Auditing and Monitoring QMS & Process Effectiveness

By the end of this 1-day practical and interactive course & workshop auditors and other management team members will understand how to audit and implement processes to monitor and ‘actively manage’ QMS quality objectives, operation process effectiveness (PEARs) - and customer satisfaction.


The revised requirements contained in both the ISO 9001:2015 and AS9100:2016 series of standards (and AS9101:2016) are covered in detail plus links to the deployment of SC21.

TEC Transnational’s highly interactive 1-day Auditing & Monitoring QMS & Process Effectiveness training course explains through the use of examples how members of the management team can create quality objectives at all levels and departments and how to achieve their objectives to the benefit of their organization and customers. The auditing of effectiveness is covered in detail.

Course topics include –

Introduction to ‘process-based’ thinking

  • Understanding the term ‘requirement’
  • 9100:2016 series of standards state minimum requirements
  • AS9100:2016 (additional) mandated QMS requirements
  • Understanding the term ‘process’
  • Identifying operation processes in AS9100:2016 clauses
  • Determining an organization’s QMS operation processes
  • Understanding the terms ‘quality’ and ‘quality management system’
  • Scope of a quality management system

Understanding quality objectives at relevant functions, levels and processes of the QMS

  • Understanding the terms objective and quality objective
  • Sources of an organization’s (quality) objectives
  • Understanding KPIs (Key Performance Indicators)
  • Identifying different ‘data types’ associated with KPIs
  • Collecting the different types of KPI data
  • Identifying and quantifying operation process KPIs
  • Examples of operation process KPIs
  • Understanding why operation KPIs are important (The Hidden Factory)

Actively managing process effectiveness (PEARs)

  • Auditing (clause 8) OPERATION process results
  • Assessing how process results are ‘actively’ managed
  • Actively managing and improving process KPI results
  • Understanding the term ‘effectiveness’
  • Evaluating operation process effectiveness
  • Understanding planned activities and planned results
  • Determining operation process effectiveness
  • Understanding the term ‘audit’
  • Understanding the terms ‘audit criteria’, ‘audit evidence’ and ‘conformity’
  • Understanding the terms ‘objective evidence’ and ‘data’
  • Determining the ‘effectiveness’ of each operation process (Process Evaluation Matrix) - AS9101:2016
  • Scoring the effectiveness of each operation process
  • Nonconformities and nonconformity reports (NCR) – focused on process effectiveness
  • Issuing NCRs against process results
  • Grading nonconformities – major or minor
  • Major nonconformity (aerospace and defence sectors)
  • Minor nonconformity (aerospace and defence sectors)
  • Details of the items in an effective NCR

Actively managing customer satisfaction

  • Customer satisfaction related to products and services
  • Customer satisfaction (ISO 9000:2015)
  • Quantitatively monitoring customer satisfaction
  • Assessing active management of customer satisfaction

Implementing and checking RCCA Root Cause Corrective Action

  • Nonconformity determination
  • Overview of the corrective action process
  • Elements of ‘RCCA’ problem solving
  • Common tools for root cause determination
  • Finding a root cause(s) using the “5-Whys methodology”
  • 5-WHYs – working backwards to the (root) cause
  • Finding a root cause(s) using a Fishbone Diagram (4-Ms)
  • Preforming corrective action with the ‘8-D’ process
  • AS13000 mandated forms – 8-D process
  • Preforming corrective action with value stream mapping
  • Example of VSM used to study late deliveries of parts
  • Customer requirements relating to quality objectives
  • Preforming corrective action for customer ‘problems’
  • Actions following determination of the root cause
  • Recording the entire corrective action process

Extended Q & A session


Public course

Our public courses are run at the Woodland Grange Conference Centre in Warwickshire

The course fee includes a 3-course lunch and refreshments during both days

Course dates
On-site course

In-company courses may be organised at any time and are extremely cost-effective on a ‘cost-per-student’ basis. The host company is responsible for the venue costs.

We can accommodate up to 10 (maximum) delegates per session.

Details/quote

Lead Auditors and Internal & supplier auditors and all members of the organization's management team -

  • Top Management
  • Process/Department Managers (at all levels)
  • Process Owners
  • Purchasing/Procurement Managers

This highly interactive and practical course & workshop provides all the guidance needed to ensure that auditors and members of the management team can audit and implement processes to monitor and ‘actively manage’ QMS quality objectives, operation process effectiveness (PEARs) and customer satisfaction. Everything is taught through examples, scenarios and team exercises.

All participants will receive a training certificate containing the TEC Transnational logo – confirming their understanding of the implementing and auditing the monitoring of QMS performance, process effectiveness and customer satisfaction.


Larger teams might benefit from our in-house courses. Fill out the form below and we will contact you with further details.

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