Corrective ActionFlow Chart

Rev: 0.0 CA Flow Charts

CA Process Flowchart

A diagram that uses graphic symbols to depict the nature and flow of the steps in a process.

Benefits of Using This Flowchart

Promotes understanding of a CA process Identifies problem areas and opportunities for

process improvement Provides a way of training employees

Symbols Used In This Flowchart

Start / End

Process Step

Decision

Connector

Termination

Brief Description• List of problem areas identified in Area

• The objective is to prevent similar incidents happening

Again globally

• Pro-active steps taken to enable prevention of such

incidents

• Involves identification of fundamental parameters

which need attention.

• Identification of Corrective Action which are globally actionable and

measurable

Step-I

RCA AnalysisReceipt of RCA

Check for the Rtop no, capability and client affected

Study the Executive Summary to understand the problem statement

Check the key finding & key action to eliminate and the work around .

Study the Incident History & the action list

Study in detail the RCA analysis

Cont.

Link

Step-I Cont.

RCA Analysis

Note the RCA owner, Problem mang for further correspondence.

Check the cause category for vendor, responsibility etc

Check Section 6 of RCA “Lessons learnt from this RCA (Advice to others)”

Is the Action as per RCA global ?

No Yes

NOTES: RCA is the Input documents for CADetail study & Analysis of RCA is done to determine the CA CA is further checked if it is global, actionable and measurable.Based on the answer of global in nature or not, further course of action is decided explained in subsequent slides

Step-II

Deep Dive Analysis

Receipt of Deep Dive

Check for the Rtop no and client based on RCA

Check the columns 1. “How could we have detected this quicker?” 2. “How do we prevent this from happening

again?”

Check the columns 1. “Failed to Follow Documented Process “ 2.”

Actual Change Issue”

Cont.

Link

Study the columns 1. “Initial Documented RC Error “ 2. “ROOT

CAUSE STATEMENT (Following Deep Dive)”

Step-II Cont.

Deep Dive Analysis

Check for the column “Avoidable”

Check the column” What help do we need from Capability Owner?”

Check the column “Is this relevant to a broader community?”

Link

Is the Action as per

Deep Dive global ?No Yes

NOTES: Deep Dive enables to finalize the CA based on the answers from the columns like 1. ” What help do we need from Capability Owner?” 2. “How do we prevent this from happening again?”Deep Dive help to understand if the issue is avoidable and is global in nature.

Step-III

Option-I Step I (RCA Analysis) decision Box answer is NO Step II (Deep Dive Analysis) decision Box answer is NO

“Inform all the stake holders that the Issue is client specific and there is no

Global Action”

Step-III

Option-II Step I (RCA Analysis) decision Box answer is YES Step II (Deep Dive Analysis) decision Box answer is YES

CA Review:

Freezing the CA based on RCA & Deep dive

Expert Review of the CA

Review of the CA by SPOCs

Is the CA approved by

SPOCs based on global action?

No Yes

Go to Step-III Option-I

Go to Step-IV

Step-III

Option-III Step I (RCA Analysis) decision Box answer is NO Step II (Deep Dive Analysis) decision Box answer is YES

CA Review:

Freezing the CA based on RCA & Deep dive

Expert Review of the CA

Review of the CA by SPOCs

Is the CA approved by

SPOCs based on global action?

No Yes

Go to Step-III Option-I

Go to Step-IV

Step-III

Option-IV Step I (RCA Analysis) decision Box answer is YES Step II (Deep Dive Analysis) decision Box answer is NO

“Inform all the stake holders that the Issue is client specific and there is no

Global Action”

Step-IV

Posting CA in Intranet

Check for the responses in posted Flash

Check if all the capability have responded for the posted Message within 5 days.

Reconcile the data of the responses from Capability leads.

Compile the data, for the clients were CA has to be implemented.

Have all the capability

responded for the flash message

NoFollow Up with capability leaders for

response

Yes

Initiate the Project

NOTES: As the CA is Global, it is assumed that there will be clients were CA has to be implemented. Still if the response from Capability shows no clients, we have to close the posted message after informing all the stake holders.

Project Flow

NOTES: The Project Flow attached is a draft Schedule. Based on the scope of the project the schedule will be prepared. Duration of the activities are assumed. Actual duration will be discussed with team and finalized.

Thank You!!