ISO 9001 Requirements for associated service - Design and develop software

M

Mikhail - 2009

#1
Hello!
We design and develop software product(Electronic Document Management system). So, we have technical support service that help our customers to use that product. We provide that service for free for our customers. Do I have to describe audit, control of nonconforming product(service), corrective action and preventive action procedures for technical support process? Or it's necessary only for developing process?
I know it'll be useful anyway, but is it required by ISO 9001?
 
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T

Ted Schmitt

#2
Re: ISO 9001 Requrements for associated service

Hello!
We design and develop software product(Electronic Document Management system). So, we have technical support service that help our customers to use that product. We provide that service for free for our customers. Do I have to describe audit, control of nonconforming product(service), corrective action and preventive action procedures for technical support process? Or it's necessary only for developing process?
I know it'll be useful anyway, but is it required by ISO 9001?
Hi Mikhail,

Welcome to the Cove !! :bigwave:

In my opinion, independent if your service is free or not, it´s still part of your product (software). The technical support you provide should be part of your quality management system.

I´m basing myself on 7.2.1 a) and b)
 
M

Mikhail - 2009

#3
Re: ISO 9001 Requrements for associated service

Thanks Tedschmitt,
I was confused a little bit by my boss, it seemed to me the same way, but I wan't sure of that, now I am! =)
 
M

Mikhail - 2009

#5
Re: ISO 9001 Requrements for associated service

Thank you Howste!
It is just another brick in the wall of "description required"
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#6
Re: ISO 9001 Requrements for associated service

but is it required by ISO 9001?
Yes, read the application part of the Standard. Few processes have more impact on customer satisfaction than technical support.

And, irrespective of what ISO 9001 requirements, failing to integrate customer support with the rest of the business processes is a MAJOR mistake. If your organization REALLY wants to deliver customer satisfaction, this is an area that should be paid a lot of attention to.
 
M

Mikhail - 2009

#7
Re: ISO 9001 Requrements for associated service

Thanks Sidney,
Application part has the follow: "To provide product that meets customer and applicable regulatory requirements". Situation with support in that case is still unclear. If the product is simple there is no need to provide support if the system works ok.

BUT, of course I absolutely agree the good support is a one of the major factors of customer satisfaction when system is complicated.
 
J

JaneB

#8
Re: ISO 9001 Requrements for associated service

If the product is simple there is no need to provide support if the system works ok.
True, so true.

But you'll certainly find out via demand on support if your product is not found easy/simple to use out there in customer-land! And customers definitely use support (good or bad) as one metric to determine how satisfied they are (or not) with your product/s.
 
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