Corrective Action for a Recurring Nonconformance

Michael_M

Trusted Information Resource
#1
We have a corrective action to an issue that has happened multiple times. Apparently my 'whys' are not addressing the actual issues so I will ask for your help. I want to fix this problem.

I know I will not be able to put enough information in one post to answer the question so I will refer back often and answer any questions (sorta like the 5 whys).


Problem: Shipping the incorrect part number to the customer.


System: We Manufacture parts and then deliver on a Kanban system (100% of all parts ship to a customer). We have the parts in our stock room and ship to the customer upon receiving a signal that the parts need to ship. For the most part, the 'stock room' is the shipping department. We do have additional part locations and all finished goods have a 'bin' location in our ERP computer system (E2 shop system). Parts are manufactured in-house and placed in stock where they wait to ship. The parts are 'pre-packaged' in shipping lot qty while they wait to be shipped.

If you can help steer me in the right direction (either by providing answers or asking questions), it would help.
 
Elsmar Forum Sponsor

smryan

Perspective.
#2
Re: Looking for assistance to a corrective action

Have you backtracked to the error point yet? Did the customer ask for the wrong part? Did the person taking the order typo? Did the person pulling the parts from stock grab the wrong parts? Were the parts labeled incorrectly?

Before you can fix the problem you have to pinpoint it. If the problem is "human error" it complicates fixing things because humans do make mistakes, so automate as much as possible and put in check points.
 

Michael_M

Trusted Information Resource
#3
Re: Looking for assistance to a corrective action

Have you backtracked to the error point yet? Did the customer ask for the wrong part? Did the person taking the order typo? Did the person pulling the parts from stock grab the wrong parts? Were the parts labeled incorrectly?

Before you can fix the problem you have to pinpoint it. If the problem is "human error" it complicates fixing things because humans do make mistakes, so automate as much as possible and put in check points.
We have had 3 instances of shipping the wrong part in the last 9 months.

1. two parts look identical only a single internal dimension differentiates the two parts. The change we made was to only pull from the bin location listed (i.e. the two parts are different by location).

2. Part number X was asked for and part number Y was shipped. The two part numbers were not similar in any way other than both were 316 stainless steel (size, shape, weight) all were different. The box that was shipped was mark part X but part Y was in the box.

3. Part number X123 was asked for and part number Y123 was shipped. The boxes are marked with the last 3 numbers and the wrong part was shipped. the fix for this would be easy (mark the entire part number on the box) except we have had 2 other instances in the last 9 months of an incorrect part number being shipped and I think this is only a band-aid on the problem.

Thank you. :thanx::thanx::thanx:
 
L

lokeky1

#4
1. Was there a final check of the dimension that differentiate between X and Y before it was boxed?

2. How can Y be in box labelled for X? Could it be the parts were manufactured side by side or one after the other. Was there "line clearance" ie cleared the old packaging away before starting the new product on the same line. Line clearance is practiced in the Pharmaceuticals industry.

3. Could it be one of the cartons was pre-labelled and placed with the wrong stacks at the warehouse?

Possible solutions
1. Are the parts X and Y be identified easily. Can it be colored. Can you use different color carton or labels.

Just some of my thoughts. Hope this helps.
 

Michael_M

Trusted Information Resource
#5
1. Was there a final check of the dimension that differentiate between X and Y before it was boxed?
The parts are controlled by a traveler up to shipping. There is a possibility that the traveler was not with the parts until the end of the boxing phase (it has happened before so I assume it can happen again).



2. How can Y be in box labelled for X? Could it be the parts were manufactured side by side or one after the other. Was there "line clearance" ie cleared the old packaging away before starting the new product on the same line. Line clearance is practiced in the Pharmaceuticals industry.
it is possible that there were two (or more) travelers near each other at the time. The work space is not fully cleared between tasks and sometimes while performing one task, a new task is assigned so the first task is 'put on hold'.



3. Could it be one of the cartons was pre-labelled and placed with the wrong stacks at the warehouse?
No, we do not have 'labels'. We hand write on the box the last 3 digits of the part number and quantity using a permanent marker.



Possible solutions
1. Are the parts X and Y be identified easily. Can it be colored. Can you use different color carton or labels.
I am looking for any possible solutions and with the help of the questions everyone asks, hopefully a root cause.
 

Ronen E

Problem Solver
Staff member
Moderator
#6
Re: Looking for assistance to a corrective action

We have had 3 instances of shipping the wrong part in the last 9 months.

1. two parts look identical only a single internal dimension differentiates the two parts. The change we made was to only pull from the bin location listed (i.e. the two parts are different by location).

2. Part number X was asked for and part number Y was shipped. The two part numbers were not similar in any way other than both were 316 stainless steel (size, shape, weight) all were different. The box that was shipped was mark part X but part Y was in the box.

3. Part number X123 was asked for and part number Y123 was shipped. The boxes are marked with the last 3 numbers and the wrong part was shipped. the fix for this would be easy (mark the entire part number on the box) except we have had 2 other instances in the last 9 months of an incorrect part number being shipped and I think this is only a band-aid on the problem.

Thank you. :thanx::thanx::thanx:
Hi,

IMO this is not a recurring failure, as each one of them is different. It's not bad that you've started a CA, and this could serve as an administrative framework for handling all 3, however I think you'd be better off identifying the root causes for each one separately and implementing measures to fix them individually.

#1: This is suggesting picking and shipping are handled based on bin / location only. If the shipping unit (box, bag etc.) isn't labelled with the PN, this might be a root cause (of course, you could ask "why isn't it labelled?").

#2: Obviously, this calls for "why was part Y in a box marked X?". This would probably send you down looking into your packaging process / packaging controls.

#3: I think for this one you've already identified the root cause and can implement a countermeasure. Or, you could ask "why are only numerals indicated?".

Zooming out for a moment, I'd like to ask something that might be overlooked because it might seem trivial. In you picking (for shipment) process, do you work by PNs? I mean, when the worker picks up the goods from the bins, are they required to do it by looking for a certain (full) PN? Are they required to write down what PN they picked against each line item in the shipping order? Do you have a process of seconding the picking, and signing it off? If not (to any of these), why?

Cheers,
Ronen.
 

Ronen E

Problem Solver
Staff member
Moderator
#8
The parts are controlled by a traveler up to shipping. There is a possibility that the traveler was not with the parts until the end of the boxing phase (it has happened before so I assume it can happen again).
(Bold type is my addition)
Sounds like a perfect reason for a CA!... Why wasn't the traveler with the parts until the end of the boxing phase?

it is possible that there were two (or more) travelers near each other at the time. The work space is not fully cleared between tasks and sometimes while performing one task, a new task is assigned so the first task is 'put on hold'.
Segregation in manufacturing is very important. If full line clearance is not possible / practical, consider implementing physical barriers to avoid products and paperwork mix-ups.

No, we do not have 'labels'. We hand write on the box the last 3 digits of the part number and quantity using a permanent marker.
Before implementing any countermeasures, you could ask "why were the part designations written on the box erroneous / incomplete?". Alternatively, you could stop here and implement double-checking.

I suggest you don't go implementing anything too quickly. Analyse your options in terms of leverage - what measures have the best ratio of effect (or confidence) to investment (consider not only initial investment but also ongoing burden).

Cheers,
Ronen.
 

Ronen E

Problem Solver
Staff member
Moderator
#9
I'd suggest getting all involved to map the process "as is", then when you what's going on and the problem areas, brainstorm how it can be solved. One person can't do a 5 Why and expect it to be accurate.
:yes: I agree on getting more relevant staff involved and on first understanding what's going on.

:nope: I don't agree on brainstorming solutions before the problem is pinpointed and a root cause has been identified with sufficient confidence. Jumping to solutions without fully understanding a problem is very enticing and very common in workplaces. Brainstorming often leads to zooming in on the "nicest" solution (also refer group thinking) that is not necessarily the most effective / efficient one, or even a solution at all.

I do support brainstorming as a tool for generating lots of ideas where there seems to be a "mindblock", however it's not always required (and sometimes it can really throw you away). Sometimes, with a good preparation, several good options come up naturally and effortlessly, and then it's a matter of rational selection between them.

Cheers,
Ronen.
 
Thread starter Similar threads Forum Replies Date
C Recurring Nonconformance - Missing Deadline for Closing a Corrective Action Problem Solving, Root Cause Fault and Failure Analysis 14
D Corrective Action Timing - IATF CB Deadline IATF 16949 - Automotive Quality Systems Standard 2
R AS 9100D - Containment and Corrective action AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
C Corrective action for failure in documents control ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
G Assignable cause/corrective action list for SPC Software Statistical Analysis Tools, Techniques and SPC 3
S Can we provide training plan as corrective action for IATF 16949 Non conformity? IATF 16949 - Automotive Quality Systems Standard 9
P Corrective Action Response for Missed bumps on brake press Manufacturing and Related Processes 2
B Stakeholder Initiated Corrective and Preventive Action Misc. Quality Assurance and Business Systems Related Topics 5
B Corrective and Preventive Action (CAPA) A Key Process of the Quality Management System Dec 17... Training - Internal, External, Online and Distance Learning 0
I When exactly can a corrective action be closed? Nonconformance and Corrective Action 3
L What to do if a Corrective Action requires several extensions Nonconformance and Corrective Action 7
qualprod Best criteria to measure Corrective Action effectiveness - Poor Maintenance ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
Ashok sunder Is it possible to reduce Risk likelihood and impact Post control Ranking after corrective action taken for risk? FMEA and Control Plans 1
E CAR (Corrective Action Report) with questionable Root Cause ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
B How to reply NCR on ineffectiveness of corrective action during IATF external audit? This is repeated issue whereby some mistake was done. IATF 16949 - Automotive Quality Systems Standard 7
I AS9100D Non-conformance for 10.2.1 b 2 and 10.2.1. b 3 e and f - Corrective Action AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 10
I Corrective Action Tracking for Product and Process in the same system? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
Ashok sunder Is it possible to reduce FMEA Occurrence and Detection Ranking after corrective action taken for customer complaints? FMEA and Control Plans 6
R CIP (Corrective Action) requirements - ISO 9001 clause 10.2 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
E CAR (Corrective Action Request) Due Dates ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
E Corrective Action or Customer Complaint ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
J If Corrective and Preventive Action were truly Effective IATF 16949 - Automotive Quality Systems Standard 3
qualprod Is a Corrective Action Expected if a Quality Objective is not in compliance? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 38
M Corrective Action Effectiveness Nonconformance and Corrective Action 5
P Documentation for correction, corrective action, mini CAPA Nonconformance and Corrective Action 9
P Interesting Discussion Addressing Human Factors in Corrective Action AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 23
S Formal written response to a corrective action? Nonconformance and Corrective Action 9
Q AS9100D Corrective Action Procedure needed Document Control Systems, Procedures, Forms and Templates 1
S Corrective Action from Internal Audits not performed ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 24
J We don't have enough Corrective action entries AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 10
T Timely Closure and "Ongoing" Corrective Action Nonconformance and Corrective Action 15
P Examples of Nonconformance, Corrective Action Requests, and Root Cause Analysis Nonconformance and Corrective Action 2
S How to Politely Close out a Nuisance Customer Corrective Action? Nonconformance and Corrective Action 11
R How many Corrective Action Request can be Issued by DCMA for a single issue? Nonconformance and Corrective Action 2
MarilynJ6354 Missing Corrective Actions - Workforce does not trigger corrective action requests General Auditing Discussions 6
J When to Initiate a CAR (Corrective Action Request) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
A Corrective Action Software Recommendations Nonconformance and Corrective Action 4
S SCAR (Supplier Corrective Action Request) Timeliness & Issuance Supplier Quality Assurance and other Supplier Issues 3
Fender1 Customer specified Item Defect Corrective Action Responsibility Customer Complaints 18
Q Corrective Action - Assigning KPIs to Non-Guilty Processes ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
5 Expediting Internal Corrective Action Requests (CAR) Closures Nonconformance and Corrective Action 3
J Corrective Action for External Audit NCMR (Procedure Not Followed) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
J ISO 9001:2015 Clause10.2 Nonconformity and Corrective Action - Deal with Consequences ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
T ISO 9001:2015 Clause 9.2.2 Internal Audit - Corrective Action Report Format ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
D Seeking Corrective Action Process Examples Nonconformance and Corrective Action 3
V Corrective Action for a scenario where Assignable Cause is not confirmed Nonconformance and Corrective Action 4
U Who is responsible to initiate a Supplier Corrective Action? Supplier Quality Assurance and other Supplier Issues 13
K Suppliers not responding to Supplier Corrective Action Requests (SCAR) Supplier Quality Assurance and other Supplier Issues 12
Q How to Report Non-compliance and Corrective Action to EU Member States EU Medical Device Regulations 5

Similar threads

Top Bottom