We currently exclude 7.3 from our IMS. We are a sales and service organisation and do not manufacture. However we are increasingly using the word "design" within the context of our business. i.e. Service Design (aligned to ITIL) or the Design of a Solution based upon the install and configuration of off-the-shelf products. Is 7.3 relevant to this type of design?
glenn,
From what you say your sales process includes design using a well-established approach per
ITIL.
You are designing your products when you are translating the needs of your customers into solutions (product specifications) that will satisfy the customer's performance specification.
Design is commonly part of the sales process where the customer is describing their problem and perhaps the required performance instead of specifying the components you are to supply. It is not clear if you are selling your design services or using your design services to obtain sales.
Some customers already have a performance spec but many need your sales person to develop a performance spec with the prospective customer (known as briefing). Briefing is the beginning of your design process and is critical to its success.
The brief or performance specification includes contraints and these are input to result in a system of components that will fulfill the performance spec within the constraint. This is the main creative part of your design.
Your sales process includes the customer in reviewing the emerging design solution and recording the changes to the specification for your services (large or unusual projects) or straight to the specifications for your products (small or usual projects).
Note that large or unusual projects may require design and agreement of your service before designing your solutions.
Before quoting a lump sum price for the solution you verify the design with the customer. You may be able to show the customer evidence that the verified design is validated based on the performance of similar installations.
Or, you may need to include the customer in validation of their verified solution. By being open on this it is clear to both parties who is carrying the risk of the designed solution being successful (fulfilling the performance spec.).
Naturally, you keep excellent records of the actual installation secure and use these records to plan any changes.
I recommend you engage your sales team in analyzing the design process or processes so you can see for yourself that it conforms to all parts of clause 7.3.
You can then add design services to the scope of your certification of conformity with ISO 9001 and perhaps you can sell your design services separately.
John
