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MADINAH

HOTEL
AUDITING
PROCEDURES
This procedure is issued and controlled by the Quality Manager (QM). Approval for changes may
only be given by the General Manager or in her absence, her nominated deputy. This is a controlled
document subject to authorized update and so must not be copied.

ONLY SIGNED AUTHORIZED COPIES MAY BE USED AS WORKING DOCUMENTS.

The document, comprising 13 pages, is supplied by Madinah Hotel on the express


understanding that it is to be treated as confidential and that it may not be copied, used or
disclosed to others in whole or in part for any purpose except as authorized in writing by Madinah
Hotel official Members.
Prepared By: _______________________________________
Chawky & Saul

Approved By: _______________________________________


Sam Saker
Authorized
For Issue By:

Date: October 2012

Date: November 2012

_______________________________________ Date: TBD


TBD

By CHA International for Madinah Hotel Rajhi

REVISIONS RECORD SHEET


This sheet is a record of revisions to this document, which result from a Re-issue.
Issue
Number

Date

Reason for Change

By CHA International for Madinah Hotel Rajhi

1.

INTRODUCTION
The Internal Audit system was set-up for The Madinah Hotel (Rajhi) to the requirements of
International Standards.
The Madinah Hotels Internal Audit procedure has been established in line ISO 10011-1:
1990, Guidelines for auditing quality systems - Part 1: Auditing. This procedure takes
account of the size, nature, complexity and operational impacts of the company, and the
rate of development of the relevant expertise and experience within the company (Ref. ISO
14012: 1996, Introduction). The Auditors of Madinah Hotel are trained to carry out
Audits on behalf of the company.
An Audit is the tool that Madinah Hotel will be using to confirm that we meet the relevant
standard and to monitor our progress and improve our systems.

1.1

Purpose and Scope


The purpose of this procedure is to describe the function of Auditing the Quality
Management System, whether done by Madinah Hotel auditors or sub-contracted to an
external party (e. g. CHA Intl consultant), and to identify the various documents used in the
different tasks carried out by the Auditors.

1.2

Responsibility
It is the responsibility of the E x e c . A s s i s t a n t M a n a g e r to ensure that the latest
issues of all documents are available to all Auditors and that they are controlled in
accordance with the relevant parts of the Documentation and Data Control Procedure. It is
the responsibility of staff to comply with the documents and instructions.

1.3

References
Madinah Hotel - Rajhi
Document and Data Control Procedure
MHR
ISO 9001: 2008
ISO 10011-1: 1990, Guidelines for auditing quality systems - Part 1: Auditing

1.4

Applicability
This procedure and its associated documents and instructions is a level B procedure
applicable to all sections within the scope of the hotel.

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2.

PROCEDURE

2.1

Internal Audit Schedule


The Internal Audit Schedule is prepared by the Assistant Manager (for Madinah Hotel
internal audits).
A copy of the Internal Audit Schedule is available with the Exec. Assistant Manager and
is distributed to the Management Team and the external/internal auditor(s) carrying out
the internal audits of the Madinah Hotel.
The schedule will be reviewed at the end of each year to consider increases or decreases in
frequency depending on results. An example of an Audit Schedule is shown on page 13.

2.2

Audit Planning

2.2.1

Auditor(s) will be briefed by the Assistant Manager, when required, prior to the audit.

2.2.2 Where audits are to be carried out against this procedure, the following documents will be
handed to the auditor(s). Forms are normally doubled sided
Audit Report forms
Corrective Action Request (CAR) forms
Previous Audit Reports

(Example on pages 8 & 9)


(Example on pages 10 & 11)

Uncontrolled copies of the relevant procedures or SOPs held by the Department / Individual
will be used as check lists during the audit to check compliance, details of which will be
included in the Audit Report. The record should show the identification of the evidence
examined including documents and their revision status, location or the persons interviewed
and details of the records sampled.
Audit numbers are formatted as follows:
Department Name / QA / number of the audit (01, 02, etc...)
e.g. Quality/QA/02 identifies the second audit of the Quality Section. The numbers must be
quoted on checklists, audit reports, etc.
Corrective Action Request numbers are formatted as follows;
Audit Report number / number of the CAR, ideally in order of priority (01, 02, etc...).
e.g. Quality/QA/02/03 identifies the third CAR issued in the second audit of the Quality
Section

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2.3

Audit Activity

2.3.1 The audits will be carried out in line with the procedures developed.
The structure of the audit will be as follows:
Opening Meeting with Departmental Managers / Functional Heads or nominees to
confirm details of the audit.
Evaluation Phase to meet staff, check activities, documents, etc. against the procedures.
Report Phase to analyses the findings, agree

and categories Corrective Action

Requests (CARs) and complete the Audit Report.


Closing Meeting with Departmental Managers / Functional Heads or nominees to
present the results and agree Corrective Action (Immediate AND Root Cause together
with dates.
2.3.2 On completion of the audit, the original of the Audit Report and, if any, the associated CARs
(one for each separate group of non-conformances against a specific sub-clause of the
standard), will be forwarded to the Quality Manager for filing in the Audit Report Pending
folder (see 2.5.3).
2.4

Categorizing Non-Conformances

2.4.1 Levels of Non-Conformance


MAJOR
- The absence, breakdown or demonstrated weakness of a system element needed to
meet an agreed requirement.
MINOR
- Isolated lapses or discrepancies within an element of the implemented system.
OBSERVATION
- Findings that may require attention in order that overall system improvements may be
achieved.
2.4.2 It is important to recognize that Major Non-Conformances are genuinely serious situations,
which in a QMS will probably affect the quality of products or services.
-

Non-conformances found during an audit of the QMS should only be categorized as


Major following consultation with the Assistant Manager Brand and Service Excellence
or the Department's Head

Examples of Major Non-Conformances include consistent non-conformance with


procedures or SOPs or a number of examples of similar non-conformances which, in
isolation, might be categorized as Minor.
By CHA International for Madinah Hotel Rajhi

2.5

Corrective Action Requests (CARs)

2.5.1

These will be completed during the Closing Meeting, whenever possible based on
discussions and agreement covering both immediate action and correction of root-causes
of non-conformances.
The Date of Completion will be the date on which the root-cause action will be completed.

2.5.2 CARs MUST be completed in sufficient detail (document numbers and issues, exact details
of non-conformance, location, personnel, etc.) for subsequent audits to be able to follow up.
2.5.3 Initial CARs, together with the Audit Report, will be forwarded to the Assistant Manager
, who will file them in the Audit Report Pending folder (see 2.3.2).
2.5.4

It is the responsibility of the Assistant Manager to inform the Auditors to review the
Corrective Action on or no later than the date agreed at the original audit so that Auditors
can make arrangements to re-audit. If there are any disputes or action not agreed, the
Assistant Manager would handle the situation failing this, the General Manager will be
informed.

2.5.5 Following the review of Corrective Action, if Auditors are satisfied that all of the agreed
action has been completed, the CARs from the Audit Pending folder can be closed out and
returned to the Quality Manager who will review them and, if satisfied, will file them in the
Audit Closed folder.
If Auditors are not satisfied, the CARs will be closed out as Not corrected and a new CAR
raised which will automatically be categorised as MAJOR, and immediately brought to the
attention of the Assistant Manager.
2.5.6 Major Non-Conformances which have not been corrected within one week of the agreed
completion date MUST be reported to the General Manager by the Assistant Manager.
Similarly Minor Non-Conformances which have not been corrected within four weeks of
the agreed completion date will also be reported.
It is essential, therefore, that sensible completion dates are agreed at the Closing Meeting.
2.5.7

The Audit Report Pending folder will be reviewed weekly by the Assistant Manager to
monitor the progress of the CARs.
Completed Audit Reports and CARs in the Audit Closed folder will be retained for a
minimum of one year.

By CHA International for Madinah Hotel Rajhi

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2.6

Internal Auditors
The Quality Manager can supply a list of the names of current Auditors.

2.7

Audit De-brief
The Assistant Manager will initial each Audit Report and
CARs to ensure that they have been filled in correctly prior to the Auditors being dismissed.

By CHA International for Madinah Hotel Rajhi

AUDIT REPORT
WHEN THE AUDIT IS COMPLETED, PLEASE ATTACH ANY CORRECTIVE
ACTION REQUESTS, TO THE COMPLETED REPORT. PLEASE SEND ALL
DOCUMENTS TO THE MANAGEMENT REPRESENTATIVE.
AUDIT REPORT NUMBER:
AUDITORS NAME:
DEPARTMENT:
DATE OF AUDIT:

CONTACT:

SUMMARY OF FINDINGS
Including List of CAR(s) if applicable. Please continue on a separate sheet if necessary

By CHA International for Madinah Hotel Rajhi

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AUDIT REPORT (continued)
CORRECTIVE ACTION
WHERE CORRECTIVE ACTION REQUESTS ARE ISSUED, IT IS THE RESPONSIBILITY
OF THE MANAGEMENT REPRESENTATIVE TO ARRANGE THE REVIEW OF THE
CORRECTIVE ACTION ON OR IMMEDIATELY FOLLOWING THE DATE AGREED AT
THE TIME OF THE ORIGINAL AUDIT.

WERE ANY CORRECTIVE ACTION REQUESTS ISSUED?

YES / NO
Major
Minor
Observations

SIGNED BY AUDITOR(S):
REVIEW OF CORRECTIVE ACTION (ROOT
CLAUSE)
A CORRECTIVE ACTION REQUEST IS NOT CLOSED OUT UNTIL YOU HAVE
CONDUCTED YOUR REVIEW AND YOU ARE SATISFIED THAT ALL AGREED
ACTION HAS BEEN TAKEN AND FULL COMPLIANCE HAS BEEN
ESTABLISHED.

FOLLOWING YOUR REVIEW OF CORRECTIVE ACTION, IF YOU ARE SATISFIED THAT


ALL OF THE AGREED ACTION HAS BEEN COMPLETED, PLEASE COMPLETE
THE FORM AND SEND THE ORIGINAL TO THE MANAGEMENT
REPRESENTATIVE.
IF YOU REMAIN UNSATISFIED, PLEASE CLOSE OUT AS INCOMPLETE AND ISSUE
ANOTHER CORRECTIVE ACTION REQUEST.
FOR QUALITY (MR) USE ONLY
NO. OF CAR(s) ISSUED:
FURTHER AUDIT REQUIRED:

REVIEW DATE:
YES

SIGNED BY MANAGEMENT REP.:


DATE :

By CHA International for Madinah Hotel Rajhi

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CORRECTIVE ACTION REQUEST (CAR)
CAR REFERENCE NUMBER:
MAJOR

MINOR

OBSERVATION

DEPARTMENT
:

DATE:

STANDARD AND SUB-CLAUSE NUMBER:

ISO 9001:2008 - clause

CONTACT NAME:
AUDITORS NAME:
DETAILS OF NON-CONFORMANCE (RECOMMENDATIONS IF ANY)

By CHA International for Madinah Hotel Rajhi

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IMMEDIATE ACTION

ROOT CAUSE OF NON CONFORMANCE

CORRECTIVE ACTION

DATE OF COMPLETION:
ACTION WILL BE CARRIED OUT BY
(person, usually the contact"):
THE CORRECTIVE ACTION WILL BE REVIEWED ON (DATE):
THE AUDITOR AND THE CONTACT ARE TO AGREE THE CORRECTIVE ACTION:
SIGNED
:

AUDITOR:

CONTACT:

TO BE COMPLETED BY THE AUDITOR AT TIME OF REVIEW


DATE:

NEW CAR Ref. No. (IF APPLICABLE):

WHEN THIS SECTION HAS BEEN COMPLETED, THE AUDITOR WILL SIGN THE
ORIGINAL AND SEND TO THE MANAGEMENT REP. FOR AUTHORISATION.

By CHA International for Madinah Hotel Rajhi

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KEPT BLANK FOR FUTURE AMENDMENTS

By CHA International for Madinah Hotel Rajhi

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MADINAH HOTEL INTERNAL ISO AUDIT SCHEDULE
Year: ,

Auditor

Areas

Status