Re: request for clarification on clause 7.2.2
For clarification:
Customer-related processes
(Please refer to Clause 7.2 of ISO9001:2008)
There are following clauses under this clause:
7.2.1 – Determination of requirements related to the product
7.2.2 – Review of requirements related to the product
7.2.3 – Customer communication
Determination of requirements related to the product
(Please refer to Clause 7.2.1 of ISO9001:2008)
The organization must determine:
customer requirements,
requirements for delivery and post-delivery activities,
requirements, necessary for specified or intended use of the product, although not stated by the customer,
applicable legal (statutory and regulatory) requirements related to the product,
any other requirements, that are considered necessary by the organization.
Note at the end of this clause clarifies the term post-delivery activities. Actions under warranty provisions, contractual obligations (such as maintenance services) and supplementary services (such as recycling, final disposal) are part of post delivery activities.
If we compare ISO 9001:2000 (old version) and ISO9001:2008 (new version), we find that requirement has been slightly re-worded. The word ‘related’ has been changed to ‘applicable’. The wordings of clause 7.2.1 (d) that ‘any additional requirements determined by the organization’ (in ISO 9001:2000 Standard) have been changed to ‘any additional requirements considered necessary by the organization’ (in ISO9001:2008). Accordingly, now the organization must determine any additional requirements considered necessary by the organization.
A note has been added at the end of sub clause 7.2.1 in ISO9001:2008 clarifying the post delivery activities to include actions under warranty provisions, contractual obligations (such as maintenance services) and supplementary services (such as recycling and final disposal). Old version did not clarify what post delivery meant; now the new version has clarified the same.
Review of requirements related to the product
(Please refer to Clause 7.2.2 of ISO9001:2008)
The organization must review, the requirements related to the product, prior to the organization’s commitment to supply a product to the customer. Accordingly, the organization must review the requirements related to the product before submission of tenders, acceptance of contracts, acceptance of orders, acceptance of changes to the contracts, or acceptance of changes to orders.
The organization must also ensure the following:
to define product requirements,
to resolve contract or order requirements differing from those previously expressed,
the organization has the ability to meet requirements that are defined.
The organization must maintain following records:
results of the review, and
actions arising from the review.
Sometimes customer provides its requirements verbally (not written requirements), in such situation, the organization must confirm such customer requirements before acceptance to supply the product to the customer.
There may be instances when product requirements are changed, in such situation, the organization must ensure that relevant documents are amended and information about the changed requirements is made aware to relevant personnel.
A note at the end of the clause provides clarification that a formal review of requirements is impractical for organization and customer in some situations, as in the case of internet sales. In such cases, the review of requirements can cover relevant product information, such as catalogues and adverting material.
If we compare ISO 9001:2000 (old version) and ISO9001:2008 (new version) there is no change in the requirements of clause 7.2.2.