Customer Care
      Back to home
      1. Lango Learning
      2. Customer Care

      Corrective Actions and Preventative Actions

      To establish a systematic process for identifying, implementing, and monitoring corrective and preventative actions after a complaint or incident, using Root Cause Analysis (RCA) for both immediate and long-term solutions.

      Define the Issue

      • Summary: Clearly summarize the problem that prompted the CAPA.
      • TBC: Documentation: Link this summary to the RCA findings documented in HubSpot, ensuring continuity and easy traceability for team members.
      • Objective: Provide context for CAPA actions by briefly explaining the nature and impact of the issue.

      Corrective Actions (CA)

      • Goal: To address and resolve the immediate problem to satisfy the client and rectify any present issues.
      • Action Steps:
        1. Develop Immediate Actions: Based on the RCA, determine the specific steps necessary to resolve the current issue. These should address the root cause and any associated issues that may have arisen.
        2. Assign Responsibility: Designate a responsible team member for each corrective action.
        3. Set Deadlines: Define a clear timeline for implementing each corrective action, especially if client deadlines are involved.
        4. Communicate Actions to Client: Prepare a client-friendly summary of the corrective actions being implemented, focusing on transparency and accountability.

      Preventative Actions (PA)

      • Goal: To implement changes to prevent similar issues from arising in future projects.
      • Action Steps:
        1. Identify Process Improvements: Based on RCA insights, pinpoint any workflow or procedural gaps that could lead to recurrence.
        2. Define Preventative Measures: These could include additional training, adjustments to standard operating procedures, tool upgrades, or workflow enhancements.
        3. Assign Responsibility and Timeline: Allocate specific team members for each preventative action and establish realistic timelines.
        4. TBC: Documentation and Communication: Record these preventative actions in HubSpot under the complaint ticket for visibility. Inform relevant stakeholders about process changes to ensure adherence.