1. © A. Austin 2001 All Rights reserved Licensed to Biosystems Licence No. 201128 ISO 9001:2000 – Process model CUSTOMER Management Responsibility Resource management Measurement, analysis & improvement Product realisation Product or service Requirements Product realisation CONTINUAL IMPROVEMENT OF THE QUALITY MANAGEMENT SYSTEM Information flowValue-adding activities

2. © A. Austin 2001 All Rights reserved Licensed to Biosystems Licence No. 201128 Questioning techniques  STOP TALKING - LISTEN Do not ask closed questions Maintain a 20% talking : 80% listening ratio  USE THE SIX HONEST SERVING MEN “I keep six honest serving men They taught me all I knew Their names were WHAT and WHY and WHEN And HOW and WHERE and WHO” (The Elephant Child - Kipling)  SHOW ME

3. © A. Austin 2001 All Rights reserved Licensed to Biosystems Licence No. 201128 Auditor Conduct  Be critical  Be side-tracked  Argue  Swear  Be late  Be sarcastic  Compare  Pass opinions  Apportion blame AN AUDITOR SHOULD NOT