From Ariffin
How are the customer requirements relating to the product or service determine, including those requirements for delivery and post-delivery activities, including :
Can anybody show me example or worksheet for my reference ?
This is classic Contract Review. No work should ever proceed before clarifying with the customer ALL of his expectations. As Dave Scott says, you must ask the customer, especially the “clarify that their perception matches what you
think they are asking for” part (italics mine). We likewise use checklists, two of which I have attached.
These activities are of no minor importance, and definitely are not there simply to answer an ISO auditor’s questions. We personally have saved our bacon by clarifying what a new customer had ASSUMED, regarding “post-delivery” activity. I can’t get specific, but what they expected drove costs much higher and we were able to compensate in the product price to maintain our profit margin.
Our industry is not mass production (it is mostly one-offs of special designs) so the checklists here may only serve as a guide.
I hope this helps.