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ISO Clause Reference for Developing Common Customer Service Standards

B

Batul

#1
Dear All,

Which ISO 9k clause(s) are applicable to a procedure manual that defines the process of how to establish common customer service standards.

These standards will be rolled out from the parent company to all subsidiary companies for compliance (As bare minimum).

Would it be appropriate to consider below ISO clauses:
5.2 Customer focus, 7.2.1 Determination of requirements related to the product, 7.2.3 Customer communication, 7.5.4 Customer Property, 8.2.1 Customer Satisfaction, 8.4 Analysis of data

:thanx:

Batul
 
Last edited by a moderator:
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Stijloor

Staff member
Super Moderator
#2
Dear All,

Which ISO 9k clause(s) are applicable to a procedure manual that defines the process of how to establish common customer service standards.

These standards will be rolled out from the parent company to all subsidiary companies for compliance (As bare minimum).

Would it be appropriate to consider below ISO clauses:
5.2 Customer focus, 7.2.1 Determination of requirements related to the product, 7.2.3 Customer communication, 7.5.4 Customer Property, 8.2.1 Customer Satisfaction, 8.4 Analysis of data

:thanx:

Batul
Suggestions?

Thanks.

Stijloor.
 

Big Jim

Super Moderator
#3
You should probably add 7.2.2 since all of 7.2 is considered "customer related processes" and because it fits hand in glove with 7.2.1. In 7.2.1 you gather requirements, including customer requirements, then in 7.2.2 you review those requirements (including the customer's) and you also confirm that you understand each other ("ensure that . . . contract or order requirements differing from those previously expressed are resolved . . .")
 
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