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質問 # 198
You, as auditor, are in dialogue with the quality lead and managing director of a small business that supplies specialist laboratory equipment and furniture.
You: "I'd like to look at how you manage change in the organisation. What changes have you made as a business, say, over the last 12 months?" Auditee: "We have made some strategic changes, the main one being that we no longer manufacture our own products in-house." You: "That sounds like quite a significant change. What has been the impact of that?" Auditee: "We now mainly sell other manufacturers' products, under their brand names, and have outsourced the manufacture of our own brand products to one of our suppliers." You: "What were the reasons for making the change?" Auditee: "Our manufacturing section was a small operation, and we struggled to cope with fluctuations in demand. During busy periods, we found it hard to meet lead times, and in quiet periods, we had staff with little to do. This was having an impact on customer satisfaction, and meant we had to charge premium prices that made our product uncompetitive." You: "How did you go about the change?" In relation to the auditor's question about how the change was managed, the auditee mentions the steps listed below. The steps represent different elements of the Plan/Do/Check/Act cycle.
Select three steps which apply to the 'check' element of the cycle.
正解：B、D、F
解説：
The "Check" stage of the PDCA cycle is about monitoring, measuring, analysing and evaluating performance against objectives, requirements and planned activities.
B is correct because reviewing data at management review is part of evaluating QMS performance.
C is correct because monitoring customer feedback is checking whether customer needs and expectations are being met.
D is correct because monitoring supplier performance checks whether the outsourced manufacturing process is effective.
A, E, F and H are mainly "Plan/Do" activities. G may be a monitoring result, but the strongest three "Check" activities are B, C and D because they directly involve review, monitoring and evaluation of QMS performance.
質問 # 199
An organisation decides to purchase products and services only from ISO 9001 certified suppliers.
Match the four organisational functions to a potential benefit.
正解：
解説：
Explanation:
Reduced incoming inspection # A. Quality
Improved communication with suppliers # B. Procurement
Purchased materials received on time # C. Logistics
Reduced variability within processes # D. Production
According to ISO 9001:2015, Clause 8.4 - Control of externally provided processes, products and services, organisations are required to ensure that externally provided products and services conform to specified requirements. When an organisation sources from ISO 9001 certified suppliers, there is greater assurance of consistency in quality, delivery, and communication. This enhances internal operations across various functions:
Reduced incoming inspection (Quality): ISO 9001 certified suppliers have robust quality controls (Clause
8.4.2), reducing the need for repeated inspections upon receipt. This aligns with Quality's responsibility for incoming inspection and verification.
Improved communication with suppliers (Procurement): Clause 8.4.3 emphasizes the communication of detailed requirements to external providers. Procurement plays a key role in ensuring these requirements are understood and met.
Purchased materials received on time (Logistics): Timely deliveries are often a result of structured supplier evaluation and selection (Clause 8.4.1). Logistics benefits through fewer delays and better scheduling of internal processes.
Reduced variability within processes (Production): Consistency of supplied materials supports stable and predictable production processes, which is a key aspect of Clause 8.5 - Production and service provision.
References:
ISO 9001:2015 Clause 8.4.1 - General
ISO 9001:2015 Clause 8.4.2 - Type and extent of control
ISO 9001:2015 Clause 8.4.3 - Information for external providers
ISO 9001:2015 Clause 8.5 - Production and service provision
質問 # 200
You are auditing a manufacturer of specialty tea products during a Stage 2 certification audit. In the quality laboratory, you interview one of three operatives conducting sensory testing of a batch from the production line.
Select three options of evidence which could demonstrate conformance with clause 9.1.1 of ISO 9001:
2015.
正解：B、C、F
解説：
Comprehensive and Detailed Explanation From Exact Extract:
Clause 9.1.1 - Monitoring, measurement, analysis and evaluation (General) requires the organization to:
"Determine what needs to be monitored and measured, the methods for monitoring, measurement, analysis and evaluation needed to ensure valid results, and when results shall be analyzed and evaluated." The goal is to ensure valid, reliable, and consistent measurement of process and product performance. Here's how each correct option supports compliance:
# B. Analysis of the results of sensory tests
This directly aligns with the requirement for analysis and evaluation of monitoring results. Clause 9.1.3 also supports the use of such data for evaluating product conformity and process effectiveness.
# G. Sensory testing results are recorded
This supports documented evidence of monitoring results, as required under 9.1.1(e), to verify that quality checks (such as flavor and aroma assessments) are being done consistently.
# H. The Hedonic Method is used to monitor the quality of the product
Use of a standardized measurement method like the Hedonic Scale aligns with 9.1.1(b), which requires defined methods to ensure valid and reproducible results.
Why the Other Options Are Incorrect or Less Relevant:
* A. University degrees # Related to competence (Clause 7.2), not monitoring and measurement (Clause
9.1.1).
* C. Independent expert review # Not part of regular monitoring unless it's built into the process.
* D. Respiratory testing # Irrelevant to product quality monitoring.
* E. Outsourcing # Would shift responsibility but doesn't demonstrate internal conformance.
* F. Safe disposal # Pertains to Clause 8.5.4 (Preservation), not Clause 9.1.1.
References:
ISO 9001:2015 Clause 9.1.1 - Monitoring, measurement, analysis and evaluation ISO 9001:2015 Clause 9.1.3 - Analysis and evaluation ISO 9001:2015 Clause 7.2 - Competence (for contrast)
質問 # 201
Scenario 6: Davis Clinic (DC) is an American medical center focused on integrated health care. Since its establishment DC was committed to providing qualitative services for its clients, which is the reason why the company decided to implement a quality management system (QMS) based on ISO 9001. After a year of having an active QMS in place, DC applied for a certification audit.
A team of five auditors, from a well-known certification body, was selected to conduct the audit. Eva was appointed as the audit team leader. After three days of auditing, the team gathered to review and examine their findings. They also discussed the audit findings with DC's top management and then drafted the audit conclusions.
In the closing meeting, which was held between the audit team and the top management of DC. Eva presented two nonconformities that were detected during the audit. Eva stated that the company did not retain documented information regarding its outsourced services for an analysis laboratory and regarding the conducted management reviews. During the closing meeting, the audit team required from DCs top management to come up with corrective action plans within two weeks. Although the top management did not agree with the audit findings, the audit team insisted that the auditee must submit corrective actions within the given time frame in order for the audit activities to continue.
Once the action plans were evaluated, the audit team began preparing the audit report. Eva required from the team to provide accurate descriptions of the audit findings and the audit conclusions. The report was then distributed to all the interested parties involved in the audit, including the certification body Based on the report, the certification body together with Eva, as the audit team leader, made the certification decision.
Based on the scenario above, answer the following question:
Why is it important to discuss the audit findings with DC's top management prior to the closing meeting and the submission of the final audit report?
正解：C
解説：
Comprehensive and Detailed In-Depth Explanation:
Discussing audit findings before the closing meeting ensures that:
* The audit objectives have been met (ISO 19011:2018, Clause 6.4.10).
* The auditee has an opportunity to clarify misunderstandings or provide additional evidence.
* The audit team and the auditee agree on the accuracy of findings before finalizing the report.
While encouraging corrective actions (B) is beneficial, the primary purpose of discussing findings is to ensure that the audit was conducted effectively and aligned with objectives. Identifying responsible persons (C) is not the auditor's role.
Reference:
ISO 19011:2018, Clause 6.4.10 (Communicating Audit Findings Before the Closing Meeting)
質問 # 202
Put the following steps of a third-party audit into the correct sequence in which they happen.
正解：
解説：
Explanation:
Sequence:
Stage 1 Audit
Stage 2 Opening Meeting
Interviews
Stage 2 Closing Meeting
Close-out of Stage 2 Audit Findings
Issue Certificate
Surveillance Audit
Follow-up Audit
To complete the sequence, you can drag and drop the options to the appropriate blank section.
Here is a brief explanation of each step:
Stage 1 Audit: This is the initial audit that aims to assess the readiness of the organization for the stage 2 audit. It involves reviewing the documentation of the quality management system, evaluating the scope and objectives of the audit, and identifying any major gaps or nonconformities34.
Stage 2 Opening Meeting: This is the meeting that marks the start of the stage 2 audit. It involves confirming the audit plan, the audit criteria, the audit scope, and the audit team. It also provides an opportunity for the auditee to ask any questions or raise any concerns34.
Interviews: This is the main activity of the stage 2 audit, where the audit team collects evidence by interviewing the personnel involved in the quality management system, observing the processes and activities, and examining the records and documents. The audit team uses various techniques, such as sampling, measurement, analysis, and evaluation, to verify the conformity and effectiveness of the quality management system345.
Stage 2 Closing Meeting: This is the meeting that marks the end of the stage 2 audit. It involves presenting the audit findings, the audit conclusions, and the audit report to the auditee. It also provides an opportunity for the auditee to provide feedback, ask questions, or dispute any findings34.
Close-out of Stage 2 Audit Findings: This is the process of verifying that the auditee has taken appropriate corrective actions to address any nonconformities or opportunities for improvement identified during the stage
2 audit. The audit team may request evidence or conduct a follow-up visit to confirm the effectiveness of the corrective actions34.
Issue Certificate: This is the process of issuing a certificate of conformity to the auditee, if the audit team is satisfied that the quality management system meets the requirements of the standard and that there are no major nonconformities or unresolved issues. The certificate is valid for a specified period, usually three years, and is subject to periodic surveillance audits34.
Surveillance Audit: This is the process of conducting periodic audits, usually once a year, to monitor the continued conformity and effectiveness of the quality management system. It involves reviewing the changes, improvements, and performance of the quality management system, and identifying any new nonconformities or opportunities for improvement34.
Follow-up Audit: This is the process of conducting an additional audit, usually in response to a significant change, a complaint, or a major nonconformity, to verify the impact and the corrective actions taken by the auditee. It may result in the suspension, withdrawal, or renewal of the certificate, depending on the outcome of the audit34.
質問 # 203
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