What does your QMS Awareness Training look like?
This training can lay the foundation for a Quality Culture, so consider whether it's time for a revamp. (#2)
Is it a tick box exercise so you can show the auditor that everyone is up to speed?
Is it self-paced, online, with a little multiple-choice quiz at the end of every unit?
Or is it in person (or at least, live virtually)?
Is it full of excruciating detail and crammed slide after crammed slide?
Or is it engaging and inviting?
Does anyone check if it’s effective? Do people understand it? Remember it?
Now, let me ask a not unrelated question: How many of your CAPAs end up with having someone sent for retraining?
How often is “human error” the root cause, and the action is to have the person sent back for more training?
Is that REALLY the problem? Shouldn’t you be asking WHY the human made the error? Shouldn’t you be asking why the training didn’t stick? Maybe there’s a problem with your training. Maybe that’s the true root cause.
Quality Management Systems (QMS) are foundational to maintaining high standards in product and service quality. However, for many organizations, QMS Awareness Training is seen merely as a compliance activity.
We’ve got to change this perception. We want this “training” to educate, engage, inspire, and empower our people.
Did you notice I didn’t even use the word “train”? I don’t think our QMS Awareness Training should be about training. I think it should be about education, awareness, and understanding.
You can train on CAPAs; you can train on how to do a Root Cause Analysis; you can train on the umpteen “quality” tools someone might need to use. But you can’t train on “understanding what Quality is all about.”
From what I’ve seen with my clients and in places I’ve worked, we bite off more than we can chew with our QMS Awareness Training. It overwhelms. It confuses. It bores. It intimidates. And worst of all it leaves people with a bad impression of Quality.
We don’t want this to happen.
Training is no different from any other form of communication. If you want to get it right and hit the mark, you have to be clear on your purpose and audience.
What’s the point?
What are your objectives with this training? Is it compliance? Is it to create a quality-centric culture? Is it to teach some of the concepts behind the idea of a Quality Management System?
If you don’t know your objective, how are you going to create training that makes sense?
If what you’re trying to do is to truly create QMS Awareness then stick to that objective: What it is; why you have it; how it impacts the business; and how it’s relevant to them, in their role.
There’s a very good chance the people you’re training have no idea about the difference between ISO, QMS, GMP, the Standard, the Regs…where they come from, why they’re there, or how they’re relevant. They’re just letters and words to most people and they don’t understand how they’re connected to each other, why they matter, and what they mean in terms of their role.
If you do it right, this training could serve as a platform to explain the workings of a QMS, including its relevance to daily operations and its impact on organizational success. People love it when they understand things, so help them understand. Help them understand the difference between a standard and a regulation. Help them understand why you’re following a standard (if you are)...and how the rules and standards impact your processes. And while you’re at it, you might want to help them understand the difference between a policy and an objective; a process and a procedure; or a document and a record. You’re going for understanding at this point.
Don’t assume anything. Your average “non-Quality” person probably cannot articulate the difference between a process and a procedure. And if they know the difference between a policy and an objective, I wonder how many of them can explain how these things are linked to the larger business objectives. You see? This is your chance to get people thinking the way you want them to be thinking. It’s a great opportunity.
If you can get people on board at this point and help everyone understand why the rules exist, how you’ve incorporated them into your system, and why it’s important to follow them, adherence and compliance will be a cinch. And you’ll have a definite competitive advantage.
Who are you talking to?
How many versions of your QMS Awareness Training do you have? Is it just some standard training you have as part of your onboarding? For everybody? No matter their prior experience with, or attitude about, Quality? Is the training for your C-suite people the same as your training for your customer service people? And tech service people? Should it be?
If you don’t know who the training is for, what they know, and what they need to know…how are you going to know what to include in the training, how long to make it, what words to use, what concepts to focus on, or how to make it resonate with your trainees?
Let’s assume you’ve got a good idea of your objectives and audience. Now let’s dig into the specifics:
Keep them tuned in
People have increasingly limited attention spans. We have to take that into account when we’re designing this training. You’ve got to figure out a way to capture and maintain their interest. You want to keep your training as interactive as possible so you don’t have people reaching for their phones or nodding off.
Try incorporating real-life case studies that reflect challenges people face in their roles. People pay attention to things that resonate with them. Have interactive workshops rather than top-down lecture style training. Get people interacting with each other. Brainstorm ideas. You’re going for anything that will allow for practical learning so that you can take the abstract principles of Quality and make them more tangible and relatable. This is what will make them memorable.
Simplify It (so people can understand and remember it)
Time and time again, I see people over-complicate their QMS Awareness Training. Quality standards and regulations are often dense and difficult to read and understand. You’ve first got to get people understanding why they exist and how they’re relevant. You’ve got to simplify without diluting their significance. People need to understand the ideas and concepts before they’ll be open to thinking about any of the details. This is not the time and place for quoting right out of the standard. That’s a big turn-off and snoozefest. Go easy at first. Once people “get it”, they’ll be more open to digging into the specifics.
The easiest way to get complex ideas into other people’s heads is by using plain language, the active voice, and practical examples.
Using visual aids like charts, graphs, and videos can help reinforce key points and help people remember. Try different formats to break down barriers to understanding. Your goal is for things to be easy to understand, digest, and remember.
Customize It
A one-size-fits-all approach does not work. There are too many different functions and responsibilities for one version of your training to make sense for all. Find out what a particular audience knows; think about what you need them to know; and then create that. Of course, there will be lots of overlap, as some of the information is generic, but if you don’t make training that resonates with each group your training won't stick. People tune out if they don’t see the relevance of what they’re learning. You don’t want that to happen.
For example, training for manufacturing or operations staff might focus more on process control and operational efficiency, while sessions for senior management might focus on how quality influences strategic decision-making and regulatory compliance. If you tailor it like this, people will remember it and have a better understanding of their role in the QMS.
Take advantage of technology
Sometimes it’s just not possible to do training in person. (Although, I think it’s a good idea if you can. We need to be seen, visible, and approachable, and delivering the training in person is a great way to get to know people and their knowledge and attitudes, so you know what to keep your eye on.)
Using technology in training delivery can increase participation and flexibility. E-learning modules, webinars, and virtual reality simulations allow people to learn the material at their own pace and on their own terms. These platforms also allow for a broader reach, so that remote teams have equal access to training resources. You can get creative about working in a way to check on the effectiveness of the training: live Q&As, Ask Me Anything sessions, discussion forums, etc.
Get feedback
Don’t forget that the training process itself should follow the principles of continuous improvement. There are so many ways to get feedback: digital polls, feedback forms, informal group discussions, interviews, observation, and on and on. Honest feedback will give you the insights you need to keep making it better over time.
If your training is the same year after year, perhaps you need to be thinking of different ways to gather feedback. You might need to update your materials, but more often than not you might need to tweak your delivery, based on how well people understand and retain the knowledge (Pay attention to those CAPAs, that’s great feedback!)
Final words
Effective QMS awareness training is crucial for building a robust Quality Culture. By focusing on clear communication, interactive and engaging content, and continuous adaptation and improvement, your training ends up being a strategic tool. It can lead to a mindset of Quality, greater employee engagement, empowerment, and morale, better processes and products (and happier customers), and overall organizational success.
If you get the training piece right you can create a culture where Quality isn't just the responsibility of one department; it's a collective commitment to excellence that permeates every level of an organization.
Through thoughtful, well-delivered training, you might even get to the point where Quality is not just valued by all, but even passionately pursued.
Imagine that!
If you’re interested in learning more and giving your training a revamp, consider coming to my masterclass: Creating Effective QMS Awareness Training.
