When should a Corrective action be created? (Procedures not being followed)

Ragnarok

Involved In Discussions
#1
Hello To All .

I am having a problem at work .

Corrective actions are being requested for the following:

- Customer complaints
- Internal audits
- Product Non Conformance
- Issues costing the company Money
- Procedures not being followed

my main concern is the 5th point ... its creating a lot of problems because people are feeling like other people are "snitches" and they are getting angry at each other when some people are reporting that a procedure was not followed

MY question is : How can i clarify to the staff when it is OK to request a Corrective action , and when a corrective action is not needed ( a simple correction will do ) ???

Could you provide me with examples of "levels" of corrective actions , or any classification that would allow me to determine if a corrective action needs to be created ?

Thanks for the help
 
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somashekar

Staff member
Super Moderator
#2
Re: When should a Corrective action be created ?

Welcome to the Cove Ragnarok ...

- Procedures not being followed
I understand that you are mentioning about DOCUMENTED procedures not being followed.
Am I OK ?
So what is happening actually. What is going wrong ?
Did you come back from the non conforming end to the procedure and then find out that not following the procedure resulted in that non conformance ?
Sometimes it so happens that the procedures were made when they were felt good and appropriate, but as years roll by the procedure could no longer be relevant.
It could also happen that a thing can be made in many ways achieving the same end result, however the procedure captures only one way.
So, again.... What is happening actually. What is going wrong ?
Come back to the procedure finally to
Amend it
or
Obsolete it
 

Ragnarok

Involved In Discussions
#3
Re: When should a Corrective action be created ?

yes documented procedure

i will give an example:

Our Purchasing procedure stipulate that our purchasing officers must get quotes and contact the suppliers to get prices and purchase goods .

However there are some employees (not purchasing) that contacted directly the supplier , got a quote and then asked the supplier to send us the goods

This infuriated the purchasing officers who sent a corrective action request , but it created a problem between purchasing department and other departments

The persons that contacted the suppliers said that they did it because it was an emergency ...but our procedure does not allow other people than purchase officers to buy from suppliers even if its an emergency :(

hope I am clear

Kindly advise
 

Stijloor

Staff member
Super Moderator
#4
Re: When should a Corrective action be created ?

yes documented procedure

i will give an example:

Our Purchasing procedure stipulate that our purchasing officers must get quotes and contact the suppliers to get prices and purchase goods .

However there are some employees (not purchasing) that contacted directly the supplier , got a quote and then asked the supplier to send us the goods

This infuriated the purchasing officers who sent a corrective action request , but it created a problem between purchasing department and other departments

hope I am clear
That is a management/discipline issue. Using the corrective action process as a means to change people's behavior will be viewed as punitive and kills the corrective action process and its benefits in no time.

The supervisor or manager must take care of this with the offending employee directly without corrective action requests.
Disciplinary action can be initiated if needed.
 

somashekar

Staff member
Super Moderator
#5
Re: When should a Corrective action be created ?

Our Purchasing procedure stipulate that our purchasing officers must get quotes and contact the suppliers to get prices and purchase goods .

However there are some employees (not purchasing) that contacted directly the supplier , got a quote and then asked the supplier to send us the goods
Why must a purchasing officer only get a quote ? Some employees who are getting the quote are perhaps the user's and they are doing a bit ahead to get the required material, thereby assisting the purchasing.

Ask supplier to send the material ?
How.. On the phone ? by e-mail ?
Does the supplier send you the goods without a Purchase order from you ? How does he get paid for the goods ?

The best those employees can do is to forward the quote and supplier reference to purchasing for further actions, with the approval to purchase.
 

Ragnarok

Involved In Discussions
#6
Re: When should a Corrective action be created ?

Ok ...

but my question remains :

How can i clarify to the staff when it is OK to request a Corrective action , and when a corrective action is not needed ( a simple correction will do ) ???

Could you provide me with examples of "levels" of corrective actions , or any classification that would allow me to determine if a corrective action needs to be created or if instead a simple correction will do ?

Should i tell the staff that Corrective action request are for customer complaints , product non conformance , but that Internal Procedure non implementation does not require a corrective action request and should be sent to the appropriate manager to be treated ?

But if some employees are repeatedly not working according to procedures then doesnt that require a corrective action request ???

I am lost ...
 

Marcelo

Inactive Registered Visitor
#7
It's weird to request a corrective action. People should identify NCs and request an investigation. Then, after analyzing the root cause, you decide if you need only a correction or a corrective action.
 

Ragnarok

Involved In Discussions
#8
hmmm..

maybe change the "Corrective action request form" to " Problem investigation request" form

then we would decide if the problem needs simple correction or corrective action

Thanks
 
W

WsmithA

#9
Hello. This is my first post. I hope it will be helpful.

I've found issuing a corrective action is a costly activity. It takes up a lot of resources. At the same time it is a necessary activity for some nonconformances.

To help your situation I would suggest to update your corrective action procedure and put in-place a qualification to get a corrective action issued. I've used Severity levels and frequency levels to justify a corrective action being issued. To give you an example we'll use your situation:

If the personnel deviated from the purchasing procedure once, a corrective action wouldn't be issued. Some discussion should occur to reinforce that there is a procedure and it must be followed and if it happened again a corrective action will be issued (according to the corrective action procedure). If the personnel or another personnel deviated from the same procedure, a corrective action would need to be issued.

Cheers!
 
K

kgott

#10
hmmm..

maybe change the "Corrective action request form" to " Problem investigation request" form
Thats actually a very good idea. It will give it a global application and not restrict it to quality issues, it would go well in safety.

Just got to ensure it stays only the management system arena and not spill over into HR issues, but thinking obout it, are unwanted events in safety HR or system oriented isses ...humm?
 
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