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Here we look at techniques to support an effective Aviation Quality Assurance Audit and the way we ask questions during an audit to enable us to take the maximum benefit from the responses we receive.

For the most effective outcome, the Auditor should remain in control of the process from start to finish. The auditor has (or should have) the full attention of the Auditee and must ensure that you understand the responsibility to obtain the information necessary to make the correct determinations.

So how are we going to ask questions in such a way that we quickly get to the substance of what we are trying to audit?
Although we ask questions of each other all day long, we seldom consider which technique works best and how we may improve our questioning skills.

The Key is asking Open Questions

Asking the most open question is usually the best way to start the process. What do we mean by open question? A question is phrased in such a way that the recipient has total freedom (even an obligation) to respond in the fullest possible way.

So, therefore, for successful Quality Assurance Auditing – how to ask effective questions—we should strive to ask a question in such a way that it gives the fullest response.
Asking questions in this way should give you an insight into the depth of compliance or indeed the possibility of weakness in a given area.

Make sure that you are talking to the right person and also remember that often your regulatory knowledge is vastly superior to the auditee so ask the questions in such a way as to put the auditee at ease.

For example:

Please explain how the planning system generates and delivers a work package to the planning doc.

Please explain how the load sheet is produced and delivered to the aircraft.

Asking in such a way brings the maximum amount of information and allows you to then use your knowledge and experience to make assessments of what you are hearing.

Seek justification, do not make assumptions, and try not to be biased by expectation; gather together as many causal factors as possible.

Be flexible in your approach!

Once you have a good understanding of the framework of the subject in question, you can start to drill down and for your questions to become more specific.

Finally, you are able to ask very specific questions, which you will be able to use to demonstrate nonconformities when you identify anomalies either in the organisation's procedures or in compliance with the regulatory requirements.

It is extremely important to confirm any findings with the auditee to ensure there is no misunderstanding on the part of the auditor.

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