Understanding Planning and Operational Control | Operational Planning Training | ISO 9001 8.2.1
This video adds to understanding planning and operational control related to ISO 9001 element 8.2, Requirements for products and services. This clause consists of four sub-clauses.
• Customer communication
• Determining the requirements for products and services
• Review of the requirements
• and Changes.
We will start this discussion from element 8 2 1 Customer communication. The clause requires that communication with customers include the following:
a) providing information related to products and services.
b) handling inquiries, contracts, or orders, including changes.
c) obtaining customer feedback on products and services, including customer complaints.
d) handling or controlling customer property, and
e) establishing specific requirements for contingency actions when relevant.
Provision of information related to products and services. .
Customer feedback relating to products and services, including customer complaints. Let’s separate feedback and complaints categories for this discussion, as we will discuss complaints in element 10.2, Nonconformity and Corrective Action. A typical process for collecting customer feedback is distributing periodic, quarterly, or annual requests to customers to comment on the quality of your products and services. Typical surveys include questions on satisfaction with recent interactions with the company, how likely the customer will order products or services again, whether they would recommend the company, and others related to understanding planning and operational control.
A typical delivery method for such surveys is a link to the survey in the shipment confirmation e-mail. More sophisticated models, such as the customer satisfaction index (CSI), are also used to collect customer satisfaction data. The CSI model uses weighted attributes that reflect overall customer satisfaction. It does not matter which model you choose for your customer feedback program; be aware of three typical mistakes companies are trapped in.
• One. Respect your customers' time. Too frequent surveys will not help you but may likely irritate the customer. I worked with a few companies that had a limited number of clients. These businesses conducted weekly customer operations meetings and annually sent customer surveys to the same clients.
• Number two. Another issue to remember when designing your surveys is the number of grades you offer a respondent. You have probably seen some surveys that offer a ten-point scale with ratings such as “most likely,” “somewhat likely,” and similar others. Honestly, I always had difficulties telling apart such grades and tossed these surveys.
• The third issue is the number of questions and wordiness.
A requirement to handle or control customer property is a duplicate, as in clause 8.5.3, which refers to property belonging to customers or external providers. So, let’s skip it for now and discuss it later.
The last point, e), is to establish specific requirements for contingency actions when relevant. In the risk assessment process, you may apply considerations for contingency planning using an FMEA tool we covered in previous videos.
Let's summarize our discussion today:
• Establish methods for sharing information relating to your products and services.
• Develop a process for inquiries, contracts, and orders, including changes.
• Choose means of obtaining customer feedback.
• Establish requirements for contingency actions using risk assessment tools.
I hope this helped in understanding planning and operational control process.
Clause 8.1 (1) Operational planning and control
• What is Operational Planning & Control | O...
Lean ISO Management Systems
https://www.leanisomanagementsystems....
Please have a look at all the videos on our channel.
Channel content - YouTube Studio
Amazon - ISO Management Systems: The Lean Revolution book
https://www.amazon.com/ISO-Management...