Sofema Aviation Services (SAS) – considers best practices related to effective audit communication between the auditor & auditee.
Introduction
An EASA approved Aviation Quality Assurance System is typically headed up by the Compliance Manager (CM) also known as the Quality Assurance Manager (QAM) or (QM).
The entire Quality Assurance System is a documented process through which the organisation is able to use demonstrate both external compliance with all applicable regulatory requirements.
- Together with conformity with all internal organisational requirements identified through the various documents.
o Maintenance Organisation Exposition (MOE);
o Continuing Airworthiness Management Exposition (CAME) and
o Operations Manual Part A.
Presentation of Audit Findings means that all audit findings should be formally presented in a way which supports the effective understanding of the issue by the auditee – means that we need to communicate clearly so the auditee:
- Understands and accepts the issue is non-compliant.
- Is willing to assume responsibility for the rectification / mitigation of the problem.
Positive Delivery of Non-Conformities by the Auditor
The choice of words and the tone of the message are also important not to forget that we are trying to promote positive change.
- For example, it is better to identify a missing process that is required by a specific policy and not to describe it as a violation of policy.
- Using neutral words not only provides for a more palatable reception it also increases the probability that the management will provide an acceptable response as well as taking appropriate corrective action.
- Essentially we as quality auditors are challenged with getting the message across to ensure that we achieve the best possible Quality of Communications.
Let’s consider what our communication needs to achieve?
- To be accurate
- Auditing is a factual experience and we need to limit or remove subjectivity.
- To deliver the correct information in a way that it can be understood by the auditee.
- Accurate communications are free from errors and other distortions and focus on the underlying facts.
- Communication should be objective – we should not be biased by previous knowledge, experience, or exposure, focus on exactly what is the actual situation – no speculating!
- Objective communications are fair, impartial, and unbiased and are the result of a balanced assessment of all the relevant facts.
- Communication must be clear free from ambiguities and other distractions.
- Clear communications should be easily understood as well as logical in presentation.
Note – It is important to avoid any unnecessary technical language.
Auditors should be Diplomats!
Auditors should be diplomatic in their communications with the auditee & at all times ensure your communication remains constructive:
- Negative comments do not add value to the situation and should be avoided if possible.
- Constructive communications are helpful (However be careful not to create a “task list” for the auditee you are presenting findings not solutions).
- Ensure your message is complete! Step by step (drip feeding) the delivery of the findings is not so effective to the overall process.
- Full communications are essential to ensure that all-important information is provided to ensure a full understanding.
- Deliver the findings in a timely manner – do not let a significant amount of time elapse between understanding the issue and raising awareness of the issue.
Next Steps
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Sofema Aviation Services (SAS) and Sofema Online (SOL) provide EASA Regulatory Compliant and Vocational training including more than 50 courses specifically related to Quality Assurance and Root Cause Analysis – Delivered as classroom, webinar, and online certificated courses – for details please see the websites www.sassofia.com & www.sofemaonline.com or email team@sassofia.com
Tags:
Auditing, aviation, Aviation Quality Assurance, Quality Assurance system, Root Cause Analysis, Audit, SAS blogs, Compliance Manager, Quality Assurance Manager, Maintenance Organisation Exposition (MOE), Continuing Airworthiness Management Exposition (CAME), Operations Manual Part A, Audit Findings
