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Sample ISO 9000 Quality Policy Manual: Sec. 4.14 Corrective Action

by Ron Kurtus (14 March 2001)

The following material is section 4.14 of a Quality Policy Manual, used to satisfy the ISO 9001 standard. This material follows the rationale approach to stating company policies and is intended as an example of this approach as well as a sample of a Quality Manual.

For other sections, refer to the Manual Table of Contents



4.14 Corrective Action

In our company, it is possible that mistakes or problem areas can be found among our processes.

Rationale

We believe it is important to take corrective action on any mistakes and formalize an action to correct problem areas. This is to avoid the risk of having those problems repeat or grow.

We believe that effective corrective action will result in reduced costs due to eliminating wasted effort and material. It will also ultimately result in increased business due to customer satisfaction from getting expected goods and services.

Policy

Thus, in order to avoid recurrence of problems, it is the policy of this company to adhere to the ISO 9001 section 4.14 standard on Corrective Action and always:

  1. Investigate the cause of nonconforming product and the corrective action needed to prevent recurrence
  2. Analyze all processes, work operations concessions, quality records, service reports, and customer complaints to detect and eliminate potential causes of nonconforming product
  3. Initiate preventative actions to deal with problems to a level corresponding to the risks encountered
  4. Apply controls to ensure that corrective actions are taken and that they are effective
  5. Implement and record changes in procedures resulting from corrective action

It is also our policy to always use, document and maintain Procedure 4.14 for:

  1. Investigating the cause of nonconforming product and the corrective action needed to prevent recurrence
  2. Analyzing all processes, work operations concessions, quality records, service reports, and customer complaints to detect and eliminate potential causes of nonconforming product
  3. Initiating preventative actions to deal with problems to a level corresponding to the risks encountered
  4. Applying controls to ensure that corrective actions are taken and that they are effective
  5. Implementing and recording changes in procedures resulting from corrective action

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