Two external auditors were conducting a certification audit on Hotel Z against the ISO 9001:2015 QMS requirements. During the audit, they found several bottles of liquor, some lucky draw prizes and three bouquets of fresh flowers in the store.
There was no proper ventilation, no temperature and no humidity controls in the store. In fact, the fresh flowers were withering. The auditors were told by the hotel manager that the liquor, prizes and flowers were provided by the customer to one of the hotel employees for safe-keeping. These items were intended for their dinner and dance function which was to be held two days later.
Answer the following questions based on the scenario given above:
a) State the specific ISO 9001:2015 clause number and requirements concerning the handling of the liquor, lucky draw prizes and fresh flowers belonging to the customer. (2 Marks)
b) State three specific actions with regards to the handling of the liquor, lucky draw prizes and fresh flowers that the hotel manager must do to conform to the clause requirements stated in (a). (3 Marks)
c) Should Hotel Z decide to install a thermometer and a controller to monitor the temperature and the relative humidity in the store, state five actions required in order to conform to the requirements of ISO 9001: 2015 clause 22.214.171.124. (5 Marks)
d) State the ISO 9001:2015 clause in dealing with customer complaint. (1 Marks)
e) State nine action steps that Hotel Z must do in dealing with nonconformity or customer complaints so as to conform to the clause requirements stated in (d). (9 Marks)