2. © Practical Perspectives 2003 Top management ensuring customer requirements are determined (5.2) and the process for communicating with customer, as it relates to orders (7.2.3b). Customer-related Processes As it relates to ORDERS 5.2, 7.2.1, 7.2.2, 7.2.3b When they tell us what they want (verbal, hard copy & electronic), we have to make sure we understand: customer requirements (including delivery and post-delivery activities [servicing]) and product specific statutory and regulatory requirements the customer expects us to live up to. We need to make sure we are capable, considering things like: requirements the customer did not state but are necessary because we understand the application, product specific statutory and regulatory requirements we know have to be lived up to, and anything else we impose on an order. The fulfillment of and the results of (actions arising out of) the “review” would be the record generated (i.e., order entered into and accepted by the system, work order generated as a result of the order, etc.). Verbal order confirmation may simply be the accepted order or some form of formal confirmation back to the customer. At this stage, resolution tends to be based upon a comparison with the quote because a majority of the issues would have been worked out during quoting. When this is not the case, we may need to re-quote, adjust the order, and/or the planning associated with product realization. Real life examples is what the next exercise is all about!

3. © Practical Perspectives 2003 Customer-related Processes As it relates to ORDERS 5.2, 7.2.1, 7.2.2, 7.2.3b PURPOSE: To understand how top management ensures customer requirements are determined (5.2) and to understand the process for communicating with customer, as it relates to orders (7.2.3b). NOTES (fill in the blank, circle those that apply, and/or add to as necessary): 1. We receive orders (verbally, hard copy, electronically) and use this information from the customer to understand what they want (customer requirements, including delivery and post delivery requirements) and to recognize any statutory/regulatory requirements they may be informing us of. 2. CRITERIA: - Matches the quote (if one was provided)? - Is the type of work we do and we want more? - We can make money doing it? - The customer is in good standing with us? - We can deliver in the time they requested? - No material issues? - We understand what they want? - We can live up to any statutory/regulatory requirements they imposed or we know will have to be lived up to? - Do we have the resources (people, equipment, etc.) needed to get the job done in the time frame provided? 3. Resolution is handled by _____________. They involve affected departments as necessary and/or as needed. New/variations to products or processes are handled through our product realization process. Our product realization process considers/facilitates any and all changes to our quality management system so we can successfully fulfill the changes needed. If we cannot work it out, we cancel the order. 4. Record of review and actions arising from the review (details of the order) is the sales order entered into and accepted by system, filed hard copy, confirmation sent to the customer, the work order generated in the system. Verbal orders are considered to be understood and confirmed when __________________. A PLACE FOR YOUR NOTES: ____________________________________

4. © Practical Perspectives 2003 THE END ISO 9001:2000 ISO 13485 ISO 14001 ISO/TS 16949 Transitional Management Business Process Development Team Building Leadership Development Strategic Planning Process Improvement/Re-engineering And many more management consulting services