Nonconformities

The laboratory shall have a policy and procedures that shall be implemented when any aspect of its management system and testing and/or calibration work, or the results of this work, do not conform to its own procedures or the agreed requirements of the customer.

The purpose of this procedure is to allow a proper response to the customer's complains, to provide the evidence on corrective and preventive actions undertaken and to allow management review and related process and quality system improvements.

Top management is responsible for ensuring that the causes of the complaints are thoroughly investigated, proper actions planned and realized in due time.