Management system guidance

8.2 Requirements for Products and Services

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8.2.1 Customer Communication

This requirement is directly comparable to the requirements of ISO 9001:2008 Clause 7.2.3 Customer Communication. It has been expanded to include new requirements to obtain ‘customer views and perceptions’ instead of ‘customer feedback’. Some or all of the following specific customer communication should be observed and evidenced:

  1. Marketing information;
  2. Quotations and order forms;
  3. Confirmation of authorized orders and amended orders;
  4. Delivery notes and certificates of conformity;
  5. Invoices and credit notes;
  6. E-mail and general correspondence;
  7. Site visit reports or notes to/from customer;
  8. Customer feedback and complaints management process.

You should ensure that your organization has established effective arrangements for providing the customer with product information, a means of handling inquiries and orders and a method for handling customer comments that includes both compliments and complaints. Establish processes for communicating with your customers:

  1. Develop a process to control communications with customers;
  2. Implement your customer communications process;
  3. Communicate with your customers;
  4. Maintain records.

More information on PDCA


4.1 Understanding Context 4.2 Interested Parties 4.3 Determining Scope
4.4 Management System Processes  
5.1 Leadership and Commitment 5.2 Policies 5.3 Roles, Responsibility and Authority
6.1 Address Risk and Opportunity 6.2 System Objectives and Planning 6.3 Planning for Change


7.1 Resources 7.2 Competence 7.3 Awareness
7.4 Communication 7.5 Documented Information
8.1 Operational Planning and Control 8.2 Requirements for Products and Services 8.3 Design & Development
8.4 Externally Provided Products and Services 8.5 Product and Service Provision 8.6 Release of Products and Services
8.7 Non-conforming Outputs 8.8 Emergency Preparedness 8.9 Accident and Incident Investigation


9.1 Monitor, Measure, Analyse and Evaluate 9.2 Internal Audit 9.3 Management Review


10.1 Improvement - General 10.2 Non-Conformity and Corrective Action 10.3 Continual Improvement

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