Every quality manager is familiar with internal audits, a systemic check of all company departments to verify that they are following established procedures. Most department heads are also familiar with internal audits. But there is often a big difference between how quality managers and department heads view the process.

Quality managers often function as the internal auditor. In that capacity they check that all established rules are known by employees and are followed during daily work practice. Department heads or other managers, on the other hand, usually are the auditees. They are on the receiving end of the audit, so to speak.

In my experience, it isn’t rare to see a lot of tension between auditors and auditees. During an audit, department heads often feel they are going up against the audit police and must fight to show that all operations are being performed according to the standard, and that there are no deviations. The internal auditor on the other hand might be disappointed that no discrepancies were found. After all, isn’t it his job to find something wrong?

 …