Competence, Awareness, and Training

Section 6.2 of the ISO 9001:2000 standard states that personnel performing activities affecting quality shall be competent. Section 6.2.1 of the standard states that the organization shall:

  1. determine the necessary competence for personnel
  2. provide training or take other actions to satisfy these needs
  3. and evaluate the effectiveness of the actions taken.
What does this really mean? These terms are defined in the ISO 9000:2000 standard and therefore are considered part of ISO 9001:2000 by reference. The terms and definitions of ISO 9000:2000 apply as requirements in ISO 9001:2000. The way a term is defined can actually create or define requirements. The definitions in ISO 9000:2000 are:
  1. Competence - the demonstrated ability to apply knowledge and skills.
  2. Effectiveness - extent to which planned activities are realized and planned results are achieved
If the definitions are substituted for the term in ISO 9001:2000, we have the following for 6.2.1:
  1. The organization shall determine the knowledge or skills that a person must demonstrate the ability to apply,
  2. Provide classroom or on the job training as necessary,
  3. Determine if the person now can demonstrate the required knowledge or skill.
The standard recognizes that attending training classes is no guarantee that a person learned anything, and the most common type of training is "On the Job Training". The effectiveness of the training is evaluated by whether the person is able to perform the required task after receiving the training. If not, then action should be taken to provide additional action, which may include additional training and/or a review of the training to determine if changes need to be made to the training.

Effectiveness can be evaluated by actually witnessing performance or by collecting data on product non-conformities, production performance, etc. Records can include:
  1. Record of required competence and verification of evaluation of competence (could be referred to as a personnel qualification record).
  2. Record of training completed
  3. Performance reviews
Note: The first record is really the only one required.