Process

Control of Nonconforming Product & Corrective

& Preventive Action Process
Stauff UK Ltd
500 Carlisle St East
Sheffield
S4 8BS
Tel: +44(0)1142 518518
Fax: +44(0)1142 518534

Process No:

STA-P08-02

ISO 9001, ISO 14001 & OHSAS 18001

8. Measurement Analysis & Improvement

Sub Clause Number

8.3 & 8.5.2; 8.5.3, 4.5.3

Scope

Supplier Returns/ Rejects

WIP Nonconforming Material/ Subcomponents/Customer Owned Materials

Customer Returns/Warranty
Customer Supplied Material

Concessions

Scrap Control
Corrective Action

Corrective Action Review

Corrective Action Impact

Preventive Action

Key Performance Indicators See KPI Matrix

Author:
Revision Level:

S Fearnley

Approved by:

J Morris

03
This document is UNCONTROLLED if printed

Date of Issue:

October 2014
Page 1 of 6

Process

Control of Nonconforming Product & Corrective

& Preventive Action Process
Stauff UK Ltd
500 Carlisle St East
Sheffield
S4 8BS
Tel: +44(0)1142 518518
Fax: +44(0)1142 518534

Process No:

STA-P08-02

ISO 9001, ISO 14001 & OHSAS 18001

8. Measurement Analysis & Improvement

Sub Clause Number

8.3 & 8.5.2; 8.5.3, 4.5.3

Process Flow

Procedure
1

Identification of Nonconforming Product

1.1 Any product or material that is found to be suspect or nonconforming at any point
during the manufacturing process is removed from WIP, and will be clearly
identified with a REJECT Label (STA-F08-02-02). The product or material will
either be held on the area or in the Quarantine Area awaiting disposition.
1.2 Non-conforming product will either be:

Reworked
Accepted by Concession
Scrapped
Customer Owned Materials
Returned to supplier

Rework

2.1 The Departmental Manager will review the method of rework with the Quality
Manager. If it is agreed that the product can be reworked the HOLD Label (STAF08-02-01) is joined by a REWORK Label (STA-F08-02-03), and the part placed
into the quarantine or other area.
2.2 If the proposed rework method involves a process not approved for manufacturing,
the Quality Manager must seek customer approval before continuing (See STA
System Concession Request STA-F08-02-04). When the rework method has been
agreed, the Manufacturing/production Manager will arrange for all rework to be
carried out & a rework operation is planned on SAP System.
2.3 When the rework has been completed the product is re-inspected by the Inspector
& Departmental Manager verifying the work is complete and meets the
specification. The Supervisor will verify that any scrap is disposed of and that any
revised quantity is entered onto SAP with the difference being scrap Qty.
3

Scrap

3.1 Known scrap materials are placed in the Scrap Bins or designated area for
recycling.
3.2 The Supervisor is responsible for recording all rejects (Reject Label STA-F08-0202), by entering the data and the rejection details onto the Scrap / Reject sheet
(STA-F08-02-05).These will be passed to QA to enter on the Non conforming
database. SAP transaction MB1A will be used to call for parts to allow rejected
parts to be replaced to allow the customers order quantity to be satisfied. Reject
entries shall include;

STA Number
Quantity Rejected
Reason for Rejection

3.3 This data will be reviewed, analysed, and reduction plans supported by appropriate
corrective actions implemented through the Continuous Improvement Programme.
4

Return to Supplier

4.1 If the product is to be rejected against the supplier the Quality Manager will review
such rejections and determine whether to raise a Supplier Non Conformance
Report via Non Conforming Database
4.2 The Quality Manager will return product to Supplier using SAP & a credit note /
FOC replacements requested from the supplier].A report will be requested from the
supplier in an 8D format.
4.3 Supplier Non Conformance Reports will be discussed at meetings between the
departments involved.
4.4 Some Quality Problem items will need a Supplier visit to confirm Corrective Actions
taken.
5

Customer Owned Materials

5.1 Customer owned materials either damaged/lost or nonconforming on receipt or

during processing will be processed using STA System as previously defined.
5.2 Such materials will be notified to the customer.

Author:
Revision Level:

S Fearnley

Approved by:

J Morris

03
This document is UNCONTROLLED if printed

Date of Issue:

October 2014
Page 2 of 6

Process

Control of Nonconforming Product & Corrective

& Preventive Action Process
Stauff UK Ltd
500 Carlisle St East
Sheffield
S4 8BS
Tel: +44(0)1142 518518
Fax: +44(0)1142 518534

Process No:

STA-P08-02

ISO 9001, ISO 14001 & OHSAS 18001

8. Measurement Analysis & Improvement

Sub Clause Number

8.3 & 8.5.2; 8.5.3, 4.5.3

Process Flow

Procedure
6

Accepted By Concession

6.1 Internal
6.1.1

The STA System Concession Request (STA-F-08-02-04) is used when it is

considered that a product has been manufactured outside specified limits but
meets the customer specification, and can be used without reworking.

6.1.2

The Quality Manager will review the nature of the Concession Request with the
Departmental Manager, who will determine the validity of each request. If the
request is accepted the Quality Manager will allocate a Concession request to
the customer. Brief details of the Concession request must be recorded on a
concession request log STA-F08-02-10

6.1.3

The description of the Concession must be concise and accurate. The period or
quantities to be covered must be accurate.

6.1.4

The Quality Manager will consider the Concession Request. Remarks will be
made and approvals given if appropriate. If the request impacts on the
Customer the Quality Manager will apply for a Customer Concession. (On
customer designated documentation where appropriate).

6.1.5

Once final approval has been given by the appropriate signatories the
Concession will be distributed to the following as appropriate:

QA Manager

Technical Sales

Departmental Manager

6.1.6

All product manufactured under this Concession must be accompanied by a

Concession Request form and a valid Concession number. The master is
retained by the Quality Manager on the central file.

6.2 Supplier
6.2.1

When a supplier requests a Concession, the Quality Manager will review the
request and decide whether to proceed. If the decision is made to reject the
request the Quality Manager will inform the Supplier of the decision to reject and
disposition any material affected.

6.2.2

If the Concession request is initially accepted, Quality Manager the will raise a
Concession Request. If the Concession is accepted all material will supplied
under a Concession label (STA-F08-02-06) and a valid Concession number
must accompany the product.

6.3 Customer

Author:
Revision Level:

6.3.1

In both cases defined above customer approval will be required if the product is
outside customer specification. In such instances the Quality Manager will
approach the customer using the appropriate customer Concession Request.

6.3.2

Upon approval the Customer Concession will be appended to the original

Concession request and the request will be annotated with the customer
Concession number, this shall be entered on STA System so it can appear on
any delivery documentation.

6.3.3

The approved customer Concession request will be filed by the Quality Manager
and copies distributed along with the original Concession are issued as per
internal request.

6.3.4

No product will be shipped until customer approval has been received. All
Shipping documentation must quote the customer Concession number where
customer approval prior to shipment is necessary. In all cases
(Internal/Supplier/Customer) all material processed under the Concession will
be identified with a Concession label (STA-F08-02-06).

6.3.5

A Non Conformance Report will be raised whenever a customer Concession is

requested, whether the customer accepts the request or not.

6.3.6

A concession log will be held to summarise the status of all concessions by the
Quality Manager. This will be held on the central file.

S Fearnley

Approved by:

J Morris

03
This document is UNCONTROLLED if printed

Date of Issue:

October 2014
Page 3 of 6

Process

Control of Nonconforming Product & Corrective

& Preventive Action Process
Stauff UK Ltd
500 Carlisle St East
Sheffield
S4 8BS
Tel: +44(0)1142 518518
Fax: +44(0)1142 518534

Process No:

STA-P08-02

ISO 9001, ISO 14001 & OHSAS 18001

8. Measurement Analysis & Improvement

Sub Clause Number

8.3 & 8.5.2; 8.5.3, 4.5.3

Process Flow

Procedure
7

Corrective & Preventive Action

7.1 Corrective & Preventive Action can be taken as a result of:

Customer Concerns/Complaints/Returns
Nonconforming product received from Suppliers
In-Process Concerns

Accidents or incidents

Environmental incidents

Customer

8.1 Customer Concern/Complaint/Warranty

8.1.1

8.2

Author:
Revision Level:

When a customer Concern/Complaint is received by STA, the person notified

will inform Customer Services or the QA dept who will fill in the Non
conformance data base.
Customer Return

8.2.1

On receipt of product rejected by the Customer, the Goods Inwards

Department will pass the product and the paperwork onto the Quality Manager
for review and disposition. Parts will be placed in the returns bay & The Quality
Manager or Inspector will identify the parts with a Reject Tag (STA-F08-02-02).

8.2.2

The product will be identified with the Reject Tag (STA-F08-02-02). and placed
in the Quarantine Area prior to its disposition and the details are entered onto
STA Non Conformance database. The paperwork will stay with the QA dept
referenced to the Reject Tag (STA-F08-02-02).number until the final report has
been written.

8.2.3

The QA Manager will determine liability with the support of product specialists.

8.2.4

If the liability is determined to be that of STA, the QA Manager will open a

formal Customer Complaint Report and will form an appropriate crossfunctional team to investigate and resolve the problem. An 8D Process
Checklist to be followed for the complaint investigation (STA-W08-02-02)

8.2.5

Should the customer require a report STA will raise an 8D report (STA-F08-0208). This report will be kept in the customer file located on the central file. A
report on the customer own paperwork can be completed if required using the
8D report as support.

8.2.6

Should the customer request a site visit to discuss problems, a visit will be
arranged to support any actions taken.

S Fearnley

Approved by:

J Morris

03
This document is UNCONTROLLED if printed

Date of Issue:

October 2014
Page 4 of 6

Process

Control of Nonconforming Product & Corrective

& Preventive Action Process
Stauff UK Ltd
500 Carlisle St East
Sheffield
S4 8BS
Tel: +44(0)1142 518518
Fax: +44(0)1142 518534

Process No:

STA-P08-02

ISO 9001, ISO 14001 & OHSAS 18001

8. Measurement Analysis & Improvement

Sub Clause Number

8.3 & 8.5.2; 8.5.3, 4.5.3

Process Flow

Procedure

Nonconforming Product Received from Suppliers

9.1 Any product found to be defective due to manufacture with nonconforming

purchased material is identified with a Reject Tag (STA-F08-02-02 and placed in
the Quarantine Area or other suitable place whilst it is being reviewed by the
Quality Manager. The outcome of the investigation may result in:

Rework
Accept under concession
Rejection to the supplier

9.2 If Inspection is required at STA for the problem STA will sort the problem or a
Sorting Cost is sent to the Supplier.
9.3 If the product is to be rejected against the supplier the Quality Manager will review
such rejections and determine whether to raise Supplier Non Conformance Report
(STA-F08-02-09) via STA System.
9.4 Finance will request a credit note and product will be returned. This will be done
using STA System.
9.5 Supplier Non Conformance Report are discussed at the monthly Management
Meeting.
9.6 Some Quality Problem items will need a Supplier visit to confirm Corrective Actions
taken.

10 In-Process Nonconforming Product

10.1 Design Problems
10.1.1

Where design problems exist the Technical Sales Department will bring it to
the attention of the Customer. All such request for any changes should only be
accepted in writing from the customer.

10.2 Manufacturing Problems

10.2.1

Manufacturing problems will be to the attention of the Quality Manager Via the
Initial Sample Inspection report carried out by the QA dept who in turn review
the problem & implement any process changes necessary using the specialists
required.

11 Corrective Action
11.1 The Quality Manager will decide if an issue should be logged on the Non
Conformance database (STA-F08-02-07). All such entries will be reviewed by the
Departmental Managers affected. If required a multi-functional team will be
assembled to prevent further re-occurrence. If required an 8D report will be written
outlining the results of any investigation.
12 Corrective Action Impact
12.1 Where applicable any corrective action taken and controls implemented to
eliminate the cause of nonconformity will be applied to other similar processes and
products. This will be controlled through the Quality Manager

Author:
Revision Level:

Significant actions will be entered onto the Non Conformance Database.

S Fearnley

Approved by:

J Morris

03
This document is UNCONTROLLED if printed

Date of Issue:

October 2014
Page 5 of 6

Process

Control of Nonconforming Product & Corrective

& Preventive Action Process
Stauff UK Ltd
500 Carlisle St East
Sheffield
S4 8BS
Tel: +44(0)1142 518518
Fax: +44(0)1142 518534

Process No:

STA-P08-02

ISO 9001, ISO 14001 & OHSAS 18001

8. Measurement Analysis & Improvement

Sub Clause Number

8.3 & 8.5.2; 8.5.3, 4.5.3

Process Flow

Procedure
13 Corrective Action Review
13.1 Senior Management will be actively involved in any Major corrective
actions making sure that all actions agreed by any multi-functional teams are
carried out fully. Major corrective actions/ improvements will be placed onto the
Continual improvement programme & reported on at senior management
meetings.

14

Preventive Action

14.1 All appropriate sources of records will be analysed and reviewed by the
appropriate functional responsibilities.
14.2 All such actions will be documented, and the preventive action agreed will be
controlled through the appropriate mediums as defined previously.
The eventual close out of significant actions will be presented to the Management
Review Meeting to be closed out.

15 OHS Nonconformity Reporting

15.1

In the event of an accident or incident involving serious harm, potential

serious harm or a near miss, it will be managed in accordance with the
Accident & Incident Investigation Process STA=P08-04.

15.2

If the investigation concludes that the management system is deficient,

it will be recorded as a nonconformity and wherever appropriate, the
root cause will be established to enable effective action to be
established and taken.

16 EMS Nonconformity Reporting

Author:
Revision Level:

16.1

In the event of an environmental accident or incident (e.g. a spillage),

it will be managed in accordance with the Accident & Incident
Investigation Process STA=P08-04.

16.2

If the investigation concludes that the management system is deficient,

it will be recorded as a nonconformity and wherever appropriate, the
root cause will be established to enable effective action to be
established and taken.

S Fearnley

Approved by:

J Morris

03
This document is UNCONTROLLED if printed

Date of Issue:

October 2014
Page 6 of 6