This procedure is to ensure any non-conforming situations identified internally / externally that affect the quality of service delivered by the XXX are corrected or appropriate corrective actions are initiated, recorded, reported, implemented & the effectiveness of the action taken is verified.
Management Representative has overall responsibility for the effective implementation of this procedure. Non-compliance or non-fulfillment of any of the QMS requirements is considered as a non-conformance and management responsible for the process is expected to record such non-conformances using the “Correction / Corrective Action request form” with the approval of the XXX Department Manager.
3. REFERENCE DOCUMENTS
3.1 XXX Quality Manual,
3.2 Procedure for Internal QMS Audit
4. TERMS & DEFINITIONS
NC- Non-conformance – Non-fulfilment of a requirement
CA-Corrective Action- Action to eliminate the cause of detected non-conformity
C- Correction- Action to eliminate a detected non-conformity
5. RESPONSIBILITY AND AUTHORITY
Management Representative has overall responsibility for the effective implementation of this procedure. Non-compliance or non-fulfillment of any of the QMS requirements is considered as a non-conformance and management responsible for the process is expected to record such non-conformances using the “Correction / Corrective Action request form” with the approval of the NGT Department Manager.
6. DETAILS OF PROCEDURE
6.1.Possible Input Sources for Corrective Actions
6.1.1 Non-conformities/non-compliances observed during Sales or operations and any other non-fulfillment of the requirement in the XXX business process during the day-to-day operations.
6.1.2 Complaints & feedback from customers
6.1.3 Internal / external audits
6.1.4 Any corrective action request for observations regarding a deviation found in the XXX Quality management system.
6.2 Issuing a Correction, Corrective Action Request
6.2.1 A process owner who identifies nonconformity or a deficiency in the management system must record it in the corrective action report form (QMS F 023) CORRECTIVE ACTION REPORT shall be used to fill the findings and submit them to the Management Representative.
6.2.2 Whoever originates a request shall ensure appropriate immediate corrections are taken if the observations cause a direct impact on the process of customer satisfaction. No Corrective action request shall be processed unless appropriate corrections are ensured. If no Corrective Action required, the same shall be recorded in the form.
6.2.3 Review / complete the received Correction / Corrective Action request and approve its requirement / adequacy. Definition of the problem / finding reported shall be genuine and worth proceeding with the Corrective Action process.
6.2.4 Allocate a continuous Serial Number affixed with the year for each request and record the same in the Corrective Action Tracking sheet, which will be used for updating the progress of Root cause, Recommended action, Action was taken & effectiveness.
6.2.5 If the problem/finding reported is serious in nature, an investigation shall be initiated with all involved parties to identify what caused the problem and root cause (s) are properly described in the Corrective Action Request with the most appropriate recommended action.
6.2.6 Completed request is submitted to Department Manager for Approval
6.2.7 Verify the action taken is effective by means of auditing, reviewing sample records in the future
6.2.8 Update the Corrective Action Tracking sheet and sign-off the corrective action request raised.
6.2.9 In case of customer complaints received, the customer complaint form shall be used to fill the complaints and attached with the Correction / Corrective Action request form.
7. RETAINED DOCUMENTED INFORMATION
7.1 Non-Conformance Report(QMS F 022)
7.2 Corrective Action Report(QMS F 023)
7.3 Corrective Action Tracker(QMS F 024)
7.4 Customer complaints (QMS F 025)