Product and Service Requirements

QUALITY MANAGEMENT SYSTEM ISO 9001:2015 CLAUSE 8.2 PRODUCT & SERVICE REQUIREMENTS
INTRODUCTION
You do not need to be a brain surgeon to know that your company would not exist if you had no clients buying your products or services. Thus planning your product and service requirements is essential. Obtaining clients is simple when the economy is strong. You might be able to make ends meet by doing the minimum, for example, just by having your doors open; however, this will not last long term.
On the contrary, when the economy does a predictable, recurring plummet, you need to aim so that your clients will find “joy in your products and services.” Doing this will aid your company in being successful in the long run.
“You want your customers waxing lyrical about you. Recommending you. Loving you. And like any healthy relationship, communication with each other is fundamental to achieving this.”
CLAUSE 8.2 REVIEWING PRODUCT & SERVICE REQUIREMENTS
Regarding this clause, you need to put in the blood, sweat and tears. Recruit the assistance of the Marketing Department or employee. Doing this will make all the difference.
You can break this clause into three portions.
- Firstly, communication with clients
- Secondly, requirements of the clients
- Lastly, reviewing clients’ requirements
COMMUNICATE PRODUCT & SERVICE REQUIREMENTS (CLAUSE 8.2.1)
It covers how you communicate with your clients regarding:
- Products and services
- Enquiries, orders and contracts
- Feedback from them
- Client owned property
- Action plan if an event happens or does not
At Safety Risk Management, we use some of the following processes:
- Communicating our products and services featured on our website
- Training clients during design and implementation
- Supplying both online and offline support
- Terms and conditions
- Client webinars
We have examined the processes of how clients prefer to give and receive communication. Deming said, “people learn in different ways: reading, listening, pictures and watching.” Each customer has a different learning style, such as hearing or seeing, which affects their communication choices. Subsequently, we have a range from blogs, videos, photographs, phone calls and webinars. If we use a variety of ways to communicate with our clients, we will be able to communicate with more clients more often.
DETERMINING PRODUCT & SERVICE REQUIREMENTS (CLAUSE 8.2.2)
It could include legal or regulatory requirements regarding local and national government departments and others that the company must adhere to. Guarantee that you stick to statements regarding your products and services.
REVIEWING PRODUCT & SERVICE REQUIREMENTS (CLAUSE 8.2.3)
It would help if you considered aspects such as design, implementation, delivery, consulting, warranty etc. Additionally, ensure you obey all relevant Acts and Regulations, together with what steps to take when entering into verbal agreements. Finally, once everything has been examined and evaluated, officially confirm acceptance of the client’s requirements and document the evaluation using Mango Compliance Software.
SRM communicate their products and services through their website and company profiles. Prospective clients needs are assessed against our product and service range, availability, skills and experience. Prospective clients are provided (via e-mail) with a proposal and project plan outlining the deliverables, resources and time frames (to name but a few). If approved the client will provide us with a signed copy of the proposal and purchase order. SRM then plan, and calibrate with our resources and execute the work at per the proposal and project plan. Reports of work completed and updated project plans are submitted to the client monthly.
IN SUMMARY
- Decide how the company communicates with customers
- Decide on the customers’ requirements
- Design processes for customers’ orders
- Evaluate if the business can complete the customer’s order
- If you make alterations to products or services, then design processes to make the required amendments
SRM is ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018 certified. Contact our consultants today. Let us know if we can help you with the development and implementation of your Quality Management System.
USE SHEQ SOFTWARE
At SRM, we use Mango to communicate, determine and review client requirements. In addition, Mango makes it so simple as opposed to using a hard copy system. Not only does SRM use Mango Compliance Software, but many of our clients as well – www.mangolive.com Mango makes it easier to obtain and maintain ISO 9001:2015 certification.
Associated Blogs:
https://srmc.co.za/iso-9001-clause-4-context-of-the-organisation/
Links to our services:
https://srmc.co.za/services/consulting/
https://srmc.co.za/iso-certifications/