Audit / auditor planning

I am constantly amazed at the lack of customer service exhibited by certification service providers.  In particular, the forward planning of audits and auditors.

Most certification audits, once you have certification, are either 6, 9, 12 months in frequency.  These might appear ‘long between drinks’ but it shouldn’t stop proactive planning of the next audit, before the conclusion of the current audit.  It surely must help with forward planning.  Doesn’t it?  It most certainly gives you focus on when certain actions need to be done by.  And if you are diligent with your project / program planning, it will at least give you the ability to change, long before they fall due, especially if your current provider has penalty clauses for late changes.

Most providers won’t let their auditors plan their next audit with their client.  Probably because it locks people in to a commitment.  Heaven forbid!  It also means, that if there is a change in date closer to the audit, by lack of forward thinking clients, they might not be able to bill anyone for that day.  Ouch.  Perhaps the time could be used for training, or reporting or even leave?  And when the change is driven by the provider because a more important client, more billable client starts squeaking the wheel, well the original client gets the short straw with a date and or auditor change.  Not good.

The inflexibility creates distrust and dissatisfaction with any penalties just plain aggravating the situation.  I understand the need for providers to manage their personnel and their loadings, but at the expense of customer focus, just makes clients unhappy and far more ready to change dates and stuff things up rather than keeping to commitments or to a true client / supplier relationship.