To perform a GAP analysis and verify if there is a defined process for reviewing and communicating with customers regarding information related to products and services, inquiries, contracts, or order handling, you should:

1. Examine Documented Processes

Look for documented procedures that outline how the organization communicates with customers. These documents should specify the methods used for providing information about products and services, handling inquiries, and managing contracts or orders. Ensure that these processes are clearly defined and accessible to relevant staff members.

2. Check for Evidence of Implementation

Verify that the documented processes are not only in place but also actively followed. Review records of customer communications, including emails, meeting notes, or call logs, to confirm that inquiries and orders are handled according to the defined procedures. This can include looking for documentation that demonstrates the steps taken when a customer inquiry is received and how the organization responds.

3. Assess Feedback and Improvement Mechanisms

Evaluate whether there is a process for reviewing customer feedback related to these communications. This could involve checking if there are regular reviews of customer interactions, and if feedback is used to improve communication processes. Look for any recorded analyses or reports that assess the effectiveness of the communication methods and highlight areas for improvement.

By confirming these elements, you can determine whether the organization has a compliant process for reviewing and communicating with customers regarding the relevant aspects of products and services.