PECB ISO-9001-Lead-Auditor 問題集

質問 1：
One of the conflict resolution techniques is toning down. How is the conflict managed in that case?
A. Following negotiations, each party makes concessions in order to reach a common agreement.
B. The audit team leader uses their authority to solve the conflict.
C. The points of agreement are emphasized and the points of disagreement are put into perspective.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 2：
During a second-party audit of a dairy farm (by a potential customer) complying with ISO 9001:2015, the auditor verifies that there is large variability in the daily production of the milking yard. The current agreement with their only customer is to provide 2,000 litres per day. However, in the last two years, they have noticed an increasing variability in daily production.
If they produce less than 2,000 litres, they are penalised with a fine of 1.5 pesos for every litre that they do not provide. If they produce more than 2,000 litres, they use the extra milk to feed the pigs.
This process has been in operation for decades. The dairy farm was founded by the grandfather of the current owners, who did not want to alter the established practices.
The auditor raises a nonconformity on the basis that the process is not under control (Clause 8.1).
If you had been the auditor, which one of the following actions would you have accepted?
A. Modify the contract with the current customer to provide them with only 1,500 litres of milk per day and make an agreement with a second customer.
B. Analyse the daily dispatch of milk for 7 days to determine its variability.
C. Retain the current contract and try to sell the occasional surplus milk to a second customer.
D. Apply the existing process of addressing the risks and opportunities of milk production.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 3：
XYZ Corporation is an organisation that employs 100 people. As audit team leader, you are conducting a certification audit at Stage 1. When reviewing the quality management system (QMS) documentation, you find that quality objectives have been set for every employee in the organisation except top management.
The Quality Manager complains that this has created a lot of resistance to the QMS, and the Chief Executive is asking questions about how much it will cost. He asks for your opinion on whether this is the correct method of setting objectives.
Three months after Stage 1, you return to XYZ Corporation to conduct a Stage 2 certification audit as Audit Team Leader with one other auditor. You find that the Quality Manager has cancelled the previous quality objectives for all employees and replaced them with a single objective for himself. This states that "The Quality Manager will drive multiple improvements in the QMS in the next year". The Quality Manager indicates that this gives him the authority to issue instructions to department managers when quality improvement is needed. He says that this approach has the full backing of senior management. He shows you the latest Quality Improvement Request that was included in the last management review.

After further auditing, the issues below were found. Select two statements that apply to the term
`nonconformity'.
A. Evaluation of the results of the improvement action not always documented by the Quality Manager.
B. Limited knowledge of the content of Quality Improvement Requests by departmental staff.
C. Top management claim not to be aware of the improvement request (QI/12/20/HR-3) initiated by the Quality Manager.
D. No quality objectives planned for the top management team
E. Quality improvements not aligning with the quality policy.
F. Decisions on improvement action timescales not involving departmental managers.
正解：D,E
解説: (Topexam メンバーにのみ表示されます)

質問 4：
When monitoring customer perceptions, which analysis is helpful to use?
A. Market-share analysis
B. PEST analysis
C. Gap analysis
D. Competitive benchmarking
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
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?
A. You are right, it is not a system failure. I will change the nonconformity to a recommendation, but it will be audited carefully next time.
B. I will maintain it open, and I will see what the Certification Body thinks about it.
C. I will raise it as a minor nonconformity; you have the option to appeal to our Certification Body.
D. I will raise it as a major nonconformity and, therefore, cannot recommend certification of the quality management system.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 6：
In a third-party audit to ISO 9001, select two options of when the organisation is required to act in response to reported findings.
A. A major non-conformity is raised.
B. A finding of conformity is reported.
C. A finding of good practice is reported.
D. A recommendation is given in the report.
E. A minor non-conformity is raised.
F. An opportunity for improvement is raised.
正解：A,E
解説: (Topexam メンバーにのみ表示されます)

質問 7：
Which two of the following are the key expected results of a quality management system that conforms to the requirements of ISO 9001:2015?
A. Decreased number of nonconforming products in all stages of the manufacturing cycle
B. Increased profits
C. Consistently provide products that meet customers' requirements
D. Decreased number of warranty claims
E. Decreased number of management system nonconformities
F. Enhanced customer satisfaction
正解：C,F
解説: (Topexam メンバーにのみ表示されます)