefit."1
That principle also tied back to the second principle, "Leadership," which includes the text: "Leaders
should create and maintain an internal environment
in which people can become fully involved in the
organization's objectives."2
Soon, it became clear that the issue of people
involvement was not really addressed at all in ISO
9001:2000, even though the standard was allegedly
based on these eight principles of quality management. The principles were not especially new and had
evolved from excellence models such as the Baldrige
Performance Excellence Program and the European
Foundation for Quality Management (EFQM).
At the time, some argued to justify the exclusion
of "involvement" or "engagement" from the standard. Some said it was impossible to audit, and yet
Baldrige assessments do it regularly. Others said that
competence was all that was needed and people
would automatically engage.
These arguments seem foolish and show a total
misunderstanding of the issue. As a member of the
strategic advisory group of ISO/Technical Committee
(TC) 176 at the time, I pointed out this glaring deficiency. It took several years to convince some people,
but finally it was agreed in 2007 to write a new
standard on people involvement: ISO 10018-Quality
management-Guidelines on people involvement and
competence.3

44 QP

March 2018 ❘ qualityprogress.com

Emphasis on people aspects

I will describe the approach we followed in developing ISO 10018. It was designed as a supporting
standard for ISO 9001, so we went through each ISO
9001 clause and identified the obstacles to involving
people. Of course, it is not just competence.
Next, we went through each obstacle and listed
positive actions that could be taken to overcome the
obstacle.
Here are some examples of the guidance texts
that were provided in the nearly 10,000 words of
guidance.
+ The recruitment process should be transparent to
job candidates and emphasize the importance of
their competence. It also should identify how well
a person fits in an organization (for example, alignment with values and attitudes in an organization).
+ All people, including subcontractors, should be
involved in identifying environmental deficiencies,
and health and safety risks related to their roles.
Everyone should be able to report and record
hazards, and take corrective action.
+ In planning and carrying out production and
service provision under controlled conditions, the
organization should ensure people are involved
in creating their own work instructions to ensure
understanding. The organization also must ensure
that work instructions are explained to new people
and followed up with mentoring.
As convener of ISO/TC 176/WG15, I guided the
development and the broader group in TC 176 started
to understand and get excited. The initial group of six
dedicated people grew to more than 20 by the end of
the work.


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Table of Contents for the Digital Edition of Quality Progress - March 2018

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Career Coach
My Quality Story
In the Right Direction
A Different Kind of BBQ
Gaining Ground
Impeding Progress
Innovation Imperative
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Back to Basics
Quality Progress - March 2018 - INTRO
Quality Progress - March 2018 - cover1
Quality Progress - March 2018 - cover2
Quality Progress - March 2018 - 1
Quality Progress - March 2018 - 2
Quality Progress - March 2018 - 3
Quality Progress - March 2018 - 4
Quality Progress - March 2018 - 5
Quality Progress - March 2018 - Seen and Heard
Quality Progress - March 2018 - 7
Quality Progress - March 2018 - Expert Answers
Quality Progress - March 2018 - 9
Quality Progress - March 2018 - Progress Report
Quality Progress - March 2018 - 11
Quality Progress - March 2018 - 12
Quality Progress - March 2018 - Mr. Pareto Head
Quality Progress - March 2018 - Career Coach
Quality Progress - March 2018 - 15
Quality Progress - March 2018 - My Quality Story
Quality Progress - March 2018 - 17
Quality Progress - March 2018 - In the Right Direction
Quality Progress - March 2018 - 19
Quality Progress - March 2018 - 20
Quality Progress - March 2018 - 21
Quality Progress - March 2018 - 22
Quality Progress - March 2018 - 23
Quality Progress - March 2018 - A Different Kind of BBQ
Quality Progress - March 2018 - 25
Quality Progress - March 2018 - 26
Quality Progress - March 2018 - 27
Quality Progress - March 2018 - 28
Quality Progress - March 2018 - 29
Quality Progress - March 2018 - 30
Quality Progress - March 2018 - 31
Quality Progress - March 2018 - Gaining Ground
Quality Progress - March 2018 - 33
Quality Progress - March 2018 - 34
Quality Progress - March 2018 - 35
Quality Progress - March 2018 - 36
Quality Progress - March 2018 - Impeding Progress
Quality Progress - March 2018 - 38
Quality Progress - March 2018 - 39
Quality Progress - March 2018 - 40
Quality Progress - March 2018 - 41
Quality Progress - March 2018 - 42
Quality Progress - March 2018 - 43
Quality Progress - March 2018 - Innovation Imperative
Quality Progress - March 2018 - 45
Quality Progress - March 2018 - 46
Quality Progress - March 2018 - 47
Quality Progress - March 2018 - Statistics Spotlight
Quality Progress - March 2018 - 49
Quality Progress - March 2018 - 50
Quality Progress - March 2018 - 51
Quality Progress - March 2018 - 52
Quality Progress - March 2018 - 53
Quality Progress - March 2018 - Standard Issues
Quality Progress - March 2018 - 55
Quality Progress - March 2018 - 56
Quality Progress - March 2018 - 57
Quality Progress - March 2018 - Marketplace
Quality Progress - March 2018 - 59
Quality Progress - March 2018 - Footnotes
Quality Progress - March 2018 - 61
Quality Progress - March 2018 - 62
Quality Progress - March 2018 - 63
Quality Progress - March 2018 - Back to Basics
Quality Progress - March 2018 - cover3
Quality Progress - March 2018 - cover4
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