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Case Studies - ISO 9001:2015 Questions

1. During an audit of an insurance company's training records, you find that customer care training evaluations only assessed enjoyment, usefulness, and tutor quality. The evaluations did not assess whether training objectives were met. 2. In auditing product inspection and dispatch records, you find that a junior inspector released a product for dispatch without authorization from the chief inspector as required by documented procedures. 3. When auditing a design and development process, you discover that a safety mechanism modification made to equipment prior to installation was not reflected in the latest design drawings provided to service engineers, potentially explaining repair difficulties and a serious customer complaint.

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Mohamed Sobhi Othman
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462 views1 page

Case Studies - ISO 9001:2015 Questions

1. During an audit of an insurance company's training records, you find that customer care training evaluations only assessed enjoyment, usefulness, and tutor quality. The evaluations did not assess whether training objectives were met. 2. In auditing product inspection and dispatch records, you find that a junior inspector released a product for dispatch without authorization from the chief inspector as required by documented procedures. 3. When auditing a design and development process, you discover that a safety mechanism modification made to equipment prior to installation was not reflected in the latest design drawings provided to service engineers, potentially explaining repair difficulties and a serious customer complaint.

Uploaded by

Mohamed Sobhi Othman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Case Studies - ISO 9001:2015

Questions:
a) There is sufficient evidence to report your findings as a nonconformity with evidence:
b) ISO 9001:2015 clause and requirement
c) If there is not a non-conformity, reason for same
d) Audit trails, including, evidence sought and purpose

1)
During an audit of an insurance company, you ask the Training Manager to show you the ------------------------------
training records for three people who work in the Claims Department. You see from the ------------------------------
training records that each has attended a course on customer care. ------------------------------
You ask the Training Manager how they evaluated the training and are told “We ask every ------------------------------
person who attends a training course to complete a questionnaire on whether they ------------------------------
enjoyed the course, how useful they found the training and how good the tutor was. This ------------------------------
information helps us decide whether to send other staff on the course”. ------------------------------
You examine the questionnaires completed by the three people who attended the ------------------------------
customer care course. All three awarded high marks on how enjoyable they found the ------------------------------
course and the usefulness of the course. All three also awarded a satisfactory score for the ------------------------------
tutor. ------------------------------
2)
In the final inspection and despatch area you are examining the inspection and despatch ------------------------------
records for order number 1234. This relates to product XYZ that is due to be sent out to a ------------------------------
customer. ------------------------------
You note that in the final inspection section of the records the word ‘OK’ is written with ------------------------------
the initials JW alongside it. The Despatch Supervisor tells you that JW is one of the junior ------------------------------
inspectors. ------------------------------
You ask the supervisor: ‘Who has authorised the release of the product?’ The supervisor ------------------------------
replies that authorisation is not necessary for this type of routine product and it is clear ------------------------------
from the records that the inspection was satisfactory. He says: ‘If there has been any ------------------------------
problem we get a signature from David Manvers, the Chief Inspector, but only if they had ------------------------------
to do some rework to the product.’ ------------------------------
You check the organisation’s documented information for the product release process and ------------------------------
find it states that the Chief Inspector is responsible for authorising final release of all ------------------------------
products. ------------------------------
3)
You are auditing the design and development process in an organisation that designs and ------------------------------
manufactures industrial equipment. ------------------------------
They are currently dealing with a serious customer complaint relating to faulty safety ------------------------------
mechanisms. They have sent engineers to this customer to repair some equipment they ------------------------------
designed, manufactured and supplied two years earlier for contract number A123. ------------------------------
You find a recent note on file that states that the engineers are currently having difficulty ------------------------------
in repairing the equipment. They have been issued with the latest drawings for the ------------------------------
equipment (serial number X134, revision 3). The drawings do not contain a modification ------------------------------
to the safety mechanism that was made prior to delivery and installation of the equipment. ------------------------------
You confirm with the Design Manager that revision 3 is the current version of the drawings ------------------------------
and that revision 3 does not include the change to the safety mechanism. You ask the ------------------------------
Design Manager why the modification to safety mechanism was not made to the drawing ------------------------------
and he replies that the change was reviewed and considered to be minor with no impact ------------------------------
on the equipment and it didn’t affect the customer’s contract specification. ------------------------------

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