Use this audit program sample to evaluate the effectiveness and compliance of your organization’s customer service and support (CS&S) renewal processes. This tool outlines key audit objectives, including the assessment of adherence to local policies and procedures, the evaluation of operational effectiveness, and the identification of internal control improvements. It provides a structured approach, detailing project steps such as initial interviews with management to understand organizational challenges, revenue recognition policies, and the overall operational structure of the CS&S team.

It emphasizes the importance of proper segregation of duties and compliance with corporate guidelines. Additionally, the program encourages engaging with key personnel to gather insights on the renewal process, commission structures and payment terms. By following this work program, you can systematically gather evidence, formulate recommendations, and contribute to enhancing the overall performance and compliance of the customer service function within the organization, ultimately leading to improved business controls and operational efficiency.

According to this sample, the district manager should be interviewed at the beginning of field work to discuss the following:

• Overall objectives of the work
• Procedures to be performed
• Estimated timing and duration of procedures
• Organization structure and key management personnel