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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) Corrective action procedures Is corrective action necessary? Determine corrective action needed.

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Closed-Loop Corrective Action

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Closed-Loop Corrective Action

an operations management

presentation by

Bobbi Dodd


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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


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What Will be Covered ?

  • Implement corrective action

  • Handle customer complaints

  • Handle product nonconformity

  • Ensure effectiveness of action

  • Software available for CLCA

  • Summary/Exercise


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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


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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


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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


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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


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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


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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


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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


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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


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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


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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


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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


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Report of Product Nonconformity

  • Internal report

    • Use TQM procedures for control of nonconforming product

  • External report

    • Similar procedures to those for handling customer complaints


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Ensure Effectiveness of Corrective Action

  • Verify that planned action has been taken

  • Verify that the action has been effective in eliminating the original nonconformance


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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


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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)


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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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