5.4 Cross-Functional Manual Action Teams

5.4 Cross-Functional Manual Action Teams

5.4.1 Section Experts

Most importantly, to produce an effective quality manual that has the capability to drive the entire QMS—that all employees can understand and relate to—requires that the stewards (champions) and authors have a detailed knowledge of the organization.

Each section of the manual is to be written by an author who has the most operational experience within that area (e.g., a technical or operational expert). It is one of the duties of the stewards to ensure that technical competence is optimized in this regard.

5.4.2 Ineffectiveness

Invariably, ineffective manuals result from authorship that does not take enough time to truly understand the organization's processes. This analysis of process is not only paramount in ISO 9000 but is just as critical in related activities such as reengineering and TQM.

We have often observed incomplete sections created by someone who is under a heavy time constraint and who is only remotely familiar with the section's content. It is the job of the steward to see that such situations are remedied through thoughtful assignments of personnel and a vigorous support system. It is unproductive to push the ISO schedule to the point where the organization's effectiveness suffers. There is no rush to certification—it is the usefulness of the created QMS that is important.

Just note how often certification deadlines are stretched out by those who demand them. The integrity of the business always comes first. The worst that can happen is that it will take a little longer and cost a few more dollars to complete the program.