M-16 Continuous improvement

M-16 Continuous improvement refers to regulations 17(2)(e) and 17(5) and must be read in conjunction with regulations 5 and 6.

Purpose

To ensure the following opportunities for continuous improvement are developed to provide short-term solutions (corrective action) and to provide long-term ‘root cause’ solutions (preventive action).

• Employee and contractor suggestions
• Customer complaints and compliments
• Internal system failures
• Product and service non-conformance
• Supplier and sub-contractor problems
• Procedure changes and improvements
• Internal audits and external assessments

Corrective action is defined as action providing immediate short-term solutions.

Preventive action is defined as action derived from pro-active identification of potential issues before they occur.

Roles and responsibilities

• All employees and contractors
  All employees and contractors should have a responsibility and authority to submit continuous improvement proposals. These can occur when non-conforming services, systems, processes or procedures are discovered, or an opportunity for improvement is identified.
  
• (TBA)
  The (TBA) has the overall responsibility and authority to record and respond to continuous improvement proposals, to verify the effectiveness of corrective and preventive actions, and to provide appropriate reports for the management review meeting.
  
• Administration
  Administration has the day-to-day responsibility and authority to maintain continuous improvement record files.  

Procedure

1 Improvement opportunity identified

1.1 The originator of the improvement opportunity should submit a continuous improvement. This may be by completing a manual form or entering the details into an electronic form on line.

1.2 A continuous improvement number is allocated for tracking purposes, from a continuous improvement log record. An electronic system could usually self-generate these.

2 The (TBA) reviews the continuous improvement proposal

2.1 If the continuous improvement proposal is accepted, the (TBA) approves it.

2.2 If the continuous improvement proposal is not accepted, the (TBA) will enter an explanation into the continuous improvement system, including the reason for rejection. The continuous improvement proposal is then referred back to the originator. The originator should have the opportunity to modify the continuous improvement proposal if appropriate.

2.3 The modified continuous improvement proposal may be resubmitted for consideration.

3 The (TBA) allocates a priority

3.1 The (TBA) then allocates a priority and a target date for the development and implementation of the continuous improvement.

4 The (TBA) identifies continuous improvement/corrective/preventive actions

4.1 The corrective action is intended to provide immediate short-term solutions, addressing the actions required to correct the immediate problem. The preventive action will prevent re-occurrence of the problem or maximise the return from the opportunity.

5  Assign employees and/or contractors to implement corrective actions

5.1 The (TBA) assigns a named individual to be responsible for the implementation of the corrective action.

6  (TBA) verifies corrective and preventive action

6.1 The (TBA) is to carry out a ‘mini’ audit of items completed on the continuous improvement form to verify a solution has been developed. What is checked is to be recorded in the quality assurance verification section.

7 (TBA) reviews corrective/preventive action

7.1 If a review shows the corrective/preventive action is not satisfactory, the (TBA) will raise a new continuous improvement form.

7.2 If the corrective/preventive action is satisfactory, the (TBA) will sign and date the continuous improvement form.

8 Administration

8.1 Update continuous improvement record and file continuous improvement form

9  Administration to provide a summary for management meeting

10 Management review

10.1 Analysis of continuous improvement opportunities is to be carried out and the outcome of the analysis, including any trends, common causes or recurring issues, reported to the management review meeting by the (TBA).

(Example Only)

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