Non-Conforming Product - Project to drill a well

[rrramirez]

My product is a project to drill a well.
Let me know what the Cove interpret as a "non conforming product" (remember ISO 9000:2000: product has 4 generic categories) in this case.
Regards,
Reinaldo Ramirez

[Marc]

An excellent question. It's even more interesting in a service supplier such as insurance.

First, what are the stated requirements for your product? What is it supposed to do? If you guarantee it in one or more ways, what exactly are you guaranteeing? This is a physical product so we should be able to easily define what you consider "conforming" product.

I have some slides somewhere where I deal with this. The first thing I do when I get involved in an implementation is get them to define their product(s) (even if it's a service organization). From there we define requirements. From there we define what non-conforming product is.

There may be some slides on this in this Powerpoint (.pps) presentation Implementing a Quality Assurance System

[db]

I think nonconforming product in the service world would revolve around what the requirements of the contract are. In the case of a well driller specifics such as well location, size, depth, cost and project timing are all items that can result in the driller not meeting the terms of the contract. (I'm thinking a water well, but for other things the same might apply)

In the product world, nonconforming product is product that does not conform. But to what? To the specifications (contract). Service applications are no different. If I want a 6" well here, and you drop a 4" well over there, then you have just made 'nonconforming product'.

Just my thoughts

[Marc]

db said:

I think nonconforming product in the service world would revolve around what the requirements of the contract are.

Not necessarily. There are internal processes which often are a business function and not a contract requirement. An example would be answering phone calls within 15 seconds. You're not guaranteeing this to your customer but establish it as an in-house process measureable to ensure customer satisfaction. Only one of many. Bottom line is product and customer requirements are not always the sole source of defining nonconformances within a business. Don't let a paradigm trap you.

[db]

Yep, Marc you are absolutely correct (as usual). Internal requirements are just as important as external ones.

[Marc]

Contemporary comments? What is a nonconformance when the product is a project to drill a well? Brain exercise...

[Claes Gefvenberg]

Originally Posted by Marc

Contemporary comments? What is a nonconformance when the product is a project to drill a well? Brain exercise...

Ok, let's see: What would the customer requirements be?

Access to enough water of a quality fit for your needs (as an example, we use lots of water from a nearby river for cooling. It's good enough for that purpouse, but I would certainly not drink it)?

Basically, anything negating the (agreed) requirements could be a noncom.

/Claes

[Marc]

I guess we would have to ask what the well is required to deliver... Water? Oil? Gas?