How Are ISO 9001:2000 Customer Requirements Determined?

A

Ariffin

#1
Customer Requirement

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 ?
 
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D

D.Scott

#2
Ariffin said:
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 ?
The only way to know what the customer wants is to ask them. Then clarify that their perception matches what you think they are asking for. We use checklists when we are going through the APQP process. Sometimes the checklist can be real simple and other times it gets a little more complicated.

The key is to determine what you as the supplier need to know then check again to be sure you can do what the customer is expecting. The delivery and post-delivery activities are simply a carry on of the product requirements.

I will attempt to attach two examples of checklists we use. If they don't make it, please feel free to email me and I will send them that way.

Dave
 

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R

Rob Nix

#3
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.
 

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A

amariepsu

#4
Thanks! The Customer Contract Review Checklist served as a very useful aid for me while performing an internal audit of our own procedure.

How is the VOTC checklist used within your company?
 
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