Document Number:


Revision Number:


Approved By:

COD Quality Systems Manager

Effective Date:


Description Last Change:

Revised to 2015 Standard/Removed Intelex references & add Entropy

Document Title:

Control of Nonconforming Product or Service

4..4 and 8.7 in ISO 9001:2015 & 14001:2015


PURPOSE - To understand the controls used for managing nonconforming product or service at the City of Dallas.

SCOPE - All quality related nonconformance at the City of Dallas management system.

RESPONSIBILITIES - Departmental management representatives or their designee facilitates these controls.  Management responsible for each area is responsible for controlling the nonconforming issue and for facilitating the disposition of the nonconformance.

PROCEDURE (process flow with associated notes shown below)


1. A nonconforming product or service exists when the end result did not meet requirements and action will be needed to disposition or correct the situation, including the need to temporarily limit access to the service (segregation) when necessary.



When feasible, establish initial containment and inform the department's Environmental Management Representative (EMR) of the situation.  Respond per the EMR's direction and assist with mitigation and resolution as directed by the EMR per the applicable procedure (Emergency Preparedness & Response or Control of Environmental Nonconformance).

4. May be a tag/label/sign on product/service or a notation on a work order or project schedule describing the issue at hand.  In either case the goal is to make sure the nonconformance is clearly understood and is prevented from unintended use or delivery.  In some cases, a potentially nonconforming situation arises and is handled as part of the normal process (i.e., as part of a final walk through prior to releasing a street to traffic, the crew leader sees the need for and has a crew member back fill a curb area that was missed, ensuring the situation does not become a nonconformance when an inspection occurs).  The nonconformance may also be identified by completing the nonconformance record in Entropy or a corrective action in Entropy or on the COD Non-Conformance Form.


6. A member of the involved department's management determines the necessary action (up to re-establishing the work zone until work can be completed) and facilitates resolution, noting the action taken in the nonconformance section of Entropy or the corrective/preventive action section in Entropy or on the COD Non-Conformance Form.


The nonconforming issue is handled as defined in the supplier performance process.

8. Management responsible for the area where the nonconformance is identified dispositions the nonconformance.  Dispositions break down as follows:

9. To rework is to make the product or service delivered what it was originally intended to be.  To repair is to do additional work to make the deliverable as close as possible to the expected deliverable in a way that the customer (internal and/or external) finds the deliverable to be acceptable.  Rework or repair instructions are defined in one of the following ways:

While each of these methods is acceptable, the best solution is to enter the item as a nonconformance in Entropy.  This allows the data to be more readily available for analyzing process performance and product conformity.


Evidence the rework or repair was accepted is the closed out nonconformance report, corrective action report, work order or an entry in the project schedule noting the step is now complete.  Notations on the memo or email may also serve as a re-inspection record.

11. Use-As-Is means we are deciding to consider the condition acceptable and no action is necessary.  As the product or service is still nonconforming, we need to show evidence of concession from the customer (internal or external) or a member of management.  The concession would be recorded in:

12 Where it is feasible to do, we resume processing the job/project per the process used to provide the service.

13. CRITERIA: (from Improvement Systems)

Even when the incident is deemed neither bad enough or big enough, the information is collected and analyzed to determine if action may be needed in the near future.