PECB Exam ISO-9001-Lead-Auditor Topic 6 Question 27 Discussion

Actual exam question for PECB's ISO-9001-Lead-Auditor exam

Question #: 27
Topic #: 6

ABC is a fast food shop that receives orders by phone or the internet. The normal menu includes 15 different types of hamburgers; however, in the

last two days, due to a shortage of a special type of meat, they can only prepare six of the 15 varieties.

You are performing a third-party audit of ABC; you observed that the menu offering food on the website is still the normal one, with 15 different

hamburgers. During a 30-minute period, you observed several customers reluctantly accepting other than the hamburger they preferred. You decided

to raise the following nonconformity as follows:

"There is evidence that ABC has not reviewed the ability to provide customers the offered products".

The restaurant manager does not accept the nonconformity. She says that ABC had an extensive training programme for all personnel, which you have already seen when auditing Human Resources. This shortage of some hamburgers cannot be considered a management system failure.

Which one would be your answer from the following options?

AI will maintain it open, and I will see what the Certification Body thinks about it.

BI will raise it as a major nonconformity and, therefore, cannot recommend certification of the quality management system.

CI will raise it as a minor nonconformity; you have the option to appeal to our Certification Body.

DYou are right, it is not a system failure. I will change the nonconformity to a recommendation, but it will be audited carefully next time.

Show Suggested Answer

Suggested Answer: C

The appropriate response in this situation would be:

C . I will raise it as a minor nonconformity; you have the option to appeal to our Certification Body.

This response acknowledges the restaurant manager's point that the shortage of some hamburgers may not constitute a management system failure. However, the fact remains that the menu was not updated to reflect the current availability of products, which led to customer dissatisfaction. This is a deviation from the ISO 9001 standard, which requires that the organization ensures the availability of resources needed to provide products and services as promised1. Raising it as a minor nonconformity allows the organization to address the issue within a specified timeframe and provides an opportunity for appeal if the organization disagrees with the auditor's decision2.

by Doug at Jan 10, 2025, 04:43 AM

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13 days ago

I think option B is the best choice. It's a major nonconformity.

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