MAJU INTAN BIOMASS ENERGY SDN. BHD.

DOC. NO

SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

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MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND

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REVISION HISTORY
Rev. No

DCN No.

Page No.

Eff. Date

N/A

ALL

02/02/2015

Name
Position

Description of Changes
NEW ISSUANCE
REF. NEW ISSUE DOCUMENT APPROVAL FORM NO.
001

Originated By

Reviewed By

Approved By

BANUN

BANUN

WITHORN ARPANUVAT

Management Representative

Management Representative

General Manager

Signature
Date
Note: The details of changes shall be documented in the DOCUMENT CHANGE NOTICE (DCN).
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MAJU INTAN BIOMASS ENERGY SDN. BHD.

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1.0

Records

PURPOSE
1.1

1.2

1.3

1.4

To ensure administrative services provided to

customer (internal department / management) that
did not meet required requirements are prevented
prior customer completion and final submission of
reports.
To analyze, investigate and handling the
non-conformance related to administrative service
requirements and determine correction, and the
effectiveness of corrective and preventive action.
To outline a system for establishing corrective action
to resolve problems and prevent future recurrence
and preventive action prevent potential nonconformity from occurrence and for continuous
improvement purpose
Continually improve the effectiveness of the quality
management system through the use of quality policy,
quality objective, audit result and analysis of data.

2.0 SCOPE
2.1

This shall be applicable to:

Customer Complaints
All services that provide to customer
according to customer request
All processes related to quality management
system

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DOC. NO

SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

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2.2

Administrative service include documentation

requested by customer

2.3

Non-conformance shall define as non-compliance with

specified requirements and did not achieve it planned
arrangement.

Records

3.0 REFERENCES
3.1 ISO 9001 : 2008 Clause 8.3 (Control of Non-Conforming
Product)
3.2 ISO 9001 : 2008 Clause 8.5 (Improvement)
3.3 ISO 9001 : 2008 Clause 8.2 (Monitoring & Measurement)
3.4 MJE-QM (Company Quality Manual)

4.0 APPENDICES
Nil

5.0 APPLICABLE FORM

5.1 Non-Conformence Record
5.1 Process Corrective Action Request
5.2 Preventive Action Request
5.3 Continual Improvement Action Plan
6.0 DEFINITION
6.1 Back Up = Authorised personnel by respective immediate
superior.
6.2 NC: Non-conforming
6.3 CA: Corrective Action
6.4 PCAR - Process Corrective Action Request
6.5 SCAR - Supplier Corrective Action Request
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DOC. NO

SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

02/02/2015

MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND

PREVENTIVE ACTION PROCEDURE

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7.0

Records

PROCEDURES
7.1

Responsibility
a) HOD / Management Representative/ General
Manager are responsible to ensure effective
implementation of this procedure.
b) However the authority to point out NC materials is
given to all personnel. They may point out the NC to
the departmental Manager/ Head concerned who
then initiated disposition and handling.
c) The Management Representative shall be
responsible to facilitate the continual improvement
of the quality management system through the use
of quality policy, quality objectives, audit results,
analysis of data, corrective & preventive
action & management review

7.2

Control Of Non-conforming:a) Non-conforming service are controlled by any

one of the following methods. i)

by taking action to eliminate detected

non-conformity,

ii)

by authorizing its use, release or

acceptance - by customer at a
concession rate.

b) Upon detection of non-conformance through

supplying administrative service, such as staff
recruitment issue, etc due to service did not carry out
according to customer requirements, its shall be
immediately identified and correction and corrective
action shall be carried out accordingly.

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CONTROLLED DOCUMENT seal in RED.

MAJU INTAN BIOMASS ENERGY SDN. BHD.

DOC. NO

SOP-NC-01

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c)

Internal Audit
Upon detect any non-conformance during internal
audit process which did not meet audit scope and
criteria(e.g. ISO 9001:2008), internal auditor shall
report non-conformance with objective evidence in
accordance to Internal Audit Procedure. The
correction, corrective action and preventive action
response shall be recorded in the Corrective Action
Request submitted by the auditor to the auditee.

Records
Corrective
Action Request

d) Customer Compliant
Upon received customer complaint, either in verbal
and written format, respective engineer shall carry out
appropriate action accordance with item 3.4.
7.3

Management of Non-conformance

Nonconformance
Record

a) Any non-conformance related shall be recorded in

Non-conformance Record (NCR).
b) The root cause and severity of non-conformance
shall be identified to determine the genuineness of the
non-conformance.
7.4

Correction and Corrective Action

a) The responsible personnel shall identify
appropriate correction action and corrective
action and commitment time (or period)
b) Correction shall be trigger immediately where
possible to resolve the non-conformity
c) Corrective action recommended and implemented
shall ensure the non-conformance would not
reoccurrence, such as established new procedure
or system, improve current procedure, increase
staff competency or quality awareness, etc.

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CONTROLLED DOCUMENT seal in RED.

MAJU INTAN BIOMASS ENERGY SDN. BHD.

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SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

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d) The departmental head or the personnel issue the

NCR shall:
-

Follow-up on corrective action taken to

ensure effective implementation

Verify the effectiveness of corrective action

taken where there is no reoccurrence of
the same non-conformance been detected
and satisfactory on the action taken

e) If found in-effective of corrective action, NCR shall

be issued to the same non-conformance matters
to trigger addition corrective action.
f)

7.5

If other requirement personnel required to involve

in solving the non-conformance issue, the
concerned personnel shall inform management
and liaise directly with them.

Preventive Action
a) All departmental head shall pro-active to study,
analyzed and determine any potential nonconformance which can cause quality nonconformity in related to their departmental
function.
b) Determination of potential non-conformance may
base on:
Previous process performance or historical
(quality) data
Similar or other industries practice or
experience
Repeating non-conformance

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SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

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PREVENTIVE ACTION PROCEDURE

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c) The detail of preventive action shall record in

Preventive Action Report (PAR) to include
following information:
- Subject of potential Non-conformance to
prevent
- Root Cause (either due to human factor,
process factor, etc.)
- Action plan action to carry out to prevent the
non-conformance (what, who, when)
- Period to monitoring the effectiveness of
preventive action
- Verification to determine the effectiveness
of preventive action
d) The preventive action plan shall determine the
action to be taken, responsible person and
effective or completion date.
e) The period of monitor the effectiveness of
preventive action shall be determined. Normally
may take 3 to 6 months.
f)

The preventive action shall be verified by

Departmental Head or Management to determine
the effectiveness and status after the monitoring
period.

This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
CONTROLLED DOCUMENT seal in RED.

MAJU INTAN BIOMASS ENERGY SDN. BHD.

DOC. NO

SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

02/02/2015

MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND

PREVENTIVE ACTION PROCEDURE

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7.6

Records

Analysis and Management Review

Quality Management Representative shall analyzed
the corrective action and preventive action status and
submit for annual Management Review meeting as
meeting input and continual improvement purpose

7.7

Customer Complaint Handling

a) In general, customer complaint shall handle by Head
of AD or other personnel depend on natural of
complaint.
b) Head of AD or appointed personnel shall review
the complaints, determine the genuinely and severity
of complaints and identified the natural of complaint.
c) All customer complaints shall record in Customer
Complaint log sheet for reference and tracking
purpose.
d) The information from customer complaints shall be
analyzed and determine by Head of AD or any
relevant personnel on any action required to be taken.
e) When there is no corrective action required to be
taken, it shall mention at Customer Complaint Log
Sheet remarks column.
f) For those customer complaints required corrective
action to be carried out, Non-Conformance Report
(NCR) shall be issued by the responsible personnel
(refer to item 3.3)

Customer
Complaint Log
Sheet

NCR

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STANDARD OPERATING PROCEDURE

REV. DATE

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g) Upon receiving the complaints, all complaints which

required action to be taken shall be responding to
customer within 48 hours working day.
h) Upon replying to customer complaints and no more
feedback from customer related to the same issue, the
complaint shall consider close and it shall update in
the log sheet.
7.8 Continual Improvement
a) All corrective & preventive action taken as per para
7.4 & 7.5 shall be used to evaluate where continual
improvement at the quality management system can
be made and recorded in the Continual Improvement
Action Plan.

Continual
Improvement
Action Plan

b) All activities related to continual improvement shall

be monitored by the Management Representative &
related Head Of Department.
c) All the results or outcome achieved shall be
presented at the Management Review Meeting.
7.9 Process Quality Problem
a) The Management Representative/ General Manager
is responsible for the implementation of corrective
and preventive action once the process problem is
detected and reported by a responsible person in the
process or by HOD.

This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
CONTROLLED DOCUMENT seal in RED.

MAJU INTAN BIOMASS ENERGY SDN. BHD.

DOC. NO

SOP-NC-01

STANDARD OPERATING PROCEDURE

REV. DATE

02/02/2015

MANAGEMENT OF NON-CONFORMING, CORRECTIVE AND

PREVENTIVE ACTION PROCEDURE

REV. NO.

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b) All problems detected shall be recorded in PCAR
and to be submitted to the concerned department for
root cause determination and action taken.

Records
PCAR

c) Corrective action taken shall be verified by the

Management Representative / General
Manager or otherwise designated or personnel
overseeing the department to ensure it is
implemented and effective.
7.9 Incidents
a) Incidents may arise from
i) a failure to observe SOP
ii) an inadequate Operating procedure
iii) unforeseen circumstances, e.g abnormal operating
conditions,
iv) accidents or other incidents against set safety
conditions
v) Emergencies
vi) Complaints
b) Detection Of Potential Non-Conformity
i) Process - Though the process monitoring
ii) System - Through Internal Quality Audit.
iii) Service - Through control of non-conforming
procedure.
8.0 RECORDS
All records specified in clause 5 of this document shall be
kept and retained in accordance to the Control of Record
(SOP-DC-02).
This document is controlled by distribution through INTERNET; hardcopy copies are not authorized for use. Hard copy is a Controlled Copy when stamped with the
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