ISO9001/2015 Internal Audit- SCHEDULED CALL PROCESS V2 Date
10-12-2018
Audit Number
2018 Q3-12
Name of Auditor
Rob May
Scope & Objective of Audit
To check scheduled call process to ensure adherence
Customer Name
Rob May
Customer Order Ref
S1455
Invoice Number
5794
PRIOR TO BOOKING JOB WITH CUSTOMER - CHECK TO MAKE SURE THE ANNUAL CONTRACT HAS BEEN INVOICED. COMMENTS
Not Done
New customer, invoiced after the first visit and acceptance for the quote.
CONTACT CLIENT AND SCHEDULE VISIT DATE / TIME - SEND EMAIL INVITATION FOR ACCEPTANCE. (Service admin)
Done
ON ACCEPTANCE FROM CLIENT, RAISE JOB SHEET AND PRINT A LIST OF SCALES FROM ACT (Service admin)
Not Done
COMMENTS
Unable to print list as a new customer. Engineers first visit completed cal certs with information. No site survey was undertaken.
ASSIGN ENGINEER AND PUT IN SERVICE DIARY AND ON WHITE BOARD (Service admin)
Done
ENGINEER TO ATTEND SITE AND CARRY OUT SERVICE / CALIBRATION ACCORDING TO SCHEDULE (Service Engineer)
Done
ENGINEER TO NOTE ANY WORK DONE OR REQUIRED TO SCALES ON ISSUED SERVICE SHEETS AND RECORD CAL READINGS ON ISSUED CAL CERT. (Service Engineer)
Done
ON COMPLETION OF VISIT, JOB SHEET TO BE COMPLETED BY ENGINEER AND SIGNED BY THE CLIENT. THIS IS TO INCLUDE THE NOTING OF ANY SCALES NOT FOUND TO ENSURE A REPEAT VISIT IS CHARGEABLE. (Service Engineer)
Done
SERVICE NOTES AND CALIBRATION READINGS TO BE RECORDED INDIVIDUALLY ON ACT AGAINST SCALE CARD. CALIBRATION CERTS TO BE SAVED AS PDF'S IN SHARED/SERVICE DEPT/CAL CERTS FOLDER AND ALSO UPLOADED TO SMART VAULT AND EMAILED TO CUSTOMER. (Service admin)
Not Done
COMMENTS
Only one cal cert sent. Fabian to resend all call cert to customer now the error has been found. Fabian to inspect all cal certs once emailed/exported to customer.
JOB TO BE CLEARED DOWN ON ACT AND PASSED TO ADMIN AS COMPLETED (Service admin)
Done
SCAN IN JOB SHEET AND SAVE IN SERVICE DEPT/SCANNED JOB SHEETS/SERVICE JOB SHEETS FOLDER ON SHARED DRIVE. (Accounts Admin)
Done
Statement of Finding
New customer so invoiced after the first visit. Customer still not paid for contract so Service admin to chase payment. Cal certs not sent correctly, this has now been resolved.
Evidence
PWS jobsheet - S1455 Calibration certs Email confirmation to customer Quote and invoice to customer
Corrective Action Required
No
How have we related the findings back to the standard?
The SCHEDULED CALL Process is covered in section 8 of the Standard. Specifically 8.5, and 8.6 - production and service provision. Therefore:The Audit process has established that sections 8.5.1 and 8.5.2 and 8.6 have been referenced and that the findings are in line with the requirement of the standard.
Result of Audit
Observation