"Non-conforming outputs" - who's happy for this new requirement?

Non conforming outputs could be the out of the service that the CB auditor delivers to us. This can be managed by the CB conducting a Client survey everytime the auditor / consultant renders service according to SLA.

 

.... interesting all of the qualifiers that are used.... "IF"

so let's get back to basic -- PROCESS --- Not sure if Calibration or APQP are processes --- but very important elements of processes.

Definition of Process...

1. A combination of people, material, machines, tools, environment, and methods that produce a product or service. [9013]
2. set of interrelated or interacting activities which transforms inputs into outputs.
   NOTE 1: Inputs to a process are generally outputs of other processes.
   NOTE 2: Processes in an organization are generally planned and carried out under controlled conditions to add value.
   NOTE 3: A process where the conformity of the resulting product cannot be readily or economically verified is frequently referred to as a special process. (ISO 9000:2005) [IAQG-history]

 

Since we are talking about an ISO 9001:2015 clause, it's more appropriate to use the terminologies in ISO 9000:2015. Thus,

process is defined as "set of interrelated or interacting activities that use inputs to deliver an intended result"
Note 1. Whether the "intended result" of a process is called output, product or service depends on the context of the reference.
output is defined as "result of a process".

If we take a look at the schematic representation of the elements of a single process in Figure 1 of the ISO 9001:2015 standard, we'll realize that 8.7.1 is not just about nonconforming products and services.

 

I'd to point an example for a Service Industry where one of the product offerings is "Service" i.e. management of their IT infrastructure like servers, desktops like proactive patching, alerts monitoring, any issues arise will be corrected / fixed to ensure the least downtime etc.

So correcting issues (service) are part of the deliverable output of the process should we consider these as Control of non-conforming outputs? The sighted example is widely seen scenario across a typical IT Service Industry organization major product (Service) being fixing and maintenance of their clients IT infrastructure.

Can somebody throw some light appropriate interpretations under these scenarios?

 

If I look at the standard from a small company's perspective

The organization shall deal with nonconforming outputs in one or more of the following ways:


a) correction;


b) segregation, containment, return or suspension of provision of products and services;


c) informing the customer;


d) obtaining authorization for acceptance under concession.


Conformity to the requirements shall be verified when nonconforming outputs are corrected.

I select c)

I informed the customer we scraped the part.
Either by phone email, mail, verbal.
Then I ask myself did I inform the customer( shall be verified)
Done!
All to the standards

 

Correcting issues, troubleshooting, repairs and corrective maintenance are your "services". Performing a back-job due to poor troubleshooting is a sample of "control of nonconforming outputs".