Kindly Review my Control of Non-Conforming Product Procedure

J

JuhoS

#1
Please find attached a procedure for control of non-conforming product. Any feedback is welcome.

Here a short brief on the organization: We are a non-profit based in New-Delhi, India, with a staff of approximately 50 people, working on a community based model of financial inclusion across South Asia. We are looking at getting our implementation process certified. The process consists of an extensive baseline study and a dozen or so different trainings and workshops and lasts approximately one year. We implement through a local partner who is our contact with the communities (customers) we work with.

Thanks!
 

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T

TamTom

#2
Please find attached a procedure for control of non-conforming product. Any feedback is welcome.

Here a short brief on the organization: We are a non-profit based in New-Delhi, India, with a staff of approximately 50 people, working on a community based model of financial inclusion across South Asia. We are looking at getting our implementation process certified. The process consists of an extensive baseline study and a dozen or so different trainings and workshops and lasts approximately one year. We implement through a local partner who is our contact with the communities (customers) we work with.

Thanks!
Hello,

looks good, but as far as you have no "product" you produce as hard fact, why use this word and don't use service, it's your internal procedure, and your people must understand it. In my opinion I would no stick to the definition of the ISO just to fulfill it. But use the word that match my company.

Regards,

TamTom
 
J

JuhoS

#3
Thanks TamTom, I haven't quite made up my mind on the wording yet as in my view we actually are involved in both services and products.

As part of the implementation process of the insurance model, we do design entities that would be defined as products, such as an interactive game like tool (which illiterate people can play to determine their insurance benefits) based on actuarial calculations. We also design MIS for the communities to run the admin side of the insurance etc.

The service element would be the trainings we provide.
 
J

JuhoS

#4
I have had some problems getting my head around the Control of Non-conforming Product and CAPA procedures as we do not produce any physical product. I have attached all three here. I would be extremely grateful for any feedback.

Basically I now have a feeling that I am artificially dividing CAPA into two separate Procedures.

As previously, here a short brief on the organization: We are a non-profit based in New-Delhi, India, with a staff of approximately 50 people, working on a community based model of financial inclusion across South Asia. We are looking at getting our implementation process certified (ISO9001). The process consists of an extensive baseline study and a dozen or so different trainings and workshops (the product) and lasts approximately one year. We implement through a local partner who is our contact with the communities (customers) we work with.

Thanks in advance!

- Juho
 

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E

EEJen

#5
Potential Nonconforming Product Identified - Is usually apart of the preventative action.

This looks like you are trying to match the standard to your process. Try documenting first what and how provide service.

For example, if it is a service how are you going to contain and identify the non conforming product?
Good Luck​
 
S

ShannonSc

#7
I think it looks good, but as for your statement "if no corrective action is necessary" etc etc. I got hit pretty hard by the auditor this year for thinking if non-conforming product is caught in house there is no need for a corrective action. The ISO standards do not say there has to be but the auditor gave me a half hour lecture about how much help it would be to do a corrective action for ALL nonconforming material with a follow up audit on the next run. Good luck. Looks great to me...
 
S

samsung

#8
I think it looks good, but as for your statement "if no corrective action is necessary" etc etc. I got hit pretty hard by the auditor this year for thinking if non-conforming product is caught in house there is no need for a corrective action. The ISO standards do not say there has to be but the auditor gave me a half hour lecture about how much help it would be to do a corrective action for ALL nonconforming material with a follow up audit on the next run. Good luck. Looks great to me...
Thanks to the auditor who gave you such a pretty good piece of advice. It's always good to do a CA because any of the downstream processes through which the product passed must have had problems and unless those are removed, the process will continue to generate the nonconforming products.
 
J

JuhoS

#9
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.
 
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