These days quality professionals have shifted away from actually writing procedures to helping others develop documentation to describe the businesses they are in. Although I live in hope, I still see many poor attempts at “procedures”—or at least failures in their facilitation.
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I have a simple view of the world: A management system’s purpose is to describe how you do your business. Because customers and industry overseers will influence its design and content, you must be very strong to prevent an accreditation body from dictating what it should or should not contain.
Writing a quality management system (QMS) document truly is an art, an art in the medium of quality. As such, why do we allow nonartists to create such documents?
Perhaps my experiences will help you budding artists tasked with developing procedures, work instructions, or forms for your business. Traditionally, these documents live in something called a quality manual, which is part of a QMS.
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Comments
Point of use procedures
Your article strikes a chord with me. That proceures should be written by the end user for both clarifty and ease of understanding.
A side story... I was in India visiting one of our suppliers. It was one of the most impressive suppliers in Inida that I had visited, very clean and brightly lite, with clear product flow in the plant. I was also impressed with the fact that they had standard work instructions at every work location. I stopped at several of them to briefly read through them, And then it struck me that I could read the standard work instructions, but I could not speak to the shop floor worked because they did not speak English, rather they only spoke one of India's 27 dialects. The supplier had placed the the standard work instructions, in English, on the floor to impress their customers, but the workers could not read or use them!
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