Standard Operating Procedure (SOP) for Reporting, Investigating, and Closing Non-Conformance’s

Important note: We write SOPs in English and German; See Earthworm Writing & Research Studio & Earthworm Schreib und Forschungsstudio

This document must be read with the Standard Operating Procedure (SOP) for Meat Handling in Factory and Link to In-Store

Document Information

  • Document Number: SOP-002
  • Version: 1.0
  • Effective Date: 15 August 2024
  • Reviewed By: [QA Manager]
  • Approved By: [Managing Director]
  • Next Review Date: [Date]

1. Objective

To establish a systematic approach for identifying, reporting, investigating, and closing non-conformances arising from product quality, safety, or delivery-related complaints. The SOP ensures compliance with food safety standards (ISO 22000), protects consumer satisfaction, and minimises operational disruptions.

2. Scope

This procedure applies to all employees involved in the production, quality control, customer service, and distribution departments of the meat plant, as well as Spar store employees handling meat products. It encompasses both internal non-conformances (e.g., product quality issues identified in-house) and external non-conformances (e.g., customer and distributor complaints).

3. Definitions

  • Non-Conformance: Any deviation from the established standards for product quality, safety, or delivery conditions. This includes customer complaints, distributor complaints, and internal non-compliance.
  • Corrective Action: Measures taken to eliminate the causes of detected non-conformities or undesirable situations.
  • Customer Complaints: Complaints originating from end consumers or Spar stores regarding product quality, safety, or shelf life issues.
  • Distributor Complaints: Complaints from distributors related to delivery conditions, packaging defects, or out-of-specification products.

4. Procedure for Non-Conformance Management

4.1 Complaint Reception

  • All complaints (internal or external) must be documented on a Non-Conformance Report Form.
  • The form must capture key details such as the complainant’s information, nature of the complaint, product details (batch number, production date), and photographic evidence if applicable.
  • The store manager, production manager, or quality control (QC) officer is responsible for filling out the form.

4.2 Complaint Logging

  • Each Non-Conformance Report Form must be logged into the Non-Conformance Register at the respective points, including Spar stores, the distribution centre, and the meat plant.
  • The register must be reviewed weekly to ensure that all non-conformances are tracked and addressed.

4.3 Initial Assessment

  • The QC team will assess the severity and urgency of each reported non-conformance.
  • Non-conformances affecting food safety (e.g., contamination, spoilage) must be escalated to senior management immediately.
  • Less urgent complaints (e.g., minor packaging issues) should be prioritised according to the company’s quality protocols.

4.4 Investigation

  • A thorough investigation must be conducted to identify the root cause of the non-conformance.
  • The investigation may include:
  • A review of production and distribution records.
  • Interviews with relevant personnel.
  • Examination of the product in question.
  • Off-Shelve Check (if the issue involves store-shelf products):
  • Conduct an evaluation of the product on the shelf, examining its colour, smell, and packaging integrity.
  • Check for signs of “blown” packaging, discolouration, or strange odours.
  • Products showing spoilage should be removed immediately, tagged with the relevant batch information, and moved to the freezer until further inspection can be conducted.

4.5 Corrective Actions

  • Based on the findings of the investigation, corrective actions must be implemented to resolve the issue and prevent future occurrences. This could include:
  • Production process adjustments.
  • Staff retraining.
  • Packaging improvements.
  • For non-conformances related to product spoilage:
  • If the smell is sour but the product is deemed safe, it should be marinated and displayed for sale for one more day, after which it should be transferred to HMR (Hot Meat Ready).
  • Meat that is unfit for sale must be properly documented and either repurposed for non-direct human consumption (e.g., pet food) or disposed of following local regulations.
  • Meat determined unsafe for human consumption must undergo proper evaluation by the QC officer and relevant documents signed before it can be written off as a loss.

4.6 Documentation and Record Keeping

  • All records related to the non-conformance, including investigation details and corrective actions, must be filed in the Non-Conformance Master File.
  • Records must be maintained for at least three years for auditing and traceability purposes.

4.7 Review and Closure

  • Once the corrective actions have been implemented, the QA team will assess their effectiveness.
  • The non-conformance case will be closed only after verifying that the issue has been resolved satisfactorily.
  • The case must then be signed off by the QC manager, production manager, and, where applicable, the store manager.

5. Communication

  • Weekly updates on all open non-conformances must be communicated to key stakeholders, including:
  • The Managing Director.
  • The QC Manager.
  • The Production Manager.
  • Spar Branch Manager (for store-related non-conformances).
  • These updates ensure transparency and keep all relevant parties informed of progress.

6. Monthly Evaluation and Trends Analysis

  • All non-conformances logged during the month must be reviewed at the end of each month by the QC team.
  • The team will look for trends or recurring issues that may require more extensive corrective actions or process adjustments.
  • A monthly report will be submitted to senior management, highlighting key findings, actions taken, and proposed continuous improvement measures.

7. Compliance with ISO 22000

  • The procedures outlined in this SOP align with the principles of ISO 22000 for food safety management.
  • All non-conformances must be integrated into the ISO documentation system, and audits must be performed periodically to ensure compliance.

8. Record Keeping

  • Maintain all records related to non-conformances (complaints, investigations, corrective actions) for a minimum of three years.
  • The records must be readily available for internal audits, external audits, and regulatory inspections.

9. Training and Awareness

  • All employees involved in the non-conformance reporting process must receive training on how to handle non-conformances in compliance with this SOP.
  • Periodic refresher training will be conducted to ensure ongoing understanding and adherence to the procedures.

10. Forms and Attachments

  • Non-Conformance Report Form (SOP-002-F01).
  • Non-Conformance Register (SOP-002-R01).
  • Corrective Action Record (SOP-002-CAR01).

11. Document Control

  • Document Number: SOP-002
  • Version: 1.0
  • Effective Date: 15 August 2024
  • Next Review Date: [Date]
  • Reviewed By: [QA Manager]
  • Approved By: [Managing Director]

This SOP ensures a structured approach for addressing non-conformances, emphasising product safety, process improvement, and compliance with ISO 22000 standards.