The Corrective Action Request Process

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Corrective Action Request (CAR) Process.
A change request may be inquired by an employee as a result of customer finding, internal finding or supplier issues. Corrective Action Requests are normally determined during quality assurance auditing where Quality assurance project manager decides the criteria for reviewing and communicating non conformance and when the corrective action is required, (Romero & Putz, 2018). Request for corrective action from the employee can stem from non-conformance reported by the client, or from employee's direct observation when a significant problem threatens the production schedule. The significance of CAR is to inspect the problem which already occurred and requires root cause analysis and resolution to prevent its recurrence.

The process starts with the supplier forming a cross-functional root cause and corrective action team where the team size vary based on the nonconformance activity being performed relative to root cause corrective action process. The process of correction action request is as follows:

  • Initiation of the corrective action request: The CAR can be generated as a result of internal audit process or management review process where the details regarding the issue are recorded on the corrective /preventive action request form. The quality assurance project manager determines time frame requirements related to the steps of the process relative to the severity of encountered non-conformance.
  • Investigating a request for corrective action: Causes of conformance are determined by the investigator who designs the implementation plan to resolve the same issue. The investigator is accountable for finding the root cause and determining the short term containment and required corrective actions.
  • Implementing corrective actions: An individual is assigned to implement the required actions. The person is responsible for overseeing the implementation of actions to be taken and the summary of actions is documented in CAR form.
  • Verifying a corrective action: The quality assurance manager assigns a schedule to follow up where the responsible person records the results of actions taken to determine their effectiveness. In case the actions become ineffective, the new corrective action request may be issued, otherwise, the request is forwarded to a quality assurance project manager for closure.
  • Closing corrective action requests and periodic review of data: The CAR is closed upon final review. The records of previously issued CARs are periodically reviewed in order to summarize any trends and implement further action as required. Guidelines and Instructions for Documenting Nonconformity for Corrective Action Request (CAR).
  • Clearly stating the weakness and problem: The adverse event is clearly defined and proper assessment of events carried out to understand conditions that lead to a problem. The mitigation procedures to be applied are then stated.
  • List the accountable individuals for the results of corrective actions: The responsible individuals should be listed, trained on how to carry out their expected duties, and how to report the issues. Create simple solutions to address the root cause: Define the regulatory requirements and resources which can be used to reduce or eliminate the root causes. Set achievable deadlines: Determine a reasonable time frame for implementing the corrective actions on the system.

Each CAR should be understandable by the client and management staff and should contain sufficient and concise information to verify the nonconformity identified during the edit. When the client’s procedural requirements are not satisfied, those requirements should be identified and recorded.

In conclusion, the appropriate Corrective Action Request should be conducted in a systematic approach in order to identify the real root cause essential for the improvement of the quality management system. Effective containment and corrective actions corresponding to the identified root cause should be provided.

Reference

  • Ershadi, M. J., Aiasi, R., & Kazemi, S. (2018). Root cause analysis in quality problem solving of research information systems: a case study. International Journal of Productivity and Quality Management, 24(2), 284-299.
  • Sawant, M. A., Yadav, O. P., & Rokke, C. (2018). A practical quality management system implementation framework for small-sized companies. International Journal of Intelligent Enterprise, 5(1-2), 173-193.
  • Romero, C., & Putz, F. E. (2018). Analysis of corrective action requests from Forest Stewardship Council audits of natural forest management in Indonesia. Forest Policy and Economics, 96, 28-37.

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