Maintenance Feedback

Client: Engineering Plastics unit of BASF Corporation

Contact: Mary Tuttle

BASF Corporation

TOP Excellence Group

Registered Systems:

ISO/TS 16949

RCMS

ISO/IEC 17025

How does the Eagle Group Maintenance Audit system work for you?

We feel the maintenance audit system works very well.

On an annual basis, we contact Eagle Group and schedule audits.  Eagle

Group sends a confirmation for each visit.  During the auditor's visit, we assign a BASF escort and provide a meeting room and refreshments.  Following the audit, the auditor conducts a closing meeting to review nonconformances and give an overview as to the health of the system.  He also submits a report electronically (generally, the report is available at the closing meeting).  On subsequent visits, the auditor revisits findings from earlier audits for completeness and effectiveness.  Additionally, another Eagle Group auditor periodically reviews the audit reports to assess the effectiveness of the internal audit process (the main auditor cannot audit his own work). 

What lead you to this approach?

Several years ago, BASF employees conducted all internal audits.  Our group was comprised of three main areas (manufacturing, analytical and sales).  Due to the requirement that an employee could not audit their own work area, the internal audit team was required to have members from all these areas.  The sales group was chronically unavailable (either traveling or working off-site) and the analytical group was very small so if one person was auditing instead of testing, it severely affected the turn-around time for testing.  Also, the manufacturing group worked rotating shifts and had few "volunteers" on the audit team.  In short, scheduling audits to be conducted by the right people at the right time was a nightmare. 

Some audits were dragged over several days, a few hours here and there.  Reports were rarely submitted in a timely manner.  Some auditors used the audit as a chance to focus on pet peeves, understanding of the QS-9000 standard was poor and since some auditors rarely audited, the audits were not value-added. 

At the same time, Eagle Group had been conducting training.  BASF was comfortable that Eagle Group employees were better auditors, were available when we needed them and it was allowed to have an external group conduct the audits.  It solved several problems with our old internal auditing system and everyone was happy.

How often do you have them come in?

Eagle Group conducts audits approximately 10-12 times a year (most audits are two day audits).  They perform audits to the ISO 9001, ISO/TS 16949, ISO 14001, and ISO17025 standards.  Additionally, they have conducted training at least twice per year in the past few years.  A company can arrange to do some internal auditing "internally” and have only certain parts of their system audited by Eagle Group (i.e., Eagle does the ISO/TS 16949 audits and the company handles ISO 17025).  BASF chose to have Eagle Group cover all internal audits.

Have you experience benefits, if so what are they?

BASF has benefited greatly.  Training conducted by Eagle Group ensures the employees are familiar with the standards.  Eagle Group has a greater depth of knowledge of the standards than the BASF employees.  Also, they are more aware of recent and upcoming changes to the standards.  They are independent and treat all areas equitably.  This was not always the case with BASF auditors.  The audit reports are submitted immediately and are consistent with regards to format and detail level.

Any negatives or changes you would make?

No.

Has this lead to cost savings in your business?

There have been cost savings in the area of training.  BASF employees are no longer required to complete internal auditor training.  Previously, several employees were trained each year. 

Other savings are "soft" savings.  Employees can more efficiently complete their day-to-day work without being pulled for lengthy audits and to write audit reports.  Also, as the reports from Eagle Group are higher quality, BASF is better able to correct problems within the organization and prepare for external registrar audits.

Any additional comments you'd like to make?

Eagle Group has been very cooperative and flexible.  Occasionally, we need to change the audit schedule or increase the focus in a certain area.  They work with our schedules and have even shared rental cars with our employees at visits to some sites.  Employees feel that they can be open with the Eagle Group auditors.  Our main auditor has become an extended member of our group.  We call him with questions and use him for "sanity" checks frequently.