4.1 a) requires the organization to "Determine the processes needed for the quality management system...". In a recent third party audit I was faced with an auditor who insisted that 4.1 a) meant that my quality policy manual must have a process flow chart similar to the one in the introduction (Section 0.2). Without such a flowchart with my processes identified and cross-referenced to ISO clauses, there was no evidence that we had identified processes. We ended up having a minor non-conformance for this, and she considered if it should be a major non-conformance. Explanations that the quality policy manual listed the processes that are the basis for the QMS fell on deaf ears. My organization has had ISO9001 registration for 20 years, and has never been asked for such a chart. Has anyone else had a similar experience?