Improvement and Corrective Actions for Non-Compliance in ISO 20000

Non-compliance. It’s a term no organization wants to hear, especially when adhering to stringent standards like ISO 20000. Simply put, non-compliance refers to deviations from the stipulated requirements of the standard and the organization’s own requirements concerning the Service Management System (SMS).

Why Non-compliance Happens

There can be various reasons behind non-compliance. It might arise from overlooked requirements, misinterpretation of the standards, or even external factors that affect the organization’s ability to comply. Whatever the root cause, it’s essential to acknowledge and address them to ensure the efficacy of your SMS.

Addressing Non-compliance Through Corrective Actions

As the ISO 20000:2018 standards highlight, “A corrective action is an action taken to eliminate the cause or reduce the likelihood of recurrence of a detected non-compliance or another undesirable situation.”

This means that, beyond just identifying non-compliance, organizations are expected to take proactive measures to ensure it doesn’t reoccur. This might involve:

1. Documenting the Non-compliance: The first step is always recognition. By documenting the non-compliance, you’re acknowledging the deviation and setting the stage for corrective action.
2. Analyzing the Root Cause: Delve deep to understand why the non-compliance happened. Was it an oversight? Was there a lack of resources or understanding?
3. Implementing Corrective Measures: Based on the root cause analysis, roll out measures that directly address the issues.
4. Monitoring & Feedback: After implementing corrective measures, monitor the situation to ensure the solution is effective. Feedback loops can help in adjusting the actions if they are not delivering the desired results.
5. Documenting the Actions: This ensures there’s a record of what has been done, enabling transparency and serving as a reference for future scenarios.

Continuous Improvement in the Face of Non-compliance

Non-compliance, while undesirable, can be a blessing in disguise. It offers a chance to reflect, reassess, and reinforce the organization’s commitment to upholding the highest standards. By taking corrective actions and instilling a culture of continuous improvement, organizations can transform non-compliance challenges into opportunities for growth and betterment.