It would be interesting to know from you the best way of addressing the requirements of clause 7.1.6 and the matrix that can be used for addressing the CSR i.e. customer specific requirements 22.214.171.124d?
When it comes to the organizational knowledge, the standard is rather vague. This allows organizations freedom id deciding how to identify the knowledge and provide access to it for the relevant people. For example, consider one process from your company. Then, list all activities performed in that process. For each activity, identify which function perf, list what kind of knowledge someone on those functions has to have in order to perform those activities competently. That knowledge can include things like:
- knowing work instructions;
- having a professional certificate considering the person as a professional welder;
- knowing how to operate certain machines;
- knowing how to control the quality of certain parts;
- Knowing how to identify, segregate and manage nonconformance parts.
When you identify organizational knowledge y ou do not consider any person in particular, you are using abstract thinking. What kind of knowledge s hould have anyone performing that function.
Then, look at the actual performance of the process and to the actual persons performing those functions. Do they have the right amount of knowledge? Are they competent enough? Remember, you can have competent people working in a process and because your company becomes more demanding at performance, perhaps those some people become non-competent.
When it comes to requirement 126.96.36.199.d) the easiest approach is to create a matrix where in one column you will list your processes and in the second column you can put relevant CSRs for each process. In addition you can put responsible person for compliance with each of customer specific requirements. The main input for this matrix is identification of interested parties and their needs and expectations, if it is done properly, you can use list of interested parties and their needs and expectations to meet this requirement. Basically the CSR matrix is more detailed examination of needs and expectations of one group of interested parties - customers.