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10. Improvement

10.1 General​

In order to determine and select opportunities for improvement or to implement any necessary actions to meet the requirements of customers and relevant interested parties, or to enhance customer satisfaction, AAPMC drives improvement via the analysis of relevant data. The data inputs for the improvement process include:

  • Risk and opportunity evaluations;
  • Assessment of the changing needs and expectations of interested parties;
  • The conformity of existing products and services;
  • The effectiveness of our QMS;
  • Supplier performance;
  • Levels of customer satisfaction, including complaints and feedback;
  • Internal and external audit results;
  • Corrective action and non-conformance rates;

AAPMC also ensures that opportunities for improvement from daily feedback on operational performance are evaluated by the Top Management which are typically implemented through the corrective action system. Opportunities for improvement from analysis of longer-term data and trends are evaluated and implemented through the management review process and are prioritized with respect to their relevance for achieving our quality objectives. The overall effectiveness of continual improvement program (including corrective actions taken as well as the overall progress towards achieving corporate level improvement objectives) is assessed through our management review process.

10.2 Nonconformity and corrective action​

10.2.1​

Evidence of non-conformance, customer dissatisfaction or service weakness is used to drive our continual improvement system. Since problems may already exist, they will require immediate correction and possible additional action aimed at eliminating or reducing the likelihood of its recurrence.

Management with responsibility and authority for implementing corrective action are notified promptly of product or process non-conformities. Investigating and eliminating the root cause of these failures, using the 8D methodology, is a critical part of our continual improvement process.

AAPMC takes action to eliminate the cause of non-conformities in order to prevent their recurrence. Corrective actions are appropriate to the effects of the non-conformities encountered. The documented Corrective Action Procedure defines the requirements for:

  • Reviewing non-conformities, including customer complaints;
  • Determining the causes of product non-conformities and process deficiencies;
  • Evaluating the need for action to ensure that non-conformities do not recur;
  • Determining and implementing action needed;
  • Recording and reviewing the results of actions taken.

Follow-up audits are conducted in accordance with the internal audit process to ensure that effective corrective action is taken and that the action is appropriate to the impact and nature of the problem encountered. In addition, the Quality Manager summarises and analyses corrective action data to identify trends in order to assess the overall effectiveness of the corrective action system and to develop related recommendations for improvement.

The resulting corrective actions are reviewed for effectiveness and are reported to Top management in order to determine if changes to the QMS are required, or whether any new risks or opportunities need to be considered during planning. Documented information concerning the nature of any nonconformances and their resulting corrective actions is retained.

The corrective actions are considered effective if the specific problem was corrected and data indicates that the same or similar problems have not recurred. Results of data analysis and subsequent recommendations are presented to top management for review.

10.3 Continual improvement​

AAPMC continually improves the effectiveness of its quality management system through the effective application of the corporate policies, objectives, auditing and data analysis, corrective and preventive actions and management reviews.

The continual improvement process begins with the establishment of our corporate policies and objectives for improvement, based on objectives contained in our business plan and customer targets and goals. Customer satisfaction, internal audit data, process and product performance data, and the cost of poor quality or risk control are then compared against objectives or KPIs to identify additional opportunities for improvement.

The overall effectiveness of continual improvement program, including corrective actions taken, as well as the overall progress towards achieving corporate level improvement objectives, are assessed through our management review process.