Description

Know how to define the objectives, scope and procedures of an internal Quality Audit meeting ISO 9000/9001 standards. Manage its preparation then the collection and processing of data, from the interview to the final report, and support the action plan. Develop assertive and active listening methods.

Who is this training for ?

For whom ?

Quality auditor, internal auditor, process manager, quality facilitator.

Prerequisites

Training objectives

Plan an audit program adapted to your company

Carry out audit interviews in the best conditions

Write the audit report and the action plan

Monitor the application of the action plan and its evolution

Training program

• Audit concept
  • Reminder of terminology.
  • Understand the purpose of the audit.
  • Identify the types of audits.
  • Position the audit in the quality management system.
  • Apply the PDCA logic.
  • Identify the guidelines of the ISO 19011 standard.
  • Practical work rnQuiz in subgroups.
• Design your quality audit program
  • Define the scope and objectives of audits.
  • Plan the company's audit program.
  • Agree on the definition of gaps ( non-compliance).
  • The key points of the quality audit procedure.
  • Practical work In subgroups, consideration of the audit program of a typical company.
  • Representation and sharing of points of view on the approaches followed.
• Preparation for the audit visit (interview)
  • Specify the scope and purpose of the audit.
  • Identify and collect audit data.
  • Develop your framework of questions.
  • Build your common thread (audit guide).
  • Practical work In subgroups, distribution of teams and preparation for an audit.
• Conducting the interview
  • Establish a constructive (win-win) relationship.
  • Structure your questions and obtain concrete answers.
  • Encourage suggestions.
  • Practice active listening (listening, reformulation, follow-up, refocusing).
  • Know how to avoid conflicts (Karpman).
  • Use the DESC method to resolve conflicts.
  • Taking notes during the interview.
  • Closing the interview and communicating the conclusions.
  • Practical work Carrying out previously prepared audits following pre-established scenarios.
  • Restitution of role-playing games: analysis of the progress and behavior.
• Writing the report and action plan
  • Write the audit report including the conclusions.
  • Obtain from the auditees a justified action plan with deadlines.
  • Monitor the application of the action plan and measure progress.