Hi All, I'm new to the forum, so go easy on me... As of last June, I took over the role of Management Rep; the company I work for is a <20 person manufacturing facility that has been in operation for about 60 years. Our documented QMS was HUGE, to say the least, and grew in size with every new release of the ISO 9001 Standard. I re-constructed and re-wrote our QMS based on Standard requirements and what we actually do. During the rewrite, I worked one-on-one with each department to fine tune the processes and ensure that I had a complete understanding of each process (which was extra helpful because I'm the QM, too). What I found was during the life of the previous QMS, everyone knew the holes in the system and knew just what to say, what evidence to provide during an audit, and when they could unnoticeably deviate from procedure. With the new QMS release and multiple attempts at training, there are internal NCs popping up all over the place! Despite working side-by-side with each department manager/supervisor and walking thru each process step we are still breaking procedure and bombing audits. The common reply starts with, "That's how we've always done it" or "that's how so-and-so trained me (6 years ago, so-and-so not here anymore)". Now, in all fairness, metrics show we are still getting the overall job done. Has anyone had similar issues or have suggestions on a method of training that will stick?