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The practical, easy-to-use handbook for every quality auditor, manager, or trainer. In this book, leading ISO 9000 auditor and trainer Don Freeman gives you straight answers and practical tools for every step of the quality auditing process. You'll learn how to successfully plan and conduct quality audits, and report on their results. And you'll discover proven solutions for the challenges faced by every quality auditor. From start to finish, The Quality Auditor's Handbook provides step-by-step methods, tools, matrices, and forms that streamline the audit process. Along the way, you'll also learn the communications skills, questioning, listening, and observation techniques that are essential to successful auditing. The practices and tools you'll learn can be modified and used with any type of quality system auditing, and for other types of auditing as well, such as environmental auditing (ISO 14000).
"synopsis" may belong to another edition of this title.
From the Back Cover:
Internal auditing is essential to achieving and maintaining ISO 9000, QS 9000 and ISO 14000 quality registration. This book is an end-to-end, common-sense guide to internal quality auditing for both new and experienced internal auditors.This book covers every aspect of internal quality auditing, especially the interpersonal issues that are critical to success, such as communications skills, questioning techniques, listening and observation. In the first section, "Audits, Auditors and Auditing," it reviews the ISO requirements for auditors, the types of quality audits, and the characteristics of an effective auditor. Next, it discusses how to plan audits; how to conduct adequacy audits of quality documentation; how to conduct more detailed compliance audits; and how to write effective audit reports.This book is an excellent source of training and reference material for all quality managers, internal audit teams and lead auditors, and for aspiring auditors.
Excerpt. © Reprinted by permission. All rights reserved.:
Auditing is so many things wrapped into one activity that it is very difficult to find that perfect analogy to describe it. Auditing is detective work, and it is a quest. It is often an adventure where there are hidden things that might never have come to light without an auditor's persistence and determination are discovered and brought into the bright light of day. It is also a simple human activity. We can define auditing. We can categorize audits. We can try to expand the definition to include all sorts of other purposes-and end up confusing the issue-but, in the end, we still have a hard time coming up with that one analogy to pin auditing down like the butterfly in the cotton.
One thing is sure, the more we work with auditing, the more we come to value the idea and the purpose of auditing. At best, we might have had this notion that audits were some kind of necessary evil. They were a silly activity carried out by nit-pickers who came around to make sure that all the I's were dotted and T's were crossed, but who added no value to our product, processes, or business. More often than not, we viewed the audit as a nuisance, sometimes a detriment to our success. There has been some justice in this. Auditing has been over-used in some industries. It has become a drag on the success of companies within the industry, an unnecessary and heavy burden for the company to carry. At other times and in other industries, auditing has become nothing more than a perfunctory exercise. The auditors go through the same steps and both the auditor and the person being audited know what the steps are--and they go through it all with a bored familiarity of the airline ticket agent asking if you packed your own bags. So, with this kind of background, when we come to examine auditing. our first reaction might be, “Do I have to?” However, if we come to auditing with a new, fresh approach--or maybe with a reaffirmation of some forgotten fundamental values--it isn't long before we begin to develop an appreciation for auditing, for what auditing can--and should--be. I can include a note about my personal journey and discovery. Some years ago when I got started in @ ISO 9000 business. I approached the whole idea of auditing as I might clear road-kill off the road: something stinky and festering that had to be done. After all. the ISO Standard required it! We had to do it! We might not like it, but we had to do it! I knew enough to know that I would never get it done if I taught auditing in that fashion, so I had to come up with some enthusiasm for the game. I did. I jumped into auditing with renewed zeal. I specialized in internal audits, and over the years trained hundreds of internal auditors and put dozens of internal audit programs in place. And my conversion didn't take long. Without exception, internal audit programs became valued at and valuable to the company. What was once viewed as road-kill, became an integral part of the company's success. I became a convert, something of a zealot. Forgive me, but I have empirical evidence--objective evidence--for my enthusiasm.
From a nuisance activity, from a detrimental activity, auditing has become a value-added activity.
Most of us have had some experience with audits and auditors, directly or indirectly. Those with a financial background have participated in financial audits. Those with a safety or environmental or nuclear energy backgrounds are also familiar with audits and auditors. Maybe your experience has been limited to being audited, being in the “hot seat.” Well, that taught you something about audits and auditors--even if it is nothing more than avoid them at all costs.
And here you are reading a book about auditing, perhaps taking the first step on the path to becoming an auditor yourself.
You have seen the enemy, and he is you!
Most people who pick up this book whether as an individual or as part of an organized class are neophyte auditors. A good number of them are not even sure they want to be auditors. Most are nervous at the prospect. Some are even looking for the exit signs right now and moving over that way so they can get out of here fast.
Relax. I know it's a lot easier to say than to do, but, really, there's nothing to worry about. Step right up and try on the auditor's shoes. There is nothing to fear. There's even a good possibility you might like being an auditor.
What's in this book - and how will it help you?
If you are new to the auditing game. or If you need a little refresher, this is the book for you. It is different from other books about auditing on the shelves because it as close to “how to” as I can get it. This is not a book about theory. It is book about how to do it. This is a book to help the auditor in all phases of auditing. There is a discussion in the book about some theory and principles and concepts of auditing. This is only so we can all start on the same sheet of music. There is also a discussion of how the ISO 9000 International Standard has influenced quality system auditing. and how it may be used as a guideline for auditors.
The bulk of the book is to help the auditor plan, conduct and report the results of an audit. It begins with how audits are planned and provides, the auditor with serviceable tools. Then it @ about how an audit is conducted, giving sound, practical hints about techniques to make audits most effective. It concludes with how to document the findings of an audit.
The approach this book takes is sequential and logical. Read it and it will give the prospective auditor insight into process and principles, but the auditor needn't stop there. The book is a true guideline and a valuable reference tool. The auditor will come back to this, book time and time again over their career as an auditor.
Some notes about why this book was written
My idea when I started developing this book was to provide neophyte auditors with as much practical, “nuts-and-bolts” guidelines about auditing as I could. I saw a need for such a thing, because the wide-spread application of ISO 9001/2, which requires an on-going internal audit program. I was training auditors in companies applying ISO all over the country, and the most common habit was for the company to appoint people to be trained as auditors. These people more often than not had no auditing experience They understood the value and the importance of the program, but they came to the game with very little knowledge about how it is played.
Some training organizations' approach to this was to steep these folks in the theory of auditing- as I said, these people understand the value and importance of auditing. What they needed was some practical help to Wt the ground running.
I had an opportunity to develop the internal auditor training for the headquarters of a large corporation. The training manager of this corporation didn't know anything about ISO or auditing, but he knew a lot about training. He was concerned that the training be practical, performance-based, with measurable results. So was I. A two-day time frame was agreed upon, with an additional day of practice audits. Two days doesn't allow a lot of playing around. It was our desire to incorporate many exercises in the program. Rather than rely upon lecture to drive across some of the important concepts about auditing, I chose to build an extensive handbook and lecture only the high points of the handbook. This approach depended upon the participants to review those concepts in the handbook on their own. It turned out to be very successful--judging from the performance of the auditors in practice--in spite of the reading level of most Americans. Over the years the handbook grew. I built my version of that training and I have exported it all over the U.S. and even down into Mexico. I have tried to incorporate tidbits and hints as I came across them into the handbook, and the handbook has grown into the book you now hold in your hands.
Let me repeat the goal of this book: to provide a practical guide to the neophyte auditor. You won't find a lot of auditing theory in this book. For the new auditor, it will, I hope, become a tool kit and valuable resource. For the manager of audit programs, it will provide a basis for training novice auditors.
I rely heavily upon ISO 9000 in this book. It is what I have been working with for some years. It would be a mistake, however, to think of this handbook as merely an ISO 9000 auditing handbook. The practices and tools discussed and shown in this book can be modified and used with any other type of quality system auditing, no matter what the foundation; indeed, they could be used for other types of auditing as well, such as environmental auditing (ISO 14000).
A note about the style of this book. I have tried to keep it as bright and as breezy as I can without sacrificing the importance of the activity. My desire was to make it eminently readable.
For this handbook to meet its stated goal it needs to be open to new ideas and methods. I would like to extend an invitation to the readers of this book to contribute their ideas. I will endeavor to incorporate them in new editions of this handbook.
Lastly, there are a number of people who directly or indirectly helped me with this handbook. All my British friends who dragged me (almost kicking and screaming) into auditing, Derrick and Carolyn and John and David and Dennis. They all contributed. Mark, the training manager, didn't know I was aiming for a book, but he provided the right framework to make my idea a reality. And there are two auditors out there with whom I have worked over the years whose brains I have picked over so much I'm surprised they have anything left: David and Bert. I suppose, in a way, the biggest thanks should go out to all the hundreds of students I have had. They always brought energy and enthusiasm and they always pointed me in new directions.
If I have left anyone out, forgive me. It was done in forgetfulness and not out of malice.
One thing is sure, the more we work with auditing, the more we come to value the idea and the purpose of auditing. At best, we might have had this notion that audits were some kind of necessary evil. They were a silly activity carried out by nit-pickers who came around to make sure that all the I's were dotted and T's were crossed, but who added no value to our product, processes, or business. More often than not, we viewed the audit as a nuisance, sometimes a detriment to our success. There has been some justice in this. Auditing has been over-used in some industries. It has become a drag on the success of companies within the industry, an unnecessary and heavy burden for the company to carry. At other times and in other industries, auditing has become nothing more than a perfunctory exercise. The auditors go through the same steps and both the auditor and the person being audited know what the steps are--and they go through it all with a bored familiarity of the airline ticket agent asking if you packed your own bags. So, with this kind of background, when we come to examine auditing. our first reaction might be, “Do I have to?” However, if we come to auditing with a new, fresh approach--or maybe with a reaffirmation of some forgotten fundamental values--it isn't long before we begin to develop an appreciation for auditing, for what auditing can--and should--be. I can include a note about my personal journey and discovery. Some years ago when I got started in @ ISO 9000 business. I approached the whole idea of auditing as I might clear road-kill off the road: something stinky and festering that had to be done. After all. the ISO Standard required it! We had to do it! We might not like it, but we had to do it! I knew enough to know that I would never get it done if I taught auditing in that fashion, so I had to come up with some enthusiasm for the game. I did. I jumped into auditing with renewed zeal. I specialized in internal audits, and over the years trained hundreds of internal auditors and put dozens of internal audit programs in place. And my conversion didn't take long. Without exception, internal audit programs became valued at and valuable to the company. What was once viewed as road-kill, became an integral part of the company's success. I became a convert, something of a zealot. Forgive me, but I have empirical evidence--objective evidence--for my enthusiasm.
From a nuisance activity, from a detrimental activity, auditing has become a value-added activity.
Most of us have had some experience with audits and auditors, directly or indirectly. Those with a financial background have participated in financial audits. Those with a safety or environmental or nuclear energy backgrounds are also familiar with audits and auditors. Maybe your experience has been limited to being audited, being in the “hot seat.” Well, that taught you something about audits and auditors--even if it is nothing more than avoid them at all costs.
And here you are reading a book about auditing, perhaps taking the first step on the path to becoming an auditor yourself.
You have seen the enemy, and he is you!
Most people who pick up this book whether as an individual or as part of an organized class are neophyte auditors. A good number of them are not even sure they want to be auditors. Most are nervous at the prospect. Some are even looking for the exit signs right now and moving over that way so they can get out of here fast.
Relax. I know it's a lot easier to say than to do, but, really, there's nothing to worry about. Step right up and try on the auditor's shoes. There is nothing to fear. There's even a good possibility you might like being an auditor.
What's in this book - and how will it help you?
If you are new to the auditing game. or If you need a little refresher, this is the book for you. It is different from other books about auditing on the shelves because it as close to “how to” as I can get it. This is not a book about theory. It is book about how to do it. This is a book to help the auditor in all phases of auditing. There is a discussion in the book about some theory and principles and concepts of auditing. This is only so we can all start on the same sheet of music. There is also a discussion of how the ISO 9000 International Standard has influenced quality system auditing. and how it may be used as a guideline for auditors.
The bulk of the book is to help the auditor plan, conduct and report the results of an audit. It begins with how audits are planned and provides, the auditor with serviceable tools. Then it @ about how an audit is conducted, giving sound, practical hints about techniques to make audits most effective. It concludes with how to document the findings of an audit.
The approach this book takes is sequential and logical. Read it and it will give the prospective auditor insight into process and principles, but the auditor needn't stop there. The book is a true guideline and a valuable reference tool. The auditor will come back to this, book time and time again over their career as an auditor.
Some notes about why this book was written
My idea when I started developing this book was to provide neophyte auditors with as much practical, “nuts-and-bolts” guidelines about auditing as I could. I saw a need for such a thing, because the wide-spread application of ISO 9001/2, which requires an on-going internal audit program. I was training auditors in companies applying ISO all over the country, and the most common habit was for the company to appoint people to be trained as auditors. These people more often than not had no auditing experience They understood the value and the importance of the program, but they came to the game with very little knowledge about how it is played.
Some training organizations' approach to this was to steep these folks in the theory of auditing- as I said, these people understand the value and importance of auditing. What they needed was some practical help to Wt the ground running.
I had an opportunity to develop the internal auditor training for the headquarters of a large corporation. The training manager of this corporation didn't know anything about ISO or auditing, but he knew a lot about training. He was concerned that the training be practical, performance-based, with measurable results. So was I. A two-day time frame was agreed upon, with an additional day of practice audits. Two days doesn't allow a lot of playing around. It was our desire to incorporate many exercises in the program. Rather than rely upon lecture to drive across some of the important concepts about auditing, I chose to build an extensive handbook and lecture only the high points of the handbook. This approach depended upon the participants to review those concepts in the handbook on their own. It turned out to be very successful--judging from the performance of the auditors in practice--in spite of the reading level of most Americans. Over the years the handbook grew. I built my version of that training and I have exported it all over the U.S. and even down into Mexico. I have tried to incorporate tidbits and hints as I came across them into the handbook, and the handbook has grown into the book you now hold in your hands.
Let me repeat the goal of this book: to provide a practical guide to the neophyte auditor. You won't find a lot of auditing theory in this book. For the new auditor, it will, I hope, become a tool kit and valuable resource. For the manager of audit programs, it will provide a basis for training novice auditors.
I rely heavily upon ISO 9000 in this book. It is what I have been working with for some years. It would be a mistake, however, to think of this handbook as merely an ISO 9000 auditing handbook. The practices and tools discussed and shown in this book can be modified and used with any other type of quality system auditing, no matter what the foundation; indeed, they could be used for other types of auditing as well, such as environmental auditing (ISO 14000).
A note about the style of this book. I have tried to keep it as bright and as breezy as I can without sacrificing the importance of the activity. My desire was to make it eminently readable.
For this handbook to meet its stated goal it needs to be open to new ideas and methods. I would like to extend an invitation to the readers of this book to contribute their ideas. I will endeavor to incorporate them in new editions of this handbook.
Lastly, there are a number of people who directly or indirectly helped me with this handbook. All my British friends who dragged me (almost kicking and screaming) into auditing, Derrick and Carolyn and John and David and Dennis. They all contributed. Mark, the training manager, didn't know I was aiming for a book, but he provided the right framework to make my idea a reality. And there are two auditors out there with whom I have worked over the years whose brains I have picked over so much I'm surprised they have anything left: David and Bert. I suppose, in a way, the biggest thanks should go out to all the hundreds of students I have had. They always brought energy and enthusiasm and they always pointed me in new directions.
If I have left anyone out, forgive me. It was done in forgetfulness and not out of malice.
"About this title" may belong to another edition of this title.
- PublisherPrentice Hall
- Publication date1997
- ISBN 10 0132682028
- ISBN 13 9780132682022
- BindingHardcover
- Number of pages171
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