Closed-loop corrective action (CLCA) is a process that traces problems to their root causes, develops solutions to prevent recurrence, implements changes, and monitors effectiveness. It involves determining the cause of nonconformities, deciding if corrective action is needed, identifying the appropriate action, implementing it, handling complaints, and ensuring the action addressed the problem. CLCA aims to fix processes by eliminating underlying causes rather than just addressing symptoms.

1. Closed-Loop Corrective Action

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. 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