G
glenn0004
At our last external audit we received a NC under 7.2.2 -
Our process allow the details of a service contract to be entered on our system based on a copy of the service agreement which has been signed by the customer but is awaiting a company directors signature (us). The service contract supports a device that has been sold to the customer... at the point the device order is alreay being processed. Standard documentation is always used and all devices and costs are clearly defined via a proposal to the customer prior to any order. Our external auditor took the view that until the service agreement is signed by the company we have not met the requirements of 7.2.2 even though standard documentation is used and all details have been previously expressed. Obtaining a directors signature before processing the agreement will increase the time taken to deliver the device and thus affect customer satisfaction...your thoughts
Our process allow the details of a service contract to be entered on our system based on a copy of the service agreement which has been signed by the customer but is awaiting a company directors signature (us). The service contract supports a device that has been sold to the customer... at the point the device order is alreay being processed. Standard documentation is always used and all devices and costs are clearly defined via a proposal to the customer prior to any order. Our external auditor took the view that until the service agreement is signed by the company we have not met the requirements of 7.2.2 even though standard documentation is used and all details have been previously expressed. Obtaining a directors signature before processing the agreement will increase the time taken to deliver the device and thus affect customer satisfaction...your thoughts