Câu 10: 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. 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 organization. The cleaning equipment needs replacing but the organization cannot afford it now. Complaining customers are offered a financial incentive to close the complaint. 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. Select the one option which correctly describes the non-conformity to be raised against ISO 9001.

1. A. 10.1 – The organization fails to enhance customer satisfaction.
2. B. 7.2 – Staff were not competent to handle customer’s laundry.
3. C. 8.5.1 d – The organization does not have suitable infrastructure for five shops. — đáp án hiện tại
4. D. 8.4.1.h – Laundry returned to customers with defects.
5. E. 8.5.3 – Customers were not advised of damage to their property.
6. F. 8.5.5.d – The organization failed to advise its customers of the potential for damage.