Câu 30: ISO 9001 Lead Auditor: PECB Certified ISO 9001 Lead Auditor

Whistlekleen is a national dry cleaning and laundry organization with 50 shops. You are conducting a surveillance audit of the Head Office and are sampling customer complaints. 80% of complaints originate from five shops in the same region. Most of these complaints relate to customer laundry not being cleaned as customers require. The Quality Manager tells you that these are the oldest shops in the company. The cleaning equipment needs replacing but the company cannot afford it now. You learn that the shop managers were told to dismiss most of the complaints 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. You raised a nonconformity against clause 8.5.1 of ISO 9001. Based on the scenario, select the three options which best describe the evidence for raising such a nonconformity. (Choose three.)

1. A. The organization failed to maintain all of its equipment to an adequate standard. — đáp án hiện tại
2. B. Customer complaints are not taken seriously by the organization.
3. C. The operators did not check the condition of the customer’s product upon receipt.
4. D. Some equipment used was not suitable for the laundry process. — đáp án hiện tại
5. E. The management failed in planning to replace obsolete equipment.
6. F. The operators did not check laundry before release to the customer.
7. G. The organization failed to control the laundry operations in 5 shops adequately. — đáp án hiện tại
8. H. Shop managers were told to make excuses to customers with complaints.