Sample section of rationale ISO 9000 Quality Policy Manual. Key words: business improvement, organization, TQM, Total Quality Management, procedures, work instructions, ASQ, Ron Kurtus, School for Champions. Copyright © Restrictions
Sample ISO 9000 Quality Policy Manual: Sec. 4.13 Control of Nonconforming Product
by Ron Kurtus (14 March 2001)
The following material is section 4.13 of a Quality Policy Manual, used to satisfy the ISO 9001 standard. This material follows the rationale approach to stating company policies and is intended as an example of this approach as well as a sample of a Quality Manual.
For other sections, refer to the Manual Table of Contents
4.13 Control of Nonconforming Product
In our company, even though we normally make high quality products that fulfill the customer's specifications, it is possible some items do not conform to specification. These are called nonconforming product.
We believe it is important to control parts, supplies, and products that do not conform to specification. This is to avoid the risk of having those items improperly used in their final product.
We believe that effective control of nonconforming product will result in reduced costs due to eliminating wasted effort and material. It will also ultimately result in increased business due to customer satisfaction from getting expected goods and services.
Thus, in order to avoid using product that does not conform to specified requirements, it is the policy of this company to adhere to the ISO 9001 section 4.13 standard on Control of Nonconforming Product and always ensure that such nonconforming product is prevented from inadvertent use or installation.
It is our policy to use and maintain Procedure 4.13, explaining what we do to ensure that product that does not conform to specified requirements is prevented from inadvertent use or installation.
Our control provides for identification, documentation, evaluation, segregation (when practical), disposition of nonconforming product, and for notification to the functions concerned.
4.13.1 Nonconformity Review and Disposition
To make sure there is someone responsible for controlling non-conformities, it is our policy to always define the people responsible for review and who have authority for the disposition of nonconforming products.
Nonconforming product shall be reviewed in accordance with documented procedures. It may be:
- Reworked to meet the specified requirements or
- Accepted with or without repair by concession or
- Re-graded for alternative applications or
- Rejected or scrapped
Where required by the contract, the proposed use or repair of product (see 4.13.1.b) which does not conform to specified requirements shall be reported for concession to the purchaser or the purchaser's representative.
The description of nonconformity that has been accepted, and of repairs, shall be recorded to denote the actual condition (see section 4.16).
It is our policy that repaired and reworked product be re-inspected in accordance with documented procedures.
Resources and references
ISO Online - International Organization for Standardization website
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Sample Quality Manual: 4.13 Control of Nonconforming Product