Course overview
By the end of this 1-day course & workshop management and process owners 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).
Sources of NCRs and CARs come from CB audits, customer audits & complaints and, of course, internal audits
The course specifically addresses ISO-9001-based standards (clause 10.2 Nonconformity and corrective action) and is applicable to AS9100 series, AS13100, IATF 16949, AQAP 2110 and AQAP 2310. For aerospace, the root cause codes now being requested by the IAQG are incorporated.
An integral part of this course is instruction in a battery of problem solving methods including ‘Fishbone’ and ‘5-WHYs’ in tandem!
A major feature are the Workshop Sessions in which attendees present their own NCRs for analysis and resolution.
Course details
Introduction & Welcome
Explanation of the highly interactive nature of the course, stressing that the majority of the time will be spent undertaking practical activities and workshops
Introductions of the tutor(s) and participants
Agreement of course rules and timekeeping
Purpose and value of audits
Understand that audits uncover deficiencies in QMS processes (nonconformities)
Learn that audits evaluate evidence and generate findings, and there are three types of audit
Appreciate that audit findings provide top management with information on the performance and effectiveness of the QMS
Nonconformities and corrective actions explained
Understand nonconformities and applicable QMS requirements
Learn about sources of nonconformities, their criteria and types
Appreciate the difference between correction, corrective action and preventive action
Understand ISO 9001-based standards common requirements for corrective action
Standards, clauses and audit questions
Appreciate how auditors create their questions
Understand the structure of QMS standards
See how auditors create audit questions
Audit activities, sequence and NCRs
Understand the sequence of audit events
Learn about –
Nonconformity report (NCR) template
Organization’s planned activities template
The 1-page nonconformity report (NCR) form
Classification of NCRs
Understand how CB auditors classify NCRs as either major and minor
Appreciate the difference between ISO 9001 and AS9100 classifications
Learn how to respond to a request for containment, soft grading and repeat nonconformities
1. Nonconformities based on audit findings
Appreciate how auditors record the details of a nonconformity on an NCR
Learn now to react to an NCR, determine the root cause(s) and take necessary corrective action
Understand how to summarise and record the organization’s planned activities
2. Nonconformities based on customer performance and satisfaction
Understand AS9100 requirements for customer satisfaction
Learn how to deploy corrective action(s)
3. Nonconformities based on current manufacturing issues and operation process effectiveness
Understand process effectiveness requires conformity and performance
Become proficient in handling and scoring ‘PEARs’
Learn how to deploy corrective action(s)
4. Nonconformities based on new product development
Understand the principles and practices of new product development – and the ‘quality focused’ approach imposed by APQP & PPAP
Learn how to deploy corrective action(s)
5. Nonconformities based on supplier issues
Understand that your organization is responsible for the conformity of all externally provided processes, products, and services
Learn how to monitor supplier performance
Appreciate the need to ‘flow down’ corrective actions to suppliers
Learn how to deploy corrective action(s)
Summary of root cause determination models
Learn about different models and methodologies for determining root causes
Appreciate the IAQG root causes classification
Learn how to deploy corrective action(s) and never accept ‘human error’ as a root cause!
Corrective action responsibilities for QMS audit nonconformities
Learn about audit activities, participants and their responsibilities
Appreciate how the CBs manage nonconformities for the certification program
Understand the documentation of the nonconformity report (NCR) – and who is responsible for what
Reviewing/rejecting an auditor’s NCR
Understand that auditees are required to acknowledge, respond and react to NCRs
Learn that they can, of course, reject them – provided this can be justified!
Example: audit of inspection gauge calibration
Auditee’s appeal for NCR withdrawal – justified?
Auditee’s appeal upheld – NCR withdrawn
Workshop sessions
Multiple workshops focused on actual NCRs presented to your organization
acknowledge, respond and react to the nonconformity
take action to control and correct it and deal with the consequences – i.e. containment
review and analyse the nonconformity – i.e. accept/reject with reasons
determine if similar nonconformities exist, or could potentially occur
devise and select effective systemic corrective action(s)
deploy the selected action(s)
verify the effectiveness of action(s)
update risks/opportunities, if necessary and give consideration of the impact on similar processes and products
make changes to the quality management system, if necessary
Document your organization’s planned activities
Containment Action(s):
Correction(s):
Root Cause(s):
Corrective Action(s):
Communication to the auditor
Closure of the NCR
Read-across – if applicable
Who should attend
All members of the organization's leadership team -
Top Management
Process/Department Managers (at all levels)
Process Owners (manufacturing and assembly)
Purchasing/Procurement managers
Deliverables & benefits
This highly interactive course and workshop provides all the guidance needed to ensure that members of the leadership team can handle responses to NCRs & CARs 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 & CARs. Everything is taught through quizzes, examples, scenarios and team exercises.
The IAQG’s 'root cause codes', now being used by the CB Auditors, are included.