Mastering Quality: ISO 9001 Non-Conforming Products Control Template

by Sneha Naskar

In the pursuit of operational excellence, organizations across various industries are increasingly adopting international standards to enhance their quality management systems. ISO 9001, the globally recognized standard for quality management, places a significant emphasis on controlling non-conforming products and services. This blog explores the importance of this aspect in ensuring adherence to ISO 9001 requirements and provides a comprehensive template for effectively managing non-conformities.

ISO 9001

Understanding ISO 9001's Control of Non-Conforming Products and Services 

ISO 9001 mandates that organizations establish, implement, maintain, and continually improve a process for controlling non-conforming products and services. Non-conformities can arise at any stage of the product or service lifecycle, from design and production to delivery and post-delivery activities. It is crucial for organizations to identify, evaluate, and address non-conformities promptly to prevent their recurrence and maintain customer satisfaction.

Key Components of a Non-Conforming Products and Services Control System 

  • Identification and Documentation: Organizations must have a robust system for identifying and documenting non-conformities. This includes clear criteria for what constitutes a non-conformity and how it should be documented.

  • Evaluation and Segregation: Once identified, non-conforming products or services should be evaluated to determine the impact on quality and customer satisfaction. They should then be appropriately segregated to prevent unintended use or delivery.

  • Root Cause Analysis: Conducting root cause analysis is crucial to understanding why a non-conformity occurred. This analysis helps in developing effective corrective and preventive actions to address the underlying issues.

  • Corrective and Preventive Actions: Organizations must establish procedures for implementing corrective actions to address existing non-conformities and preventive actions to prevent their recurrence.

  • Communication: Effective communication is vital throughout the non-conforming product and service control process. This includes notifying relevant stakeholders, both internal and external, about identified non-conformities and the actions taken.

  • Monitoring and Review: Regular monitoring and review of the non-conforming product and service control process ensure its effectiveness and enable continuous improvement.

ISO 9001

    Template for Control of Non-Conforming Products and Services

    • Non-Conformity Report Form: Provide a standardized form for documenting non-conformities. Include fields for description, location, severity, and initial evaluation.

    • Evaluation Criteria: Clearly define criteria for evaluating the impact of non-conformities on quality, safety, and customer satisfaction.

    • Segregation Procedures: Detail the steps to be taken to segregate non-conforming products or services to prevent unintended use or delivery.

    • Root Cause Analysis Process: Outline the method for conducting thorough root cause analysis, including tools and techniques to be employed.

    • Corrective and Preventive Action Plan: Establish a systematic approach for implementing corrective and preventive actions, including timelines and responsibilities.

    • Communication Protocol: Define the communication channels and stakeholders to be notified in the event of a non-conformity, ensuring transparency and accountability.

    • Monitoring and Review Mechanism: Describe the process for ongoing monitoring and periodic reviews to assess the effectiveness of the non-conforming product and service control system.


    By implementing a robust control system for non-conforming products and services, organizations not only comply with ISO 9001 but also demonstrate their commitment to delivering high-quality products and services. This template serves as a practical guide to help organizations establish a comprehensive framework for identifying, evaluating, and addressing non-conformities, thereby fostering a culture of continuous improvement and customer satisfaction.