Relevant ISO 9001 Requirements
Clause 9.1.2 – Customer Satisfaction
The organisation shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled.
Clause 10.3 – Continual Improvement
The organisation shall continually improve the suitability, adequacy and effectiveness of the quality management system.
Why C is Correct
C. ABC monitors the improvements it makes.
The Quality Manager stated:
“These actions reduced the complaints by 90%.”
This demonstrates that ABC monitored the effectiveness of the actions taken by comparing complaint levels before and after implementation.
This aligns with:
Clause 9.1 (Monitoring and measurement)
Clause 10.3 (Improvement)
Why F is Correct
F. ABC takes actions to improve customer satisfaction.
ABC analysed customer feedback and complaints and then implemented:
Cameras to monitor the process.
A coffee machine in the waiting room.
These are actions taken in response to customer feedback with the objective of improving customer satisfaction.
This aligns with:
Clause 9.1.2 Customer Satisfaction
Clause 10.3 Continual Improvement
Why H is Correct
H. ABC obtains customer feedback.
The Quality Manager stated:
“We always ask them two questions about their needs and expectations.”
and
“We discuss a summary of the answers and the complaints.”
This is direct evidence that customer feedback is obtained.
This aligns with:
Why the Other Options Are Incorrect
A. ABC trains its employees in customer care.
No evidence of training is provided.
B. ABC records the answers to the questions asked when customers get the car back.
The scenario mentions a summary is discussed monthly, but does not state that all answers are recorded.
D. ABC reviews the feedback every day.
The scenario states feedback is reviewed once per month , not daily.
E. ABC documents all customer feedback.
No evidence is provided that all feedback is documented.
G. ABC responds to customer expectations.
While actions were taken, the scenario does not provide sufficient objective evidence that customer expectations themselves were specifically addressed or fulfilled.
ISO-Aligned Conclusion
The scenario provides objective evidence that ABC:
Obtains customer feedback,
Takes actions based on that feedback,
Monitors the effectiveness of those actions.
Therefore, the three correct statements are:
C. ABC monitors the improvements it makes.
F. ABC takes actions to improve customer satisfaction.
H. ABC obtains customer feedback.
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