15

S e s s i o n T i t l e / O v e r v i e w

A1

Communication Excellence: Capitalizing on active listening and delivery. As Quality professionals, you have the potential to create value for your organization during every meeting, every walk through, and every conversation. In this highly participatory workshop, Margaret Dospiljulian, Principal of Dospil & Associates, will share the tools and techniques needed to successfully help you optimize every communication opportunity. Included will be: The 6 common communication principles found in all organizations, regardless of size, maturity, or sector. Key components and barriers to successfully delivering your messages. The 6 listening tips that will help you optimize your listening skills.

Topic Level: Knowledgeable Presenter: Margaret Dospiljulian, Principal of Dospil & Associates.

A2

Performance Indicators This presentation addresses leading and lagging enterprise performance indicators (PIs). The presentation provides sample PIs for various enterprise functions, with special emphasis on audit and corrective action function PIs.

Topic Level: Knowledgeable Presenter: Ben Marguglio, President; BW (Ben) Marguglio, LLC / High Technology Seminars

A3

Auditing to Reduce Risk: Cross Functional/Organizational Method In the post Enron regulatory environment, financial audit models have become more prescriptive and costly for implementing organizations. Many are now seeking ways to achieve the same or higher degrees of confidence in the financial statements more economically. A vast source of information on financial performance already exists within the operational real, just waiting for management. This presentation will suggest effective ways through which management will have the required assurance over its controls at reduced cost. .

Topic Level: Knowledgeable to Expert Presenter: Andy Hofmann President Metrics Management Consulting Inc

A4

Rogerian Techniques in Crisis Internal Auditing When an organization is in crisis, standard techniques of internal quality auditing may not be sufficient to illicit correct and appropriate answers to auditor questions. During these times another approach or model, one based on Rogerian psychology and right-side brain analysis, may prove to be more beneficial. Rogerian techniques focusing on an holistic conception of a process or procedure and the use of miracle questioning, in which all auditees are observed equally and not based on responsibilities, removes stress and tensions that are already present due to the crisis.

Topic Level: Knowledgeable to Expert Presenter: Bill Hackett Senior Associate, Quality Management Systems ICF Consulting LLC

A5

Supply Chain Management Audit System Part I – Supplier System Qualification Auditing This paper presents a case study of how a supply chain system for a high-tech design and manufacturing company identified and qualified its supplier base using core auditing strategies and tools. Supply chain management team selection is described with regard to roles in supplier assessments. Team development of supplier assessment elements and measurements will then be introduced along with the rationale for the elements to be assessed. Finally the site visit assessment process is provided. This description will cover the site auditing process from initial planning through final assessment, grading and recommendation report.

Topic Level: Knowledgeable Presenter: Mark Crozier Sr. Lead Engineer Quality General Dynamics

A6

Excellence Models and Corporate Governance This session will describe the Baldrige Criteria for Performance Excellence and other international models and their evolution to include corporate governance as part of the management system. The power of these models in promoting ethical behavior lies in their framework for systems thinking. Rather than viewing governance as a stand-alone requirement, these models embed the elements necessary to make governance part of the fabric of the organization. Specific areas for discussion include: Responsibilities of organizational owners/shareholders, board of directors, and executives governance as an element of organizational sustainability integration with strategic planning, performance analysis and review, and human resource management differences in excellence models and their implications.

Topic Level: Knowledgeable Presenter: Kay Kendall Master Black Belt ASQ Certified Quality Manager

16

B1

Quality Obsession ‘Quality’ is built in the product, system or service by the task-performer. ‘Quality’ is an attitude, a mindset the reflection of which can be seen not only at the workplace but also in all walks of life. Employees, when they put their hearts, heads and hands onto the work, produce the best quality. This is how great monuments like the Taj Mahal and the Konark Sun Temple were beautifully carved out of stones. This focused approach is an amalgamation of procedures, people and passion to produce superior products is termed as “Quality Obsession”.

Topic Level: Expert Presenter: Santosh Kumar Jain and Bhuwnendra Kumar, Bharat Heavy Electricals Limited

B2

Ethics for Quality Auditing A PowerPoint presentation on CD will be provided with real life case studies and examples. These case studies will show the need for ethics in the auditing aspects of an organization for the benefit of the auditor and audited. The presentation will be clear and concise with bulleted items discussed. In addition, a handout of the complete paper utilized in the PowerPoint generation will be provided with additional resources identified in the presentation. The presentation will also provide potential plans for training of auditors for conducting ethical audits.

Topic Level: Knowledgeable Presenters: Jo Ann Boyd. Manager Quality Assurance Chemistry and Chemical Engineering, Southwest Research Institute

B3

Getting to the Roots of Effective Root Cause Analysis (RCA) Effective corrective action and problem solving require the ability to understand the system within which the problem occurred. Many methods/tools often used for RCA are useful for documenting the results, but not for performing analysis of the system. This presentation will discuss some ways to make RCA efforts more robust.

Topic Level: Knowledgeable to Expert Presenter: Dukes Okes Knowledge Architect, APLOMET

B4

Auditing – Is there no end-to-end? Leveraging Processes for Effective Quality Audits Most audits are performed by department or by ISO element. Effectiveness of the Quality System can more readily be verified and validated if the audit is performed throughout the process, end-to-end (E2E). This drives true improvement and not displacement of a problem.

Topic Level: Knowledgeable Presenter: Lisa Hershman Global VP, Operational Excellence & Quality Avnet, Inc.

B5

Supply Chain Management Audit System Part II – Supplier System Maintenance Auditing This paper presents a case study of how a supply chain management system for a high-tech computer design and manufacturing company utilizes auditing strategies and tools to maintain control over its supplier base. Supply change management team configuration is described with regard to roles in maintenance assessments. Development of maintenance assessment elements and measurements are introduced along with the rational for the elements to be assessed. The site maintenance assessment process will be provided. This description will cover the maintenance auditing process from initial planning through final assessment grading and recommendation report. Finally, the transition of auditing practices to facilitate continuous improvement and the strengthening of supply chain relationships is presented.

Topic Level: Knowledgeable Presenters: Mark Crozier Sr. Lead Engineer Quality General Dynamics

B6

The Basic Advantage of Process Based Management (PBM) This presentation will explore the challenges of applying the AS9100 standard to an atypical traditional "White Collar” work environment. It has no longer become value added to report to an organization, conduct a Quality Management System (QMS) audit, report the negative findings and leave the client with a puzzled look and a question of how do we fix this?

Topic Level: Novice to Knowledgeable Presenters: Lisa Smith Lead Auditor for the Systems Evaluation group within Commercial Aviation .Services, Boeing. and Davied Carter “Instructions for Continued Airworthiness” (ICA) Quality Team within Commercial Aviation Services, Boeing

17

C1

Using Auditing Techniques to Drive and Measure Change in A Company’s Culture The culture of a company is the beliefs and practices used to get work done within the organization. The culture is explained by words, such as a vision statement or a code of conduct. However, in practice it is expressed by the actual behaviors used by the members of the organization to get work done. Just changing the expressions of the culture is ineffective. It is necessary to define a new set of behaviors and then measure how well these new behaviors are being used throughout the organization. Auditing is a very powerful tool to communicate the new expected behaviors and measure progress in their use.

Topic Level: Knowledgeable Presenter: Al Grigg Manager, Human Resources Breakthrough Improvement Consulting Group

C2

“Corrective & Preventive Action Processes – Fact or Fiction” Corrective and preventive action processes arguably offer the greatest opportunity for return on investment in a quality or environmental management system, yet audist often reveal corrective actions that are narrowly focused on fixing the symptoms rather than eliminating the cause of the problems. Audits also quite often reveal preventive actions are poorly understood and implemented or even non-existent. Increase the value of the process by discovering the real cause and preventing occurrence or recurrence. Effective corrective and preventive action processes are self funding and promote proactive thinking. Topic Level: Novice to Knowledgeable

Presenter: Chuck Howell, President & CEO, AQA International; RABQSA QSLA

C3

Management Systems - How Many Does Your Company Need? How Many Can It Afford? Corporate Expectations has always had and always will have one principle goal – reduce expenses, increase profitability. Each management system introduced into a company, adds costs, adds redundancy making resource justification more difficult, reduces effectiveness by further dividing precious time and increases the documentation nightmare. The purpose, scope and requirements of various management systems are crawling, ever slowly, toward the efficiency and consistency offered through Integrated Management Systems (IMS). If your company needs more than on management system, then it can gain through system integration

Topic Level: Knowledgeable Presenter: Jim Heaviland Management Representative Hydrite Chemical Co.

C4 Effective Management Using Automated Tools This session covers Audit management using automated tools to efficiently manage internal, external, financial audits and scheduling of events without relying on manual paper-based systems to better improve the business practices and satisfy compliance requirements.

Topic Level: Knowledgeable Presenter: Mohan Ponnudurai Sales Application Engineer, AssurX, Inc.

C5

The Effectiveness-Oriented Audit In Japan, 50k certified as ISO9000. Many of them, however, do not look effective for that Organization. Conformity is important, but not enough to take an Organization to success. Audits should be changed to focus on the “Effectiveness” of QMS, and should point out system weakness against take off.

Topic Level: Knowledgeable Presenters: Nobu Hiyoshi and Tomoko Okumura aMSIC lt’d, Tokyo Japan

C6 Introduction of The Auditing Process in the Service Sector This presentation will focus on the differences between auditing in the “white collar” aerospace service sector vs. auditing in the factory environment.

Topic Level: Novice to Knowledgeable Presenters: Lisa Smith Lead Auditor for the Systems Evaluation group within Commercial Aviation Services, Boeing. and Davied Carter “Instructions for Continued Airworthiness” (ICA) Quality Team within Commercial Aviation Services, Boeing

18

D1

How to Use Sentinel Word Data in Conducting Quality Audits: Build Your Organization’s Intellectual Resources Sentinel words are the vital few words used by stakeholders that convey most of the message about the quality of products and services. Sentinel word data can be used in conducting quality audits to help assure that important aspects of product and service quality are addressed from each stake holder’s perspective. If the organization collects and uses sentinel word data on a production basis, the data quality should be regularly audited and assured. By storing and maintaining sentinel word data as knowledge assets, an organization can build their intellectual resources. Sentinel word analysis is easy to implement by anyone on any scale from informal manual tracking to the use of more formal and sophisticated databases.

Topic Level: Knowledgeable Presenter: Christine Youker, Founder, sentinelwordprofiles.com, CQA, CQMgr

D2

Schlumberger Eureka Quality Workshop - 5 Steps to Quality In September of 2004 the Schlumberger Eureka Special Interest Group for Quality met in Sagamihara, Japan to try to create direction for the Quality initiatives for Schlumberger. Each location present, presented information on their Quality Management System. As part of the workshop, we visited Canon and Toyota to try to benchmark some of the quality initiatives. After the tours we all met again and created what we felt was the direction Schlumberger need to take to improve quality to all our customers, internal and external. The presentation will describe Schlumberger, Eureka, Quest, and the results of the workshop and implementation to-date.

Topic Level: Knowledgeable Presenter: Wayne Smith Schlumberger Technology. CQA, RAB QMSA, ISO 9000.

D3

Requirements and Guidance for Internal Audits: Learning from Industry Sources Organizations that conform to ISO 9001:2000 should be very familiar with the requirements for an internal audit program. However, they may not have considered how their program could be improved by examining the auditing requirements and guidance from various industry sources. This session will briefly review the basic audit requirements from ISO 9001:2000, and its companion guidance from ISO 9004:2000, and then delve into the additional requirements and guidance from: Aerospace: AS9100, Automotive: ISO/TS 16949, Environment: ISO 14001, ISO 14004, Software: ISO 90003 Included as a session handout will be a four page Audit Quick Reference from the Internal Auditor course offered by Whittington Associates, LLC

Topic Level: Knowledgeable to Expert Presenter: Larry Whittington President, Whittington & Associates, LLC

D4

Put Your Internal Audit Program on Steroids!!! Easy initial registration and surveillance audits, in which only a couple of non-conformities are discovered, give the impression to employees that internal auditors should be just as easy. They should not be. If a company truly wants to continually improve itself and its processes, internal auditors should be encouraged to be tough. Just as a spade is a spade, a non-conformity is a non-conformity. Then, not only should auditors audit for compliance, but they need to start auditing for effectiveness, as required by ISO 9001.

Topic Level: Knowledgeable Presenter: Mike Micklewright President QualityQuest, Inc

D5

Quality Assurance for Energy EPC Contractors Ensuring that the home office product for the field is correct is a critical step to getting it right in the field. Quality Assurance is a discipline in a company that can help reach that goal. In today's EPC world, supplier data comes later than desired, staff is minimized as budgets are reduced, and schedules are compressed. Putting out a product that can be built with a minimum of rework is still crucial, but now comes with additional challenges.

Topic Level: Knowledgeable Presenter: Mark Locascio Director, Quality Assurance Fluor Corporation

D6

Customer-Focused Improvements for Internal Audits In the framework of this course, internal auditors will be provided with practical knowledge on using the clauses of ISO 19011:2002 and ISO 9004:2004 that are relevant to planning and implementing improvements of the internal audit process. Participants will learn how to collect and handle data in order to continually increase effectiveness of internal audits and will be familiarized with the use of statistical techniques referenced by ISO 10017:2003. Training materials include appropriate and practical examples and forms that internal auditors can use for self-assessment and planning development of their knowledge and skills.

Topic Level: Knowledgeable Presenter: Spencer Hill and Stephen Kopacki, RIM Software Quality Management System Auditors

19

E1

Mind Your "Ps & Qs"? – Yes, But Watch Your "Cs", Too! Auditors confront various documentation and records in a variety of formats and media as they conduct their audits. Regardless of media, documents, and particularly records, have characteristics that define their believability, reliability, or, in other words, their “quality”. As potential evidentiary material they need to be correct; consistent and coherent; complete and comprehensive; current; contemporaneous; and concise. In short, while the auditor may have to mind his or her “Ps” and “Qs” during the course of an audit, he or she must definitely keep in mind the “Cs” as well.

Topic Level: Knowledgeable Presenter: Doug Berg RAB/QSA QMS-LA, IPC QMS-LA and an IRCA QMS 2000-LA Consultant/ Contractor

E2

Transforming Internal Controls Management with Automated Testing Managing the core ERP and financial systems that run your business is hard enough. It’s even tougher to test internal controls across these systems, especially if you’re doing the critical work largely by hand. Luckily, there are better options for managing internal controls testing. In this talk, PV will explain how an automated testing process can significantly reduce the cost of identifying violations within your critical ERP and financial systems and ultimately, improve business process, while substantially transforming the internal controls management process into a competitive advantage.

Topic Level: Expert Presenter: Jeff Skelly, Vice President Western Region, Approva Corporation

E3 QMS Audits as an Enabler for Organizational Change QMS Audits are not just for assessing compliance, but can be used by senior management to gauge the performance of their organization. Examples will also show how QMS audits can be an important tool to help with organizational turn-around.

Topic Level: Knowledgeable Presenter: Denis J. Devos P.Eng Devos Associates Inc.

E4

The Dreaded Audit – A Process Improvement Tool The dreaded audit. As we move into the future, we can affect cultural change by utilizing this extremely powerful process improvement tool as a vehicle in creating value in long-term relationships with our customers and our suppliers. When developing supply chain relationships, the incorporation of the quality audit is a tool that can be used to bring value-add to the relationship. The audited gets an independent analysis of the audited system that can be used to implement process improvements that benefit all stakeholders by creating an efficient and effective system. These process improvements create a higher level of system quality that produces a product and or service that generates a higher level of customer satisfaction. As we know, customer satisfaction leads to increased sales.

Topic Level: Knowledgeable Presenter: Michael Zimmerman Director of Procurement for the Maryland Transit Administration (MTA)

E5

An Innovative Approach to Performing Internal Audits in a Multiple-Process ISO 9001 Certified Quality Assurance Program An innovative internal audit system that has proven to be effective in achieving and maintaining process compliance across multiple product lines. Shaw’s QATS Program provides diverse QA support to the USEPA’s Superfund Contract Laboratory Program (CLP) that includes performance evaluation sample (PES) development, distribution, and scoring; data audit, on-site audits, and methods evaluation. Obtaining and maintaining ISO 9001:2000 Quality Management System (QMS) compliance across these multiple process lines is challenging.

Topic Level: Expert Presenter: Garabet Kassakhian Shaw Environmental, Inc., Quality Assurance Technical Support (QATS) Program

E6

Podcasting and iTraining – Plugged in to Learn, and it’s all Free! The Internet is evolving into a huge collection of special interest websites whose members subscribe to an unending stream of news, music and other information, automatically distributed without concern for time, place or financial gain. “Narrowband” is replacing Broadband through the power of Weblogs, of “Blogs.” This presentation takes you behind the front page of working Blog to see how it’s done and visits similar sites whose subscribers are learning about quality, auditing, and management through text, video and audio. The seminar will conclude by posting a short Internet “Podcast” recorded during the event itself.

Topic Level: Novice through Expert Presenters: Paul Palmes Quality Assurance Director Northern Pipe Products Inc and Kristin Munro Education Coordinator Northern Pipe Products Inc

20

S e s s i o n T i t l e / O v e r v i e w

F1

Quality in Times of Crisis Crisis management is a frequently discussed theme nowadays. During a crisis, typical proactive activities include: forecasting, planning and adjusting. Can audits prevent a crisis? We believe that organizations have enough resources and commitment to complete a plan before they actually experience a crisis. When a real crisis is in course, the usual way of working includes identifying the real nature, intervening to minimize damage and recovering from the effects (including relief to public image damage). A totally new approach is presented. There is up to you to try it before the moment arrives.

Topic Level: Knowledgeable Presenter: Edison DeJuan TODENCO E.O.C. auditor and Quality Engineer. CQA

F2

Visual Quality Internal Auditing When an organization does not possess a traditional workforce, division of labor, or competency of skills, another way must be determined to measure compliance to a quality management system. By using visual cues and identifying visual fields, internal auditors may accomplish necessary quality audits by observing objective evidence and continuous improvement metrics that would otherwise either go unnoticed or accepted as noncompliance.

Topic Level: Knowledgeable to Expert Presenter: Bill Hackett Senior Associate, Quality Management Systems ICF Consulting LLC

F3

Why Lean Hasn’t Worked This interactive presentation provides a set of practical difficulties lean practitioners face during the implementation of lean concepts and tools. The participants learn a few simplistic and cost effective tools & techniques to successfully implement lean to realize desired bottom-line improvements and results. Additionally the attendees learn what to do and what not to do for lean application & implementation.

Topic Level: Novice to Expert Presenter: Baskar Kotte President & CEO of Quality Systems Enhancement, ASQ CQA, CQE & RAB QMS Certified Lead Auditor

F4

Internal Audit Techniques for an ISO 9001:2000 Company: How to use them effectively To maintain registration to the international standards requires a look inside of your organization. This must be done continuously during the three year recertification visit cycles. It is accomplished through walk-around audits, process audits, and company-wide internal audit visits. These processes allowed us to maintain our certification from ISO 9001:1994 through the 2000 version into 2006. This paper presents the tools, improvements to them, results of audit visits, and the ways to use them all effectively.

Topic Level: Knowledgeable Presenter: Milton Kowalewski Quality Manager Foam Fabricators, Inc.

F5

12 Ways Auditing Can Add Value The speaker will present techniques and methods that auditors can use to contribute to continual improvement and enhance organizational effectiveness, efficiency, and competitiveness. The ISO 9001 baseline standard now requires continual improvement and the Six Sigma folks have reinvented continuous (never ending) improvement. Can auditors and audit programs contribute to improvement or just make sure rules are being followed? Top management needs factual unbiased information to make informed decisions. One of the primary management tools for collecting unbiased information is auditing. Perhaps auditing can help support management in its quest to achieve and sustain continual improvement. Perhaps auditing is the missing link needed to monitor, promote, and sustain improvement programs. JP will discuss how auditing can verify conformity and support top management in a proactive quest for improvement.

Topic Level: Knowledgeable Presenter: J. P. Russell QualityWBT Center for Education

F6

Auditing Dilemma: Assessing Combined ISO 9001:2000 and a Capability Maturity Model Integration (CMMI) System An auditor’s world is a somewhat structured and orderly process. Experienced, trained certified auditors are aware of the auditing protocol, if you will, for assessing a given entity. ISO auditor have a relatively clear-cut set of guidelines to assess to…the standard, and the given business process framework modeled to demonstrate compliance to the standard. But what happens to the auditing process when compliance to more than one standard is mandated by either the business management and/or their customer(s)?

Topic Level: Knowledgeable Presenter: Mark Crozier Sr. Lead Engineer Quality General Dynamics