Norma ISO 9001. Requisitos para los productos y servicios. 8.2. ISO 9000:2015

8.2 Requirements for Products and Services

Communication with the Customer

• The section emphasizes that processes derived from clause 8 are known as value chain processes, which accumulate attributes determining final products or services.

• Gathering comprehensive information about customer requirements is crucial to ensure satisfaction and minimize project issues caused by poor communication.

• Clear and timely communication regarding products or services is essential, including updates on contract compliance, orders, or requested changes.

• Continuous feedback from customers should be included in communications, covering complaints, compliments, and necessary adjustments like delivery dates or costs.

• Organizations should establish agreed-upon communication channels for handling contingencies related to products or services.

Determining Requirements for Products and Services

• Section 8.2.2 focuses on identifying customer-established requirements while also considering legal and regulatory obligations applicable to the offered products/services.

• Prior to gathering customer requirements, organizations must understand relevant legal requirements such as licenses and certifications to avoid non-compliance issues.

• Internal organizational requirements (e.g., budget constraints, production capacity) must also be considered before committing to service offerings.

• Globalization introduces diverse cultural factors that can influence product/service generation; quality management systems must account for these aspects.

• Organizations need clarity on their ability to meet declared product/service specifications to prevent unintentional misrepresentations.

Review of Requirements for Products and Services

• Section 8.2.3 discusses the necessity of reviewing an organization’s capability to fulfill specified customer requirements effectively.

• This review includes not only client-specified needs but also implicit necessities required for intended use (e.g., structural stability in housing).

• Legal compliance remains a critical factor during this review process before delivering any product or service.

• Any agreements made between clients and organizations that aren't documented in contracts should be acknowledged during reviews as they may impact client satisfaction or budgets.

Revisiting Requirements in Project Management

Importance of Requirement Reviews

• New client or organizational requirements necessitate a thorough review process to ensure all aspects are addressed.

• Documented information must be preserved during these reviews to maintain a clear record of changes and decisions made.