Chapter 2- Solve Problem Related to Work Activities (PRW)

Week 5

Objectives:

1. Demonstrate an understanding of the principles and concepts in solving problems in the

workplace, including the application of problem solving techniques and in resolving the
root cause of problems.
2. Independently solve problems in the workplace, including the application of problem
solving techniques.
3. Identify the problem/s.
4. Determine fundamental causes of the problem
5. Determine corrective action
6. Provide recommendations.

Chapter 2: Lesson 3 – Determine Corrective action

What is corrective action?

 It is an aspect of quality management that aims to rectify a task, process, product, or

even a person’s behaviour when any of these factors produce errors or have deviated
from an intended plan.
 It can be thought of as improvements to an organization to eliminate undesirable effects.
It can apply to an entire project when the deliverables, whether tangible or service,
deviate from the required output.
 In HR for higher education institutions in particular, corrective action also applies to
individual employees and functions to communicate to the individual what aspects of
attendance, unacceptable behaviour, or performance require improvement.
 It includes clear identification of a problem and thorough documentation of the resources
and steps required to mitigate the immediate symptoms. Its primary goal, though, is to
find and solve the root cause of the problem
 It consists of improvements to an organization's processes taken to eliminate causes of
non-conformities or other undesirable situations. It is usually a set of actions that laws or
regulations require an organization to take in manufacturing, documentation,
procedures, or systems to rectify and eliminate recurring non-conformance.

7 Key Steps to Plan and Implement an Effective Corrective Action System

Step 1: Understand System Requirements (Plan)

 Seeking understanding before action is the first step in creating an effective corrective
action system. While quality standards spell out the various requirements, it may take
some due diligence to understand exactly what needs to be done.

 Documentation needs and corrective action procedural requirements must be accurately

assessed in order to minimize implementation missteps.
Step 2: Plan the Process (Plan)

 Planning is the design phase where decisions are made regarding the framework and
mechanics of a corrective action system, including how to integrate the system into
current operations.

 Planning should also address personnel duties for the corrective action process. More
specifically, procedures and conduits must be planned for completion of the following
key tasks:

o Evaluating and assessing non-conformance triggers (customer complaints, audit

findings, process parameters, etc.)
o Identifying legitimate non-conformances and related issues
o Capturing and entering issues into the corrective action process
o Investigating and getting to the root cause of an issue
o Determining and implementing solutions
o Reviewing, checking, and verifying the effectiveness of a problem resolution
o Using risk management protocols to ensure major non-conformances are top
priority
o Establishing personnel responsibilities at various stages of the corrective action
process

Step 3: Develop and Document (Do)

 In this development stage, a cohesive corrective action system is created according to a

well-developed plan. Teams are formed and given the authority and responsibility to fully
develop the program.

 Team duties include making sure the corrective action system is structured properly and
is functional and compatible with existing quality management elements that provide
non-conformance alerts.

 Activities at this stage also include formal documentation of policies, procedures, and
responsibilities for system caretakers and users.

Step 4: Conduct Training (Do)

 Implementing any new system can significantly upset the norm, creating anxiety for
those affected by the change. For something as big as a corrective action system that
reaches across business operations, changes in management demand adequate
training.

 Training should involve interactive learning events that tie directly to job duties and
should include hands-on practice, with on-the-job learning sessions, tabletop
simulations, case studies, or a mix of all three.

 If the plan is to use an electronic system to capture nonconformances, for example, then
training must cover how the system works, explain access details, and describe
pertinent data fields. Plus, personnel must be able to practice data entry using several
different corrective action scenarios.
  Effective training lays out the process from start to finish so that personnel gains the
understanding, skills, and knowledge needed to carry out corrective action tasks
accurately and with confidence.

Step 5: Implement (Do)

 After training, implementation of the corrective action system should take place as soon
as possible to lessen the gap between training and actual use of new skills and
knowledge.

 In this step, corrective action procedures go live, and system mechanisms are fully
operational. Instructions and methods are in place for designated personnel to
thoroughly manage corrective actions.

Step 6: Test the System (Check)

 After several corrective actions travel full circle, the next feat is to check that the system
performed as intended. The goal is to verify functionality and use. The check can
happen by auditing a sampling of corrective actions from system input to investigation,
resolution, and closure.

 Audit findings may contribute to future corrective actions and changes. Where changes
are made, it is important to notify and train affected personnel.

Step 7: Adjust and Improve (Act)

 In a perfect world, everything goes according to plan. In the real world, glitches are
likely. For this step, adjustments are made to improve the corrective action process.

 Actions are taken to fine-tune the system to the point that non-conformances are reliably
detected, evaluated, and resolved. The goal is to make corrective action management a
consistent and effective process through continuous improvement.

 A proper corrective action system detects and resolves non-conformances. By including

the Plan-Do-Check-Act cycle in implementation efforts, launching a successful corrective
action system is well within reach.

5 steps on how to implement corrective actions

1. Determine if the situation calls for corrective action.

 Not every issue warrants a corrective action. The purpose of issuing a corrective
action plan is to identify and resolve problems that are systemic, something that
endangers a company’s QMS.Quality managers and their teams can choose an
appropriate risk analysis technique to determine the severity of a non-conformity
and decide if a corrective action is needed

2. Conduct root-cause analysis (if applicable).

 Root-cause analysis (RCA) is a methodical approach in analysing a problem and
identifying the root causes to solve counterproductive issues or events. It is
 based on the belief that issues are best solved by eliminating the root cause/s, as
opposed to merely addressing the apparent symptom

3. Work on the corrective action plan as a team.

 Identifying the root causes and their effect can help formulate the most
appropriate corrective action/s. In a corrective action plan, there are two key
actions: a “correction” recommendation to immediately eliminate the detected
non-conformity and the “corrective action” itself.

4. Communicate and implement the corrective action.

 Enhance leadership involvement and encourage them to communicate the
change and the rationale behind it. Notify key people via the QMS software about
their assigned tasks. Provide a communication channel where anyone can give
regular feedback while the corrective action is being implemented. These all
factor in and determine the success of a corrective action plan’s implementation.

5. Conduct follow-ups to ensure effectiveness of corrective action.

 IS0 9001:2015 requires organizations to review the effectiveness of corrective
actions and update risk levels and possible opportunities. After the
implementation, the process owners and quality team should wait a suitable
amount of time and conduct follow-up reviews.

Wh
1.atWhat
I step do you think will give you a great impact to your decision?
2. Would you consider doing the same steps on how to implement corrective
hav actions?
3. Would you think these steps will help you and your organization improve?
4. eCan you explain what you have learned from this discussion?

lear
ned
Essay. Explain the given word base on what you have learned and your own
understanding on our previous discussion.
?
1. Conduct Training
2. Work on the corrective action plan as a team.

3. Communicate and implement the corrective action.

4. Determine if the situation calls for corrective action.

5. Adjust and Improve (Act)