Training Module
Training Module
Service Provision & Control
Understand ISO 9001 requirements for controlled service delivery, acceptance and release, customer property, and operational change control
Understand
Implement
Manage
Audit
Training module overview
Many ISO 9001 implementations treat “service provision” as self-evident: teams deliver, issues are fixed as they arise, and evidence is reconstructed when needed. This works until complexity grows—multiple teams, customer-facing changes, subcontractors, regulated environments, or high consequences of failure—where inconsistent execution and weak acceptance controls create recurring quality problems and audit friction.
This module focuses on ISO 9001’s expectations for controlled service delivery: defining delivery conditions and controls, managing customer property (including information and access), setting acceptance and release points, controlling operational changes, and handling nonconforming service outputs. It is explicitly not a service design module and does not cover customer requirement determination, contract review, or manufacturing/production control; it applies ISO 9001 requirements to service operations and their evidence.
Many ISO 9001 implementations treat “service provision” as self-evident: teams deliver, issues are fixed as they arise, and evidence is reconstructed when needed. This works until complexity grows—multiple teams, customer-facing changes, subcontractors, regulated environments, or high consequences of failure—where inconsistent execution and weak acceptance controls create recurring quality problems and audit friction.
This module focuses on ISO 9001’s expectations for controlled service delivery: defining delivery conditions and controls, managing customer property (including information and access), setting acceptance and release points, controlling operational changes, and handling nonconforming service outputs. It is explicitly not a service design module and does not cover customer requirement determination, contract review, or manufacturing/production control; it applies ISO 9001 requirements to service operations and their evidence.
Target audience
Quality managers and ISO 9001 management system implementers in service organisations
Service delivery / operations managers and process owners
Team leads responsible for consistent service execution across shifts, sites, or partners
Coordinators responsible for service documentation, work instructions, and delivery evidence
Managers overseeing outsourced or jointly delivered services who need clear control points
Quality managers and ISO 9001 management system implementers in service organisations
Service delivery / operations managers and process owners
Team leads responsible for consistent service execution across shifts, sites, or partners
Coordinators responsible for service documentation, work instructions, and delivery evidence
Managers overseeing outsourced or jointly delivered services who need clear control points
Agenda
ISO 9001 view of “controlled service provision”
What control means in services (conditions, criteria, competence, resources, evidence)
Typical service failure modes: handovers, tacit work, “last-minute” changes
Translating service requirements into operational controls
From service promise to delivery conditions (tools, environments, roles, instructions)
Defining control points without turning service work into bureaucracy
Customer property in service delivery
Customer-owned equipment, data, credentials, IP, premises access, and materials
Practical handling: protection, traceability, incident handling, and communication
Acceptance, release, and service completion evidence
Acceptance criteria, sign-off patterns, and “definition of done” in services
Evidence packages: what to retain, where it lives, and who owns it
Nonconforming service outputs
Containment, correction, concessions, and customer communication in service contexts
Documenting nonconformance outcomes and interfaces to corrective action
Control of changes during service delivery
Operational change triggers: scope shifts, resource substitutions, tooling changes
Change approval, impact awareness, and maintaining service integrity
Externally provided services within delivery
When delivery relies on subcontractors / platforms / shared service chains
Service-side controls: clear requirements, verification, and handover evidence
Workshop (case-based)
Build a service delivery control model for a Halderstone case service
Optional: map your own service (in-house deliveries) or as individual exercise (open modules)
ISO 9001 view of “controlled service provision”
What control means in services (conditions, criteria, competence, resources, evidence)
Typical service failure modes: handovers, tacit work, “last-minute” changes
Translating service requirements into operational controls
From service promise to delivery conditions (tools, environments, roles, instructions)
Defining control points without turning service work into bureaucracy
Customer property in service delivery
Customer-owned equipment, data, credentials, IP, premises access, and materials
Practical handling: protection, traceability, incident handling, and communication
Acceptance, release, and service completion evidence
Acceptance criteria, sign-off patterns, and “definition of done” in services
Evidence packages: what to retain, where it lives, and who owns it
Nonconforming service outputs
Containment, correction, concessions, and customer communication in service contexts
Documenting nonconformance outcomes and interfaces to corrective action
Control of changes during service delivery
Operational change triggers: scope shifts, resource substitutions, tooling changes
Change approval, impact awareness, and maintaining service integrity
Externally provided services within delivery
When delivery relies on subcontractors / platforms / shared service chains
Service-side controls: clear requirements, verification, and handover evidence
Workshop (case-based)
Build a service delivery control model for a Halderstone case service
Optional: map your own service (in-house deliveries) or as individual exercise (open modules)
Course ID:
HAM-SPC-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
Interpret ISO 9001 expectations for controlled service provision and distinguish them from service design and customer requirement management
Translate service requirements into practical delivery controls, roles, and documented information suited to service operations
Define and implement customer property handling for service contexts (including information, access, and customer assets)
Establish acceptance and release points with proportionate evidence that supports governance and auditability
Apply disciplined operational change control during service provision without disrupting delivery flow
Implement a service-appropriate approach to nonconforming outputs and connect it cleanly to the organisation’s improvement system
Identify control needs for externally provided service steps and integrate them into service delivery assurance
Interpret ISO 9001 expectations for controlled service provision and distinguish them from service design and customer requirement management
Translate service requirements into practical delivery controls, roles, and documented information suited to service operations
Define and implement customer property handling for service contexts (including information, access, and customer assets)
Establish acceptance and release points with proportionate evidence that supports governance and auditability
Apply disciplined operational change control during service provision without disrupting delivery flow
Implement a service-appropriate approach to nonconforming outputs and connect it cleanly to the organisation’s improvement system
Identify control needs for externally provided service steps and integrate them into service delivery assurance
Learning materials
Slide deck
Participant workbook
Certificate of completion
Slide deck
Participant workbook
Certificate of completion
Templates & tools
Service provision control plan (service controls, roles, evidence, and control points)
Acceptance & release checklist (service completion and sign-off patterns)
Customer property register (assets, information, access, protection measures, return/disposal)
Service delivery evidence pack guide (what evidence is expected, ownership, retention location)
Operational change record (trigger, impact note, approval, implementation, validation)
Nonconforming service output record (containment/correction, concession, customer communication)
Externally provided service integration checklist (handover, verification, evidence, escalation)
Optional AI prompt set for summarising service delivery evidence and change history (supporting judgement, not replacing it)
Service provision control plan (service controls, roles, evidence, and control points)
Acceptance & release checklist (service completion and sign-off patterns)
Customer property register (assets, information, access, protection measures, return/disposal)
Service delivery evidence pack guide (what evidence is expected, ownership, retention location)
Operational change record (trigger, impact note, approval, implementation, validation)
Nonconforming service output record (containment/correction, concession, customer communication)
Externally provided service integration checklist (handover, verification, evidence, escalation)
Optional AI prompt set for summarising service delivery evidence and change history (supporting judgement, not replacing it)
Prerequisites
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)
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
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
Improvement Management: Corrective Actions, Effectiveness, and Continual Improvement
Understand corrective actions, root cause analysis, action tracking, and effectiveness verification in management systems
7 h
Improvement Management: Corrective Actions, Effectiveness, and Continual Improvement
Understand corrective actions, root cause analysis, action tracking, and effectiveness verification in management systems
7 h
Improvement Management: Corrective Actions, Effectiveness, and Continual Improvement
Understand corrective actions, root cause analysis, action tracking, and effectiveness verification in management systems
7 h
Risk Management Foundations: Consistent Risk and Opportunity Logic Across Management Systems
Learn the fundamentals of identifying, evaluating, treating, and monitoring risks and opportunities across management systems.
7 h
Risk Management Foundations: Consistent Risk and Opportunity Logic Across Management Systems
Learn the fundamentals of identifying, evaluating, treating, and monitoring risks and opportunities across management systems.
7 h
Risk Management Foundations: Consistent Risk and Opportunity Logic Across Management Systems
Learn the fundamentals of identifying, evaluating, treating, and monitoring risks and opportunities across management systems.
7 h
Helpful preparatory modules
The modules below prepare for an optimal learning experience – but are not strictly necessary for participants to follow.
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
Monitoring & Measurement Foundations: Collecting and Validating Performance Data Across the System
Learn the fundamentals of measurement methods, data quality checks, and measurement registers for consistent performance data.
7 h
Monitoring & Measurement Foundations: Collecting and Validating Performance Data Across the System
Learn the fundamentals of measurement methods, data quality checks, and measurement registers for consistent performance data.
7 h
Monitoring & Measurement Foundations: Collecting and Validating Performance Data Across the System
Learn the fundamentals of measurement methods, data quality checks, and measurement registers for consistent performance data.
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.