3. Corrective Actions

Document Control
Document type Process Description
Document number 1231
Version 1
Status In revision
Coverage Company-wide
Involved groups Executive Management, Product Management, Service Management
Standard specification ISO 9001:2015(en) 10.2 Nonconformity and corrective action
Responsible Editor
Reviewer Monika Schmidt
Approval by Christopher Osborne
Approved date 16:28:19, 13 September 2019 
Valid from July 1, 2019 
Valid until August 1, 2019 

Even with a functioning QM system, the occurrence of problems and errors can not be ruled out. However, it is important to have a tool that helps to identify errors, analyze their causes, correct errors that have occurred, and prevent them from reoccurring.

Here, errors also include potential errors. A typical example is remarks from employees about documented procedures, in which error possibilities are not sufficiently excluded, because the descriptions are insufficient or unclear. However, it is also important that a measure to avoid a mistake must be weighed against the severity of the problem and the risk of error.

Process Initiative

Reasons for corrective and preventive measures are:

  • Product error
  • Service error
  • Feedback from customers or employees about improvements or behaviors that require improvement
  • Customer complaints
  • Feedback from employees about errors or deficiencies in the QM system
  • Findings from the continuous control activity of management

Procedure specifications

The following procedure specifications describe corrective and preventive actions in more detail:

VA 005 Corrective and preventive actions in the handling of product defects and customer complaints

VA 006 Corrective and preventive measures for the QM system

Role of project management

Both the frequency of errors and the effectiveness of corrective and preventive actions have a significant impact on the assessment of the QM system. Project management has a very important role to play in assessing customer satisfaction. From the preparation of quotes through the realization of the project to the subsequent support of our customers, there is direct contact with the customer and thus the necessary "feedback".