Systems

Why do people circumvent a system that is actually working for them (or at least not against them)? The other day, the accountant (let’s call him Brian to make this easier) came to me saying he needed a part number for a form. Upon showing me the form, which was for work cell costing purposes (no, the ERP didn’t go live on Oct.1 – now the date is late Nov.). I asked Brian why it needed to be controlled since it looked like it would be a short-use sheet and really had nothing to do with quality processes. Brian said that the President of the company told him that it needed to be revision controlled.

Once I explained what it would take (all the training and proof of training that would be needed) he said that he would talk to the President and get back with me. Fair enough.

A couple days later, Brian told me that the President didn’t really want it controlled and that he (Brian) should just “make up a number” and put it on the sheet. Figuring that he had misunderstood, I corralled Brian and we went to talk to the President. He said that the training requirements were just too much trouble for a short-use sheet. I agreed and told him that I didn’t see why it needed to be controlled in the first place. We left it that Brian would put a revision level and date on the sheet – but no number. That way if they changed the sheet, they would be able to tell which sheets were older at a glance. So far, everything is hunky-dory.

Yesterday, I was up in the front offices using the copier (the copier in back couldn’t do the job I needed done), when I happened to see one of the work cell costing sheets that had been left on the copier. I glanced at it and noticed that it had a fake part number on it. It was done in the fashion as real part numbers (such as MF1001; MF = manufacturing form).

Lets just say that Brian has never seen anything with a part number on it (not a controlled document anyway – product has a completely different numbering system) so I don’t see how he could have known enough to simulate a part number so well.

That leaves the President, who, let’s not forget, is the one that wants this company ISO certified. He certainly knows about part numbers since he was the one who started the system. I’ve already told him that the form does not need to be controlled or even have the appearance of being controlled. And he decides to do a run-end around a system that is working with him. What kind of sense does that make?

If we were being audited today and the auditors saw the form and decided to follow its training and revision history, my area would flunk the audit. And believe me, my area would not be the only one going down with the boat; I would make sure to tell the auditor the entire history as I knew it. And that my friends, would show a lack of management commitment to the quality system which means that two areas would flunk (or be severely dinged).

Even worse, is that the President is teaching people to work outside the system. Quality systems policies and procedures have to be followed by everyone. They don’t make separate rules if you are in upper management versus if you are a peon (as I am). It is expected that a quality system cannot work unless upper management is committed to it and demonstrates it to employees. If people see management ducking under or around the system, that is exactly what they will do.

I am going to have to talk to the President soon to find out why this happened (he’s my boss at this point so I can’t even talk to my manager). The talk will have to wait until next week since he is out of the office until then. If it is claimed to be a misunderstanding then fine, I will let it go. However, I could very well be fired for trying to do my job. Or I may not like the answer that I get and start job-hunting again.

Comments

[Wichi Dude]

Don't you just love that kind of support. I have some stories that are similar, but situations prevent me from sharing.
Hope you get it worked out. ISO does not have a sense of humor. I know.

[Jackie]

I don't envy you—it's like being an Enron whistle-blower, on a smaller scale. What a depressing story; good luck next week.

[billy]

...hmmmm :^(...this is one of those stories that unfortunately sounds like it won't have a happy ending :^(...having just gone through all this with stephanie I can only hope that your story comes out better...