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Post-delivery activity

Discussion in 'ISO 9001:2015 - Quality Management Systems' started by jaltangerel, Jan 2, 2018.

  1. jaltangerel

    jaltangerel Member

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    I wish this New Year provides you enough reasons to be happy and you have uncountable days filled with joy and mirth!

    Are there some example of Post-delivery activity on the clause 8.5.5?

    Thanks
     
  2. tony s

    tony s Well-Known Member

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    Fulfilling the customer needs and expectations should not end upon delivery of the products/services. For examples, there are products/services that will require the following:
    • installation at customer site or property (e.g. high-definition digital TV box for homes, stereo system for cars);
    • technical support services (e.g. on-line or actual site visits to diagnose and repair ICT systems);
    • warranty on products or parts (e.g. replace the product or part if there's any defect within one year of use);
    • information services (e.g. access the status on-line for shipments);
    • disposal or recycling of products (e.g. trade-in used car batteries for new ones);
    • feedback on product/service performance (e.g. survey thru SMS or text message from car service centers);
    • facilitate processing of government requirements (e.g. car mortgage and registration);
    • monitoring of results (e.g. patients' condition after operation)
     
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  3. John C. Abnet

    John C. Abnet Active Member

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    Good day jaltangerel;
    I would offer up that most organizations already "know" and respond to the Post Delivery Activity as required by this clause. I would propose that you "reverse engineer" this in order to "see" what may be applicable to your organization. To accomplish that, consider the calls or other forms of communication that are received from your customer regarding product that has already been delivered. Do those calls...
    - request containment?
    - request return of good product?
    - request return of suspect product?
    - ask for technical support?
    - ask for a change to the product?
    - etc..etc..
    I am guessing that you/your organization can easily identify the "who-what-when" associated with these scenarios. In fact, your organization may already have a plan/method/"process" for each of the aforementioned scenarios.

    It is important that we don't simply create additional work for ourselves and our organization, but rather identify, capture, and articulate what we are already doing that meets the intent of the rule.

    Hope this helps.
     
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  4. Andy Nichols

    Andy Nichols Moderator Staff Member

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    We'd have to know what your product is to be truly helpful. Typically, post delivery is what you offer or contract with a client to do. Like product installation, commissioning, servicing and removal after use. I wouldn't venture into other realms which tend to make things really more complicated than the standard is suggesting your QMS includes. It's going to be part of your scope, don't forget...
     
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  5. jaltangerel

    jaltangerel Member

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    Thanks for your helpful advice :)
     
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  6. jaltangerel

    jaltangerel Member

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    Thanks Andy Nichols
     
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  7. jaltangerel

    jaltangerel Member

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    Thanks for your valuable advice
     
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