Mystery Audit: the audit that listens to experience

In this first episode we open the series by explaining why it is important to observe the quality of a service at the exact moment it is provided and how the revisions of the ISO 9001 and ISO 19011 standards are connected to the Mystery Audit .

With the voice of Susanna Gonnella , CEO of MyNoiLab, President of the Mystery Auditing Italia Association and pioneer of Mystery Auditing in Italy , we discover why this methodology complements and enriches the traditional approach to audits: it adds a lively look at what really happens in the field, at the moment the experience takes place.

💡 What are we talking about?

• The value of bringing the perspective of those who experience the service into management systems: customers, users, citizens.

• How Mystery Audits add different data and evidence , often invisible to document audits.

• How this tool identifies gaps between procedures and reality , supporting a proactive approach to quality.

• Of concrete cases, such as the mystery solution experimented by a public organization to simplify processes and make the counter service more effective.

This episode will make you reflect on the value of real-world experience and how to integrate it into your quality management systems, alongside your ISO 9001 review.

Find out more at www.MysteryCoaching.com and book a call with MyNoiLab to take a look inside the experience, where numbers don't reach.

The contents presented here are taken from the interview conducted by UNI – Italian Standards Body , within OBIETTIVO 9001 , the platform created to accompany the revision of ISO 9001 , ISO 9000 and ISO 19011. This platform – ⁠ https://www.uni.com/lp_obiettivo-9001/⁠ – offers exclusive and reserved content to all those who wish to prepare in advance for a major turning point for quality management systems.