8.2 Requirements for Products and Services
8.2.1 Customer Communication
AGE has implemented effective communication with customers in relation to:
| Item | Communication Area |
|---|---|
| A | Providing information relating to products and services |
| B | Handling enquiries, contracts or orders, including changes |
| C | Obtaining customer feedback relating to products and services, including customer complaints |
| D | Handling or controlling customer property |
| E | Establishing specific requirements for contingency actions, when relevant |
The AGE Sales department shall coordinate and manage Customer Communication with the customer in relation to product information, inquiries, contracts or order handling, including amendments, customer feedback, and complaints.
Reference: QSF-8.2.1 — Customer Communication Report
8.2.2 Determining the Requirements Related to Products and Services
During the intake of new business AGE captures:
| Item | Requirement |
|---|---|
| A | The requirements for the products and services, including any applicable statutory and regulatory requirements and other requirements deemed necessary by AGE |
| B | Requirements not stated by the customer but necessary for specified or intended use, where known |
| C | Special requirements (see QSM-8.5.1) |
| D | Operational risks (new technologies, capability, capacity, delivery time frames, etc.) |
These activities are defined in greater detail in the procedure Quoting and Contract Review.
8.2.3 Review of Requirements Related to Products and Services
AGE Logistics Corporation determines customer requirements before acceptance of an order.
All quotations are reviewed before submission to the customer. All contracts or orders by any means (telephone, fax, mail or electronic data transfer) are also reviewed before acceptance. The review is to ensure that:
- The customer’s requirements are adequately defined and documented
- Any differences between contract or order requirements and those in the proposal or quotation are detected and resolved
- The company has the capability and resources to meet the accepted contract or order requirements
- Risks have been identified and considered
These activities are defined in greater detail in the procedure Quoting and Contract Review.
8.2.4 Changes to Requirements for Products and Services
AGE has established and maintains documented procedures for contract review and for the coordination of product realization activities.
AGE shall:
- Identify the amendments made to a contract and correctly transfer it to the functions concerned within its organization
- Maintain records of contract reviews
Where product requirements are changed, AGE ensures that:
- Relevant documents are amended
- Relevant team members are made aware of changed requirements