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ISO 9001 : Post-Delivery Activities

Delivery may not be the end of the relationship ...

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In this series of helpful blog posts, commonly called a 101, I will be taking a look at the main sections of ISO 9001, what they are, why they are important to your business and a few tips on how to implement the standard ...

Returns policies and a complaints process need to be defined under ISO 9001!

Returns policies and a complaints process need to be defined under ISO 9001!

copyright: flippo / 123rf

This 101 is looking into Section 8.5.5 Post Delivery Activities of product and services. Why is this important to my business? Well, when we deliver a product or service, that may not be the end of our relationship with a customer.

"For instance, if you deliver the wrong product, you need to have a returns process or even a complaints process!"

There are some post-delivery requirements that are legal or defined by the customer. These include the returning of goods, the cooling-off period when you sign up for a contract or liability for damages caused at a later stage.

It is important for your business to consider these processes to make sure your customers can remain happy long after the service or product has been delivered. A badly executed returns or complaints process annoys customers and can give you very bad publicity.

How do I do this? It completely depends upon what you are selling to your customers. It may be you have to follow legal requirements or make up your own processes.

Examples could include:

  • Providing a helpdesk service to customers by telephone or on-line chat

  • Confirming the product has been installed correctly and is working a few weeks later

  • Making sure you have a decent warranties process in place

  • Disposing of your products once customers have finished with them on their behalf

  • Giving people access to information that will help them such FAQs on websites

How do I manage this? Creating your post-delivery process can be done by defining what it is you want to achieve, how you want to do it and measuring the performance to check it works.

Many of the companies I have worked with have found it useful to have an independent person to work with them to help define, create and implement new processes.

"Would you like to know more?"

If you'd like to find out more about ISO 9001 then do give me a call on 01858 414226 or click here to ping me an email and let's see how I can help you.

Until next time ...


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More about Ellen Willoughby ...

I'm Ellen, Director of All About Quality and All About Productivity. I have over 20 years experience as professional in the quality world and 17 years as a practising Buddhist. As a result of this, I have a passion for improvement. in both business and personal life.


01858 414226