Training Module
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
Training Module
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
Training Module
Customer & Requirements Management
Understand how to determine, review, agree, and control customer requirements and related customer communications in ISO 9001
Are customer requirements constantly misinterpreted or changed without agreement?
Learn how to capture, review, agree and control customer requirements so that commitments become shared and reliable.
Are customer requirements constantly misinterpreted or changed without agreement?
Learn how to capture, review, agree and control customer requirements so that commitments become shared and reliable.
Are customer requirements constantly misinterpreted or changed without agreement?
Learn how to capture, review, agree and control customer requirements so that commitments become shared and reliable.
Training module overview
Training module overview
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, making later correction 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, making later correction 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.
Applicable environments
This module applies to organisations implementing or operating a Quality Management System (QMS) in line with ISO 9001. It focuses on how the standard’s requirements are interpreted and applied in practice within real organisational contexts.
The content is relevant for organisations seeking certification as well as for those using ISO 9001 as a reference framework to structure responsibilities, processes, and controls in the quality management domain.
Target audience
Target audience
Target audience
People involved in designing, building, operating, or improving a QMS aligned with ISO 9001
Executives and department heads accountable for the effectiveness and performance of a QMS
Those responsible for processes, policies, IT systems, risks, and controls related to quality management
Auditors of ISO 9001 who want to deepen their understanding of management-side best practices (not audit technique)
People involved in designing, building, operating, or improving a QMS aligned with ISO 9001
Executives and department heads accountable for the effectiveness and performance of a QMS
Those responsible for processes, policies, IT systems, risks, and controls related to quality management
Auditors of ISO 9001 who want to deepen their understanding of management-side best practices (not audit technique)
Decision support
Is this module for you?
It is a good fit if you…
implement, operate, or coordinate a quality management system under ISO 9001.
work at the interface between customer interaction and operational delivery.
struggle with unclear, informal, or changing customer requirements.
need a controlled way to agree, record, communicate, and change requirements.
want fewer handover issues, disputes, and late corrections.
implement, operate, or coordinate a quality management system under ISO 9001.
work at the interface between customer interaction and operational delivery.
struggle with unclear, informal, or changing customer requirements.
need a controlled way to agree, record, communicate, and change requirements.
want fewer handover issues, disputes, and late corrections.
If most of the points above apply, this module is likely a good fit.
It may not be the best fit if you…
already operate a clear, consistently applied requirements management process.
are not involved in customer requirements, order review, or change handling.
need detailed service provision, production control, or design methods.
are looking for sales techniques or customer relationship training.
already operate a clear, consistently applied requirements management process.
are not involved in customer requirements, order review, or change handling.
need detailed service provision, production control, or design methods.
are looking for sales techniques or customer relationship training.
Agenda
Agenda
Agenda
Scope and boundaries of customer & requirements management
Determining requirements for products and services
Customer communication as a controlled interface
Reviewing requirements before commitment
Confirming and recording agreed requirements
Controlling changes to requirements
Customer feedback and complaints as requirement signals
Technology as an enabler
Case-based workshop
Show detailed agenda...
Scope and boundaries of customer & requirements management
Determining requirements for products and services
Customer communication as a controlled interface
Reviewing requirements before commitment
Confirming and recording agreed requirements
Controlling changes to requirements
Customer feedback and complaints as requirement signals
Technology as an enabler
Case-based workshop
Show detailed agenda...
Scope and boundaries of customer & requirements management
Determining requirements for products and services
Customer communication as a controlled interface
Reviewing requirements before commitment
Confirming and recording agreed requirements
Controlling changes to requirements
Customer feedback and complaints as requirement signals
Technology as an enabler
Case-based workshop
Show detailed agenda...
Learning outcomes
Learning outcomes
Learning outcomes
Key outcomes
Structure and document customer requirements so they are clear and agreed
Conduct and evidence requirement and contract reviews that turn intent into commitments
Confirm commitments with customers and internal teams to create a shared reference point
Structure and document customer requirements so they are clear and agreed
Conduct and evidence requirement and contract reviews that turn intent into commitments
Confirm commitments with customers and internal teams to create a shared reference point
Additional capabilities
Distinguish requirements management from sales, design, and change control activities
Control requirement changes and communicate them across functions
Set up handover expectations for order intake and contract review
Distinguish requirements management from sales, design, and change control activities
Control requirement changes and communicate them across functions
Set up handover expectations for order intake and contract review
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 intake checklist
Customer commitment record (what was agreed, when, by whom)
Requirement change request and impact check form
Customer communication log template
Feedback/complaint triage sheet
AI prompt set for requirement management
Requirement intake checklist
Customer commitment record (what was agreed, when, by whom)
Requirement change request and impact check form
Customer communication log template
Feedback/complaint triage sheet
AI prompt set for requirement management
Confirmation
Certificate of completion
Module ID
HAM-QM-S-01
Domain
Audience
Manager
Auditor
Language
English
Delivery
Live virtual
Duration
7 h
List price
CHF 550
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
Participants should be comfortable discussing elements of operational control at a practical level. 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)
Participants should be comfortable discussing elements of operational control at a practical level. 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)
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.
Operational Control Foundations
Learn the fundamentals of designing and running controlled operational processes with clear roles, controls, records, and change handling
7 h
Operational Control Foundations
Learn the fundamentals of designing and running controlled operational processes with clear roles, controls, records, and change handling
7 h
Operational Control Foundations
Learn the fundamentals of designing and running controlled operational processes with clear roles, controls, records, and change handling
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.
Documentation & Knowledge Foundations
Fundamentals of documented information control, records, and knowledge capture for management systems
Duration
7 h
List price
CHF 550
View module
Documentation & Knowledge Foundations
Fundamentals of documented information control, records, and knowledge capture for management systems
Duration
7 h
List price
CHF 550
View module
Documentation & Knowledge Foundations
Fundamentals of documented information control, records, and knowledge capture for management systems
Duration
7 h
List price
CHF 550
View module
Objectives & Performance Foundations
Learn the fundamentals of objective setting, KPI definition, and KPI governance for management systems
Duration
7 h
List price
CHF 550
View module
Objectives & Performance Foundations
Learn the fundamentals of objective setting, KPI definition, and KPI governance for management systems
Duration
7 h
List price
CHF 550
View module
Objectives & Performance Foundations
Learn the fundamentals of objective setting, KPI definition, and KPI governance for management systems
Duration
7 h
List price
CHF 550
View module
Monitoring & Measurement Foundations
Learn the fundamentals of measurement methods, data quality checks, and measurement registers for consistent performance data
Duration
7 h
List price
CHF 550
View module
Monitoring & Measurement Foundations
Learn the fundamentals of measurement methods, data quality checks, and measurement registers for consistent performance data
Duration
7 h
List price
CHF 550
View module
Monitoring & Measurement Foundations
Learn the fundamentals of measurement methods, data quality checks, and measurement registers for consistent performance data
Duration
7 h
List price
CHF 550
View module
Improvement Management
Understand corrective actions, root cause analysis, action tracking, and effectiveness verification in management systems
Duration
7 h
List price
CHF 550
View module
Improvement Management
Understand corrective actions, root cause analysis, action tracking, and effectiveness verification in management systems
Duration
7 h
List price
CHF 550
View module
Improvement Management
Understand corrective actions, root cause analysis, action tracking, and effectiveness verification in management systems
Duration
7 h
List price
CHF 550
View module
Product Design & Development
Understand ISO 9001 product design and development controls, required evidence, and design change management
Duration
7 h
List price
CHF 550
View module
Product Design & Development
Understand ISO 9001 product design and development controls, required evidence, and design change management
Duration
7 h
List price
CHF 550
View module
Product Design & Development
Understand ISO 9001 product design and development controls, required evidence, and design change management
Duration
7 h
List price
CHF 550
View module
Service Design & Development
Understand how to plan, control, and evidence service design and development under ISO 9001
Duration
7 h
List price
CHF 550
View module
Service Design & Development
Understand how to plan, control, and evidence service design and development under ISO 9001
Duration
7 h
List price
CHF 550
View module
Service Design & Development
Understand how to plan, control, and evidence service design and development under ISO 9001
Duration
7 h
List price
CHF 550
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.