Abstract

This article describes the rationale and methodology of a consumer affairs audit, illustrated with the audit results of several firms. Given the high commitment of most organizations to be socially responsive, auditing the consumer affairs system seems almost inevitable. Many firms' leaders have stated their commitment to consumer affairs in establishing major programs and a specialized organization. After a few years of operating these systems, the next logical step is to begin evaluating the commitment in practice. As a new idea and practice, consumer affairs audit faces hurdles on the road to its acceptance by business. One of these is the problem of resistance within the corporation. Undoubtedly the process of auditing a corporate affairs group will get as much resistance as did instituting a consumer affairs group initially. A second hurdle concerns the make or buy decision-should the firm conduct its own audit or bring in an outside auditor? The firm wishing to conduct an audit will find advantages and disadvantages to both. There is little dispute that corporate social responsibility has become a permanent part of the way corporations must do business and most corporations have become conscious of their vulnerability to the forces of regulation and public opinion.