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

[RoxaneB]

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

About traceability i already excluded that part.
For customer property as we keep some personal data of our partners i included that in our manual. Product preservation: because we develop and print curriculums every two years i included that as well.

But my major problem is that the only verification we can do about our product is only visible, we can only compare our training programme with our customers inputs, am i correct?

I think that there are at least two areas where you can do verification:

1. Customer inputs - subject matter content, language, tests/quizzes, methodology, etc..
2. Customer requirements - delivery date(s), participant success rate, price/budget, etc.

 

[AndyN]

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

About traceability i already excluded that part.
For customer property as we keep some personal data of our partners i included that in our manual. Product preservation: because we develop and print curriculums every two years i included that as well.

But my major problem is that the only verification we can do about our product is only visible, we can only compare our training programme with our customers inputs, am i correct?

I think what's missing here is a clear understanding of what you mean by "training". I worked for a training organization and did training product design and development. I have been trained as an instructional designer. My work can be "inspected", if you'd like to think of it that way. The training can be verified and validated. We had clearly defined training objectives etc. A clear training plan was developed which listed outcomes etc. - as I explained before.

Is this what you have too?

 

[thira7]

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

Thank you for your explanation.

What we do is that we train people form other NGOs who later goes to school and train teachers.

Can you please give me an example how you did verification and validation(if is possible)

 

[John Broomfield]

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

Thank you for your explanation.

What we do is that we train people form other NGOs who later goes to school and train teachers.

Can you please give me an example how you did verification and validation(if is possible)

Thira7,

Simply describe what your NGO does to ensure the teachers it trains can actually teach. This verifies the training of the teachers (per 7.1c and 8.2.4).

You do not validate the training of teachers although you may validate the design of the programme to train teachers (see 7.3.6 and 7.5.2)

Be careful with your use of these terms: verify and validate.

And I recommend you start with what your NGO actually does instead of imposing some other scheme on the people who already design the programmes and train the teachers.

John

 

[thira7]

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

Thank you John and i am really not trying to impose some other scheme, is just that i was confused with verification and validation of D&D our service and verification and validation of our product.

I think your answer clarifies that

 

[Big Jim]

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

In general terms, verification is confirmation that the product (training course) meets the specifications that have been determined. Validation goes in a slightly different direction, or some may say deeper. Validation determines if the product is suitable for its intended purpose. Things (your training) could meet the specifications, but fall short of fulfilling the intended purpose.

 

[MayaP]

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

Hi

Just wondering - would this apply to your business: a potential customer has finished speaking to your sales / production department about their enquiries / needs, hangs up happy and thinks: what an excellent service I received from Jim / Mary / ... in sales / manufacturing department?

I read service in 2 ways: service (cleaning services) and service that tags along the manufacturing (before / after sales)

Just a thought, but no need to add if it works.

Maya

 

[somashekar]

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

Hi

Just wondering - would this apply to your business: a potential customer has finished speaking to your sales / production department about their enquiries / needs, hangs up happy and thinks: what an excellent service I received from Jim / Mary / ... in sales / manufacturing department?

I read service in 2 ways: service (cleaning services) and service that tags along the manufacturing (before / after sales)

Just a thought, but no need to add if it works.

Maya

Welcome here MayaP ~~~
Service as a pure product (cleaning service) and service as customer support (adding value to customer / product / organization)