8.2 产品和服务的要求

8.2.1 顾客沟通

与顾客沟通的内容应包括：

a. 提供有关产品和服务的信息；

b. 处理问询、合同或订单，包括变更；

c. 获取有关产品和服务的顾客反馈，包括顾客投诉；

d. 处置或控制顾客财产；

关系重大时，制定有关应急措施的特定要求。

8.2.2 产品和服务要求的确定

在确定向顾客提供的产品和服务的要求时，组织应确保：

a. 产品和服务的要求得到规定，包括：

1. 适用的法律法规要求；

2. 组织认为的必要要求。

b. 对其所提供的产品和服务，能够满足组织声称的要求。

c. 产品的特殊要求已得到确定，

运行风险已被识别（如：新技术、供应能力，短交付期限）。

8.2.1 Customer communication

Communication with customers shall include:

a. providing information relating to products and services;

b. handling enquiries, contracts or orders, including changes;

c. obtaining customer feedback relating to products and services, including customer complaints;

d. handling or controlling customer property;

e. establishing specific requirements for contingency actions, when relevant.

8.2.2 Determining the requirements for products and services

When determining the requirements for the products and services to be offered to customers, the organization shall ensure that:

a. the requirements for the products and services are defined, including:

1. any applicable statutory and regulatory requirements;

2. 2. those considered necessary by the organization;

b. the organization can meet the claims for the products and services it offers.

c. special requirements of the products and services are determined;

d. operational risks (e.g., new technology, ability and capacity to provide, short delivery time frame) have been identified.