Control of nonconforming outputs in ISO 9001
Introduction
The ISO 9001 standard, a widely recognized quality management standard, sets fundamental requirements for continuous improvement in organizations. One of these requirements relates to the management of non-conforming outputs, i.e., situations in which products or services do not meet established standards or requirements. In this article, we will explore in a straightforward manner how to deal with this need and provide real examples to illustrate its application, along with the benefits it brings.
Managing Quality Issues in ISO 9001
1. Identifying Problems
The first step in this process is to identify problems when products or services do not meet expectations. For example, imagine a product with a broken component is found in the warehouse; here we have an identified problem.
Identifying these problems in a timely manner prevents defective products from reaching our customers, protecting our reputation and customer satisfaction.
2. Taking Appropriate Actions
Once problems have been identified, it is crucial to take appropriate actions to resolve them. In the case of a product with a broken component, the appropriate action could be to repair or replace the defective part.
Taking timely actions minimizes costs associated with returns and rejections, as well as reduces the risk of non-compliance with quality standards.
3. Proportionality in Actions
It is important that the actions taken are proportional to the severity of the problem. For instance, if the defect is minor and does not affect the product's main functionality, it could be accepted with a concession.
Proportional actions save resources and time by avoiding the disposal of products that are still useful.
4. Post-Delivery Application
Managing quality issues is not limited to the production stage only. If a customer reports a problem with a service after delivery, it is vital to address it effectively.
This demonstrates a continuous commitment to customer satisfaction and ongoing process improvement.
5. Possible Actions
There are various actions you can take to address quality issues, such as repairing a product, segregating defective products, returning products to the supplier, suspending the delivery of products and services, informing customers, or in exceptional cases, obtaining a concession to accept non-conforming products under specific conditions.
These actions reduce costs by avoiding the delivery of defective products and improve customer satisfaction by effectively addressing issues.
6. Action Records
Maintaining detailed records of all actions taken is essential. This record should include a description of the problem, the actions taken, concessions obtained, and the authority responsible for making decisions.
It facilitates monitoring and auditing of actions related to non-conforming products and provides a historical record for future improvements and learning.
Examples of Application and Benefits
| Point | Example of Application | Benefits |
|---|---|---|
| 1. Identifying Problems | A product has a broken component. | Prevent defective products from being used or delivered, protecting the company's reputation and customer satisfaction. |
| 2. Taking Appropriate Actions | Repair the broken component or replace it. | Minimize costs associated with rejection or return and reduce the risk of non-compliance. |
| 3. Proportionality in Actions | Accept a minor defect with a concession. | Save time and resources by not discarding still usable products. |
| 4. Post-Delivery Application | Address issues reported by customers after delivery. | Demonstrate a continuous commitment to customer satisfaction and ongoing process improvement. |
| 5. Possible Actions | - Repair a product. - Segregate defective products. - Return defective products to the supplier. - Suspend the delivery of products and services. - Inform customers. - Obtain a concession to accept non-conforming products under specific conditions. | Reduce costs by avoiding the delivery of defective products and improve customer satisfaction by effectively addressing issues. |
| 6. Action Records | Document the problem, actions taken, concessions obtained, and the authority responsible for decisions. | Facilitate monitoring and auditing of actions related to non-conforming products and provide a historical record for future improvements and learning. |
Conclusion
Managing quality issues according to ISO 9001 is essential for ensuring quality and customer satisfaction. Identifying problems, taking appropriate actions, considering the proportionality of actions, applying these measures before and after delivery, and maintaining a record of actions are key practices to comply with this requirement. Effective management of quality issues not only enhances quality but also safeguards the company's reputation and reduces costs.
In summary, following these steps ensures that products and services meet quality standards and that appropriate actions are taken when they do not, which is fundamental for quality management and customer satisfaction.
For more information on successful ISO 9001 implementation and quality management, do not hesitate to contact us.