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MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM9.3 Control of Nonconforming ProductMaseno University ensures that service/product which does not conform to requirements is identified andcontrolled to prevent unintended use or delivery. These activities and responsibilities are defined indocumented procedure MSU/MR/OP/04 – Control of Nonconforming Product. Records of the nonconformitiesand actions taken are kept per MSU/MR/OP/02 Control of Records.Nonconforming service/product is corrected and subject to re-verification after correction to demonstrateconformity. When nonconforming product is detected after delivery or use has started, Maseno Universitytakes appropriate action regarding the consequences of the nonconformity.9.4 Analysis of DataMaseno University determines, collects and analyzes appropriate data to determine the suitability andeffectiveness of the quality management system and to identify improvements that can be made using thequality objectives and service charter. This includes data generated by monitoring and measurement activitiesand other relevant sources.Maseno University analyzes this data to provide information on:a) Customer satisfaction and/or dissatisfaction (section 8.2.1);b) Conformity to service/product requirements (section 7.2.1);c) Characteristics of trends of processes and service/products including opportunities for preventiveaction, andd) Suppliers.9.5 Improvement9.5.1 Continual ImprovementMaseno University improves the effectiveness of the quality management system through the use of thequality policy, objectives, audit results, analysis of data, corrective and preventive action and managementreview.9.5.2 Corrective ActionMaseno University takes corrective action to avoid and eliminate the cause of nonconformities in order toprevent recurrence. Corrective action is to be appropriate to the impact of the nonconformities encountered.The documented procedure for corrective action, MSU/MR/OP/05 - Corrective & Preventive Actions, definesrequirements for:a) Reviewing nonconformities (including customer complaints);b) Determining the causes of nonconformities;c) Evaluating the need for actions to ensure that nonconformities do not recur;d) Determining and implementing the corrective action needed;e) Recording results of action taken;f) Reviewing of corrective action taken.Maseno University, Private Bag Maseno. 28Tel 0722203411