[This series of articles tries to emphasize the benefits of ISO 9001, and how to yield results from each major clause of the standard.]
Clause 8.5.5 is called “Post-Delivery Activities,” and tries to ensure the QMS applies to things you do after the product has been shipped, or a service has been completed.
In years past, this clause was called “Servicing” and dealt mostly with companies that did field service or installation of product they previously produced. With ISO 9001:2015, the goal was shifted slightly to apply to any activity a company might do once the customer has received the product; it was also expanded to deal with services, not just products.
The trick here is identifying what “post-delivery activities” you conduct. The standard provides a bulletted list (a through e) to help you figure that out. It then says these activities must be managed so that you “meet [the] requirements” expected by the customer. A note then helps interpret this a bit further, suggesting this may apply to warranty repairs, maintenance or recycliong/disposal, if you do those sorts of things.
As a result, you should analyze what activities you do, and then develop the applicable QMS controls (policies, procedures, forms, metrics, etc.) to manage them as you would all the other things you do during normal production or service delivery.
When implemented properly, Clause 8.5.5 should result in the following tangible benefits for your company:
- You will have a clear picture of what specific post-delivery activities you perform (believe me, a lot of companies are not fully aware of what they do here!)
- You will have formal methods for conducting those activities, through policies and procedures, so that quality isn’t impacted. You don’t want to ruin product or un-do a service after it’s been finished!
- You will enhance your customer’s satisfaction by proving to them — through your actions — that you didn’t stop caring about them after the product or service was delivered, and their check was cashed.
Click here for the full series of articles on The Benefits of ISO 9001:2015.
About Christopher Paris
Christopher Paris is the founder and VP Operations of Oxebridge. He has over 30 years' experience implementing ISO 9001 and AS9100 systems, and is a vocal advocate for the development and use of standards from the point of view of actual users. He is the author of Surviving ISO 9001:2015. He reviews wines for the irreverent wine blog, Winepisser.