Documented Procedures: Corrective and Preventative Action

September 2018

Implementation of corrective and preventative action controls may arise through:

1. Customer complaint
2. Non-conformance
3. Internal Quality Audit
4. Management Review meetings
5. Staff meetings

Whenever an issue is raised that needs corrective or preventative action, the Actions form must be completed (shown in Works Instructions 7.5).

The forms are reviewed at monthly staff meetings and the Management Review, to ensure timely completion of the actions required. If the action is not considered effective, then an Actions Arising document should be completed.

Customer Complaints Procedure

Customer complaints could be received by any one of a number of people, including:

1. System Support Engineer
2. Sales Staff
3. A Director

An Action Form is completed for each customer complaint (WK7.5).

Complaints are recorded on the Customer Support Record (reproduced in Work Instructions 7.5). This form is used for all post sales communication with customers which are categorised as Enquires, Rectifiable Faults or Complaints. The appropriate box on the form is ticked.

Problems which require specialist handling are passed to the appropriate person with a copy being filed in the General Office.

Non-Conformance

All non-conformance reports are reviewed at Management Review meetings. Any long term corrective or preventative action proposed at Management Review meetings is documented on the non-conformance report which is passed to the Quality Manager.

If urgent corrective action is required, which cannot wait until the next meeting, such action is put into effect by the Quality Manager. The Quality Manager is responsible for monitoring the corrective or preventative action. Long term action is raised at the Review meeting. The Quality Manager reports on the progress achieved and whether in her opinion the action has resolved the problem. See also Control of Non-Conforming Product.

Delivery Dates

Delivery dates are recorded on the Order Acknowledgement and the Configuration Sheet. Notes of any issues with orders, including delivery dates and any corrective action taken, are made in the Order Book by the Office Manager. These are explored in the Management Review Meeting and preventative action is discussed. Any late deliveries are counted and recorded.

Internal Quality Audit

An internal quality audit is carried out four times a year. For full details see the Internal Audit page.

Management Review Meetings

Quality Control will initiate Management Review meetings involving the appropriate management personnel. Recent audits, customer complaints and incidents of non-conformance are all discussed, together with the corrective and preventative actions taken. Wider external risks are also considered and addressed. Minutes of the Management Review Meeting are kept.

Back to Documented Procedures

Clause 9.1.2, 10.2.1, 10.2.2