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Clause 8.2.3.1

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Guest user Created:   Jun 08, 2020 Last commented:   Jan 27, 2021

Clause 8.2.3.1

I am looking guidance for the implementation of clause 8.2.3.1  
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ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Carlos Pereira da Cruz Jun 08, 2020

Let us look at clauses 8.2.2 and 8.2.3 together.

Clause 8.2.2 is about receiving an order, or a request for a quotation from a potential client. Your organization wants to be sure about what is that the customer wants, it can be a standard product from your warehouse, but that is not enough. You need to know quantities, delivery date, any restrictions imposed by law, and even restrictions imposed by your own organization. For example, you may not deliver an order to a certain country, or to a PO box address.

Clause 8.2.3 is about preparing to make a promise to the client. Your organization already knows what the requirements and needs are but before making a commitment, you must be sure it has the resources to comply.
Can your organization comply with explicit requirements from the client, for example, can you deliver the amount required on the requested date? Can your product really comply with a performance feature required by the customer?
You know more about the product or service and conditions of use than the client. You may know about some implicit requirements not mentioned by the customer but required for the effective performance of the product. Is your organization in condition to comply with those implicit requirements?
Can your organization comply with legislation and regulation applicable?
Can your organization provide the product within the organization’s own internal rules? For example, will your organization accept a 200-days interval for payment according to the client requirements, when your organization’s internal rules are only 20 days?

You can find more information in the following links:

 

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Jose Stevaux Jan 27, 2021

ISO 9001:2015 clause 8.2.3.1

How to deal with delivery date (promisse date) when the customer says "As soon as possible"? What date should I enter in my system? Is it acceptable to use the delivery date as the promisse date? Can be left "blank"? Would it be a finding?

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Carlos Pereira da Cruz Jan 27, 2021

If the delivery date is “blank” it may be considered a finding by an auditor, like me.

Every organization works with unorganized clients. At the end of clause 8.2.3.1, one can read: “The customer’s requirements shall be confirmed by the organization before acceptance when the customer does not provide a documented statement of their requirements.”. What you report is a typical situation framed by this text from the standard. In this situation, the supplier should evaluate the best possible delivery date, as soon as possible may be interpreted as “fast”, and send an order confirmation stating what was ordered, in what quantity, at what price, to be delivered where and when. So, if that order confirmation sent has no answer, it means that the client accepted the conditions.

 

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Jun 08, 2020

Jan 27, 2021

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