ISO9001:2008 - Applicable clause for sending incompetent crew to client

[LhenDuran]

Guys,
Need your expertise on this.
Can anyone help me which ISO9001:2008 clause is applicable for sending incompetent crew on board? Our company is engaged in providing services to shipping industry both offshore and on shore. just recently we received a feedback from one of our clients complaining about the quality of crew we had provided them. I checked the crew's file and it exactly matches the requirement stated in the job description provided by the client. My boss instructed me to release corrective action report for this issue, but I'm not sure as to what ISO 9001:2008 clause is applicable for this issue.

Appreciate your help on this one.

Regards,
Lhen

 

[fuzzy]

Re: ISO9001:2008 applicable clause for sending incompetent crew to client

Others may chime in here, but I can go with 7.2.1 a-b - Determination of Requirements or 6.2.2 a or d -Competence, training and awareness. :

 

[insect warfare]

Re: ISO9001:2008 applicable clause for sending incompetent crew to client

I believe the most relative requirements would be 6.2.1 & 6.2.2, but why is knowing the clauses important at this stage? The important thing now is to find the fundamental reason (or root cause) that led to this becoming a problem, and to take the appropriate actions in response to bring your crew up to that level of competence.

The status of these processes is such that now you are receiving customer complaints regarding the competence of crew members. Perhaps this may go beyond just checking their job descriptions and warrant a more extensive audit of your own recruitment, selection and training processes.

Brian

 

[LhenDuran]

Re: ISO9001:2008 applicable clause for sending incompetent crew to client

I believe the most relative requirements would be 6.2.1 & 6.2.2, but why is knowing the clauses important at this stage? The important thing now is to find the fundamental reason (or root cause) that led to this becoming a problem, and to take the appropriate actions in response to bring your crew up to that level of competence.

The status of these processes is such that now you are receiving customer complaints regarding the competence of crew members. Perhaps this may go beyond just checking their job descriptions and warrant a more extensive audit of your own recruitment, selection and training processes.

Brian

Thanks. I agree with you Brian. I've also checked the forms being used by our recruitment and I think its not that comprehensive. Appreciate your inputs.

LhenDuran

 

[LhenDuran]

Re: ISO9001:2008 applicable clause for sending incompetent crew to client

Others may chime in here, but I can go with 7.2.1 a-b - Determination of Requirements or 6.2.2 a or d -Competence, training and awareness. :

Hi Dave,

7.2.1 a-b - Determination of Requirements, is applicable if the recruitment failed to review client requirements, but in our case-evidences show that all requirements stated on the JD provided by client were all considered. I think its more of qualification process issue..

Your inputs are very much appreciated.

Regards,
LhenDuran

 

[Sidney Vianna]

Can anyone help me which ISO9001:2008 clause is applicable for sending incompetent crew on board? Our company is engaged in providing services to shipping industry both offshore and on shore. just recently we received a feedback from one of our clients complaining about the quality of crew we had provided them. I checked the crew's file and it exactly matches the requirement stated in the job description provided by the client. My boss instructed me to release corrective action report for this issue, but I'm not sure as to what ISO 9001:2008 clause is applicable for this issue.

You got this slightly wrong. Once you have a (valid) customer dissatisfaction and you decide to trigger a corrective action, you must ascertain the cause(s) for the nonconformity/dissatisfaction. Without understanding the underlying (root) cause of the problem, you will not be able to prevent it from happening again. Only after you have been through that exercise, you could then (attempt to) correlate the issue with a specific requirement of the ISO 9001 standard, IF you really need to do that.

The scenario, as you describe, leads me to believe that one aspect of your customer-related processes might be lacking and it has to do with your organization ability to identify requirements not formally stated by the customer, but necessary for the service.

 

[gbcqc]

Did they give you specifics on what they did not like about the crew? Specifics jobs they could not do or did wrong? This might help with the total investigation of the CAR.

I would worry more about the specific problem(s) the customer had rather than what clause to put it under.

 

[harry]

............... sending incompetent crew on board? .................. I checked the crew's file and it exactly matches the requirement stated in the job description provided by the client. .....................

Welcome to the Cove.

I think the problem is with your organizations interpretation of the word 'COMPETENT' and hence determination of competency. Competency is not determined by comparing or matching the crews file or record with the customers job descriptions alone - especially for newly recruited crew.