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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