CORRECTIVE AND PREVENTIVE ACTION

Transcription

1 1 of 7 uncontrolled. This copy is only valid only at the time of printing. Unauthorized reproduction of this document is prohibited.

2 2 of 7 CONTENTS 1.0 PURPOSE SCOPE RESPONSIBILITY CROSS REFERENCE DEFINITIONS PROCEDURE S CUSTOMER COMPLAINTS RECORDS... 7

3 3 of PURPOSE The purpose of this procedure is to ensure that a system is implemented for correcting nonconformances, preventing potential non-conformances and pursuing improvement initiatives. 2.0 SCOPE The scope of this procedure shall cover all non-conformance, potential non-conformances, improvement initiatives and customer complaints affecting the Health, Safety, Environment and Quality of organizational and operational activities. All corrective and preventive actions and their associated non-conformances shall be documented using an appropriate report as defined in this procedure. 3.0 RESPONSIBILITY It shall be the responsibility of all ALMANSOORI personnel to make the management aware of any areas of non-conformance, potential non-conformances or improvement initiatives that may require corrective action or preventive action. It shall be the responsibility of management to control and implement all corrective or preventive actions. 4.0 CROSS REFERENCE This procedure may cross-reference with the following procedures: IMSP 01 Management Review of Quality System IMSP Control of Non-Conforming Product IMSP 06 Internal Audits 5.0 DEFINITIONS 5.1 Non-Conformance: Non fulfillment of a need or expectation that is stated, generally implied or obligatory. 5.2 Corrective Action: Action taken to eliminate the cause of a detected nonconformity or other undesirable situation. Corrective action is taken to prevent recurrence.

4 4 of Preventive Action: Action taken to eliminate the cause of a potential nonconformity or other potential undesirable situation. Preventive action is taken to prevent recurrence. 5.4 Customer Complaint: Shall mean any communication from the customer, whether written or verbal, in which he expresses his dissatisfaction with the product or services supplied by AlMansoori 6.0 PROCEDURE 6.1 S Conditions that may require corrective or preventive actioning may be detected and documented in the following areas, processes or operations, but not limited to: a) Customer complaints b) Identification of potential problem(s) through various sources c) An audit finding d) Third party audits e) Equipment breakdown or failure f) Inspection and testing operations g) Suppliers performance records All Corrective Action Reports raised shall be categorized as being Major or Minor as follows: MAJOR: Where procedure contradicts working practices and / or working practices do not reflect standard requirements. Customer complaints which require additional corrective action or equipment breakdown / failures which require operations to be halted. MINOR: Where system procedure / process is not being fully adhered to. Equipment breakdown / failures which do not affect operational activities. Any non-conformance which does not have an immediate effect on the Integrated Management System.

5 5 of Once corrective actions or preventive actions has been raised and logged by the HSEQ Department, the Division Manager shall be issued with the original The Division Manager shall document cause of non-conformance or potential non-conformance, proposed corrective action, action to prevent recurrence or occurrence and a proposed implementation date On completion of and the original shall be issued to the HSE & Quality Manager who will, in consultation with the Division Manager determine if the proposed corrective or preventive action and the implementation date are satisfactory to preclude recurrence or occurrence of nonconformance, condition or potential nonconformance If the proposed corrective or preventive action is agreed by the HSE & Quality Manager he shall sign as acceptance and hand a copy back to the Division Manager who shall process action until implementation date If the proposed corrective action is rejected by the HSE & Quality Manager after consultation with the Division Manager he shall reject the report giving the reason and reissue report to the Division Manager for action and reply as per the procedure for the original Once signatory approval of corrective action or preventive action is given by the HSE & Quality Manager he shall hold the original report until the corrective action has been fully implemented by the implementation date Once the implementation date has been reached the HSE & Quality Manager in conjunction with the Division Manager shall ensure all actions have been completed and finally closed out by signing final section of the report. The HSEQ Department shall file original report and supply a copy to the respective Division for their records.

6 6 of CUSTOMER COMPLAINTS Any member of staff receiving a complaint from a customer either verbally or in writing must report it to the relevant divisional manager, Operations Manager or Corporate HSE & Quality Manager within 24 hours. That individual should in turn request a Customer Complaint Form, held and controlled by the HSEQ Department and available from the HSE Coordinator in order to document details of the complaint All details of the complaint must be detailed and documented on a Customer Complaint Form or attached with the form A copy of the Customer Complaint Form shall be submitted on completion to the Corporate HSE & Quality Manager who in conjunction with the respective Manager shall determine what action shall be taken to resolve the complaint The Corporate HSE & Quality Manager and respective Division Manager shall approve the result of investigations made and the actions taken to resolve the complaint The Corporate HSE & Quality Manager or Division Manager shall, from the information obtained from the investigation into the complaint, ensure that the customer complaint form along with all relevant information is sent or taken to the customer If the customer is in acceptance with all actions to solve the complaint, they are requested to sign Customer Complaint Form and return it to the Division Manager. If they cannot accept all suggested resolution they should contact the Division Manager. The Division Manager shall ensure that all customer complaint forms are returned by the customer for final close out Final close out of all customer complaint forms shall be by the Chief Executive Officer, Division Manager and Corporate HSE & Quality Manager The Corporate HSE & Quality Manager shall review the customer complaint file on a frequent basis and follow up outstanding actions.

7 7 of RECORDS In the situation where the complaint is associated with returned equipment that is subsequently found to be non-conforming, such complaint shall be documented and processed in accordance with procedure IMSP Control of non-conforming Product. Positive and Dangerous Feedback F Customer Complaint Form F. 441 Customer Complaint Register F. 442