Auditor Training
Expectations on AQMS audits
Eduardo Lorenzo Castro
EMBRAER S.A.
Auditor Training
AS 9100C - Highlights
“To assure customer satisfaction, aviation, space and defense
organizations must produce, and continually improve, safe, reliable
products that meet or exceed customer and applicable statutory and
regulatory requirements.”
“The application of a system of processes within an organization, together with
the identification and interactions of these processes, and their management to
produce the desired outcome, can be referred to as the “process approach.”
“An advantage of the process approach is the ongoing control that it provides
over the linkage between the individual processes within the system of
processes, as well as over their combination and interaction.”
Auditor Training
Our expectations for Auditors are:
• Understand the organization, its products and
customers
• Maintain a process approach
• Focus on customer satisfaction
• Add value for the organizations and on all supply chain
• Keep on the standard
Auditor Training - Good practice to share
Supplier
Input
Process
Output
Customer
– Applied on assessments
Purpose:
The purpose of a SIPOC Diagram is to define and document the
Suppliers, Inputs/Requirements, Key Process Steps,
Outputs/Requirements, Customers, and Critical-to-Quality elements of a
business process.
Why use it?
Whenever you are planning to start some process management or
improvement activity, it’s important to get a high-level understanding of
the scope of the process first. A SIPOC Process Definition helps the
Process Owner and those working on the process to agree the
boundaries of what they will be working on.
Auditor Training - Good practice to share
SIPOC – trace back
Organization’s products and customers
Outputs/Requirements, Customers, and Critical-to-Quality elements of a
business process
Find out the customers
• Identify main customers. Revenues, parts shipped, etc;
• Do not forget small customers.
Spend time to identify and understand the customer’s
requirements
• Ask for contracts;
• Websites, Portals, e-commerce.
Auditor Training - Good practice to share
SIPOC – trace back
Organization’s products and customers
Outputs/Requirements, Customers, and Critical-to-Quality elements of a
business process
Customer Satisfaction
• How does the organization measure? Both own and customer
indicators.
• Quality, delivery, responsiveness, etc
• How does the organization manage these indicators?
• Customer complaints
Auditor Training - Good practice to share
Data
Supplier
Input
Process
Output
Customer
Analysis
Knowing the organization’s processes
• Ask for the relation between processes and products;
• Consider the relevance of each process for the critical products
and customers;
• Factual analysis to prioritize the processes (results and criticality);
• Factual analysis to prioritize Standard requirements;
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Improvements
• Are the critical processes focused?
• Are the organization’s goal address customer needs/satisfaction?
• Which are the inputs for improvements?
• Complaints
• Organization’s performance indicators
• Customer’s indicators
• Market feedback
• How does the organization verify the effectiveness of the actions?
• Were the customers involved? If applicable
• Is based on data?
Auditor Training
Reporting
• Be polite and/but provide a real feedback for top management – no
soft grade;
• Use a business speech not only 4., 5., 7.
• Customize the report; include detailed information in order to
aggregate value for the organization, customers and to be a good
input for next audits.
• Keep this on mind (auditor and organization) – “To assure
customer satisfaction, aviation, space and defense
organizations must produce, and continually improve, safe,
reliable products that meet or exceed customer and applicable
statutory and regulatory requirements.”