Correct! Prevent! Improve!

Kathy Roberts, Jeanne Ketola

Description

This book is a concise, step-by-step guide that takes the reader through a basic problem-solving process, describing how the concepts of corrective and preventive action are incorporated into this process. An excellent reference for developing, implementing, and maintaining a Corrective and Preventive Action System, this book is designed to help organizations understand the key components that will help them achieve results for their organization.
The book covers the philosophy of continual improvement by describing how to use data found within the organization to drive improvement and also provides a useful orientation to corrective and preventive action requirements found within ISO 9001:2008. Practice problems and case studies help the reader apply their knowledge inside their own organization and can be applied to any industry. Useful forms and flowcharts provide a basic toolkit for improvement.
This book will be a helpful to anyone who needs to lead or facilitate problem-solving teams or those who need to implement and maintain corrective and preventive action systems whether you are a quality manager, quality technician, or an ISO coordinator. Examples included in this book can be applied to various industry segments including service, health care and education.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Problem Solving
• Decision-Making
• Gestion et management
• management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 09 janvier 2009
• Nombre de lectures: 0
• EAN13: 9781636940762
• Langue: English

Extrait

Correct! Prevent! Improve!

Driving Improvement through Problem Solving and Corrective and Preventive Action

Also available from ASQ Quality Press:

After the Quality Audit: Closing the Loop on the Audit Process, Second Edition J. P. Russell and Terry Regel

Process Auditing Techniques Guide J. P. Russell

How to Audit the ProcessBased QMS Dennis R. Arter, Charles A. Cianfrani, and John E. (Jack) West

The Internal Auditing Pocket Guide J. P. Russell

Quality Audits for Improved Performance,Third Edition Dennis R. Arter

Internal Quality Auditing Denis Pronovost

Quality Audit Handbook,Second Edition ASQ Quality Audit Division

To request a complimentary catalog of ASQ Quality Press publications, call 8002481946, or visit our Web site at http://qualitypress.asq.org .

Correct! Prevent! Improve!

Driving Improvement through Problem Solving and Corrective and Preventive Action

Jeanne Ketola Kathy Roberts

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2003 by ASQ All rights reserved. Published 2003 Printed in the United States of America 12 11 10 09 08 07 06 05 04 03 5 4 3 2

Library of Congress CataloginginPublication Data Ketola, Jeanne. Correct!, prevent!, improve! : driving improvement through problem solving and corrective and preventive action / Jeanne Ketola, Kathy Roberts. p. cm. Includes bibliographical references and index. ISBN 0873895754 (Soft Cover : alk. paper) 1. Management. 2. Problem solving. 3. Decision making. 4. Teams in the workplace. 5. Organizational effectiveness. I. Roberts, Kathy. II. Title. HD31.K4616 2003 658.4'03—dc21 2003004237

ISBN 0873895754 No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Publisher: William A. Tony Acquisitions Editor: Annemieke Koudstaal Project Editor: Paul O’Mara Production Administrator: Randall Benson Special Marketing Representative: Robin Barry ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange. Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 8002481946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 532013005. To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 8002481946. Visit our Web site at www.asq.org or http://qualitypress.asq.org. Printed on acidfree paper

To Chuck, Jon, Lida, and Tim for your patience and understanding. You have improved my life beyond measure; In memory of my Mom and to my Dad who always provides an unlimited supply of support and love; To Wayne and Terry whose humor keeps me going; To Kathy for being a great colleague and friend. Jeanne

To Ryan and Austin for giving me your unconditional love and support; To Mom and Mark for giving me inspiration and guidance; To James for showing me how to continually pursue challenges; To Jeanne for being a wonderful business partner and friend. Kathy

Failure is only the opportunity to begin again more intelligently. Henry Ford

Table of Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1 Corrective and Preventive Action Overview . . . . . Philosophy of Corrective and Preventive Action . . . . . . . The Difference between Corrective and Preventive Action . . . . . . . . . . . . . . . . . . . Corrective and Preventive Action Defined . . . . . . . . Corrective and Preventive Action As Processes . . . . . ANSI/ ISO/ASQ Q9001:2008—Quality Management System Requirements . . . . . . . . . . . . . . . . . . . . 8.5.2 Corrective action . . . . . . . . . . . . . . . . . . Preventive Action . . . . . . . . . . . . . . . . . . . . . . . 8.5.3 Preventive action . . . . . . . . . . . . . . . . . . Final Thought . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Getting Started with the ProblemSolving Process. Symptom or Cause? . . . . . . . . . . . . . . . . . . . . . . Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . The Fast Fix . . . . . . . . . . . . . . . . . . . . . . . . The Triage Approach . . . . . . . . . . . . . . . . . . . Final Thought . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Step 1: Describe the Problem. . . . . . . . . . . . Problem Description . . . . . . . . . . . . . . . . . . . . . . Final Thought . . . . . . . . . . . . . . . . . . . . . . . . . . Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Practice Session . . . . . . . . . . . . . . . . . . . . . . Examples of How to Use the 4W/2H/1C Formula for Problems A and B . . . . . . . . . . . . . . . . . Skill Builder . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4 Step 2: Investigate the Cause. . . . . . . . . . . . . How to Start . . . . . . . . . . . . . . . . . . . . . . . . . . Developing the Plan . . . . . . . . . . . . . . . . . . . . . .

ix

xiii 1 1

2 4 4

4 4 6 6 8 9 10 12 13 14 15 17 19 19 20 20

21 22 23 23 25