Question: ISO-9000 Work Instructions in Video?

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ANSWERED on Mon 7 Apr 2008 - 3:15 pm UTC by bobbie7

Question: ISO-9000 Work Instructions in Video?

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Asked by tpiohllc on Fri 4 Apr 2008 - 6:04 pm UTC:

I want to say to my QA department, "Look at company XYZ and ABC! They are
ISO certified and use videos in place of written work instructions. Let's
do the same."
The point is, we are ISO certified and like to write everything down in
controlled work instructions.  I have new software and need to write work
instructions.  Instead of re-writing the manuals (basically) to the
software for work instructions, I would like to use videos as our control
and documented work instructions.  The only problem is I have never heard
of an ISO-9000 registered company doing this.  Can you please find me a few
companies that do this?  Ideally this information would be found in
articles about how well this technique works.

Question clarification by tpiohllc on Sun 6 Apr 2008 - 4:50 pm UTC:

"ISO 9000 is a family of standards for quality management systems."
One of the many requirements to this system include "a set of procedures
that cover all key processes in the business"  The prcedures are supported
by detailed work instructions. Right now, all our work instructions are
detailed step by step written guides.  I would like to use videos in place
of these written guides. However, I need to know if any other companies
have done this.

Uclue Researcher Request for clarification by Researcher bobbie7 on Sun 6 Apr 2008 - 4:56 pm UTC:

Hi Tpiohllc, 

I researched your question the other day and unfortunately I didn't find
anything about work instructions in video format.

I found this bit of information.

What should our procedures and work instructions look like? 
	
"Procedures and work instructions can take any suitable form as long as the
result is effective. ISO does not specify what form these documents should
take. Procedures can take the form of a narrative, a flow chart, a process
map, or any other suitable form. As long as the procedure is effective, it
really doesn't matter what it looks like. 
Work instructions can also take any suitable form. However, one of the
best ways to document a work instruction is to use a form. Forms are
particularly useful because they become records once they're filled in."
Praxiom Research Group
http://www.praxiom.com/faq2.htm

Bobbie7

Question clarification by tpiohllc on Sun 6 Apr 2008 - 5:50 pm UTC:

That is somewhat helpful, but even one example would be fantastic.  I like
forms as much as anyone can, but I am trying to expore other methods for
instruction, like videos.

Uclue Researcher Request for clarification by Researcher bobbie7 on Sun 6 Apr 2008 - 8:43 pm UTC:

I did not find an example but perhaps the following might help.

Types of work instructions

"Although there is no required structure or format for work instructions,
they generally should convey the purpose and the scope of the work and the
objectives, and make reference to the pertinent documented procedures.
Whichever format or combination is chosen, the work instructions should be
in the order of sequence of the operation, accurately reflecting the
requirements and the relevant activities. To reduce confusion and
uncertainty, a consistent format or structure should be established
and maintained. Work instructions are usually the responsibility of the
department who has the main responsibility for the activity or activities
documented in the instruction. Work instructions are structured according
to operational requirements of the organisation, which is usually by
department."
http://www.euromines.org/publications_downloads/ISO_9001_2000.pdf

Bobbie7

Uclue Researcher Request for clarification by Researcher bobbie7 on Sun 6 Apr 2008 - 8:54 pm UTC:

From the Elsmar Cove Forum 

Visual Work Instructions:

"My recomendation would be to create powerpoint presentations. You can add
allmost anything into the file such as sound animation and video and the
operators can control the instruction process from step to step."
http://elsmar.com/Forums/showthread.php?t=25629

Uclue Researcher Request for clarification by Researcher bobbie7 on Sun 6 Apr 2008 - 9:29 pm UTC:

Does this help?

"I am wondering if I need to document every instruction for functioning in
our purchased system "Visual" for our QMS ISO 9001:2000. Built into the
system is a "help" feature that will walk you thru any process you might
perform. Can I just make reference to the system as the instructor for how
to perform the functions?" 

"No, you don't have to make instructions for everything software does. You
do have to train your people so they're able to use the software properly.

Software can replace documents / workinstructions / procedures on quite a
few occasions. The ISO 9001:2000 says nothing on what format your
procedures and workinstructions are. If they are in the form of software,
that guides you through a manufacturing process, why bother writing a
procedure that explains what the software does. It's creating two
descriptions of one thing, with the risk of mistakes and discrepancies
increasing.

It's a good idea indeed to make a reference to software help files. Giving
proper training, and making sure that the software itself contains all the
critical actions / decisions in the process is also advisable."
http://elsmar.com/Forums/showthread.php?p=180397

Comment by User myoarin on Mon 7 Apr 2008 - 9:07 am UTC:

Just a free comment from someone with past experience on work procedures: 


A picture may be worth a thousand words, and a video worth millions of
words, but I doubt that the overview of the procedure that a flow chart
with instructions provides would not be so apparent in a video, that a
video would not present as clearly the decision points (either/or, if/then)
and the control points.

A video could augment this and perhaps be a training tool for some
procedures, but my feeling is that QA and/or auditors would find it
difficult to control that a video procedure was adequate without having the
flow chart (process map) on which the video was based (and I cannot
envisage a video being made without this ground work).

When I discussed the question with our guest for the weekend, a Bloomberg
employee, who started in Princeton and has since worked in Germany and now
is in England, he was as dubious as I am about how a video could present a
precedure with decision points, and also raised the point in the quotation
from Bobbie's last link:  "creating two descriptions of one thing, with the
risk of mistakes and discrepancies increasing."

It seemed to us that a video or power point presentation would be
introducing an additional factor (and expense) that required additional
controls of its accuracy and completeness  - and the effort and expense of
adapting it to changes.

Myoarin

Question clarification by tpiohllc on Mon 7 Apr 2008 - 10:42 am UTC:

These are all great comments.  The software has work flows in it's help
documentation. I will not re-invent the wheel. I will use the video for
training, but not an actual work instruction. Thanks for your help!

Comment by tpiohllc on Mon 7 Apr 2008 - 12:27 pm UTC:

I would consider this question answered.

Uclue Researcher Answer by Researcher bobbie7 on Mon 7 Apr 2008 - 3:15 pm UTC:

Hello Tpiohllc,

Thank you for accepting our comments and findings as the answer to your
question.  I'm pleased they helped you make a decision on how to manage 
and present the work instructions.

Best regards, 
Bobbie7

Accepted and rated by tpiohllc on Mon 7 Apr 2008 - 3:28 pm UTC:

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