A Nonconforming Output Was Found. What Happens Next?

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A part fails inspection. A service does not meet the agreed requirements. Or a customer reports a problem after delivery.

The first instinct may be to fix it and move on. But before anything is used, delivered, or released again, someone needs to control the affected output and decide what happens to it.

Here is the process at a glance:

1. Detect the nonconformity

A nonconforming output can be found during incoming inspection, while work is underway, at final release, or after delivery. Everyone should know how to report one—and feel comfortable doing so promptly.

2. Contain the affected output

Remove it from the normal flow so it cannot be used or delivered by mistake. A physical item might go on a designated hold shelf with a HOLD tag. A service that cannot be set aside may need to be suspended or contained.

3. Decide what happens to it

An authorized person determines the appropriate action. Depending on the situation, that could mean correction, continued segregation, return, informing the customer, or acceptance under concession. Record the decision and who made it.

4. Verify before release

If the output was corrected, check that it now meets the requirements before releasing it to the next stage or to the customer. Record the verification result. “We fixed it” and “we verified the fix” are two different things.

What if the problem is found after delivery?

The response should reflect the nature and effect of the nonconformity. It may involve informing the customer, correcting the problem, suspending a service, or recalling a product. The team should also consider whether corrective action is needed to address the cause and reduce the chance of recurrence.

A HOLD tag alone cannot do all of this. An effective process connects reporting, containment, an authorized decision, verification, and a useful record of what happened.

Free process diagram

Use our Control of Nonconforming Outputs process diagram as a visual aid when explaining the process to your team. 

Need an editable procedure?

We’ve refreshed QPS 8.7-01 Control of Nonconforming Outputs for ISO 9001:2026. It covers products, materials, and services; nonconformities discovered before or after delivery; verification after correction; and consideration of environmental impact when disposing of affected items.

The editable package includes a Nonconformity Protocol and a HOLD tag. You can review a free PDF preview on the product page before purchasing.

Explore the procedure and view the free preview →

Comments

  1. Ans System CertificationOctober 15, 2026 at 7:24 AM

    Excellent and informative article! The explanation of the control of nonconforming outputs in ISO 9001 is clear and useful. It highlights the importance of identifying issues, taking corrective action, and maintaining product and service quality. Thank you for sharing this valuable information!
    Best ISO Certification company in India!

    ReplyDelete

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