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Collecting customer requirements and clause connection

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Guest user Created:   Dec 09, 2019 Last commented:   Dec 09, 2019

Collecting customer requirements and clause connection

hi I want to know how I can collect the customers requirements. Also I want to know how I can connect in practical the following ISo 9001-2015 Clauses: (4.1 +4.2) with (6.1.1) with (6.1.2)&(8.1) with (9.1 +9.3)

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Carlos Pereira da Cruz Dec 09, 2019

I want to know how I can collect the customers’ requirements.

Explicit customer requirements are usually collected in conversations or communications with them. For example, when ordering an item, customers are identifying the product, the quantity, the location and the delivery time. Implicit requirements are requirements taken granted by the general market. They can be quantity per package, for example. Some requirements customers may not know are relevant, it is up to the supplier's commercial to try to understand how and where the product will be used. When we go to the hairdresser to cut our hair, to say that we want to cut our hair is not enough, we have to explain how we want it cut and how much. Those are our requirements as customers.

I want to know how I can connect in practical the following ISO 9001-2015 Clauses: (4.1+4.2) with (6.1.1) with (6.1.2)

There is more than one way to connect those clauses. Note that my approach is not unique nor it may be the best, but this is just how I work, and see it work.

With clause 4.2 organizations determine who are the relevant interested parties and what are their relevant requirements. That is important because these parties affect an organization's business. For example, an organization determines that a regulator is a relevant interested party. The regulator sets rules and can fine the organization if those rules are not followed. One of those rules can be the composition of a product A.(a)

With clause 4.1, the same organization determines as relevant an external issue, the trend to more demanding rules about the composition of product A.(b) The same organization determines as a relevant internal issue the difficulty of controlling the composition of product A due to the use of old production equipment. (c)

When your organization connects those three dots: a+b+c it becomes aware of an important risk (clause 6.1.1). If the regulator increases the requirement for product A composition, the organization will not be able to enforce the regulation.

With this kind of exercise your organization can determine a list of risks and opportunities. Normally, organizations do not have the resources to act upon every risk and opportunity. So, organizations have to classify their risks and opportunities to determine priorities for action. Clause 6.1.2 is about the action plans to manage relevant risks and opportunities. For example, in this case, the action plan could be around revamping the production equipment to improve the ability to control product A composition.

I want to know how I can connect in practical the following ISO 9001-2015 Clauses:(8.1) with (9.1 +9.3)

From clause 8.1 I underline the need to define product/service specifications and the need for process operation settings. Then, there is the need to define and implement product/service and process control. For example, your organization performs quality control every hour, and following that control, decisions are made about acting on the process or on the product/service.

Clause 9.1.1 is about planning when to gather information about the process and product performance. For example, someone will monthly collect data about product/service defects, or process productivity. Clause 9.1.3 is about looking into monthly data information and making decisions about the process.

Clause 9.3 is about stepping back, seeing the whole picture about process performance, and connecting with the context, making decisions about the quality management system. For example, what needs to be improved, what is working, and what resources are needed.

The following material will provide you information about the context and the risk-based approach:

- ISO 9001 – How to address risks and opportunities in ISO 9001 - https://advisera.com/9001academy/blog/2016/06/21/how-to-address-risks-and-opportunities-in-iso-9001/
- Free Whitepaper - Case study for ISO 9001:2015 transition in a construction company - https://info.advisera.com/9001academy/free-download/case-study-for-iso-9001-2015-transition-in-a-construction-company
- free online training ISO 9001:2015 Foundations Course – https://training.advisera.com/course/iso-9001-foundations-course/
- Book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/

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Dec 09, 2019

Dec 09, 2019

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