This happened to me a few years ago while doing an ISO9001 Certification audit. This company we were auditing had a phone operator. This person spent the day registering the incoming phone calls. Everyday this person filled 2 full pages with contacts coming in. It was something like:
"9:00h - Phone call to manager
9:02h - Someone dialled the wrong number
9:02h - Someone called and asked to talk to Joe
9:03h - The person that called before called back. Something related with a bad connection on the person mobile phone so this person asked me to connect to Joe again.
9:15h - (...)" you get the picture
In the audit I asked this phone operator if he could handle easly the volume of phone calls. The answer was: "Yes, not a problem. Sometimes I may get 2 calls at the same time but I always call back and never had a problem".
The second question was if there was any other problem related with the phone calls (someone keeping missing phone calls, someone having too much personnal phone calls or any other kind of problem). The answer? "No, no problem at all".
Third question: Do you send this information to anyone? Does anyone see this? The less expected answer: "No. No one cares about this".
Forth question, but this time to the Quality Manager: Why do you do this? The Quality Manager said: "Because I was told this is data and data must be collected. This is completly useless for us."
So, if you are going through the same problem, ask yourself: is or will this information be usefull? If not, perhaps you should stop. Not perhaps... STOP IT.
That is the reason sometimes you question yourself if a QMS is worth it. With this amount of data, probabilly it is not. That is the reason a Quality Manager many times is seen as the "Paper Geek".
At QEC - Quality Evalaution Center we would be delighted to chat with you about paper monsters. Just drop us an email, contacts are avaliable at our webpage: www.qec-global.com
"9:00h - Phone call to manager
9:02h - Someone dialled the wrong number
9:02h - Someone called and asked to talk to Joe
9:03h - The person that called before called back. Something related with a bad connection on the person mobile phone so this person asked me to connect to Joe again.
9:15h - (...)" you get the picture
In the audit I asked this phone operator if he could handle easly the volume of phone calls. The answer was: "Yes, not a problem. Sometimes I may get 2 calls at the same time but I always call back and never had a problem".
The second question was if there was any other problem related with the phone calls (someone keeping missing phone calls, someone having too much personnal phone calls or any other kind of problem). The answer? "No, no problem at all".
Third question: Do you send this information to anyone? Does anyone see this? The less expected answer: "No. No one cares about this".
Forth question, but this time to the Quality Manager: Why do you do this? The Quality Manager said: "Because I was told this is data and data must be collected. This is completly useless for us."
So, if you are going through the same problem, ask yourself: is or will this information be usefull? If not, perhaps you should stop. Not perhaps... STOP IT.
That is the reason sometimes you question yourself if a QMS is worth it. With this amount of data, probabilly it is not. That is the reason a Quality Manager many times is seen as the "Paper Geek".
At QEC - Quality Evalaution Center we would be delighted to chat with you about paper monsters. Just drop us an email, contacts are avaliable at our webpage: www.qec-global.com
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