Clause 7.2.1 Determination of requirements related to the product

[blue moon]

Is this clause focused on the sales and customer service related to process or product?

i.e.

The clause says:

The organization shall determine: 1- requirements specificed by the customer

Is this requirement the order by the customer to buy the product?
Or requirements related to the product and its performance?

 

[Stijloor]

Is this clause focused on the sales and customer service related to process or product?

i.e.

The clause says:

The organization shall determine: 1- requirements specificed by the customer

Is this requirement the order by the customer to buy the product?
Or requirements related to the product and its performance?

I did some edits to your post, and I hope I understand you questions correctly.

The folks most involved with this process can be Marketing, Sales, Customer Service and anyone within the organization that interact with the customer on a regular basis.

The purpose is really to find out exactly what is is the customer wants. The customer can communicate their needs through a formal contract, P.O., an email, a phone call, etc. Yes, and those requirements may include product specifications including performance requirements.

This 7.2.1 process applies to any product your company provides. Product in this context can be: hardware, software, processed materials, service, etc.

Once a product is delivered, servicing may be required. Note that 7.2.1 includes requirements associated with delivery and post delivery activities.

I hope that I answered your question. If not please let me know.

Stijloor.

 

[Sharpedge]

I have a question regarding this Clause.

How do I demonstrate that we (the organization) confirm the customer requirements when no documented statement of requirement is provided by the customer?

We are a service company providing our customers engaged in river transportation (towing of barges) with safety procedures, training, and development of safety programs.

A customer could require some minor change to their Safety Program like the addition of an equipment checklist. So they call tell me they have this new equipment and need a checklist. There is no proposal or purchase order and they know the cost will be our hourly rate because of years of doing business. I create the checklist send it to them, record my time on our time tracking sheet and turn it in to accounting. Their bill will have the line item for the cost such as create checklist.

I have searched and found one reply that suggested on a verbal request I would confirm verbally what is wanted write a note and place it in their file.

As in this example I can complete the request as fast or faster then the time to create a record of the request. Could the invoice serve as the record?

Any suggestions would be greatly appreciated.

Thanks

 

[Ted Schmitt]

Could the invoice serve as the record?

If he does not supply you with anything besides "Great, thanks" then I guess the invoice is acceptable. Maybe include in your SOP that if the client does not voice his opinion in the contrary after X days, then it´s considered accepted.

 

[blue moon]

if you didn't make a contract with your customer or any document for requirement of your customer

you can get these requirement by
1- experience in this feild
2- questionaire
3- customer survey
4- Market research

i think it is good for you

 

[mirrorcrax]

clause 7.2.1 actually is very interesting because depending on the type of activities you perform, and the type of product/service you provide it can be part of many different processes, examples include:

1. Analysis of tender requirements
2. Presentation of product information
3. Site Surveying

the outputs of the process meeting this requirement is usually the input to another "Review" process aimed at identifying if the organization has the ability to meet such requirements or not.

I have met with situations where the customer requirement is provided verbally, and not as a purchase order or request for quotation, or contract or any other document for that matter, however, most of those situations have a myriad of problems related to communication, and so, in such cases like for instance call centers, or fast food home delivery services, voice recording can be used or simply have your sales people record the requirements in an order themselves then have the customer sign it or stamp it. That is not the focus of this requirement though, 7.2.1 is asking you to consider all requirements related to the product including but not limited to:

1. Legal obligations arising from meeting the customer request like for instance all the paper work and release forms needed for export and import
2. requirements not stated by the customer directly but inferred, such as packaging
3. safety requirements for handling your products ...etc.

And so, if a customer goes to an exporting company and asks them to export goods which are normally banned in his country, they should take note of such legal issues as being part of the deal and not just the pricing, and quantity needed.

ay khedma