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PECB ISO-9001-Lead-Auditor Exam - Topic 1 Question 38 Discussion

Scenario 2:Bell is a Canadian food manufacturing company that operates globally. Their main products include nuts, dried fruits, and confections. Bell has always prioritized product quality and has maintained a good reputation for many years. However, the company's production error rate increased significantly, leading to more customer complaints.To increase efficiency and customer satisfaction, Bell implemented a Quality Management System (QMS) based on ISO 9001. The top management established a QMS implementation team comprising five middle managers from various departments, including Leslie, the quality manager.Leslie was responsible for assigning responsibilities and authorities for QMS-related roles. He also suggested including a top management representative in the QMS team, but top management declined due to other priorities.The team defined the QMS scope as:"The scope of the QMS includes all activities related to food processing."Leslie established a quality policy and presented it to the team for review before top management approval. Top management also proposed a new strategy for handling customer complaints, requiring biweekly customer surveys to monitor customer perceptions.Which statement related to the last paragraph of scenario 2 is correct?
B) Top management demonstrated leadership and commitment with respect to customer satisfaction.
A) Customer surveys are the best method for obtaining and monitoring customer perceptions.
C) Customer surveys should be conducted every week to have a clear understanding of the needs and expectations of customers.
D) Customer satisfaction is only measured through complaints, making surveys unnecessary.

PECB ISO-9001-Lead-Auditor Exam - Topic 1 Question 38 Discussion

Actual exam question for PECB's ISO-9001-Lead-Auditor exam
Question #: 38
Topic #: 1
[All ISO-9001-Lead-Auditor Questions]

Scenario 2:

Bell is a Canadian food manufacturing company that operates globally. Their main products include nuts, dried fruits, and confections. Bell has always prioritized product quality and has maintained a good reputation for many years. However, the company's production error rate increased significantly, leading to more customer complaints.

To increase efficiency and customer satisfaction, Bell implemented a Quality Management System (QMS) based on ISO 9001. The top management established a QMS implementation team comprising five middle managers from various departments, including Leslie, the quality manager.

Leslie was responsible for assigning responsibilities and authorities for QMS-related roles. He also suggested including a top management representative in the QMS team, but top management declined due to other priorities.

The team defined the QMS scope as:

"The scope of the QMS includes all activities related to food processing."

Leslie established a quality policy and presented it to the team for review before top management approval. Top management also proposed a new strategy for handling customer complaints, requiring biweekly customer surveys to monitor customer perceptions.

Which statement related to the last paragraph of scenario 2 is correct?

Show Suggested Answer Hide Answer
Suggested Answer: B

Comprehensive and Detailed In-Depth

ISO 9001:2015, Clause 5.1.2 (Customer Focus) states that top management must ensure customer satisfaction by monitoring customer perceptions.

In scenario 2, top management initiated customer surveys, demonstrating their commitment to customer focus as required by Clause 5.1.2.


ISO 9001:2015, Clause 5.1.2 -- Customer Focus

by Hollis at Mar 05, 2026, 09:07 AM

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Ellsworth
7 hours ago
A seems right too. Surveys help gather real feedback.
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Richelle
5 days ago
I think B is correct. Top management is showing they care.
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Judy
11 days ago
Complaints alone can't measure satisfaction, surveys are a must!
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Aleta
16 days ago
Weekly surveys would give better insights, just saying!
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Tracey
2 months ago
Wait, are surveys really enough to gauge customer satisfaction?
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Shakira
2 months ago
Totally agree, top management is showing commitment here!
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Dudley
2 months ago
A biweekly survey sounds reasonable for tracking customer feedback.
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Andra
3 months ago
Top management should definitely be more involved in QMS.
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Anjelica
3 months ago
Love that they’re focusing on customer perceptions!
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Odette
3 months ago
Wait, are surveys really enough to gauge satisfaction?
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Merilyn
3 months ago
I think weekly surveys would give better insights!
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Ernie
3 months ago
A biweekly survey sounds reasonable for tracking customer feedback.
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Tamala
3 months ago
I’m not sure about option D; it seems too extreme to say complaints are the only measure of satisfaction.
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Wai
4 months ago
I feel like we had a practice question about the frequency of surveys, and I thought weekly would be better for more accurate data.
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Arlette
4 months ago
I think option B makes sense because top management is actively trying to improve customer satisfaction with the new strategy.
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Mari
4 months ago
I remember we discussed the importance of customer feedback in class, but I'm not sure if biweekly surveys are enough to really capture customer perceptions.
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