Re-Evaluating Corrective Actions - Recurrence of a Customer Complaint

W

wes77

#1
A year ago, my company issued a corrective action for its product to address customer complaint. There have not been any problems or re-occurrences of the original problem until now.

This complaint is same as the ones before, but from a new lot post corrective action.

Does this mean the corrective action has to be re-opened?

Does a new corrective action have to be opened to address new complaint and old corrective action?

Can we treat this event as an isolated incident and monitor for an identical incident before making an issue?

Any suggestions?
 
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Marc

Hunkered Down for the Duration
Staff member
Admin
#2
Can we treat this event as an isolated incident and monitor for an identical incident before making an issue?
You say it has happened before. That means, for all intents and purposes, it is a recurring problem (even though it has been a year since the last incident).

To me an isolated incident is a 1 time thing.

Personally I'd re-open the old corrective action and add to it. You already know it is recurring (it happened again), so what ever you originally did was not effective.

You can start a new corrective action. If you do start a new corrective action you have to reference (and learn from) the original corrective action.

Key Word: Recurring Nonconformance.
 

Stijloor

Staff member
Super Moderator
#3
A year ago, my company issued a corrective action for its product to address customer complaint. There have not been any problems or re-occurrences of the original problem until now.

This complaint is same as the ones before, but from a new lot post corrective action.

Does this mean the corrective action has to be re-opened?

Does a new corrective action have to be opened to address new complaint and old corrective action?

Can we treat this event as an isolated incident and monitor for an identical incident before making an issue?

Any suggestions?
Welcome to The Cove Forums! :bigwave: :bigwave:

Is the problem the same? Same material (although different lot)?
How many shipments (or a percentage) have you received with no problems?

Requesting corrective action from your supplier depends on the significance of the issue.
A recurrence is usual evidence of the corrective action not as robust as initially determined.

If you can share some more details, that would help us.

Stijloor.
 
W

wes77

#4
THanks guys!!!

The problem is the exact same problem as before.

There have been about 500 shipments since the corrective action. It is the same material. The corrective action dealt with adding more material making the product more robust to prevent complaint from re-occurring.
 
C

Craig H.

#5
THanks guys!!!

The problem is the exact same problem as before.

There have been about 500 shipments since the corrective action. It is the same material. The corrective action dealt with adding more material making the product more robust to prevent complaint from re-occurring.
Sounds to me like the root cause has not been identified. What was different when the problem happened?

Time to drive down into the process.

It does not matter much if you reopen an old C/A or open a new one, referencing the old. Get to work finding out what is happening. Forget the style and go for the substance.
 
J

JaxQC

#6
THanks guys!!!

The problem is the exact same problem as before.

There have been about 500 shipments since the corrective action. It is the same material. The corrective action dealt with adding more material making the product more robust to prevent complaint from re-occurring.
I'm with ChrisH but I have to ask an additional question which might not be answered until you get into it a little more. Yes the problem is the same (hurt toe) but is the failure mode the same (hurt toe because it's dark, things in the walk path, hole in the ground) is root cause failure to maintain transport area while dropping brick on toe is same problem (hurt toe) but a new uncontrolled failure mode (not proper handling, root cause is too small of table to set bricks on) that might not be related to the original.
In short, open a new, reference the old, then either discount them being related (with detail why) or it was indeed not permanently correct the first time.
 

Jim Wynne

Staff member
Admin
#7
A year ago, my company issued a corrective action for its product to address customer complaint. There have not been any problems or re-occurrences of the original problem until now.

This complaint is same as the ones before, but from a new lot post corrective action.

Does this mean the corrective action has to be re-opened?

Does a new corrective action have to be opened to address new complaint and old corrective action?

Can we treat this event as an isolated incident and monitor for an identical incident before making an issue?

Any suggestions?
I agree with Marc's response (it's a recurrence and you should just reopen the previous CA) except for the bit about isolated incidents. Whether the event is properly characterized as an outlier depends on facts not in evidence at this point. Just because a phenomenon occurs twice doesn't necessarily mean that it's not an outlier.

As for your reaction at this point, was the cause of the complaint the same as the original cause? When you closed the previous CAR, did you do so because you believed that the cause had been permanently neutralized or removed, or did you close the CAR with an expectation that the NC could happen again, but you were willing to accept it within reasonable bounds?
 
U

Umang Vidyarthi

#8
THanks guys!!!

The problem is the exact same problem as before.

There have been about 500 shipments since the corrective action. It is the same material. The corrective action dealt with adding more material making the product more robust to prevent complaint from re-occurring.
As Marc has suggested, it is a recurrence so the earlier CAR needs to be reopened. You will have to go through your Root Cause Analysis with a microscope.

2. Since the problem was 'switched off' after CA/PA, and did not recur during 500 odd shipments, it is safe to presume that the CA/PA of 'adding more material' was effective.

3. Prima-facie it looks to me that the problem lies somewhere with the re-inforced material. May be the supply of the said lot was inferior, which missed detection during ICI (Incoming Inspection). If so, then re-inforcement with the proper material will resolve the problem.

Umang :D
 
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