Problem-Solving Technique: Step 4- Corrective Action Implementation

“Every problem has in it the seeds of its own solution. If you don’t have any problems, you don’t get any seeds" – Norman Vincent Peale

Introduction

We apply "corrective action thinking" in our everyday lives but do not formally consider it in that way. A good example is when we find traffic on a daily commute, we find an alternative route after experiencing a delay on the first journey. What we have done is identify a problem and find a solution that meets our needs.

The difference in an organization is that the problem does not just affect one individual. The consequences of not addressing the issue may be much more significant and more costly to the organization, hence having a formal process. The Correction Action Plan’s output is an action plan that sets out the problem, the root cause, and the resolution.

Objective

A corrective action plan outlines a set of steps for addressing issues and gaps in business operations and processes that could negatively impact the business. It describes the approach for resolving an issue that interferes with reaching company goals. The corrective action plan should be S.M.A.R.T. (Specific, Measurable, Attainable, Relevant, Timebound) and include timeframes, costs, and responsible personnel.

In the problem-solving technique (like the 8D Model), one of the most pertinent steps is to take appropriate corrective action.

Definitions (ISO 9000: 2015):

Complaint (clause 3.9.3): Expression of dissatisfaction made to an organization related to its product or service or the complaints handling process itself where a response or resolution is explicitly or implicitly expected.

Complainant (clause 3.1; ISO 10001: 2018): Person, organization or their representative making a complaint.

Corrective Action (Cl 3.12.2): Action to eliminate the cause of nonconformity and to prevent reoccurrence.

Correction (Cl 3.12.3): Action to eliminate a detected nonconformity

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Detailed Information:

The following are the 7 key steps for problem-solving.

1.       Define the Problem

2.      Correction, Containment, Interim Action

3.      Root Cause Analysis: 3 Layered 5 Why Analysis (3L5Y), Ishikawa Diagram, PDCA

4.      Implementation of Corrective Action 

5.      Effectiveness Evaluation

6.      Horizontal Deployment

7.      Documentation, Lesson Learned and Promotion of Awareness

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Purpose of Correction Action:

• To prevent recurrence
• Streamline workflow
• Identify cost-effective routes to correct errors
• Improve processes or methods
• Increase effectiveness and efficiency
• Control or eliminate deficient practices
• Shall be appropriate to the effects of the nonconformities encountered

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Steps for Correction Action Implementation:

-         Risk assessment

-         Corrective action for each root cause (Occurrence, Detection, Systemic)

-         Simulation study

-         Feasible and within the time

-         Establishing responsibilities

-         Timeframe for implementation

-         Quantity involved

-         Documents to be updated

-         Required training

-         Customer approval, where needed

-         Identification and traceability in the supply chain

-         Effective communication with all the relevant stakeholders

-         Use of customer-prescribed formats and methodology

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Example:

Corrective Action on Occurrence:

Corrective Action on Detection:

Corrective Action on Systemic Failure:

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Industry Challenges:

• How often are organizations aware that corrective action needs to be taken on the root cause of the Occurrence, Detection and Systemic Failures?
• How many organizations believe in the concept of Corrective Action and not in the correction?
• How often is the corrective action based on the root cause, not the symptoms?

References:

IATF 16949: 2016

ISO 9001: 2015

ISO 9000: 2015

OEM Supplier Manual

CQI 20: Aug 2018, 2nd Edition (Effective Problem-Solving Guide)

Industry Experts