Operational planning and control

The intent of this subclause is to ensure that the organization plans,

implements and controls the processes that are necessary for its production
and service provision, including any externally provided processes (see ISO
9001:2015[28], 8.4).
‍© ISO 2016 – All rights reserved 21 PD ISO/TS 9002:2016 ‍ISO/TS
9002:2016(E)
The risks and opportunities and quality objectives determined during
planning (see ISO 9001:2015[28], Clause 6), including potential changes, are
key inputs for consideration in the planning and control of the operations and
establishing criteria for processes and acceptance of products and services.
Based on the nature and complexity of the processes for production and
service provision, the organization will need to determine what resources are
needed and if the current resources are sufficient.
Effective controls are needed to:
a) confirm that the criteria are met;
b) ensure that the intended outputs are delivered;
c) determine where improvement is needed.
The criteria and their associated supporting documented information are the
output of this planning.
The output of this planning will need to be used as inputs to operations within
the organization. It might also need to be used by customers or external
providers. It should be kept in suitable formats and media for those who need
to use it.
When planning its operations and control criteria the organization should
consider both planned and potential unintended changes, and how these
changes can affect its operations.
When planning the processes to provide products and services, outsourced
processes need to be under the organization’s control if they are relevant to
its quality management system. The control has to be ensured by applying the
requirements for the control of externally provided processes, products and
services (see ISO 9001:2015[28], 8.4).
8.2 Requirements for products and services
8.2.1 Customer communication
The intent of this subclause is to ensure there is clear communication between
the organization and its customer when determining requirements for the
products and services to be provided.
For ISO 9001:2015[28], 8.2.1, bullets a) to e), the organization should:
a) communicate details of the product or service to be provided so that the
customer understands what is being offered; this information can be
communicated through meetings, leaflets, websites, by telephone or any
other appropriate means;
b) make clear:
— how the customer can contact the organization to ask questions or
order products or services;
— how the organization will inform the customer of any related changes;
c) establish appropriate ways to gain information from the customer related
to questions, concerns, complaints, positive and negative feedback;
methods include but are not limited to: direct email or phone calls, online
surveys, customer support channels, face-to-face meetings;
d) ensure that the customer is informed of how the organization handles and
controls customer property, where appropriate;
e) ensure that it is proactive in communicating with the customer about possible
contingency actions that can be taken, if the need occurs, to avoid having a
detrimental effect on meeting customer requirements; this could include
situations such as natural disasters, weather, labour disputes, shortfall of raw
materials or of backup external providers.