Product and service provision

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ISO 9001:2008: Customer property 7.5.4

If there are any products, materials, or tools on the organization's premises that are owned by a customer, all employees must exercise care with this property. This means they must ensure that the product is not lost or damaged.

If it is lost or damaged, this needs to be recorded and the customer needs to be notified. Establish and implement a process to manage property supplied by customers:

  1. Establish the identity and status of customer supplied product
  2. Maintaining records

The auditor will expect to see that the organization has clearly identified any and all customer property. The auditor will verify that the organization has established a process to protect customer property.

Further a process must be established for contacting the customer when these items are lost, damaged or otherwise found unsuitable for the process.