7.5.2 “The organization shall validate any processes for production and service provision where the resulting output cannot be verified by subsequent monitoring or measurement. This includes any processes where deficiencies become apparent only after the product is in use or the service has been delivered”
There are lots of services in which the output cannot be easily verified.
One good example of “special process” is all the services that interact with the customer. The face-to-face interactions with customers we have in a bank or a store clerk should be done under “special controls”.
Don’t you agree?
AV