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 7.2.2 - Review of Requirements Related to the Product. You should seek and record evidence that your organization reviews its ability to meet requirements before it commits to supply a product or service to a customer. The review should cover the customer’s stated requirements (including delivery and post-delivery), requirements the customer has not stated but which are needed for the intended use, your own requirements, applicable statutory and regulatory requirements, and any order or contract terms that differ from what was quoted. 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 documented information to be available as evidence of the review results and of any new or changed requirements.
ISO 9001:2026: the review requirements are unchanged in substance. The only wording change is that documented information on the review results and on new or changed requirements must be ‘available as evidence’, where the 2015 edition said ‘retain’.
You should conduct a review of customer requirements before order acceptance. We suggest using a contract review checklist with the following headings as a minimum:
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Necessary information is available:
- Technical data;
- Specifications and standards;
- Drawings.
-
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:
- Statutory;
- Regulatory;
- International quality (e.g. ISO 9001:2026);
- 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.
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Differences between the contract and quote are resolved;
-
Methods of communicating with the customer are defined related to:
- Product information;
- Enquiries;
- Feedback;
- 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 can instead cover relevant product or service information, such as your website or catalogues.
Define your organization’s arrangements for keeping documented information available as evidence of the results of the review, including any new or changed requirements 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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