Page 133 - Quality Manual_Web_Neat

f.2 Corrective action

f.2.1 Where process or system related non-conformities occur they shall be
brought to the attention of the relevant department head / project engineer
who shall raise as non-conformance report detailing the non conformance.
Product related non-conformance reports shall be raised in accordance
with control of non conforming products procedures.

f.2.2 The department head / project engineer, in conjunction with others where
necessary, will then investigate the non-conformance for the purposes of
identifying the root cause of the problem and record the findings on the
non-conformance report.

f.2.3 Having identified the root cause of the problem the department head /
project engineer responsible for the department in which the problem has
been identified will implement corrective action commensurate with the
magnitude of the problem encountered and record such details on the
non conformance report. Any such corrective action that effects further
processes or other departments must involve discussion with and have
the agreement of such department heads / project engineers.

f.2.4 All non-conformance reports raised for either product, system or process
related problems shall be copied to the management representative who
shall maintain a register of all such reports received. This includes those
raised, during internal audits.

f.2.5 Copies of customer complaints and non-conformance reports shall be
reviewed by the management representative to ensure that the non-
conformity has been analysed in order to determine the root cause, that
the magnitude of the non-conformance has been evaluated in relation to
the potential impact on product and quality costs, performance and
customer satisfaction, and that any corrective action taken is suitable to
prevent recurrence.
f.2.6 Where corrective action taken is found to be suitable the reports shall be
filed for follow-up purposes (see clause f.2.9 below.) where it is not the
management representative shall discuss the application of more suitable
corrective action with persons as necessary. This review and an subsequent
corrective action should be recorded on the customer complaint or non-
conformance report.
f.2.7 The management representative shall monitor corrective actions and
expedite any such actions that become overdue. Where overdue corrective
actions become excessive the matter will be referred to the General
manager for further intervention.

f.2.8 Where the corrective action resulting from customer complaints non
conformance involves a subcontractor / supplier’s grading or required
changes to quality system documents, such matters will be carried out in
accordance with purchasing or document and data control procedure
respectively.

f.2.9 The management representative may initiate unscheduled audits to verity
the implementation and effectiveness of corrective acitons taken
implementation and effectiveness of corrective actions required as a result
of internal quality audits shall in all cases be verified through follow up
134
AL HABBAI - QUALITY MANUAL