8.5 Product and Service provision

Control of Product and Service Provision requires your organization to control the manner in which products are produced and the services provided. You should seek and record evidence that your organization has controlled the conditions by which products or services are provided, ensuring that:

1. Documented information that defines the characteristics of the product or service is available;
2. Documented information that defines the activities that need to be performed to produce the product or deliver the service is available, and that this specifies the results that are to be achieved;
3. Monitoring and measurement takes place at appropriate points in the production process to ensure that both the processes themselves and the process outputs meet the organization’s acceptance criteria;
4. The process environment and infrastructure are suitable;
5. Suitable monitoring and measurement resources are made available;
6. Personnel are competent and, where necessary, appropriately qualified;
7. For processes where the results cannot be verified by subsequent monitoring or measurement,
8. The process itself is initially validated and then periodically re-evaluated;
9. Product and service release, delivery and post-delivery activities are implemented.

Should I document Control of Production and Service Provision?

It is not a mandatory requirement to document your production and service provision process. However, you should always look to adequately define and control any operational processes that directly impact upon product quality. Therefore, the implementation of a production and service provision procedure will be appropriate to most businesses where such activities are undertaken.

How's best to document the process?

Develop and implement a procedure that defines:

• How the organization ensures purchased products conform to specified requirements
• How the organization evaluates potential suppliers
• What information is required for product approval
• Any QMS requirements
• Any design and development interfaces
• How the purchased product is verified

Looking for help documenting this process?

We provide a Process Control Procedure template to help you manage this process in many of our ISO Templates.

Measuring Control of Production and Service Provision effectiveness

The effectiveness of the production and service provision may be evaluated by reviewing all elements of process and by looking for evidence that all activities are planned and conducted under controlled conditions.

ISO 9001 Clauses - DO

• 7 Support
  • 7.1 Resources
    • 7.1.1 General
    • 7.1.2 People
    • 7.1.3 Infrastructure
    • 7.1.4 Environment for the operation of processes
    • 7.1.5 Monitoring and measuring resources
    • Calibrated Equipment Procedure
    • 7.1.6 organizational knowledge
  • Human Resources
  • 7.2 Competence
  • 7.3 Awareness
  • 7.4 Communication
  • 7.5 Documented information
    • 7.5.1 General
    • 7.5.2 Creating and updating documented information
    • 7.5.3 Control of documented information

• 8 Operation
  • 8.1 Operational planning and control
  • 8.2 Requirements for products and services
  • 8.3 Design and development of products and services
  • 8.4 Control of externally provided processes, products and services
  • 8.5 Product and service provision
  • 8.6 Release of products and services
  • 8.7 Control of nonconforming outputs

Updated: 23rd October 2021
Author: Richard Keen

Richard Keen

Richard is our Compliance Director, responsible for content & product development.
But most importantly he is ISO's biggest fanboy and a true evangelist of the standards.
Learn more about Richard