I would like to give my take on the design and development of services in the standard and invite some feedback. My take on this clause is that if you are already delivering a service and you have a detailed process map of the steps, controls records etc. you have demonstrated that you have designed the process to meet the customers needs. If this is the only service process you intend to deliver - you could based on the context of the organisation claim design clause as a exclusion. However if you feel based on your business strategy that you are likely to expand the business into other service areas - then it would a good idea to develop a procedure/process, (or be able to demonstrate via records of a new service introduced in the passed), as to how the development of the new service is project managed, validated via auditing and then formally integrated into the documented QMS would cover you for this requirement. At least that is my interpretation of the requirements to comply with this clause, feed back on my thoughts are very welcome!