Gomes de Oliveira, Valmy Artus (2001, ASQ) Magnesita SA, Contagem-MG, Brazil
[This abstract is based on the author's abstract.]
Quality programs work well if they stress continuous improvement and use this as a leverage force towards quality and success at all levels of the organization. A quality audit method is described that involves a score system that awards the auditees points based on the number and severity of non-compliances found in their quality systems. The fewer the non-compliances, the higher the score, up to a level. In order to go higher, the auditee must present actions, identified as benchmarks, that go beyond "compliance to standards" into areas that will improve the company's quality as perceived by the customer. A case study demonstrates a structured system to create this performance-driven environment, and how the auditor turns into a catalyst for the process.
Quality audit,Performance objectives,Motivation,Employee involvement (EI),Continuous quality improvement (CQI),Customer expectation