Non-Conformance Reports (NCRs)

An NCR is a formal document used to record, investigate, and correct a situation where something does not meet the required standards.

Those standards could be:

• Company procedures,
• Contract requirements,
• Industry standards such as ISO,
• Regulatory or legal requirements,
• Design specifications.

An NCR is raised when:

• A product is defective,
• A process is not followed correctly,
• The output does not meet the drawings or specifications,
• Safety or compliance requirements are violated,
• Audit findings reveal non-compliance with internal procedures.

An NCR usually includes:

• Description of the non-conformance,
• Reference to the violated standard or requirement,
• Root cause analysis (why it happened),
• Corrective action (how it will be fixed),
• Preventive action (how it will be avoided in the future),
• Responsible person and deadlines,
• Verification and closure approval.

NCRs are issued to:

• Ensure quality and compliance,
• Prevent repeat issues,
• Improve processes,
• Provide traceability and accountability.

Examples

• A construction project uses the wrong grade of concrete → NCR issued.
• A factory produces parts outside tolerance → NCR issued.
• An ISO audit finds missing documentation → NCR issued.

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NCRs in QuickEasy BOS

QuickEasy BOS expertly manages NCRs using transactions and the service manager.

Transactions

1. NCRs can be activated for transactions by checking the box next to the Transaction Type Setting: General > Enable NCR (Problem).
2. Activating this setting exposes additional options when the Actions button is clicked from within the applicable transaction.
3. Once a transaction has been marked as non-conformance, an orange banner is displayed on the transaction with the applicable NCR service ticket’s number.
4. Copy Rules can be created to copy the transaction to a specific NCR transaction. A function is included under Execute to identify the transaction as an NCR transaction.
5. When a transaction is copied to a remake transaction, information is displayed in the transaction’s footer. The Links button includes links to the ticket and other transactions in the same transaction flow.

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Service Types

1. A dedicated Service Type should be created for NCRs and added to an appropriate menu.
2. The Service Type is identified as the one used for NCRs by adding the setting NCR > Enable NCR and checking the checkbox. This setting may be added to multiple service types.
3. Default Categories, Statuses, and Notes for NCRs can be selected when creating the service type.
4. The related transactions and timekeeping records can be identified to track the costs associated with the NCR (See Screenshot 2 Profit/Loss below). If set up, a profit and loss statement is shown on the ticket.

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Tutorials

These tutorials explain how to process and unlick NCR tickets.

How to Create and Resolve an NCR Ticket

• This example is based on a product that is produced from a work order.
• The notes on the service ticket should be added in sequence.
• Although these instructions list the steps one after the other, the steps might be completed by different people on different days.
• Production should be complete before the ticket is closed so that all the costs are included.
• Step 8 (creating the additional work order) can be executed at any stage.

1. Navigate to the transaction on which the error is (e.g. a Work Order).
2. Click Actions (button) > Create NCR (Problem) and select one of these options:
   • Audit Finding
   • Process Related
   • Production Related
   • Safety, Health & Environment (SHE)
   • Supplier Return
3. If confirmed, a service ticket is created and opened.
4. On the service ticket, the linked transaction is shown on the Transactions tab, highlighted in orange.
5. Click Note (button) and click 1. Problem.
   1. Describe the problem in the note section.
   2. Assign To: Select the user who must work on the issue next.
   3. Click Save (button).
6. Click Note (button) and click 2. Containment.
   1. Describe what was / will be done to contain the problem in the note section.
   2. Assign To: Select the user who must work on the issue next.
   3. Click Save (button).
7. Click Note (button) and click 3. Correction.
   1. Describe what was / will be done to correct the problem in the note section.
   2. Assign To: Select the user who must work on the issue next.
   3. Click Save (button).
8. On the service ticket, on the Transactions (tab), right click the transaction that is marked in orange and click Open Transaction. When the transaction is opened:
   1. Click Actions (button) > Copy to Remake Work Orders.
      1. On the popup, uncheck any items that must not be copied.
      2. Check that there is a checkmark next to Open New Transaction (bottom left).
      3. Click Copy (button).
   2. On the newly created work order edit the Qty column to indicate how many replacement products must be produced.
   3. Place the work order into production (if linked) so that the tasks, materials, and outwork can be processed.
   4. Navigate back to the Service Ticket: From the transaction, click Links (button) > and click the service ticket’s number (e.g. NCR 3).
9. Click Note (button) and click 4. Root Cause.
   1. Describe what the root cause of the problem was in the note section.
   2. Assign To: Select the user who must work on the issue next.
   3. Click Save (button).
10. Click Note (button) and click 5. Corrective Action.
    1. Describe what corrective action was / will be taken in the note section.
    2. Assign To: Select the user who must work on the issue next.
    3. Click Save (button).
11. Click Note (button) and click 6. Evaluation.
    1. Type an evaluation of the issue in the note section.
    2. Assign To: Select the user who must approve the ticket.
    3. Click Save (button).
12. Click Note (button) and click 7. Approval.
    1. Type any note in the block provided (optional).
    2. Click Complete under Set Status.
    3. Click Save (button).

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How to Unlink a Ticket from an NCR Transaction

1. Open the applicable Service Ticket.
2. Under the transactions, right click the transaction that the ticket is linked to (the transaction is highlighted in orange) and click Unlink Transaction NCR.
3. Confirm that the ticket should be unlinked.

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