Defining the scope for ISO 9001 Registration - Software, Hardware and Customer Care

I

inquizzitive

#1
#1
Hi All,

My company offers a solutions which comprises of -

a) Software ( Done in-house)
b) Hardware (procured from a vendor and sold as a reseller)
c) Customer Care to address the issues of a) & b) which is outsourced to a third party.

Management has asked me to include only Software in the scope as that is the only portion done in house. I would like to confirm if that is fine and can b) & c) be excluded.
Also, do we need to include HR function in this ?
Any guidance in this regard will really be helpful

Regards,
 
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Stijloor

Stijloor

Staff member
Super Moderator
#2
#2
Re: Defining the scope for ISO 9001 Registration - Software, Hardware and Customer Ca

A Quick Bump!

Can someone help with this?

Thank you very much!!

Stijloor.
 
Claes Gefvenberg

Claes Gefvenberg

Admin
#3
#3
Re: Defining the scope for ISO 9001 Registration - Software, Hardware and Customer Ca

inquizzitive said:
a) Software ( Done in-house)
b) Hardware (procured from a vendor and sold as a reseller)
c) Customer Care to address the issues of a) & b) which is outsourced to a third party.

Management has asked me to include only Software in the scope as that is the only portion done in house. I would like to confirm if that is fine and can b) & c) be excluded.
Click to expand...
That could prove tricky, as the processes you are required to keep track of are not limited to the onces you have in-house: The hardware will at the very least land under 7.4 (purchasing), and as customer care seems to be part of your product...

ISO9001:2008 said:

...Where an organization chooses to outsource any process that affects product conformity to requirements, the organization shall ensure control over such processes. The type and extent of control to be applied to these outsourced processes shall be defined within the quality management system.
....
​
NOTE 3 Ensuring control over outsourced processes does not absolve the organization of the responsibility of conformity to all customer, statutory and regulatory requirements. The type and extent of control to be applied to the outsourced process can be influenced by factors such as

a) the potential impact of the outsourced process on the organization's capability to provide product that conforms to requirements,
b) the degree to which the control for the process is shared,​
c) the capability of achieving the necessary control through the application of 7.4.
Click to expand...
inquizzitive said:
Also, do we need to include HR function in this ?
Click to expand...
Back to the standard:
ISO9001:2008 said:
Where exclusions are made, claims of conformity to this International Standard are not acceptable unless these exclusions are limited to requirements within Clause 7, and such exclusions do not affect the organization's ability, or responsibility, to provide product that meets customer and applicable statutory and regulatory requirements.
Click to expand...
Your HR is probably performing tasks belonging under clause 6 (Provision of resources).

/Claes
 
A

AndyN

Moved On
#4
#4
Re: Defining the scope for ISO 9001 Registration - Software, Hardware and Customer Ca

inquizzitive said:
Hi All,

My company offers a solutions which comprises of -

a) Software ( Done in-house)
b) Hardware (procured from a vendor and sold as a reseller)
c) Customer Care to address the issues of a) & b) which is outsourced to a third party.

Management has asked me to include only Software in the scope as that is the only portion done in house. I would like to confirm if that is fine and can b) & c) be excluded.
Also, do we need to include HR function in this ?
Any guidance in this regard will really be helpful

Regards,
Click to expand...
Are you asking about the scope of ISO certification (what goes on your certificate) or the scope of the management system which complies to ISO 9001 - because I'm thinking the two should be the same, shouldn't they?

Why would you limit yourself to a small scope when what you describe is necessary to ensure customer satisfaction? Scopes should be meaningful and represent the products and services of the organization.
 
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