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