7.2 Customer Related Processes - Everything we do is Outsourced

C

CHPegasus

#1
Hello!

I'm in the beginning phases of my ISO 9001 project. I'm finishing up my application paperwork for my registrar and trying to determine if we want to exclude any parts of Section 7.

We are a service provider (freight and logistics). We have no assets, everything we do is outsourced. There are many pieces of section 7 that we will modify for "service". However, I'm looking at 7.2 - Customer Related Processes specifically.

We have standard work instructions that we follow every day. Many of our clients have work instructions that are used for the exceptions to our standard processes. If I include 7.2, do I have to have a work instruction for EVERY client (hundreds!!) or is it acceptable for us to only have work instructions for those clients with "exceptions" to our standard processes?

If I do it this way - would I need some sort of master list showing which client needs what - or would it be ok if we state that all clients with exceptions have separate instructions?

I really wish the standard was written more for "service" industries - it would be easier if we didn't have to decipher everything from product to service :)

Thank you!!
 
Elsmar Forum Sponsor
#2
Re: 7.2 Customer Related Processes

:) .. You do not need a documented procedure at all for 7.2
So as long as you can perform all the customer related stuff and demonstrate that you are effective in meeting requirements of customer and changes from customer, you are good.
You can use what ever procedure that you have so far to your best convenience.
 

Kales Veggie

People: The Vital Few
#3
Re: 7.2 Customer Related Processes

Hello!

I'm in the beginning phases of my ISO 9001 project. I'm finishing up my application paperwork for my registrar and trying to determine if we want to exclude any parts of Section 7.

We are a service provider (freight and logistics). We have no assets, everything we do is outsourced. There are many pieces of section 7 that we will modify for "service". However, I'm looking at 7.2 - Customer Related Processes specifically.

We have standard work instructions that we follow every day. Many of our clients have work instructions that are used for the exceptions to our standard processes. If I include 7.2, do I have to have a work instruction for EVERY client (hundreds!!) or is it acceptable for us to only have work instructions for those clients with "exceptions" to our standard processes?

If I do it this way - would I need some sort of master list showing which client needs what - or would it be ok if we state that all clients with exceptions have separate instructions?

I really wish the standard was written more for "service" industries - it would be easier if we didn't have to decipher everything from product to service :)

Thank you!!
Why do you need work instructions for 7.2 in the 1st place?

I think you should focus on the outsourced process and establish what kind of control is needed. (see 4.1 and 7.4.1/2)
 
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