The requirement “8.2 Requirements for Products and Services” is an essential point for any company that wants to improve and deliver conformity to its customers. Throughout it, we will see fundamental aspects to map, understand, and update all deliveries of our organizations. This requirement is fundamental because all activities of a company must revolve around what the customer needs. That is, all activities must revolve around the “requirements” raised and expected by the interested parties, highlighting the customer. This is one of the most extensive items of the standard, so, to not extend too much, in today’s article we will talk about the key aspects that involve it. In addition, we will see an overview of the subitems that compose it, analyzing the subitems (8.2.1, 8.2.2, 8.2.3, and 8.2.4). In this way, we can generally understand how the “8.2 Requirements for Products and Services” works and thus direct business processes. And to start, let’s talk a little about dialogue with the customer!
8.2.1 Communication with the customer
In general, this subitem aims to maintain a good dialogue with the customer to understand what he is looking for, that is, his needs and expectations. Thus, the main focus is “to provide information related to products and services”. For this, it is necessary to map and plan a series of aspects, such as “consultations, contracts or orders, including changes” and the good treatment and control of customer properties (projects, processes, inputs, raw materials, intellectual property among other factors). In addition, this subitem also foresees the need for us to create contingency plans in case something goes wrong.
8.2.2 Determination of requirements related to products and services In subitem 8.2.2
it is specifically stated what must be included among the requirements determined for the supply of its products and services to the customer. Thus, in addition to requirements that meet the needs and expectations of customers themselves, the organization needs to take into account “applicable statutory and regulatory requirements” (taking into account laws, ordinances, and regulations), as well as “those considered necessary by the organization” (requirements that the organization has for itself as important to ensure its operation and good results). Last but not least, the standard also determines that the organization ensures that “it can meet the claims for the products and services it offers”. That is, that it is capable of delivering the requirements raised and offered to the customer, complying with relevant laws and regulations.
8.2.3 Critical analysis of requirements related to products and services
Once the requirements for products and services have been determined, it is then necessary to ensure that they are achievable and deliverable to customers. Something already addressed in the previous subitem. And for the organization to do this consistently and systematically, the standard establishes that a critical analysis of the requirements raised be carried out. The content of this subitem deepens the need to ensure that the company “has the capacity to meet the requirements for products and services to be offered to customers”. This includes aspects such as requirements not stated by the customer, post-delivery activities, and much more. The item also addresses the need for documented acceptance and the importance of critical analysis even on large sales scales, such as internet sales, for example.
8.2.4 Changes in requirements for products and services
Finally, the item addresses the issue of change. It is easy to see that over time, as well as the organization’s own context, the needs and expectations of customers tend to change. With these changes, there is also a need to change the requirements previously determined for products and services. Similarly, many changes can happen on the part of the organization itself to adapt to its context of execution of processes. Thus, the standard determines that “pertinent documented information be amended, and that pertinent people be alerted to the changed requirements”. This aims to ensure adaptation to changes and the continuity of deliveries in compliance with what, possibly, is agreed with the customer.
Paving the way to excellence: the importance of ISO 9001:2015 in defining requirements for products and services
By understanding the requirement “8.2 Requirements for Products and Services” of ISO 9001:2015, it becomes simple to understand the critical importance of it for the success of companies and for customer satisfaction. This requirement therefore serves as a foundation for improving quality and ensuring compliance in all organizational operations. This is because determining requirements is a fundamental step, considering not only the needs of customers but also legal and regulatory requirements. For the organization must ensure that it can consistently and systematically meet these requirements. As customer needs evolve and the business environment transforms, becoming more volatile and complex, the ability to map and deal with changes in requirements for products and services becomes increasingly crucial. And this is where a standard like the renowned ISO 9001:2015 becomes a significant market differentiator!
Adopting ISO 9001:2015 is not just a sensible, intelligent choice, but also a necessity for companies seeking excellence in their processes and wishing to provide the best possible experience to their customers. By following the guidelines of 9001, our companies can establish solid standards, ensure quality, and remain agile in adapting to changes. All this while achieving a high level of excellence, process optimization, and customer satisfaction. All of this generates value and results for all stakeholders. This is the path to long-lasting and sustainable success in all areas, to gaining market trust and our customers!
So, if you want more quality for your company, seek ISO 9001:2015 certification and start your journey towards excellence! And don’t forget that QMS Certification can help you on this path!