Managing non-conforming products

The management of non-conforming products or services consists of implementing a process to resolve the situation detected. ISO 9001 requires that documented information be kept describing the handling of non-conforming products or services, as well as the actions taken, and indicating the decision-making authority for these actions.

A formal procedure is no longer required by the ISO 9001 standard; however, systematic and company-wide provisions are necessary to ensure effective management of non-conformities, through the following stages:

• management of the detection of non-conforming products or services and management of the associated records ;

• physical management, where applicable, of non-conforming products or services and management of associated records ;

• management of the analysis of the situation and treatment decision to re-establish a compliant situation and management of the associated records;

• management of in-depth root cause analysis to remedy non-conformities and prevent their recurrence.