This e-newsletter is in HTML format and may not be displayed properly by some email programs. Please click on our web site address above to see the e-newsletter with its proper formatting.
 

November Articles	Training Spotlight
1. Baldrige, Six Sigma, and ISO 9001 2. ISO 19011:2002 Now Available 3. Ten Tips for Choosing a Training Provider  4. Corrective, Preventive, or Continual Improvement?  5. Engineering Statistics Handbook (Free)  6. ISO 9001 for Small Businesses  7. Class Schedule: November, 2002 - January, 2003 8. Schedule of Quality Events To see previous articles, go to Newsletter Archives.	Atlanta, Georgia ISO 9001:2000 Lead Auditor November 18-22, 2002 ISO 9001:2000 Internal Auditor December 9-11, 2002 January 29-31, 2003 Implementing ISO 9001:2000 January 27-28, 2003 Understanding ISO 9001:2000 Requirements December 12-13 2002 Training Classes in Other Cities

1. Baldrige, Six Sigma, and ISO 9001

The National Institute of Standards and Technology (NIST) has published a free, two-page issue sheet, "Baldrige, Six Sigma, and ISO: Understanding Your Options." It provides insight on how to choose among these three performance improvement tools and how they can be used together to ensure the overall success of any organization.

The CEO issue sheet:

• explains the differences among the three systems
• discusses how they can be used individually, or in combination, to meet organizational needs

You can download the pdf file at: <http://www.quality.nist.gov/Issue_Sheet_Options.htm>. A paper copy of this document will be mailed if requested from nqp@nist.gov or by calling 301-975-2036.
 

2. ISO 19011:2002 Now Available

ISO 19011:2002, the combined auditing standard for quality and environmental management systems, has been published. It replaces six older standards in the ISO 9000 (quality) and ISO 14000 (environment) families.

Using ISO 19011 will give organizations a more integrated and balanced view of their operations, making it an outstanding tool for improving business excellence. It is also intended to help organizations optimize their management systems and ease the integration of quality and environmental management. Combined audits of both systems should save money and decrease the disruption of the work units being audited.

Both the ISO 9000 and ISO 14000 families of standards emphasize the importance of audits as a management tool for monitoring and verifying the effective implementation of an organization's policy for quality and/or environmental management. Audits are also an essential part of activities such as external registration, as well as, supply chain evaluation.

ISO 19011 provides guidance on the conduct of internal or external quality and/or environmental management system audits, plus the management of audit programs. Intended users of this International Standard include auditors, organizations implementing quality and/or environmental management systems, and organizations involved in auditor certification or training, registration of management systems, and accreditation or standardization in the area of conformity assessment.

The new guidelines provide a uniform approach for the auditing of environmental (EMS) and quality management systems (QMS). As many organizations implement both EMS and QMS – either as separate systems, or as an integrated management system – they want to harmonize and, where possible, combine the auditing of these systems.

As far as external audits are concerned, ISO 19011 also provides registration bodies with a uniform approach and will facilitate the combined external assessment of management systems. ISO 19011 is thus serving a real market need for better harmonization of practices in the quality and environmental management arenas.

An important improvement of the new guideline is related to auditor qualifications. The standard recognizes more explicitly than the previous auditing guidelines that the competence of the audit team and individual auditors varies according to the nature, scope, and complexity of the audit and that it is not possible to set uniform competence criteria which are applicable to all kinds of situations. Therefore, ISO 19011 provides a framework that enables organizations to set their own competence requirements and related auditor evaluation processes.

Another improvement is the combination of the descriptions of the management of audit programs and the conduct of individual audits in a single guideline. This combination emphasizes the relationship between the two and makes it clear that the quality of individual audits depends, among other factors, on the quality of the supporting audit program.

ISO 19011 replaces ISO 10011-1, ISO 10011-2, and ISO 10011-3 in the ISO 9000 family and ISO 14010, ISO 14011, and ISO 14012 in the ISO 14000 family. It also completes the ISO 9000 "core series", also comprising the revised ISO  9000, ISO 9001, and ISO 9004, published in December 2000. You can order an electronic copy of ISO 19011:2002 at <http://e-standards.asq.org>.
 

3. Ten Tips for Choosing a Training Provider

Successful companies have well trained and competent employees. They know how to perform their jobs efficiently and effectively. However, employees may not have the necessary knowledge and skills for new assignments.

I wrote a “Practical Guide for Choosing a Training Provider” for BSI-CEEM. You can see the full article at <http://www.ceem.com/guides.asp>. Part of the article is summarized below:

1. Identify Training Providers

If you’ve had good results in the past with a training provider, see if the course is part of its curriculum. However, don’t blindly select the course. Consider the remaining evaluation tips offered in this guide.

If the course is needed for student certification, ensure it is a properly accredited course. For example, the Registrar Accreditation Board maintains a list of accredited internal and lead auditor courses for quality and environmental management systems. See their web site at http://www.rabnet.com.

Searching the Internet may identify possible training solutions for further evaluation. Also listen to suggestions from co-workers and friends at other companies that may have had similar requirements.

2. Evaluate Training Providers

If you are unfamiliar with a training provider, determine how long they been in business. See if you are dealing with a stable and respected organization. Check with references before making a decision.

It is important for the training provider to offer a broad curriculum and have extensive experience so they can satisfy your needs with an integrated set of comprehensive courses.

Some training providers even practice what they teach. See if they have a quality management system that has been registered to ISO 9001:2000 by an independent auditing firm.

3. Review Course Content

You can’t tell by a course title if the content will satisfy your training needs. So, it is important to review the course objectives, audience, topics, and agenda. How it is packaged and delivered is equally important.

In addition to covering the appropriate subjects, in-depth courses should provide practical examples and exercises. For some courses, it may be important to engage students in case studies and role-play activities.

The course should provide adequate time for questions, and as appropriate, share information on student performance. Quizzes may be used to monitor student progress. Knowledge may be judged through exams.

Benjamin Franklin said, "Tell me and I forget. Teach me and I remember. Involve me and I learn." Courses should be designed as interactive learning experiences.

If the course includes an international standard as a reference, such as ISO 9001, make sure the course has been revised to reflect the latest version of the standard. The same holds true with industry schemes, such as, AS9100 for aerospace, ISO/TS 16949 for automotive, and TL 9000 for telecommunications.

For quality system auditing courses, the ISO 10011 auditing guidance should be integrated into the course materials. Similarly, environmental system auditing courses should adopt the ISO 14010/11/12 guidelines. Both types of auditing courses should incorporate the ISO 19011 guidance when it becomes available.

Online e-learning courses should be easy to review, register, and launch. Other features to consider might be discussion forums, note taking, screen prints, and pre- and post-assessments.

4. Evaluate Instructors

Students consider instructors as important as the course content. However, some training providers may cut corners and select instructors for low fees and geographic proximity. Unfortunately, your class might be the first time the instructor has even seen the course materials.

You want a training provider that chooses instructors based on experience, certifications, expertise, and communication skills. Students want instructors that have done what they teach.

Find out who will be the instructors and ask for their credentials. See if they have been trained on the materials and how many times they have taught the course. Review copies of their student evaluations.

Talented instructors can explain complex subjects in an understandable way. Their classes are enjoyable and meet the learning objectives.

5. Evaluate Student Materials

Poor course materials can greatly diminish the value of a course. See if the training provider is willing to provide a copy of the materials (or a sample) for your evaluation.

The student materials should be easy to read. They should be formatted for quick retrieval of information. Presentation slide copies should be included, along with space for taking notes. However, the need for recording additional information should be minimal based on the slide details and associated course notes.

Slide copies and course notes should be prepared in a readable size and format. The supplied student books and handouts should become valuable references after class. If standards are an integral part of the course, copies should be provided for the students.

See if certificates are issued as proof of the training. Check on the issuance of Continuing Education Units if CEUs are needed for professional development reasons.

6. Consider Training Costs

You want the best training solution, but cost is still a factor. The selected training provider should have competitive prices. However, be wary of the lowest cost provider. Training from these sources may be delivered by less qualified instructors, have inadequate content, and result in less value.

Some training providers offer discounts for enrollments made more than a month in advance. Take advantage of these reduced fees by planning your training. Additional discounts may be offered for multiple students from the same organization attending the same class.

Public classes incur travel and living costs, as well as, possible job-related costs for time away from work. If the estimated travel costs for multiple students at a public class strain your budget, see if the course can be offered at your facility.

7. Examine the Curriculum

Quite often, your training need is for a sequence of related courses. View the recommended course roadmap to see if the training provider has the appropriate curriculum.

For example, students pursuing internal auditor training may begin with a requirements course, followed by an internal auditor course. After gaining experience, they may return for a lead auditor course. Depending on their assignments, they may also be interested in a system documentation or implementation course.

Select a training provider that can satisfy your current and future training needs. After choosing well, you’d like to rely primarily on a single supplier as your training partner.

8. Check Training Support

Most training providers have an Internet presence. You can view course descriptions, see class pricing, and enroll online. Their web sites may even provide hotel information for public classes. But what if you want to talk to someone? Does the training provider have a toll-free telephone number for questions?

When you deal with their office, you should be promptly connected with knowledgeable people. Be aware that their staff capability and attitude is often a reflection on their training solutions. Assess their ability to provide information on class schedules, travel directions, and payment methods.

9. Consider Learning Environment

Put a great course and instructor in a cramped, cold, poorly lighted room and learning suffers. Ask about the planned class location and layout. Will students be comfortable and able to easily see the presentation?

Verify the number of students will be kept to a reasonable level for individual attention. Ask about the planned number of breaks. Determine if lunch will be provided. Will the presentation use old-fashioned transparencies or computer-driven graphics?

10. Check Course Availability

If the desired training isn’t offered when and where you need it, then it doesn’t meet your requirements. See if the training provider offers a wide choice of class dates and locations. Also verify the class will be held as planned. Don’t make travel arrangements until you receive confirmation it has sufficient students.

If you are interested in an on-site class, check on the availability of their instructors to meet your schedule. Asynchronous e-Learning classes are at your own pace. However, synchronous, scheduled classes should be available often enough to meet your needs. Training should be “just-in-time” so learning can be applied immediately to solidify the new knowledge.
 

4. Corrective, Preventive, or Continual Improvement?

I find that some organizations are having trouble distinctly identifying the three types of improvement in clause 8.5: corrective, preventive, and continual. Fixing an actual, detected problem in such a way as to prevent its "recurrence" is corrective action. When you anticipate a potential problem (based on risk planning or trend analysis) and take action to prevent its "occurrence", that is preventive action.

Some people think that by correcting a known problem so it is prevented from happening again, they have taken preventive action. No, that is just part of a full and complete corrective action. While ongoing corrective and preventive actions provide improvement, another type of improvement can be made to conforming processes and products. You may want to do things faster and better, not triggered by problems or expected problems, but based on your monitoring of quality objectives and suggestions for improvement.

Continual improvement is a recurring, step-by-step, activity that increases the ability of an organization to meet requirements. Don't rely solely on corrective and preventive actions to improve your system. Continually seek to improve the effectiveness and efficiency of your processes; don't  wait for problems to reveal opportunities for improvement.

Improvements can range from simple small-step improvements to strategic breakthrough projects. The key is to have a process in place to identify and manage the improvement activities. These improvements may result in changes to the product, processes, system, or even the organization. To set up a continual improvement process, read Annex B, Process for Continual Improvement, in ISO 9004:2000.

Management review meetings cover process performance and product conformity, as well as, recommendations for improvement. These reviews should be the forum for identifying possible improvements and recording any decisions and actions. The results of planned improvements will be reviewed at future meetings and provide evidence of your continual improvement process.
 

5. Engineering Statistics Handbook (Free)

The National Institute of Standards and Technology (NIST) and SEMATECH have introduced a new e-Handbook for Engineering Statistics. The goal of the free handbook is to help scientists and engineers incorporate statistical methods in their work as efficiently as possible.

You can use your browser to navigate the handbook at: <http://www.itl.nist.gov/div898/handbook>. The eight chapters of the handbook cover:

1. EXPLORE - Exploratory Data Analysis
      1.Introduction
      2.Assumptions
      3.Techniques
      4.Case Studies

2. MEASURE - Measurement Process Characterization
      1.Characterization
      2.Control
      3.Calibration
      4.Gauge R & R Studies
      5.Uncertainty Analysis
      6.Case Studies

3. CHARACTERIZE - Production Process Characterization
      1.Introduction
      2.Assumptions
      3.Data Collection
      4.Data Analysis
      5.Case Studies

4. MODEL - Process Modeling
      1.Introduction
      2.Assumptions
      3.Data Collection
      4.Data Analysis
      5.Interpretation & Use
      6.Case Studies

5. IMPROVE - Process Improvement
      1.Introduction
      2.Assumptions
      3.Choosing an Experiment Design
      4.Analysis of DOE Data
      5.Advanced Topics
      6.Case Studies

6. MONITOR - Process or Product Monitoring and Control
      1.Introduction
      2.Test Product for Acceptability
      3.Univariate and Multivariate Control Charts
      4.Time Series Models
      5.Tutorials
      6.Case Studies

7. COMPARE - Product and Process Comparisons
      1.Introduction
      2.Comparisons: One Process
      3.Comparisons: Two Processes
      4.Comparisons: Three+ Processes

8. RELIABILITY - Assessing Product Reliability
      1.Introduction
      2.Assumptions/Prerequisites
      3.Reliability Data Collection
      4.Reliability Data Analysis

Use the free, downloadable software, Dataplot, that is integrated with the Handbook so you can analyze the examples. Dataplot is configured to automatically activate when you click any hyperlink under "Run this Example Yourself" from a Handbook case study - provided your Web browser has been set up to call up Dataplot.

Links to other statistical software packages that can be used with the Handbook are also provided in the Tools and Aids section. The Handbook chapters can be downloaded for easy printing or local electronic use.
 

6. ISO 9001 for Small Businesses

ISO 9001 for Small Businesses is now available on ANSI's Electronic Standards Store (ESS). This newly revised handbook, designed for small to medium-sized organizations, offers advice on implementing ISO 9000 quality standards.

This updated version of ISO 9001 for Small Businesses, offers advice based upon ISO 9001:2000,  which replaced ISO 9001:1994, ISO 9002:1994, and ISO 9003:1994. The new standard defines the requirements for a quality management system based on "the process model" and is aimed at achieving customer satisfaction and continual improvement in performance. The handbook explains the standard in plain, easy to understand language, giving examples to illustrate its application.

This electronic format publication is available for $42.00 in PDF format for fast download and quick access. By clicking onto the ESS link above, you can begin benefiting from this guide to the ISO 9000 family of quality management standards.

The handbook was written by a group of experts participating in ISO/TC 176, the ISO technical committee, which developed the revised ISO 9000:2000 series. Their target audience is the small business operator who has neither the time nor the resources to spend on ISO 9001:2000 training courses. The full text of ISO 9001:2000 is included in boxes, section by section, accompanied by explanations, examples, and implementation guidance in everyday terms.

In addition, the handbook includes the eight quality management principles on which the ISO 9000:2000 series is based, plus revised sections on the steps involved in setting up a quality management system - including how to get started - and doing so with or without the assistance of a consultant.
 

7. Class Schedule for November, 2002 - January, 2003

To enroll in any of these public classes, go to the Class Schedule at our web site, or call us at 800-404-7585. The classes taught by Larry Whittington are shown in gold.

ISO 9001:2000 Lead Auditor (ANSI/RAB-NAP Accredited) - CEEM, Inc.

November	December	January
04-08  Reston, VA	02-06  Orlando, FL	06-10  Orlando, FL
18-22  Atlanta, GA	09-13  San Jose, CA	13-17  Dallas, TX
18-22  Dallas, TX	16-20  Reston, VA	27-31  San Jose, CA

ISO 9001:2000 Internal Auditor (ANSI/RAB-NAP Accredited) - CEEM, Inc.

November	December	January
13-15  Dallas, TX	09-11  Atlanta, GA	22-24  San Jose, CA
- -	11-13  Reston, VA	29-31  Atlanta, GA

ISO 9001:2000 Auditor Transition (RAB-Approved)

November	December	January
04-05  Dallas, TX	09-10  Orlando, FL	13-14  Orlando, FL
14-15  Reston, VA	16-17  San Diego, CA	27-28  Reston, VA

Implementing ISO 9001:2000 (for New Systems)

November	December	January
12-13  Atlanta, GA	09-10  Reston, VA	09-10  Dallas
12-13  Reston, VA	- -	27-28  Atlanta

Understanding ISO 9001:2000 Requirements

November	December	January
- -	12-13  Atlanta, GA	- -

ISO 9001:2000 Conversion (for Existing Systems)

November	December	January
04-06  San Diego, CA	11-13  Orlando, FL	15-17  Orlando, FL
20-22  Dallas, TX	18-20  San Diego, CA	29-31  Reston, VA

Quality System Documentation (Revised for ISO 9001:2000)

November	December	January
14-15  Atlanta, GA	05-06  San Jose, CA	- -

To arrange an economical on-site class, please call us at 800-404-7585.
 

8. Schedule of Quality Events

ASQ's 3rd Six Sigma Conference
January 27-28, 2003 in Palm Springs, CA

ASQ Quality Audit Division Conference
February 6-7, 2003 in Reno, Nevada

ASQ's Business Excellence and Customer Satisfaction Conference
February 10-11, 2003 in New Orleans, Louisiana

ASQ's 10th Annual ISO 9000 Conference
March 10-11, 2003 in Dallas, Texas

ASQ Quality Management Division Conference
March 12-14, 2003 in Phoenix, AZ

25th International Conference on Software Engineering
May 3-10, 2003 in Portland, OR