Deviation management, improvement proposals, and customer complaints
Deviation management is a process used to handle deviations and customer feedback.
Quite logical.
The point is that when we handle events like deviations and customer feedback effectively, we can improve our products and services while improving customer experience.
A deviation arises when a requirement is not met. It can relate to a product, a service, a working method, a legal requirement, or a management-system requirement.
Deviations and suggestions for improvement are connected, but they are not the same thing. A deviation needs handling and sometimes corrective action. An improvement suggestion can also arise when no requirement has been breached.
Now that you are moving towards certification, the concept of “continuous improvement” will come up repeatedly, and deviation management is a process for just that: constantly improving by proactively and reactively acting on events, observations, and ideas within the organization.
With the right tools, training, and culture, this can contribute to increased quality, efficiency, and customer satisfaction.
Below is a quick guide to get started with deviation management.
- Define what a deviation or non-conformance looks like for your organization: It’s essential to have a clear definition so that everyone understands what to look for and report.
- Create a process for reporting and handling deviations: The process should be clear and easy to follow and include how information about deviations should be documented and tracked.
- Train staff: Make sure everyone in the organization understands what a deviation is, how to report it, and what happens when they do it.
- Implement a system to manage deviations. It can be an IT tool or a manual system depending on your needs.
- Follow up and evaluate the process regularly: make sure the process works, actions have the intended effect, and necessary evidence is retained.
- Communicate effectively: Communicate regularly about how the process works, what results you see, and what actions are being taken to fix issues.
- Customize the process to your needs: Every organization is unique, so ensure your process is tailored to your needs and challenges.