You need to determine and review relevant interested parties and their requirements again this can be done at management review.

Who are the parties in your ISO 9001 system? Customers, obviously, employees, suppliers (particularly if you sell their branded products or if they are involved in your key processes), agencies, governments, councils, the local population?

Managing the expectations of interested parties

Having identified who your interested parties are, you need to effectively manage their expectations. If their expectations are clear, they can be reviewed and may well form part of your objectives and policy. This is at least as important when managing an environmental management system under ISO 14001. Once you have established who these people are, understood what their expectations are, you can set objectives, work toward them and communicate how you are doing straight back to them. Be clear about the channels you will use, your certification auditors want to know how you are managing this, and whether it is effective. Small businesses don’t fret, this won’t be a big deal. Larger businesses this is a big deal for you, managing these expectations is your business.

What the ISO 9001 standard is really driving out is those elements of your process that you subcontract. Whether your outsourced contracts are installation, design, manufacture, training, web / application development. Whatever it is these parties need to be clear about you are going to provide. They need to be clear about what they will provide too, so that your end user gets what they want!


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