Section 7.2 Customer-Related Processes

Section 7.2 Customer-related processes

The organisation shall establish procedures for the:

 Identification of customer requirements;

 Review of product requirements;

 Customer communication.

Proof The identification, review and interaction with customers and customer requirements.

Likely documentation  Quality Manual;

 Quality Plans.

Before entering into a contract situation, an organisation needs to find out exactly what the customer wants in terms of product specification, availability, delivery, support, etc. It also needs to confirm that it has sufficient resources to complete the contract and is capable of satisfying the customer’s requirements, in full.

5.7.2.1 Section 7.2.1 Determination of Requirements Related to the Product

Section 7.2.1 Determination of requirements related to the product

The organisation shall determine:

 Product requirements specified by the customer;

 Product requirements not specified by the customer;

 Regulatory and legal product requirements.

Proof How an organisation determines and implements customer, product and regulatory requirements.

Likely documentation  Formal contracts;

 Contract review specifications and procedures;

 Regulatory and legal product requirements.

On receipt of an order and/or contract, the organisation should thoroughly review it to ensure that:

 Customer requirements are fully understood and documented;

 The organisation has the ability to meet the customer’s requirements;

 Any differences between a quotation and the order are identified and resolved.

The customer’s requirements can include many elements (e.g. product, options, delivery method, terms of contract, method of payment) and the organisation’s ability to meet these requirements will rely on:

 People and their skills, experience and motivation;

 Production tools and equipment;

 Raw materials;

 Stock availability;

 Information, drawings and instructions.

Once the organisation has successfully proved to the customer that their QMS is acceptable (see preceding paragraphs), the next step is to commence contract negotiations.

5.7.2.2 Section 7.2.2 Review of Requirements Related to the Product

Section 7.2.2

Review of requirements related to the product

Prior to submission of a tender or acceptance of a contract, the organisation shall ensure that:

 Product requirements have been defined;

 Contract requirements have been fully established;

 All requirements differing from those previously expressed are resolved;

 The organisation has the ability to meet defined requirements.

Proof How an organisation reviews product and customer requirements to check that they can actually do the job.

Likely documentation  Contract review procedures;

 Project plans showing lines of communication with the customer.

Most organisations will offer their standard products in a catalogue for the customer to make a selection from. These products will be identified against a design specification and will normally be accompanied by a picture and/or technical description. Most organisations will also usually be willing to provide system-specific products to suit individual customer requirements. These specialist service requirements will differ from one customer to another (and

from one contract to another) and will, therefore, possibly need to be covered by an individual tender, quotation and/or contract.

Note: In some situations, such as Internet sales, a formal review is impractical for each order. Instead, the review can cover relevant product information such as catalogues or advertising material.

5.7.2.2.1 The Contract Document

The contract will specify which part of ISO 9001:2008 is to be used, what portions can be deleted and what additional conditions have to be inserted. The contract will also specify the use of Quality Plans, quality programs, quality audit plans and other relevant technical specifications.

Once the customer has accepted a proposal, or an order is placed, it should be recorded and reviewed in order to establish that the requirements of the order are adequately defined and documented. Any differences from the proposal should be resolved and the organisation should have established that they are fully capable of meeting and satisfying the customer’s requirements. Most of the larger organisations will rely on some form of computerised order pro-cessing system to ensure rapid fulfilment of customer orders. Whilst this is a preferred method, it is not an essential ISO 9001:2008 requirement.

5.7.2.2.2 Contract Signature

Before signature, both parties must thoroughly review the contract and be absolutely sure that:

 The QMS requirements are fully understood;

 All the requirements, clauses and provisions are complete, unambiguous and mutually acceptable (considering the economics and risks in their respective situations);

 The requirements are adequately documented and defined;

 The organisation is able to meet all contractual requirements.

Where product requirements are changed, the organisation shall ensure that the relevant documentation is amended and that the relevant personnel are made aware of the changed requirements. Where the customer provides no docu-mented statement of requirement, the customer requirements must be confirmed before acceptance.

Any requirement differing from those in the original enquiry or tender should be resolved at this stage and it must be confirmed that all contractual requirements can be met.

5.7.2.2.3 Servicing

Most service practices will vary widely between suppliers, distributors and users. If servicing is to be provided, or is required as part of the contract, then

the supplier must establish procedures for controlling and authenticating the quality of the service performed and ensure that they meet the required standards.

5.7.2.3 Section 7.2.3 Customer Communication

Section 7.2.3 Customer communication

The organisation shall have procedures available to:

 Provide customers with product information;

 Handle customer enquiries, contracts or orders including amendments;

 Cover customer feedback and/or customer complaints.

Proof How an organisation communicates (i.e. liaises) with their customers, keeps them informed (of product progress) and handles their enquiries and complaints.

Likely documentation  Contract review procedures;

 Project plans showing lines of communication with the customer.

The need to maintain open lines of communication with the customer cannot be over-emphasised and procedures should be put in place to ensure that the customer is kept fully up-to-date with the progress of their product/contract and that all customer comments and complaints are dealt with in a speedy and effective manner.