SunSsource Internal Audit Work sheet

Process Reviewed Distribution__Customer

Satisfaction_________________________________________________________
Auditor(s) _______________________________________________________________________
__________________________
Process Name
ISO Standard Procedures
Inputs to
Outputs to
Element
Process
next
process
Customer
9.1.212-0505
Customer
Managemen
Customer
SatisfactionDistrib Customer
Assessme t Review
ution
Satisfaction8 SatisfactionDistrib nt
ution
.5.3
Satisfactio Corrective
Identification
n Survey
ActionProdu
1-02
Documented
And
Results
cts shipped
Information
Traceability
to
Customer
customers
1-09 Control of
8.5.4
Complaint
Nonconforming
Property
s
belonging to Products
customers or
Customer
external
Returns
providers
Cross
docked
8.5.4
items to
Preservation
be
shipped,
8.5.6 Control
notificatio
of Changes
ns of drop
shipped
8.6 Product
items,
Release
items from
distributio
7.1.3
n for

Dates
People
Involved

Records

Executive
Management
Team

Shipment
Notifications

Customer
Service Reps
and
ManagersPic
kers
Packers
Customer
Service

Customer
Assessment
Satisfaction
Survey
Results
Customer
Complaints
Customer
Returns
Customer
Satisfaction
Analysis
dataPacking
Lists
Certifications
of
Compliance

Infrastucture

shipment

7.5.3.1
Control of
Documented
information
7.5.3.2
Documented
information
Retained
8.7
Nonconformi
ng Outputs
Audit questions
Are drop ship notifications available for items drop shipped?
Are products inspected by the Packer, prior to shipping to customers?
Are Packers performing all required inspections?
Are inspection records available?
Are cross docked items properly labeled?
Are customer satisfaction efforts in accordance with Procedure 1-05 Customer Satisfaction and related
ISO Standard Elements??Are products identified in the shipping area?
7) Are products requiring traceability information traceable?
8) Are products being packed in a manner that will prevent damage in shipping?
9) Are products being packaged in a manner that will preserve the integrity of the product (prevent rust,
maintain shelf life, etc)?
10)
Is there any product in the shipping area that is nonconforming, if so, is it correctly identified?
11)
Are customer surveys performed at the required frequency?
12)
13)
Are shipping records maintained?
14)
Is there sufficient infrastructure to perform the work that is being performed in the shipping area?
1)
2)
3)
4)
5)
6)

What information is used to derive customer satisfaction (On Time & Error Free performance metrics
compared to Plan, complaints, customer satisfaction, customer returns, customer score cards)?
15)
Do How do the results of customer surveys activity show that customers are satisfied with the
quality of our products and service?
16)
In cases where customers are not satisfied, what corrective actions are taken to improve customer
satisfaction? What are the results of these corrective actions? List them here.
17)
Are customer satisfaction records available? How and where are corrective actions saved to
demonstrate control of records?