Training Module
Auditing Customer & Requirements Management
Audit requirement determination, change handling, and customer feedback evidence in ISO 9001
Training Module
Auditing Customer & Requirements Management
Audit requirement determination, change handling, and customer feedback evidence in ISO 9001
Training Module
Auditing Customer & Requirements Management
Audit requirement determination, change handling, and customer feedback evidence in ISO 9001
Move from “contract review paperwork” to a traceable requirement-to-delivery story
Customer requirements drift quietly: what was agreed, what changed, what was delivered, and what the customer actually experienced can diverge. This module sharpens how auditors test that story end-to-end using credible evidence, not assumptions.
Move from “contract review paperwork” to a traceable requirement-to-delivery story
Customer requirements drift quietly: what was agreed, what changed, what was delivered, and what the customer actually experienced can diverge. This module sharpens how auditors test that story end-to-end using credible evidence, not assumptions.
Move from “contract review paperwork” to a traceable requirement-to-delivery story
Customer requirements drift quietly: what was agreed, what changed, what was delivered, and what the customer actually experienced can diverge. This module sharpens how auditors test that story end-to-end using credible evidence, not assumptions.
Training module overview
Training module overview
Training module overview
In ISO 9001 audits, “customer requirements” often look tidy on paper while delivery reality shows gaps: ambiguous requirement capture, informal change handling, and weak traceability between what was agreed and what was shipped or provided. Auditors need practical ways to test whether requirement determination, review, and changes are controlled enough to prevent predictable failures, and whether the organisation learns from feedback and complaints.
This standard-specific audit add-on focuses on audit judgement, evidence trails, and red-flag patterns for customer and requirement management in ISO 9001. It does not teach generic audit techniques or how to design requirement management processes; it applies auditor craft to a recurring high-risk area where ISO 9001 expectations and customer contract realities frequently diverge.
In ISO 9001 audits, “customer requirements” often look tidy on paper while delivery reality shows gaps: ambiguous requirement capture, informal change handling, and weak traceability between what was agreed and what was shipped or provided. Auditors need practical ways to test whether requirement determination, review, and changes are controlled enough to prevent predictable failures, and whether the organisation learns from feedback and complaints.
This standard-specific audit add-on focuses on audit judgement, evidence trails, and red-flag patterns for customer and requirement management in ISO 9001. It does not teach generic audit techniques or how to design requirement management processes; it applies auditor craft to a recurring high-risk area where ISO 9001 expectations and customer contract realities frequently diverge.
Applicable environments
This module focuses on auditing clauses and controls that are specific to ISO 9001. It is intended for auditors working with organisations operating a quality management system (QMS) according to this standard.
Target audience
Target audience
Target audience
Aspiring auditors who want to audit quality management systems against ISO 9001 following best practices
Practising ISO 9001 auditors who want to strengthen their audit knowledge, judgement, and effectiveness
Aspiring auditors who want to audit quality management systems against ISO 9001 following best practices
Practising ISO 9001 auditors who want to strengthen their audit knowledge, judgement, and effectiveness
Decision support
Is this module for you?
It is a good fit if you…
audit how customer and requirement management is practiced in delivery.
are aiming to judge traceability from requirements to delivered outcomes.
want to learn or improve how to audit requirements definition, change handling, and feedback use.
need to test whether gaps reflect control weaknesses or execution drift.
expect to strengthen audit conclusions on requirement management effectiveness.
audit how customer and requirement management is practiced in delivery.
are aiming to judge traceability from requirements to delivered outcomes.
want to learn or improve how to audit requirements definition, change handling, and feedback use.
need to test whether gaps reflect control weaknesses or execution drift.
expect to strengthen audit conclusions on requirement management effectiveness.
If most of the points above apply, this module is likely a good fit.
It may not be the best fit if you…
prefer to define, negotiate, or structure customer requirements yourself.
are looking for methods to manage contracts, changes, or customer communication.
focus primarily on improving customer satisfaction or delivery performance.
do not intend to audit customer and requirement management processes.
prefer to define, negotiate, or structure customer requirements yourself.
are looking for methods to manage contracts, changes, or customer communication.
focus primarily on improving customer satisfaction or delivery performance.
do not intend to audit customer and requirement management processes.
Agenda
Agenda
Agenda
What “requirements management” means in an ISO 9001 audit
Determining and reviewing requirements
Change handling across the lifecycle
Contract vs delivery gaps
Customer feedback and complaints as audit evidence
Judgement: adequacy vs effectiveness
Case-based audit simulation
Show detailed agenda...
What “requirements management” means in an ISO 9001 audit
Determining and reviewing requirements
Change handling across the lifecycle
Contract vs delivery gaps
Customer feedback and complaints as audit evidence
Judgement: adequacy vs effectiveness
Case-based audit simulation
Show detailed agenda...
What “requirements management” means in an ISO 9001 audit
Determining and reviewing requirements
Change handling across the lifecycle
Contract vs delivery gaps
Customer feedback and complaints as audit evidence
Judgement: adequacy vs effectiveness
Case-based audit simulation
Show detailed agenda...
Learning outcomes
Learning outcomes
Learning outcomes
Key outcomes
Trace customer requirements from commercial agreement through delivery and acceptance using defensible evidence trails
Test whether requirement review is sufficient to prevent predictable delivery failures
Evaluate change handling controls by sampling how changes are assessed, approved, communicated, and implemented
Trace customer requirements from commercial agreement through delivery and acceptance using defensible evidence trails
Test whether requirement review is sufficient to prevent predictable delivery failures
Evaluate change handling controls by sampling how changes are assessed, approved, communicated, and implemented
Additional capabilities
Identify and substantiate contract vs delivery gaps using typical “gap evidence”
Use customer feedback and complaints as reliable audit evidence for systemic issues, not just operational noise
Form proportionate audit conclusions on adequacy and effectiveness without drifting into process design advice
Identify and substantiate contract vs delivery gaps using typical “gap evidence”
Use customer feedback and complaints as reliable audit evidence for systemic issues, not just operational noise
Form proportionate audit conclusions on adequacy and effectiveness without drifting into process design advice
Additional benefits
Additional benefits
Additional benefits
Learning materials
Slide deck
Participant workbook
Templates & tools
Practical, reusable artefacts to apply the module directly to your organisation.
Requirement-to-delivery audit trail worksheet (contract → specification → delivery → acceptance)
Requirement review evidence checklist (clarity, feasibility, acceptance criteria, statutory/regulatory considerations)
Change handling sampling guide (types of change, approvals, communication, implementation evidence)
Contract vs delivery “gap patterns” reference (common red flags and evidence anchors)
Customer feedback & complaints evidence guide (triage, trend cues, repeat failures, escalation indicators)
Requirement-to-delivery audit trail worksheet (contract → specification → delivery → acceptance)
Requirement review evidence checklist (clarity, feasibility, acceptance criteria, statutory/regulatory considerations)
Change handling sampling guide (types of change, approvals, communication, implementation evidence)
Contract vs delivery “gap patterns” reference (common red flags and evidence anchors)
Customer feedback & complaints evidence guide (triage, trend cues, repeat failures, escalation indicators)
Confirmation
Certificate of completion
Module ID
HAM-QM-A-01
Domain
Audience
Auditor
Language
English
Delivery
Live virtual
Duration
2.5 h
List price
CHF 200
Excl. VAT. VAT may apply depending on customer location and status.
Delivery & learning format
Delivery & learning format
Delivery & learning format
Virtual live teaching
This module is delivered live, with a strong focus on discussion, practical application, and direct interaction with the instructor.
Sessions work through realistic examples, clarify concepts in context, and apply methods directly to participants’ organisational realities.
Custom delivery options
For organisations with specific constraints or learning objectives, the module can be adapted in format or scope, including in-house delivery and contextualised case material.
Not sure if this module is right for you?
Not sure if this module is right for you?
Not sure if this module is right for you?
For an optimal learning experience
Preparation guidance
This module is designed as part of a modular training approach. Topics are deliberately distributed across modules and are not repeated in full, in order to avoid unnecessary redundancy. Each module is self-contained and can be taken on its own. Where prior knowledge or experience is helpful, this is indicated below so you can decide whether any preparation is useful for you.
For an optimal learning experience
Preparation guidance
This module is designed as part of a modular training approach. Topics are deliberately distributed across modules and are not repeated in full, in order to avoid unnecessary redundancy. Each module is self-contained and can be taken on its own. Where prior knowledge or experience is helpful, this is indicated below so you can decide whether any preparation is useful for you.
For an optimal learning experience
Preparation guidance
This module is designed as part of a modular training approach. Topics are deliberately distributed across modules and are not repeated in full, in order to avoid unnecessary redundancy. Each module is self-contained and can be taken on its own. Where prior knowledge or experience is helpful, this is indicated below so you can decide whether any preparation is useful for you.
Assumed background
This module assumes participants can already apply core audit craft (evidence logic, sampling, and professional judgement) and have basic familiarity with ISO 9001 terminology and typical customer-facing process flows.
Helpful background includes:
Ability to distinguish document statements from operational evidence
Comfort tracing process handovers across sales/order entry, delivery/operations, and customer support
Basic understanding of how nonconformities and corrective actions are evidenced (without re-learning the method)
This module assumes participants can already apply core audit craft (evidence logic, sampling, and professional judgement) and have basic familiarity with ISO 9001 terminology and typical customer-facing process flows.
Helpful background includes:
Ability to distinguish document statements from operational evidence
Comfort tracing process handovers across sales/order entry, delivery/operations, and customer support
Basic understanding of how nonconformities and corrective actions are evidenced (without re-learning the method)
Preparatory modules
Foundational modules (depending on background)
Useful if you are new to the underlying concepts or want a shared baseline before attending this module.
Audit Foundations
Understand core audit mindset, evidence logic, materiality-based focus, and audit test plan design
7 h
Audit Foundations
Understand core audit mindset, evidence logic, materiality-based focus, and audit test plan design
7 h
Audit Foundations
Understand core audit mindset, evidence logic, materiality-based focus, and audit test plan design
7 h
Supporting modules (optional)
Helpful if you want to deepen related skills, but not required to participate effectively.
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
7 h
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
7 h
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
7 h
Audit Execution: Communication & Interviewing
Learn the skills for effective interview planning, questioning, and conversation control for reliable audit evidence
7 h
Audit Execution: Communication & Interviewing
Learn the skills for effective interview planning, questioning, and conversation control for reliable audit evidence
7 h
Audit Execution: Communication & Interviewing
Learn the skills for effective interview planning, questioning, and conversation control for reliable audit evidence
7 h
Audit Reporting & Follow-up
Understand how to write evidence-based findings, structure audit reports, and follow up agreed actions to verified closure
7 h
Audit Reporting & Follow-up
Understand how to write evidence-based findings, structure audit reports, and follow up agreed actions to verified closure
7 h
Audit Reporting & Follow-up
Understand how to write evidence-based findings, structure audit reports, and follow up agreed actions to verified closure
7 h
Continuous learning
Follow-up modules
Continuous learning
Follow-up modules
Continuous learning
Follow-up modules
After completion of this module, the following modules are ideal to further deepen your competence. If you are looking for a structured learning path, modules can also be taken as part of a professional track.
Auditing Process Design & Control (QMS)
Understand how to audit ISO 9001 process interactions, end-to-end effectiveness, and interface control across handovers and rework loops
Duration
3 h
List price
CHF 250
View module
Auditing Process Design & Control (QMS)
Understand how to audit ISO 9001 process interactions, end-to-end effectiveness, and interface control across handovers and rework loops
Duration
3 h
List price
CHF 250
View module
Auditing Process Design & Control (QMS)
Understand how to audit ISO 9001 process interactions, end-to-end effectiveness, and interface control across handovers and rework loops
Duration
3 h
List price
CHF 250
View module
Auditing Customer & Requirements Management
Audit requirement determination, change handling, and customer feedback evidence in ISO 9001
Duration
2.5 h
List price
CHF 200
View module
Auditing Customer & Requirements Management
Audit requirement determination, change handling, and customer feedback evidence in ISO 9001
Duration
2.5 h
List price
CHF 200
View module
Auditing Customer & Requirements Management
Audit requirement determination, change handling, and customer feedback evidence in ISO 9001
Duration
2.5 h
List price
CHF 200
View module
Ready to improve your management systems?
We support continuous improvement by embedding ISO requirements into everyday practice and daily operations.
Ready to improve your management systems?
We support continuous improvement by embedding ISO requirements into everyday practice and daily operations.
Ready to improve your management systems?
We support continuous improvement by embedding ISO requirements into everyday practice and daily operations.