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Nonconformity and Product Complaints

Discussion in 'ISO 9001:2015 - Quality Management Systems' started by Michelle Nicolosi, Sep 27, 2016.

  1. Michelle Nicolosi

    Michelle Nicolosi Member

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    We use a product complaint form and it has a section with corrected action on the same form. We also record the product complaint in a register and put a "yes" in the corrected action column. The copies of product complaint/corrective action forms are kept as records.


    We also have a nonconformity/corrective action register that we post incoming, procedure and standard nonconformity/corrective actions. My question is do I have to post the product complaint as nonconformity in both registers?


    I did not think so until I ran across a product complaint that has a corrective action that is changing a procedure in the company. (Tap tee failed because fusion operator performed a fusion with a visible gouge on the pipe which occurred during fusion process). Procedures were re-written and technicians trained to eliminate this from happening again.
     
  2. Eric Twiname

    Eric Twiname Well-Known Member

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    You don't "Have To"....but it sounds like combining the systems might be a more efficient way to go...
     
  3. Michelle Nicolosi

    Michelle Nicolosi Member

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    Thank you, Eric, I totally agree. The previous company I worked for used a database to monitor nonconformity, corrective action, customer feedback, etc. This company using Excel registers.
     
  4. askartsolutions

    askartsolutions Member

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    Consolidate the two systems into one. Use your register or log to record your n/cs and complaints and your c/a form to address them. If you have column on your register to categorize your n/c's you can summarize them (for trends) for management review as required by clause 9.3.2.c.4
     

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