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Solution Section 1 and 2 IRQA Exam
Solution Section 1 and 2 IRQA Exam
1.
Objectivity is an unbiased mental attitude that allows internal auditors to perform
engagements in such a manner that they believe in their work product and that no quality
compromises are made. ( Standard 1100 )
Impartiality is defined as actual and perceived presence of objectivity (Ref. 3.2 of ISO 17021-
1:2015).
Objectivity is sticking to the facts, being guided by the evidence and considering an event will
be closer to the truth the more supporting evidence it has.
Meanwhile, impartiality is not taking sides (lets see who can do this), to give up making value
judgments and treat as equivalent different versions of an event, believing the truth is in the
middle.
2.
Being argumentative means that you try to prove that your view point is right by asserting
that theirs is wrong. ... To be argumentative is to argue on every little issue. To
be assertive means, to push one's own view point.
Assertive is sticking to your belief or your point. In being assertive it doesn't necessarily mean
that you are trying to contradict the other person
In being argumentative you'd have to contradict the other person and try to prove the other
person's point wrong.
Assertive :
- Polite and respectful at all times
- Will confidently make, present and support decisions with which auditee disagrees
- Is open, direct and non aggressive
3
Simple rating system
This is arguably the most straightforward method to measure customer satisfaction, and the
one that requires the least commitment and effort on part of the respondent.
To use the star rating system, you’ll need to break down your service into the different
aspects that make it up, e.g. quality, service, and speed. Each criterion is assigned a rating
scale from 1 (least favourable) to 5 (most favourable), and the respondent rates it based on
their experience.
Customer feedback surveys
Feedback surveys allow for longer, more open-ended responses. Compared to rating
systems, the type of information captured by surveys is richer, giving you a deep insight into
your customer’s perception of your company.
Customer feedback survey usually take longer to carry out, and rely on the customer’s
willingness to dedicate enough time to answer questions honestly and in sufficient detail.
You’ll also have to put in some work compiling and interpreting the results.
The design and wording of the survey plays an essential role in minimising friction, and
improving the response rate and the quality of the answers received.
One-on-one interviews
We recommend you use one-on-one interviews with your top clients, especially the ones you
meet face to face with the most often.
4
Design and development verification.
Appropriate verification activities should be planned in to provide assurance that the outputs
of a design and development activity will meet the input requirements. EG:
• Alternative calculations,
• Comparing a new design with a similar proven design,
• Building and testing of prototypes or computer simulations,
• Checking of drawings / specifications or other documents prior to issue.
5
How then should the effectiveness be checked and recorded? The best way we know is to
create a record using a form such as Effectiveness Checklist for Corrective Action
Section 2
1a
1b
2a
Common methods of evaluating top management commitment are:
1. Interviews with top management
The auditor can, by utilising business terminology appropriate for the top management,
ask relevant questions that
a) seek to obtain evidence of top management’s awareness of and commitment to
quality and its relevance to the organization's overall objectives and management system,
b) establish evidence of conformity to management responsibility requirements.
3b
The message that delivered is not well received by the auditee, and may raise miss
understanding between auditor and auditee.
1. Integrity: Internal auditors must always be honest and fair and exhibit trust,
independence and objectivity in all work that they do
2. An auditor’s decision should not be wavered or influenced by anyone. Their actions,
decisions, and reports should be as a result of careful analysis of the company’s
operations.
3. Tenacious. Persistent, focused on achieving objectives; does not loose heart and give
up in the face of setbacks
4. Self-relient. Acts and functions independently, while effectively, interacting with
others; has faith in his judgment, and is polite
5. Decisive. Reaching timely conclusions, based on logical reasoning and analysis,
investigates to the depth necessary
For Auditors : they shall be:
(d)
(e) open-minded (i.e. willing to consider alternative ideas or points of view),
(f) observant (i.e. actively aware of physical surroundings and activities),
(g) perceptive (.i.e. instinctively aware of and able to understand situations).
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