ISO 7.2.2 &7.2.3 Contract Review and Customer Communication
Stop before you take that order or sign that contract!
Common sense and ISO 9001:2008 require you to review and ensure that you can fill all requirements before the order is accepted (even if this is repeat order).
1. Make sure that the product requirements are defined. (see April 23 Blog on Product Requirements)
2. Ensure that all conflicts are resolved. This includes delivery dates and quantity.
3. Ensure that you have the ability to meet the requirements as defined
Records are the review and resulting actions must be kept.
Should something change, say your customer pulls in the order date, you must ensure that all relevant documents are amended and the appropriate people notified.
One note: In some cases, such as internet sales for catalogue items, a formal review is not needed. The catalogue itself or advertising material can be used as evidence.
Customer communication goes hand in hand with this. You are required to determine and implement effective process communicating the following with your customers:
1. Product information
2. Enquires, contract and order handing
3. Complaints or other feedback
Carrie’s Catering Does It Right
Carrie’s Catering serves Cape Cod area events for up to 500 people. The company has an interactive website to showcase available services and allow for the initial inquires as well as a vehicle for both customer testimonials and complaints.
Once the initial contact has been made via the website, phone or in person, Carrie or her assistant sits down with each potential client to define all product requirements including venue, dietary requirements, date, service requirements and any additional requirements
She then reviews these requirements with the appropriate people on staff and writes up the formal contract which is reviewed with and signed off by the client.
And changes must be requested in writing and approved by both parties.
This careful planning and attention to detail ensure provides Carrie with the information needed to provide for a spectacular event, delighted customers, and great word of mouth advertisement.
She does both her Beef Wellington and her contract review right!
Next time, our ISO 9001 primer will take us to Design and Development.
Remember, we are always here to help your business with its own Quality Journey
Regards,
DonnaLynn