Clause 10 Improvement
10.1 Nonconformity and corrective action
When a nonconformity occurs, the organization shall:
a) react to the nonconformity, and as applicable:
take action to control and correct it;
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:
reviewing the nonconformity;
determining the causes of the nonconformity;
determining if similar nonconformities exist, or can potentially occur;
c) implement any action needed;
d) review the effectiveness of any corrective action taken;
e) make changes to the management system, if necessary.
Corrective actions shall be appropriate to the effects of the nonconformities encountered.
The organization shall retain documented information as evidence of:
the nature of the nonconformities and any subsequent actions taken;
the results of any corrective action.
The intent of the clause on nonconformity and corrective action is to specify the requirements for responding when the Management Systems Standard and management system (including operational) requirements are not satisfied.
It includes taking action to correct the situation, examine the cause and determine if other occurrences exist or potentially exist elsewhere so that action can be taken to prevent reoccurrence.
Further, it requires evaluation of the action taken to confirm that the intended result was achieved, and evaluation of the management system to determine if changes are warranted to avoid future occurrences of similar nonconformities.
Documentation of the nonconformity, corrective action and the results is created and controlled in accordance with the requirements of Clause 7.5 Documented information.