Free ISO-9001-Lead-Auditor Mock Exam – Practice Online Confidently

What is reliability in the context of service quality? 

A Health Trust has contracted with Servitup, a catering services company that has been certified to ISO 9001 for one year. It provides services to 10 small rural hospitals in remote locations involving the purchase and storage of dry goods and fresh produce, preparing meals and loading heated trolleys for ward service by hospital staff. You, as auditor, are conducting the first surveillance audit at one site with the Deputy Catering Manager (DCM). DCM: "I apologise for the absence of the Catering Manager. He has called in sick today and we are really short of staff." You: "I see. It really shouldn't affect the QMS so the audit can progress as normal." DCM: "The Catering Manager set up the system. I'm afraid I'm not as familiar with it as he is." You: "OK, let's start with the Quality Policy. What are the main issues for the QMS here?" DCM: Give me a minute. I need to look at the Quality Policy on the noticeboard in his office. You find that two internal audits have been carried out in the first year by the Catering Manager. One of them indicates that complaints from patients are increasing in number, mainly due to food being served too cold. The DCM comments that the trolley thermometer is often unreliable. Which two of the following actions would be "correction" in dealing with the complaints? 

Which two of the following auditors would not participate in a first-party audit? 

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. The quality policy was established by Leslie and approved by top management. Is this acceptable? Please refer to scenario 2.

Scenario 4: TD Advertising is a print management company based in Chicago. The company offers design services, digital printing, storage, and distribution. As TD expanded, its management recognized that success depended on adopting new technologies and improving quality. To ensure customer satisfaction and quality improvement, the company decided to pursue ISO 9001 certification. After implementing the QMS, TD hired a well-known certification body for an audit. Anne Key was appointed as the audit team leader. She received a document listing the audit team members, audit scope, criteria, duration, and audit engagement limits. Anne reviewed the document and approved the audit mandate. The certification body and TD’s top management signed the certification agreement. Before contacting TD, Anne reviewed the audit scope and noticed that TD made changes to it due to the adoption of new printing equipment. However, Anne disagreed with the changes, stating they would affect the audit timeline. She considered withdrawing from the audit. Based on scenario 4, conducting which of the activities below is NOT the responsibility of Anne?