Rob Kantner answers your questions:
Can non-conforming product be re-sold? (9/1/07)
Does ISO9000 address the issue of returned products? I have been told that if you are ISO; any products returned unused by a customer cannot be resold; I find this difficult to believe; please clarify. Thanks -- Ron
ISO 9001:2000 addresses returned products under the "control of nonconforming product" heading. It requires that nonconforming product be segregated (from other product), and rectified by repairing, regrading, or scrapping. The intent of the requirement is to make sure that questionable product is controlled to prevent it from unintentionally reaching customers.
Nowhere does ISO 9001:2000 say that returned product from customers cannot be resold! It may be that individual companies have that requirement for themselves; I suppose it's conceivable that there are regulations for certain types of products that make such a requirement. But ISO 9001:2000 does not state that.
Nonconforming Product 101 (7/26/05)
1. How should non-conforming products be stored? 2. What type of procedure should non-conforming products have? 3. How do you handle a non-conformance?
- Nonconforming product should be secured in such a manner that it cannot be mistaken for product that is good. This can be done by physically segregating it, or marking / labeling it such that its status cannot be in doubt.
- The procedure must address how nonconforming product is identified, segregated, and resolved.
- Any nonconformance that adversely affects product, process, quality system, or the customer, should be addressed as follows:
- Mitigate / contain;
- Define/document details;
- Assign to appropriate person for investigation;
- Determine root cause;
- Determine resolution that will prevent problem from recurring;
- Implement corrective action;
- Monitor/verify corrective action.
How To Store the Bad Stuff
Is it a requirement to have different storage places for different sorts of nonconforming products? For instance customer rejects, incoming good inspection rejects, in process rejects.
No. Neither ISO 9001 nor ISO/TS 16949 get specific about varying storage places. Clearly such items would need to be adequately identified.
Segregation, Etc.
Documented procedure for segregation of nonconforming product. " it will be removed from the normal flow of manufacturing and segregated." is that going to fly?
Yes, it flies, so far as it goes. You also need to spell out how it is resolved (i.e. disposal, rework, regrade, repair, etc.). Best also to have designated segregation area or container or whatever, or mark the product itself securely so that it cannot be mistaken for acceptable product.
