Académique Documents
Professionnel Documents
Culture Documents
Yu LaiLai
Nov. 22 2004
1.1 Audience Description
The audience of this procedure is the Company Organization
1.2 Applicability Statement
This document applies to all software, hardware and support processes which
are subject to continuous process and quality improvement.
1.3 Purpose Statement
Define how potential and actual problems will be processes across the
organization in order to be eliminated for ever thanks to the implementation of
this pavement and corrective action system.
1.4 Concept
The preventive and corrective action system allows the organization to address
continuous improvement through preventive and corrective actions addressing
causes and effects of problems.
It applies to Project Management thanks to risk management techniques as
well as Process and Product/Service Quality through Quality Management
techniques.
This procedure describes the implementation of those concepts in PCS
Toulouse organization.
The hereafter table describes the plans and associated activities implemented
as a consequence and mapped to the SEI/CMM maturity levels.
Solving the problem: Causal analysis and problem resolution.
The Ford 8 D’s methodology must be used to support causal analysis and
problem resolution using the following steps:
• Habits
• Perceptions (feeling)
• Fears
• Assumptions
• History
• Skipping steps in the process
• Resistance to change
• Inability to break a large problem into smaller parts
D1-----Team
The Preventive and Corrective actions system provides the
organization with a formal technique to enable continuous improvement
in addressing the problems detected at the organization level and in
the projects.
Each day we are faced with solving problems. Some are complex;
others are simple. We can improve the quality and impact of the solutions by using
a systematic approach to problem solving.
Definitions:
Same as:
• What is the problem and what is not the problem
• When has the problem been discovered
• Where has it been discovered
• How many times does it occur
• Who was involved when the problem occurs
• Descriptions of undesirable:
– Circumstances
– Conditions
– Events
– Behaviors
Example of an Effective Problem Statement
• Customer impact:
• Internal impact
D4----- Root Cause(s)
After completing the first step in the problem-solving process, you have
arrived at a concise description of the problem. Once you understand
what the current state is, you can move on to analyzing the causes.
Example In June and July, customer complaints about after-purchase service
rose 20 percent to 50 complaints per month. This has only occurred at
our Atlanta store. Possible causes are:
Tools to Use The following are tools you can use to help you understand that
current situation:
• Cause-and-effect diagrams
• Cause screening
• Control charts
• Check sheets
• Histograms
• Scatter diagrams
• Sampling
• Run charts
• Flowcharts
• Brainstorming
Questions to Ask To decide which tools to use, ask the following questions:
• What are possible actions that could be taken to solve the problem?
• too risky, way out, foolish, impossible, etc.?
Group Skills Needed The group skills needed in this step are:
• Summarizing
• Initiating
• Evaluating
• Creativity
• Objectivity
Developing Alternative Solutions
One or more
D6----- Implemented Permanent Corrective Action(s)
procedure.
• Begin tracking results.
• Check sheets
• Run charts
• Control charts
Group Skills Needed To complete, group members need to be able to:
• Initiate
• Organize
• Summarize
• Implement action plans
D7----- Action(s) to Prevent Recurrence
Proof system in place
List the proof systems which has been put in place during the course of the
study in order that errors never occur
Updated documents
List the documents which have been updated (control plans, procedures,
audit program,...
Standardization
List/communicate to other process, project, sites the benefits of this study
to have it reused in similar domain.
Tell where is located the present report in the process database for future
reference.
Learn to standardize your solution through:
– Documentation
– Sharing the success
– Extending the improvements to all appropriate areas
D8----- Congratulate Your Team