How to understand NOTE 2 in the ISO 9000 definition of defect?

[jelly1921]

In 9000 3.6.3 says:
defect is non-fulfilment of a requirement related to an intended or specified use
NOTE 2 The intended use as intended by the customer can be affected by the nature of the information, such as operating or maintenance instructions, provided by the supplier.

How to understand Note2?

Take examples:
1. a TV set has several functions, but with illegible instruction, so that the user cannot use some of its functions and think the TV is non-fulfilment of the requirements of the functions that the TV should have.
Is this applied to NOTE2?

or

2. The user is affected by TV instruction which says some functions that the TV actually does not have, and intends "the intended use (functions)".
Is this applied to NOTE2?

Give me your comments please!

Thanks

Jelly

 

[Umang Vidyarthi]

In 9000 3.6.3 says:
defect is non-fulfilment of a requirement related to an intended or specified use
NOTE 2 The intended use as intended by the customer can be affected by the nature of the information, such as operating or maintenance instructions, provided by the supplier.

How to understand Note2?

Take examples:
1. a TV set has several functions, but with illegible instruction, so that the user cannot use some of its functions and think the TV is non-fulfilment of the requirements of the functions that the TV should have.
Is this applied to NOTE2?

or

2. The user is affected by TV instruction which says some functions that the TV actually does not have, and intends "the intended use (functions)".
Is this applied to NOTE2?

Give me your comments please!

Thanks

Jelly

Hello Jelly,

Note 2 is a clarification of the term "intended use". When you order something 'Tailor made' or 'Made to order', then the "intended use" is governed by the specification provided by the customer.

In case of readymade commodities, the "intended use" is guided by the operating or maintenance instructions provided by the supplier.

For example you buy a car, and later complain that it neither flies nor sail in water (calling the defects), since you claim it was your "intended use". Here customer's so called "intended use" is superceded by the supplier's "intended use" as specified in his manual/instructions.

Your Ex.1: Since the instructions are illegible, customer is unable to perform the "intended use" hence the defect is covered by note 2.

Ex.2: Note 2 does not apply here, since the supplier has not specified the said functions, hence it does not qualify for "intended use".

Hope this helps

Umang

 

[al40]

Hello Jelly,

Note 2 is a clarification of the term "intended use". When you order something 'Tailor made' or 'Made to order', then the "intended use" is governed by the specification provided by the customer.

In case of readymade commodities, the "intended use" is guided by the operating or maintenance instructions provided by the supplier.

For example you buy a car, and later complain that it neither flies nor sail in water (calling the defects), since you claim it was your "intended use". Here customer's so called "intended use" is superceded by the supplier's "intended use" as specified in his manual/instructions.

Your Ex.1: Since the instructions are illegible, customer is unable to perform the "intended use" hence the defect is covered by note 2.

Ex.2: Note 2 does not apply here, since the supplier has not specified the said functions, hence it does not qualify for "intended use".

Hope this helps

Umang

I would also suggest that your organization always ensure you understand the determination of requirements related to the product i.e. requirements specified by the customer, requirements not stated by the customer but necessary for specified or intended use, where known i.e. does your user mannual show all functions/controls of the TV.

Refer to section 7.2 of ISO 9001 for further info.

Have a great day,

al40