ISO 9001:2015 Clause 8.5.3, titled "Property belonging to customers or external providers," addresses the requirements for handling and taking care of property provided by customers or external providers for use or incorporation into the products or services being offered by the organization. This clause ensures that organizations respect and protect external property, which can include physical items, intellectual property, and personal data, among others. Here's a detailed exploration of this clause:
Purpose and Scope
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Protection of Property: The primary purpose is to ensure that any property of the customer or external providers that is under the organization's control is adequately protected and preserved. This can include materials, components, tools, equipment, customer data, and intellectual property.
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Use of Property: It also covers the use of such property in the organization's operations and its eventual return or proper disposal, ensuring it is used correctly and for its intended purpose only.
Key Elements of Clause 8.5.3
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Identification and Documentation:
- Organizations must clearly identify, verify, protect, and safeguard customer or external provider property. This includes maintaining records of such property and its status while in the organization's control.
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Care and Preservation:
- The clause requires that care be taken with customer or external provider property while it is under the organization's control. This means ensuring that the property is stored in suitable conditions, handled properly, and maintained to prevent damage or deterioration.
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Reporting of Property Issues:
- In case of any damage, loss, or other issues affecting the property, the organization must report this to the customer or external provider and keep records of what occurred. This accountability is crucial for trust and transparency.
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Use of Intellectual Property:
- Where intellectual property is involved, such as software, patents, or technical knowledge provided for use in the organization's processes, the clause emphasizes the need for respecting intellectual property rights and ensuring such property is used in accordance with agreed terms.
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Personal Data and Confidential Information:
- With increasing emphasis on data protection, organizations must also ensure the confidentiality and security of any personal data or confidential information provided by customers or external providers.
Implementing Clause 8.5.3
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Processes and Procedures: Organizations need to establish, document, and implement processes and procedures for handling customer or external provider property. This includes steps for its receipt, storage, maintenance, and return or disposal.
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Training and Awareness: Employees should be trained on the importance of customer property and the organization's procedures for handling, using, and protecting it. This includes understanding the potential impacts of mishandling such property.
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Monitoring and Measuring: Regular audits and checks should be performed to ensure compliance with the procedures for handling customer property and to identify opportunities for improvement.
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Communication with Customers and External Providers: Clear communication channels should be established for reporting issues with their property and for providing regular updates on the status of their property, if necessary.
Importance
This clause is critical for building and maintaining trust between the organization and its customers or external providers. By effectively managing and protecting external property, organizations can avoid financial losses, legal issues, and damage to their reputation. It underscores the organization's commitment to quality management practices that respect and safeguard external interests, contributing to stronger business relationships and customer satisfaction.
In summary, ISO 9001:2015 Clause 8.5.3 ensures that organizations take appropriate care of customer or external provider property, protecting it from loss, damage, or misuse, and maintaining open and honest communication regarding its use and status.