PECB ISO-9001-Lead-Auditor Exam - 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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Keshia

3 months ago

The manager's response seems off. They need to be transparent!

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Eun

3 months ago

I think it's a minor issue, but they should update the website.

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Carol

3 months ago

Wait, how can a meat shortage not be a system failure?

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Jenifer

4 months ago

Totally agree, the menu should reflect what's available!

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Josephine

4 months ago

They only have 6 out of 15 burgers? That's a big deal!

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Anissa

4 months ago

I can see the manager's point, but I still think it's a failure to inform customers properly. I might go with option D, but I'm not completely confident about it.

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Davida

4 months ago

This situation reminds me of a similar practice question we did about menu changes. I think I would keep it open and see what the Certification Body says, so option A seems reasonable.

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Sylvia

4 months ago

I'm not entirely sure, but I feel like the nonconformity should be raised as a minor issue since it's not a systemic failure. Maybe option C?

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Kimberlie

5 months ago

I remember discussing how a management system should adapt to changes like product shortages, so I think I might lean towards option B.

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Kenny

5 months ago

I think option B is the way to go here. The inability to provide the advertised products is a major issue that needs to be addressed, regardless of the training program.

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Sabra

5 months ago

I'm a bit confused here. The menu discrepancy seems like a clear nonconformity, but the manager's explanation is making me hesitate. I'll need to weigh the evidence carefully.

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Delisa

5 months ago

Hmm, the restaurant manager's argument about the training program seems reasonable. I'm leaning towards option D, but I'll double-check the requirements to be sure.

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Ronny

5 months ago

This is a tricky one. I'll need to carefully review the details and consider the restaurant's response before deciding how to proceed.

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Claribel

1 year ago

I agree with Hermila. Option A seems like the most reasonable approach in this situation.

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Vannessa

1 year ago

This is a tough one. I can see both sides here. But I think the best option is C. It's a minor nonconformity, and the restaurant should have a chance to address it. Plus, I heard the certification body loves a good burger, so they might cut them some slack.

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Goldie

1 year ago

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

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Jodi

1 year ago

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

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Glen

1 year ago

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

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Cassie

1 year ago

Haha, looks like the fast food joint is running out of its signature burgers. That's like a burger joint without any burgers - what's the point, am I right? Anyway, I'd go with D. It's not a system failure, so a recommendation is the way to go.

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Lorrine

1 year ago

I don't know, man. This is a tricky one. The restaurant manager seems to have a point about the training program. But the customers were clearly unhappy. I'd go with B just to be safe.

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Tran

1 year ago

I think the correct answer here is C. It's a minor nonconformity, and the restaurant manager should have the option to appeal if they disagree. We need to give them a chance to address the issue.

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