www.generationnext.

in

Understanding ISO 9001:2015

8.2.1 Customer communication
Before you get into this clause please reread:
Clause 7.4 communications which deals with general
requirements for external and internal communications;
and
Clause 5.1.2 customer focus - which deals with internal
communications of customer requirements and expectations
throughout the organization.
Clause 8.2.1 deals with the interface between your
organization and your customer. Depending on your business
and industry, customer communication can take place in many
ways. These include:
Providing information with regard to your products
and services such as product and service catalogues,
product brochures, product samples, product drawings and
specifications, website information, customer visits by use
of marketing, sales and product/project engineering reps,
etc;
Handling enquiries, contracts and orders, including
changes . This includes sales calls, online order entry,
order desk, order processing, website, CRM software,
automatic inventory replenishment, responses to emails,
attachments, PO's, RFQ's, order confirmation, change
requests and change orders, meetings with customer
engineering and other departments, order status and
shipment notification, etc;
Obtaining customer feedback relating to PS and
support, including customer complaints. This includes
surveys, project feedback, telephone surveys, visits to
customer locations, feedback on each shipment; See clause
9.1.2 for more details.
Customer complaints - Having a process for dealing with
customer complaints including return material
authorizations, dealing with warranty and past warranty
claims, field returns, complaint escalation process,
India: C 905 Krishna Appra Saphire, Vaibhav Khand, Indirapuram. Ghaziabad. UP. India
1 .No. 16, First Floor, 70 HK Bld, Y M Road, Masjid Bunder, West Mumbai, India
UAE: Spark International FZE, PO Box 16111, RAK FTZ, RAK-UAE.
Algeria: No: 2 Etage Batimet Billayat, Cite Eyalarsa, SETIF, ALGERIA.
 www.generationnext.in

installation, start-up and commissioning arrangements,

witness testing, etc;
Handling and controlling customer property . This is
covered in detail under clause 8.5.3. This clause requires
notifying appropriate customer personnel when property
provided by them is lost, damaged, stolen or otherwise
unsuitable for use. Methods of communication may include
phone, email, computerized notification, online access to
and status of customer provided property, customer visit to
organization site, etc;
Contingency actions are back up plans and actions to
deal with unavoidable events that may disrupt an
organizations normal operations. Your business and
specifically the provision of products and services may be
interrupted for various reasons (strikes, natural disasters,
supplier issues, machine breakdowns, etc.) You must notify
your customer when such situations may cause delays in
processing customer orders.

India: C 905 Krishna Appra Saphire, Vaibhav Khand, Indirapuram. Ghaziabad. UP. India
2 .No. 16, First Floor, 70 HK Bld, Y M Road, Masjid Bunder, West Mumbai, India
UAE: Spark International FZE, PO Box 16111, RAK FTZ, RAK-UAE.
Algeria: No: 2 Etage Batimet Billayat, Cite Eyalarsa, SETIF, ALGERIA.