Document control really DOES matter

Document control is useless, you say?  An unnecessary hassle, you say?  While this requirement in #ISO9001 may make you think only of your "document control coordinator" or perhaps, "yes, I know I'm not supposed to make copies of documents", there really is some sound reasoning behind the requirement.

So many companies get mired in the minutiae of #document control, (what are the rules?  what do we have to do?  how are we supposed to number our documents?), that they sometimes just lose the plot on why the requirements exist in the first place.  There are some real simple and straightforward reasons.  Documents are used to communicate information.  And we can all agree on how important clear communication is to any business.  So let's just start there.

The key to a good document control system really isn't about the documents at all.  It's about controlling communication.  It's about ensuring that information is communicated clearly, and that it reaches the person(s) who need the information when they need it.  It's about making sure that changes or updates also reach those persons in a timely manner.  It's about reducing the risk of persons accidentally getting "old" or obsolete information, or contradicting information.

In this one photo of a relatively new airline lavatory, there are two significant "document control" issues.  The first error is in the very first line, "NO SMOKING IN LAVATORY" is affixed directly above an ashtray specifically designed for smoking materials.  Why is this item still included in the door assembly?  How has that change not yet been fully implemented in the physical design of the lavatory, and who approved the installation of that message directly above the ashtray?  

The second error is a note indicating that the door must be locked during takeoff and landing.  But no persons are allowed in the lavatory during takeoff or landing, so who is supposed to read and comply with this requirement?  Again, who approved the installation and communication of this information in this particular place?  

We see silly things like this all the time.  So, knowing how important communication is, perhaps we can take a more practical approach to our document control and ask ourselves a question.  Are we doing our best to provide clear, concise, relevant information in our system, or are do we still have an ashtray hanging in the no smoking zone?  Are we maintaining a library of only relevant and useful documents?  Are documents easily accessed?  Are they easy to understand?  Are they kept up to date?  Are they actually used?

Document control is just one of many requirements in ISO9001 that people think are just "silly quality rules", when in fact, they exist to give organizations their best chance at running their businesses effectively and efficiently.  Understanding and applying these concepts properly is when value can be realized and operations and #quality can actually improve.

If you'd like to know more, reach out - let's talk about it.  Or for tips on integrating ISO, lean and Six Sigma Together, check out my book Tribal Knowledge.