10.2 Nonconformity and corrective action (10.2.1)

10. IMPROVEMENT

10.2 Nonconformity and corrective action

10.2.1

When a nonconformity occurs, including any arising from complaints, the organization shall:

• a) react to the nonconformity and, as applicable: (via 8.7.1)
• 1) take action to control and correct it;
• 2) deal with the consequences;
• b) evaluate the need for action to eliminate the cause(s) of the nonconformity, in order that it does not recur or occur elsewhere, by:
• 1) reviewing and analysing the nonconformity;
• 2) determining the causes of the nonconformity;
• 3) determining if similar nonconformities exist, or could potentially occur;
• c) implement any action needed;
• d) review the effectiveness of any corrective action taken;
• e) update risks and opportunities determined during planning, if necessary; (via 6.1.2)
• f) make changes to the quality management system, if necessary. (via 6.3, 7.5.2 & 7.5.3)

Corrective actions shall be appropriate to the effects of the nonconformities encountered.