Competence

ISO 9001 is a globally recognized standard for quality management systems (QMS). It sets out the criteria for a QMS and is based on a number of quality management principles including a strong customer focus, the involvement of top management, a process approach, and continual improvement. One of the key aspects of ISO 9001 is the concept of competence, which is the focus of this glossary entry.

Competence, in the context of ISO 9001, refers to the ability of an individual or organization to carry out a process or task that meets the requirements of the standard. This involves having the necessary skills, knowledge, and experience, as well as the ability to apply these effectively. Competence is a critical factor in ensuring the quality of products and services, and is therefore a key requirement of ISO 9001.

Understanding Competence

ISO 9001 defines competence as the "demonstrated ability to apply knowledge and skills". This means that competence is not just about having the right qualifications or experience, but also about being able to use these effectively to achieve the desired results. It's about being able to do the job correctly, consistently, and efficiently.

Competence is a broad concept that encompasses a range of different elements. These include technical skills, such as the ability to use certain tools or equipment, as well as soft skills, such as communication and problem-solving abilities. It also includes knowledge, which can be gained through education, training, or experience, and the ability to apply this knowledge in practice.

Role of Competence in ISO 9001

Competence plays a crucial role in ISO 9001. The standard requires organizations to ensure that their employees are competent to carry out their tasks. This means that they must have the necessary skills, knowledge, and experience, and be able to apply these effectively.

ISO 9001 also requires organizations to take action to acquire the necessary competence, if it is not already present. This could involve providing training, hiring new staff, or reassigning existing staff. The standard also requires organizations to evaluate the effectiveness of these actions, to ensure that they are achieving the desired results.

Competence and Quality

Competence is closely linked to quality. If employees are competent, they are more likely to produce high-quality products and services. This is because they have the skills and knowledge to do their jobs correctly, and the ability to apply these effectively.

On the other hand, if employees are not competent, they may make mistakes, use resources inefficiently, or fail to meet customer requirements. This can lead to poor quality products and services, customer dissatisfaction, and damage to the organization's reputation.

Assessing Competence

ISO 9001 requires organizations to assess the competence of their employees. This involves determining whether they have the necessary skills, knowledge, and experience, and whether they are able to apply these effectively. The standard does not prescribe a specific method for assessing competence, but it does provide some guidance.

Assessing competence can be a complex process, as it involves evaluating a range of different elements. These include technical skills, soft skills, and knowledge, as well as the ability to apply these in practice. The assessment process should be systematic and objective, and should take into account the specific requirements of each job role.

Methods of Assessing Competence

There are many different methods that can be used to assess competence. These include observation, testing, interviews, self-assessment, and performance reviews. The choice of method will depend on a number of factors, including the nature of the job role, the specific competence requirements, and the resources available.

Observation involves watching employees as they carry out their tasks, to see whether they are doing them correctly and efficiently. Testing involves setting tasks or problems for employees to solve, to see whether they have the necessary skills and knowledge. Interviews can be used to explore employees' understanding of their job role and the tasks they need to perform. Self-assessment involves asking employees to evaluate their own competence, while performance reviews involve evaluating employees' performance against set criteria.

Evaluating the Results

Once the assessment has been carried out, the results need to be evaluated. This involves comparing the results against the competence requirements for each job role. If the results show that an employee is competent, then no further action is needed. However, if the results show that an employee is not competent, then action needs to be taken to address this.

The action taken will depend on the nature of the competence gap. If the gap is due to a lack of skills or knowledge, then training may be the most appropriate solution. If the gap is due to a lack of experience, then mentoring or on-the-job training may be more suitable. If the gap is due to a lack of ability to apply skills or knowledge, then coaching or performance management may be needed.

Developing Competence

ISO 9001 requires organizations to take action to acquire the necessary competence, if it is not already present. This could involve providing training, hiring new staff, or reassigning existing staff. The standard also requires organizations to evaluate the effectiveness of these actions, to ensure that they are achieving the desired results.

Developing competence is a continuous process, which involves identifying competence gaps, taking action to address these, and evaluating the effectiveness of these actions. This process should be systematic and structured, and should be aligned with the organization's strategic objectives.

Training and Education

Training and education are key methods for developing competence. Training involves providing employees with the skills and knowledge they need to perform their job roles effectively. This could involve formal training courses, on-the-job training, or e-learning. Education involves providing employees with a broader understanding of their job roles and the organization, which can help them to apply their skills and knowledge more effectively.

ISO 9001 requires organizations to provide training or take other actions to satisfy these needs. The specific actions taken will depend on the nature of the competence gaps and the resources available. The effectiveness of these actions should be evaluated, to ensure that they are achieving the desired results.

Mentoring and Coaching

Mentoring and coaching are also important methods for developing competence. Mentoring involves pairing less experienced employees with more experienced ones, who can provide guidance and support. Coaching involves providing employees with feedback on their performance, and helping them to improve.

Both mentoring and coaching can help employees to develop their skills and knowledge, and to apply these effectively. They can also help to build confidence and motivation, which can further enhance competence. ISO 9001 encourages organizations to use mentoring and coaching, along with other methods, to develop competence.

Documenting Competence

ISO 9001 requires organizations to maintain documented information to evidence the competence of their employees. This could include records of qualifications, training, experience, or skills. The purpose of this documentation is to provide evidence that the organization has taken the necessary steps to ensure the competence of its employees, and to provide a basis for evaluating the effectiveness of these steps.

Documenting competence can be a complex process, as it involves collecting and managing a large amount of information. However, it is a critical part of the ISO 9001 requirements, and is essential for demonstrating compliance with the standard.

What to Document

There are many different types of information that can be used to document competence. These include records of qualifications, such as degrees or certifications; records of training, such as course completion certificates or training logs; records of experience, such as job descriptions or performance reviews; and records of skills, such as skills assessments or skills matrices.

The specific information required will depend on the nature of the job role and the competence requirements. However, the information should be sufficient to demonstrate that the employee has the necessary skills, knowledge, and experience, and is able to apply these effectively.

How to Document

There are many different methods that can be used to document competence. These include paper-based systems, electronic systems, or a combination of both. The choice of method will depend on a number of factors, including the size and complexity of the organization, the nature of the job roles, and the resources available.

Paper-based systems involve keeping physical records, such as certificates or training logs. These can be stored in a central location, such as a filing cabinet, or in individual employee files. Electronic systems involve storing information digitally, such as in a database or a document management system. These can provide a more efficient and secure way of storing and managing information, but may require more resources to set up and maintain.

Conclusion

Competence is a key requirement of ISO 9001, and is critical for ensuring the quality of products and services. It involves having the necessary skills, knowledge, and experience, and being able to apply these effectively. ISO 9001 requires organizations to assess the competence of their employees, to take action to acquire the necessary competence, if it is not already present, and to maintain documented information to evidence this competence.

Developing and maintaining competence is a continuous process, which involves identifying competence gaps, taking action to address these, and evaluating the effectiveness of these actions. This process should be systematic and structured, and should be aligned with the organization's strategic objectives. By doing so, organizations can ensure that they have the competent workforce they need to deliver high-quality products and services, and to achieve their strategic objectives.