1. Company Confidential Registration Management Committee (RMC) Presenting Results to Clients San Diego, CA January 19, 2012 Tim Lee, The Boeing Company OPMT Chair OP Assessor Workshop San Diego, CA Jan 19, 2012

2. Company Confidential Registration Management Committee (RMC) Introduction –How to say, Your management system is not as good as you think it is nicely! –Diplomatically giving clients bad news –Ideas and tips for auditors –AS9104, ISO/IEC 17021 and ISO 19011 –Preparation and planning San Diego, CA Jan 19, 2012

3. Company Confidential Registration Management Committee (RMC) ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors –Ethical –Open-minded –Diplomatic –Collaborative –Observant –Perceptive –Versatile San Diego, CA Jan 19, 2012

4. Company Confidential Registration Management Committee (RMC) ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors –Tenacious –Decisive –Self-reliant –Professional –Morally courageous –Organized San Diego, CA Jan 19, 2012

5. Company Confidential Registration Management Committee (RMC) Opening Meeting Topics: –Information about the conditions under which the audit may be prematurely terminated –Confirmation that, during the audit, the client will be kept informed of audit progress and any concerns San Diego, CA Jan 19, 2012

6. Company Confidential Registration Management Committee (RMC) Closing Meeting: –Audit conclusions –Recommendation regarding certification San Diego, CA Jan 19, 2012

7. Company Confidential Registration Management Committee (RMC) No Surprises Approach: –Warn in advance –Softens the blow –Creates the right atmosphere –Aids delivery and acceptance San Diego, CA Jan 19, 2012

8. Company Confidential Registration Management Committee (RMC) Preparation and Planning: –Know your client and its culture »Professional and accommodating »Hard-to-please »Angry »Anticipate reaction to bad news »Recognize stress and emotions created by audits »Build strong and long-term relationships San Diego, CA Jan 19, 2012

9. Company Confidential Registration Management Committee (RMC) Preparation and Planning: –Know your client and its culture »Internal Corporate culture »Ethnic, social, economic, political or religious »Be sensitive but remain impartial »Adjust to auditees language skills »Consider cultural aspects at all stages of audit »Evaluate significant cultural aspects at Stage 1 Audit San Diego, CA Jan 19, 2012

10. Company Confidential Registration Management Committee (RMC) The Sandwich Approach Good News Bad News Good News San Diego, CA Jan 19, 2012

11. Company Confidential Registration Management Committee (RMC) Breaking Bad News to Clients –Tips for softening the blow: »Tone it down »Done with empathy and professionalism »Get to the point and stick to business »Tell the truth and focus on facts »Focus on positives »Anticipate reactions San Diego, CA Jan 19, 2012

12. Company Confidential Registration Management Committee (RMC) Breaking Bad News to Clients –Tips for softening the blow: »Put yourself in the auditees shoes »Acknowledge the clients feelings »Take charge and maintain control »Remind them of the bigger picture San Diego, CA Jan 19, 2012

13. Company Confidential Registration Management Committee (RMC) Breaking Bad News to Clients –And finally: »Follow through and stay connected San Diego, CA Jan 19, 2012

14. Company Confidential Registration Management Committee (RMC) Remember: The sandwich methodology GOOD-BAD-GOOD Never ever give bad news first San Diego, CA Jan 19, 2012

15. Company Confidential Registration Management Committee (RMC) San Diego, CA Jan 19, 2012