7.1 Review of Requests, Tenders, and Contracts

The laboratory shall establish a procedure for reviewing requests, tenders, and contracts to ensure customer requirements are met, resources are available, and contract deviations are managed appropriately.

7.1.1 Establishing a Review Procedure

The laboratory shall have a procedure for the review of requests, tenders, and contracts. The procedure shall ensure that:

  • The requirements are adequately defined, documented, and understood.
  • The laboratory has the capability and resources to meet the requirements.
  • Where external providers are used, the requirements of 6.6 are applied, and the laboratory advises the customer of the specific laboratory activities to be performed by the external provider and gains the customer's approval.
  • The appropriate methods or procedures are selected and are capable of meeting the customer’s requirements.
Note:

It is recognized that externally provided laboratory activities can occur when:

  • The laboratory has the resources and competence to perform the activities but is unable to undertake them for unforeseen reasons.
  • The laboratory does not have the resources or competence to perform the activities.
Note:

For internal or routine customers, reviews of requests, tenders, and contracts can be performed in a simplified way.

7.1.2 Advising on Inappropriate or Outdated Methods

The laboratory shall inform the customer when the method requested by the customer is considered to be inappropriate or out of date.

7.1.3 Statements of Conformity

When the customer requests a statement of conformity to a specification or standard for the test or calibration (e.g., pass/fail, in-tolerance/out-of-tolerance), the specification or standard and the decision rule shall be clearly defined.

Unless inherent in the requested specification or standard, the decision rule selected shall be communicated to, and agreed with, the customer.

Note:

For further guidance on statements of conformity, see ISO/IEC Guide 98-4.

7.1.4 Resolving Contract Differences

Any differences between the request or tender and the contract shall be resolved before laboratory activities commence. Each contract shall be acceptable to both the laboratory and the customer.

Deviations requested by the customer shall not impact the integrity of the laboratory or the validity of the results.

7.1.5 Informing the Customer of Deviations

The customer shall be informed of any deviation from the contract.

7.1.6 Managing Contract Amendments

If a contract is amended after work has commenced, the contract review shall be repeated, and any amendments shall be communicated to all affected personnel.

7.1.7 Customer Cooperation and Monitoring

The laboratory shall cooperate with customers or their representatives in clarifying the customer’s request and in monitoring the laboratory’s performance in relation to the work performed.

Note:

Such cooperation can include:

  • Providing reasonable access to relevant areas of the laboratory to witness customer-specific laboratory activities.
  • Preparation, packaging, and dispatch of items needed by the customer for verification purposes.

7.1.8 Retention of Records

Records of reviews, including any significant changes, shall be retained. Records shall also be retained of pertinent discussions with a customer relating to the customer’s requirements or the results of the laboratory activities.