How should you answer an auditor?

I am sure auditors are the most unwelcome visitors everywhere, the management thinks the whole reason for them to conduct audits is just to find problems, and employees has a hard time to keep up with the backlog and incomplete documents/records. But there shouldn't be a problem if all procedures is in place and updated. The most important part is the QMR or Quality Management Representatives. They are not the people who should do all the nitty-gritty stuffs, but they are the ones who should lead the internal audit team, have a run through with the management staffs on the quality plan and improvement activities. The critical part will be she/he should know how to deal with and auditors.
I have deal with many auditors before, lady and men alike, they are great people if you both understand what they need. Here are few tips on how to do just that:

1. Make sure you let the process owners are available to answer the technical questions, don't try to answer if you have limited understand on that field.
2. Make sure all records are easily available.(The critical processes records such as critical records, Management reviews, Internal Quality audit, Control of document, production/service control)
3. Be honest. If the records are not available, just let the audit know about it, the auditors are human and they would accept if the records is used as reference in another factory, customer site and etc, they will appreciate it more rather than having to keep them waiting for non-existing records.
   
4. Normally auditors can use another records to verify the process. SO if you don't have exact record they need, you can suggest another method you use for the process. Some company they don't use bulky training records instead they use matrix charts or training lists.
5. Share information with you auditors, ask for advices on how to improve the quality process which applicable to your sites, it is not a sign of weakness, rather it is merely discussion between professionals who strive for continual quality. This way the auditors will be more lenient, in a way, you show that the company is keen to embrace change and improve the process for customer satisfaction.

Just remember, try to put yourself in their shoes. If you are a good Internal auditor in your company, you would be a good auditee for the external audit. SO it is advisable to send the company's process for an internal quality training course, or better yet, appoint them as the internal auditor.