HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION
1.

Doc. No. : CQ SYS 05 P

Page No. : 1 of 8

PURPOSE
To establish and maintain a system to eliminate the occurrence of nonconformance of
product, process and systems through corrective and preventive actions.

2.

SCOPE
Applicable to all repeat non-conformances observed at any stage of manufacturing (i.e. Incoming, In-process & final stages) including the customer complaints / warranty /
customer returns & integrated management system related non-conformities.

3.

RESPONSIBILITY

3.1

Respective HODs are overall responsible for deciding relevant Corrective & Preventive
Actions.

3.2

Management Representative is responsible for coordinating with respective Head of

Departments who are overall responsible for taking corrective and preventive actions
related to product / process repeat non-conformities.

3.2

Other specific responsibilities and authorities are as given in description.

4.

PROCESS INPUT
4.1 Customer Complaint report
4.2 Warranty Cards
4.3 Sales Return
4.4 Analysis of data and trends

6. PROCESS DESCRIPTION & INTERFACES:

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION
S. No.
6.1.1

Activity

Doc. No. : CQ SYS 05 P

Page No. : 2 of 8

Responsibility

Identification of Need:
Identify the need for corrective actions in the
following situations Repeated complaints

Ref. Doc.

Procedure for handling

customer complaint
(WQ QCD 05 P)
Procedure for
Returned product
analysis (CQLOG02P)

Customer Return

Internal product non conformance

Incoming product non conformance

Non conformity related to process

Other related areas etc.

CQSYS04F01

CQSTR 01F 03
CQSYS05F01

6.1.2.

As and when any non-conformance happens

Respective
in the processing activities, take immediate Heads of Dept
actions as per Process adjustment
Guidelines referred in relevant Procedures
and Work Instructions for the stage.

Procedures &Work
Instructions

6.1.3

For repeat non-conformances which could

Respective
not be corrected by guidelines given in Heads of Dept.
Process adjustments, follow Seven Step
Formula given below for deciding and
taking the corrective actions:

CQ SYS 01 F02

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION

Doc. No. : CQ SYS 05 P

Page No. : 3 of 8

Step 1

Problem
Prioritization

Collect
Problem
Select
Problem
by
Prioritization
(Use Pareto
Analysis)

Respective
Head of Dept

Step 2

Understand
situation

Collect Stage
Data

Respective
Head of Dept

Set Target

Decide the
Characteristics
Set / Decide
Targets

Step 3

Plan activities

Decide
to do

what

Respective
Head of Dept

Decide
and
allocate
the
responsibilities
Step 4

Analyze
By Adopting
Causes of the
any of the
problems
Seven
QC
Tools like:
Cause
&
Effect Diag.
Why-Why
Analysis
Brain
Storming

Respective
Head of Dept

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

--

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION

Doc. No. : CQ SYS 05 P

Page No. : 4 of 8

Histogram
Pareto
Analysis
Control Charts
Scatter
Diagram
Step 5

Consider the Consider C/M

Counter
Propose ideas
Measure
for C/M
(C/M).
Discuss how
Implement
to put C/M in
Actions.
the process
Implement
C/M
Plan
&
Implement
C/M

Respective
Head of Dept

Step 6

Check Results

Respective
Head of Dept

Check Results
of C/M
Compare
results
with
target
/
previous
situation
If
not
as
targeted
/
desired, follow
from Step 1
onwards again
Identify
tangible and
non-tangible
benefits

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION
S. No.

Activity
Step 7

Standardize
Establish controls

& Standardize
Establish
the
new practices
by
revising
earlier ones
Decide Method
of Control
Familiarize
relevant people
with
new
methods
Educate
responsible
people
Ensure that the
benefits
are
stabilized and
maintained

Doc. No. : CQ SYS 05 P

Page No. : 5 of 8

Responsibility
Respective
Head of Dept

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

Ref. Doc.

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION

Doc. No. : CQ SYS 05 P

Page No. : 6 of 8

S. No.

Activity

Responsibility

6.1.4

Determine the corrective / Preventive actions including

the target date(s) as well as personnel responsible in
consultation with HODs

-do-

6.1.4.1 While taking decision for corrective / preventive

actions, consider Mistake Proofing based on extent
of nonconformance or risk involved, as applicable, to
avoid recurrence of nonconformance.

-do-

Ref. Doc.

Note: Wherever human failures may be encountered,

review and consider for Mistake Proofing.
6.1.5

Maintain Minutes of Management Review Meeting

as records for the decisions taken.

MR

6.1.5.1 Prepare Findings & MOM and send the same to

respective Functional Head / Section Head for taking
necessary corrective measures.

MR

6.1.5.2 In case the corrective action needs to be taken by

Suppliers, send the Inter Office Memo to Purchase
Dept who sends the same to suppliers and demands
actions to be taken by them so as in future the nonconformances do not reoccur.

MR

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

Minutes of
Management
Review
Meeting

IOM

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION

Doc. No. : CQ SYS 05 P

Page No. : 7 of 8

S. No.

Activity

Responsibility

6.1.6

Compile data for corrective / preventive actions taken

once in six months and send the same to MR for
discussion in Management Review Meeting

Respective
Heads

6.2

Preventive Actions

6.2.1

Monitor the trends of the product / process parameters

including applicable Control Charts.

HOD

6.2.2

Also examine monthly MIS and evaluate the

effectiveness of the trends as compared with previous
data.

HOD

6.2.3

Identify the parameters / characteristics on control charts

/ trend graphs which may be within control limits but are
tending to go beyond the control limits (i.e. may result
in Potential Non-conformances). Also, wherever the
trends are not as per identified objectives and / or the
customer satisfaction has shown a down trends, identify
the indicators for improvements.
Note: The control charts are made for Legal, safety,
and performance and fit function characteristics. These
are mentioned on Drawings and Work Standards.

HOD

6.2.4

Follow guidelines as given at 5.1.3 to 5.1.7 for deciding

and taking preventive actions.

CFT & HOD

7. PROCESS OUTPUT:
Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

Ref. Doc.

Trend
Charts
/ Control
Charts
MIS

MIS /
Trend
Charts /
Control
Chart

HINDALCO INDUSTRIES LIMITED, SILVASSA

QUALITY MANAGEMENT
PROCEDURE
CORRECTIVE & PREVENTIVE
ACTION

Doc. No. : CQ SYS 05 P

Page No. : 8 of 8

7.1 Work Orders

7.2 Problem Analysis & Counter Measure Report
7.3 Statistical Results.
8. RECORDS
S.N.

Doc. No.

Doc. Title

Location

CQ SYS 05 F01 Work Order

Respective
Dept.

CQ SYS 05 F02 Problem Analysis &

Counter Measure
Report

Respective
Dept.

Retention
Time
Six Months
after effective
Evaluation
Six Months
after effective
Evaluation

9. REFERENCE: Nil

Approved By:

Issued By:

Edition No. 01

Date: 23/04/02

Date: 23.04.02

Revision No. 01

Disposal
Authority
Head of the
Dept.
Head of the
Dept.