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Control of non-conforming outputs for service industry

Discussion in 'ISO 9001:2015 - Quality Management Systems' started by Tiffany Andrade, Feb 1, 2019.

  1. Tiffany Andrade

    Tiffany Andrade New Member

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    Currently implementing ISO 9001:2015 in my company and was wondering how do you apply clause 8.7 Control of nonconforming outputs for a service company?
     
  2. Andy Nichols

    Andy Nichols Moderator Staff Member

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    Hi Tiffany and welcome. It would help to know what services are provided...
     
  3. tony s

    tony s Well-Known Member

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    Control of nonconforming output is an "after the fact" exercise. It's a reactive process. A problem must exist first before you "control" it. There are plenty of ways that 8.7 can be applied in the service sector. Some examples in my mind include:
    • ATM machine didn't dispense cash but debited your account - report it to bank, then bank will update/resolve your account;
    • booked on a motel room with a noisy air conditioner - motel manager will transfer you to another room;
    • an overcooked filet mignon - replaced by the waiter;
    • late arrival of aircraft - snack was given to passengers;
    • pizza was delivered late - it's free
     
  4. Tiffany Andrade

    Tiffany Andrade New Member

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    We specialize in remittance services, bill payments, logistics and hire purchase.
     
  5. Tiffany Andrade

    Tiffany Andrade New Member

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    This was helpful, thank you. So it's basically applying controls after the execution of the service in the event that there is a problem.
     
    Andy Nichols likes this.
  6. KyleG

    KyleG Active Member

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    I use the procedure to remedy the non-conformance, drill down to the root cause, and create a plan to help prevent future non-conformance.
     
    Suraiya Ramkissoon likes this.
  7. tony s

    tony s Well-Known Member

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    Actually, 8.7 is not requiring action to prevent recurrence. But should you plan for it, the requirements in 10.2, including 6.1.1, should be considered.
     
    Suraiya Ramkissoon likes this.