ISO 9001: 2015, Clause 8.5.5
Philip Dawson
Putting the 'WHY' into Action ? Mettre le Pourquoi en Action ? A Better Tomorrow ? Un Meilleur Demain ? ??????
Post Delivery Activities
Navigating Post-Delivery Waters: A Customer-Centric Approach
In the ever-evolving landscape of quality management, Clause 8.5.5 emerges as a beacon for organisations; a compass guiding them through the uncharted waters of post-delivery activities. Formerly known as “Servicing,” this clause once catered primarily to companies engaged in field service or product installation. However, with the advent of ISO 9001:2015, its scope expanded to encompass any endeavour undertaken after the customer takes possession of the product or service.
So, what exactly are these “post-delivery activities”? Imagine them as the backstage crew ensuring the show goes on smoothly even after the curtains fall. The standard provides a concise list (a - e) to help you identify these critical tasks. But it’s not just about ticking boxes; it’s about meeting customer expectations. Whether it’s warranty repairs, maintenance, or eco-conscious recycling, these activities matter.
Here’s the secret sauce: analyse your unique set of post-delivery actions. Then, like a seasoned conductor orchestrating a symphony, develop tailored Quality Management System (QMS) controls. Policies, procedures, forms, metrics, these are your instruments. Use them to harmonise these activities seamlessly into your overall production or service delivery rhythm. After all, excellence isn’t just about the grand performance; it’s about the encore that leaves the audience wanting more.
Philip Dawson