GOIL

INTERNAL QUALITY AUDIT CHECKLIST

Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 7.3 Yes/ No/ N/A
MKT/ SOP/09 CUSTOMER CARE
6.1.1 Can you outline some common customer Pick complaints from each category HSSE
ISO 7.2.3 (c) complaints you know? till resolution with correction and CAM
- Poor service by GOIL Staff and their corrective action DM
Subcontractors. ME
- Non conforming Product Quality eg. ESM-M
Adulteration/ Contamination.
- Variation in Product Quantity.
- Equipment failures.

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, ISO 8.3, 8.5.2, 8.5.3 Yes/ No/ N/A
MKT/ SOP/09
6.2.1 How do you receive the customer complaints? Any evidence CSE
ISO 7.2.3 Via Head/Zonal Offices, via Front Desk
Manager (Receptionist), ZM's Secretary or any
GOIL Staff and forwarded to CSE.
6.2.2 How do you handle or manage the customer Customer Complaint Register
ISO 4.2.3 complaints? Recorded and sent to resp. HOD (MKT/F/21) CSE/
ISO 4.2.4 HOD's
6.2.3 What happens if the complaint concerns CSE/
ISO 7.2.3 product adulteration/contamination, assault, CAM
burglary, major shortages? CAM is informed
immediately for corrective action for redress.

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 8.5.2, 8.5.3, 8.3 Yes/ No/ N/A
MKT/ SOP/09
6.3.1 How is poor service relating to failure of Any record, incident ITM
ISO 7.2.3 Advantage Card addressed?
6.3.2 How do you handle complaints concerning Any incident FMM &
ISO 7.2.3 misconduct of attendants and Dealers as ZM
well as stock outs? FMM and ZM in charge
of the zone take immediate action to address
the issue.

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 8.5.2, 8.5.3, 8.3 Yes/ No/ N/A
MKT/ SOP/09
6.3.3 Where does equipment failure complaint Evidence CSE
ISO 7.2.3 go? OM to act OM
6.3.4 Where do you direct Any evidence LM
ISO 8.4 Lubes/Packaging/Special products non TSPM
conformities? Addressed to LM, TSPM, BAM
BAM with suppliers and followed up as part
of Supplier re-evaluation.
6.3.5 (i) Product adulteration or contamination,
ISO 7.2.3 assaults, burglary and accident complaints HSSEM
are handled by who?
6.3.5 (ii) Shortages above 1000 liters are addressed OM
ISO 7.5.1 (a) by?

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 8.5.2, 8.5.3, 8.3 Yes/ No/ N/A
MKT/ SOP/09
6.3.6 (i) How is BRV Road Accidents Addressed by HSSEM via Safety
ISO 7.5.4 addressed? Procedures.
6.3.6 (ii) How do you address losses and Handled via Non Conformance form
ISO 7.5.4 contamination? QMS/F/15
6.3.7 How do you ensure that complaints Following through schedule for
ISO 8.5.2 (d) are resolved? Customer Complaints until disposition CSE
ISO 8.5.2 (e) is completed, corrective action taken
and related documentation controlled.

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 8.5.2, 8.5.3, 8.3 Yes/ No/ N/A
MKT/ SOP/09
6.3.8 Do you prepare weekly reports on customer CSE
ISO 4.2.3 complaints to CAM for review?
6.3.9 Resolutions and review of corrective actions Resolutions and Corrective CAM
ISO 5.6.2 (a & recorded and copies given to MR for Actions record
b) Management Review Meetings?
ISO 4.2.3
ISO 8.5.2
6.3.10 (i) Do you hold weekly meetings to review all CAM
ISO 8.3 complaint received pending resolutions?
(a)
6.3.10 (ii) How do you close the gaps in the complaints Minutes shall be taken and CAM
ISO 8.5.2 register? action plan drawn to close gap.
(b & d)

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 8.5.2, 8.5.3, 8.3 Yes/ No/ N/A
MKT/ SOP/09
ADVERTS, PROMOTIONS, AND
SALES PROMOTIONS
6.4 No question
6.4.1 How do you request for Advert? Submit paper to MD with clear HOD
ISO 5.1 objectives in line with Company
(c) Strategies.
6.4.2 Do Management commitment brought to MD and Management discuss MD
ISO 5.1 bare in this case proposals and decide whether to
go ahead or not.

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 7.3 Yes/ No/ N/A
MKT/ SOP/09
6.4.3 Do the Company involve the Board of Letters Yes
ISO 7.3.2 Director for their inputs after they decide to
go ahead with the proposals?
6.4.4 Who are involved in the development of the Memos CAM, Requesting
ISO 7.3.2 product advert design and its financial cost HOD and GOIL
implications? Media partners

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 7.3 Yes/ No/ N/A
MKT/ SOP/09
6.4.5 How are inputs for Advert design collated? Evidence CSE
ISO 7.3.2 Views are sought from ZMs, MEs and a
random selection of staff for their input and
these are incorporated into the design.

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

ISO 9001 Activity

DOC # Requirement - Look For Look at Audittee Comply Remarks
ITEM IS0 7.2, 8.5.2, 8.5.3, 8.3 Yes/ No/ N/A
MKT/ SOP/09
6.4.6 Technical and financial proposals are forwarded MD
ISO 5.5.3 for approval? Who does the approval?
ISO 4.2.3
ISO 4.1
6.4.7 Who ensures the smooth roll out of the CAM
ISO 5.3 (d) advert/promotional campaign?
6.5 CUSTOMER FEEDBACK
6.5.1 How do you track Customer Feedback? Annual Customer Survey Record
ISO 7.2.3 Last year survey MKT/F/22
ISO 8.2.1
6.5.2 Do you present customer feedback in
ISO5.6.2(b) Management Review Meetings?
ISO 7.2.3
6.5.3 Who follows up on Actions arising from CAM
ISO 5.6.2(e) Management Review Meetings?

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 GOIL
INTERNAL QUALITY AUDIT CHECKLIST
Dept/Section audited: MARKETING Audit No:
Audit Team Leader: Date:
Team Members: Page: of

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