Records of Customer Order Review and Release of Product

[blue moon]

clause 7.2.2 the standard say
"Record of the results of the review and action arising from the review shall be maintained"

Now for small showroom sell cold meat, they receive customer order verbal or by telephone and reviewed the order by repeating it again to customer and then the cashier man enter the quantity and price and he make the reset "invoice"

There are no record for receiving customer order and what its time? What its quantity? because the recieving of order the review conducted verbally.

Is this OK or not ? Is this clause mean that i must have a record for review customer order to offer evidence ?


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Clause 8.2.4 Monitoring and measurement of product standard say

Records shall indicate the person authorizing release of product for delivery to the customer.

how we cover this cluase, can we consider the recieving and inspection of material " meat" as record that indicate person authorizing release of product


thanks

[somashekar]

In Reply to Parent Post by tech4arab

clause 7.2.2 the standard say
"Record of the results of the review and action arising from the review shall be maintained"

Now for small showroom sell cold meat, they receive customer order verbal or by telephone and reviewed the order by repeating it again to customer and then the cashier man enter the quantity and price and he make the reset "invoice"

There are no record for receiving customer order and what its time? What its quantity? because the recieving of order the review conducted verbally.

Is this OK or not ? Is this clause mean that i must have a record for review customer order to offer evidence ?


==============================================
Clause 8.2.4 Monitoring and measurement of product standard say

Records shall indicate the person authorizing release of product for delivery to the customer.

how we cover this cluase, can we consider the recieving and inspection of material " meat" as record that indicate person authorizing release of product


thanks

Hii Tech4arab ...
Records can be in any form, so if you can have a voice recording of your verbal order conversation, it must be good for you.
The person who is responsible to pick the meat and pack, can signoff on the invoice at the designated place. I am sure he will be capable of reading the invoice and pick and pack the right meat and the right quantity per the invoice. You can prior authorize one or few personnel who are competent to do this task. This is a very important position for the customer to get his requirement and the clause intends to stress this by way of person authorizing release, where a proper training is very important.
A very good question again from you Tech ....

[blue moon]

thanks for you

but if the voice recorded is very difcult , what i can do ?

[somashekar]

In Reply to Parent Post by tech4arab

thanks for you

but if the voice recorded is very difcult , what i can do ?

Then I would advise you to go into the resources clause and identify this as a resource necessary to meet your requirement, and provide the same.
In these days of modern communications, instant customer service plays a key role and to error proof your customer related processes and customer communications, perhaps you must also address such resources, as you are going ahead to align with the ISO 9001 quality management systems.

[JaneB]

tech4arab,
You can decide what the record consists of, taking into account what's practical and reasonable for your company.
eg, I assume currently that your sales people take the order and then either enter it into a computer system, or perhaps write it on an order form? Either of these can be the record of having reviewed the order - ie, the order-taker reviews the record mentally, rather than just saying OK, and writing down any old thing. (eg, I imagine if they got an order that seemed either much bigger/smaller/different to what is 'usual', they'd certainly double-check their understanding before entering/writing it down. That's why they are repating it back to the customer, and that's the review).

You don't have to create something extra, such as having telephone conversations recorded!!!

[somashekar]

In Reply to Parent Post by JaneB

tech4arab,
You can decide what the record consists of, taking into account what's practical and reasonable for your company.
eg, I assume currently that your sales people take the order and then either enter it into a computer system, or perhaps write it on an order form? Either of these can be the record of having reviewed the order - ie, the order-taker reviews the record mentally, rather than just saying OK, and writing down any old thing. (eg, I imagine if they got an order that seemed either much bigger/smaller/different to what is 'usual', they'd certainly double-check their understanding before entering/writing it down. That's why they are repating it back to the customer, and that's the review).

You don't have to create something extra, such as having telephone conversations recorded!!!

Yes, This way perhaps can make a record of customer order review, and has been ongoing with the company..
7.2.2 of the ISO 9001 says ... " Where the customer provides no documented statement of requirement, the customer requirements shall be confirmed by the organization before acceptance"
Since in this case all customers orders have no documented statement of requirement, there is a sense of loop not closed securly by internal records generated by the organization. In a situation of conflict such a record may perhaps not support the cause. The intention was to enhance Customer focus with clause 5.2 in mind, with the voice recording system, which are very common and not very expensive.
Thanks for your alternate suggestions Jane...

[harry]

Basically, this is a retail (buy & sell) business where the retailer obtains his supply of animal carcass from his suppliers for storage, divided into the various cuts for subsequent sale to the consumers.

If you are talking about contract review, it has to be between the retailer and his suppliers from which he purchased the meat.

With regards to the 'sell' part to the consumers, the product (meat) is on display. For a fixed price environment, the consumer walks in, look at the quality of meat and the offer price and make his decision whether he wants to buy. If he decides to do so, he goes to pay at the counter and the deal is completed (offer and acceptance). In a non-fixed price environment, there will be some bargaining and when the deal is struck (acceptance of offer), the transaction is completed. The record of transaction (cash register record) is indication of conclusion of the transaction.

Also bear in mind that you are not dealing with a manufactured product and some variation (like more/less lean meat) is the reality and hence acceptable. The retailer would have to take care of it during his contract review and subsequent pricing of his product.

[JaneB]

In Reply to Parent Post by tech4arab

Now for small showroom sell cold meat, they receive customer order verbal or by telephone and reviewed the order by repeating it again to customer and then the cashier man enter the quantity and price ...

In Reply to Parent Post by harry

If you are talking about contract review, it has to be between the retailer and his suppliers from which he purchased the meat.

Huh? I'm confused by what you're saying here, given what the original poster said. (And let's avoid the term 'contract review' perhaps, especially given it's no longer in the Standard?) I disagree - the meat seller must ensure they review their customers's orders. It's up to the supplier of the meat to make HIS arrangements for review of orders/contracts from HIS customers.

That is, I don't see what tech4arab said as relating to the supplier when he's buying his meat, but instead looking at the meat-selling-business when taking orders from customers (the cashier man (ie, person in small showroom).

The most fundamental point about reviewing customer requirements ('contract review' if you must) is to be sure they're clear and you can fulfill them before agreeing to the contract. They do this by repeating it back to the customer (to be clear) and presumably via training/process etc and dealing with regular meat products. For example, I imagine they're not taking orders for emu meat unless they know they can get it, and/or that if someone requested it, they'd first check with the boss/higher up to see if they could. Pretty straight-forward business - pretty straight forward review - and current practice of recording the orders (I assume this happens!) = the record of both order and its review before acceptance.