Keshav Ram Singhal
Requirements in clause 8.2.1 of ISO/DIS 9001 are similar to clause 7.2 of ISO9001:2008 QMS standard, however now organization needs to establish the processes for customer communication.
As per requirements of ISO/DIS 9001, the organization needs to establish processes for communicating with customers for
- products and services information,
- enquiries,
- contracts,
- order handling,
- changes with regard to enquiries, contracts, order handling,
- obtaining customer views,
- obtaining customer perceptions,
- obtaining customer complaints,
- handling of customer property, if applicable,
- handling treatment of customer property, if applicable,
- contingency actions' specific requirements, when relevant.
Effective customer communication plays a important role in all above activities. Make sure that the organization understand the importance of customer communication. The organization can meet customer's requirements in a better way when it has effective customer communication processes.
Effective customer communication can be done by establishing processes for providing product information, catalogues, specifications, samples etc. Product information may also be communicated in hard copy or soft copy. For handling enquiries, contracts, order handling and obtaining customer's views, perceptions, complaints, the organization must establish processes for dealing them.
ISO/DIS 9001 has also included the significance of establishing processes for handling and treating customer property and also for contingency (a future or possible event or circumstance which is possible but cannot be predicted with certainty) actions.
.... to be continued
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