The nonconformity was raised against ISO 9001:2015 Clause 8.5.1 – Control of production and service provision. This clause requires organisations to carry out production and service provision under controlled conditions, including:
the use of suitable infrastructure and equipment,
the availability and use of appropriate monitoring and control, and
the prevention of nonconforming outputs being delivered to customers.
In this scenario, the evidence shows a systemic failure in operational control, not isolated human error.
Explanation of the selected evidence:
E. The organisation failed to control the laundry operations in 5 shops adequately.
Clause 8.5.1 requires consistent control of service provision. The fact that 80% of complaints come from five specific shops demonstrates a lack of effective operational control in those locations.
G. The organisation failed to maintain all of its equipment to an adequate standard.
Clause 8.5.1 requires suitable infrastructure for service provision. Management acknowledged that equipment in these shops is old and cannot currently be replaced, meaning it is not being maintained at a level necessary to ensure conformity of service.
H. Some equipment used was not suitable for the laundry process.
The poor cleaning outcomes and high complaint levels directly indicate that the equipment is not fit for purpose, which is a clear breach of the requirement to provide suitable resources for controlled service provision under Clause 8.5.1.
Explanation of why the other options are not appropriate evidence for Clause 8.5.1:
A relates to strategic planning and investment decisions, not directly to operational control.
B and C relate to inspection activities, which were not evidenced in the scenario.
D and F relate to complaint handling behaviour, which would align more closely with Clause 9.1.2 (customer satisfaction) or Clause 10.2 (nonconformity and corrective action), not Clause 8.5.1.
ISO-aligned conclusion:
The nonconformity is justified because the organisation is continuing to provide services using unsuitable and inadequately maintained equipment, resulting in repeated service failures in multiple locations. This demonstrates a clear failure to control service provision as required by ISO 9001:2015 Clause 8.5.1, supported by evidence E, G and H.
