Quality Progress - October 2017 - 36

F E AT U R E

AUDITING

Defensive and
resistant

If we can provide a detailed
picture of the audited
processes, it will be much
easier for auditees to
visualize the problems and
understand and accept
why improvements are
necessary.

As an auditor, how do you feel
during the closing meetings
of QMS audits? Think about it.
The audit you just performed
progressed well, and at the end, you've unveiled
your findings and recommendations to the auditee. Suddenly, the level of happiness on both
sides starts to drop. People begin to resist your
suggestions and get defensive, sometimes blaming the organization, co-workers or the system.
How do you feel in such moments?
The problem is that the system we've created
for auditing QMSs is not realistic. In real life,
nobody wants to be observed or tested by
someone else. Even you don't like it, do you?
Do you like to be audited, tested or graded by
somebody?
All living organisms have the instinct to resist
change. Even animals and plants resist change,
and that's why evolution of all species around
the globe continues. That's the reason immune
systems of organisms and creatures evolve over
time and develop defense mechanisms.

TA B L E   2

TA B L E   1

Ranking and applicable
score for each item
Ranking

Let's go back to the closing
meeting. When others resist,
auditors start to change their
behavior, trying to explain the
issue and convince others to
change, which can be awkward. Certainly, this is not the case for all audits.
Sometimes, though, the auditee forces you to
further elevate the findings and dig deeper. We
must acknowledge their resistance, but we must
also explain to them the need for change.
Standards for some industries can contain very specific and concrete requirements.
Wıth QMS audits, however, the results are not
tangible, and International Organization for
Standardization (ISO) standards encompass all
industries.
This is why, during a QMS audit's closing
meetings, people can get upset. Findings and
observations can be ambiguous issues for
auditees. Nobody is intrested in boring meetings. When an audit closure is not supported
with a visual performance report of findings and
recommendations, it becomes less comprehensive. This tool encourages people involved to

Assessment results
for each clause

Auditor guidance for ranking

Clause

Performance
(average
points)

Desired
result

0

Not documented, not implemented or poorly
implemented.

4. Context of the organization

65.6

100

1

Documented, poorly implemented.

5. Leadership

83.3

100

2

Documented, implemented, poor improvement.

6. Planning

50.0

100

3

Documented, implemented, improved.

7. Support

55.0

100

4

Documented, implemented, improved, shared with
interested parties for continuous sustainability.
Feedback gathered from employees, sub contractors,
customers for continuous improvement.

8. Operation

47.4

100

9. Performance evaluation

56.9

100

10. Improvement

41.7

100

36 QP

October 2017 ❘ qualityprogress.com


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Table of Contents for the Digital Edition of Quality Progress - October 2017

Seen and Heard
Progress Report
Mr. Pareto Head
Expert Answers
Career Coach
In Focus
The Results Are In
Visual Aid
Experimental Learning
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Try This Today
STANDARDS AND AUDITING GUIDE
Quality Progress - October 2017 - intro
Quality Progress - October 2017 - cover1
Quality Progress - October 2017 - cover2
Quality Progress - October 2017 - 1
Quality Progress - October 2017 - 2
Quality Progress - October 2017 - 3
Quality Progress - October 2017 - 4
Quality Progress - October 2017 - 5
Quality Progress - October 2017 - Seen and Heard
Quality Progress - October 2017 - 7
Quality Progress - October 2017 - Progress Report
Quality Progress - October 2017 - Mr. Pareto Head
Quality Progress - October 2017 - 10
Quality Progress - October 2017 - 11
Quality Progress - October 2017 - Expert Answers
Quality Progress - October 2017 - 13
Quality Progress - October 2017 - Career Coach
Quality Progress - October 2017 - 15
Quality Progress - October 2017 - 16
Quality Progress - October 2017 - 17
Quality Progress - October 2017 - In Focus
Quality Progress - October 2017 - 19
Quality Progress - October 2017 - 20
Quality Progress - October 2017 - 21
Quality Progress - October 2017 - 22
Quality Progress - October 2017 - 23
Quality Progress - October 2017 - 24
Quality Progress - October 2017 - 25
Quality Progress - October 2017 - The Results Are In
Quality Progress - October 2017 - 27
Quality Progress - October 2017 - 28
Quality Progress - October 2017 - 29
Quality Progress - October 2017 - 30
Quality Progress - October 2017 - 31
Quality Progress - October 2017 - 32
Quality Progress - October 2017 - 33
Quality Progress - October 2017 - Visual Aid
Quality Progress - October 2017 - 35
Quality Progress - October 2017 - 36
Quality Progress - October 2017 - 37
Quality Progress - October 2017 - 38
Quality Progress - October 2017 - 39
Quality Progress - October 2017 - Experimental Learning
Quality Progress - October 2017 - 41
Quality Progress - October 2017 - 42
Quality Progress - October 2017 - 43
Quality Progress - October 2017 - 44
Quality Progress - October 2017 - 45
Quality Progress - October 2017 - 46
Quality Progress - October 2017 - 47
Quality Progress - October 2017 - Statistics Spotlight
Quality Progress - October 2017 - 49
Quality Progress - October 2017 - Standard Issues
Quality Progress - October 2017 - 51
Quality Progress - October 2017 - 52
Quality Progress - October 2017 - 53
Quality Progress - October 2017 - 54
Quality Progress - October 2017 - 55
Quality Progress - October 2017 - STANDARDS AND AUDITING GUIDE
Quality Progress - October 2017 - 57
Quality Progress - October 2017 - Marketplace
Quality Progress - October 2017 - 59
Quality Progress - October 2017 - Footnotes
Quality Progress - October 2017 - 61
Quality Progress - October 2017 - 62
Quality Progress - October 2017 - 63
Quality Progress - October 2017 - Try This Today
Quality Progress - October 2017 - cover3
Quality Progress - October 2017 - cover4
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