1) Answer all questions

2) Submit through LumiNUS on Microsoft Word document

3) DO NOT submit in pdf format

4) Ensure your name and student number are on your submission and appear

on the LumiNUS

5) Marks will be deducted for late submission

6) Dateline for submission 11 Sep 2022

1) 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 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)

2) ABC Seafood Restaurant Pte Ltd is preparing for ISO9001: 2015 certification. You

have been appointed by the CEO to spearhead the documentation.

a) List any 5 areas where documented information must be maintained in order to

meet the ISO9001:2015 requirements. State the clause and the subject matter

of the possible documented information. (5 Marks)

b) For each documented information listed in (a), state the corresponding

documented information that you need to retain in order to demonstrate

fulfillment of that requirements. (5 Marks)

c) Describe five benefits of providing documentation. (5 Marks)

d) State and explain five characteristics to ensure that changes to the document

information in an organization are controlled to prevent unauthorized changes

and to meet the ISO 9001:2015 clause 7.5 requirements? (5 Marks)