Clause 8.3 Control of nonconforming product

“The way we see the problem is the problem”

Stephen R. Covey (Management consultant, Writer of The 7 Habits of Highly Effective People) 

It is important that inspections are carried out, it is equally important that people know what to do with the nonconforming (deficient) product if it fails to achieve required characteristics (i.e. failed during inspection). Most importantly, organizations should ensure that nonconforming products are not treated as conforming product and delivered to the customer.
Control of nonconformity should be done by clearly identifying the product as nonconforming. Segregation in designated areas and marking of the product are the most obvious examples.

Someone in each organization should have the authority to decide what to do with nonconforming product. The product may be corrected by repairing, reworking, re-grading for alternative applications or use nonconforming product (to be corrected later at during next process). If all other approaches fail, the product can be scraped.

Unless it is scraped, the nonconforming product (after repair, rework, etc.) should be re-inspected. Sometimes it is an option to use nonconforming product and release it to the customer. This is only allowed with a concession (approval) from the customer and/or other parties.

In the event that a non-conformance is detected after delivery, appropriate action need to be taken. For example, if a catering company discovers that it has inadvertently used processed material that was past its `use-by-date' (expiry date or shelf life); a number of actions might be required to fix the problem:

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  Investigate to find out the extent of the problem;


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  Segregate and quarantine the product;


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  Recall the product from retail outlets and customers;


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  Involve regulatory authorities.

For service industries, it may be difficult or impossible to physically identify or segregate nonconforming service. These organizations, however, are still required to ensure that the nonconforming service does not reach the customer, where possible, and to correct the problem.

ISO 9001 requires that a documented procedure describe how nonconforming products are controlled, as well as the related responsibilities and authorities.

The new requirement, added in 2000 edition is  "To take action regarding the consequences of non conformity, when non conformity is observed after delivery"  

You might have seen, several times, advertisements in local and national news papers from leading automakers of the country stating "Vehicle owners of chassis no. ....... to chassis no. ......... are advised to get their vehicle checked for ......"

This is nothing but the appropriate action, when non conformity was observed after delivery.

In 2008, "Where practicable" term added as the demand of the standard is defined as "where practicable, the organization shall deal with nonconforming product by one or more of the following:

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  take action to eliminate the nonconformity i.e. rework, re-verify after rework


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  accept the product under concession (by authorised person or with customer permission, if required)


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  divert the product to other application


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  take appropriate action, if nonconformity is detected after delivery

Maintain records of nature of nonconformity and subsequent action including concession obtained etc. Addition of term "where practicable" has eased on things for many. The requirement is not diluted, but in some industry segments, like consultancy, it is not practicable to eliminate the detected nonconformity. Though actions can be taken to minimise or nullify the effects of nonconforming service.

So, in short, standard is evolving it self to the requirements of many new segments.

External Document Reference: Documentation Kit

Procedure for Control of Non conforming products