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FEBRUARY 2020 I DESIGN007 MAGAZINE 67 who could perform a gap analysis, facilitate the implementation process, help create the in- ternal auditing program, and provide ongoing support. Most importantly, we found the right person for our organization—someone who fit with our management style and corporate cul- ture. Further, we assigned an internal coordina- tor. Consultants cannot do it alone. We believe you need a key person (or persons) on your team who is passionate about QMS, respect- ed throughout the organization, and able to ef- fectively communicate with each business unit and individual personnel as needed. Your internal champion(s) will serve as a full-time facilitator during both the QMS im- plementation and the ISO certification process. Employees may view an outside consultant as a threat, and it is up to the internal champion to allay these fears, foster a positive attitude, and sustain the overall effort (Figure 2). Once you've done these actions, celebrate your success! Have lunches for reaching mile- stones, and when the final audit week is com- pleted, and you have reached your goal of cer- tification, do something special to mark the oc- casion. Our team proudly wore "ISO strong" apparel to celebrate the accomplishment. Figure 2: Have fun with your implementation! Our ISO-certified sales and ordering process with help from turtles (our process map), who also happen to be ninjas. While all processes must contain certain requirements, we allowed room for creativity on each process owner's map.

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