Clause 7.2.2 Review of requirements related to the product

The intent of this requirement is that organizations ensure that they understand and can meet customer requirements before promising the customer that product or service can be provided. In order to avoid misunderstanding about what exactly the customer ordered, it is necessary to review the customer's request or order.

A request for quotation that is received from a customer need to be reviewed before a quote is submitted. An organization must determine if:

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  the information from the customer is clear and specific; (it should not be like the two chairs depicted in the picture here, the customer is asking for one and you are thinking or the other and vice-a-versa)


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  it has the capability to provide the requested product.

Once a quotation is provide to the customer and the customer places an order (accepting the quotation), the order and the quotation must be compared to determine if there are any differences between them. Any differences need to be resolved with the customer.

If the customer places an order without having been previously quoted, this order needs to be reviewed before it is accepted. An organization must determine if:

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  the order is clear and specific;


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  it has the capability to provide the requested product.


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  If order requirements differ from quotation or any other previously expressed requirement, then the same should be resolved.

ISO 9001 requires that organizations maintain records of these reviews. The records of the review can be as simple as a notation on the request for quotation or the order with the initials of the reviewer and the date. If the request for quotation or order is not accepted (for whatever reason) nor needs clarification, follow-up actions must also be recorded. For verbal orders (for example: by telephone) it is important to confirm the order before acceptance. This can be done, for example, by reading it back to the customer, asking for confirmation. In general, verbal and electronic orders need some special considerations to record the order. For example, the details of a telephone order may be recorded on a pad, and an electronically communicated order may be recorded by printing it or saving it in the computer.

It is possible that an existing order needs to be changed. If this is the case, it should be clear how this change is to be handled. Most organizations handle these changes in the same way as a new order. It is also important that these changes are communicated to all individuals who are affected by them. Typically, the purchasing department, the planning (or scheduling) department, and the production department are affected, and should therefore be informed.

What constitutes a RECORD of review of requirements related to the product

Contract review record (as normally referred in 1994 edition of the standard) or record of review of requirements related to the product could be:

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  Acceptance stamp, with signature, name or person (who accepted the order or who reviewed the order) and date on the customers' order


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  A separate sheet of paper clearly specifying customer, product details, terms and conditions with signature, name or person (who accepted the order or who reviewed the order) and date.
  Note:
  •         delivery requirement makes part of product related requirement,
  •         recycling or final disposal requirements also makes part of product requirement
  •         erection and commissioning of machines or projects are included in product related requirements
  •         Implementation support services for software development or sale are included in product related requirements

External Document Reference: Documentation Kit

Process of Sales
Order Acceptance Form