Advanced Audit Interviewing Techniques - ASQ

1 3/8/20151 Advanced Audit Interviewing TechniquesqKevin PoseyOne? problem with ISO audits3/8/20152 One? problem with ISO auditsPoor Interviewing Skills! Interviewing is a core Audit skill, but Limited training opportunities and materials existexist Limited practical examples are available And let s face Auditors are not typically chosen for theirAuditors are not typically chosen for their awesome communication skillsBut there s a glimmer of hope!!3/8/20153 Improvement vs. ComplianceAudit Program Goals3/8/20154 Audit Program Goals - enhancedAI Five Essentials3/8/20155 Benefits of Appreciative Inquiry3/8/20156 Assumptions of AI In every society, organization or group, What we focus on becomes our reality.

2 Reality is created in the moment, and there are multiple realities. The act of asking questions of an organization or group influences the grouporganization or group influences the group in some of AI People have more confidence and comfort to journey into the future when they carry forward parts of the pastforward parts of the past The parts of the past we carry forward should be the bestparts It is important to value differencesAnd perhaps most importantlyAnd perhaps most importantlyThe language we usecreates our reality3/8/20157 Audit Interviews using AI

3 Participants involved should be informed in advance of the appreciative nature Ask unconditional positive questions Organizations move in the direction of what they study; don t study failure Constructive conversations with a wide audienceaudience focus on the desires and possibilities Inclusive; all positive input is welcomeAudit Interviews using AI Open ended questions derived from ideal scenariosQf Questions crafted to get a storytelling response, describe an imaginary outcome in which the best of a process is revealed Explore both past and future scenarios3/8/20158 Example Nonconformance processLeading question: Do you notify management when a nonconformance occurs?

4 CEvidence based: Can you show me evidence that you notify ended: What are the reporting requirements for nonconformances?Nonconformance/Noncompli ance3/8/20159 Example Nonconformance processAppreciative Audit : Tell me about a time you discovered a nonconformance that saved the daythe Audit QuestionsThink of a time in your involvement in (process, area, department, or division) when you have felt most excited, or most engaged. What were the forces and factors that made it a great experience? What was it about you, others, and your organization that made it a peak experience for you?

5 How can we apply this to another (process, area, department, or division)?3/8/201510 Appreciative Audit Questions What do you value or enjoy most about (process, area, department, or division)? What are your organization's best practices in (process, area, department, or division)? Are they consistently applied across all (process, area, department, or division)?(process, area, department, or division)?Success baby likes best Audit Questions What are the unique aspects of your culture that most positively affect the effectiveness or continual improvement of (process areaor continual improvement of (process, area, department, or division) and its work?)

6 What is the core factor that "gives life" to your (process area department division)?your (process, area, department, division)?Appreciative Audit Questions Tell me about a time when finding and correcting a problem with the (process, area department or division) saved thearea, department, or division) saved the Appreciative inquiry can help us move our organizations up the Audit program goal pyramidpyramid. Summary AI counterbalances weaknesses of conformance based audits; look past establishment and implementationestablishment and implementation, checklist audits, overkill, to E/E and AI can help us identify, spread, and carry forward best practices and continual improvementimprovement.

7 Conformance is not for further research Cooperrider, D. L., & Whitney, D. (2005). A Positive Revolution in Change: Appreciative Inquiry. Berrett-Koehler Publishers. Liu, S. (2013, April). Tool Time: Seven new quality tools aid Appreciative Inquiry. ASQ Quality Progress , pp. 30-36. Ludema, J. D., Cooperrider, D. L., & Barrett, F. J. ( ). Appreciative Inquiry: The Power of the Unconditionally Positive Question. Retrieved July 30, 2014, from The Center for Appreciative Inquiry: Morris, J.

8 (2008, October). Smooth Approach. ASQ Quality Progress , pp. 34-41. Hammond, S. A. (1998). Thin Book of Appreciative Inquiry, 2nd Ed. Thin Book Publishing YOU