ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply to?

[shallowmike]

Cari,

TS clause 7.5.1.7 regards servicing, can I have simple explanation, if any of our components are non conforming and are returned to us and as a result of investigation we re-work the product and return to said customer is that not servicing? Where is the distinction between the definition of the word service which takes on a differrent context depending on use or am I having a middle age moment here.

Shallowmike

 

[Cari Spears]

I'm not sure about anything to do with TS really - I'm not in the automotive industry anymore - but, sorting or reworking nonconforming product is not "service".

If your business is cleaning carpets - that is a service. If you are a machine manufacturer - you may offer post delivery services as well - like coming out once a month for routine inspection/maintenance, offering a technical support hotline, sell replacement parts, etc.

 

[qawatchdog]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

Hello everyone...i need help on the service provision definition as well and I am hopng that this is still a germane topic for someone given the time that has passed since this conversation started. Lets begin with the the phrase "where servicing is a specified requirement", if the manufacturer of a device "specifies" that for the device to continue to provide its intended use, the device needs to be regularly serviced or serviced on request, these provisions apply under 21CFR820 and ISO 13485. It is defined in 21CFR206 that premature failure or breakage does not constitute servicing and as such is a good definition of what servicing is. Returns or requests for service where service is not a specified requirment are complaints and should be handled as such. Under the comlpaints investigation process, the device might still be repaired or replaced but not necessarily as part of a routine service program. If in agreement, i seek publications that defend this position. Best regards! QAW

 

[ssz102]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

i think that the support process should be sufficiented and controlled in order to meet the customer requirements or ralate to law and regulations requirements; such as purchasing, maunfacture process and inspec process and store and protective and so on

 

[Mike_H]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

An older thread but I hope to get some guidance on how best to define "Service" in the context of our company and AS9100

Reading AS9100 1.2 Application:
Is "post-delivery, maintenance, spare parts" etc... defined as the Service (directly supporting customer product)
or,
is it intended to address specific Services that a company may provide (not related to Product at all)?

If I read 7.5.1 Control of Production and Service Provision
"The organization shall plan and carry out production and service provision under controlled conditions. Controlled conditions shall include, as applicable," , the various requirements (a) thru (k) are all very much product biased. There is no mention of Service. It's not until 7.5.2 does "service provision" get mentioned again and it describes a service as something that is delivered (much like a product). I would have thought a service is provided, not so much delivered.

Covers comments welcomed...

 

[somashekar]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

Hi Mike.
I see production directly related to a tangible goods.
Then service simply becomes very clear and is intangible.
You may use many tangible goods in service type of deliverable.
Crude example:
I manufacture cleaning brush and sell to customer >> Production
I use my cleaning brush and do the cleaning at a customer location >> Service provision
I use my cleaning brush and do the cleaning of some customer parts and give it back to customer >> Also service provision
I use my cleaning brush to teach how to clean >> Also service provision
I repair the cleaning brush I sell to my customer and deliver back >> Also service provision (some may disagree...?)

 

[Big Jim]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

The IAQG AS9100C Clarifications may shed some light on your question.

The questions is asked (in the clarification) "If a company does not does not provide service to a customer, can they take exclusion to 7.5.1.4?"

The response:

"It depends. IAQG 9100, Clause 7.5.1.4, Post-Delivery Support, is applicable when servicing of your product is performed after initial delivery. The location of the service is irrelevant no matter whether the servicing is taking place at your facility or in the field. If a warranty is applicable to the product, then the servicing clause 7.5.1.4 is applicable."

Remember that wherever the word product is used, the word service can be substituted. Although service is specifically included in the wording of the titles for both 7.5.1 and 7.5.2, the only place that really seems specific about service is 7.5.1.4.

So it would seem that service would mainly be service to your product, such as maintaining an automobile or aircraft, calibration of an instrument you sold, overhaul of an assembly you sold after a certain amount of use, and so on.

 

[Mike_H]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

Thanks BJ, I guess I still need to talk about this...or else I wouldn't be typing in this box.

(1) We produce hardware for Customer A (ie. "build to print" drones) and provide an after-sales service for spares, repairs..that sort of things.

(2) Our business model also offers a different set of services for completely different Customers B,C,D,E (ie. modifying a drone so it's not quite the same as the drone we sold to Customer A, fitting it with special equipment and chase storms collecting data. The customer doesn't buy the drone, they pay for the data collection service).


So is 7.5 Production and Service Provision applicable to (1) or (2) , or is that best taken care of in the QMS Scope statement?

 

[Big Jim]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

Thanks BJ, I guess I still need to talk about this...or else I wouldn't be typing in this box.

(1) We produce hardware for Customer A (ie. "build to print" drones) and provide an after-sales service for spares, repairs..that sort of things.

(2) Our business model also offers a different set of services for completely different Customers B,C,D,E (ie. modifying a drone so it's not quite the same as the drone we sold to Customer A, fitting it with special equipment and chase storms collecting data. The customer doesn't buy the drone, they pay for the data collection service).


So is 7.5 Production and Service Provision applicable to (1) or (2) , or is that best taken care of in the QMS Scope statement?

Both.

Although service is in the titles of 7.5.1 and 7.5.2, the body of the text stresses "post delivery activities" in 7.5.1 f and "post delivery support" in 7.5.1.4. In the body of the text, service only comes up in 7.5.1.4 a "collection and analysis of in-service data".

In both examples you are involved in "post delivery support".

 

[thira7]

Re: ISO 9001 Clause 7.5 Production and Service Provision - What does 'Service' apply

Hi all,

I have a question about 7.5.1. and 7.5.2 .

We are a service provider and i have difficulties of identifying how 7.5.1 and 7.5.2 can fit into our manual.

Does 7.5.1 refers to all the post delivery communication that we have with our customer?

About 7.5.2 as we give training how this can apply to our organization?