Company Confidential
Registration Management Committee (RMC)
Presenting Results to Clients
San Diego, CAJanuary 19, 2012
Tim Lee, The Boeing CompanyOPMT Chair
OP Assessor WorkshopSan Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• Introduction– How to say, “Your management system is not
as good as you think it is” nicely!
– Diplomatically giving clients bad news
– Ideas and tips for auditors
– AS9104, ISO/IEC 17021 and ISO 19011
– Preparation and planning
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors– Ethical
– Open-minded
– Diplomatic
– Collaborative
– Observant
– Perceptive
– Versatile
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors– Tenacious
– Decisive
– Self-reliant
– Professional
– Morally courageous
– Organized
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• Opening Meeting Topics:– Information about the conditions under which
the audit may be prematurely terminated
– Confirmation that, during the audit, the client will be kept informed of audit progress and any concerns
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• Closing Meeting:– Audit conclusions
– Recommendation regarding certification
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• No Surprises Approach: – Warn in advance
– Softens the blow
– Creates the right atmosphere
– Aids delivery and acceptance
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• Preparation and Planning:– Know your client and its culture
» Professional and accommodating» Hard-to-please» Angry» Anticipate reaction to bad news» Recognize stress and emotions created by
audits» Build strong and long-term relationships
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
• Preparation and Planning:– Know your client and its culture
» Internal “Corporate” culture» Ethnic, social, economic, political or religious» Be sensitive but remain impartial» Adjust to auditee’s language skills» Consider cultural aspects at all stages of audit» Evaluate significant cultural aspects at Stage 1
Audit
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
The Sandwich ApproachGood News Bad News Good News
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
Breaking Bad News to Clients– Tips for softening the blow:
» Tone it down» Done with empathy and professionalism» Get to the point and stick to business» Tell the truth and focus on facts» Focus on positives» Anticipate reactions
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
Breaking Bad News to Clients– Tips for softening the blow:
» Put yourself in the auditee’s shoes» Acknowledge the client’s feelings» Take charge and maintain control» Remind them of the bigger picture
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
Breaking Bad News to Clients– And finally:
» Follow through and stay connected
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
Remember:
The sandwich methodology GOOD-BAD-GOOD
Never ever give bad news first
San Diego, CAJan 19, 2012
Company Confidential
Registration Management Committee (RMC)
Questions
Thank you!San Diego, CAJan 19, 2012
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