INKA

PT. Industri Kereta Api

(Persero)

QUALITY
PROCEDURE

Document No. : PM-8.09

Date
: July 15th, 2009
Revision
:A
Page
: 1 of 3

CORRECTIVE AND PREVENTIVE ACTION

I.

Purpose
This procedure is to assure that the nonconformity is followed up as the required

II.

method.
Scope
All of the process, products, and quality that are inappropriate or potentially to non-

III.

conformity.
Responsibility
III.1
Quality Assurance section shall be responsible to follow up the corrective
and preventive action request.
III.2
Aftersales Service section shall be responsible for following up and
ensuring the corrective and preventive action to the customer complaint.
III.3
Related work unit shall be responsible for following up the corrective and
preventive action request, audit findings, non conforming report, and customer
complaint.
III.4
All personnel shall be responsible to propose the corrective and preventive

IV.

action if any ineffective and inefficient product/process.

Quality System Activity
IV.1
Corrective Action:
a. Customer complaint
1. Aftersales Service section shall coordinate the execution of corrective and
preventive action of the customer complaint.
2. The action of corrective and preventive action as follows:
a) The customer complaint is recorded in the Customer Compliant Form

(Form No.: IV-01.084)

b) The customer complaint is evaluated to define the minor or major
category, and recorded
in the form. Document No. : PM-8.09
QUALITY
INKA
Date
: July 15th, 2009
PT. Industri Kereta Api
PROCEDURE
Revision
:A
(Persero)
Form No.: II-01.001.Rev.A
Page
: 2 of 3
c) For the minor category, the evaluation is done only by Aftersales Service
section, while the major is by related work unit.
d) The evaluation result is distributed to the related unit to be followed up.
e) Corrective action is executed by the competent personnel.

f) Aftersales Service section review the effectiveness of corrective action.

b. NCR Internal Audit
1. Each audit findings shall be fixed to the corrective action by related
function.
2. The result of corrective action to the audit finding is verified by internal
auditor.
c. NCR Product
1. Each NCR product shall be fixed to the corrective action by related Work
Unit.
2. The result of corrective action to NCR product is verified by Inspector.
IV.2 Corrective and Preventive Action Request
a. Corrective and Preventive Action Request (Form No.: IV-01.014) could be
issued by all INKAs employer, checked by related work unit leader, and
informed to the Quality Assurance section to get disposition of problem
solving.
b. All leader of each process section shall be responsible for the corrective and
preventive execution in their work unit.
c. For major non conforming major or involved other function, the corrective and
preventive action will be discussed by team that consists of the related
function representative and coordinated by Quality Assurance section which
attached in the Non conforming Investigation and Corrective Analysis (Form
No.: IV-01.032)
d. Corrective and Preventive action is recorded and documented by Quality
Document No. : PM-8.09
QUALITY
INKA
Assurance section.
Date
: July 15th, 2009
PT. Industri Kereta Api
PROCEDURE
Revision
:A
(Persero)
Page
: 3 of 3
Form No.: II-01.001.Rev.A

e. Product, process, and quality system is inspected and reviewed the

effectiveness by Quality Assurance section.

V.

Related Document
5.1. Quality Manual Measuring, Analysis, Improvement (MM-8)
5.2. Quality Procedure Record Control (PM-4.02)
5.3. Quality Procedure Monitoring Customer Complaint Method (PM-8.01)
5.4. Quality Procedure Internal Audit (PM-8.02)
5.5. Quality Procedure Non-conforming Product Control (PM-8.06)

VI.

Attachment
6.1. NCR Product (Form No.: IV-01.012)

6.2. Corrective and Preventive Action Request (Form No. : IV- 01.014)
6.3. NCR Audit Internal (Form No. IV-01.016
6.4. Non conforming Investigation and Corrective Analysis (Form No.: IV-01.032)
6.5. Customer Complaint (Form No. : IV-01.084).

Prepared by:
ISO Team

Checked by:
Management Representative

Approved by:
President Director

Agus Purwantono

Apoleus Karo Karo

Roos Diatmoko

Form No.: II-01.001.Rev.A