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QSP 04 Non Conformance Corrective and Preventive Action

This document describes Right Horizons' quality management system for non-conformances, corrective actions, and preventive actions. It outlines the objectives, scope, roles and responsibilities, entry criteria, and procedures for addressing non-conformities identified during internal or external audits, customer feedback, or other quality issues. The procedures include determining root causes, taking corrective and preventive actions, verifying their effectiveness, and documenting the results.

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Ali Kaya
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234 views4 pages

QSP 04 Non Conformance Corrective and Preventive Action

This document describes Right Horizons' quality management system for non-conformances, corrective actions, and preventive actions. It outlines the objectives, scope, roles and responsibilities, entry criteria, and procedures for addressing non-conformities identified during internal or external audits, customer feedback, or other quality issues. The procedures include determining root causes, taking corrective and preventive actions, verifying their effectiveness, and documenting the results.

Uploaded by

Ali Kaya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Quality Management System

QSP04, REVISION 0 Jul 02, 2012

Right Horizons

Quality Management System

Document Title : Non conformance, Corrective and Preventive Actions


Document ID : QSP 04
Document Version : 0

Revision Control

Rev No Modifications Date Author Approved By


0 First released Version 2nd Jul 2012 Rachna Rego Anil Rego

Document Distribution List

Copy # Name
Master Management
Copy Representative
1. Certification Body

Document Definition:
Hard copy of this document is for reference purpose only. Please refer to the controlled
softcopy in the in the PIS - Knowledge management - Quality Document

RIGHT HORIZONS PROPRIETARY AND CONFIDENTIAL Page 1 of 4


Quality Management System

QSP04, REVISION 0 Jul 02, 2012

1. OBJECTIVE
The purpose of this procedure is to ensure that effective corrective / preventive actions are
taken at the appropriate time in order to eliminate the cause of non-conformities in order to
prevent recurrence in the process and system.

2. SCOPE

This is applicable to all non-conformities identified during any stage of the processes and also
problems encountered during implementation of Quality management system and for any
feedback/complaint from the customer.

3. ROLES & RESPONSIBILITIES

Role Responsibilities

Management  Review and approve this procedure


 The concerned Team Leaders/Process Owner are responsible for
reviewing, determining the cause of non conformities and for
implementing and follow up of Corrective actions.
 The management is responsible for reviewing the corrective action
determined by the Team Leader/Department Head, before
implementing the same.

4. ENTRY CRITERIA

 Analysis based on the performance of Quality Objectives


 Service and Process non-conformities
 Customer feedback/Client Satisfaction Survey
 External and internal audit findings

5. Procedure
Corrective actions are initiated by concerned team leaders of recurring nature or with
high potential of recurrence based upon the feedback from the following data:
1. Internal Audit
2. Customer feedback/Client Satisfaction Survey /Customer complaint

RIGHT HORIZONS PROPRIETARY AND CONFIDENTIAL Page 2 of 4


Quality Management System

QSP04, REVISION 0 Jul 02, 2012

3. Service/Process non-conformities
a. The Issues and Queries of Customers are handled as per the procedure for End to
End Process Flow chart.
b. The concerned team leader/ Process Owner collect the data related to non-
conformities from the above and address the same in custom build application,
Nonconformance classify the non-conformities of repeated nature.
c. Based on this, Process Owner determines the root cause of the non-conformity and
the action required to prevent the conformity of recurring nature.
d. Before implementation, the concerned Heads shall review the corrective action
initiated by the team leader.
e. The concerned department head/Director is also responsible for the implementation of
the agreed corrective action that ensure effective implementation.
f. The investigation of the non-conformity and the implementation of the corrective action
is prioritized based on the magnitude of the non-conformity and its long-term
implications.
g. The results of agreed corrective actions are recorded in the Issue List
h. The effectiveness of the corrective action implemented is discussed during the
management review.

Customer Feedback
The customer feedback is received by the process owners and is directed to the team
leaders for analysis. Status of the complaint is monitored through mail
communications, after the detailed analysis on the same, the concerned process
owner and director reviews the corrective action required for the same, before
implementation.

Internal Audit
The nonconformities raised during internal audit are analyzed and corrective action is
initiated to avoid recurrence of the same. The steps involved in handling the
conformities during internal audit are defined in the Procedure for Internal Audit.

Corrective Action
RH will take action to eliminate the cause of non-conformities in order to prevent
recurrence. Corrective action will be appropriate to the effects of the non-conformities
encountered during reviews or internal/external audits. Corrective actions are taken by
 Identifying the root causes for non-conformities
 Taking corrective actions

RIGHT HORIZONS PROPRIETARY AND CONFIDENTIAL Page 3 of 4


Quality Management System

QSP04, REVISION 0 Jul 02, 2012

 Checking the effectiveness of actions through evidence

Preventive Action
RH will determine actions to eliminate potential non-conformities in order to prevent their
occurrence. Preventive actions will be appropriate to the effects of the potential
problems and will be taken by
 Identifying causes for potential non-conformities
 Evaluating the need for action for preventing occurrence of non-conformance
 Checking the effectiveness of actions through evidence

6. REFERENCE

Sl No Description of Record/ Doucment Sl No Description of Record /Document


01 End to End Process Flow chart 02 Emails / MIS Reports
03 Corrective / Preventive Action reports

7. STANDARDS COMPLIANCE

Standard/ Model Clause No. & Name Control Description


ISO 9001:2008 8.3, 8.5.2,8.5.3 Non Conformance , Corrective &
Preventive action

RIGHT HORIZONS PROPRIETARY AND CONFIDENTIAL Page 4 of 4

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