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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
Closed-Loop Corrective Action

an operations management

presentation by

Bobbi Dodd

what will be covered
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
what will be covered3
What Will be Covered ?
  • Implement corrective action
  • Handle customer complaints
  • Handle product nonconformity
  • Ensure effectiveness of action
  • Software available for CLCA
  • Summary/Exercise
what is closed loop corrective action clca
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
what is closed loop corrective action clca5
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

determine the cause of a nonconformity
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
determine the cause of a nonconformity7
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
sources of causes
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
corrective action procedures
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
is corrective action necessary
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
is corrective action necessary11
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
determine corrective action needed
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
implementing corrective action
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
effective handing of customer complaints
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
report of product nonconformity
Report of Product Nonconformity
  • Internal report
    • Use TQM procedures for control of nonconforming product
  • External report
    • Similar procedures to those for handling customer complaints
ensure effectiveness of corrective action
Ensure Effectiveness of Corrective Action
  • Verify that planned action has been taken
  • Verify that the action has been effective in eliminating the original nonconformance
software available for clca tracking
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
software web sites
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)
summary can also be used as an exercise
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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