Handle a non-conformance

A non-conformance records something that is not right: a failed inspection, a customer complaint, a defect seen on the floor. It has a severity, an owner and a due day, and it closes when the actions that fix it are verified.

Before you start

• You need Manage templates, non-conformances and actions, or to be the non-conformance's owner.

Steps

1. Open Quality → Non-conformances. The tabs are Open, Mine, Overdue, Closed and All; filter by severity with Filter.
2. Select a number to open one. The page shows the owner, the due day, the record, the supplier, the inspection, the quantity concerned, the description and the history.
3. Under Root cause, write why it happened (ask "why" until the answer is something you can change).
4. Pick the Disposition: Return to supplier, Rework, Scrap, Use as is or On hold. Select Save.
5. Under Corrective actions, plan what will be done. See Plan and verify corrective actions.
6. To change the title, description, severity, owner, due day or supplier sharing, open Change the non-conformance and select Save.

Raise one by hand

1. On Quality → Non-conformances, select Raise a non-conformance.
2. Type the Title and Description, pick the Severity and the Owner, and if useful the due day, the disposition, the record and the Quantity concerned.
3. Select Raise a non-conformance.

Close or cancel

Open Close the non-conformance. With actions, it closes by itself when the last one is verified. Without actions, give the Disposition or a Note saying why no action is needed and select Close the non-conformance. To drop it, write a note and select Cancel it; its open actions are cancelled too.

Good to know

• Opened by a failed inspection, with the failed answers as its description, the highest severity of the failed questions, the default owner, the record and supplier, and the rejected quantity. A rejected delivery gets the disposition Return to supplier.
• The due day follows the days set for the severity (30, 14 and 3 by default); the owner can be given another day.
• States: Open, Action under way once an action is planned, then Closed or Cancelled.
• Overdue non-conformances are sent to their owner and the managers once a day, and show in the Owner workspace.
• Sharing with the supplier: tick Show it to the supplier in its portal. See Follow supplier quality.
• The owner of a non-conformance may plan actions, write the root cause and choose the disposition.