Practical Corrective Action for Managers

NCR/CAR Handling & Performance Monitoring for Managers, Supervisors & Team Leaders

By the end of this 1-day practical and interactive course & workshop management team members will be able to resolve NCRs (nonconformity reports) and CARs (corrective action requests) in a timely and effective manner, and understand how to monitor and ‘actively manage’ both QMS performance and process-level effectiveness (PEARs).

An integral part of this course is instruction in a battery of problem solving methods including 5-WHYs, Fishbone Diagram and 8-D.

TEC Transnational’s highly interactive 1-day Practical Corrective Action for Managers training course explains through the use of examples how members of the management team should deal with NCRs (nonconformity reports) received from internal audits, customer audits and third-party (Certification Body) audits. The session also covers CARs (corrective action requests) raise by customers as a result of ‘quality escapes’ and ‘delivery problems’.

Course topics include -

Understanding nonconformities

  • Requirements
  • Objective evidence
  • Nonconformities
  • Sources of nonconformities

Formulation of nonconformities

  • What to look for in an effective nonconformity
  • Writing an effective written nonconformity
  • The ‘nonconformity template’

Exercise – writing a nonconformity (1)

Introduction to corrective action

  • ISO terminology
  • Identifying nonconformities

Exercise – writing a nonconformity (2)

Understanding AS9100 series of standards requirements or corrective action

  • AS9100 - Nonconformity and corrective action
  • The corrective action process for managers
  • The P-D-C-A cycle
  • Elements of ‘disciplined’ (8-D) problem solving
  • Understanding causes
  • Understanding the three types of causes

Techniques for determining causes

5-Whys methodology

Exercise - “the milk went sour”

  • Alternative logic paths – ‘why trees’
  • Identifying ‘factors’

Fishbone diagram

  • seeking root causes from 'different perspectives'
  • evaluating 'multiple-root causes'
  • selecting the 'most likely' root cause

Exercise – burned toast far too often!

  • Understanding the ‘therefore test’
  • Using ‘Fishbone’ and ‘5-WHYs’ in tandem!

Refining the search for a root cause

  • Locating and verifying the ‘point of cause’
  • Structured questioning – 4W2H1W
  • IS – IS NOT questioning methodology
  • Applying the “therefore test”
  • Seeking root causes from three ‘perspectives’

Devising countermeasures

  • ICA (interim containment action) – correction
  • Generating ideas for countermeasures
  • Assumption busting process
  • Risk evaluation of potential countermeasures

Documenting corrective actions

  • Understanding the NCR (nonconformity report)
  • Understanding nonconformity responsibilities!
  • Recording of action(s) and corrective action(s)
  • Using the 8-D form

Exercise – supplier not meeting requirements!

Management of QMS performance and Customer satisfaction

  • Understanding process-level metrics

Exercise – the hidden factory

  • Establishing, measuring, monitoring
  • the effectiveness of processes
  • Relate process-level metrics to QMS metrics
  • Working with ‘PEARs

Exercise – extended Q & A session

Public course

Our public courses are run at the Woodland Grange Conference Centre in Warwickshire

The course fee includes a 3-course lunch and refreshments during both days

Course dates
On-site course

In-company courses may be organised at any time and are extremely cost-effective on a ‘cost-per-student’ basis. The host company is responsible for the venue costs.

We can accommodate up to 10 (maximum) delegates per session.


All members of the organization's management team -

  • Top Management
  • Process/Department Managers (at all levels)
  • Process Owners
  • Purchasing/Procurement managers

This highly interactive and practical session provides all the guidance needed to ensure that members of the management team can handle responses to NCRs in an effective and value-adding manner. The syllabus includes a battery of quality tools and details a tried-and-tested methodology for resolving NCRs. Everything is taught through examples, case studies and team exercises.

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All participants will receive a training certificate containing the TEC Transnational logo – confirming their understanding of the corrective action process.

Larger teams might benefit from our in-house courses. Fill out the form below and we will contact you with further details.