SECTION 14 CORRECTIVE AND PREVENTIVE ACTION
The company recognizes that diligent and effective implementation of this corrective action policy is crucial to the success of the quality system.
GENERAL POLICY
Causes of product and quality system nonconformities are investigated and corrective actions are implemented to prevent their recurrence. Processes, work operations, quality records, service reports, and customer complaints are analyzed to detect any sources of potential quality problems, and preventive actions are implemented before the problems develop. Controls are applied to ensure that corrective and preventive actions are implemented and that they are effective.
PROCEDURAL POLICIES
1. Initiation of Corrective and Preventive Actions
1.1 Anyone in the company may propose initiation of corrective and preventive actions, but only the President or designated authority and the QA manager can authorize and request their implementation.
1.2 Corrective and preventive actions may be initiated as the result of
- Identification of product nonconformity,
- Problems with a process or operation,
- Noncompliances observed during audits,
- Customer complaints,
- Nonconforming deliveries from suppliers or subcontractors, and
- Other occurrences of noncomplying conditions.
1.3 Procedure G9018, Corrective and Preventive Action, provides a complete list of the relevant noncomplying conditions, and describes in detail the rules that apply to initiating a corrective or preventive action.
2. Follow Up
2.1 Every corrective and preventive action is followed up by the President or designated authority and the QA manager to determine if the action has been implemented and if it is effective.
3. Customer Complaints
3.1 The Sales & Marketing department also function as Customer Service and share responsibility for receiving and processing customer complaints. General Process Specification G9019, Customer Complaints, provides detailed instructions.
3.2 All received customer complains are recorded in the Customer Response Database.
3.3 Every received complaint is evaluated and, when relevant, is communicated to the functions concerned. Quality Assurance and/or Customer Service decide how to respond to the complaining customer and, when appropriate, request corrective actions to be implemented within the organization.
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