This chapter covers the following topics:
This chapter provides the guidance needed to implement the Corrective Action Solution. After the implementation of the Corrective Action Solution, the Corrective Action collection plans will contain all information related to problems requiring corrective action reported within your enterprise, and subsequent review and implementation of those corrective actions.
You can identify factors that need to be considered, prior to setting up and implementing the Corrective Action Solution. Depending on your specific business processes, these factors may or may not be applicable.
This section includes the following topics:
Following are the prerequisites needed to implement the solution:
Oracle Discrete Manufacturing Family Pack I
Knowledge of Oracle Quality's functionality and capabilities, including Parent-Child Collection Plans (See: Parent-Child Collection Plans, Oracle Quality User's Guide)
It is important to consider the types of Corrective Action Requests that are commonly handled by your organization, and the types that will be implemented in the Corrective Action Solution.
Based on the origin of the CAR within the Supply Chain, there can be different types of requests. The responsibility for the action might lie with different parties. We will assume Supplier S supplies material and services to Enterprise E who in turn sells products to Customer C.
You can enter request types using the solution template collection plans. The solution includes seeded values for request types. The Corrective Action Requests (CARs) can be categorized into the following types:
This CAR category is primarily associated with resolving problems within Enterprise E. Examples of these problems are poor quality due to non-adherence to quality procedures, and recurring physical damage to assembly during handling and storage.
This CAR category is initiated by a customer to address problems from their suppliers, within the Supply Chain. For example, Customer C logs a CAR with Enterprise E to identify the reason recent shipments from Enterprise E have labels that do not match their contents.
Corrective Action Requests can originate either from customer complaints, nonconformance trends, quality audits, or other sources. Following are some of the factors that need to be considered before you implement the Corrective Action Solution:
If Nonconformance, Quality Audits, and Customer complaints are common CAR sources, then it is recommended to use the set of provided template parent-child collection plans.
If you currently use Oracle Service - Service Requests to handle your customer complaints, and they are the only source for your Corrective Action Requests, then it is recommended to take advantage of the Oracle Quality and Oracle Service integration, using the stand-alone template collection plan.
Oracle Quality provides a data collection capability within Collection Plans; they can capture all data involved in your business process, including Corrective Action and related Quality test results.
Additional data not covered by the template collection plans can be captured in user-defined collection elements, and added to collection plans.
Alternatively, these elements can be grouped into additional plans and linked to the nonconformance/disposition system.
The solution has included commonly used values for validation of some collection elements. These values can be modified to your valid values, according to your business rules. Some of these elements are listed below:
Problem Solving Method
Corrective Action is identified by sequence numbers. Your business may use a prefix/suffix for identification purposes; the corrective action number can be customized.
Different participants of the process can be given different privileges (new record, update record, read only) to access different sets of data. You can enforce collection plan security.
This section includes a look at the corrective action process flow and maps the business flow to Oracle Quality.
Some of the procedural steps taken during the lifecycle of a Corrective Action Request are described below:
Corrective Action Requests are a result of problems identified in the quality management system. They can originate internally, or as a result of a customer complaint, falling into one of the different request types. See: Corrective Action Request Types.
The owner reviews the Corrective Action Request and either approves or rejects it. The criteria for approval or rejection depends on your organization's specific business processes.
For Internal and Customer Initiated CARs, based on the problem description, the owner consults with other individuals, and decides on how to process the CAR. For a Supplier CAR, this step might not be required. The supplier is automatically responsible for providing a plan of corrective action.
After sufficient review and analysis has been performed by the individuals involved in the CAR lifecycle, decisions are made on the CAR actions (Containment, Corrective, Preventive Actions).
After the corrective actions have been successfully implemented and the effectiveness of the implementation has been verified, the CAR's owner closes the CAR with appropriate comments.
The following table maps the business flow steps to the equivalent steps to be executed within Oracle Quality:
|Business Flow Step||Oracle Quality Step|
|Submit Corrective Action Request||Invoke the Corrective Action Request collection plan within Oracle Quality and submit a CAR|
|Assign Owner||Update Owner collection element in Corrective Action Request|
|Review Corrective Action Request||Update elements (Priority, Severity, etc.) in the Corrective Action Request plan.|
|Assign CAR actions||Owner determines the course of action and creates Review actions, assigning the same within the CAR Review plan|
Owner determines the course of action and creates Implementation actions, assigning the same within the CAR Implementation plan
|Analysis/Review by Assignee||The assignees update the CAR Review plan with the Notes on the review actions that were performed, and the status of the review actions|
|Determine Root Cause||Owner/Assignee determines the root cause and updates the CAR plans with the information|
|Implement Corrective Actions||Assignees update the Corrective Action Implementation plans with the implementation actions, notes, resolution dates, and statuses of the actions|
|Verify implementation and its effectiveness||Owner reviews the CAR and the child review and implementation plans to verify successful implementation. Additionally, the owner may set up a follow-up date to review implementation effectiveness|
|Inform necessary parties||If required, owner informs the customer, supplier, or any other internal or third party, on CAR status via e-mail alerts|
|Close CAR||Owner closes the CAR in the Corrective Action Request Plan|
The implementation may span multiple functional areas; the following list provides information on the process flow and steps to implement within these functional areas:
Oracle Discrete Manufacturing Family Pack I should be installed.
In this implementation phase, it is important to identify the usage configuration of the Corrective Action System to be implemented. Subsequent to this decision, other steps can be executed.
Refer to Overview of Setting Up for the required information.
Corrective Action Implementation
Chapter 12 describes the steps for implementing a Corrective Action Request resulting from a Nonconformance, Quality Audit, etc. Additionally, a brief explanation is provided on how the Oracle Service and Oracle Quality integration can be leveraged to implement a Corrective Action System. Refer to the following topics:
Corrective Action from an Audit
Corrective Action Generated from a Nonconformance
Corrective Action for a Supplier
Corrective Action from a Customer Complaint
Reporting and Tailoring your Solution
Reporting Overview describes how to generate reports on Corrective Action Requests.
Chapter 14 describes how the Corrective Action Solution can be tailored to meet your specific organization needs. Some of the tailoring activities described include Workflow configuration and Modification of E-mail Notifications to suit your organization needs. Refer to the following topics:
Tailoring E-mail Notifications
Tips and Techniques