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Understanding ISO 9001:2015

8.2.2   Requirements for product and services  

Organizations typically offer a range of products and services through their marketing materials, websites, etc. All such products and services must be clearly defined in terms of their various dimensional, functional and other performance characteristics as well as meeting applicable regulatory, statutory and interested party requirements. 

Additionally, as discussed below under capability and capacity, your organization must ensure it can meet such claims. The review of customer orders must ensure that the products and services ordered match those offered in your product catalogue or brochure. If it is a custom job, your organization must ensure that a technical review (capability and capacity) is also done prior to order acceptance

There may be many requirements (e.g. for medical products and services, electronics or complex machinery and equipment) that are not stated by customers but necessary for their specified or intended use. Such unstated requirements of products and services are usually built into their design and validated (see clause 8.3 design and development) prior to being made available for sale.

Adequate organizational (admin, technical and production) capability to produce the products and services it contracts to provide customers.

Adequate organizational (admin, technical and production) capacity to provide the products within the time frame contracted with customers.

It is the responsibility of top management to plan for, obtain and make available adequate resources to provide the products and services it agrees to provide customers. 

Make sure you do your due diligence and risk analysis (availability of physical and financial resources, sufficient time line, technical capabilities, etc) before you commit to contractual arrangements. I have seen many companies get into serious financial trouble for taking on large projects or getting shoddy outsourced products, because they did not assess all the risks.   

This article is an extract from my eCourse “Understanding ISO 9001:2015”. The rest of the article on this clause discusses in detail the specific controls to address each of the specific requirements of clause 8.2.2.

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