Procedure for Customer Related

Processes

Document NO.: P-710-A

Version :1
Last modified: 21-9-2022
1.0 Purpose
The purpose of this procedure is to describe the process for communicating
with customers and determining and reviewing requirements related to laboratory
services provided by Confirmation Lab and applies to the review of customer
requests, tenders, and contracts, and orders received for laboratory tests.
2.0 Responsibilities and Authorities
Marketing has the prime responsibility and approval authority for this
procedure. In support of marketing, Customer service is responsible for taking orders
from clients, determining customer requirements, and reviewing the orders for
acceptance.
3.0 References and Definitions
This document relates to clause 7.1 of the ISO 17025:2017 standard, covering
the review of requests, tenders, and contracts.
4.0 Resources
None
5.0 Instructions
5.1 In support of the requirements for processes, this procedure addresses the
customer-related processes. The laboratory ensures that customer requests,
tenders, and contracts are reviewed.
5.1.1 The requests and orders for laboratory services are accepted
electronically or by phone, and mail.
5.1.2 When customer service receives a request from a client, they identify
and document customer requirements.
5.1.3 An important first step is to clarify or classify all the test services that
are requested as “Accredited” or as “Not-Accredited”.
5.1.4 Required information includes:
• Type of service
• Service identification
• Quantity
• Delivery date
• Anticipated or negotiated turn-around time
• Special requirements
• Requirements unstated by the customer
• Statutory and regulatory requirements
• Handling or treatment of customer property
 • Specific requirements for contingency actions
• Additional requirements that the Confirmation lab identifies.
5.2 The determination of customer requirements is performed.
5.2.1 Customer service representatives take the orders from clients,
determine their requirements, and review their orders to ensure:
• The client requirements are defined, documented, and understood,
• The lab has the capability to meet the requirements and can provide the
needed resources.
• Customer approval is obtained when external providers are used to
provide specific lab activities.
• Relevant methods are selected and capable of meeting requirements.
5.4. Prior to the commitment to supply products and services, Customer service or
and marketing rep reviews the customer requirements and those of interested parties
to ensure that:
• The customer is informed when it requests out of date or inappropriate
according to P-720
• The accredited test or calibration methods are agreed upon.
• The decision rule for a customer request for a statement of
conformity is clearly defined in test report as stated in A-780-001;
F-780-002;F-710-002
Pass:
1-When the measured value, plus or minus the expanded
uncertainty, falls entirely within the acceptable range.
2-When the measured value within the limit, but overlap
when expanded uncertainty is taken
Fail:
1- When the measured value, plus or minus the expanded
uncertainty, falls entirely outside the acceptable range.
2-When the measured value exceed the limit, but overlap
when expanded uncertainty is taken
i.e

• Any requirements that are different than previously expressed are

resolved so that any deviations do not affect the validity of results and the
customer is informed of any deviations from the contract.
• The laboratory cooperates with customers to clarify the customer
request and in monitoring the lab work performed.
5.4.1 When the Confirmation lab can ensure that it can meet the
requirements, the order, contract, or project is accepted, and
confirmation of order is provided for order entry into the work schedule.
5.4.2 When the Confirmation lab is unable to meet the requirements
customer service cooperates with the client to resolve the differences between
what you can provide and what the customer requires or inform the customer
you cannot provide the service.
5.4.3 Documented information of the reviews, including any new or changed
requirements for the lab activities is controlled and retained with procedure P-
820 for Control of documented information.
5.4.4 Upon completion of analysis of samples, the results are recorded in
LIMS and in records files, and a report is issued.
5.5. Customer communication
5.5.1. Lab Managers are responsible for cooperating and communicating with
the client, keeping them informed as the order/project progresses, and getting
feedback from the client.
• Sample analysis information is communicated to the customer by
result analysis sheets and a printed report generated from LIMS.
• Result analysis sheets and reports are reviewed and approved before
release according to the control of documentation procedure.
• The Report is maintained in a controlled database-LIMS.
5.5.2 Enquiries, receiving of samples, handling of samples, and testing are
performed in the following way.
● Orders are received by customer service, and the customer service
representative is responsible for communication through order acceptance.
● Once the order is accepted, a project manager is assigned. The project
manager is responsible for communication with the client after order
acceptance. The project manager keeps the client informed and gets client
approval on initiated contract amendments.
5.5.3. The project manager or customer service may receive customer
feedback. Employees that receive feedback or complaints from customers are
responsible for communicating the information to Customer service or the
Project manager and action is taken with the procedure P-790 for handling of
complaints and nonconforming
6.0 Forms outputs and Documented Information
6.1 Forms / Records
F-710-001 Client assessment report
F-710-002 Quotation
 F-730-001 sample reception form
F-660-006 Business agreement - contract
F-780-002 Test report

6.2 Documented information / Related processes

6.2.1 P-790 Handling of complaints and nonconforming outputs
6.2.2 P-820 Control of documented information
6.2.3 P-850 LMS-Risk management planning.
7.0 Opportunities and Risks
7.1 The procedure P-850 for LMS-Risk management planning addresses
opportunities and risks (risk-based thinking).
7.2 The Confirmation lab, makes use of organizational knowledge, lessons learned
and experience with the activities associated with Customer related processes to
determine the opportunities and risk that need to be addressed and that can:
• Give assurance that the procedure can achieve its intended result(s),
• Enhance desirable effects, and prevent or reduce undesired effects,
• Achieve improvement.