21 Question Code:QMS_P1_D4_ID_04c

XYZ Corporation is an organisation that employs 100 people. As audit team leader, you are conducting a
certification audit at Stage 1. When reviewing the quality management system (QMS) documentation, you find
that quality objectives have been set for every employee in the organisation except top management. The
Quality Manager complains that this has created a lot of resistance to the QMS, and the Chief Executive is asking
questions about how much it will cost. He asks for your opinion on whether this is the correct method of setting
objectives.

Select the two best options of how the auditor should best respond to his question.
22 Question Code:QMS_P2_D4_ID_11R_MRQ

Speedymatic supplies component parts to the automotive repair sector and the Sales Department mostly receives
orders by telephone for immediate delivery. The customer usually quotes part numbers from the product
catalogue. The paperwork usually follows days later.

Select three options of objective evidence you would seek associated with Speedymatic’s process of managing
customer requirements to determine conformance with ISO 9001 clause 8.2

23 Question Code:QMS_P2_D4_LM_02

During an external audit, the auditor asks to see the quality policy and is shown an intranet web page headed
“Our Mission”. The auditee states they do not have a stand-alone “quality policy” document.

The auditor is informed that copies of the “Our Mission” web page are displayed on notice boards throughout the
facility. The auditor verifies that this is the case, and notices that neither the web page nor the pages displayed
on notice boards is signed by Top Management.

How should the auditor respond? Select 3

You are conducting a Stage 2 audit to ISO 9001 of an engineering organisation, and you found that the 12V
power supply for a product test had not been recalibrated since it was purchased five years before. The test
procedure stated that the power supply should be standardised at 12V during the test, but the test report did not
reflect this. You raised the following nonconformity against clause 7.1.5 of ISO 9001.
“The 12V power supply unit ref. PS02 is not capable of producing the required constant voltage for conduct of
the galvanic efficiency test. Test report GETR0321 for Project DK confirmed that the voltage varied between
10.5V and 12V.”

Which of the following options would provide part of the acceptable corrective actions to close out the
nonconformity at the follow-up audit?
A small cleaning services organisation is about to start work on a hospital cleaning contract for the local Health
Trust. You, as auditor, are conducting a Stage 2 audit to ISO 9001 and review the contract with the Service
Manager. The contract requires that a cleaning plan is produced.

You: “How was the cleaning plan for the contract developed?”

Service Manager: “We have a basic template that covers the materials, labour requirements and cleaning
methods to be employed. Some of that is specified by the customer.”

You: “How does the plan deal with locations like the intensive care wards and the operating theatres, which are
included in the contract?”

Service Manager: “The basic plan covers general wards, but we will do more frequent cleaning in those areas
if the hospital requests it.”

You: “Are you aware of the regulatory requirements for cleaning standards in hospitals?”

Service Manager: “No. We depend on the hospital to look after that side of things in the contract.”

36 Question Code:QMS_P4_D5_ID_15b

You decide to raise nonconformity against section 8.2.2.a.1 of ISO 9001.

At the Stage 2 Closing meeting of the cleaning services organisation, the Quality Manager objects to the
nonconformity raised against section 8.2.2.a.1 of ISO 9001 and asks for it to be withdrawn. He insists that they
meet all the regulations.

Which of the following options should the audit team leader take in response to the request?
38 Question Code:QMS_P4_D5_ID_16dR_M
Patients’ meals were always served on time with hot food. The Deputy Catering Manager was unaware of the
content of the organisation’s quality policy. Patients could be given a choice of meals from a set menu.

A Health Trust has contracted with Servitup, a catering services organisation that has been certified to ISO 9001
for 1 year. It provides catering services to ten, small rural hospitals in remote locations. You are conducting the
first surveillance audit at one sample site with the Deputy Catering Manager.

During the audit, you raise a large number of findings including major nonconformities, minor nonconformities,
opportunities for improvement and one finding of good practice.
Match the audit finding categories to the evidence found:

39 : ABC is a worldwide fast-food organisation. One of the branches, in downtown Cape Town, decided to
implement an ISO 9001 quality management system and you are the audit team leader (with two other auditors)
that will carry out the certification audits, Stage 2.
ABC receive the orders by phone or internet; some of the employees deliver the ordered food to indicated
addresses. The normal menu includes 15 different types of hamburgers; howver, in the last two weeks, due to a
shortage of a special type of meat, they can only prepare six of the 15 varieties.
During the internal meeting of the audit team, you ask one of the auditors to describe what she has observed.
She audited the reception of orders from customers (via phone or internet) and the communication of the orders
to the kitchen. She noticed that the menu offering food on the website is still the normal one, with 15 different
hamburgers, and during a 30-minute period, she observed many customers reluctantly accepting something
other than the hamburger they preferred.
40 : ABC is a world-wide fast-food organisation. One of the branches, in downtown Cape Town, decided to
implement an ISO 9001 quality management system and you are the audit team leader (with two other auditors)
that will carry out the initial certification audit, Stage 2.

ABC receive the orders by phone or internet; some of the employees deliver the ordered food to indicated
addresses. The normal menu includes 15 different types of hamburgers; however, in the last two weeks, due to
a shortage of a special type or meat, they can only prepare six of the 15 varieties.

During the internal meeting of the audit team, you ask one of the auditors to describe what she has observed.
She audited the kitchen; during her visit she found a set of 20–25 hamburgers in the waste cabin. She asked
how often they must discard products; the supervisor said several times every day because the hamburgers end
up overcooked. The timer of the oven is not working properly, and the alarm does not work either.

They try to give these hamburgers to the customers, some of them do not complain, others complain, and we
must change the hamburger. We do nothing, because the manager said: “Do not worry, we will buy a new oven
with a new design.” They said so two years ago and, so far, we do not have any news of the oven.

The audit team agreed that this was a minor nonconformity and the audit team leader included it in the audit
report.

Few weeks later, ABC submitted an answer to the audit report as follows:

a) Immediate action: we will stop offering overcooked products to customers. Doing this, we will have customers
100% satisfied, one of the key expected results from ISO 9001:2015.

b) Analysis of the cause: oven not working properly.

c) Corrective action: install a new oven in four months.

What would you do? Choose the best answer from the following options: