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NEW QUESTION # 63
Whistiekleen is a national dry cleaning and laundry organisation with 50 shops. You are conducting a surveillance audit of the Head Office and are sampling customer complaints. You find that 80% of complaints originate from five shops in the same region. Most of these complaints relate to damage to customer laundry.
The Quality Manager tells you that these are the oldest shops in the organisation. The deaning equipment needs replacing but the organisation cannot afford it now. You learn that the shop managers were told to dismiss most of the claims based on the poor quality of the laundered materials.
On raising the matter with senior management, you are told that there are plans to replace the equipment in these shops over the next five years.
Match the ISO 9001 Clauses to the statements.
Answer:
Explanation:
Explanation:
A screenshot of a computer AI-generated content may be incorrect.
Clause 8.5.3 - Property Belonging to Customers or External Providers:This clause requires the organization to care for customer property while it is under their control. If there is damage, they must inform the customer and retain documented information. Thus, informing customers of the reason for laundry damage relates directly to this clause.# Reference: ISO 9001:2015 Clause 8.5.3 Clause 7.1.3 b - Infrastructure:It refers to the provision and maintenance of infrastructure necessary for the operation of processes. This includes equipment. If resources are not allocated for outdated equipment, it directly breaches this clause.# Reference: ISO 9001:2015 Clause 7.1.3 b Clause 10.2.1 b - Corrective Action:This clause covers actions to eliminate the causes of nonconformities to prevent recurrence, including evaluating and correcting customer complaints.# Reference: ISO 9001:2015 Clause 10.2.1 b Clause 5.1.2 b - Customer Focus (Top Management):Top management must ensure risks to customer satisfaction, including property damage, are addressed. This aligns with addressing the risk of damaging customer laundry.# Reference: ISO 9001:2015 Clause 5.1.2 b Clause 6.2 - Quality Objectives and Planning to Achieve Them:Setting objectives for reducing customer complaints (like those about laundry damage) falls under this clause.# Reference: ISO 9001:2015 Clause 6.2
NEW QUESTION # 64
Which of the following is a record related to the audit program that should be managed and maintained?
Answer: C
Explanation:
Comprehensive and Detailed In-Depth Explanation:
ISO 19011:2018, Clause 5.4 (Audit Records Management) states that the audit schedule must be maintained as a key record.
Thus, C is the correct answer.
Reference:
ISO 19011:2018, Clause 5.4 (Audit Records Management)
NEW QUESTION # 65
Takitup is a small fabrication organisation that manufactures steel fencing, stairs and platforms for the construction sector. It has been certified to ISO 9001 for some time and has appointed a new Quality Manager. The audit plan during a surveillance audit covers the organisation's improvement actions and the auditor asks to see the most recent management review meeting minutes.
The auditor finds that the management review report records that none of the improvement actions set by the previous review has been realised for a second time. A new Quality Manager has been brought in at the middle management level to rectify the situation as the organisation is concerned that it might lose its certification.
Select three options that would provide evidence of conformance with clause 10.3 of ISO 9001.
Answer: A,E,F
NEW QUESTION # 66
Which two of the following are the key expected results of a quality management system that conforms to the requirements of ISO 9001:2015?
Answer: B,E
Explanation:
According to the ISO 9001:2015 document, the key expected results of a quality management system that conforms to the requirements of ISO 9001:2015 are:
*the ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements;
*the enhancement of customer satisfaction.
These results are derived from the quality management principles of customer focus and process approach, which are the basis of the ISO 9000 family of standards1. Customer focus means understanding and meeting customer needs and expectations, as well as exceeding them when possible1. Process approach means managing activities as interrelated processes that function as a coherent system, which leads to consistent and predictable results1.
Therefore, the correct answer is C and F.
References: 2: ISO 9001:2015 - Quality management systems - Requirements 1: ISO - Quality management principles
NEW QUESTION # 67
What is a combined audit?
Answer: A
Explanation:
Comprehensive and Detailed In-Depth Explanation:
A combined audit is when multiple management systems (e.g., ISO 9001 for Quality, ISO 14001 for Environmental Management, and ISO 45001 for Occupational Health & Safety) are audited together in a single organization.
Clause References:
* ISO 19011:2018, Clause 5.4 - Combined Audits:
* A combined audit is performed when two or more management systems are assessed simultaneously at the same auditee.
Why is the Correct Answer A?
* A combined audit reduces duplication of effort by auditing multiple standards together at a single organization.
* Example: A company certified to both ISO 9001 and ISO 14001 can have one audit covering both standards.
Why are the Other Options Incorrect?
* B (Two or more auditing organizations cooperating on a single auditee) # This is a joint audit, not a combined audit.
* C (Two or more management systems audited at multiple auditees) # This is a multiple-site audit, not a combined audit.
Reference:
ISO 19011:2018, Clause 5.4 - Combined Audits
NEW QUESTION # 68
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