QUALITY ASSURANCE MANUAL

Document CIV QAM

Rev: E 0
CORRECTIVE ACTION
SECTION 7

Date: 15/08/09
Page 1 of 3

Process Flow for Corrective Actions

QUALITY ASSURANCE MANUAL

Document CIV QAM

Rev: E 0
CORRECTIVE ACTION
SECTION 7

Date: 15/08/09
Page 2 of 3

Process flow for Corrective Actions

Purpose:

To identify the steps to be taken in initiating corrective action when any Adverse
conditions effecting product and process quality are identified

Scope:

Applicable to all processes within the company including client complaints

Objectives:

Ensure that corrective action taken rectifies the non-conformance and prevents further
recurrence of problems

Step

Activity

Non conformances/ client complaints are received

Depending on the nature of non-conformance the following

documents are to be used for recording:
Daily diary or snag sheet for non-conformities, which can be
fixed immediately, and which are relevant to the project.
For all other non-conformances first verify that the
complaint is justified / relevant. Only then should a Nonconformance report be completed.
Register Non-conformance report, identify date registered,
and brief description of non-conformance. Identify type of
non-conformance i.e. Process, product, client complaint,
supplier.

Responsibility
All personnel
Site agent,
Contract
manager,

Reference
document
Applicable
procedures
Daily diary,
Snag sheets,
Nonconformance
report

Contract
manager,
Management
representative

Nonconformance
register
Nonconformance
report
Nonconformance
report
Nonconformance
report
Nonconformance
report
Nonconformance
report

Conduct investigation to determine the root cause of the

non-conformance and record on Non-conformance report

Responsible
person

Correction of non conformance

Responsible
person

Corrective action

Responsible
person

Record the actions taken

If problem has been effectively resolved, close out Nonconformance report. If problem still exists return to step 6
and proceed as before.

Site agent /
Management
representative
Site agent /
Management
representative

QUALITY ASSURANCE MANUAL

Document CIV QAM

Rev: E 0
CORRECTIVE ACTION
SECTION 7

Date: 15/08/09
Page 3 of 3

10
11

Non-conformance reports are analysed to determine trends,

any actions necessary shall be determined, taking into
account the magnitude of the problem, impact on other
processes, costs and client satisfaction
Results of actions taken and the above analysis are
discussed during management review.
Records of Non-conformance reports are maintained.

Management
representative
Management
representative
Site agent,
Contract
manager,
Management
representative

Review
minutes
Control of
records
procedure