When something goes wrong—an out-of-tolerance part, a missed procedure, a supplier issue, or a customer complaint—you need more than a quick fix. You need a repeatable way to capture what happened, contain the impact, assign ownership, track cost, and prove closure. That’s exactly what a Non-Conformance Report (NCR) is designed to do—and BOS Enterprise includes an NCR feature (with documentation) to help your team do it consistently.

What are NCRs?

A Non-Conformance Report (NCR) is a formal record of something that did not meet a requirement. It explains what happened, what the impact was, what you did to contain it (or what you decided to do with it), and what actions are needed to stop it happening again before you close it out. The requirement could come from your procedures, a contract, a drawing or specification, an industry standard (such as ISO), or a legal/regulatory rule.

When should you raise an NCR?

In practice, you raise an NCR whenever a deviation from a requirement could affect quality, safety, compliance, traceability, cost, or customer satisfaction. The “requirement” might come from internal procedures, a contract, an industry standard (such as ISO), legal/regulatory obligations, or design specifications.

Common triggers for an NCR include:

• A product, component, or service output is defective, damaged, or out of tolerance.

• A process step wasn’t followed (or couldn’t be followed) as documented.

• Supplier materials or subcontracted work do not meet agreed requirements.

• Safety, legal, or regulatory requirements are not met.

• Internal or external audits identify non-compliance that requires investigation and closure.

What goes into a good NCR?

• Clear description of the nonconformance (what/where/when, and how it was detected).

• Requirement reference (procedure, spec, contract clause, standard, regulation).

• Immediate containment to prevent further impact (hold/quarantine/stop-ship, etc.).

• Disposition decision (rework, remake, scrap, return, concession/accept-as-is with approval).

• Root cause (why it happened).

• Corrective action plan (what will change), with an owner and due date.

• Verification and closure evidence and approval (including effectiveness where relevant).

Tip: keep NCRs factual and structured. If you consistently capture containment, disposition, root cause and corrective action, you build a record that supports Corrective and Preventive Action (CAPA)-style follow-up and simplifies audits and continuous improvement.

Why NCRs are so powerful (when used well)

• They protect customers and the business by ensuring nonconforming outputs are identified, contained, and resolved before they turn into bigger failures or rework.

• They create traceability and audit evidence: what happened, who owned it, what was done, and when it was verified and closed.

• They drive continuous improvement by turning isolated incidents into data you can trend, analyse, and fix at the root cause level.

• They align with quality management expectations (including ISO 9001’s emphasis on nonconformity and corrective action), helping teams respond systematically—not ad hoc.

The key is making NCRs easy to raise, easy to track, and hard to forget. That’s where having NCRs inside an ERP like BOS Enterprise becomes especially useful—because the NCR can stay connected to the job, transaction, service call, and time/cost that sit behind the issue.

How NCRs can be used in BOS Enterprise

BOS Enterprise’s NCR module helps you log and track internal issues (including health & safety), customer complaints, supplier/material issues, and production-related nonconformances in one consistent workflow. It’s integrated with transactions, the Tracker app (including timekeeping), and the Service Manager, so you can connect NCRs to the operational context and quantify impact.

What this looks like in day-to-day work

The most valuable part of doing NCRs inside BOS Enterprise is keeping the NCR connected to the operational “source of truth”—for example the transaction or job context where the issue occurred, a Service Manager call, or time logged in Tracker. That connection speeds up investigation, makes cost impact easier to quantify, and strengthens your evidence at closure.

Common BOS Enterprise NCR use cases

• Production NCRs (job/work order issues): log nonconforming output against the work you were doing, record containment/disposition (rework, remake, scrap), and assign corrective actions.

• Supplier / material NCRs: capture incoming inspection failures, wrong material, or documentation issues; then track returns, rework, or supplier corrective action while keeping the purchase/transaction trail intact.

• Customer complaint NCRs: raise an NCR from a Service Manager call so complaints don’t get closed as “done” until investigation, corrective action, and verification are complete.

• Health & safety / incident-style NCRs: record internal issues that need follow-up actions and sign-off, using the same disciplined workflow.

• Audit findings: convert an internal or external audit finding into an NCR so it has an owner, due dates, and evidence of effectiveness before closure.

What you can track (and why it matters)

To get real value from NCRs, you need consistency: the same types of details captured every time. In BOS Enterprise, that typically means recording the nonconformance details, linking them to the related operational record, assigning ownership, tracking actions to completion, and capturing the impact (time and cost). Because BOS ties into Tracker (including timekeeping) and transactions, you can build a clear picture of the cost of poor quality—not just the technical description of a defect.

• Classification: internal vs supplier vs customer complaint; quality vs safety; affected item/job/customer.

• Containment & disposition: quarantine/hold, rework/remake/scrap, return to supplier, or accept under concession (with approval).

• Root cause & corrective action: what failed in the process/system and what will change to prevent recurrence.

• Accountability: owner, due dates, evidence, verification, and closure sign-off.

• Cost and time impact: labour time (via Tracker), material cost, subcontract cost, and any downstream impact where you can estimate it.

BOS Enterprise includes documentation and tutorials for NCRs

If you’re new to NCRs (or standardising your process), BOS Enterprise includes guidance that walks you through both setting up the NCR feature and using it consistently day to day—including “how-to” tutorials for Non-Conformance Reports. Use that documentation as your baseline, then align the fields (categories, statuses, approvals, and required evidence) to the way your business runs so your NCR data stays clean enough to trend and report on over time.

If you want NCRs to drive real improvement, start small: define a few clear NCR categories, agree on what “good evidence” looks like, and make sure every NCR ends with verified closure—not just a quick note. With BOS Enterprise’s NCR tooling plus its setup and how-to documentation, you can build a simple, repeatable process that scales as your business grows.