Kindly Review my Control of Non-Conforming Product Procedure

[JuhoS]

Thanks for all the comments.

As EEJen righly pointed out, I am trying to match the standard to our process. I do think that for some service organization, such as ours, this clause is very manufacturing biased.

My main concern is that due to the nature of our work, we don't really get any customer complaints. Rarely (if ever) would we be contacted by an end-user to inform us that something is not working. I also find it hard to come up with any measurable performance parameters to our services, which makes it difficult to define what in fact is a nonconforming product in our context.

Many of the services we design are based on existing master versions. We then look at the data we have on the end-users and modify the service according to what we think best serves the end-user needs. During the design and development we do our best to try and verify, validate and review the service. As we don't have any objective criteria on how to determine the potential nonconformity of the service, could comments for improvement from management be regarded as a nonconformity? Again, this would be based on a subjective criteria.

I could really do with some ideas to see which direction I could take the non-conforming product and corrective action process.