ISO 9001:2015 Clause 8.2.1 e) - Requirements for Contingency Actions

[Susan atSLAMResource]

Wondering if anyone can provide an example of :
ISO 9001:2015 8.2.1 e)
Communication with customers shall include
e) establishing specific requirements for contingency actions, where relevant

What does this mean? - when would you establish specific requirements for contingency actions with customers ?

I'm in the process of modifying our current manual to comply with the ISO 9001: 2015 requirements and trying to make sure that everything is covered.

Thank you very much !
Susan at SLAM Resource

 

[Sidney Vianna]

Re: ISO 9001: 2015, 8.2.1 e)

What does this mean? - when would you establish specific requirements for contingency actions with customers ?

One example would be if/when you need to effect a product recall.

 

[BoardGuy]

Re: ISO 9001: 2015, 8.2.1 e)

This is one of those new requirements that is not very well defined. In Aero/Defense one could look at this requirement as being a contingency plan which is typically defined as a course of action designed to help an organization respond to a significant future event or situation that may or may not happen.

Some elements of the plan would be driven by your customers but here is a short list that comes to mind:

- Loss of quality management system certification
- Recovery from fire or earthquake
- Labor unrest/strike
- National recall of product per regulatory requirements

 

[howste]

Re: ISO 9001: 2015, 8.2.1 e)

The automotive TS 16949 standard has had contingency plan requirements for years. The focus there tends to be on ensuring the customer's supply is protected. You could probably learn some things by searching the forums for discussions on contingency planning.

 

[Mike S.]

If this requirement refers in part to response to/recovery from an adverse event like a fire, earthquake, flood, etc. what does "where relevant" mean?

Perhaps if your product or service is selling fast-food hamburgers or washing cars, there is no need to discuss contingency actions with your customers, but if you sell tires to Ford or MRO services to Southwest, it is relevant?

Am I seeing this right?

 

[RoxaneB]

Perhaps if your product or service is selling fast-food hamburgers or washing cars, there is no need to discuss contingency actions with your customers, but if you sell tires to Ford or MRO services to Southwest, it is relevant?

I wouldn't discuss contingency plans with a customer, but they may still be required. If you sell hamburgers at a fast-food restaurant, what are the protocols to reach out to the community if you find out you've served a batch of contaminated products? You wouldn't say "Your total comes to $15.95 and by the way, in case you feel ill after eating your meal..."

 

[Susan atSLAMResource]

Re: ISO 9001: 2015, 8.2.1 e)

One example would be if/when you need to effect a product recall.

Yes that makes sense !
Thank you !
Susan At SLAM Resource

 

[Susan atSLAMResource]

Re: ISO 9001: 2015, 8.2.1 e)

This is one of those new requirements that is not very well defined. In Aero/Defense one could look at this requirement as being a contingency plan which is typically defined as a course of action designed to help an organization respond to a significant future event or situation that may or may not happen.

Some elements of the plan would be driven by your customers but here is a short list that comes to mind:

- Loss of quality management system certification
- Recovery from fire or earthquake
- Labor unrest/strike
- National recall of product per regulatory requirements

To : BoardGuy - thank you for saying that it isn't well explained.... and your list is great !
To: howste - Thank you for the suggestion - I will look up contingency planning.

Thank you to everyone for your ideas !
Susan