Date post: | 05-Jul-2018 |
Category: |
Documents |
Upload: | bo-cong-anh |
View: | 215 times |
Download: | 0 times |
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 1/34
Non-conformance Reporting
Jim Kirk FCQI CQP
Quality Manager
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 2/34
2
Annex 24
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 3/34
HA NetworkMap
3
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 4/34
HA Area 4 Map
4
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 5/34
What is an NCR?
5
What isn’t an NCR?
•
Trivia• A tool to “get your owna!k"
• #ome o$y%& o'inion a& to&omet(ing going wrong w(enit i& not a!tually a
re)uirement
• A re'ort i&&ue$ w(en a 'ro$u!t* 'ro!e&&or 'ro!e$ure $oe& not !om'ly wit( t(e&et &tan$ar$& +or a 'ro$u!t* 'ro!e&& or'ro!e$ure un$er in&'e!tion• An ,C- i& any &igni.!ant $e.!ien!y• A mean& o+ tra!king a!tion&• A tool to 'ut rig(t t(ing& t(at are goingwrong•
A mean& o+ &to''ing re'eate$ error&• ,C-%& are u&e$ to re!or$ .n$ing& +rominternal an$ e/ternal au$it& t(at re)uirea$$re&&ing• ,C-%& are u&ually rai&e$ +rom wit(in a'ro!e&& team relating to t(eir in'ut&re!eive$ a& out'ut&• A!!umulating $ata +rom a!ro&& t(eorgani&ation an$ re'orting in a !on&i&tentway will ena le you to i$enti+y non0!on+orman!e tren$& e+ore t(ey &eriou&lya1e!t t(e u&ine&&
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 6/34
6
There is aroce!"re
#or Non-conformance$Area 4 Area 4 o!ument Centre Pro!e$ure o!ument&
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 7/34
%n-&ine NCR '(stem
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 8/34
Raising NCR’s
Cop( from one of these
6 Co'y +rom t(e 'ro!e&&*'ro!e$ure* +orm* tem'lateor ot(er $o!ument* t(ein&tru!tion a& to w(atnee$& to e $one
2 #tate w(at i& wrong an$(ow it $oe&n%t mat!( w(ati& re)uire$
3 I+ you !annot .n$ t(ewritten re)uirement* a&kyour&el+ i+ t(i& i& really anon0!on+orman!e7
F o r m
P r o ! e & &
T e m ' l a t e
8 t ( e r
4 o ! u m e n
t
9 u i $ a n ! e
A!tivity:
To the Acti)it( *ox on the NCR form
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 9/34
arts 2 +,
;
Fi/ t(e
'ro lem• Com'lete t(e+orm !orre!tly• #ign t(e +orm• -e0$raw t(e A&0
uilt•
Clo&e t(e&!(eme• Provi$e t(emi&&ing $o!ument
A&k t(e 5 w(y)ue&tion&• <(y $i$n%t (e $o it7• <(y $i$n%t (e know(e wa& &u''o&e$ to
$o it• <(y wa&n%t (etraine$• <(y wa&n%t t(ere)uirement &'e!i.e$• <(y wa&n%t t(ere
enoug( re&our!e to$o t(e work
=nter t(e root !au&e a+ter an&wering all t(e&e )ue&tion&
>aving worke$ out t(e root !au&e* t(e a!tion to 'revent re!urren!e i& o vio
=nter a reali&ti! $ate
=nter a reali&ti! $ate
e!i$e w(o t(e !orre!t 'er&on i& an$ speak to him her
e!i$e w(o t(e !orre!t 'er&on i& an$ speak to him her
N./. 0"a&it( Managementoints awar!e! if the working
!a( 1 !ea!&ine misse! - from
N./. The Action %wner sho"&!ha)e !isc"sse! with theactionee *efore appro)a&. t is
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 10/34
/' N '% 566782669
-e!or$& o+ t(e au$it& an$ t(eir re&ult& &(all e maintaine$?&ee 4 2 4@
T(e management re&'on&i le +or t(e area eing au$ite$ &(allen&ure t(at any ne!e&&ary !orre!tion& an$ !orre!tivea!tion& are taken wit(out un$ue $elay to eliminate$ete!te$ non!on+ormitie& an$ t(eir !au&e&
6
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 11/34
/' N '% 566782669
9.:.2 Correcti)e action T(e organiBation &(all take a!tion to eliminate t(e !au&e& o+ non!on+ormitie&
in or$er to 'revent re!urren!e
Corre!tive a!tion& &(all e a''ro'riate to t(e e1e!t& o+ t(e non!on+ormitie&en!ountere$
A $o!umente$ 'ro!e$ure &(all e e&ta li&(e$ to $e.ne re)uirement& +ora@ reviewing non!on+ormitie& ?in!lu$ing !u&tomer !om'laint&@*
@ $etermining t(e !au&e& o+ non!on+ormitie&*
!@ evaluating t(e nee$ +or a!tion to en&ure t(at non!on+ormitie& $o not re!ur*
$@ $etermining an$ im'lementing a!tion nee$e$*
e@ re!or$& o+ t(e re&ult& o+ a!tion taken ?&ee 4 2 4@* an$
+@ reviewing t(e e1e!tivene&& o+ t(e !orre!tive a!tion taken
66
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 12/34
/' N '% 566782669
9.:., re)enti)e action T(e organiBation &(all $etermine a!tion to eliminate t(e !au&e& o+
'otential non!on+ormitie& in or$er to 'revent t(eir o!!urren!ePreventive a!tion& &(all e a''ro'riate to t(e e1e!t& o+ t(e 'otential'ro lem&
A $o!umente$ 'ro!e$ure &(all e e&ta li&(e$ to $e.ne re)uirement& +ora@ $etermining 'otential non!on+ormitie& an$ t(eir !au&e&*
@ evaluating t(e nee$ +or a!tion to 'revent o!!urren!e o+non!on+ormitie&*
!@ $etermining an$ im'lementing a!tion nee$e$*
$@ re!or$& o+ re&ult& o+ a!tion taken ?&ee 4 2 4@* an$
e@ reviewing t(e e1e!tivene&& o+ t(e 'reventive a!tion taken
62
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 13/34
There is aroce!"re for
Correcti)e Action$
63
Area 4 Area 4 o!ument Centre Pro!e$ure o!ument&
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 14/34
/en;amin #rank&in<s :-Wh( Ana&(sis
For want o+ a nail a &(oe wa& lo&t*+or want o+ a &(oe a (or&e wa& lo&t*
+or want o+ a (or&e a ri$er wa& lo&t*
+or want o+ a ri$er an army wa& lo&t*
+or want o+ an army a attle wa& lo&t*
+or want o+ a attle t(e war wa& lo&t*
+or want o+ t(e war t(e king$om wa& lo&t*
An! a&& for the want of a &itt&ehorseshoe nai&.
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 15/34
: Wh( 0"estions
6 <(y wa& t(e King$om lo&t7
e!au&e t(e war wa& lo&t2 <(y wa& t(e war lo&t7
e!au&e t(e attle wa& lo&t3 <(y wa& t(e attle lo&t7
e!au&e t(e army wa& lo&t4 <(y wa& t(e army lo&t7
e!au&e t(e ri$er wa& lo&t5 <(y wa& t(e ri$er lo&t7
e!au&e t(e (or&e wa& lo&tD <(y wa& t(e (or&e lo&t7
e!au&e t(e &(oe wa& lo&t<(y wa& t(e &(oe lo&t7
e!au&e t(e nail wa& lo&tE <(y wa& t(e nail o+ t(e &(oe lo&t7
7
65
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 16/34
Notes on Root Ca"se Ana&(sis
i !ultie& in tra!king $own t(e root !au&e&<(ere $o you $raw t(e line7
At t(e Joint Genture7
At t(e Parent Com'any7
At t(e Client7
At t(e -egulator7At t(e ig ang H !reation o+ t(e univer&e7
<(at are t(e &to' rule&7
T(ere are no natural reak0'oint&* only arti.!ially im'o&e$ one&
T(e goal i& to e&ta li&( w(at (a''ene$ an$ (ow to &to' it (a''ening again
T(e logi!al &to' 'oint woul$ &eem to e w(ere manager& mig(t rea&ona ly ee/'e!te$ to e/er!i&e !ontrol
A &a$ &tory will (el' to illu&trate t(i& 'oint
6D
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 17/34
Cherno*(&
A!a$emi!ian Galeri ega&ov wa& t(e 'rin!i'le inve&tigator o+ t(e C(erno ylrea!tor $i&a&ter >e wa& al&o t(e #oviet nion%& !(ie+ &'oke&man at t(einternational !on+eren!e on t(i& a!!i$ent At t(i& meeting ega&ov 'ut t(e
lame +or t(e $i&a&ter &)uarely on t(e error& an$ violation& o+ t(eo'erator& ater (e !on.$e$ to +rien$&* I tol$ t(e trut( at t(e !on+eren!e*
ut not t(e w(ole trut(% Two year& later (e (ange$ (im&el+ a+ter re!or$ing(i& innermo&t +eeling& a out t(e a!!i$ent to a ta'e re!or$er 6
A+ter eing at C(erno yl* I $rew t(e une)uivo!al!on!lu&ion t(at t(e a!!i$ent wa& t(e &ummit o+ all t(ein!orre!t running o+ t(e e!onomy w(i!( (a$ een goingon in our !ountry +or many year& 2
6 Managing t(e -i&k& o+ 8rgani&ational A!!i$ent& H Jame& -ea&on* A&(gate Pu li&(ing I# , ; E060E4 6406 504
2 T(i& )uotation i& taken +rom t(e ega&ov Ta'e&* a tran&!ri't 're'are$ y t(e # e'artment o+ =nergy in 6;EE T(e original materiala''eare$ in Prav$a &(ortly a+ter ega&ov%& $eat(
6
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 18/34
An a&ternati)e metho! of root ca"seana&(sis
6E
What was s"ppose! tohappen?• ========================• ========================• ========================• ========================•
========================• ========================
Wh( was there a!i>erence?• ========================• ========================• ========================• ========================•
========================• ========================
What act"a&&( happene!?an! !i! we get h"rt?@
• LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL• LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL
What ha)e we &earnt?&"s actions
• LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL • LLLLLLLLLLLLLLLLLLLLLLLL
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 19/34
#ish-*one ana&(sis to n! root ca"se
6;
Pro lem
Main Fa!tor 6 Main Fa!tor 2 Main Fa!tor 3
Main Fa!tor 4 Main Fa!tor 5 Main Fa!tor D
Pro a le !au&e 6 2
Pro a le !au&e 6 3Pro a le !au&e 6 6
Pro a le !au&e 2 6
Pro a le !au&e 2 2
Pro a le !au&e 3 6
Pro a le !au&e 3 2
Pro a le !au&e 4 6 Pro a le !au&e 4 2
Pro a le !au&e 5 6Pro a le !au&e 5 2
Pro a le !au&e D 6
Pro a le !au&e D 2n$erlying !au&e 4 6 6 n$erlying !au&e 4 2 6
n$erlying !au&e D 2 6
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 20/34
Worke! examp&e of sh*one ana&(sis
2
=m'loyee& ru$e
to!u&tome
r
Pro!e$ure& Peo'le
=)ui'ment Poli!ie&
=m'loyee&e/'e!te$ to
'er+orm ta&k& t(atre$u!e time &'ent
on !u&tomer
&ervi!e
ow 'ay
=m'loyee& not motivate$
Provi$e )ui!k &ervi!e to !u&tomer&
Cu&tomer i& alway& rig(t
Ina$e)uate training
a!k o+ re!ognition
#u'ervi&ora&&ign&
unreali&ti!workloa$
Managementnot &en&itive to
em'loyee!on!ern&
en$ t(e rule& to &ati&+y !u&tomer
=t!
=t! =t!
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 21/34
Acceptance
26
I will not a!!e't
ina$e)uately!om'lete$ +orm&*mi&&ingin+ormation et!
I+ I t(ink 2 3 arerea&ona ly ok* Iwill 'ut +urt(ergui$eline& in t(e!omment& o/
-eNe!te$ +orm&will return toPart& 2 an$ 3At t(at 'ointt(e name& o+t(e a!tionee&!an e !(ange$i+ nee$e$
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 22/34
C&os"re
22
• T(e Clo&ure mu&t e !om'lete$in +ull• all t(e evi$en!e mu&t eu'loa$e$ to t(e t(ree &e!tion&• In!lu$e (y'erlink& a& a la&tre&ort ?t(ey may move or e$elete$@• >ig(lig(t t(e wor$ +or e/am'leCli!k >ere• Pre&& Ctrl K • Pa&te t(e we a$$re&& into t(e'o'0u' menu
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 23/34
C&os"reAppro)a&
23
• I will not !lo&e out
t(e ,C- i+ t(eevi$en!e i& not'rovi$e$ or t(e a!tionto 'revent re!urren!ei& not a$e)uate
• T(e o!al Pro!e&&8wner i& re)uire$ to&ign o1 t(e ,C- toin$i!ate t(at (e O &(ei& &ati&.e$ t(at t(ea!tion& are &uita le
an$ to un$er&tan$t(at t(e ,C- maynee$ to e in!lu$e$in t(e 'ro!e&& reviewin'ut
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 24/34
#"rther Training A)ai&a*&e - 7
24
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 25/34
#"rther Training A)ai&a*&e - 2
25
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 26/34
An(0"estions?
Comments? %ther
Concerns?
2D
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 27/34
27
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 28/34
2E
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 29/34
2;
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 30/34
3
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 31/34
36
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 32/34
32
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 33/34
33
8/16/2019 CQI Wessex Oct13 NCR Training Presentation
http://slidepdf.com/reader/full/cqi-wessex-oct13-ncr-training-presentation 34/34
34