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Get A Grip:
Spotted a problem? Got a Solution?
CPAR it!
In GAC, we are always talking
about maintaining high standards and constantly
striving to improve.
Ramachandran Nair, Manager – Quality
Development for GAC Oman,
shares some thoughts on how those goals can be achieved by using
the CPAR. This is a form of staff communication that when used
properly, can build better, smarter operations, eliminate
failures and create immense positivity.
GAC’s ‘product’ is the service we
provide to our customers. So, knowing just how satisfied (or
not) our clients are is key to achieving high standards and
increased customer loyalty.
But how do we do that?
By focusing on regular feedback
from the customers. That feedback is always recorded in the
Customer Feedback Form. At the same time, customers’ comments
and complaints can also be recorded in a CPAR
(Corrective/Preventive Action Request) form. By entering client
feedback into this format, you start a process which can correct
any problems or weaknesses in the system. And by identifying and
tackling the issues, we
aim to eliminate the snags for
next time round.
Identifying problems
So what exactly do we mean by
‘corrective and preventive action’? In a nutshell, we mean
identifying the root cause of problems and taking appropriate
action to eliminate them. The CPAR process helps to give an
accurate picture of what went wrong and why. Once these factors
are properly defined, the investigator can
propose an action plan that avoids
recurrence in the future.
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