The requirement ‘8.2 Requirements for products and services’ is an essential point for any company that wants to improve and deliver compliance to its customers. Throughout it, we will see fundamental aspects to map, understand, and update all deliveries from our organizations.
This requirement is fundamental because all activities of a company should revolve around what the customer needs. In other words, all activities should revolve around the ‘requirements’ raised and expected by the stakeholders, highlighting the customer.
This is one of the most extensive items in the standard, so, to avoid being too lengthy, today’s article will discuss 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 good dialogue with the customer in order to understand what they are looking for, that is, their 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 ‘inquiries, contracts or orders, including changes’ and the proper treatment and control of the customer’s properties (designs, processes, inputs, raw materials, intellectual property among other factors). Moreover, this subitem also foresees the need 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 should be included among the determined requirements for the provision of products and services to the customer.
Thus, in addition to requirements that meet the needs and expectations of the customers themselves, the organization needs to take into account ‘applicable statutory and regulatory requirements’ (considering relevant laws, ordinances, and regulations), as well as ‘those considered necessary by the organization’ (requirements that the organization deems important for itself to ensure its operation and good results).
Finally, but no less important, 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 Review 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, a topic already covered in the previous subitem. To enable the organization to do this consistently and systematically, the standard establishes that a critical analysis of the raised requirements should be conducted.
The content of this subitem delves into the need to ensure that the company ‘has the capacity to meet the requirements for products and services to be offered to customers’. It includes developments of this aspect, such as requirements not declared by the customer, post-delivery activities, and much more.
The item also addresses the necessity of documented acceptance and the importance of critical analysis even on large scales of sales, such as in 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 context of the organization itself, the needs and expectations of customers tend to change.
With these changes, there also arises the need to alter the previously determined requirements for products and services. Similarly, many changes can occur on the part of the organization itself to adapt to its context of process execution.
Therefore, the standard determines that ‘relevant documented information be amended, and that pertinent persons be alerted of the changed requirements’. This aims to ensure adaptation to changes and the continuity of deliveries in compliance with what may be agreed upon with the customer.
Paving the Way to Excellence: The Importance of ISO 9001:2015 in Defining Requirements for Products and Services
Understanding the requirement ‘8.2 Requirements for products and services’ of ISO 9001:2015 makes it easy to comprehend its critical importance for the success of businesses and customer satisfaction. This requirement thus serves as a foundation to improve quality and ensure compliance in all organizational operations.
This is because the determination of requirements is a fundamental step, considering not only the needs of customers but also legal and regulatory requirements. The organization must ensure that it can fulfill these requirements consistently and systematically.
As customer needs evolve and the business environment transforms, becoming more volatile and complex, the ability to map and handle 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 wise, 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 this generates value and results for all stakeholders. This is the path to lasting and sustainable success in all areas, to earning the trust of the market and our customers!
So, if you want more quality for your company, seek ISO 9001:2015 certification and begin your journey towards excellence! And don’t forget that QMS Certification can help you on this path!
