There is always someone who cares...

A few years ago, if you asked me what a quality management system internal audit was, I’d have fired up my browser to ask my dear friend Google. Back then, as a support specialist and trainer at a university help desk for over 20 years, I helped the staff, faculty and a sprinkling of students to use technology effectively. What did I know about internal auditing? Turns out, I knew a lot about personal internal audits, but more about that later.

Despite being a novice in the manufacturing industry, I have come to understand the term “audit” quite well.  According to the Institute of Internal Auditors, “Internal auditing is an independent, objective assurance and consulting activity designed to add value to and improve an organization's operations. It helps an organization accomplish its objectives by bringing a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control and governance processes.”

...an internal audit is an activity designed to add value to and improve operations...

As a corporate trainer, I serve as that independent, objective assurance because I have access to and knowledge of most company procedures and regulations to better educate employees to do their jobs safely, effectively and efficiently. What a great place to be right? Not necessarily, because most employees are uncomfortable being assessed or judged, especially their own judgement. No one likes to be reminded that how we conduct ourselves at work is just as important as the actual steps we take to achieve good results. Taking shortcuts is fine provided company values and standards are not compromised. In other words, it is assumed employees have integrity; we will not sacrifice quality for quantity nor will we dismiss customer requirements to make a quick buck. We carry out our job tasks honestly and with integrity, regardless of whether or not the boss or customer is looking over our shoulder. The reward is a job well done, not false praise or fast money. Reputable businesses are not sustained by poor standards.

...how we conduct ourselves is just as important as the actual steps we take to achieve good results... 

My job as a corporate trainer or “job coach” as I like to call it, is to bring out the best in co-workers as they carry out the defined tasks of their job. I also remind them of their inner voice. You know, that little thing called a conscience that whispers, “taking credit for work done in a sketchy way or for someone else’s good job is a temporary high.” Karma has a way of coming back around at some point to knock you off that pedestal you put yourself up on. There is always someone watching while you perform your job, you.  

Back to the start of this article. How did I come to know a lot about personal internal auditing? In addition to my day job at the university, I volunteered as a judicial advocate. What is a JA you ask? It’s an employee who helps a student navigate the judicial system after being accused of violating the academic honesty policy.  Yup, I helped those students accused of breaking the rules, like cheating on a test, to take responsibility for their actions and face the consequences. I’ll never forget one of my early cases; it solidified my desire to continue as a JA for many years to come and more recently, helped me to realize my calling as a corporate trainer.

A student had injured herself at the beginning of the term so she received course content virtually for most of the class until she returned around final exam time. The professor hadn’t clearly communicated online that the “open book” final exam excluded “notes”. Upon seeing post-it notes in this student’s open book, the professor accused her of cheating and she was brought up on charges. If found responsible of violating the academic honesty policy, this student faced harsh penalties such as expulsion or suspension as well as a tarnished record after graduation that future employers would be made aware of during interviews. My student was devastated when she realized all her hard work up to that point would be diminished by a mere post-it note. She came to me in tears believing her actions would ruin her life.  Little did she know her actions would enrich her life. 

We began her personal internal audit together. In a matter of days, she realized what an exceptional student she was and how proud she should be of her accomplishments so far. She wrote her opening and closing statements with my help to plead her case of a simple misunderstanding. The image of her posture as she confidently delivered her statements to the board comprised of peers and faculty hasn’t faded from my memory. She provided evidence the professor did not post adequate instruction online for taking the open book exam. The relief on her face as she received the judgement of “not responsible” was etched into my memory. I still have the thank-you gift and card to remind me of the pure happiness this student felt when she realized she would never again let anyone accuse her of taking a shortcut to success. She wrote in her thank-you note, “Words can’t express how much your help and support means to me. I’m so appreciative of your support and words of encouragement throughout my situation. I am so grateful to have met such a wonderful person like you. I hope we can continue our new-found friendship.” And yes, we remain “linked” to this day!  

Taking the time to conduct an internal audit at home or at the office, whether it be because you have to or choose to, leads to the acknowledgement of failures and successes. Reflecting on your process of what you do and how you do it adds value to and improves your life. I promise you, the pure joy you feel realizing you achieve success not just by following the steps correctly but more so by doing the right thing, is priceless.

There is always someone who cares, you...and your job coach. ;-)