Non Conformity of Support Processes - Need another NC form?

Q

QAMTY

#1
Hi everyone

Do you have any idea as to how to manage NC?s on the support processes?

For example NC?s of nonconforming product fall under 8.3, for that I plan to have a procedure and a form for catching the nc?s defining the dispositions.

But I?m not sure how to manage a nc of a user complaining against
HR because he didn?t receive a uniform at the right time, or
against IT because received a poor softwaer installation

I know 8.3 focuses on product not on the mentioned services.

Would be a good idea to have a form for NC product
and other form for the other NC?s (HR and IT)?

For the 8.3 I have a procedure and form.

Or such issues should fall into internal complaints?

I sell machinery for the Oil Industry

Any feedback is appreciated

Thanks
 
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somashekar

Staff member
Super Moderator
#2
Re: Non conformities of support processes

Hi everyone

Do you have any idea as to how to manage NC?s on the support processes?

For example NC?s of nonconforming product fall under 8.3, for that I plan to have a procedure and a form for catching the nc?s defining the dispositions.

But I?m not sure how to manage a nc of a user complaining against
HR because he didn?t receive a uniform at the right time, or
against IT because received a poor softwaer installation

I know 8.3 focuses on product not on the mentioned services.

Would be a good idea to have a form for NC product
and other form for the other NC?s (HR and IT)?

For the 8.3 I have a procedure and form.

Or such issues should fall into internal complaints?

I sell machinery for the Oil Industry

Any feedback is appreciated

Thanks
You are always looking at your system.
What is wrong, what is the issue, what is the problem, what is the non-conformance.....
Can it be right away corrected ? Please do
Does my system desire that this does not happen again ?
What can I do to ensure that this typical problem does not resurface ?
Extend the same thought as for your product to your support services.
You are responsible to make your internal systems smooth and trouble free for quicker and smarter working that will result in better meeting your customer requirements and your business requirements.
The form you use can be any that suits you.
Remember that any corrective actions shall be appropriate to the effects of the nonconformities encountered.
 

harry

Super Moderator
#3
Does the phrase "wherever the term product occurs, it can also mean service" (see 3. Terms and definitions) ring a bell in you? You need not have a separate NC form - the service provided by supporting processes are considered as 'product' according the above.

Too many forms create nightmares for users and often serves to trap your own self if a wrong form is inadvertently used.
 
Q

QAMTY

#4
Thanks Harry

But don?y you think that:
First:
When referring the product and services are the ones delivered to the client
not internal services.

Second:

When managing NC products is needed to define dispositions
and sometimes internal services, most of them don't apply dispositions.

That?s why I try to separate them.

Thanks
 

somashekar

Staff member
Super Moderator
#5
Thanks Harry

But don?y you think that:
First:
When referring the product and services are the ones delivered to the client
not internal services.

Second:

When managing NC products is needed to define dispositions
and sometimes internal services, most of them don't apply dispositions.

That?s why I try to separate them.

Thanks
I can see you are clear about the product requirement.
However your question relates to analysis of data and then improvement.
8.4 Analysis of data
The organization shall determine, collect and analyse appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the effectiveness of the quality management system can be made. This shall include data generated as a result of monitoring and measurement and from other relevant sources.
Above from ISO9001; 8.4
If your concern is from a relevant source, consider it for continual improvement.
Use the steps as said in 8.5.2. This clause is general and not product specific.
Again, always remember that :
Corrective actions shall be appropriate to the effects of the nonconformities encountered.

The form is only a means. You can very well use the same form that you have for your product NC corrective action.
 

harry

Super Moderator
#6
Thanks Harry

But don?y you think that:
First:
When referring the product and services are the ones delivered to the client
not internal services.

Second:

When managing NC products is needed to define dispositions
and sometimes internal services, most of them don't apply dispositions.

That?s why I try to separate them.

Thanks
I think I understand your question better now - You tie your NC form to 8.3 Non Conforming Product. In my case, I tie my NC form (non conforming report form) to 'non-conforming' as defined in 3.6.2 of ISO 9000 - so I have the freedom to use it on any NC.

When referring the product and services are the ones delivered to the client not internal services.
In real life, do you think you can deliver a conforming product or service to your customer when you have non-conforming internal (product realization) process or processes? I am referring to the installation of software which can have an effect on your ability to satisfy customer requirements.

With regards to issuance of uniform at the right time, these are HR issues unless your system has provisions for it.
 
S

ssz102

#7
in my opinon, whether the NC are come from product process or other support process, the nature of them are the same;
so the format is not query no matter which the NC format will be used, for they are including the description of issue and containment actions and root cause analysis and corrective actions taken etc.
the purpose of actions taken is prevent to this phenomenon are recurring
 
R

Randy Lefferts

#8
Hi Qamty,

Why not have an identifier at the top of the form differentiating whether it?s a product or service nonconformance? You could have a check box for product and another one for service or however you choose to do it. Just check the one that it pertains to, fill out the appropriate sections of the form and then route it appropriately.

We used to use a corrective action form that had 6 or 7 checkboxes at the top of the form that we would mark. CAR?s can be issued for Safety, Audits, Customer Issue, Environmental, etc. and the appropriate header checked. These were completed and then routed appropriately so that trend analysis could be performed. Obviously there were areas of the form that weren?t filled out depending on the type of C.A.R. it was. Customer Issues involved parts and as such, part numbers, plant location, etc. were recorded on the form. These areas were blank when using the form for an audit C.A.R. or Safety Issue.

Bottom line, all pertinent information was captured on one form for various types. No need to have multiple forms.
 
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