SCARs, CARs, NCRs, CAPAs, and Complaints - What's it all mean??

ISO 17025 requires an accredited lab to have a program for (4.8) Complaints, (4.9) Nonconforming work (NCR), (4.11) Corrective Actions, and (4.12) Preventative Actions (CAPA). But what does that mean? And how does that impact the lab and the customers (you)?One of the benefits of ISO 17025 accreditation is the requirement of the lab to provide good, if not great, customer service. Your organization does not need an ISO certification or accreditation to adopt these processes to improve quality. The purpose of this paper is to present a basic understanding of the process for resolving customer issues and non-conformances within an organization • particularly the calibration or test lab accredited to ISO 17025.