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Lord Consulting - Quality Assurance Manual

Section 14 - Corrective and Preventative Action

SCOPE

This section of the Quality Assurance Manual details procedures for Corrective and Preventive Action. These procedures address the effective implementation of Corrective or Preventive Action necessary for either the improvement of the Quality System or operational failures identified by staff, internal or external audits and/or client complaints.

Lord Consulting's Quality Manager has the responsibility and authority to ensure that all Corrective and Preventive Action Requests are not only processed, but that the resultant Quality Improvement is verified as implemented and effective.

CONTENTS

14.01 Corrective Action Requests for Non Conformance
14.02 Preventative Action Requests for Preventive Action/Improvements to the Quality System


14.01 Corrective Action Requests for Non Conformance

SCOPE

This procedure ensures that all identified non conformances are investigated to determine the root cause and effective action implemented to prevent further recurrence.

14.01.01

Corrective Action Requests can be raised by anyone on recognition of a non conformance. Corrective Action is taken to a degree appropriate to the magnitude of the problem. The suggested action, as a minimum, saves cost, time and/or reputation.

14.01.02

On detection of a non conformance, the originator completes the relevant details on a Corrective Action Request Form. The form is available in a hard copy format and is also clearly available on the Lord Consulting web-based quality system for completion on-line.

14.01.03

The originator delivers the Corrective Action Request to the Quality Manager. In the case of the web-based form, the completed form is dispatched immediately via email directly to the Quality Manager and an acknowledgment email is automatically returned to the originator. Upon receipt by the Quality Manager, the next sequential Corrective Action Request Form number is allocated, entered on the request and the details of the request entered into the Corrective Action Request Log.

14.01.04

The numbered Corrective Action Request is photocopied and the photocopy place in the Corrective Action Request Pending File.

14.01.05

The Quality Manager may consult with the Managing Director, General Manager, and/or respective Department/Product Managers before identifying the root cause of the problem.

14.01.06

The Quality Manager or his nominated staff member then investigates the non conformance, determines and implements the necessary action.

14.01.07

When the request action has been completed the Corrective Action Request Form is returned to the Quality Manager, who verifies that the proposed action has been effectively implemented.

14.01.08

On verification of effective implementation, the Quality Manager signs and dates the Corrective Action Request Form and places it into the Corrective Action Request Completed File. The photocopy of the Corrective Action Request is removed from the Pending File and destroyed. The Corrective Action Request Log is updated accordingly.

14.01.09

There may be instances where Corrective Action Requests cannot be satisfactorily concluded. In these cases the Managing Director and the Quality Manager co-sign a statement, on the Corrective Action Request Form, that it is unable to be resolved. The Corrective Action Request Log is updated accordingly.

14.01.10

The originator is informed, by the Quality Manager, of the outcome of his request.

14.01.11

The Quality Manager reviews the Corrective Action Request Log on a regular basis to ensure that Corrective Action Requests are executed, within a suitable time frame, are effective and are documented.


14.02 Preventative Action Requests for Preventive Action/Improvements to the Quality System

SCOPE

This procedure ensures that all suggested preventive actions/improvements to the Quality System are investigated to determine their relevance and/or suitability.

14.02.01

The constant review (Management Review Meetings, Internal Audit Findings, Raising of Corrective Actions and Staff Assessments) of the Lord Consulting Quality System ensures that any potential non conformances are identified and addressed with a Corrective Action Request. A recommendation for preventive action can be raised, by any staff member, to eliminate potential causes of a non conformance.

14.02.02

Preventative Action Requests can also be raised, by any staff member, to suggest an improvement to the Quality System. The improvement would, as a minimum, save cost, time and/or reputation.

14.02.03

The originator completes the relevant details on a Preventative Action Request Form. The form is available in a hard copy format and is also clearly available on the Lord Consulting web-based quality system for completion on-line. and;

14.02.04

The originator delivers the Preventative Action Request to the Quality Manager. In the case of the web-based form, the completed form is dispatched immediately via email directly to the Quality Manager and an acknowledgment email is automatically returned to the originator. Upon receipt by the Quality Manager, the next sequential Preventative Action Request Form number is allocated, entered on the request and the details of the request entered into the Preventative Action Request Log.

14.02.05

The numbered Preventative Action Request is photocopied and the photocopy place in the Preventative Action Request Pending File.

14.02.06

The Quality Manager, in consultation with the Managing Director, will evaluate the suggestion and implement the appropriate action. This action may result in the writing of new procedures and/or the amendment of existing procedures.

14.02.07

On verification of effective implementation, the Quality Manager signs and dates the Preventative Action Request Form and places it into the Preventative Action Request Completed File. The photocopy of the Preventative Action Request is removed from the Preventative Action Request Pending File and destroyed. The Preventative Action Request Log is updated accordingly.

14.02.08

There may be instances where Preventative Action Requests cannot be satisfactorily concluded. In these cases the Managing Director and the Quality Manager co-sign a statement, on the Preventative Action Request Form, that it is unable to be resolved. The Preventative Action Request Log is updated accordingly.

14.02.09

The originator is informed, by the Quality Manager, of the outcome of the request.

14.02.10

The Quality Manager reviews the Preventative Action Request Log on a regular basis to ensure that Preventative Action Requests are executed, within a suitable time frame, are effective and are documented.

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