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The Quality Professional: A catalyst for
change and excellence… Becoming a
quality consultant and Auditor
November 10, 2011
Timon Waugh
Presentation Outline
The Definition of “QUALITY”
Quality Professional
Catalyst for Change and Excellence
The Quality Consultant
The Quality Auditor
The Definition of Quality
What Is Quality
'how closely a product or service meets its
design specification'
'surpassing customer needs and expectations
throughout the life of the product'
'a product or service free of deficiencies'
'reducing the variation around the target'
'a state of mind'
'the extent to which products, services,
processes, and relationships are free from
defects, constraints, and items which do not
add value for customers'
'never having to say you're sorry'
What Is Quality
'an ever-evolving perception by the customer of
the value provided by a product. It is not a static
perception that never changes but a fluid process
that changes as a product matures (innovation)
and other alternatives (competition) are made
available as a basis of comparison'
'peace of mind'
'never an accident'
'the inherent features possessed by a product or
'when what comes back is the client/customer, not
the product'
'no surprises!’
What Is Quality
'‘Degree to which a set of characteristics
fulfills requirements".
 A requirement: [a] "need or expectation
that is stated, generally implied or
Quality System
 "[A] management system to direct and
control an organization with regard to
ISO 9000
The Meaning of ‘Quality'
Fitness for Purpose
Conformance to Specification
Quality Management
Quality management is an organization-wide approach to
understanding precisely what customers need and consistently
delivering accurate solutions within budget, on time and with the
minimum loss to society.
Quality management will ensure the effective design of
processes that verify customer needs, plan product life cycle and
design, produce and deliver the product or service.
This also incorporates measuring all process elements, the
analysis of performance and the continual improvement of the
products, services and processes that deliver them to the
customer. Quality management is also referred to as business
management or integrated management.
The Quality Professional
Conforming to the ethical or technical
standards of a profession
Exhibiting a courteous... generally
businesslike manner in the service delivery
Gaining livelihood [being paid] in a field
(e.g. sports) also engaged in by amateurs
Having a permanent career in
Quality Professional
One who has made a career out of
providing quality related services in a
courteous and businesslike manner whilst
conforming to all relevant ethical and
technical standards.
Catalyst for Change and
Purpose and Intent of Quality
Management systems standards serve a number of
The quality assurance function which is about giving confidence to
customers that the products and services are what they are claimed
to be
The quality management function which is about defining, planning,
organizing and achieving goals
The social responsibility function which is about managing the
impact of operations on other stakeholders
The integrated management function which is about visualizing the
organization as a system of interconnected processes and managing
these processes so as to satisfy the expectations of all stakeholders
Catalyst For Change and
Organizations have many stakeholders and delivers outputs
that are intended to satisfy these stakeholders. The QMS
should serve as the tool for achievement, control, assurance
and improvement of stakeholder requirements and their
Catalyst For Change and
Quality Management Systems are usually based on defined
There are three ways of using these standards.
As a source of information on best practice that can be
consulted to identify opportunities for improvement in
business performance
As a set of requirements that are implemented by the
As criteria for assessing the capability of a management
system or any of its component parts
Catalyst For Change and
At the core of the quality management
system are
Meeting customer requirements
Continual Improvement
Enhancing customer satisfaction.
Quality Management Systems
Customer focus
Involvement of people
Process approach
System approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationships
Take Note
Change needs a driver
Newton’s second law
Excellence needs competition
The Quality Consultant
What Is required of the
Quality Consultant
Implementing a quality management system
Changing the quality culture
Implementing new methods such as failure mode
effects analysis (FMEA), production part approval
process (PPAP), or statistical process control (SPC)
Implementing quality improvement models such as
six sigma, kaizen, lean manufacturing or total
productive maintenance (TPM)
Deciding to Become a Quality
understanding what’s involved and deciding
whether consultancy is the right start-up
opportunity for you.
know your product;
know your market;
know your skills.
Know Your Product
First of all, you need to audit your
knowledge, skills, experience and expertise
to determine.
What have you learned in your career that you
can sell to others?
Do you really have a wealth of quality related
knowledge, accumulated over decades working in
an ever more demanding environments, or do
you simply have the same couple of years’
experience repeated many times over?
Know Yourself
Consultancy requires a wide variety of
personal attributes that will make a real
difference to your success such as:
Good inter-personal skills
Know Your Market
Is there a demand for Quality Consultant
What are the niche areas
To successfully make this assessment you
need to understand what’s going on in the
world around you.
Ideally you want the skills you’re offering to
match a growing area of demand, where
they will be in short supply and the
competitive environment is at least
Keep learning - All you sell is what you know.
Consultants must be great leaders, they are
frequently asked to lead management/organizations
to places they don’t really want to go. Consultants
must therefore be confident and convincing – keep
improving your people skills.
Let your history help you - Make sure everyone you
have ever known knows that you’re consulting, and
specifically what sort of work you do.
Set up your business systems for billing, marketing,
business planning, keeping in touch with existing
The Quality Auditor
Certified Quality Auditor - CQA
The Certified Quality Auditor is a professional
Understands the standards and principles of
auditing and the auditing techniques of examining,
questioning, evaluating and reporting to determine
a quality system’s adequacy and deficiencies.
Analyzes all elements of a quality system and
judges its degree of adherence to the criteria of
industrial management and quality evaluation and
control systems.
Becoming a Certified Lead
An IRCA certified lead Auditor training course is your first step in
becoming a certified lead auditor for ISO 9001. A quality lead
auditor is a individual who has successfully completed the lead
auditor training course and has experience of reviewing
processes against the requirements of both a company and the
requirements of ISO 9001.
Usually an Internal Auditor audits the processes and procedures
within the company in which they work. A lead Auditor can also
audit within their own company but they can also lead teams of
auditors on larger audits and audit other companies such as
suppliers (second party audit) or conduct third party audits in
the employ of a certification body such NCBJ
What is Covered by ISO 9001:2008 Lead
Auditor Training
The overall purpose of a Quality Management System
The Principles of Quality Management
The content and inter-relationships of the ISO 9001
standards (ISO 9000, ISO 9001, ISO 9004)
ISO 19011, The international standard against which
defines how audits should be conducted.
The Roles, Responsibilities, and qualities of a Lead Auditor
/ Internal Auditor
Planning and executing an audit in accordance with the
requirements of ISO 19011
Writing Value-added, factual and valid audit reports.
Audit follow up and the evaluation of effective corrective
The Structure of ISO 9001:2008
Lead Auditor Training
The courses normally take a full four days
including various role plays and tests, how
you perform within the course will also
decide if you pass or fail this course. The
fifth day is usually revision of the various
topics and then a two hour examination
that will test your knowledge of both ISO
9001 and how to conduct an audit.
Becoming a Certified Lead
Having completed your lead auditor training and
passed your exam you will have your course
certificate, however this does not make you a
“certified lead auditor".
As long as your training course was IRCA
(International Register of Certified Auditors) then
you can convert your training with the addition of
some experience to become a certified lead auditor
IRCA is responsible for approving both auditor training courses as
well as certifying auditors. An alternative to IRCA is the
International Personnel Certification Association (IPC)
Thank You!!!