Closed Loop Corrective Action

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Closed Loop Corrective Action

Closed Loop Corrective Action

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  • 1. Closed-Loop Corrective Action
    • an operations management
    • presentation by
    • Bobbi Dodd
  • 2. What Will be Covered?
    • What is CLCA?
    • Determine the cause of a problem (nonconformity)
    • Corrective action procedures
    • Is corrective action necessary?
    • Determine corrective action needed
  • 3. What Will be Covered ?
    • Implement corrective action
    • Handle customer complaints
    • Handle product nonconformity
    • Ensure effectiveness of action
    • Software available for CLCA
    • Summary/Exercise
  • 4. What is Closed-Loop Corrective Action (CLCA)?
    • Corrective Action:
      • An action planned or taken to stop something from recurring.
    • Closed Loop:
      • Fix the process by eliminating the root cause of a problem so that it will not reoccur
  • 5. What is Closed-Loop Corrective Action (CLCA)?
    • “The pattern of activities which traces the symptoms of a problem to its cause, produces solutions for preventing the recurrence of the problem, implements the changes and monitors that the changes have been successful.”
            • Hoyle, David
  • 6. Determine the Cause of a Nonconformity
    • Validate causes before planning or taking action
      • Identify the nonconformity
      • Collect data on nonconforming item, quantity, frequency, etc.
      • Identify when, where and under what conditions problem occurred
  • 7. Determine the Cause of a Nonconformity
    • Investigate thoroughly; many tools can help
      • The common seven quality tools when
      • The simple why? Why? Technique can often reveal the root cause of a problem very quickly
  • 8. Sources of Causes
    • Deficiencies in communication
    • Deficiencies in documentation
    • Deficiencies in personnel training and motivation
    • Deficiencies in materials
    • Deficiencies in tools and equipment
    • Deficiencies in the operating environment
  • 9. Corrective Action Procedures
    • Sources of nonconformity causes are variable
    • It may be practical to employ corrective action provisions in procedures rather than a single corrective action procedure
  • 10. Is Corrective Action Necessary?
    • All nonconformances are costly but correction is also costly
    • Assess the degree of corrective action necessary
      • Determine the magnitude of the problem and the risks encountered
  • 11. Is Corrective Action Necessary?
    • A manager needs to know:
      • What is the problem?
      • Has the problem been confirmed?
      • What are the consequences of doing nothing?
      • What is the preferred solution? - How much will it cost/save?
      • What are the alternatives and their relative costs?
      • How long before the problem damages the business
  • 12. Determine Corrective Action Needed
    • Immediate action such as warning notices, alerts, etc.
    • Longer term action such as changes to plans, procedures, specifications, training, etc.
    • Record both the cause and the proposed solutions
  • 13. Implementing Corrective Action
    • Implement and record changes to documented procedures resulting from corrective action
      • Track implementation of corrective actions
      • Link procedural change to the corrective action procedure
      • Prevent recurrence of problem
  • 14. Effective Handing of Customer Complaints
    • Record complaint (including details)
      • Define when a customer message is classified a complaint
      • Capture complaints from all interface channels with customer
    • Acknowledge complaint
    • Investigate nature of complaint
    • Establish a process for satisfying customer
    • Monitor progress
  • 15. Report of Product Nonconformity
    • Internal report
      • Use TQM procedures for control of nonconforming product
    • External report
      • Similar procedures to those for handling customer complaints
  • 16. Ensure Effectiveness of Corrective Action
    • Verify that planned action has been taken
    • Verify that the action has been effective in eliminating the original nonconformance
  • 17. Software Available for CLCA tracking
    • Dozens of quality management software packages are on the market that help facilitate the sometimes daunting task of tracking the closed-loop corrective action process
    • A few of the web sites found during preparation of this presentation are listed on the following slide
  • 18. Software Web Sites
    • www.qualitysys.com (System 9000)
    • www.relsys-inc.com (EasyTrak medical industry specialization)
    • www.processintegrity.com (SMART Corrective Action System)
    • www.fracas-software.com (Failure Reporting Analysis and Corrective Action System)
    • www.stochos.com (Quality Action Reporting)
  • 19. Summary – Can Also be Used as an Exercise
    • A closed-loop corrective action process
      • Identify the problem
      • Investigate the root cause of the problem
      • Develop a plan which eliminates the cause
      • Implement the plan
      • Verify the effectiveness of the eliminating the cause