Core processes are defined as all the end-to-end processes representing our core expertise. This includes the corporate processes product development, the gratification of the various customer requirements as well as all customer service processes.
The organization shall plan and control the design and development of the product. During the design and development planning, the organization shall determine the design and development stages, the review, verification and validation that are appropriate to each design and development stage, and the responsibilities and authorities for design and development (DIN EN ISO 9001:2008, 7.3.1. – p. 29).
Product development defines the processes required for the development of new products and the modification of existing designs. It includes the planning and controlling of the development of a specific product, the determination and documentation of product requirements, the preparation, analysis with subsequent comparison of results with the design specification and, finally, the evaluation of a products suitability for the specified application or employment.
Sales, Logistics and Product Processing
The organization shall determine requirements specified by the customer, including the requirements for delivery and postdelivery activities; requirements not stated by the customer but necessary for (…) use, (…) statutory and regulatory requirements applicable to the product (…) (DIN EN ISO 9001:2008, 7.2.2. – p. 27).
The corporate processes Sales, Logistics and Product Processing describe how we realize the different customer needs. We accomplish this, by determining the customer requirements, submitting quotations, reviewing and documenting incoming orders, tracking schedules, customizing products to specific needs, planning and providing materials, planning and controlling the manufacture of components and final products, retrofitting products, managing supplied products and, last but not least, planning sales and commissioning, packaging and shipping of the finished products.
As a measure to gauge the effectiveness of the Quality Management System, the organisation must assess information relating to customers’ perceptions as to whether their needs have been met by the organisation. Methods for obtaining and using these data must be defined (DIN EN ISO 9001:2008, 8.2.1. – p. 40)
The corporate process Customer service explains how our customer service functions, meaning how we proceed in troubleshooting performed by our service technicians, in maintenance, complaint management, service agreement management and in disposal and replacement processes via our replacement part catalogue and replacement part shop.