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ISO 9000:2000 in a service company- Documentation - Do we have to explain exclusions?

N

nikolauswhv

#1
Hello together,

i startet supporting a service Company (Chamber) in the Process of Documentation für QM according to ISO 9000:2000.
As far as i know, there should be a Dokumkentation for:
- Management Responsibility
- Ressourcemanagement
- Measurement and Analyses
- Produkt and Service

The documentation is in 4 Sections:
1. Quality Manual (partly finished)
2. operational procedures (finished and reviewed)
3. work sheets
4. forms and records (finished and reviewed)

Now i have a problem to discribe the product and service provision (7.5 ISO Requirement) also with the exclusions. We have no design and development. 4 Divisions provide the existing services. The Divisions already discribed their Workflow.
Could we just leave the Sektion 7.3f or do we have to explain a exclusion?

Has anyone experience with documentation for a Service Company.

Tnx for help
 
Elsmar Forum Sponsor
#2
Hello, and welcome to the Cove
nikolauswhv said:
As far as i know, there should be a Dokumkentation for:
- Management Responsibility
- Ressourcemanagement
- Measurement and Analyses
- Produkt and Service
Well.... You are required to have documented procedures as required in the standard and "documents needed by the organization to ensure the effective planning, operation and control of its processes, " (ISO9001:2000, Clause 4.2.1c & d).
nikolauswhv said:
Could we just leave the Sektion 7.3f or do we have to explain a exclusion?
Actually, any exclusion will have to be explained (Er... 7.3f?):
ISO9001:2000 said:
The organization shall establish and maintain a quality manual that includes

a) the scope of the quality management system, including details of and justification for any exclusions (see 1.2),
/Claes
 
S

SSwanson

#3
You have an exclusion for 7.3 like many people.

Just put a statement at the beginning of your quality manual that your company does not do design activities as part of your core business activities.

Like this:

The XYZ company does not conduct design activities as part of its normal core business. In the event that design activities are required to fulfill customer requirements, or there is a change in our core business activities, the design process will be documented and included within the quality system.

Then be sure to list 7.3 as part of your table of contents... and say it is exempt.

Depending on your processes, and how they are written, you can even have a section entitled 7.3 - Design and have the exemption statement on that page.

Many companies that are customer service oriented without Inspection and Measurement Equipment do the same thing.

Personally, I think it is wrong for quality documentation to strech the imagination trying to justify a requirement of the norm when the ISO element does not apply.

Good luck
 

Randy

Super Moderator
#4
Try reading ISO 9001:2000 like Claus said...

4.2.2 Quality manual
The organization shall establish and maintain a quality manual that includes
a) the scope of the quality management system, including details of and justification for any exclusions (see 1.2),
b) the documented procedures established for the quality management system, or reference to them, and
c) a description of the interaction between the processes of the quality management system.
 
N

nikolauswhv

#5
Thank you very much and another Question (-:

Hi all,

first thank you very much for the fast replies to my first question.

The section 7.5.3 is Identification and Traceability of Products.

What to do with a Service. Identification is realized through control of Documents and operational procedures for every Service division.

So you can identify and trace every service in the documentation (forms and records).

And another thing is

Section 8.3 Control of Nonconforming Products.

As far as i understand this, this section is dealing with Products supplied to the Company or products in the poduction line, that are not conforming to requirements. But what about a service like Training. I want to write an Exclusion.

Best Regards
 

Randy

Super Moderator
#6
Clause 1.2 is real specific, but do what you want.

We can only provide advice and the decision is ultimately yours to make.
 
#7
nikolauswhv said:
Section 8.3 Control of Nonconforming Products.

As far as i understand this, this section is dealing with Products supplied to the Company or products in the poduction line, that are not conforming to requirements. But what about a service like Training. I want to write an Exclusion.
As Randy says: There is no getting away from clause 1.2.
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 regulatory requirements.
In short: You have to come up with a way to handle clause 8.3. What do you do, if you for instance find out that you are providing incorrect information in that training?

/Claes
 
S

SSwanson

#8
Section 8.3 Control of Nonconforming Products

The sevice you provide is your product.

There may be failures of the system in the product / service realization.

You may also have customer compalints.

You will also have your own complaints against vendors, suppliers, subcontractors, etc.

So, in short... any failure control falls under Section 8.3 Control of Nonconforming Products.
 
N

nikolauswhv

#9
Thank you very much

Hi,

we will include Clause 8.3 Nonconforming Products / Service in the Manual and refer to the Analyse and Measurement Section. Identify a nonconforming Service is possible after Evaluation of the provided Service.

So we define a general operational procedure for evaluation of every Service (like Training, Trade Fair,...) to find out, if everything was conforming.

So i can imagine an unconforming service like: training was hold with a wrong content.

Best regards

Nikolauswhv
 
#10
nikolauswhv said:
Identify a nonconforming Service is possible after Evaluation of the provided Service.
Actually... you should find it as well as do something about it earlier: See SSwanson's examples for instance.

Let's assume you find something wrong before, during or after a training session. What do you do about it? I don't think you just carry on and wait for the evaluation before fixing it... My guess is that you do something to correct it, right? The evaluation (8.4) is supposed to tell you if your system is working, but by then the acute problem (8.3) should already have been taken care of.

/Claes
 
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