Case Study 97-40: Quality Assurance Issues at a Major International Resources Company

In the mid 1990s a multinational resource firm formed a strategic alliance with a laboratory company to provide key analytical support. During the routine course of events, the laboratory was audited by the Quality Assurance department of the resource company. The audit didn't go well.

Investigative Science Incorporated was retained by the resource firm to help respond to the 60-odd audit findings raised by the auditors. The challenge in this case was not only to determine the root cause of the findings and to facilitate their correction but to defuse the anger present among the staff of the laboratory at the manner in which the audit was conducted.

Our approach was to first introduce ourselves to all staff and management of the laboratory. Next we conducted focus group style sessions with all staff. The sessions followed a loose format that was designed to allow staff to vent their frustration while at the same time collecting information on the key issues. The sessions were recorded for future review. We found that the rapport we developed with the lab staff during these sessions became key to our success in the subsequent remediation work.

Next, each audit issue was researched on site in order to establish the underlying cause. Using this information, the 60 findings were reduced to 13 root causes. Remediation focu`sed on the root causes, which were ordered in priority.
As the laboratory responded to the findings, we returned to verify that the corrective actions had indeed been taken and that they were effective in correcting the problem. Their progress was communicated to the staff in group meetings and reports. Regular meetings with the client (resource company) updated them on the progress.