In today’s competitive market, it’s common to see service-based businesses implement a quality management system to ISO 9001:2015 in order to demonstrate their commitment to quality and continuous improvement.
However, there is one clause of the standard that has traditionally divided ISO Consultants, clients and certification auditors alike. How do you apply Clause 8.3 Design and Development within a service based business when it is often more closely associated with manufacturing?
Actually, the design and development principles are highly applicable to service-oriented companies. Here, we explore how service businesses can leverage this clause to enhance their service delivery and get the benefits of including it within the scope of their Quality Management System (QMS).
Should Service-Based companies include Design and Development within their ISO 9001 Scope?
It’s not uncommon to find the design and development clauses of ISO 9001 excluded from the scope of service-based quality management systems.
However, to do this could mean the company misses out on many benefits of the standard.
For example, ISO 9001 Certification is often used in the supply chain to evaluate potential suppliers of services. The exclusion of any particular clauses may raise alarms with potential customers.
In addition, Having design and development as part of your QMS means it undergoes the same scrutiny and impartial auditing which drives consistency and improvements.
Having an impartial audit of the design and development process helps your company to maintain an efficient and effective process, which ultimately benefits customers.
Promoting the design and development process as part of your service offering can provide a competitive edge in marketing too.
Understanding the Design and Development Clause
The Design and Development Clause of ISO 9001:2015 outlines the requirements for planning, developing, and controlling products and services to ensure they meet customer and regulatory requirements. For service-based businesses, this can translate to the systematic creation of solutions tailored to your client’s needs.
Whether it’s recruitment, software development, market research, or other professional services, applying a structured design and development process can significantly enhance service quality and client satisfaction.
Applying Design and Development to Service-Based Businesses
It’s easier than you might think to include design and development within the scope of your QMS and ISO 9001 Certification.
1. Identify Requirements
Service-based businesses can start by clearly identifying client requirements and expectations. This may involve scoping sessions, consultations, surveys, and analysis to understand what the client needs and how best to deliver it.
2. Planning
Once requirements are identified, detailed planning is crucial. This involves defining the objectives, resources, timelines, and key performance indicators for the service to be developed.
3. Designing the Solution
Developing a service solution involves creating detailed plans, workflows, and methodologies. For instance, an IT service company might design a software solution or a marketing firm might create a campaign strategy.
4. Development and Implementation
This phase includes the actual creation of the service solution. It may involve prototyping, testing, and refining the service to ensure it meets the defined requirements.
5. Review and Validation
Before final delivery, the service should undergo rigorous testing and validation. This ensures that the service performs as expected and meets all client requirements.
6. Feedback and Improvement
Post-implementation, collecting client feedback is essential. This feedback helps in identifying areas for improvement and making necessary adjustments to enhance future service deliveries.
In reality the whole design and development process could be documented as a simple flowchart, process map or short procedure.
Conclusion
For service-based businesses, applying the Design and Development Clause of ISO 9001:2015 can be a game-changer. It not only ensures high-quality service delivery but also enhances client trust and provides a competitive edge. By integrating this clause into your Quality Management System, you demonstrate a strong commitment to excellence and continuous improvement. This strategic move can significantly boost your business reputation and client satisfaction, paving the way for sustained growth and success.
Assent Risk Management has years of experience and success implementing ISO 9001 for a variety of businesses.
Our ISO 9001 consultants can help you implement a QMS and achieve certification.
