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This is a typical example of an ISO9000:2000 procedure (in this case handling problems) click on the hyperlinks to view the documents.
Quality Assurance Procedure - Problem Management
Documentation Used:
Objectives
Deficiencies affecting our Quality of Service are identified and we use this information to stop it happening again.
Responsibility
Quality Manager
Procedure
Non-conformances can be discovered at any stage of operations by anyone. Typical examples are:
Customer Complaint received by any member of staff.
Poor Response / Service by Suppliers
Poor performance by an approved contractor
Internal faults found
Faults found in the Quality System
The new standard requires reviews of Problems occur twice per year to check that corrective action happened (we fixed it) and as a result the problem was resolved. Where they have not been, the Quality Manager, reschedules new implementation dates and records them on the Problem Form
Where discrepancies exist between Purchase Orders and goods/services see QAP 6. The occurrence is recorded on a Problem Form Internal problems found are documented through the Problem Form. Customer Complaints (verbal or written) are passed to the Managing Director for action and a reply is always sent from him to the Client detailing the actions taken. A copy of the complaint and the reply are attached to the QF 6 form
Every month, the Quality Manager reviews all corrective actions to ensure they have been implemented.
Every 6 months or more often where deemed necessary due to a particular problem, the Quality Manager and Managing Director analyse the performance of suppliers and contractors by reviewing the Problem File. Repeated problems will result in an offending supplier being removed from the ASL as described in QAP 2 Supplier Assessment. A Summary of this data will be reviewed at the Quality Review Meeting.
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