Symmetrical Group
Policies and Procedures
MANAGEMENT AND EXECUTIVE\CONTINUAL IMPROVEMENT
SG-PR-13-03 Improving the business system - prevention and correction of problems
Purpose
When we identify: |
We will: |
preventive action |
detect, analyse, and eliminate potential causes of nonconformance. |
improvements |
Identify and record suggestions and improvements into the business |
nonconformance |
identify, segregate, document, repair and dispose of nonconformance; |
corrective action |
take prompt corrective actions to meet quality requirements, eliminate nonconformance, and prevent recurrence; |
Background
This procedure in many ways forms the core of the management system. It provides a process for capturing and acting upon system breakdowns and all of the necessary process updates and improvements that any vibrant organisation will identify from time to time. This is a system of continuous improvement that is central to the well being of any organisation. It is vital that this process take place in an atmosphere where accountability and responsibility for fixing or acting on the matter is taken but there is no blame attaching.
NOTE: Prior to any change being implemented the "change Management Procedure" must be completed.
REMEMBER: any business that is not evolving is dissolving!
Scope
All Staff
Procedure
REPORTING COMPLAINTS, ISSUES & PROBLEMS
No. |
TYPE |
CORRECTIVE ACTION |
1. |
SUPPLIER PROBLEMS – minor, eg late delivery, packaging problems. |
Fix by phone call to supplier. |
2. |
SUPPLIER PROBLEMS – quantity problems, eg short shipped, incorrect items. |
Fix by phone call to supplier. Consider status of supplier on supplier register |
3. |
CLIENT COMPLAINTS – minor, no long-term significance. |
Deal with immediately/promptly. Advise (WHO?), record in Complaints Register (consider CAR Form) |
4. |
CLIENT COMPLAINTS – serious or significant. |
Deal with immediately and urgently. Record in Complaints Register. CAR Form filled out and passed to Quality Manager. (Management) advised immediately. |
5. |
STAFF RELATIONS ISSUES |
Attempt to resolve in a private meeting between the parties if appropriate, manager may need to act as a mediator. If endemic and sufficiently serious raise at Management Meeting. |
6. |
OPPORTUNITIES & SUGGESTIONS – Where improvements are identified Efficiency can be improved Waste minimised. |
Raise at relevant Meeting. |
7. |
INTERNAL AUDITS Nonconformance or significant issues identified during an Internal Audit. |
If warranted, or useful to do so, raise a specific CAR Form, so that the issues can be dealt with separately. |
8. |
Consider other issues that you may wish to address specifically here. |
USING CORRECTIVE ACTION REQUIRED (CAR) FORMS
All Staff are to be trained and encouraged in the use of F-Q-03 Corrective Action Request.
Staff:
(Discuss at staff meeting, if appropriate)
Quality Manager to:
Manager:
CORRECTIVE ACTION
Corrective action procedures will include the need to:
CAR MANAGEMENT
DEFINITION OF MAJOR AND MINOR CAR
Major CARs include:
Minor CARs include:
PREVENTIVE ACTION
All staff should routinely source information and discuss methods to eliminate potential causes of nonconformance.
These can be discussed at management meetings, and may include (amongst others):
Manager regularly reviews all suggestions etc.
Forms Relevant to this Procedure:
F-Q-03 Corrective Action Request
F-Q-13 Internal Audit Report Form
Date published: 25/07/2013
Document ID: |
17 |
Last reviewed: |
14/10/2009 |
Revision No: |
12 |
Approved by: |
.. |
* -25/07/2013 12:27:06 PM