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Closed-Loop Corrective Action

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Closed-Loop Corrective Action an operations management presentation by Bobbi Dodd What Will be Covered? What is CLCA? Determine the cause of a problem (nonconformity ... – PowerPoint PPT presentation

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Title: Closed-Loop Corrective Action


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
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