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© ISO 2000 – All rights reserved
6.2.2 Competence, awareness and training 6.2.2.1 Competence
Management should ensure that the necessary competence is available for the effective and efficient operation of the organization. Management should consider analysis of both the present and expected competence needs as
compared to the competence already existing in the organization.
Consideration of the need for competence includes sources such as — future demands related to strategic and operational plans and objectives,
— anticipated management and workforce succession needs, — changes to the organizations processes, tools and equipment,
— evaluation of the competence of individual people to perform defined activities, and — statutory and regulatory requirements, and standards, affecting the organization and its interested parties.
6.2.2.2 Awareness and training
Planning for education and training needs should take account of change caused by the nature of the organizations processes, the stages of development of people and the culture of the organization.
The objective is to provide people with knowledge and skills which, together with experience, improve their competence.
Education and training should emphasize the importance of meeting requirements and the needs and expectations of the customer and other interested parties. It should also include awareness of the consequences to the
organization and its people of failing to meet the requirements.
To support the achievement of the organizations objectives and the development of its people, planning for education and training should consider
— experience of people, — tacit and explicit knowledge,
— leadership and management skills, — planning and improvement tools,
— teambuilding, — problem solving,
— communication skills, — culture and social behaviour,
— knowledge of markets and the needs and expectations of customers and other interested parties, and — creativity and innovation.
To facilitate the involvement of people, education and training also include — the vision for the future of the organization,
— the organizations policies and objectives, — organizational change and development,
— the initiation and implementation of improvement processes, — benefits from creativity and innovation,
— the organizations impact on society,
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— introductory programmes for new people, and — periodic refresher programmes for people already trained.
Training plans should include — objectives,
— programmes and methods, — resources needed,
— identification of necessary internal support, — evaluation in terms of enhanced competence of people, and
— measurement of the effectiveness and the impact on the organization. The education and training provided should be evaluated in terms of expectations and impact on the effectiveness
and efficiency of the organization as a means of improving future training plans.
6.3 Infrastructure
