2015 asq audit division presentation.pptx

Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved.

Auditing in a Virtual World (Team, Tools, & Techniques)

Sheronda Jeffries TL 9000 Program Manager

Cisco Confidential 2

The workplace is evolving

From the Future of Work Research Program Workforce Survey

*Drop-in workstations or cubicles or other facility at their company (e.g., conference room, training room, cafeteria, employee lounge), and co-working spaces or third places such as cafes, libraries, airports, or hotels.

In-Office Workers Work from Home

32%

In-Office

35%

Drop-In / “Co-Working”*

33%


Standards are evolving

Nigel Croft – ISO TC 176 SC 2 Chair

Cornish presentation to US TAGs For MSS – Liaison Group Teleconference


CD available 2013

DIS available 05/2014

FDIS expected 05/2015

ISO 9001:2015 to be published 09/2015

3-Year Transition Agreed

ISO Standards D

evelopment

Process

IAF Informative Document - Transition Planning Guidance for ISO 9001:2015

Published

ISO 9001:2015 Status Update


For information visit:

questforum.org


4 Context of organization

Understanding of the organization and its context

Needs & Expectations of interested parties

Scope of the QMS

QMS and its Processes

5 Leadership

Leadership and commitment

Quality policy

Roles, responsibilities and authorities

6 Planning

Actions to address risk and opportunity

Quality objectives

7 Support

Resources

Competence

Awareness

Communication

8 Operation

Operation planning and control

Determination of requirements for products/ services

Design and development

Control of externally provided products and services

9 Performance evaluation

Monitoring, measurement, analysis and evaluation

Internal audit

Management review

10 Improvement

PLAN DO CHECK ACT

Documented information

Planning of changes

Production & service provision

Release of products and services

Control of Nonconforming process outputs, products and services

(Slide Courtesy of Alan Daniels; Boeing)

Continual improvement

Nonconformity and corrective action

(C) Nigel H Croft 2014 - All rights reserved

Structure of ISO 9001:2015


§  Supports globalization §  Drives innovation, creativity and better decisions §  More critical now due to ‘new normal for technologies’

Virtual technology is critical…


Typical Challenges to Virtual Auditing

• Technology • Lack of trust • Logistics - time zones/holidays • Against the rules • Other challenges?


It’s NOT against the rules… ISO 19011:2011

Guidelines for Auditing Management Systems


It’s NOT against the rules…

IAF MD 4:2008 Use of Computer Assisted Auditing Techniques ("CAAT") for Accredited Certification of Management Systems provides guidance •  “Computer Assisted Auditing Techniques” (“CAAT”) may include

•  Teleconferencing •  Web meetings •  Interactive web-based communications •  Remote electronic access to the management system documentation and/or management system

processes

NOTE: New MDs will include the term “Virtual Site”- An on-line environment allowing persons from

different physical locations to execute processes.


It’s NOT against the rules… Rules may vary – for example: •  Aerospace

•  ISO-9104-1 was revised in 2012 to include allowances in audit day rules for CAAT

•  Information and Communication Technologies (ICT) •  Auditor(s) and auditee(s) must be fluent in electronic data transferring •  Rules: The following areas cannot be audited using e-audit techniques:

•  Laboratories •  warehousing-distribution centers •  manufacturing sites •  repair (also know as service) centers


It’s NOT against the rules…

APG Electronic-Based Management Systems


Logistics can be managed…


Logistics can be managed…

• Malaysia • China • Australia

• US • Canada

Dec Oct Sep Aug July June April March Feb Jan May Nov

• Italy • India

From World Time Buddy – http://www.worldtimebuddy.com/


At collaboration and the use of virtual technology is a part of our culture … our competitive advantage

employees 71K+

countries 165+

offices 380+

Cisco is globally certified to ISO 9001 - includes all aspects - manufacturing, sales, Cisco Services and engineering


Logistics can be managed… •  Planning is required and should consider

•  Normal business/working hours for each physical location •  Holidays •  Organizational protocols and norms

•  Don’t forget basic etiquette


Logistics can be managed… For a Virtual Meeting Checklist, please visit:

http://www.virtualworkswell.com/citrix


What about TRUST?


Use of Technology! TRUST!

What about TRUST?


21 Culture

Process Technology

Cisco uses collaboration and virtual technology

… to change the way we work.

We use these technologies ourselves … we are our own laboratory.

Requires equal parts Process, Culture and Technology What about TRUST?


Virtual Team Considerations blah blah blah


Work is now “anytime, anywhere”


Technology Options

l Options range from Webcam to TelePresence + Advantages:

§  Allows everyone to sit at the “same” table

Telepresence / Video-conferencing

Data-conferencing l  Options include

Cisco WebEx Microsoft® Office Live Meeting GoTo Meeting, etc.


Technology Options

l SKYPE l FaceTime l ooVoo l Yahoo Messenger, Google+, ….

There are many FREE / Low Cost Options


Technology, Training & Auditing

Use technology to replicate & simulate WHICH may require more planning but … does it really work?


§  Offering an effective training curriculum using an evolving blended learning approach that supports our shareholders’ professional development via business-focused training.

§  Explaining the basics of understanding ISO 9001, TL 9000 & ISO 14001, and effective auditing strategies for maintaining Cisco’s certifications while promoting continual business improvement.

§  Delivering worldwide training using multiple tools (TelePresence, WebEx Training, Vovici now known as Verint EFM…)

§  Positively impacting Auditee Satisfaction & OFI Adoption metrics

Internal Quality Auditor Training supports Cisco by:


Collaboration & Internal Quality Auditor Training – A Timeline

On-line survey tool used to administer course exams and

end-of-course survey

Q4 CY2008

Q1-Q2 CY2009

Q3-Q4 CY2009

Q1-Q2 CY2010

Q3-Q4 CY2010

CY2012 - 2013

WebEx Connect Spaces used to store “transition” training

material, WebEx recording, communicate exam url and end-of-course survey url

ISO 9001 Internal Auditor Training

piloted using WebEx

FLIP video used for ISO 9001 Case Studies

& Brown Bag Level 3 Training Evaluation V.1

conducted

ISO 9001 Internal Auditor Training

piloted using TelePresence

Partnered with LDSG to update

TL 9000 GA

TL 9000 Internal Auditor Training

piloted using TelePresence

On-line surveys updated to comply with internal

policy changes

TL 9000 Internal Auditor Training piloted

using WebEx

New Auditor Application moved to on-line survey tool; Quality Champion learning path enhanced

CY2011

Update Level 3 Training

Evaluation to V.2

Auditor Training stabilized/matured to

annual updates

CY2014- 2015

Enhanced Learning Sessions

Update End-of-Training

Survey

Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 29

Course was very good. Definitely this training helps each one of us to look at our

quality policy and apply that in our daily job.

It was a very good training course. Would definitely recommend to other peers

Here is what learners are saying about

internal quality auditor Training!

Superb knowledge of subject.

Great Class! Material was presented in a fun and interesting way, that

kept us on the ball and helped make the information relevant

Loved the high energy and ability to keep the whole class engaged especially

through WebEx. Never have I had an instructor make a class fun while being effective in getting us to learn detailed

material. GREAT TRAINER

The training was very well presented via WebEx to a small group of students. The session was very interactive with frequent

pop quiz type refreshers.

training is very good

Class was Fantastic. Engagement was

fantastic.

…is an expert on the subject and explained the implementation of ISO at Cisco beautifully. I really

appreciate the hard work, motivation and outstanding manner in which the training was conducted.

The training was good, helpful and enjoyable.

…a great experience

I would definitely recommend this class

to my colleagues.

Very lively, kept me awake till after midnight my time :) That

is a great achievement.

Very good SME and fun to learn

with.


6months+ Post Training Survey of ISO 9001 Internal Quality Auditors for CY2013 through 07/2014 Summary

•  More individual contributors (96%) than managers (4%) completed ISO 9001 Internal Quality Auditor training for the period – versus 85% and 15% for previous year

•  The survey response rate for CY2013 – 07/2014 is 57% versus 31.4% for the previous year which shows a significant increase

•  29% of the respondents had not participated in an internal audit as of the survey date which matches previous year

•  50% had participated in an internal audit within 6 months of training completion versus 41% for previous year

•  83% of the respondents found the training Extremely or Very Useful in their roles as Individual Contributors/Managers at Cisco which almost matches 84% for the previous year

•  100% would continue to recommend ISO 9001 Internal Quality Auditor training to others

based upon 57% survey response rate!


Are Virtual Audits Effective? How will you measure the effectiveness of virtual audits?

•  Are auditors able to identify nonconformities and OFI’s? •  Do your internal audit results align with your Certification Body’s results? •  Do you get the same responsiveness from management to issues even though

the auditor may not be physically on-site? •  Are auditees and auditors satisfied with the use of virtual techniques? •  Do the savings in travel balance against any extra time required in planning/

conducting virtual audits?


TIARA Dashboard §  Operational Benefits: Management & ISO PMs can now better manage the global ISO

9001, TL 9000 and ISO 14001 audit programs.

Progress against plan

Monitoring for aged and

overdue audit findings

Tracking status at a detailed

level

Wow. that’s a lot of OFIs!

Is the

business improving over time?

Nope!

Timeliness of audit

completion


Tips & Techniques 1.  Take extra time in planning and

communicating - consider the length of each audit interview & schedule breaks

2.  Do as much pre-work as possible -pre-load agenda, pre-visit urls, ask auditees to bring laptops/webcams

3.  Allocate additional time for audit interviews..

4.  Resist inviting more people to each audit interview

5.  For large groups, use an on-site “host” to address issues and minimize “side” conversations/chats/IMs

6.  Be familiar with the features of the tools – sharing desktops and taking screenshots is simple/effective

7.  Be prepared to familiarize others with the tools

8.  Know how and whom to contact for tools help

9.  Have back-up plans in place!

Remember YOU are the

LEADER!


Other challenges…


Questions?

Many thanks to Leading High Performing Teams in a Global and Virtual World presented at ProjectWorld & World Congress for Business Analysts, November

2011 by Rebekah Thayer


Sheronda Jeffries TL 9000 Program Manager

(919) 641-0608 mobile

[email protected]

Questions?

Thank you.

2015 asq audit division presentation.pptx

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