Clause 8.2 of ISO 9001:2015 covers customer communication, determining requirements for products and services, and reviewing those requirements before committing to supply. Getting this right prevents downstream quality issues and ensures customer expectations are met consistently.
8.2.1: Customer Communication
Establish processes for communicating with customers about product and service information, handling inquiries, contracts, and orders (including changes), obtaining customer feedback (including complaints), handling or controlling customer property, and establishing specific requirements for contingency actions when relevant.
8.2.2: Determining Requirements
When determining requirements for products and services, the organization must ensure requirements are defined including any applicable statutory and regulatory requirements, and the organization can meet the claims for the products and services it offers.
8.2.3: Review of Requirements
Before committing to supply products or services to a customer, the organization must ensure it has the ability to meet the requirements, including delivery and post-delivery requirements. Requirements must be reviewed even when the customer does not provide a documented statement (e.g., verbal orders).
Best Practices
- Establish a formal contract review or order review process
- Ensure all requirements (stated, implied, statutory, regulatory) are captured
- Resolve differences between order and contract requirements before acceptance
- Maintain records of review results and any new requirements for products/services
- Communicate changed requirements to all relevant personnel
- Use a customer complaints process to capture and act on feedback
Common Pitfalls
- Accepting orders without verifying the organization can meet all requirements
- Not capturing implied or statutory requirements beyond the customer’s explicit requests
- Failing to manage requirement changes after initial acceptance
- Not retaining documented information of review results
Related Ecesis Solutions
Document Management
Version-controlled procedures and records
Audits & Inspections
Schedule, conduct, and track audit findings
Nonconformity Tracking
Report, investigate, and resolve nonconformities
Training Management
Track competence requirements and records
Change Management
Structured review of planned changes
Compliance Obligations
Track requirements and evaluation schedules
