Being Audited by Customers?

Background Situation

A contract manufacturing company’s plant in Mexico was undergoing frequent audits by customers and feedback revealed that they did not have a high level of trust in the organization. Company leadership discovered that employees did not understand the auditing process or their role. They needed a training program that would demystify customer audits and show how employees could make a strong contribution to being recognized as world class.

Content

• Definition of an audit
• Types of audits (internal/external/regulatory)
• Typical auditing cycle
• Roles and goals of auditors
• Auditor’s expectations of employees (technically and interpersonally)
• Questions auditors might ask
• What makes auditors suspicious
• Communications and our “metamessage”
• Major and minor non-conformances and how auditors react

Learning Process

Based on new insight gained, employees practiced an auditor Q&A. Teams were assigned a case study and discussed violations and likely auditor reactions.

Length

1/2 day