Root Cause and Corrective Action

Workshop

January 2009

Root Cause and Corrective Action is a five step process

Step 1. Understand the problemStep 2. Put in short term fixStep 3. Determine the Root Cause of the problemStep 4. Determine Corrective Action necessary

Step 5. Verify that the Corrective Action has eliminated the Root Cause of the problem

With an embedded eight step corrective action process

1.Develop alternative solutions2. Pick the best solution3. Establish a plan to do the solution4. Establish the timing of the solution5. Establish the details of the solution6. Document the plan7. Get management approval8. Do it

What Corrective Action means

The point of corrective action is to is to eliminate the problem FOREVER.

First put in an immediate fix

Then a corrective action

Typical Corrective Action request

Typical Corrective Action log

Corrective Action log

1910

1910 /12 = 160

160 Corrective Action requests per month!

Prerequisite: Quality Management System [ISO 9000 (1994)]

1. Management Responsibility2. Quality System3. Contract Review4. Design Control5. Document & Data Control6. Purchasing7. Control of Customer-Supplied

Product8. Product Identification &

Traceability9. Process Control10. Inspection & Testing11. Control of Inspection, M & TE12. Inspection & Test Status13. Control of Non-Conforming Product14. Corrective & Preventive Action15. Handling, Storage, Packaging16. Control of Quality Records17. Internal Quality Audits18. Training19. Servicing20. Statistical Techniques

This is the way we do business to have Quality!

1. Management Responsibility

• Processes planned

• Responsibilities for Q

clearly defined,

• Periodic reviews of

quality and a quality

policy.

• Knowingly shipped product not to spec to make numbers.

• Quality policy is for show.

• "Defect free, on time"

is really

"Some defects, mostly

not more then a week

late".

• Send the salesman out to take care of it.

Juran’s (1960) Steering committee and action

committee

Steering committee selects the task for the action committee

Action Committee Collects data and makes improvements

Reports to management

Classic Five step Root Cause and Corrective Action Process

Step 1. Understand the problem

Step 2. Put in short term fix

Step 3. Determine the Root Cause of the problem

Step 4. Determine Corrective Action necessary

Step 5. Verify that the Corrective Action has

eliminated the Root Cause of the problem.

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Step 1. Understand the problemStep 2. Put in short term fixStep 3. Determine the Root Cause of the problemStep 4. Determine Corrective Action necessaryStep 5. Verify that the Corrective Action has eliminated the Root Cause of the problem.

• Translate symptoms into an exact understanding

• Collect the data

When

Where

How long has it happened• Describe the problem with a problem

statement

Clear

Concise

Factual

Technically correct

• Get help if the problem is not understood

The short term fix is called an interim fix by some authors

Take action to fix the problem nowo What immediate action must be taken?o Major problem?o Safety involved?o Other processes, or “parts” involved?o Other people involved?o Into the ” REJECT CAGE”?

Caution: Fixing the problem this does not remove the root cause!

The “fix or “fixing the problem” is the emergency, temporary action.

Step 1. Understand the problem

Step 2. Put in short term fixStep 3. Determine the Root Cause of the problemStep 4. Determine Corrective Action necessaryStep 5. Verify that the Corrective Action has eliminated the Root Cause of the problem.

A Band-aid is a Fix

• This is not Corrective Action

• It is a temporary ”fix”

Talked to the operator.

Sorted out the bad stuff.

Got the right print to the floor

Re entered the right order number.

…When you complete the blank on many quality forms

Receiving inspection

In Process inspection

Final Inspection

Customer complaints

Audit reports

This is really a short term fix to keep production going

Unless the 5 step process was used.

What RCCA is not

“Corrective Acton done _ _ _ _ _ _ _ _ _ _ _ _ _”

Determining the root cause is the most difficult task.

It usually involves a team

and the use of the basic

Quality Tools

Tool 1:: Brainstorming

Tool 2: Pareto Diagram

Tool 3: Histogram

Tool 4: Cause and effect diagram

Tool 5: Flow chart

Tool 6: Check Sheet

Tool 7: Charts & graphs

Step 1. Understand the problemStep 2. Put in short term fix

Step 3. Determine the Root Cause of the problemStep 4. Determine Corrective Action necessaryStep 5. Verify that the Corrective Action has eliminated the Root Cause of the problem.

Found it!

• The fix was immediate.• It did not address the Root Cause• Corrective action finds and eliminates the root cause

The difference between the Fixing the problem

and Corrective action is forever

The point is to eliminate

the problem FOREVER.

Step 1. Understand the problemStep 2. Put in short term fixStep 3. Determine the Root Cause of the problem

Step 4. Determine Corrective Action necessaryStep 5. Verify that the Corrective Action has eliminated the Root Cause of the problem.

An eight item checklist is used to determine Corrective Action

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan

7. Get management approval

8. Do it !

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What are the solutions?

1. Develop alternative solutions2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan

7. Get management approval

8. Do it

“There are many ways to skin a cat.”

( The saying came from collecting pelts!)

Team brainstorm is the most commonly used tool to develop

solutions

Decide on the best solution.

1. Develop alternative solutions

2. Pick the best solution3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan

7. Get management approval

8. Do it

Consider .... Cost Effectiveness Negative side effects Ease of doing the correction

Make a plan

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan

7. Get management approval

8. Do it

What needs to be done? Who will do it? When and how will it be done ? What is the measure of success? How about a pilot run to test the plan?

Exactly when?

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution5. Establish the details of the solution

6. Document the plan

7. Get management approval

8. Do it

Time, date, shift?

Can solution be ”worked into” the regular production?

Exactly how will the solution, be scheduled along with regular activities ?

When is the regular production scheduled to be run?

Complete the details for the plan

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution6. Document the plan

7. Get management approval

8. Do it

Special training ? Special testing or inspection ? Special equipment ? Who else needs to be involved ? Data collection and record forms? “Baby sit” it all the way through. “Debugging” attempt first?

Write the plan down and have a team understanding.

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan7. Get management approval

8. Do it

Summarize into a planned, written, outline Detailed game plan. The way we are going to do it. Distribute it!

Else you’ll get that 3 am

phone call

“How we supposed to..?)

•

Management buy in is essential

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan

7. Get management approval8. Do it

Approval means support Dollars and people

Allotted time for all involved

OK to interrupt normal activity

No surprises

Reinforcement for future improvements

Finding future team leaders

Finding people who can succeed and contribute Future atta boys

Put the correction action into action

1. Develop alternative solutions

2. Pick the best solution

3. Establish a plan to do the solution

4. Establish the timing of the solution

5. Establish the details of the solution

6. Document the plan

7. Get management approval

8. Do it

Caution:• You will never do it according to the plan. • Something will always change or be different

... absentees or breakdowns,• or lost data• or not enough debugging • or not enough trial run.

You will need to lead the action!

RememberRoot Cause and Corrective Action is a five step process

Step 1. Understand the problemStep 2. Put in short term fixStep 3. Determine the Root Cause of the problemStep 4. Determine Corrective Action necessary

With an embedded eight step corrective action process

1.Develop alternative solutions2. Pick the best solution3. Establish a plan to do the solution4. Establish the timing of the solution5. Establish the details of the solution6. Document the plan7. Get management approval8. Do it

Step 5. Verify that the Corrective Action has eliminated the Root Cause of the problem

Make sure it works

Step 1. Understand the problem

Step 2. Put in short term fix

Step 3. Determine the Root Cause of the problem

Step 4. Determine Corrective Action necessary

Step 5. Verify that the Corrective Action has eliminated the Root Cause of the problem

What facts show the problem was solved?

Auditing

Control charts

Loss reports

Increased throughput

Less hassle

• Make it part of your

Standard Operating Procedure

SOP.

Root Cause and Corrective Action is a five step process

Step 1. Understand the problemStep 2. Put in short term fixStep 3. Determine the Root Cause of the problemStep 4. Determine Corrective Action necessary

Step 5. Verify that the Corrective Action has eliminated the Root Cause of the problem

With an embedded eight step corrective action process

1.Develop alternative solutions2. Pick the best solution3. Establish a plan to do the solution4. Establish the timing of the solution5. Establish the details of the solution6. Document the plan7. Get management approval8. Do it

•Questions or comments