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Resposnibility of services provider about services's quality

Discussion in 'ISO 9001:2015 - Quality Management Systems' started by sunrize, Sep 12, 2019 at 1:04 PM.

  1. sunrize

    sunrize New Member

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    we are operating a site for home repair and maintenance services we are like a middleman or intercessor (connect) between:

    1. client who is need repair services
    and
    2. technicians who provide repair services

    when client need a repair services, he go to site and search for technicians or submitting his request

    then request delivered to the nearest technicians to client's area to send their quote

    client choose the convenient quote based on (1. price, evaluation of other clients for the technicians, and start conversation with him to starting his order)

    if the client have any complain he can contact us for support and we support him if he need to start a claim in front of the authority

    Note:
    1. our contract with technician have some terms that we are not responsible about services quality and it is technician responsibility)
    2. We are not supervise the quality of works done by the technician or control and inspect their work, only if the client have a complaint we can hire an expert to investigate it.
    3. we choose the technician based on their skills and if there are several complain we can exclude them for receiving order

    My questions:
    1. Are these technician are external provider and clause 7.2 are applicable for those technicians
    person(s) doing work under its control that affects the performance and effectiveness of the quality management system
    2. Are we are responsible about quality of services provided by the technicians? or we can act just like a middleman or intercessor (connecting) between technician and clients ?
    3. related to Qes 2) Clause 8.5 Are we need Control of production and service provision by the technicians?

    sorry for long disccusion but i have some misunderstanding want to resolve
     
  2. Andy Nichols

    Andy Nichols Moderator Staff Member

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    What is the scope of your quality management system?
     
  3. sunrize

    sunrize New Member

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    we have our own technician that they receive order from the site similar to external technicians

    services provided by our technicians are controlled but the external technicians not

    Our scope
    providing repair services and managing, operation of website for repair services
     
    Last edited: Sep 12, 2019 at 4:13 PM
  4. Andy Nichols

    Andy Nichols Moderator Staff Member

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    What you describe you do and what your scope is are not aligned.

    You ARE responsible. You cannot "dodge" using a contractor.
     
    tony s likes this.
  5. sunrize

    sunrize New Member

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    sorry if my english didn't help me to understand well,

    why we are responsible about the external technicians, we just connect them with client like UBER or smart taxi

    we are not selecting the technicians, the clients have more than one and he is the responsible to choose the best offer for him
     
  6. sunrize

    sunrize New Member

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    why not aligned?

    our company has 2 parts

    part1: operate a web site to include all technician from the markets to connect between technician and clients

    parts: we have our own technician that they are registered in the sites, and they submit quote similar to external technician


     
  7. Andy Nichols

    Andy Nichols Moderator Staff Member

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    If this is the scope (part of) then your organization is responsible for the work done. Maybe the scope is wrong - the CB auditor should have understood this. If your organization is not actually carrying out repairs, then that part of the scope should be omitted.
     
  8. tony s

    tony s Well-Known Member

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    Does your client know that when they pay, your organization and the technician split the payment?
     

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