Content by Denise Robitaille

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Denise Robitaille
Every once in a while, when I’m doing an audit someone will ask me—in a whiney voice—about some ISO 9001 requirement. The whine sounds something like, “Do we really have to ________?” Fill in the...
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Denise Robitaille
There’s a great scene in The Agony and the Ecstasy where Pope Julius, played by Rex Harrison, reacts to the paint dribbles from Michelangelo’s perpetual work on the Sistine Chapel. He’s processing...
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Denise Robitaille
Many of us quality professionals have been teased by our families on more than one occasion for applying quality principles to everyday life. “I know you said you did your homework, but I...
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Denise Robitaille
Last month’s column dealt with how to effectively communicate a finding of nonconformity in an audit report. It’s pretty straightforward: Here’s the requirement; there’s the...
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Denise Robitaille
“Nonfulfillment of a requirement.” That’s the clear and concise definition of a nonconformity offered up by ISO 9000:2005–“Quality management systems—Fundamentals and vocabulary.”...
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Denise Robitaille
Control of quality records: Can there possibly be a more boring requirement? You can feel the yawn coming on as you read through the requirements of ISO 9001 subclause 4.2.4. Not only are you...
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Denise Robitaille
What data are the best to gather? What processes should you be tracking? What are your metrics telling you? In observing various organizations’ attempts to fulfill ISO 9001 requirements around...
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Denise Robitaille
Subclause 6.2.2 of ISO 9001 is ubiquitously referred to as the training clause. That unfortunately narrows the focus to only one aspect of the requirement. The subclause is situated in the section of...
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Denise Robitaille
Three blind men sat in the market place. One said to the others: ‘Would it not be a wondrous thing to know the nature of an elephant?’ His companion agreed, ‘Yes, it would...
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Denise Robitaille
Many of you have probably had the occasional insane day when you thought: “This job would be so much easier if we didn’t have customers to deal with.” Apart from the demands for...