ISO 9001 Clause: 7.2 Competence

In ISO 9001, competence refers to having the necessary skills, knowledge, training, and experience to perform tasks that can impact the quality of products and services. This concept is outlined in Clause 7.2 of ISO 9001, which emphasizes that organizations must ensure that employees are competent in their roles, particularly when their activities affect the performance of the Quality Management System (QMS).

To meet the competence requirements of ISO 9001, organizations must:

1. Identify Competency Needs: Determine the required competencies for employees based on their roles and responsibilities, especially in areas that directly influence quality.
2. Provide Training: If employees do not meet the required competence level, training or other actions must be taken to close those gaps.
3. Evaluate Effectiveness: Organizations must assess whether the training or actions taken have been effective in ensuring employees are competent in their roles.
4. Maintain Records: Keep documented information (records) of the competencies, training provided, and evaluations done to demonstrate compliance.

In short, competence in ISO 9001 ensures that the right people with the right skills and knowledge are in place to carry out tasks that contribute to the overall quality and performance of the organization, supporting continuous improvement and customer satisfaction.

ISO 9000 Quality management systems — Fundamentals and vocabulary

3.10.4competence

ability to apply knowledge and skills to achieve intended results
Note 1 to entry: Demonstrated competence is sometimes referred to as qualification.
Note 2 to entry: This constitutes one of the common terms and core definitions for ISO management system standards given in Annex SL of the Consolidated ISO Supplement to the ISO/IEC Directives, Part 1. The original definition has been modified by adding Note 1 to entry.

1. Start with Job Descriptions: Review the job descriptions of each role in your organization. Make sure they outline the key responsibilities and tasks each person is expected to perform, especially those that impact product or service quality.
2. Map Out Critical Tasks: Identify which tasks in each role are directly linked to the Quality Management System (QMS). These are the tasks that need to be done right to ensure the product or service meets customer expectations.
3. Talk to Team Leads: Engage with team leaders or department heads who understand the day-to-day operations and can help define what skills and knowledge are critical for each role.
4. Use Industry Standards: Check industry guidelines, best practices, and any relevant ISO 9001 standards to ensure that your competency requirements are in line with recognized benchmarks.
5. Gap Analysis: Compare the current skills and qualifications of your employees to the desired competencies for their roles. This helps identify where additional training or development is needed.
6. Update Regularly: Competency needs aren’t static. Keep updating them as job roles evolve, technology advances, or new processes are introduced. Regularly review competencies to stay ahead of changes.

By following these steps, you can ensure that your employees have the right skills to meet both the organization’s goals and ISO 9001 standards, making sure your team consistently delivers high-quality work.

How to Provide Training and Close Competence Gaps

1. Identify Skill Gaps – Start by comparing the current skills of your employees with the competency requirements for their roles. Use tools like performance reviews, competency assessments, or 360-degree feedback to pinpoint areas where employees need improvement.
2. Set Clear Training Objectives – Once the gaps are identified, set specific training objectives. Define what skills, knowledge, or qualifications the employees need to gain and how these will help them meet the required competency level.
3. Choose the Right Training Method – Depending on the complexity of the skills needed, choose the most effective training approach. Options include:
   • Workshops or in-house training sessions for hands-on learning.
   • Online courses (e.g., Coursera, LinkedIn Learning) for flexible, self-paced learning.
   • Mentorship or job shadowing where employees can learn directly from more experienced colleagues.
   • External certifications or accreditation programs for specialized skills.
4. Create a Training Schedule – Develop a timeline for the training. Make sure it’s realistic and doesn’t disrupt day-to-day operations too much. Schedule regular check-ins to monitor progress and make adjustments if needed.
5. Provide Learning Resources – Equip your employees with the necessary resources such as training manuals, video tutorials, online learning platforms, or access to external experts to help them upskill more effectively.
6. Incorporate Hands-On Practice – Theory is great, but real growth happens when employees apply what they’ve learned. Give them opportunities to use their new skills on actual projects or in simulated scenarios to solidify their knowledge.
7. Monitor Progress – Track how well employees are advancing with regular feedback sessions and assessments. Use KPIs or competency frameworks to measure their development and ensure the training is on track.
8. Provide Continuous Support – Learning doesn’t stop after the training is over. Offer ongoing support like refreshers, coaching, or access to additional resources to help employees continuously improve.
9. Evaluate Training Effectiveness – After training is complete, assess whether it helped close the competence gaps. You can do this through post-training evaluations, skills assessments, and by monitoring job performance. If the training wasn’t effective, reassess and tweak the approach.
10. Document the Process – Keep records of all training activities, including who participated, what was covered, and the results. This is important for tracking progress and demonstrating compliance with ISO standards.

By following these steps, you can ensure that your employees reach the required competence levels and are well-equipped to contribute to the organization’s quality objectives.

How to Check If Training Is Actually Working

1. Set Clear Performance Metrics – Before training starts, identify Key Performance Indicators (KPIs) or metrics to track progress. These could include productivity improvements, error rates, customer satisfaction, or other relevant indicators tied to the employee’s role. Define what “success” looks like after the training is completed.
2. Conduct Pre- and Post-Training Assessments – Assess employees’ skills or knowledge before and after the training. You can use skill assessments, quizzes, or performance reviews to compare how much they’ve improved. Look for tangible progress in the areas that the training targeted.
3. Monitor On-the-Job Performance – Track how well employees are applying their newly acquired skills to their daily tasks. Observe their performance in real-world scenarios, and check whether they’re delivering better results or working more efficiently after the training.
4. Gather Feedback from Managers and Peers – Ask supervisors and colleagues to evaluate the employee’s performance after the training. They can offer valuable insights into whether the employee’s work has improved or if more support is needed.
5. Get Employee Feedback – Check in with the employees who received the training. Ask them whether they feel more confident and competent in their role. Did the training meet their needs? Do they feel better equipped to handle tasks? Their feedback can help you assess the effectiveness of the training program.
6. Track Long-Term Improvements – Don’t just stop after a short-term assessment. Continuously track the employee’s performance over time to ensure the training has a lasting impact. Look for sustained improvement in areas like productivity, quality, or teamwork.
7. Measure Training ROI – Evaluate the Return on Investment (ROI) of the training by comparing the costs of training to the tangible benefits, like improved output, reduced errors, or increased customer satisfaction. This helps you understand if the training was worth the investment.
8. Conduct Follow-Up Sessions or Refresher Courses – If performance hasn’t improved as expected, consider offering follow-up sessions or additional training. Sometimes employees need more time or hands-on experience to fully grasp new concepts.
9. Track Employee Career Progression – Another good indicator of effective training is employee development. Monitor whether employees who have undergone training are advancing in their roles, taking on new responsibilities, or earning promotions as a result of their improved skills.

By following these steps, you can ensure that the training you provide leads to real, measurable improvements in employee performance and supports your organization’s goals.

• Use a Training Management System (TMS) or Learning Management System (LMS) – Choose a digital platform like TalentLMS, Moodle, or Workday to store all training records in one place. These systems allow you to track attendance, progress, and completion, and they make it super easy to pull up training histories when needed.
• Create a Centralized Training Log – Maintain a master spreadsheet or database that records all employee training activities. Include details like the training type, dates, certifications received, and trainer names. Keeping it centralized ensures nothing gets lost in the shuffle.
• Document Evaluations and Feedback – After each training session, document the assessments and feedback provided to employees. Record both pre- and post-training evaluations, so you can easily see how well the employee performed before and after training.
• Track Certification Expiration and Renewal Dates – If the training leads to certifications, make sure to track the expiration and renewal dates. Set up automated reminders in your system or calendar so employees are notified when they need to renew their certifications.
• Keep Records in Compliance with ISO Requirements – Ensure your records meet ISO 9001 standards, which require you to retain evidence of employee competence, training, and evaluations. Make sure they are easily retrievable during audits or performance reviews.