Customer-related processes in AS9100 standard
Customer-related processes in AS9100 standard
Clause 7.2
7.2.1 Determination of requirements related to the product
The organization shall determine
a) requirements specified by the customer, including the requirements for delivery and post-delivery activities,
b) requirements not stated by the customer but necessary for specified or intended use, where known,
c) statutory and regulatory requirements related to the product, and
d) any additional requirements determined by the organization.
7.2.2 Review of requirements related to the product
The organization shall review the requirements related to the product. This review shall be conducted prior to the organization’s commitment to supply a product to the customer (e.g. submission of tenders, acceptance of contracts or orders, acceptance of changes to contracts or orders)
… and shall ensure that a) product requirements are defined,
… and shall ensure that b) contract or order requirements differing from those previously expressed are resolved,
… and shall ensure that c) the organization has the ability to meet the defined requirements, and
… and shall ensure that d) risks (e.g., new technology, short delivery time scale) have been evaluated.
Records of the results of the review and actions arising from the review shall be maintained (see 4.2.4).
Where the customer provides no documented statement of requirement, the customer requirements shall be confirmed by the organization before acceptance.
Where product requirements are changed, the organization shall ensure that relevant documents are amended and that relevant personnel are made aware of the changed requirements.
NOTE In some situations, such as internet sales, a formal review is impractical for each order. Instead the review can cover relevant product information such as catalogues or advertising material.
7.2.3 Customer communication
The organization shall determine and implement effective arrangements for communicating with customers in relation to
a) product information,
b) enquiries, contracts or order handling, including amendments, and
c) customer feedback, including customer complaints.
Particular attention shall be given to communicating planned schedules, progress, costs, assumptions, and risks associated with the software product.
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on Thursday, January 7th, 2010 at 11:29 am and is filed under AS 9100 standard.
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