3.52 information system
QMS network of communication channels used within an organization 3.01 [SOURCE: ISO DIS 9000:2014, 3.8.2]
3.53 knowledge
available collection of information 3.50 being a justified belief and having a high certainty to be true [SOURCE: ISO DIS 9000:2014, 3.8.3]
3.54 verification
confirmation, through the provision of objective evidence 3.51, that specified requirements 3.03 have been fulfilled
Note 1 to entry: The objective evidence needed for a verification can be the result of an inspection or of other forms of determination 3.67 such as performing alternative calculations or reviewing documented
information 3.11. Note 2 to entry: The activities carried out for verification are sometimes called a qualification process 3.12
Note 3 to entry: The word verified is used to designate the corresponding status. [SOURCE: ISO DIS 9000:2014, 3.8.5, modified Note 1 to entry has been modified]
3.55 validation
confirmation, through the provision of objective evidence, that the requirements 3.03 for a specific intended use or application have been fulfilled
Note 1 to entry: The objective evidence 3.51 needed for a validation is the result of a test or other form of determination 3.67 such as performing alternative calculations or reviewing documented information
3.11. Note 2 to entry: The word validated is used to designate the corresponding status.
Note 3 to entry: The use conditions for validation can be real or simulated. [SOURCE: ISO DIS 9000:2014, 3.8.6, modified Note 1 to entry has been modified]
3.56 feedback
opinions, comments and expressions of interest in a product, a service or a complaints-handling process [SOURCE: ISO DIS 9000:2014, 3.9.2]
3.57 customer satisfaction
customer s 3.26 perception of the degree to which the customer s expectations have been fulfilled Note 1 to entry: It can be that the customer s 3.26 expectation is not known to the organization 3.01, or
even to himselfherself until the product 3.47 or service 3.48 is delivered. It can be necessary for
achieving high customer satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints 3.58 are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer 3.26 requirements 3.03 have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction.
Note 4 to entry: See ISO 10004, Quality Management Customer satisfaction Guidelines for monitoring and measuring.
[SOURCE: ISO DIS 9000:2014, 3.9.3]
3.58 complaint
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