QUALITY SYSTEM DEPARTMENT
CAR CONTROL TRAINING
BY :
QUALITY SYSTEM DEPARTMENT
TRAINING OBJECTIVE
• TOPIC: CAR CONTROL TRAINING
• Knowledge:
– Definition of Correction, Corrective Action
– Usage of CAR Control
– Benefits from CAR Control
– Proper method of writing & follow up of CAR
– How best achieve benefits from CAR control
– Pre/In/Post process of Inspection and Test
– Preventive Action
• Attitude:
– Change the misconception on usage of CAR
• Skills:
– Able to issue CAR as per requirement of ISO 9001:2015
– Control & Monitoring Mechanism
– Able to train other site staff on proper CAR Control
• Habits:
- Consistent CAR Control approach in all projects under IJM Corporation
inclusive IJM Construction, RBM, IJM Land and subsidiaries.
• CONTENT
1 INTRODUCTION
2 DEFINITION
3 CORRECTIVE ACTION REQUEST
3.1 ISO 9001:2015 Requirement
3.1.1 Control of Nonconforming Product
3.1.2 Corrective Action
3.2 IJM Quality Procedure
3.3 Corrective Action Request Form
3.4 How To Write A CAR
3.5 To Whom Is CAR Issued
3.6 What Is The Duration For Reply & Follow Up
3.7 What Is CAR 3 Monthly Review
3.8 How To Benefit From CAR Control
4 PREVENTIVE ACTION
4.1 ISO 9001:2015 Requirement
APPENDICES
Appendix 1 – Flow Chart of CAR action taken & close out phase
Appendix 2 – Sample of CAR Summary
Appendix3 - Sample of Inspection and Test Plan
1 INTRODUCTION
As a requirement of the MS ISO 9001:2015 Quality management system
requirement under clause 8.5, Improvement, the organization shall
continually improve the effectiveness of the quality management system
through the use of the Corrective and Preventive Action
2. DEFINITION OF CORRECTION, CORRECTIVE ACTION &
PREVENTIVE ACTION
What is Non-Conformity ?
Product which does not conform to its requirement /s
What is correction?
Correction is action to rectify or eliminate a detected Non-conformity.
What is corrective action?
Corrective action is action to eliminate the cause/s of a detected
Non Conformity.
What is Preventive Action?
Preventive Action is action to eliminate the cause/s of potential
Non Conformity
3. CORRECTIVE ACTION REQUEST (CAR)
3.1 ISO 9001:2015 Requirement
3.1.1 Control of Nonconforming Product ( Clause 8.3 of ISO 9001:2008)
The organization shall ensure that product which does not conform to product
requirements is identified and controlled to prevent its unintended use or delivery.
A documented procedure shall be established to define the controls and related
responsibilities and authorities for dealing with nonconforming product.
Where applicable, the organization shall deal with nonconforming product by one
or more of the following ways :
a) by taking action to eliminate the detected nonconformity;
b) by authorizing its use, release or acceptance under concession by a relevant
authority and, where applicable, by the customer;
c) by taking action to preclude its original intended use or application.
d) by taking action appropriate to the effects, or potential effects, of the
nonconformity when nonconforming product is detected after delivery or use
has started.
When nonconforming product is corrected it shall be subject to re-verification to
demonstrate conformity to the requirements.
Records of the nature of nonconformities and any subsequent action taken, Including
concessions obtained, shall be maintained.
3.1.2 Corrective Action (Clause 8.5.2 of ISO 9001:2008)
The standard defined that an organization shall take action to eliminate the causes
of non-conformities in order to prevent recurrence and shall be appropriate to the
effect of the non-conformities encountered. Documented procedures should be
established to define requirements as below:-
a) reviewing nonconformities (including customer complaint),
b) determining the causes of nonconformities,
c) evaluating the need for action to ensure that nonconformities do not recur,
d) determining and implementing action needed,
e) record of the results of action taken and
f) reviewing the effectiveness of the corrective action taken
“ Yon can get rich by preventing defects”
“ It’s always cheaper to do the job right first
time”
3.2.1 IJM Quality Procedure
Control of Non Conforming Product / Material
(QP-QD-04)
Corrective Action Procedure
(QP-QD-07)
Preventive Action Procedure
(QP-QD-08)
3.2.2 IJM Land Procedure
Corrective Action and Preventive Action Procedure
(QSSE-P04)
Handling of Customer Feedback and Non-Conforming Products
(QSSE-P03)
3.3 CORRECTIVE ACTION REQUEST FORM
PART A: Details
- CAR No, Date Issued
PART B: Nonconformity Statement
- the non conformity statement should have details as follows;
1) Location / Identification
2) Evidence
3) Reference / Requirement
4) Nature
PART C: Proposed Correction
- Action needed to rectify defects.
Factor(s) Causing Non Conformity
- To conduct analysis to trace the root causes of the nonconformance.
PART D: Proposed Corrective Action
- Propose action to eliminate the root causes of non-conformity.
PART E: Verification of Correction and Corrective Action
- The originator is required to verify that correction and corrective
action carried out is adequate and effective. After which the CAR is
considered closed.
“Eighty five percent of the reasons for failure
to meet customer expectations are related to
deficiencies in systems and process rather
than the employee” – [Link]
“The role of management is to change the
process rather than badgering individuals to
do better”.
In other words, look for the root causes, not
the “root who”
Machines
Manpower /Tool Material
Lack of Skill Inappropriate Late Order
Wrong type
Insufficient
Insufficient
Not Available
Language Barrier Poor
Knowledge
to use
Poor
Quality
Buildability
problem Poor
Knowledge
Poor Design Attitude High Cost
Poor planning Poor Checking
Under Budget
Improper Inappropriate
Interpretation
of result
Methods Measurement Money
Cause & Effect Fishbone Diagram
1 H and 5 W method
Who
How
Why
5W What
When
Where
CORRECTIVE ACTION FORM For IJMLAND
(QSSE-P04-F01)
CUSTOMER FEEDBACK REQUEST FORM For
IJMLAND
(QSSE-P03-F01B)
3.4 HOW TO WRITE A CAR
Having identified the problem through effective technique, it is necessary to
report good, clear non-conformance statements.
Nonconformity statements must be clearly understood by senior
management, who may not be fully familiar with all the requirements; convey
the requirement that is not being met, the nature and factual evidence of the
nonconformity.
The main source of information for a nonconformity statement should have
details as follow;
a) Location / Identification
- place / location or identification where nonconformance
occurred or seen
e.g. gridlines, block, level etc AND on what structure or element
e.g.. Beam, column, slab etc
b) Evidence
- something you see
- proof / evidence of nonconformity/defects eg. Checklist,
photograph, test report etc
c) Reference/ Requirement
- defect or nonconformity that can be made reference e.g.
procedure, work instruction, drawings, specification, customer
requirement, statutory requirements, also refer to ISO 9001
clause, etc.
d) Nature
- what is the nature of nonconformity/defects, e.g.
honeycomb, out of alignment, concrete workability, not
following the specification etc.
NOTE: Mnemonic of the effectiveness in writing CAR is LERN
EXAMPLE 1
(IJMC)
IJMC/TNS2/05-16 03-06-05
THE NAUTILOUS SIDE PHASE 2
SPEC. NO. SP/BW/01
BRICKWORK
S. RAMESH MR. DON JOHNSON (Blue Wave S/B)
During site inspection, it was noted that Brickwork at Unit 5, Medium Cost Apartment, gridline
21–25 / A-D laid without exmet. Requirement of brickwork specification ref. No SP/BW/01,
where exmet must be placed at every fourth brick course interval.
S. RAMESH MR. DON JOHNSON
03-06-05 03-06-05
EXAMPLE 2
(IJMC)
IJMC/TNS2/05-12 21-05-05
THE NAUTILOUS SIDE PHASE 2
RWI No.: 007
REINFORCED CONCRETE WORKS
S. RAMESH MR. DON JOHNSON (Blue Wave S/B)
During post concreting inspection on 21/05/05 for cast column at gridline A/1 Level 2, Block A,, a
major honeycomb noted at the base of the column. Refer inspection checklist reference no. RWI
No: 007 dated 21/05/05 and attached photograph.
S. RAMESH MR. DON JOHNSON
21-05-05 21-05-05
EXAMPLE 3
(IJMC)
IJMC/TNS2/05-17 03-06-05
THE NAUTILOUS SIDE PHASE 2
Construction Drawing
SUBSTRUCTURE WORKS
S. RAMESH MR. DON JOHNSON (Blue Wave S/B)
Pile cap Type 6 at gridline 3A/6, Medium Cost Apartment,Block A, has bulged out of
dimension (refer post concreting inspection ref no. RW1/101/PP and photograph attached)
The required dimension as stated in drawing no : IJM/PW/PC/01 Rev. 1 for pile cap type
6 is 1200mm(L) x 1100mm (w) x 900mm (H)
.S. RAMESH MR. DON JOHNSON
03-06-05 03-06-05
3.5 TO WHOM IS CAR ISSUED
Normally for Site CAR issued to our self, subcontractors and suppliers.
Project site also receive external CAR when issued by external supervising
authority like consultant/ client/ authority
Table 1
ORIGINATOR ACTIONEE
IQA Auditor PM
Internal CAR PM ,QA/QC or Supervisor,
designated personnel Subcon, Supplier
External CAR Client/Consultant/ Authority Ourself,
Subcon,
Supplier
3.6 WHAT IS THE DURATION FOR REPLY & FOLLOW-UP
Reply the CAR:
1- Reply Proposed the non-conformance:-
- Prefer time suggested by originator
2- Correction:-
- Depend on the serious/ urgency of the non-conformance
3- Corrective Action:-
- Immediately upon acceptance of reply
( proposed corrective action)
Follow-up and Close Out:
Follow up usually is more straightforward and it may take various forms,
Including
- verification based on record,
- work instruction,
- verification based on evidence obtained, etc.
Closing out:
When effective corrective action has been verified, the originator should
close out the CAR. Factual evidence supporting this decision should be
recorded on the CAR. The follow up and close out sequence is shown in
the flow as in Appendix 1
APPENDIX 1
Correction/Corrective Action
Taken
Record evidence.
Follow-up Do not close out CAR
(Re propose)
NO
Correction/Corrective
Action Effective?
YES
Record Evidence on
CAR and Close Out.
Maintained & Update
Site CAR Log
End
Flowchart indicating the flow for monitoring CAR action taken and close out phase
3.7 WHAT IS 3 MONTHLY CAR REVIEW/QUALITY SYSTEM
MEETING
As per requirement of ISO 9001:2008 clause 8.5.2 item (f) which requires
reviewing effectiveness of corrective action taken. Company procedure
states, the first CAR Review Meeting is to be conducted every 3 month
from the Letter of Award and to be continued on 3 monthly intervals
throughout the project or as and when required.
Basically item to be discussed in the 3 monthly CAR Review Meeting are:
1) Type of CAR; Internal or External,
2) Brief description of defects,
3) Root causes,
4) Corrective Action method and effetiveness,
5) Preventive Action & Effectiveness
7) Estimated CAR Cost.
8) CAR Analysis - trends
9) Continual Improvement
10) Training Needs
11) Customer Satisfaction
12) Achievement of Quality Policy & Objectives
13) Resource Provisions
The sample form of CAR Summary & CAR Cost Summary (CAR Cost
Summary) as per Appendix 2
3.8 HOW TO BENEFIT FROM CAR CONTROL
a) Effective corrective action formulated by analyzing the root cause of
non-conformance / defects will prevent future recurrence of problems.
b) Timely close out of CAR’s will prevent delay in transitional handover
from trade to trade.
c) Periodic review of CAR’s issued will allow Project Management to
focus on problem areas and as a result effective mitigation actions can
be taken.
CAR’s can reveal problems like:
- wrong construction methods, poor documentatiom
- defect in design,
- use of unsuitable material / tools or equipment etc
- skill level, training needs.. etc
Sample Of CAR Summary
Sample Of CAR Control Log and Defects Grouping
CAR Control Log and Defects Grouping Form
(Updated Version)
Sample Of Inspection and Test Plan
Appendix 3
Inspection and Test Plan for Reinforced Concreting Work
4. PREVENTIVE ACTION
4.1 ISO 9001:2008 Requirement ( Clause 8.5.3 )
Standard defined that an organization shall determine action to eliminate
the causes of potential non-conformities in order to prevent their
occurrence and shall be appropriate to the effects of the potential
problems.
Documented procedures shall be established for following requirements:
a) determining potential nonconformities and their causes,
b) evaluating the need for an action to prevent occurrence of non
conformities,
c) determining and implementing action needed,
d) records of results of action taken,
e) reviewing the effectiveness of the preventive action taken.
PREVENTIVE ACTION
Video 1
The High Cost of Poor Quality
Tangible Costs
• Inspection and reinspections
• Scrap/reject
• Rework
• Warranties
• Delay and extra cost
Intangible Costs
• Lost Customers
• Longer Cycles
• Low moral
• Loss credibility and reputation
IF THEN
You know the solution to your Implement the solution
problem / opportunity
You don't know the solution but Identify Best Practice and
you suspects others do Implement
The impact solving the problem / Cancel the project
opportunity is small or not
strategically important.
We need a paradigm shift in how we do things : from reactive to predictive mode.
“Do Right at First”
END
&
Thank you