Content by Denise Robitaille

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Denise Robitaille
A couple of months back I was watching “Are You Smarter Than a Fifth Grader?”--one of the more enjoyable game shows in recent memory. The premise is that the contestants should be able to answer the...
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Denise Robitaille
One of the most interesting books I’ve read is Team of Rivals by Doris Kearns Goodwin (Simon and Schuster, 2006). It’s a historical narrative of Lincoln’s administration, focusing on the dynamics of...
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Denise Robitaille
On several occasions while conducting a third-party surveillance audit, I’ve gotten the following query--or a variation thereof: “One of our customers called us last week and wants to come in to do...
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Denise Robitaille
Isn’t it annoying when you call a company to complain about a problem and they won’t even give you the chance to describe what’s wrong? They take down the information that they think is important or...
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Denise Robitaille
E mpowering people is a cool idea. Giving individuals authority and responsibility has many benefits. It fosters accountability and communicates confidence. It avails people the opportunity to...
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Denise Robitaille
A few months back, I wrote about the choices an organization makes regarding its quality management system (QMS). At that time, I talked about the overall system, with particular focus on management...
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Denise Robitaille
I recently had a client who went through a pre-assessment in anticipation of his company’s certification audit. It’s kind of like a dress rehearsal for the real thing. Over the years, I’ve...
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Denise Robitaille
Unlike many other requirements in ISO 9001, the subclause dealing with the ISO management representative is rarely the subject of debate. In fact, it doesn’t get nearly as much consideration as it...
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Denise Robitaille
A farmer was experiencing a serious problem with cranes eating his seed, so he decided to cast a net upon his fields in an attempt to capture the cranes. Along with the cranes, he snared a stork....
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Denise Robitaille
Recently I became aware that the ISO 9001 requirements pertaining to preventive action are sometimes referred to as the “fortune-telling clause.” The deprecating implication is that attempting to...