Mike S. said:
I interpret it (ISO9000) to mean that it is our responsibility to clearly understand what the customer wants above and beyond written requirements as per 7.2.1 and meet them. "Generally implied" and "expected" is kinda vague and a smart customer will try to minimize problems by clearly stating (i.e. in writing) anything that is important. I would hope that most of this stuff relates to common things like the customer expecting the same type of packing or shipping containers as were used in the past, consistent paperwork, cleanliness, etc.
What do we do when requirements are met but the Customer is not "satisfied" because expectations were not met? Should expectations then become requirements? Should Customer Complaints be issued because of a failure to meet an expectation?
You're right, Mike, that a smart Customer (and, IMO, a smart Organization) would have everything in writing...requirements and expectations. It's good business sense and a :ca: .


