1	Corrective Action Management System
2	Contents CAR System Introduction Objectives of a CAR System Common Failures in a CAR System Case Study and Lesson-learned A Million-Dollar Switch Failure “Do it right in the first time” Perspectives Beyond ISO9000 A CAR System Check Sheet
3	Corrective Action System Introduction
4	CAR System Introduction - Definition Corrective Action Request System Also called CAR System An element of ISO9000/QS9000 standards “The supplier shall establish and maintain documented procedures for implementing corrective and preventive action…” (QS 9000 Element 4.14) “The organization shall take corrective action to eliminate the cause of nonconformities…” (ISO9000 8.5.2) Similar applications/systems: Safety Action Request System Supplier Corrective Action Request System Action Management System for Service Sector
5	CAR System Introduction - Process
6	CAR System Introduction – Basic Requirements Initiating and Preliminary Analysis Phase CAR Number Issuer Defect Description Issue Date and Deadline Root Cause Analysis and Implementation Phase Real Root Cause Action Plan, Due Date, and Representative Review and Verification Phase Implemented Action
7	Common Failures
8	Common Failures Fail to concentrate on evaluating the CA plan, instead focus excessively on running CAR dispatching processes Root Cause: primary interests were stretched thin by the comprehensive distribution processes Fail to use existing data to predict and prevent future failures and carry over best practices Root Cause 1: It is hard to use a single index (risk, cost, or defective quantity) to predict future product/process behavior Root Cause 2:It is an arduous and time-consuming task to summarize data
9	Case Study 1: A million-dollar Switch Failure
10	Case Study 1 – Background Information A US major household product company was forced to scrap millions dollars of products due to a potential fire hazard caused by a defect in a switch Internal investigations uncovered Same problem was discovered 4 years ago A CAR was issued, and the corrective action was reported completed Similar failure mode still could be found in new production, but it did not catch attention because it was buried in the CAR system by other high occurrence failure modes Further investigation indicated that this high risk problem had been encountered in similar switch designs, but it was overlooked because of the defect’s low occurrence
11	Case Study 1 – Lesson-learned This million-dollar problem could have been prevented If results of the CAR could be monitored constantly, and information could be sent back to production promptly. If the failure mode could be ranked by the failure risk category rather than the quantity of similar CARs issued If the design engineer could learn from or be informed of the history and the problems of the original designs
12	Case Study 2: “Do it right in the first time”
13	Case Study 2 – Background Information A division of a Fortune-500 company launched a project called “do it right in the first time” Goal was to improve customer satisfaction and reduce cost The project failed because people were reluctant to respond to the project concept “we are human being, we are not perfect, and we are bound to make mistake from time to time …”
14	Case Study 2 Lesson-learned Can we always do things right the first time? No, we can’t. We are human being, and we tend to make mistakes Wait a minute… Yes, we can, if we can learn from our pervious mistakes! This project could have been a huge success if employees were asked to always refer to the pervious failures as well as the best practice from the product/process history every time they took on a new project
15	Perspectives Beyond ISO9000
16	Perspectives Beyond ISO9000 An effective CAR System should Achieve the objectives identified in ISO9000 To eliminate the causes of nonconformities And go beyond: Streamline the CAR dispatching processes Monitor the action results constantly Utilize various indexes to prioritize corrective actions Risk, cost, defective quantity, and etc. Provide product/process history and previous failures to prevent problems in new product lines
17	CAR System Check Sheet
18	Questions or Need Any Help? Maybe we can help at QIT Consulting!