Management system guidance

8.5 Product and service provision

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8.5.3 Customer property

This requirement is comparable to the requirements from ISO 9001:2008 Clause 7.5.4 – Customer Property but it has now been expanded to cover property belonging to external providers that your organization intends to incorporate into its own products and services. You should seek and record evidence that your organization has extended their treatment of customer property to include that of external providers.

Check that your organization communicates with its customers in regard to the handling and treatment of their property. You should also check that contingency plans and, where relevant, actions are undertaken when non-conformities occur with customer property. Good sources of information often include the following examples:

  1. Goods returned by the customer;
  2. Warranty claims;
  3. Revised invoices;
  4. Credit notes;
  5. Articles in the media;
  6. Consumer websites;
  7. Direct observation of, or communication with, the customer.

If there are any products, materials, or tools on your 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 customer property 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.

More information on PDCA

Planning

   
4.1 Understanding Context 4.2 Interested Parties 4.3 Determining Scope
4.4 Management System Processes  
5.1 Leadership and Commitment 5.2 Policies 5.3 Roles, Responsibility and Authority
6.1 Address Risk and Opportunity 6.2 System Objectives and Planning 6.3 Planning for Change

Doing

   
7.1 Resources 7.2 Competence 7.3 Awareness
7.4 Communication 7.5 Documented Information
8.1 Operational Planning and Control 8.2 Requirements for Products and Services 8.3 Design & Development
8.4 Externally Provided Products and Services 8.5 Product and Service Provision 8.6 Release of Products and Services
8.7 Non-conforming Outputs 8.8 Emergency Preparedness 8.9 Accident and Incident Investigation

Checking

   
9.1 Monitor, Measure, Analyse and Evaluate 9.2 Internal Audit 9.3 Management Review

Acting

   
10.1 Improvement - General 10.2 Non-Conformity and Corrective Action 10.3 Continual Improvement
 

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