Management system guidance
8.2 Requirements for Products and Services
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8.2.3 Review of requirements for products and services
This requirement is comparable to ISO 9001:2008 Clause 7.2.1 - Determination of Requirements Related to Product and Clause 7.2.2 - Review of Requirements Related to Product. The requirement states that your organization should now include a review of the requirements arising from any relevant interested parties. You should seek and record evidence that these requirements are considered during product and service reviews. If you need a procedure and forms to help control essential customer requirements, click here.
The sub-clause mandates that your organization should not issue a quotation or accept an order until it has been reviewed to ensure requirements are defined, and that the organization has the capability to meet the defined requirements. It goes on to require that records of the review and any subsequent actions be maintained.
You should conduct a review of customer requirements before order acceptance. We suggest using a contract review checklist with following headings as a minimum:
Necessary information is available:
- Technical data;
- Specifications and standards;
Customer requirements are understood and can be met:
- For product acceptance (e.g. Quality, inspections & tests, verification & validation, and any special monitoring);
- For delivery expectations;
- For post-delivery expectations.
Related standards have been reviewed and can be met:
- International quality (e.g. ISO-9001:2015);
- Other necessary and applicable standards.
Unclear or ambiguous requirements are resolved;
Feasibility has been determined:
- We have the capability to meet order requirements;
- We have the equipment;
- We have the floor space;
- We have adequate resources;
- We have skilled personnel.
Differences between the contract and quote are resolved;
Methods of communicating with the customer are defined related to:
- Product information;
- Concerns and complaints handling.
Requirements that are not stated by the customer are defined.
If the customer does not provide their requirements in writing, the requirements must still be confirmed before they are accepted. A note is included that covers situations such as internet sales where a formal review of each order is impractical, stating, instead, that the review could cover the product information provided in catalogues and advertising material.
Define your organization’s arrangements for the retention of documented information to capture the results of the review including any new requirements or changes e.g. record of contract review, including for example customer, reference, date, persons, resources, conventional/special requirements, risks outcome and changes.
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