ABSTRACT
A nonconformity is the non-fulfilment of a need or expectation that is stated, generally implied or obligatory. Therefore, the term can apply over a range of situations from a failure to carry out a task an individual is expected to perform, to a failure to meet the needs and expectations of customers and other stakeholders and all situations in between. This chapter examines six requirements of clause 10.2, namely: reacting to nonconformity; evaluating the need for action to eliminate the cause; implementing actions that are appropriate to the effects; updating risks and opportunities during planning; retaining evidence of the nature of nonconformity and actions taken; and reviewing effectiveness of corrective actions and retaining evidence of results. Demonstrating that the organization reacts and takes appropriate action when a nonconformity occurs may be accomplished by presenting evidence of a process for confirming, controlling and correcting nonconformities and, dealing with the consequences.
