Quality Management System

1. FACULTY MANAGEMENT Quality Management System Argenis Osorio – Manager, Quality Assurance10 October 2013 Non-Conforming Product/Service

2. Non-Conforming Product/Service • Purpose and Scope • This procedure defines the process, roles and responsibilities involved in handling and processing any defective product or service in Facilities Management at the University of Calgary, to ensure that product/service that does not conform to requirements is identify and controlled to prevent its unintended used or delivery. • This procedure does not apply to contractor’s facilities or supplier’s facilities. These facilities are expected to manage their non-conforming product/service in accordance to their own internal procedures that are in alignment with the applicable standards where applicable. 2

3. Non-Conforming Product/Service • Non-conforming product/part should be rejected for the following reasons: • Safety, • Durability, • Weight, • Health reasons, • Performance, • Appearance, and • Reliability. • Non-conforming services may include: • Business Processes, SOPs and/or Guidelines incorrectly followed • Customer complaints, • Identification of lacking Business Processes, SOPs, Guidelines, Forms, etc., and • Contractor’s service. 3

4. Non-Conforming Product/Service • Responsibilities of Managers/Supervisors/Employees • Managers / Supervisors: • Conduct a preliminary review/evaluation of a reported material/part non-conformance, and • Ensure non-conforming product/part or service identified through inspection, audit and/or customer complaint should be segregated, documented and tagged. • Employees: • Identify, control and notify the Department Supervisor/Manager (or Delegate) of any non-conforming material/part or service. 4

5. Non-Conforming Product/Service 5

6. Non-Conforming Product/Service • The following possible dispositions may be determined by the supervisor/manager (or delegate): • Use As Is: the product/part may be used as is without any repair, rework or any other form of alteration. This applies when the suspected product/part non-conformance is determined to the acceptable for use in its current state, • Rework: the identified non-conforming product/part may be used after rework (these products/parts shall be subject to re-verification to demonstrate conformity to the requirements), • Return to Vendor: the non-conforming product/part may be returned to the original vendor for evaluation, rework, disposal or replacement, and • Scrap: the non-conforming product/part is not reparable or salvageable and must be disposed. This applies when the cost of a possible modification, rework, alteration or repair is beyond acceptable economical consideration. Product/parts with cost of less than $125 CAD may be scrapped without racing an NCR. 6

7. Non-Conforming Product/Service • Root Cause Analysis Tools • Ishikawa / Fishbone / Cause and Effect Diagram 7

8. Non-Conforming Product/Service • Root Cause Analysis Tools - Continued • 5 Whysis an interactive question-asking technique used to explore the cause-and-effect relationships underlying a particular problem. • Example: • The vehicle will not start. (the problem) • Why? - The battery is dead. (first why) • Why? - The alternator is not functioning. (second why) • Why? - The alternator belt has broken. (third why) • Why? - The alternator belt was well beyond its useful service life and not replaced. (fourth why) • Why? - The vehicle was not maintained according to the recommended service schedule. (fifth why, a root cause) • Why? - Replacement parts are not available because of the extreme age of the vehicle. (sixth why, optional footnote) • Start maintaining the vehicle according to the recommended service schedule. (possible 5th Why solution) • Adapt a similar car part to the car. (possible 6th Why solution) 8