Training Module
Service Provision & Control
Understand ISO 9001 requirements for controlled service delivery, acceptance and release, customer property, and operational change control
Training Module
Service Provision & Control
Understand ISO 9001 requirements for controlled service delivery, acceptance and release, customer property, and operational change control
Training Module
Service Provision & Control
Understand ISO 9001 requirements for controlled service delivery, acceptance and release, customer property, and operational change control
Is your service delivery reliant on informal execution, leaving gaps in control and traceability?
Learn how to formalise service provision into controlled, auditable operations with clear acceptance and change control.
Is your service delivery reliant on informal execution, leaving gaps in control and traceability?
Learn how to formalise service provision into controlled, auditable operations with clear acceptance and change control.
Is your service delivery reliant on informal execution, leaving gaps in control and traceability?
Learn how to formalise service provision into controlled, auditable operations with clear acceptance and change control.
Training module overview
Training module overview
Training module overview
As service complexity grows, informal working practices lead to inconsistent quality, unmanaged customer property and untraceable changes.
This training module explains how to design delivery conditions and controls that translate customer and regulatory requirements into daily operations. Participants learn to handle customer property responsibly, set acceptance and release points for services, control changes systematically and deal with nonconforming outputs. The emphasis is on practical control of service provision rather than re‑teaching design or contract management.
As service complexity grows, informal working practices lead to inconsistent quality, unmanaged customer property and untraceable changes.
This training module explains how to design delivery conditions and controls that translate customer and regulatory requirements into daily operations. Participants learn to handle customer property responsibly, set acceptance and release points for services, control changes systematically and deal with nonconforming outputs. The emphasis is on practical control of service provision rather than re‑teaching design or contract management.
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…
operate ISO 9001 in a service-based organisation.
rely on people, handovers, and real-time execution to deliver quality.
struggle with inconsistent service delivery across teams, sites, or partners.
need clear acceptance, release, and completion evidence for services.
want service control that works in practice without over-documenting.
operate ISO 9001 in a service-based organisation.
rely on people, handovers, and real-time execution to deliver quality.
struggle with inconsistent service delivery across teams, sites, or partners.
need clear acceptance, release, and completion evidence for services.
want service control that works in practice without over-documenting.
If most of the points above apply, this module is likely a good fit.
It may not be the best fit if you…
focus primarily on product manufacturing or production control.
are looking to design or redesign services end-to-end (service design & development).
already run stable, consistently controlled service operations with clear acceptance and change controls.
want generic service management or ITSM frameworks rather than ISO 9001 execution control.
focus primarily on product manufacturing or production control.
are looking to design or redesign services end-to-end (service design & development).
already run stable, consistently controlled service operations with clear acceptance and change controls.
want generic service management or ITSM frameworks rather than ISO 9001 execution control.
Agenda
Agenda
Agenda
ISO 9001 view of “controlled service provision”
Translating service requirements into operational controls
Customer property in service delivery
Acceptance, release, and service completion evidence
Nonconforming service outputs
Control of changes during service delivery
Externally provided services within delivery
Case-based workshop
Show detailed agenda...
ISO 9001 view of “controlled service provision”
Translating service requirements into operational controls
Customer property in service delivery
Acceptance, release, and service completion evidence
Nonconforming service outputs
Control of changes during service delivery
Externally provided services within delivery
Case-based workshop
Show detailed agenda...
ISO 9001 view of “controlled service provision”
Translating service requirements into operational controls
Customer property in service delivery
Acceptance, release, and service completion evidence
Nonconforming service outputs
Control of changes during service delivery
Externally provided services within delivery
Case-based workshop
Show detailed agenda...
Learning outcomes
Learning outcomes
Learning outcomes
Key outcomes
Interpret ISO 9001 expectations for controlled service provision and distinguish them from design activities
Translate service requirements into delivery controls that specify how, when and by whom tasks are performed
Handle customer property with defined responsibilities and evidence
Interpret ISO 9001 expectations for controlled service provision and distinguish them from design activities
Translate service requirements into delivery controls that specify how, when and by whom tasks are performed
Handle customer property with defined responsibilities and evidence
Additional capabilities
Establish acceptance and release points with appropriate evidence
Apply change control to services without disrupting delivery continuity
Implement nonconforming output procedures that allow recovery and learning
Establish acceptance and release points with appropriate evidence
Apply change control to services without disrupting delivery continuity
Implement nonconforming output procedures that allow recovery and learning
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.
Service provision control pack
Acceptance & release checklist
Operational change record template
Nonconforming service output record template
Checklist for integration of externally provided services
Service provision control pack
Acceptance & release checklist
Operational change record template
Nonconforming service output record template
Checklist for integration of externally provided services
Confirmation
Certificate of completion
Module ID
HAM-QM-S-05
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
This module assumes general familiarity with management system implementation and basic process thinking. It does not assume prior ISO clause knowledge.
Helpful background includes:
Understanding of process ownership, handovers, and basic service delivery workflows
Familiarity with documented information concepts (where operational records live and why they matter)
Basic understanding of improvement concepts (nonconformance vs. corrective action)
This module assumes general familiarity with management system implementation and basic process thinking. It does not assume prior ISO clause knowledge.
Helpful background includes:
Understanding of process ownership, handovers, and basic service delivery workflows
Familiarity with documented information concepts (where operational records live and why they matter)
Basic understanding of improvement concepts (nonconformance vs. corrective action)
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.
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
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
Performance Evaluation Foundations
Learn the fundamentals of analysing performance results, interpreting trends and deviations, and summarising evaluation outputs for management decisions
Duration
7 h
List price
CHF 550
View module
Performance Evaluation Foundations
Learn the fundamentals of analysing performance results, interpreting trends and deviations, and summarising evaluation outputs for management decisions
Duration
7 h
List price
CHF 550
View module
Performance Evaluation Foundations
Learn the fundamentals of analysing performance results, interpreting trends and deviations, and summarising evaluation outputs for management decisions
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
Supplier Management Foundations
Learn the fundamentals of selecting, qualifying, and controlling suppliers and outsourced processes across their lifecycle
Duration
7 h
List price
CHF 550
View module
Supplier Management Foundations
Learn the fundamentals of selecting, qualifying, and controlling suppliers and outsourced processes across their lifecycle
Duration
7 h
List price
CHF 550
View module
Supplier Management Foundations
Learn the fundamentals of selecting, qualifying, and controlling suppliers and outsourced processes across their lifecycle
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.