7.3 Design and Development in a Sales and Service Organisation

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glenn0004

#1
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?
 
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Richard Regalado

Trusted Information Resource
#2
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?
Hello glenn. Are the solutions you are designing the products of your organization? Service design is a staple of ISO 20000 (and ITIL) and references service design to ISO 9001 7.3. My quick answer is that yes some parts of 7.3 is applicable to you. Even if you are not doing the "core" design processes as in the case of outsourced design providers, design verification, design validation and control of design (I forgot the clause title) would be applicable to you.
 
G

glenn0004

#3
Hello glenn. Are the solutions you are designing the products of your organization? Service design is a staple of ISO 20000 (and ITIL) and references service design to ISO 9001 7.3. My quick answer is that yes some parts of 7.3 is applicable to you. Even if you are not doing the "core" design processes as in the case of outsourced design providers, design verification, design validation and control of design (I forgot the clause title) would be applicable to you.
Thanks Richard for the clear response - my interpretaion is yes, our product to the customer includes and is the Design of a Solution based upon the install and configuration of off-the-shelf products. i.e. a fleet of printers supported by software type "X" and configered in such a way that it meets the customers stated requirements. This is then supported by Service Level Agreement that meets the customers stated requirements.
 
N

Nite1922

#4
Click the gray Reply icon/button (bottom right of each post) in the appropriate post above to activate this Quick Reply box.
 
N

Nite1922

#5
Hi, Glenn
Given the information you have posted, you should have a very easy solution.
Document in your Design Quality Plan, what software you're using, and what the customer wants. A single page.
Follow that up with a single page design review checklist, with a few lines that may document the stages that you may have had to review and change to meet the customer's requirement. It can be a couple sentences.
And always remember, a picture is worth a thousand words.
My 0.02
Regards
 

John Broomfield

Staff member
Super Moderator
#6
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
 
Last edited:

somashekar

Staff member
Super Moderator
#7
Thanks Richard for the clear response - my interpretaion is yes, our product to the customer includes and is the Design of a Solution based upon the install and configuration of off-the-shelf products. i.e. a fleet of printers supported by software type "X" and configered in such a way that it meets the customers stated requirements. This is then supported by Service Level Agreement that meets the customers stated requirements.
Hey Glenn ...
By what you are saying, you are designing and developing ... (Mind you, not research and development)
You have a service task and you may be planning to put in place a service, based on all inputs you have including customer inputs if any and inputs from learning of some previous such services you have provided. (Design inputs)
You may be also making some small changes (Design and development changes) leading to an other new service type (New design)
You may be verifying your specific design and validating the same at the place of use, and further modifying as necessary.
When you replace the "may be" with "are" ... are you seeing yourself.
Then you are performing a simple design and development. Have a good records of your activities.
The delivery and post delivery activities are your product / service provision and monitoring, measurement of same.
 
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