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7.2 Customer-related Processes
7.2.1 Determination of Requirements Related to the Product
You must determine the requirements related to the product:
a)Specified by your customer (including delivery and post-delivery activities)
b)Not stated by your customer (but needed for specified or intended use, where known)
c)Statutory and regulatory requirements related to the product
d)Any additional requirements determined by your organization
7.2.2 Review of Requirements related to the Product
You must conduct a review of requirements related to the product before committing to supply product to the customer (e.g. submission of tenders; acceptance of contracts or orders; acceptance of changes to contracts or orders) and to ensure that:
a)requirements relating to the product are defined
b)contracts or order requirements differing from those previously expressed are resolved
c)your organization has the ability to meet defined requirements
ÞYou must maintain records of this review of requirements and actions arising from this review
ÞYou must confirm customer requirements before acceptance, where the customer provides no documented statement of requirement.
ÞYou must ensure that relevant documents are changed and relevant personnel are informed of the changes, when product requirements are changed.
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.
7.2.3 Customer Communication
You must determine and implement effective arrangements for communicating with customers on:
a)Product information
b)Enquiries, contracts, or order handling (including amendments)
c)Customer feedback (including complaints)
Key Explanation Points and Tips:
ÞCustomer related processes must include controls for determining customer and regulatory requirements; a review of such requirements; and communication with the customer.
ÞCustomer requirements extend beyond product specifications and may include - on-time delivery; packaging; labeling, mode of delivery, documentation, communications, QMS requirements, after sales servicing, etc. Many of these requirements may also come from regulatory, industry or from within your own organization.
ÞDepending on the product or service, you must determine if any industry or regulatory requirement is applicable on product characteristics or process parameters that affect the product’s safety or compliance with regulatory requirements. You must consider all laws and regulatory requirements that may affect your product, materials, labor, production processes, your facility and work environment, etc.
