Is there a defined process for the provision of products and services that meet the requirements defined by the customer?
Are there any changes planned?
Are they carried out in a controlled way and actions taken to mitigate any adverse effects?
Are any outsourced processes managed and controlled?
Is there a defined process for reviewing and communicating with customers in relation to information relating to products and services, enquiries, contracts or order handling?
Is this review conducted prior to the organisation’s commitment to supply products and services?
Do you design and develop products or services?
Are these processes established and implemented in line with the requirements of the standard?
Do you ensure that externally provided processes, products, and services conform to specified requirements?
Do you have criteria for the evaluation, selection, monitoring of performance and re-evaluation of external providers?
Is the provision of products and services carried out in controlled conditions which include:
• the availability of documented information that defines the characteristics of the products and services?
• the availability of documented information that defines the activities to be performed and the results to be achieved?
• monitoring and measurement activities at appropriate stages to verify that criteria for control of processes and process outputs, and acceptance criteria for products and services, have been met?
• the people carrying out the tasks are competent?
Do you have effective methods of ensuring traceability during the operation process?
Is property belonging to customers or external providers used in the provision of the product or service?
Is this controlled effectively?
Is there a requirement for post-delivery activities associated with the products and services such as warranty, maintenance services, recycling or final disposal?
Are these defined and managed?
Are any nonconforming process outputs managed so as to prevent their unintended use?