quarta-feira, 5 de setembro de 2012
Examples ISO 9001:2008 corrective and preventive actions example
Corrective actions are intended to eliminate the fundamental causes of actual nonconformities to prevent recurrence of the problem.
Immediate action (Correction) - Its purpose is to attack only the effect, mitigating the problem, but not giving a definitive solution to the problem.
Preventive action is established to prevent the occurrence of potential nonconformities.
The standard asks that these two requirements is that any non-compliance is dealt with systematically documented and planned. You need a procedure explaining how to proceed in customer complaints and non-fulfillment of the requirements of the QMS and products. The corrective actions must be where the problem exists and should be treated, commonly referred to as real non-compliance. If the problem has a great potential to occur, should take preventive action. In general, we use a form for registration of non-conformities. A documented procedure should be established, and a single procedure covering the requirements 8.5.2 and 8.5.3.
A suggestion that can greatly help the implementation of these requirements is the knowledge of analysis methodologies root causes of problems as the Ishikawa Diagram, Stratification of data and the 5 Whys. We also offer a blog E-book on the MASP - Methodology for Analysis and Troubleshooting, which may facilitate the diagnosis, planning, implementation of corrective actions and critical assessment of whether it was effective.
Let's see these concepts through a practical example, a client of an automaker claims that your car is brake failing. Immediate action could perform the repair on the car for that client. However, a systematic analysis of causes is not conducted in that vehicle, large losses can not be identified, it may be that all cars of that model or batch are similar problems in the braking system.
Through a more detailed analysis of causes the team may propose actions that are more effective in combating the problem preventing their recurrence. A possible preventive action could be reviewing the process of developing, testing and validation of brake systems by preventing faults were discovered when in use by the customer.
Let's see the steps in this requirement. In general, the companies serve as follows:
• Complaints, suggestions, audit results, comments or identification of problems come to the person responsible for quality and is analyzed to determine whether non-compliance is unfounded and should be treated as a non-compliance are established and corrective and preventive actions.
• Responsible for analyzing the causes of nonconformities are defined according to the theme areas or processes where appropriate and immediate actions are taken. The immediate actions are the actions that act on the effects of non-compliance, only to mitigate the problem, prevent it from becoming something greater.
• The root causes of the problem must be addressed and corrective and preventive actions established. A Plan of Action 5W2H1S can be a great tool.
A good way to identify opportunities for preventive actions is through the application of tools such as FMEA and Quality Control Circles - CCQ.
Continuous improvement is a key factor for organizations to perpetuate themselves in the market and also one of the principles of ISO 9000:2005 (which should be continuous improvement of the organization's overall performance is a permanent objective), competitors develop new products, new processes and organization feel pressure to improve to compete in the market if the company does not continually improve, she can not meet the requirements of new customers, more demanding due to their new experiences in the market. The great difficulty of the companies after the certification is to demonstrate that they are continuously improving its products and processes.