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    Sop-Nc-01 - Management of NC, Capa

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    This document outlines the procedures for managing non-conforming, corrective, and preventive actions at Maju Intan Biomass Energy Sdn. Bhd. It describes identifying and documenting non-conformances, determining their root causes, implementing corrections and corrective actions to address issues and prevent reoccurrences, and establishing preventive actions to prevent potential non-conformities. Department heads are responsible for monitoring corrective and preventive actions, verifying their effectiveness, and analyzing quality data, audit results, and other inputs for continual improvement and reporting to management for review.

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    © All Rights Reserved
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    Sop-Nc-01 - Management of NC, Capa

    Uploaded by

    api-278193171
    488 views10 pages
    This document outlines the procedures for managing non-conforming, corrective, and preventive actions at Maju Intan Biomass Energy Sdn. Bhd. It describes identifying and documenting non-conformances, determining their root causes, implementing corrections and corrective actions to address issues and prevent reoccurrences, and establishing preventive actions to prevent potential non-conformities. Department heads are responsible for monitoring corrective and preventive actions, verifying their effectiveness, and analyzing quality data, audit results, and other inputs for continual improvement and reporting to management for review.

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    sop-nc-01 - management of nc, capa

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    This document outlines the procedures for managing non-conforming, corrective, and preventive actions at Maju Intan Biomass Energy Sdn. Bhd. It describes identifying and documenting non-conformances, determining their root causes, implementing corrections and corrective actions to address issues and prevent reoccurrences, and establishing preventive actions to prevent potential non-conformities. Department heads are responsible for monitoring corrective and preventive actions, verifying their effectiveness, and analyzing quality data, audit results, and other inputs for continual improvement and reporting to management for review.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    488 views10 pages

    Sop-Nc-01 - Management of NC, Capa

    Uploaded by

    api-278193171
    This document outlines the procedures for managing non-conforming, corrective, and preventive actions at Maju Intan Biomass Energy Sdn. Bhd. It describes identifying and documenting non-conformances, determining their root causes, implementing corrections and corrective actions to address issues and prevent reoccurrences, and establishing preventive actions to prevent potential non-conformities. Department heads are responsible for monitoring corrective and preventive actions, verifying their effectiveness, and analyzing quality data, audit results, and other inputs for continual improvement and reporting to management for review.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 10
    At a glance
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    The key takeaways are that this document outlines the procedures for handling non-conforming issues, corrective actions, preventative actions, continual improvement, and customer complaints for an organization.

    The purpose of this standard operating procedure is to ensure that administrative services provided to customers meet requirements, analyze and handle any non-conformances, outline corrective actions to resolve issues and prevent reoccurrences, and enable continuous improvement.

    This procedure covers non-conformances related to administrative service requirements, customer complaints, and all processes related to the quality management system.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    1 OF 10

    REVISION HISTORY
    Rev. No

    DCN No.

    Page No.

    Eff. Date

    N/A

    ALL

    02/02/2015

    Name
    Position

    Description of Changes
    NEW ISSUANCE
    REF. NEW ISSUE DOCUMENT APPROVAL FORM NO.
    001

    Originated By

    Reviewed By

    Approved By

    BANUN

    BANUN

    WITHORN ARPANUVAT

    Management Representative

    Management Representative

    General Manager

    Signature
    Date
    Note: The details of changes shall be documented in the DOCUMENT CHANGE NOTICE (DCN).
    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    2 OF 10

    Process / Step

    Procedure
    1.0

    Records

    PURPOSE
    1.1

    1.2

    1.3

    1.4

    To ensure administrative services provided to


    customer (internal department / management) that
    did not meet required requirements are prevented
    prior customer completion and final submission of
    reports.
    To analyze, investigate and handling the
    non-conformance related to administrative service
    requirements and determine correction, and the
    effectiveness of corrective and preventive action.
    To outline a system for establishing corrective action
    to resolve problems and prevent future recurrence
    and preventive action prevent potential nonconformity from occurrence and for continuous
    improvement purpose
    Continually improve the effectiveness of the quality
    management system through the use of quality policy,
    quality objective, audit result and analysis of data.

    2.0 SCOPE
    2.1

    This shall be applicable to:


    Customer Complaints
    All services that provide to customer
    according to customer request
    All processes related to quality management
    system

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    3 OF 10

    Process / Step

    Procedure
    2.2

    Administrative service include documentation


    requested by customer

    2.3

    Non-conformance shall define as non-compliance with


    specified requirements and did not achieve it planned
    arrangement.

    Records

    3.0 REFERENCES
    3.1 ISO 9001 : 2008 Clause 8.3 (Control of Non-Conforming
    Product)
    3.2 ISO 9001 : 2008 Clause 8.5 (Improvement)
    3.3 ISO 9001 : 2008 Clause 8.2 (Monitoring & Measurement)
    3.4 MJE-QM (Company Quality Manual)

    4.0 APPENDICES
    Nil

    5.0 APPLICABLE FORM


    5.1 Non-Conformence Record
    5.1 Process Corrective Action Request
    5.2 Preventive Action Request
    5.3 Continual Improvement Action Plan
    6.0 DEFINITION
    6.1 Back Up = Authorised personnel by respective immediate
    superior.
    6.2 NC: Non-conforming
    6.3 CA: Corrective Action
    6.4 PCAR - Process Corrective Action Request
    6.5 SCAR - Supplier Corrective Action Request
    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    4 OF 10

    Process / Step

    Procedure
    7.0

    Records

    PROCEDURES
    7.1

    Responsibility
    a) HOD / Management Representative/ General
    Manager are responsible to ensure effective
    implementation of this procedure.
    b) However the authority to point out NC materials is
    given to all personnel. They may point out the NC to
    the departmental Manager/ Head concerned who
    then initiated disposition and handling.
    c) The Management Representative shall be
    responsible to facilitate the continual improvement
    of the quality management system through the use
    of quality policy, quality objectives, audit results,
    analysis of data, corrective & preventive
    action & management review

    7.2

    Control Of Non-conforming:a) Non-conforming service are controlled by any


    one of the following methods. i)

    by taking action to eliminate detected


    non-conformity,

    ii)

    by authorizing its use, release or


    acceptance - by customer at a
    concession rate.

    b) Upon detection of non-conformance through


    supplying administrative service, such as staff
    recruitment issue, etc due to service did not carry out
    according to customer requirements, its shall be
    immediately identified and correction and corrective
    action shall be carried out accordingly.

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    5 OF 10

    Process / Step

    Procedure
    c)

    Internal Audit
    Upon detect any non-conformance during internal
    audit process which did not meet audit scope and
    criteria(e.g. ISO 9001:2008), internal auditor shall
    report non-conformance with objective evidence in
    accordance to Internal Audit Procedure. The
    correction, corrective action and preventive action
    response shall be recorded in the Corrective Action
    Request submitted by the auditor to the auditee.

    Records
    Corrective
    Action Request

    d) Customer Compliant
    Upon received customer complaint, either in verbal
    and written format, respective engineer shall carry out
    appropriate action accordance with item 3.4.
    7.3

    Management of Non-conformance

    Nonconformance
    Record

    a) Any non-conformance related shall be recorded in


    Non-conformance Record (NCR).
    b) The root cause and severity of non-conformance
    shall be identified to determine the genuineness of the
    non-conformance.
    7.4

    Correction and Corrective Action


    a) The responsible personnel shall identify
    appropriate correction action and corrective
    action and commitment time (or period)
    b) Correction shall be trigger immediately where
    possible to resolve the non-conformity
    c) Corrective action recommended and implemented
    shall ensure the non-conformance would not
    reoccurrence, such as established new procedure
    or system, improve current procedure, increase
    staff competency or quality awareness, etc.

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    6 OF 10

    Process / Step

    Procedure

    Records

    d) The departmental head or the personnel issue the


    NCR shall:
    -

    Follow-up on corrective action taken to


    ensure effective implementation

    Verify the effectiveness of corrective action


    taken where there is no reoccurrence of
    the same non-conformance been detected
    and satisfactory on the action taken

    e) If found in-effective of corrective action, NCR shall


    be issued to the same non-conformance matters
    to trigger addition corrective action.
    f)

    7.5

    If other requirement personnel required to involve


    in solving the non-conformance issue, the
    concerned personnel shall inform management
    and liaise directly with them.

    Preventive Action
    a) All departmental head shall pro-active to study,
    analyzed and determine any potential nonconformance which can cause quality nonconformity in related to their departmental
    function.
    b) Determination of potential non-conformance may
    base on:
    Previous process performance or historical
    (quality) data
    Similar or other industries practice or
    experience
    Repeating non-conformance

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    7 OF 10

    Process / Step

    Procedure

    Records

    c) The detail of preventive action shall record in


    Preventive Action Report (PAR) to include
    following information:
    - Subject of potential Non-conformance to
    prevent
    - Root Cause (either due to human factor,
    process factor, etc.)
    - Action plan action to carry out to prevent the
    non-conformance (what, who, when)
    - Period to monitoring the effectiveness of
    preventive action
    - Verification to determine the effectiveness
    of preventive action
    d) The preventive action plan shall determine the
    action to be taken, responsible person and
    effective or completion date.
    e) The period of monitor the effectiveness of
    preventive action shall be determined. Normally
    may take 3 to 6 months.
    f)

    The preventive action shall be verified by


    Departmental Head or Management to determine
    the effectiveness and status after the monitoring
    period.

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    8 OF 15

    Process / Step

    Procedure
    7.6

    Records

    Analysis and Management Review


    Quality Management Representative shall analyzed
    the corrective action and preventive action status and
    submit for annual Management Review meeting as
    meeting input and continual improvement purpose

    7.7

    Customer Complaint Handling


    a) In general, customer complaint shall handle by Head
    of AD or other personnel depend on natural of
    complaint.
    b) Head of AD or appointed personnel shall review
    the complaints, determine the genuinely and severity
    of complaints and identified the natural of complaint.
    c) All customer complaints shall record in Customer
    Complaint log sheet for reference and tracking
    purpose.
    d) The information from customer complaints shall be
    analyzed and determine by Head of AD or any
    relevant personnel on any action required to be taken.
    e) When there is no corrective action required to be
    taken, it shall mention at Customer Complaint Log
    Sheet remarks column.
    f) For those customer complaints required corrective
    action to be carried out, Non-Conformance Report
    (NCR) shall be issued by the responsible personnel
    (refer to item 3.3)

    Customer
    Complaint Log
    Sheet

    NCR

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    9 OF 10

    Process / Step

    Procedure

    Records

    g) Upon receiving the complaints, all complaints which


    required action to be taken shall be responding to
    customer within 48 hours working day.
    h) Upon replying to customer complaints and no more
    feedback from customer related to the same issue, the
    complaint shall consider close and it shall update in
    the log sheet.
    7.8 Continual Improvement
    a) All corrective & preventive action taken as per para
    7.4 & 7.5 shall be used to evaluate where continual
    improvement at the quality management system can
    be made and recorded in the Continual Improvement
    Action Plan.

    Continual
    Improvement
    Action Plan

    b) All activities related to continual improvement shall


    be monitored by the Management Representative &
    related Head Of Department.
    c) All the results or outcome achieved shall be
    presented at the Management Review Meeting.
    7.9 Process Quality Problem
    a) The Management Representative/ General Manager
    is responsible for the implementation of corrective
    and preventive action once the process problem is
    detected and reported by a responsible person in the
    process or by HOD.

    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

    MAJU INTAN BIOMASS ENERGY SDN. BHD.

    DOC. NO

    SOP-NC-01

    STANDARD OPERATING PROCEDURE

    REV. DATE

    02/02/2015

    MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND


    PREVENTIVE ACTION PROCEDURE

    REV. NO.

    PAGE NO.

    10 OF 10

    Process / Step

    Procedure
    b) All problems detected shall be recorded in PCAR
    and to be submitted to the concerned department for
    root cause determination and action taken.

    Records
    PCAR

    c) Corrective action taken shall be verified by the


    Management Representative / General
    Manager or otherwise designated or personnel
    overseeing the department to ensure it is
    implemented and effective.
    7.9 Incidents
    a) Incidents may arise from
    i) a failure to observe SOP
    ii) an inadequate Operating procedure
    iii) unforeseen circumstances, e.g abnormal operating
    conditions,
    iv) accidents or other incidents against set safety
    conditions
    v) Emergencies
    vi) Complaints
    b) Detection Of Potential Non-Conformity
    i) Process - Though the process monitoring
    ii) System - Through Internal Quality Audit.
    iii) Service - Through control of non-conforming
    procedure.
    8.0 RECORDS
    All records specified in clause 5 of this document shall be
    kept and retained in accordance to the Control of Record
    (SOP-DC-02).
    This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
    CONTROLLED DOCUMENT seal in RED.

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