2. Listening to the customer, drawing up an offer

Your role is to :

• help the process manager to develop tools to steer the process entrusted to him/her;

• ensure that all normative requirements are met;

• confirm that the identification of interactions between processes, associated documents and dashboards are consistent with those developed elsewhere in the organization.

These elements will form the backbone of your company's customer process. We will now go back over each element in detail.

The word "customer" has various meanings in ISO 9001. It is used to designate any organization or person outside the organization, or a product or service. It is then said to be "generic". Indeed, it does not refer to the contractual customer, but to a collective with identical...