ISO 9001:2015 Clause 8.2.3 Review of requirements related to products and services

8.2.3.1 The organization shall ensure that it has the ability to meet the requirements for products and services to be offered to customers. The organization shall conduct a review before committing to supply products and services to a customer, to include:

1. requirements specified by the customer, including the requirements for delivery and post- delivery activities;
2. requirements not stated by the customer, but necessary for the specified or intended use, when known;
3. requirements specified by the organization;
4. statutory and regulatory requirements applicable to the products and services;
5. contract or order requirements differing from those previously expressed.

The organization shall ensure that contract or order requirements differing from those previously defined are resolved.

The customer’s requirements shall be confirmed by the organization before acceptance, when the customer does not provide a documented statement of their requirements.
NOTE In some situations, such as internet sales, a formal review is impractical for each order. Instead, the review can cover relevant product information, such as catalogues or advertising material.

8.2.3.2 The organization shall retain documented information, as applicable:

1. on the results of the review;
2. on any new requirements for the products and services.

1) The organization shall ensure that it has the ability to meet the requirements for products and services to be offered to customers.

Ensuring that an organization has the ability to meet the requirements for products and services to be offered to customers is a fundamental aspect of delivering high-quality products and services that satisfy customer needs and expectations. Here are steps and considerations to help ensure this capability:

• Begin by thoroughly understanding the requirements and expectations of your customers. This includes both explicit requirements (specified by customers) and implicit requirements (unstated but implied needs).
• Clearly define the requirements for the products and services you intend to offer. These requirements should align with customer needs and any relevant industry standards or regulations.
• Conduct an internal assessment to evaluate your organization’s current capabilities. This includes assessing your workforce, technology, equipment, infrastructure, and any other resources needed to meet requirements.
• Identify any gaps between your current capabilities and the requirements for your products and services. This helps pinpoint areas that need improvement or enhancement.
• Allocate the necessary resources to bridge the identified gaps. This may involve hiring, training, upgrading technology, or expanding facilities.
• Ensure that processes are well-defined, controlled, and capable of meeting requirements consistently.
• Assess the capabilities of your suppliers and partners. Ensure that they can meet the requirements and quality standards necessary for your products and services.
• Continuously improve your processes to enhance efficiency and effectiveness. Implement lean or Six Sigma principles to eliminate waste and reduce variability.
• Develop a robust testing and validation process to confirm that your products and services meet the defined requirements. This includes product testing, service trials, and validation against customer specifications.
• Maintain comprehensive documentation of your processes, procedures, and quality standards. This documentation should be readily accessible to employees involved in product and service delivery.
• Invest in employee training and skill development to ensure that your workforce has the necessary knowledge and expertise to meet requirements.
• Implement a risk management process to identify, assess, and mitigate risks that could impact your ability to meet requirements.
• Continuously monitor your operations and performance to identify deviations from requirements. Implement corrective and preventive actions as needed.
• Collect and analyze customer feedback to assess whether your products and services meet their expectations. Use this feedback for continuous improvement.
• Stay up-to-date with relevant industry regulations and standards. Ensure that your products and services comply with all applicable requirements.
• Conduct regular management reviews to assess the organization’s ability to meet requirements and make strategic decisions for improvement.
• Consider third-party audits or certifications to validate that your organization meets industry standards and customer requirements.

By following these steps and maintaining a strong commitment to meeting customer requirements, an organization can enhance its ability to consistently deliver products and services that satisfy customer needs and expectations. This, in turn, can lead to improved customer satisfaction and long-term success.

2) The organization shall conduct a review before committing to supply products and services to a customer

Conducting a review before committing to supplying products and services to a customer is a critical step to ensure that the organization can meet the customer’s requirements and expectations effectively. This review process helps prevent misunderstandings, reduces the risk of non-compliance, and contributes to customer satisfaction. Here are the key steps to conducting such a review:

• When a customer submits a request for products or services or places an order, ensure that all relevant information is documented accurately.
• Review the customer’s request or order to assess its completeness and clarity. Ensure that all required information, specifications, and delivery expectations are included.
• Evaluate the availability of the necessary resources, including personnel, materials, equipment, and facilities, to fulfill the customer’s request within the specified timeframe.
• Verify that the proposed products or services comply with technical specifications, quality standards, and any applicable regulatory requirements.
• Assess your organization’s capability to meet the customer’s requirements. Consider factors such as capacity, expertise, technology, and past performance.
• Identify potential risks associated with fulfilling the customer’s request. Evaluate the likelihood and impact of these risks on delivery and customer satisfaction.
• Engage in clear and open communication with the customer. Seek clarification or additional information if necessary to ensure a complete understanding of their needs and expectations.
• Prepare a detailed quotation or proposal outlining the scope of work, pricing, delivery schedules, terms and conditions, and any other relevant information. Ensure that the customer approves and accepts this document.
• Conduct an internal review involving relevant departments, such as sales, production, quality control, and finance. Ensure that all stakeholders agree that the organization can meet the customer’s requirements within the proposed parameters.
• Maintain records of the review process, including meeting minutes, correspondence with the customer, and any revisions made to the proposal or quotation.
• Obtain confirmation from the customer that they are satisfied with the proposed terms and conditions, including pricing and delivery schedules. This can be in the form of a signed contract or purchase order.
• Once the customer has confirmed and accepted the proposal, proceed with accepting the order and committing to supplying the products or services.
• Execute the order in accordance with the agreed-upon terms and conditions. Continuously monitor progress and quality throughout the delivery process.
• Encourage the customer to provide feedback during and after the delivery process. Use this feedback to make improvements and address any issues promptly.
• Maintain comprehensive documentation of the entire process, from the initial review to delivery and customer feedback. This documentation is essential for quality control and auditing purposes.

By following these steps and conducting a thorough review process before committing to supply products and services, the organization can minimize the risk of misunderstandings, enhance customer satisfaction, and ensure that it can fulfill its commitments effectively and in accordance with customer requirements.

3) The review of organization’s product and service shall include requirements specified by the customer, including the requirements for delivery and post- delivery activities

Reviewing an organization’s products and services, including the requirements specified by the customer, is a crucial step in ensuring that the organization can meet customer expectations and deliver high-quality offerings. This review process should encompass all aspects of the customer’s requirements, including those related to delivery and post-delivery activities. Here’s how to conduct such a review:

1. Collect all requirements specified by the customer. These requirements can include technical specifications, quality standards, delivery schedules, packaging instructions, and any post-delivery service or support expectations.
2. Carefully document all customer requirements in a clear and organized manner. Ensure that nothing is overlooked or misinterpreted.
3. Assess the customer’s requirements for clarity, completeness, and feasibility. Seek clarification from the customer if any ambiguities or uncertainties exist.
4. Assemble a cross-functional review team that includes representatives from relevant departments such as sales, production, quality assurance, logistics, and customer support.
5. Ensure that the customer’s requirements are compatible with the organization’s capabilities, resources, and processes. Verify that the organization can realistically meet these requirements.
6. Identify and assess potential risks associated with meeting the customer’s requirements, including those related to delivery and post-delivery activities.
7. Ensure that the organization’s QMS is aligned with customer requirements and can facilitate compliance.
8. Specifically, focus on the requirements related to delivery and post-delivery activities, which may include:
   • Delivery schedules and methods
   • Packaging and labeling instructions
   • Handling of returns or warranty claims
   • Post-delivery support and maintenance
   • Training and documentation for the customer
   • Feedback and complaint handling processes
9. Maintain records of the review process, including meeting minutes, decision points, and any actions taken to address identified issues or risks.
10. Engage in clear and open communication with the customer regarding their requirements. Seek their approval and confirmation that their needs and expectations are accurately understood and addressed.
11. Verify that the customer’s requirements align with any applicable laws, regulations, and industry standards.
12. Obtain formal approval and acceptance from the customer regarding the organization’s plan to meet their requirements. This could involve signed contracts, purchase orders, or other forms of agreement.
13. Implement and monitor the plan to meet the customer’s requirements, including delivery and post-delivery activities, throughout the entire process.
14. Encourage the customer to provide feedback during and after delivery to assess whether their requirements were met and to identify areas for improvement.
15. Use feedback and performance data to drive continuous improvement in processes, products, and services.
16. Maintain comprehensive documentation of the entire review and implementation process, including all customer communications and actions taken.

By conducting a thorough review of the organization’s products and services, including customer-specified requirements for delivery and post-delivery activities, the organization can enhance customer satisfaction, minimize risks, and consistently meet or exceed customer expectations.

4) The review of organization’s product and service shall include requirements not stated by the customer, but necessary for the specified or intended use, when known;

Reviewing an organization’s products and services to include requirements not explicitly stated by the customer but necessary for the specified or intended use is essential for ensuring that the offerings meet both customer expectations and relevant quality, safety, and regulatory standards. These additional requirements are often referred to as “implicit” or “unstated” requirements. Here’s how to incorporate them into the review process:

1. Identify Implicit Requirements: Assemble a cross-functional team that includes individuals with expertise in the product or service being reviewed. This team should brainstorm and identify any requirements that may not be explicitly stated by the customer but are crucial for the intended use.
2. Consider Industry Standards and Regulations: Review industry standards, regulations, and best practices that may apply to the product or service. Identify any requirements mandated by these external sources that should be considered.
3. Historical Data and Feedback: Analyze historical data, customer feedback, and lessons learned from previous projects or similar products and services. This information can reveal implicit requirements that have been critical in the past.
4. Risk Assessment: Conduct a risk assessment to identify potential risks associated with the product or service. Some of these risks may relate to unmet implicit requirements, so it’s crucial to consider them in the review.
5. Cross-Reference with Customer Requirements: Cross-reference the identified implicit requirements with the explicit requirements specified by the customer. Ensure that they align and do not conflict with each other.
6. Quality and Safety Considerations: Pay special attention to quality and safety considerations, as these often involve implicit requirements. Consider aspects such as durability, reliability, and safety features that may not be explicitly requested by the customer but are essential for the intended use.
7. Usability and User Experience: Evaluate usability and user experience factors, which can be implicit requirements. Consider factors like user interface design, accessibility, and ergonomics to enhance customer satisfaction.
8. Environmental Impact: Assess the environmental impact of the product or service. Implicit requirements related to sustainability, recycling, or energy efficiency should be considered.
9. Documentation: Document all identified implicit requirements, along with the rationale for their inclusion. Maintain clear records of this information for reference and auditing purposes.
10. Customer Communication: Engage in open and transparent communication with the customer to discuss these implicit requirements, especially if they may affect the product or service’s design, cost, or timeline.
11. Customer Agreement:Seek the customer’s agreement or acknowledgment of these implicit requirements, even if they are not explicitly stated in the initial request. This can be documented through change orders or updated project specifications.
12. Incorporate into Design and Development: Integrate the implicit requirements into the design and development processes, ensuring that they are addressed during product or service creation.
13. Testing and Validation: Validate that the implicit requirements are met through thorough testing and validation procedures.
14. Continuous Monitoring and Improvement: Continuously monitor performance and customer feedback to ensure that implicit requirements are being met. Use feedback for ongoing improvement efforts.
15. Documentation and Record Keeping: Maintain comprehensive documentation of all implicit requirements, how they were addressed, and any related customer communications.

By systematically identifying, addressing, and documenting implicit requirements in the review process, an organization can enhance the quality, safety, and overall performance of its products and services, ultimately leading to greater customer satisfaction and compliance with industry standards.

5) The review of organization’s product and service shall include requirements specified by the organization

Reviewing an organization’s products and services to include requirements specified by the organization itself is a critical step in ensuring that the offerings align with the organization’s goals, quality standards, and operational capabilities. These internally specified requirements may relate to processes, performance criteria, and other factors essential for delivering products and services that meet organizational objectives. Here’s how to incorporate these requirements into the review process:

• Gather all requirements specified by the organization itself. These requirements are often driven by internal processes, policies, and quality standards.
• Clearly document all internally specified requirements in a standardized format. Ensure that these requirements are well-defined, measurable, and aligned with the organization’s strategic objectives.
• Cross-reference the internally specified requirements with the requirements specified by the customer and any implicit requirements identified in the previous steps. Verify that they are all compatible and do not conflict with each other.
• Ensure that the internally specified requirements are integrated into the organization’s Quality Management System . This helps in monitoring and controlling these requirements effectively.
• Evaluate whether the organization’s internal processes are aligned with the internally specified requirements. This may involve process reengineering or improvement initiatives.
• Allocate the necessary resources, such as personnel, technology, and infrastructure, to meet the internally specified requirements effectively.
• Define key performance indicators (KPIs) and metrics to measure compliance with internally specified requirements. These metrics can help in monitoring and continuous improvement efforts.
• Provide training and skill development opportunities to employees to ensure that they understand and can adhere to the internally specified requirements.
• Assess potential risks associated with meeting the internally specified requirements. Develop strategies to mitigate these risks.
• Ensure that all relevant departments and teams within the organization are aware of and aligned with the internally specified requirements. Communication is crucial for effective implementation.
• Integrate the internally specified requirements into the design, development, and delivery processes of the products and services.
• Validate that the internally specified requirements are met through thorough testing and validation procedures.
• Continuously monitor performance and compliance with internally specified requirements. Use feedback and data to drive continuous improvement efforts.
• Maintain comprehensive documentation of all internally specified requirements, how they were addressed, and any related actions taken to meet them.
• Conduct periodic management reviews to assess the organization’s performance in meeting internally specified requirements and make strategic decisions for improvement.

6) Reviewing an organization’s products and services to include statutory and regulatory requirements applicable to the products and services

Reviewing an organization’s products and services to ensure compliance with statutory and regulatory requirements is essential to avoid legal issues, maintain quality, and build trust with customers and stakeholders. Here’s how to incorporate statutory and regulatory requirements into the review process:

1. Begin by identifying all relevant statutory and regulatory requirements that apply to your products and services. This may include local, national, and international laws, industry-specific standards, and quality regulations.
2. Clearly document all relevant statutory and regulatory requirements in a structured manner. Ensure that these requirements are up-to-date and accessible to the relevant teams.
3. Cross-reference the regulatory requirements with the requirements specified by the customer and any internally specified requirements. Verify that they are all compatible and do not conflict with each other.
4. Assess potential risks associated with non-compliance with statutory and regulatory requirements. Develop strategies to mitigate these risks.
5. Integrate regulatory requirements into your organization’s Quality Management System. Ensure that processes and procedures are designed to comply with these requirements.
6. Allocate the necessary resources, including personnel, technology, and tools, to ensure compliance with statutory and regulatory requirements.
7. Implement monitoring and reporting mechanisms to track compliance with regulatory requirements. Set up reporting intervals and responsible individuals or teams for reporting.
8. Provide training and awareness programs to employees to ensure that they understand the regulatory requirements relevant to their roles and responsibilities.
9. Maintain accurate and up-to-date records of compliance efforts, including audits, inspections, and corrective actions taken to address non-compliance.
10. Consider third-party audits or certifications to validate compliance with specific regulatory requirements, especially if your industry requires such certifications.
11. Continuously monitor performance against regulatory requirements and seek opportunities for improvement. Use feedback and data to drive these improvements.
12. Establish clear communication channels with relevant authorities or regulatory bodies to stay informed about changes in regulations and to report compliance as required.
13. If applicable, involve your organization’s legal and compliance department in the review process to provide guidance on legal matters and ensure ongoing compliance.
14. Conduct periodic management reviews to assess the organization’s performance in meeting statutory and regulatory requirements and make strategic decisions for improvement.
15. Consider ethical and social responsibility aspects in addition to legal and regulatory requirements. Ensure that your products and services align with ethical standards and societal expectations.

By systematically incorporating statutory and regulatory requirements into the review process, an organization can reduce legal risks, demonstrate its commitment to compliance, and enhance the overall quality and integrity of its products and services. This not only helps ensure legal compliance but also contributes to the organization’s reputation and customer trust.

7) Reviewing an organization’s products and services to include contract or order requirements differing from those previously expressed.

Reviewing an organization’s products and services to include contract or order requirements differing from those previously expressed is crucial for avoiding misunderstandings, managing changes effectively, and ensuring that customer expectations are met. Here’s a structured approach to incorporate such differing contract or order requirements into the review process:

1. Identify Changes in Contract or Order: As soon as you receive a contract or order from a customer, carefully review it to identify any requirements that differ from what was previously discussed or agreed upon. These changes can include modifications in specifications, quantities, delivery dates, pricing, or any other terms and conditions.
2. Document All Changes: Document all differing requirements in a clear and organized manner. Ensure that every change is documented, no matter how minor it may seem.
3. Cross-Reference with Previous Agreements: Cross-reference the differing contract or order requirements with any previous agreements, proposals, or communications between your organization and the customer. Identify the points of divergence and assess their impact.
4. Assess Feasibility and Impact: Assess the feasibility and potential impact of the differing requirements on your organization’s ability to fulfill the contract or order. Consider factors such as resource availability, production processes, and any potential risks or delays.
5. Risk Assessment: Conduct a risk assessment to identify any potential risks associated with accommodating the differing requirements. Develop strategies to mitigate these risks.
6. Resource Allocation and Planning: Allocate the necessary resources, adjust production schedules, or modify processes as needed to accommodate the changes. Update your production and delivery plans accordingly.
7. Communication with the Customer: Engage in open and transparent communication with the customer regarding the differing requirements. Seek clarification and confirm the changes to ensure that both parties have a mutual understanding.
8. Amendment or Change Order: If the differing requirements are significant, consider preparing an amendment or change order to the original contract or order. This document should outline the changes, their impact on cost and schedule, and both parties’ agreement to proceed.
9. Implementation: Implement the necessary changes in your production processes, quality control measures, and any other relevant areas to meet the differing requirements.
10. Approval and Documentation: Obtain approval and signatures from both parties (your organization and the customer) on any amendment or change order. Ensure that all parties involved are aware of and agree to the changes.
11. Testing and Validation: Ensure that the products or services conform to the differing requirements by conducting appropriate testing and validation processes.
12. Continuous Monitoring and Reporting: Continuously monitor progress and compliance with the differing requirements. Maintain clear records of any actions taken, changes implemented, and communication with the customer.
13. Documentation and Record Keeping: Maintain comprehensive documentation of the entire process, including the differing requirements, change orders, and any related communication.
14. Customer Feedback and Satisfaction: Solicit feedback from the customer regarding their satisfaction with the changes and whether the differing requirements have been met to their expectations.
15. Lessons Learned: Conduct a post-project review to capture lessons learned and identify areas for improvement in managing changes to contract or order requirements.

By systematically reviewing and managing differing contract or order requirements, an organization can maintain flexibility, adapt to changing customer needs, and ensure that it delivers products and services that meet both customer expectations and contractual obligations. This process also helps build stronger customer relationships based on transparency and responsiveness.

8) The organization shall ensure that contract or order requirements differing from those previously defined are resolved.

Resolving contract or order requirements that differ from those previously defined is a critical aspect of effective contract management and customer satisfaction. Here’s a structured approach to ensure that such differing requirements are resolved:

1. Identification of Differing Requirements: As soon as differing requirements are identified in a contract or order, document them clearly and comprehensively.
2. Assessment of Impact: Evaluate the impact of these differing requirements on the organization’s ability to fulfill the contract or order. Consider factors such as resource availability, production processes, timelines, and potential risks.
3. Cross-Reference with Previous Agreements: Cross-reference the differing requirements with any previous agreements, proposals, or communications between your organization and the customer to understand the context and implications.
4. Communication with the Customer: Initiate open and transparent communication with the customer to discuss the differing requirements. Seek clarification and confirmation from the customer to ensure a shared understanding of the changes.
5. Negotiation and Agreement: If the differing requirements require changes to the contract terms or scope of work, negotiate with the customer to reach an agreement on how to proceed. This may involve discussions on pricing adjustments, delivery schedules, or other contract terms.
6. Document the Resolution: Document the resolution of differing requirements, including any changes to the contract or order. Ensure that both parties are in agreement and that the resolution is clearly documented.
7. Amendment or Change Order: If necessary, prepare an amendment or change order to the original contract or order. This document should detail the agreed-upon changes, their impact on cost and schedule, and both parties’ consent to proceed.
8. Approval and Signatures: Obtain approval and signatures from both parties (your organization and the customer) on any amendment or change order. This formalizes the resolution and ensures all parties are bound by the agreement.
9. Implementation: Implement the changes specified in the resolution. Adjust production processes, quality control measures, and other relevant aspects of the project to align with the resolved requirements.
10. Testing and Validation: Ensure that the products or services conform to the resolved requirements through appropriate testing and validation processes.
11. Continuous Monitoring and Reporting: Continuously monitor progress and compliance with the resolved requirements. Maintain clear records of actions taken and any communication related to the resolution.
12. Documentation and Record Keeping: Maintain comprehensive documentation of the entire resolution process, including the differing requirements, change orders, and any related communication.
13. Customer Feedback and Satisfaction: Solicit feedback from the customer regarding their satisfaction with the resolution and whether the resolved requirements have been met to their expectations.
14. Lessons Learned: Conduct a post-project review to capture lessons learned and identify areas for improvement in managing differing requirements in contracts or orders.

By following this structured approach, an organization can effectively resolve differing contract or order requirements, maintain clear communication with the customer, and ensure that both parties are satisfied with the agreed-upon resolution. This approach also helps in building stronger customer relationships based on trust and flexibility in responding to changing needs.

9) The customer’s requirements shall be confirmed by the organization before acceptance, when the customer does not provide a documented statement of their requirements.

Confirming the customer’s requirements when they do not provide a documented statement is a crucial step in ensuring that the organization fully understands and can meet the customer’s needs and expectations. Here’s a structured approach to confirming these requirements:

1. Initiate Communication: As soon as you receive an order or inquiry from a customer that lacks a documented statement of requirements, initiate communication with the customer. This can be done through phone calls, emails, or in-person meetings.
2. Designated Contact Person: Appoint a designated contact person within your organization to interact with the customer. This person should have a thorough understanding of your products or services and can effectively gather information from the customer.
3. Open Dialogue: Engage in an open and constructive dialogue with the customer. Seek to understand their needs, preferences, and expectations regarding the product or service they are interested in.
4. Ask Probing Questions: Ask probing questions to elicit detailed information from the customer. Encourage them to provide specifics about their requirements, including functionality, quality, quantity, and any unique preferences.
5. Document Conversations: Keep detailed records of all conversations and correspondence with the customer. Document the information provided by the customer to ensure accuracy and clarity.
6. Summarize and Confirm: Summarize the customer’s requirements in writing and share this summary with the customer for confirmation. This summary should include all relevant details discussed during your interactions.
7. Seek Clarification and Agreement: Seek the customer’s feedback and confirmation regarding the summarized requirements. If there are any discrepancies or areas of uncertainty, clarify them with the customer.
8. Customer Acknowledgment: Obtain a written acknowledgment or acceptance from the customer once they confirm that the summarized requirements align with their expectations. This can be in the form of an email response, signed document, or purchase order.
9. Record Keeping: Maintain clear records of the confirmed customer requirements, including all communication, summaries, and confirmations. These records serve as a reference for both parties.
10. Quality Assurance: Ensure that the confirmed customer requirements align with your organization’s quality standards, processes, and capabilities. Make any necessary adjustments to ensure compliance.
11. Regular Updates: Keep the customer informed throughout the process, especially if there are changes or updates to the requirements. Maintain open and transparent communication.
12. Implementation: Implement the customer’s confirmed requirements in your product or service development process, ensuring that they are met and verified during production or service delivery.
13. Customer Satisfaction: After delivery, solicit feedback from the customer to confirm that their requirements were indeed met and that they are satisfied with the product or service.
14. Continuous Improvement: Use customer feedback and lessons learned to improve your process for confirming requirements in future interactions.

By following this structured approach, organizations can effectively confirm and align with the customer’s requirements even when they do not provide a documented statement. This process helps mitigate misunderstandings, enhance customer satisfaction, and build trust through clear and proactive communication.

10) In some situations, such as internet sales, a formal review is impractical for each order. Instead, the review can cover relevant product information, such as catalogues or advertising material.

In situations like internet sales or high-volume transactions where conducting a formal review for each individual order is impractical, it is indeed more efficient to rely on established product information, such as catalogs or advertising materials, to ensure that customer expectations are met. Here’s how to effectively manage this process:

1. Detailed Product Information: Ensure that your organization’s catalogs, product listings, and advertising materials provide comprehensive and accurate information about the products or services you offer. Include details about features, specifications, pricing, availability, and any terms and conditions.
2. Online Product Descriptions: Maintain an updated and user-friendly online platform where customers can easily access detailed product descriptions, high-quality images, and pricing information. This platform should serve as a reliable reference for customers.
3. Transparency and Clarity: Ensure that the product information is presented transparently and clearly. Avoid ambiguities or misleading statements that could lead to misunderstandings.
4. Terms and Conditions: Clearly outline terms and conditions, including shipping policies, return policies, warranties, and any other relevant information that customers need to be aware of before making a purchase.
5. Customer Communication: Encourage customers to review the product information and terms and conditions before completing their purchase. Provide easy access to contact information for customer inquiries or clarifications.
6. Customer Confirmation: Upon checkout or before finalizing an order, prompt customers to confirm that they have reviewed and understood the product information and terms. This can be achieved through checkboxes or confirmation buttons.
7. Order Confirmation Emails: Send automated order confirmation emails that summarize the customer’s purchase details, including product descriptions, quantities, prices, and estimated delivery times. This serves as a final opportunity for customers to review their orders.
8. Customer Support: Have a responsive customer support team in place to address customer inquiries and concerns promptly. Ensure that customers have access to assistance if they require clarification or assistance with their orders.
9. Feedback Mechanisms:Encourage customers to provide feedback on their shopping experience. Use feedback to continuously improve product information, website usability, and customer support.
10. Monitoring and Quality Control:Regularly monitor the accuracy and relevance of your product information and advertising materials. Update them as necessary to reflect changes in products or services.
11. Legal Compliance: Ensure that your product information, advertising, and online sales practices comply with all relevant legal and regulatory requirements, including consumer protection laws.
12. Record Keeping:Maintain records of product information, advertising materials, and customer communications to track and resolve any disputes or discrepancies that may arise.

While a formal review of each order may not be practical in internet sales scenarios, providing clear, accurate, and easily accessible product information and terms can go a long way in meeting customer expectations and minimizing misunderstandings. Effective communication and customer support remain key components of ensuring a positive customer experience in such situations.

11) The organization shall retain documented information, as applicable on the results of the review; and on any new requirements for the products and services.

Retaining documented information on the results of the review and any new requirements for products and services is essential for compliance with ISO 9001:2015. Here’s how an organization can fulfill these requirements:

a) Retaining Documented Information on the Results of the Review:

• Document Review Outcomes: After conducting a review of customer requirements, document the outcomes and findings of the review. This documentation should include details of any identified discrepancies, ambiguities, changes, and clarifications related to customer requirements.
• Structured Record Keeping: Maintain records of the review outcomes in a structured and organized manner. This may involve electronic document management systems or physical files, depending on the organization’s preferences and policies.
• Traceability: Establish traceability between the documented review outcomes and the corresponding actions taken to address any discrepancies or changes in requirements. This helps in demonstrating the organization’s responsiveness.
• Retention Period: Determine the appropriate retention period for these records, which may vary depending on organizational policies, industry regulations, and the specific nature of the products or services. ISO 9001:2015 does not prescribe a specific retention period, so organizations should align this with their needs.
• Accessibility: Ensure that the records are readily accessible to authorized personnel within the organization, especially those involved in product or service delivery, quality assurance, and customer communication.
• Protection and Security: Implement measures to protect and secure these records from unauthorized access, damage, or loss. This may include digital encryption, password protection, or physical storage security.
• Regular Review: Periodically review the retained records to ensure their accuracy, completeness, and relevance. Make updates or revisions as necessary.
• Compliance Audits: Prepare for compliance audits by maintaining well-organized and up-to-date records. This demonstrates the organization’s adherence to ISO 9001 requirements.
• Legal and Regulatory Considerations: Consider any legal or regulatory requirements that may dictate the retention period for certain records, especially those related to contracts and customer agreements.

b) Retaining Documented Information on Any New Requirements for Products and Services:

• Documentation of New Requirements: Whenever new requirements emerge as a result of the review process or subsequent customer interactions, document these requirements clearly and comprehensively. Ensure that all relevant details are captured.
• Structured Record Keeping: Maintain records of new requirements in a structured and organized manner. These records should be easily retrievable when needed.
• Traceability: Establish traceability between the documented new requirements and any actions taken to incorporate these requirements into the organization’s processes and procedures.
• Retention Period: Determine the appropriate retention period for records of new requirements, which may align with the retention period for records of review outcomes.
• Accessibility: Ensure that records of new requirements are accessible to relevant personnel involved in product or service development and delivery.
• Protection and Security: Implement measures to protect and secure records of new requirements, just as with other sensitive documents.
• Regular Review: Periodically review records of new requirements to ensure that they remain accurate and up to date.
• Compliance Audits: Use records of new requirements to demonstrate compliance with ISO 9001 and customer expectations.

By implementing these practices, organizations can effectively retain documented information on the results of the review and any new requirements for products and services. This not only supports ISO 9001 compliance but also contributes to improved customer satisfaction, efficient problem resolution, and better product and service quality. Here is an overview of the documents and records typically associated with Clause 8.2.3:

Documents:

1. Quality Manual (if applicable): A document that outlines the organization’s quality management system (QMS) and its approach to reviewing and meeting customer requirements.
2. Procedure for Review of Requirements: A documented procedure that describes how the organization reviews customer requirements, including the process for identifying, documenting, and confirming these requirements.
3. Customer Communication Records: Records of communication with customers regarding their requirements, which may include emails, letters, meeting minutes, and phone call logs.
4. Records of Customer Requirements: Documents that capture customer requirements, which may include purchase orders, contracts, technical specifications, drawings, and other relevant documents.
5. Product or Service Information: Detailed product or service descriptions, including specifications, features, and performance criteria, to aid in understanding and meeting customer requirements.

Records:

1. Records of the Review of Customer Requirements: Records of the review process, including details of how customer requirements were assessed for clarity, completeness, and feasibility.
2. Records of Identified Differing Requirements: Records of any customer requirements that differ from previously expressed requirements, along with how these differences were addressed and resolved.
3. Records of Customer Confirmation: Evidence of customer acknowledgment or confirmation that their requirements have been understood and will be met.
4. Records of Changes and Amendments: Records of any changes or amendments made to customer requirements, including the reasons for the changes and customer approval or agreement.
5. Records of Continuous Improvement: Records of actions taken to improve the review process and ensure better alignment with customer requirements, including feedback received from customers and internal reviews.
6. Records of Contract or Order Fulfillment: Records that demonstrate the organization’s compliance with customer requirements throughout the product or service lifecycle, including production, delivery, and post-delivery activities.

It’s essential to note that ISO 9001:2015 encourages organizations to tailor their documentation and record-keeping practices to their specific needs and processes. Therefore, the exact documents and records required may vary depending on the organization’s size, complexity, industry, and the nature of its products or services.The key objective of Clause 8.2.3 is to ensure that organizations have processes in place to review and confirm customer requirements, resolve any differences, and maintain records to demonstrate compliance with these requirements. This supports the overarching goal of meeting customer satisfaction and delivering high-quality products or services.