Unformatted text preview: ree suggestions for encouraging employees to submit a report every
time they have a feeling that something might be wrong. Apply the RADAR questions
to these suggestions.
c. Parag. 3: Give one or two examples from your own workplace of the abnormalities
in parts a. and b. Do you agree that even the most minor abnormalities should be
d. Parag. 4a: Name all the processes in your company where abnormality reports
should be written.
e. Parag. 4b: Look at Figure 9.2a Prompt Report of Abnormality Situations. How
suitable would this form be for your company? Are there any changes that you
would make to it?
f. Parag. 4c: Describe how this procedure could be applied to a recent abnormality in
your company. How useful do you think this procedure is?
g. Parag. 4d: How quick is your system of delivering emergency reports? How
important is it that it should be quick? How could you speed it up? Action plan
Take the ideas you have found useful in the text, and in your discussion, and present them in
a well-structured action plan for introducing improvements in your company. You might like
to follow the 6-Point Structure. Alternatively you may choose to prepare one action plan
when you have discussed several texts. Unit 9 - Problem solving 10 A Roadmap to Quality 05-87581_unit 9.qxd 09/09/2005 11:49 Page 11 9.3 Emergency actions with
1. Abnormalities may be products that are not of the right quality – known as nonconforming products. First, take emergency actions to stop any more non-conforming
products being made and to deal with those that have been made. Only then should
you begin to investigate the causes. (But even if emergency actions remove or weaken
the abnormalities, always investigate and remove the causes.)
2. Take emergency actions to:
a. Prevent abnormalities getting worse.
b. Prevent abnormalities causing damage in subsequent processes.
c. Identify non-conforming products and confirm how exactly they are non-conforming.
Emergency actions should be accompanied by preliminary inspection reports. These will
also help to prevent the number of abnormalities increasing, or adversely affecting
3. To ensure that emergency actions will be as effective as possible, decide in advance:
a. Who will be in charge.
b. Who will be responsible for taking emergency actions.
c. What procedures should be followed.
This will make it much easier, if an emergency action is required, to change the process
conditions, suspend processes and segregate products quickly and correctly. (Process
conditions are the location, equipment, employees, temperature etc. where the process
is carried out.)
4. A number of organisational procedures need to be clearly defined:
a. The methods to be used to confirm that abnormalities are starting to emerge and to
b. The management level at which a final decision will be taken about non-conforming
c. The method to be used to confirm that decisions have been implemented.
These procedures can be presented in a process flow chart known as a QC Process
Chart. A QC process chart is the basic standard for managing the work site.
(See Text 14.1 for more information about QC process charts. You will find examples in
Figures 14.1a, 14.1b and 8.2a.) A Roadmap to Quality 11 Unit 9 - Problem solving 05-87581_unit 9.qxd 09/09/2005 11:49 Page 12 ISO 9001
5. ISO 9001 calls for construction of the following system for managing non-conforming
a. Control of non-conforming products.
To prevent non-conforming products being used or shipped carelessly, make clear:
i. The methods for identifying and separating non-conforming products.
ii. The procedures for implementing these methods.
iii. Who is responsible.
In this context, non-conforming products include, as well as finished products:
iv. Purchased materials and procured parts whose abnormalities were identified in
v. Products left unfinished because of abnormalities that emerged during production
b. Review and dispose of non-conforming products.
i. Responsibility for confirming the contents of non-conforming products.
ii. Authority for taking action for dealing with non-conformities.
Do not allow employees to process non-conforming products in a random, arbitrary
manner. Watch out for those who may do so, or who may take actions that do not
conform to the regulations.
The ISO 9000 series introduces the following four methods for processing nonconforming products:
ii. Accepting with or without repair by mutual agreement.
iii. Using them for alternative applications.
iv. Rejecting or scrapping them.
It is important to fix these procedures clearly in advance and decide who is to be in
charge of them. Discussion
The following questions ask you to think about how the ideas in the text could be applied in
your company. Some of the ideas may not be relevant to you. Concentrate on what is
relevant. Keep notes of your conclusions – you will...
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This note was uploaded on 10/07/2013 for the course MKT marketing taught by Professor Anamika during the Spring '12 term at Punjab Engineering College.
- Spring '12