ISO auditors play a crucial role in ensuring organisations meet quality standards, but they are not infallible. Here are 5 examples of when ISO auditors may make mistakes and how to address these situations professionally:
1. Misinterpreting Standard Requirements
Auditors sometimes misinterpret or apply ISO standard requirements incorrectly. For instance, an auditor may insist on seeing customer satisfaction surveys, even though ISO 9001 only suggests surveys as one of many options for evidencing customer satisfaction.
How to respond: Politely ask the auditor to show you the specific clause in the standard that requires what they are requesting and explain your interpretation of the clause and how you have addressed the requirement. If there’s still disagreement, refer to the ISO Certification Body’s Technical team.
2. Imposing Personal Opinions
Some auditors may push their own preferences or past experiences in the form of ‘opportunities for improvement’, rather than focusing on standard requirements. Whilst Auditors have seen and done a lot, they might recommend practices that aren’t necessarily best for your organisation’s specific context.
How to respond: Request that the auditor explain how their recommendation directly relates to meeting a specific ISO requirement. Emphasise that your organisation’s approach, while different, still satisfies the standard’s intent.
3. Grading Minor Issues as Nonconformities
Auditors occasionally overreact to minor issues, such as treating a simple typo in a document as a document control nonconformity.
How to respond: Acknowledge the error but respectfully point out that it doesn’t impact the effectiveness of your management system. Ask if it could be noted as an observation / opportunity for improvement rather than a nonconformity.
4. Failing to Provide Evidence
A competent auditor should always provide clear evidence to support their findings. Some may report issues without offering concrete proof or examples.
How to respond: Politely ask for specific examples or evidence supporting the auditor’s conclusions. This helps you understand the issue and determine appropriate corrective actions.
5. Overlooking the Big Picture
Auditors focused on ticking off checklist items may miss the overall effectiveness of your management system. They might get caught up in minor details while overlooking more significant aspects.
How to respond: Provide context about your organisation’s risk-based approach and how your system addresses key objectives. Invite the auditor to consider the broader perspective of how processes interact.
Respond Professionally to Auditor Mistakes
When addressing auditor mistakes, always remain professional and objective. Focus on facts and standard requirements rather than personal disagreements. If significant concerns persist, don’t hesitate to escalate issues to the auditor’s supervisors or certification body.
Remember, a well-conducted audit should be a collaborative process aimed at improving your management system, not just finding faults. By understanding these potential pitfalls and how to address them constructively, you can ensure your ISO audit remains a valuable tool for continuous improvement rather than a source of unnecessary conflict or misunderstanding.
For professional advice and guidance on ISO audits, contact the experts at New Paradigm Consulting today