Introduction
One of the most common statements heard during audits is:
“We follow the procedure.”
At first glance, this sounds like a positive sign of a well-controlled system. However, in many organizations, this statement reveals a deeper issue:
- Procedures exist
- Employees follow something
- But the system is still not effective
The key question is not whether procedures are followed — it is whether they are accurate, relevant, and aligned with real operations.
Why This Matters
ISO standards such as ISO 9001 and ISO/IEC 17025 require organizations to:
- Define processes
- Implement them
- Maintain them
- Continually improve them
This means: the system must work in practice — not just exist in documentation.
Common Gaps Observed in Practice
1. Procedures Do Not Reflect Reality
Processes evolve, but documentation remains unchanged.
2. Workarounds Become the Real Process
Employees develop shortcuts that are not documented.
3. Procedures Are Too Complex
Difficult to follow, leading to inconsistent application.
4. Employees Are Not Familiar with Procedures
They rely on experience rather than documented guidance.
5. Procedures Exist Only for Audits
They are not integrated into daily work.
Why These Issues Occur
- Systems implemented primarily for certification
- Lack of regular review and updates
- Limited involvement of operational staff
- Over-reliance on templates
What Effective Systems Look Like
Strong systems demonstrate:
- Alignment between documentation and practice
- Procedures that are clear and usable
- Employees who understand and follow processes
- Regular updates based on operational changes
Practical, Step-by-Step Approach
Step 1: Compare Procedure vs Reality
Observe actual work and compare it to documented procedures.
Step 2: Involve Employees
Ask:
- How do you actually perform this task?
- What challenges do you face?
Step 3: Simplify Procedures
Focus on clarity, usability, and practicality.
Step 4: Update Regularly
Ensure documentation reflects current practices.
Step 5: Train and Communicate
Ensure employees understand and use procedures.
Step 6: Monitor Implementation
Use:
- Internal audits
- Observations
- Feedback
Additional Considerations
- Avoid over-documentation
- Use visuals or flowcharts where helpful
- Focus on key processes
- Integrate procedures into training
Advanced Insight
In mature systems:
- Procedures are actively used
- Employees contribute to improvements
- Documentation evolves with operations
- The system reflects reality at all times
Key Insight
A procedure that does not reflect reality does not control the process.
Conclusion
Following procedures is important — but only if those procedures are accurate and relevant.
Effective ISO systems are built on alignment between documentation and practice.