Guest user Created: Oct 07, 2017 Last commented: Oct 07, 2017

Exclusion of ISO 9001 requirements in call centre

I have some questions, if organization's business is services provider (call center services). Does it need to apply clause of 8.3 for design and development of services. This clause is for product design and service which is included in product or separate "Design and development of products and Design and development of services? Also this ISO 9001:2015 permit organization to wave clause of 8.3 only but if customer has no "property belonging to customers or external providers as clause of 8.5.3; how can I do if I could not waive.

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Strahinja Stojanovic Oct 07, 2017

Answer:

Clause 8.3 is referring to both product and services, but if the organization doesn't develop new services, it can exclude clause 8.3 from the scope of its QMS (Quality Management System). Property belonging to the customer has nothing to do with the clause 8.3, this clause can be excluded regardless of whether the company is using customer property in its processes or not. Clause 8.5.3 is dealing with requirements regarding customer property and it can also be excluded if the organization does not use such property.

For call centre, you can also consider excluding clause 7.1.5 Monitoring and measuring resources, 8.5.6 Release of products and services and 8.5.5 Post-delivery activities. For any exclusion made, you need to provide and document justification.

For more information, see: What clauses can be excluded in ISO 9001:2015? https://advisera.com/9001academy/blog/2015/07/07/what-clauses-can-be-excluded-in-iso-90012015/2015/

These materials will also help you regarding ISO 9001 implementation:
- Book (eBook) Discover ISO 9001:2015 Through Practical Examples https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/
- Free online training ISO 9001:2015 Foundations Course https://advisera.com/training/iso-9001-foundations-course/
- Conformio (online tool for ISO 9001) https://advisera.com/conformio/

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Oct 06, 2017

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