Training Module
Training Module
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
Understand
Implement
Manage
Audit
Training module overview
In ISO 9001, “customer focus” becomes operational when organisations can reliably determine what is needed, confirm what is being agreed, and keep that agreement controlled as circumstances change. Without this, teams compensate with informal workarounds: assumptions creep in, commitments diverge across sales and delivery, and disputes appear late—when correction is expensive.
This module shows how to implement customer and requirements management as a practical interface between customer interaction and operational execution. It focuses on how requirements are captured, reviewed, confirmed, communicated, changed, and handed over. It explicitly does not teach service provision control, production control, or design & development execution; it establishes the requirement baseline and governance that those modules rely on.
In ISO 9001, “customer focus” becomes operational when organisations can reliably determine what is needed, confirm what is being agreed, and keep that agreement controlled as circumstances change. Without this, teams compensate with informal workarounds: assumptions creep in, commitments diverge across sales and delivery, and disputes appear late—when correction is expensive.
This module shows how to implement customer and requirements management as a practical interface between customer interaction and operational execution. It focuses on how requirements are captured, reviewed, confirmed, communicated, changed, and handed over. It explicitly does not teach service provision control, production control, or design & development execution; it establishes the requirement baseline and governance that those modules rely on.
Target audience
Quality managers and ISO 9001 management system implementers
Sales-to-delivery interface owners (commercial, account management, bid management)
Process owners responsible for order intake, contract review, and change handling
Service managers / operations managers who receive requirements handovers
Internal coordinators supporting customer communication, complaints routing, and requirement records
Quality managers and ISO 9001 management system implementers
Sales-to-delivery interface owners (commercial, account management, bid management)
Process owners responsible for order intake, contract review, and change handling
Service managers / operations managers who receive requirements handovers
Internal coordinators supporting customer communication, complaints routing, and requirement records
Agenda
Scope and boundaries of customer & requirements management
What belongs in this module vs. delivery control and design & development modules
Typical failure modes at the sales–delivery boundary
Determining requirements for products and services
Sources of requirements (stated, implied, statutory/regulatory, internal)
Making requirements usable: clarity, acceptance criteria, constraints, assumptions
Customer communication as a controlled interface
Communication channels, responsibilities, and traceability expectations
Managing commitments: what must be confirmed vs. what can remain informal
Reviewing requirements before commitment
Practical review checks (capability, capacity, constraints, exceptions)
Handling differences between quote, order, contract, and delivery reality
Confirming and recording agreed requirements
What needs to be documented and where it belongs (without duplicating systems)
Handovers: what “delivery-ready requirements” look like
Controlling changes to requirements
Change triggers, impact checks, approvals, and customer re-confirmation
Preventing uncontrolled “scope creep” and silent requirement drift
Customer feedback and complaints as requirement signals
Distinguishing delivery issues from requirement issues
Routing and escalation interfaces (without teaching corrective action mechanics)
Technology as an enabler (optional)
Using digital workflows to track reviews, decisions, and changes
Using AI-assisted extraction/summarisation for requirement texts and change deltas (with human review)
Workshop (case-based)
Build a requirements set from a mixed customer input pack
Perform an order/contract review and produce a clean handover + change control approach
Scope and boundaries of customer & requirements management
What belongs in this module vs. delivery control and design & development modules
Typical failure modes at the sales–delivery boundary
Determining requirements for products and services
Sources of requirements (stated, implied, statutory/regulatory, internal)
Making requirements usable: clarity, acceptance criteria, constraints, assumptions
Customer communication as a controlled interface
Communication channels, responsibilities, and traceability expectations
Managing commitments: what must be confirmed vs. what can remain informal
Reviewing requirements before commitment
Practical review checks (capability, capacity, constraints, exceptions)
Handling differences between quote, order, contract, and delivery reality
Confirming and recording agreed requirements
What needs to be documented and where it belongs (without duplicating systems)
Handovers: what “delivery-ready requirements” look like
Controlling changes to requirements
Change triggers, impact checks, approvals, and customer re-confirmation
Preventing uncontrolled “scope creep” and silent requirement drift
Customer feedback and complaints as requirement signals
Distinguishing delivery issues from requirement issues
Routing and escalation interfaces (without teaching corrective action mechanics)
Technology as an enabler (optional)
Using digital workflows to track reviews, decisions, and changes
Using AI-assisted extraction/summarisation for requirement texts and change deltas (with human review)
Workshop (case-based)
Build a requirements set from a mixed customer input pack
Perform an order/contract review and produce a clean handover + change control approach
Course ID:
HAM-CRM-1
Audience:
Manager
Domain:
Quality
Available in:
English
Duration:
7 h
List price:
CHF 550
Excl. VAT. VAT may apply depending on customer location and status.
What you get
Learning outcomes
Distinguish customer requirements management from delivery control and design & development execution responsibilities
Determine and structure customer requirements into a usable, reviewable requirement set
Run a pragmatic requirement review before commitment, including handling gaps and conflicts
Define what must be confirmed to the customer and how commitments are recorded and maintained
Implement a simple, auditable approach to controlling requirement changes across sales and delivery
Set up clear handover expectations so delivery teams receive a stable baseline and known open points
Distinguish customer requirements management from delivery control and design & development execution responsibilities
Determine and structure customer requirements into a usable, reviewable requirement set
Run a pragmatic requirement review before commitment, including handling gaps and conflicts
Define what must be confirmed to the customer and how commitments are recorded and maintained
Implement a simple, auditable approach to controlling requirement changes across sales and delivery
Set up clear handover expectations so delivery teams receive a stable baseline and known open points
Learning materials
Slide deck
Participant workbook
Certificate of completion
Slide deck
Participant workbook
Certificate of completion
Templates & tools
Requirement intake checklist (sources, assumptions, acceptance criteria)
Contract / order review checklist (capability, exceptions, constraints, confirmation)
Customer commitment record (what was agreed, when, by whom)
Requirements baseline & handover pack outline (delivery-ready minimum)
Requirement change request and impact check form
Customer communication log template (channels, decisions, confirmations)
Feedback/complaint triage sheet (requirement signal vs. delivery issue)
Optional AI prompt set for requirement extraction, summarisation, and change-delta highlighting
Requirement intake checklist (sources, assumptions, acceptance criteria)
Contract / order review checklist (capability, exceptions, constraints, confirmation)
Customer commitment record (what was agreed, when, by whom)
Requirements baseline & handover pack outline (delivery-ready minimum)
Requirement change request and impact check form
Customer communication log template (channels, decisions, confirmations)
Feedback/complaint triage sheet (requirement signal vs. delivery issue)
Optional AI prompt set for requirement extraction, summarisation, and change-delta highlighting
Prerequisites
This module assumes general familiarity with management system concepts and how ISO 9001 is implemented in an organisation. Participants should be comfortable describing processes, responsibilities, and documented information at a practical level.
Helpful background includes:
Basic understanding of process ownership and operational handovers
Familiarity with documented information concepts (what to document, where, and why)
Experience with customer-facing commitments (sales, bids, contracts, SLAs, statements of work)
This module assumes general familiarity with management system concepts and how ISO 9001 is implemented in an organisation. Participants should be comfortable describing processes, responsibilities, and documented information at a practical level.
Helpful background includes:
Basic understanding of process ownership and operational handovers
Familiarity with documented information concepts (what to document, where, and why)
Experience with customer-facing commitments (sales, bids, contracts, SLAs, statements of work)
Strongly recommended preparatory modules
System Foundations: Context, Stakeholders, and System Boundaries
Understand organisational context, stakeholders, and system boundaries
7 h
System Foundations: Context, Stakeholders, and System Boundaries
Understand organisational context, stakeholders, and system boundaries
7 h
System Foundations: Context, Stakeholders, and System Boundaries
Understand organisational context, stakeholders, and system boundaries
7 h
Helpful preparatory modules
The modules below prepare for an optimal learning experience – but are not strictly necessary for participants to follow.
Documentation & Knowledge Foundations: Documented Information, Records, and Organisational Knowledge
Fundamentals of documented information control, records, and knowledge capture for management systems
7 h
Documentation & Knowledge Foundations: Documented Information, Records, and Organisational Knowledge
Fundamentals of documented information control, records, and knowledge capture for management systems
7 h
Documentation & Knowledge Foundations: Documented Information, Records, and Organisational Knowledge
Fundamentals of documented information control, records, and knowledge capture for management systems
7 h
People & Communication Foundations: Building Competence, Awareness, and Communication
Learn the fundamentals of competence planning, awareness building, and structured communication in management systems
7 h
People & Communication Foundations: Building Competence, Awareness, and Communication
Learn the fundamentals of competence planning, awareness building, and structured communication in management systems
7 h
People & Communication Foundations: Building Competence, Awareness, and Communication
Learn the fundamentals of competence planning, awareness building, and structured communication in management systems
7 h
Continuous learning
Follow-up modules
Follow-up modules
After completion of this module, the following modules are ideal to further deepen the participant's competence.
After completion of this module, the following modules are ideal to further deepen the participant's competence.
Ready to achieve mastery?
Bring ISO requirements into everyday practice to reduce avoidable issues and strengthen the trust of your customers and stakeholders.
Ready to achieve mastery?
Bring ISO requirements into everyday practice to reduce avoidable issues and strengthen the trust of your customers and stakeholders.
Ready to achieve mastery?
Bring ISO requirements into everyday practice to reduce avoidable issues and strengthen the trust of your customers and stakeholders.