You are carrying out an annual surveillance audit at an organisation that has been certificated to ISO 9001 for two years. The organisation offers home cleaning services. The scope of the quality management system covers planning the weekly activities, providing cleaning materials, cleaning the whole property (including outdoor space) alarm installation, alarm servicing, alarm monitoring and response. The business operates from a single office and employs subcontract cleaners across the whole city.
You have just completed the opening meeting. You are interviewing the Managing Director (MD).
You: I would like to gain an understanding of how the quality management system has been supporting your business and its strategic direction.
MD: We are continuing to face difficult times. The market is extremely competitive, and customers typically look for the least expensive option when choosing home cleaning services. We have not yet seen any business benefit from our quality management system.
You: Tell me how you determine external and internal issues.
MD: We use PESTLE analysis (Political, economic, social, technological, legal, environmental).
You: Why did you not use the SWOT model (Strengths, Weaknesses, Opportunities, Threats)?
MD: I had used PESTLE in my previous job.
You: How have the outputs from your PESTLE been used?
Select two audit trails which would lead to a determination of how the PESTLE analysis would affect the planning of a QMS to ISO 9001.
Submit