8.2 Requirements for products and services
 
 

Customer communication 

In accordance with our commitment to exceed our customer’s expectations, R-Tech/EU-VRi highlights effective customer communication as an essential element of delivering customer satisfaction. Appropriate handling of customer communication helps to reduce customer dissatisfaction and in many cases turn a dissatisfying scenario into a satisfying experience. Customer communication occurs through the following formats, events and processes:

1.Leaflets,  brochures, specifications or technical data sheets relating to our projects, products and services

2. Inquiries, quotations and order forms, invoices and credit notes

3. Confirmation of authorized orders and amended orders

4. E-mails, letters and general correspondence

5. Customer feedback and complaints management process

 

The relevant entries can be found under the following links:

Leadership and commitment

PROC-ENG: Customer-Related Processes

How to and how NOT to communicate to our customers/clients/partners/guests

PROC-GP: Dealing with Customer Property

Customer Satisfaction Feedback

 

Determining the requirements for products and services

R-Tech/EU-VRi develops appropriate requirements to ensure that we satisfy the needs and expectations of our customers or relevant interested parties. R-Tech/EU-VRi ensures that customer requirements are clearly articulated and that their requirements are captured and understood before the acceptance of an order.

Customer requirements include the following:

1. Previous customer requirements

2. Statutory and regulatory requirements related to the product

3. Other non-customer specified performance requirements

4. Any additional requirements determined by R-Tech/EU-VRi

 

The relevant entries can be found under the following link:

MANL: Product Realization and Quality Function Description

 

Review of the requirements for products and services

R-Tech/EU-VRi takes steps to ensure that its customers' and its own requirements to satisfy the needs and expectations of the customers or relevant interested parties. Aside from developing well articulated requirements (per article 8.1), R-Tech/EU-VRi reviews those requirements before commencement of work and during the product realization within its project management cycle.

The relevant entries can be found under the following links:

Project realization 

Product Realization and Quality Function Description

Measurements, Analysis & Improvement

Corrective and Preventive Measures

Project management

QMS Record Management

Checklists

Walter (document repository)