ISO 9001 Implementation Guide

DEMO
	GAP ANALYSIS
	IMPLEMENTATION PROJECT
	GANTT CHART
	DOCUMENTATION
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7.2.3 Customer communication

The organization shall determine and implement effective arrangements for communicating with customers in relation to

a) product information,

b) enquiry, contracts or order handling, including amendments, and

c) customer feedback, including customer complaints.

(from BS EN ISO 9001:2000)

Organizations are required to establish an open communication channel with customers in relation to product information, contracts, customer feedback and other important data that can ensure and improve product quality. But organizations should understand that customer communication doesn't have to be difficult or burdensome-it should be appropriate to the organization. Communication can be as simple as beginning with customer satisfaction surveys on the Internet or follow-up calls. Additionally, communication can be an excellent opportunity to convert new sales.

The level of documentation in this clause will depend on the size and scope of an organization. But it is a good idea to track customer communication whenever appropriate. Doing so can be a great incentive for your customers to keep coming back, and it may keep the company out of trouble in the long term.

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