We all try to do the best work that we can, however, there are times when things go wrong and problems arise. These things can be in or out of control and result in work that is less than it could be. That is why we take corrective action — to address any problems, deficiencies, or nonconformities that come up from time to time. In this course, we discuss how collaborative problem-solving can lead us to the root causes of problems, deficiencies, or nonconformities so that we, with our team, can use a corrective action process to correct the problem and verify the success of our actions. After you complete this course, you will be able to: Outline the corrective action process Compare and contrast nonconformances, correction, corrective action and preventive action Integrate preventive action into a corrective action process Identify problems through customer complaints and audits Use risk assessment to assess the significance of problems Apply various tools (brainstorming, brainwriting, fishbone diagrams) to identify possible underlying factors of a problem Understand the fundamentals of other tools (Pareto Analysis, FMEA, Control Charts) to identify possible underlying factors of a problem Use The Five Whys to identify the root cause of a problem Understand the importance of verifying the root cause Employ collaborative decision-making to apply the appropriate action to eliminate the root cause of a problem Use SMART Objectives to make corrective action verifiable Verify the effectiveness of corrective actions taken Course Topics: Session One: Course Overview Learning Objectives Session Two: Problem-Solving Model Corrective Action Model Session Three: Preventative Action Definitions Preventive Action Plan Preventive Action Plan Identifying Potential Nonconformances Examples of Preventive Actions Session Four: Corrective and Preventive Action Plan CAPA Plan CAPA Plan CAPA Form Example Session Five: Identify a Problem Through Customer Complaints Customer Complaints/Feedback Customer Complaints Complaint Investigation Complaint Resolution: Customer Complaint Role Play Session Six: Identify a Problem Through Internal Audits Nonconformances Sources for Discovering Nonconformances Basics of an Internal Audit Identifying, Collecting, and Preserving Evidence Questioning Exercise Developing an Audit Checklist Observational Classroom Audit Checklist Audit Checklist Exercise One Audit Checklist Exercise Two Session Seven: Assess the Significance of the Problem Risk Assessment Significance Rating Session Eight: Identify the Root Cause Root Cause Analysis Root Cause Analysis Tools to Identify Possible Underlying Factors Brainstorming Limitations of Brainstorming Brainwriting Fishbone Diagrams Finding Potential Causes of Nonconformances Other Tools to Identify Possible Underlying Factors Identify the Root Cause(s) Finding Root Cause of Nonconformances using ‘The Five Whys’ Reasons for Incorrect Root Cause Determination Verify the Root Cause Session Nine: Determine and Apply the Appropriate Action Collaborative Decision-Making Collaborative Decision-Making Exercise Making your Corrective Action Verifiable SMART Objectives SMART Objectives for Corrective Action Implement Corrective Actions Session Ten: Verify the Effectiveness of the Actions Taken Verification Verification SMART Objectives for Corrective Action SMART Objectives for Corrective Action with Verification Activities Why Do Some Recent ISO Standards not Include Preventive Action?
