TS16949内审课程

1,ISO/TS16949,InternalAudit,2,黄治淮先生确利达顾问有限公司运作经理ISO/TS16949:2002SupplierAuditorIRCAEMS注册主任审核员CNABQMS注册审核员注册管理咨询顾问,3,心态小测试,4,1QualityAudit体系审核2AuditPhases审核阶段3PlanningPreparation策划准备4ConductAudit实施审核5Report學員為內審員.講述審核方式并提問,講師扮演被審核方.,24,ClosingMeeting末次会议,ChairedbyteamleaderExpressthanksRe-confirmtheauditstandardandauditscopeReportthepositiveauditresultReportthenonconformance(NC)MentiontheobservationandopportunityforimprovementReporttheauditconclusionreplytimeoftheCorrectiveActionRequest(CAR)ArrangethefollowupauditExpressthanksagain,由审核组长主持致谢再确认审核标准和审核范围报告正面的审核结果报告不符合项提出观察项，改进的建议宣报审核判断结论纠正措施回复时间安排跟踪审核再次感谢,25,NonconformanceDefinition不符合项定义,Major:theabsenceortotalbreakdownofasystemtomeetaISO/TS16949requirement.Anumberofminornonconformitiesagainstonerequirementcanrepresentatoatlbreakdownofthesystemandthusbeconsideredamajornonconformity.Anynoncompliancethatwouldresultintheprobableshipmentofanonconformingproduct.AconditionthatmayresultinthefailureofmateriallyreducetheusabilityofthetheproductsorservicesfortheirintendedpurposeAnoncompliancethatjudgmentandexperienceindicateislikelyeithertoresultinthefailureofthequalitysystemortomateriallyreduceitsabilitytoassurecontrolledprocessesandproducts.,严重质量体系缺少或完全失效ISO/TS16949要求。在某一个体系要求出现好几个轻微不符合可变成体系完全失效，这也是严重不符合。任何可能使不合格产品装运的不符合情况。任何导致产品或服务的规定使用性能降低或失效的不符合情况。任何可能导致质量体系失效或严重降低对产品和过程控制能力的判断或经验的不符合情况。,26,MinorIsaISO/TS16949noncompliancetothatjudgmentandexperienceindicateisnotlikelytoresultinthefailureofthequalitysystemorreduceitsabilitytoassurecontrolledprocessesorproducts.Itmaybeeither:afailureinsomepartofthesuppliersdocumentedqualitysystemrelativetoaISO/TS16949,orAsingleobservedlapseinfollowingoneitemofacompanysqualitysystem.,轻微判断或经验与ISO/TS16949的不一致但又不可能导致体系失效，或降低对产品和过程能力的控制。供方与ISO/TS16949有关的形成文件的质量体系某一部分不符合要求。在公司质量体系中发现的单个错误。,NonconformanceDefinition不符合项定义,27,ConformNomajororminornonconformitieswerenotedintheaudit.,符合项-在审核中没有发现严重不符合或轻微不符合。,NonconformanceDefinition不符合项定义,28,NonconformanceReport不符合报告,Findings发现Evidence依据Explanation解释,29,AuditReport审核报告,AuditdateAuditorteamAuditstandardsAuditscopeAuditplanAuditresult/findingsNonconformanceObservation,opportunityforimprovementDispositionconclusionFollowupaction,审核日期审核员小组审核标准审核范围审核计划审核结果/发现不符合项观察项，改进建议判断结论跟踪行动,30,AuditeeCauseAnalysis&CorrectiveAction被审方原因分析纠正措施,UnderstandtheNCproblemInvestigatetherootcoursePinpointtoproblemcause,takecorrectiveactiontoavoidre-occurringExtendthecorrectiveactiontothesimilarproducts/process/systemVerifytheeffectivenessoftheaction,了解不符合项问题调查根本原因针对原因，采取纠正措施，预防再发生举一反三，扩大纠正措施到同类产品/工艺/系统验证措施是否有效,31,FollowupAudit跟踪审核,ToverifywhetherthecorrectiveactionhasbeenimplementedToverifytheeffectivenessofcorrectiveactionChecktherelevantmodifieddocument/recordRe-samplecheckthenewoperationrecordRe-checktheoperationmethodandimplementation,验证纠正措施是否已实施验证纠正措施是否有效检查相关修改文件/记录再抽查新的运行记录再检查运行方法和实施情况,32,AuditSkill审核技巧,FactFindings找寻事实-Read读-Observe看/观察-Listen听-Ask问,33,Read-Standards-Qualitysystemdocument,record-customercontract,specialrequirements-previousauditrecords-customercomplaints-dataanalysis,读：-标准-质量体系文件，记录-客户合同，特殊要求-以往审核记录-客户投诉情况-分析资料,AuditSkill审核技巧,34,Observe-auditeetheresponse,bodylanguage-responseofotherpeople-lookattheauditeeseyes-Sensejudgment,看/观察被审方的反应，身体语言其他人员的反应看着对方的眼睛感官判断,AuditSkill审核技巧,35,ListenBewaretheenvironmentalinfluenceBewarewhethertheauditeecanrepresentAnalyzeinformationSummarizeinformationRecordtofollowupNottoappraisethespeakerBewarethesideindicationShowtheinterestingtolisten,听注意环境影响注意对方是否有代表性分析资料总结信息记录以便跟踪切勿评价讲者注意言外之意表示有兴趣听,AuditSkill审核技巧,36,AskclosedquestionLeadingquestionOpenquestionWhoWhenWhereWhatHowWhyShowmeDouble/multiplequestionFollowupquestion,问封闭式问题带领式问题开放式问题何人何时何处何事怎么样为什么给我看看2个/多个问题跟踪提问,AuditSkill审核技巧,37,AuditFlowdraftflowchartThefirstquestionFromtopdown/frombottomupTraceforward/tracebackwardHorizontalcheckFocuscheckSamplecheckmethodApplyROLA,审核流程粗略的流程图第一条问题由上而下/由下而上往前追查/往后追查横向检查重点检查抽样方法运用ROLA,AuditSkill审核技巧,38,Otherremarktimemanagement/controlCoverallrelatedactivitiesaccordingtotheplanAvoidsidetrackingAvoidbeingled/missledNottoinvolveinthediscussionsofcauseandresponsibilityNottoprovidethedetailmethodofsolutionDontbeafraidtosayyoudontunderstandTheeffective2waycommunication,其他注意时间管理/控制按计划，覆盖所有相关活动不被转移目标不被引导/误导不参与讨论原因和责任不提供具体解决方法不要害怕说你不明白有效的双向沟通,AuditSkill审核技巧,39,AuditorAttitude/Responsibility审核员态度/责任,Good好Goodlistener善于聆听Openminded思想开朗Diplomatic善于交往Resilient复原力强Unbiased公平Honest诚实Patient耐心Self-disciplined自律Articulate善于沟通Abletocommunicate表达力强Interested有好奇心Unafraidofbeingunpopular不怕受排挤Empathetic具同情心,Bad坏Arrogant傲慢Opinionated偏见Self-important自大Lazy懒惰Argumentative好争辩Shy害羞Timid胆怯Gullible易受骗Impatient缺乏耐性Poorcommunicator不善于沟通Desiretobeliked希望被喜欢Unprofessional不专业,40,AutomotiveAuditKeyPoints汽车行业审核中的要点,UseofISO/TSstandardchecklistBewareofcustomerspecificrequirementsCollectcustomerrequirementsfromSalesdepartmentandpasstootherauditorsThinkabouttheproductapplicationinautomobileConsiderthespecialcharacteristicsLookintoproductionprocessandcheckFMEAandcontrolplanUsecontrolplantoauditproductionprocessFeedbackanycorrective/preventiveactiontoFMEALinkwithtechnicalmanualsAlwaysconsideropportunityforimprovement,使用ISO/TS标准检查表注意客户特殊要求从销售部收集客户要求并分发给其他审核员考虑产品在汽车行业的运用考虑特殊特性视察生产过程，检查FMEA和控制计划审核生产过程中使用控制计划反馈任何纠正/预防措施到FMEA连接技术手册始终考虑到改进的机会,41,Nonconformancedecision不符合项的确定,ConsidertheimpacttothequalitysystemConsidertheimpacttothecustomerConsidertheimpacttotheautomotiveapplication,考虑对质量体系的冲击考虑对客户的冲击考虑对汽车使用的冲击,42,ProcessModelAuditApproach过程模式审核方式,Resources资源,Output输出,Result结果,Control控制,Objective目标,Input输入,Process过程,P,D,C,A,43,CorePro