You are an auditor from a construction organisation who is conducting a second party audit to ISO 9001 at a steel rolling mill producing structural steelwork. When auditing the rolling process, you find that the operator who is unloading the furnace does not use the adjacent infrared pyrometer to measure the appropriate product temperature in readiness for the next production stage.
You: " How do you tell when the billet is ready for the rolling stage? " Operator: " I ' ve done this job for 20 years. I can tell by the bright red colour. " You: " What happens if the colour is wrong? " Operator: " The billet goes back into the furnace. " You: " Is the pyrometer ever used? " Operator: " Only in borderline cases. " You continue to interview the operator and find that around 25% of the billets are sent back to the furnace.
This includes 80% of the borderline cases.
Select three options that would provide evidence of conformance with clause 9.1.1 of ISO 9001.

• A. Certification of conformance to national standards from the manufacture of the pyrometer.
• B. Periodic analysis of the results of temperature checks.
• C. Maintenance plan for the furnace.
• D. A procedure that provides instruction in taking billet temperature.
• E. Annual review records for furnace operators.
• F. An increase in the use of the pyrometer by operators.
• G. Planning for monitoring and measuring the billet temperature.
• H. A quality objective to achieve lower recycle rates for billets.

Which statement below indicates that an organization has developed its communication strategy by taking into account the principle of appropriateness?

• A. The organization responds to the queries and concerns of interested parties in a full and timely manner.
• B. The organization provides relevant information to interested parties using formats, language, and media that meet their interests and needs, enabling them to fully participate.
• C. The organization communicates the processes, procedures, methods, data sources, and assumptions used to all interested parties, taking into account the confidentiality of information.
• D. The organization ensures that all external communications are only handled by the top management team.

When monitoring customer perceptions, which analysis is helpful to use?

• A. PEST analysis
• B. Gap analysis
• C. Market-share analysis
• D. Competitive benchmarking

An internal auditor of a manufacturer of polystyrene packaging products for the electronics industry raised a nonconformity against section 10.3 of ISO 9001 in Report IA202. The nonconformity (NC 3) stated:
" The reject rate of ' finished ' product of 9.7% needs improvement as it doesn ' t meet the stated objective of top management of 5%. " Just before the Closing meeting of a third-party audit, the audit team leader is invited to a meeting with the Quality Manager. He tells the audit team leader that a member of the audit team was seen taking photographs of the factory on his phone during the day and wants him suspended from the Closing meeting with any nonconformities raised by him rescinded. The issue of photographs was not discussed during the opening meeting.
Select the three options for how the audit team leader might deal with this situation.

• A. Advise the Quality Manager that the auditor will be reported to Head Office
• B. Apologise for the situation and ensure the Quality Manager that all photographs will be deleted during the Closing meeting
• C. Insist that the nonconformities must stand since they have been agreed by the team from other evidence gathered
• D. Advise the Quality Manager that he, as audit team leader, needs to speak to the auditor about the situation and he will report back to the Quality Manager once this is done
• E. Delay the Closing meeting until the audit team leader has consulted his audit programme manager at Head Office
• F. State that the auditor will take no further part in the audit and all his photographs will be deleted