INTERNAL AUDIT REPORT

Procedures & Doc Ref: Auditor(s): Date: Audit No. Page

BDG-P-004 Customer Satification
QEG-P-010 Internal Audit Liz Scott 29/09/17 31-29/09/17 Page 1 of 3

Areas audited: Check list:

Quality, Customer Services,Sales  Doc review against ISO 9001:2008 requirements complete
 Previous audit report reviewed
 KPI’s available and up-to-date
Quality Requirement. Notes / Comments. NC #
State quality requirement(s) Include detailed objective evidence related to the

Minor
Major
ISO 9001:2008 8.1, 8.2.1, 8.2.2, NC identified and ISO 9001:2008 and or CHH
procedure clause number

Measurement, Analysis and Improvement

8.1 - General
Monitoring of Quality Management System (QMS) is
monitored via right first time (RFT), external and
internal audits and the Management Review
meeting.

Audits are carried out against CHH procedures

which are written taking into account requirements
of ISO9001:2008 standard

Management review is carried out by-annually.

Directors and representatives of all business areas
attend the meeting and give an overview of the
previous 6 months

Various KPI’s are set to measure the effectiveness

of the business and these are reflected in the QMS.
A balance sheet scorecard is used to keep track of
the KPI’s and is discussed by the Plan Deployment
Team so that controls can be put in place at the
appropriate time.

8.2 Monitoring and Measurement X BDG-P-004 Customer Satisfaction, Complaints and

8.2.1 Customer Satisfaction Returns Procedure documents responsibility for
areas of the process as being carried out by the
Quality Manager and Planner. Neither of these
roles exist within the CHH structure. The procedure
needs to be reviewed and updated accordingly.

X Process states that CSI scores are recorded on the

Order Creation Cockpit and reviewed a the montly
Order Creation meeting. This cockpit no longer
exists and the meeting is no longer held. RFT and
OTIF are discussed at the montly Plan Deployment
meeting and are recorded on the Balanced Sheet
Score Card.

RMA’s are initially directed to Customer Services

who follow 1 of 3 processes depending on the
customer.

Arqiva
NEC
All other CHH Customers.

QEG-F-078 / Rev.4
 INTERNAL AUDIT REPORT

Procedures & Doc Ref: Auditor(s): Date: Audit No. Page

BDG-P-004 Customer Satification
QEG-P-010 Internal Audit Liz Scott 29/09/17 31-29/09/17 Page 2 of 3

Areas audited: Check list:

Quality, Customer Services,Sales  Doc review against ISO 9001:2008 requirements complete
 Previous audit report reviewed
 KPI’s available and up-to-date
Quality Requirement. Notes / Comments. NC #
State quality requirement(s) Include detailed objective evidence related to the

Minor
Major
ISO 9001:2008 8.1, 8.2.1, 8.2.2, NC identified and ISO 9001:2008 and or CHH
procedure clause number

Reason for return is reviewed

Ordered – not required
Faulty product

X If no product is returned within 4 weeks the RMA will

be closed. Example RMA 1157 from 2013 is still
showing as outstanding and hasn’t been closed off.

Replacement product can be shipped to the

customer before receipt of the potentially faulty
goods to ensure minimum disruption to the
customer. A credit note will be issed against this
part if it is found to be faulty and a CHH liability

If a faulty part is found a concert report is raised and

added t the concern report register. Concern report
613 attached.

8.2.2 Internal Audit QEG-P-010 X QEG-P-010 Auditing Procudure documents

responsibility for areas of the process as being
carried out by the Quality Manager and Quality
System Administrator. Neither of these roles exist
within the CHH structure. The procedure needs to
be reviewed and updated accordingly.

There are 10 Auditors trained to ISO9001:2008

standard. A ISO9001:2015 training has been
planned for November 2017.

There is a schedule for internal audits that is

managed by the Quality Engineer and administered
by the HR & H&S Coordinator. QEG-F-076

All Processes are audited once a year by an auditor

independent to the area being audited.

A document pack is sent to the relevant auditor.

The pack contains a copy of the previous audit,
Internal Audit Report QEG-F-078 and Concern
Report QEG-F-027.

O Process states that audit documents are retained for

B 3 years but schedules are still on file from 2012
S
All concern reports that are raised are passed to the
relevant Manager to action. There is a target
completion time of 28 days but this is not always
possible.

QEG-F-078 / Rev.4
 INTERNAL AUDIT REPORT

Procedures & Doc Ref: Auditor(s): Date: Audit No. Page

BDG-P-004 Customer Satification
QEG-P-010 Internal Audit Liz Scott 29/09/17 31-29/09/17 Page 3 of 3

Areas audited: Check list:

Quality, Customer Services,Sales  Doc review against ISO 9001:2008 requirements complete
 Previous audit report reviewed
 KPI’s available and up-to-date
Quality Requirement. Notes / Comments. NC #
State quality requirement(s) Include detailed objective evidence related to the

Minor
Major
ISO 9001:2008 8.1, 8.2.1, 8.2.2, NC identified and ISO 9001:2008 and or CHH
procedure clause number

Audit 14-210817 was selected and viewed from

audit schedule. Copy attached

All actions are followed up by the HR & H&S

Coordinator. The concern reports are signed off by
the Manager and Quality Department once
completed.

Audits are signed by the Auditor, Head of Section

and a representative of the Quality Department on
completion.

Non Conformity Report Raised

Disc. By NC Register Number Sign

1. BDG-P-004 shows responsible for parts of the process to job LS 615

roles that are not part of CHH structure .
2. Process states that RMA's will be closed after 4 weeks if no
product is returned. Evidence that this is not happening RMA 1157
from 2013
3. QEG-P-010 Auditing Procedure documents responsibility to
Quality Manager and Quality System Administrator. Neither of these
roles exist in the CHH structure.
BDG-P-004 CSI scores are no longer recorded in Order Creation LS 616
Cockpit. The Order Creation Meeting is no longer held

Auditor …………………………………. Accepted as cleared by Quality Department.

Head of Section ……………………………. Sign off: ………………………… Date: …. / …. / …..

QEG-F-078 / Rev.4