1. Back to Basics: Auditor Performance
PRI Registrar
Auditor Training (Pittsburgh)
April 23, 2018

2. Introduction
Over the past year, PRI Registrar has seen an uptick in customer complaints regarding auditor performance or behavior.
Overall, auditors still receive some of the best scores on our customer satisfaction survey: 4.80, on average.
However, we have seen a noticeable increase in complaints or low survey scores.
As a way of addressing customer satisfaction and ensuring consistency amongst our auditors, we will review expectations of auditor behavior.
New Updated Auditor Guidelines will be published soon; they are currently undergoing an extensive revision, and are still in draft.
Revised guidelines will be posted in the RMS Help Tab.

3. Goals

4. Goals Our goals: Not our goal:
Clarify PRI Registrar’s expectations for the auditors representing us to the customers
Review the basics to make sure all auditors are on the same page
Ensure awareness of possible behaviors/performance impacts
Most recent incidents were committed with no intention to harm or offend
Not our goal:
To insult or punish auditors who are already acting appropriately

5. Goals
We strongly believe that the majority of auditors are behaving in a way that we can be proud of.
However, complaints have been received for a variety of auditors, and often long after the audit was over, as the client didn’t want to rock the boat by reporting the behavior at the time.
We must move forward assuming that a general refresher would be appropriate for all.
As we go through this presentation, if you are already doing what we are asking, give yourself a pat on the back.

6. Before the Audit

7. Before the Audit Call the client
As you plan the audit, you should always call the client to discuss topics including but not limited to:
Introducing yourself
Asking about the dress code (business casual, casual, etc.)
Asking for recommendations on accommodations
Confirming shifts, PPE
Other logistics

8. Before the Audit Audit Plan
The plan is to be sent directly to the organization representative at least 30 days in advance of the audit.
If the audit is scheduled with less than 30 days of lead time, the audit plan must still be sent prior to the audit, as early as possible.
The audit plan is to be sent on the RF-12.

9. During the Audit

10. During the Audit Dress professionally
While different facilities will require different types of clothing, you should always attempt to look as professional as possible.
Conform to the client’s dress code, and ensure that even for casual organizations that clothing is clean and in good repair.
“In good repair,” meaning no ripped or torn jeans. Even if they’re supposed to look that way.
Avoid ball caps, shorts, sneakers and other excessively casual attire.

11. During the Audit Keep conversation to safe topics
Remember that times are changing, and you don’t know who might be offended by something you say, even innocently.
Treat everyone at the client facility as if they are a future nun or monk.
True story. You can’t make this stuff up.
Be particularly aware of what you’re saying when talking about: race, gender, sexual orientation, health status, or personal situations/finances.
You can still have casual conversation with the clients, but you need to be careful.
Use good Judgement

12. After the Audit

13. Reports are due within 5 days after the audit end date.
If there are extenuating circumstances that would prevent the report from being submitted, contact the client manager.
We have had to put auditors on “hold pay” due to an extended pattern of late documentation.
“Hold pay” means that you will receive compensation for expenses but not your audit day fee until audit documentation is submitted.

14. After the Audit
Auditor responses to NCRs are generally due within 10 days of the client’s response submission.
Be mindful of other deadlines; you might not get the full 10 days.
Expense reports are due for submission within 7 days of the end of the audit.
Receipts must be submitted for all meals.
We expect itemized restaurant receipts in the event they are challenged by the client.

15. Conclusion
Presentation mostly for awareness purposes.
Keep in contact with clients, and make a positive, professional impression in all of your interactions.
We are a service company in a very competitive business environment and must deliver a great and differential service in order to succeed!