What can be considered a "Post Delivery Activity" (ISO 9001:2015 Clause 8.5)

#3
Re: What can be considered a "post delivery activity" as called out in 9001:2015 8.5

Nonconformance investigation including RMA management and customer satisfaction assessment comes to mind.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#4
Re: What can be considered a "post delivery activity" as called out in 9001:2015 8.5

ISO/TS 9002:2016 provides the following examples:

Examples of post-delivery activities include:
a) engagement with customers to determine if the products or services were to their satisfaction;
b) on-site installation of equipment and disposal of a customer's old equipment;
c) contractual arrangements such as warranties or technical support;
d) customer access to on-line information related to the delivery of a product or service, e.g. status of flights; frequently asked questions (FAQs);
e) authentication of the product;
f) a computer retailer who provides a technical support service by telephone.
 

BoardGuy

Quite Involved in Discussions
#5
Re: What can be considered a "post delivery activity" as called out in 9001:2015 8.5

Post-delivery support will usually be contractual or regulatory, but not always, and might include:

1) Collection and analysis of in-service data
2) Creation of technical documentation and it revision
3) Maintenance services
4) Spare parts supply
5) Supplementary services such as recycling or final disposition
6) Technical support

In its most basic form post-delivery support activities would be allowing customer returns with services provided to replace or rework product to original requirements when found nonconforming.
 

dsanabria

Quite Involved in Discussions
#6
Re: What can be considered a "post delivery activity" as called out in 9001:2015 8.5

ISO/TS 9002:2016 provides the following examples:
Examples of post-delivery activities include:
a) engagement with customers to determine if the products or services were to their satisfaction;
b) on-site installation of equipment and disposal of a customer's old equipment;
c) contractual arrangements such as warranties or technical support;
d) customer access to on-line information related to the delivery of a product or service, e.g. status of flights; frequently asked questions (FAQs);
e) authentication of the product;
f) a computer retailer who provides a technical support service by telephone.




Thanks for the explanation.

The post delivery Activity is part of contract review and most of the time is invoked by the customer.

This should not be confused with delivering a product that does not meet the requirements.

Note: There are other clauses that deal with non conforming product or services delivered to the customer (i.e. 8.7 and 10.2).
 
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#8
The answer to the question posed by the OP is in the note at the end of 8.5.5.

"Post-delivery activities can include actions under warranty provisions, contractual obligations such as maintenance services, and supplementary services such as recycling or final disposal."
 
#10
Re: What can be considered a "post delivery activity" as called out in 9001:2015 8.5

Would you consider Controlled Shipping as a Post-Delivery Activity? It is contractual with customer or 3rd party company, but it is NOT part of the normal process.
 

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