Guerrilla Tactics to Pass any QMS Audit – Tactic 8 Old Dogs

Williams’ Law 8

You CAN teach an old dog new tricks.

Guerrilla Tactic 8: Learned Behaviors

Many of the QMS audit concepts discussed in this blog series may seem unconventional and may not come naturally. That is to be expected, but the good news is that they are easily learned with practice, diligence, and continuous positive reinforcement.

A learned behavior is a behavior observed by someone that they find beneficial to them in some way. There’s a motivating factor behind it. Unlike innate behavior, a learned behavior is one that you make a conscious decision to learn; in other words, nurture rather than nature. Think about writing; when you first began to learn to write it required constant thought and attention. Now, when you jot down a note it is automatic; second nature. That is how all learned behaviors are developed. The below list is a way to initiate and reinforce the learned behaviors that will be required to foster the culture needed to get the full benefits out of all the concepts, techniques, and methodology discussed throughout this book.

Prepare all employees much as a trial lawyer would prepare a witness

  • Coach responses
    • Not just answer, but tone, eye contact, politeness, etc.
    • Confidence (a learned behavior)
  • Script for common questions
    • Where is your procedure?
    • How do I know you are trained to do this operation?
    • Where are your training records located?
    • How do you contribute to the QMS?
  • Memorize Quality Policy and Battle Cry
    • Teach and practice with internal audits & rally’s
    • Query employees with every interaction
  • Operators MUST understand procedures
    • Don’t teach memorization, teach structure
    • Content & Structure
      • Importance of standardized sections
      • Know where to find answers
    • Operator certification: open book test
  • Train operators not to guess at auditor questions
    • Teach “Please let me refer to my procedure”
    • Supervisor or ISO Rep can assist in guiding employee to correct answer
  • Practice response time to Steve’s 15 Second Rule
  • Must be comfortable with 100% of employees ability to deal with auditors/customers
    • Condition employees through internal audits
    • Practice, practice, practice
  • Cheating is not acceptable; facilitate applied learning!
    • Character & Integrity are everything!

 

Contact TRAC

Contact me to start our Guerrilla Training before your next QMS (Quality Management Systems) audit.

Steve: 920-841-3478

Steve@tracQMS.com

 

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