Term
Incident Resolution and Prevention (IRP)
Slide 8
AGibson |
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Definition
| to ensure timely and effective resolution of service incidents and prevention of service incidents |
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Term
| 1. Describe how you establish an approach for incident resolution and prevention |
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Definition
| I establish an approach for incident resolution and prevention through Section 2.10 of PMP which identifies issue resolution plan for an incident in QP 16 and for prevention in QP 17. |
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Term
| 2. Describe how you establish an incident management system |
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Definition
An incident management system is established via QP 16 specifically the corrective action request form to identify the incident or deficency. The Recipient of the CAR will ID the cause and corrective action to solve the problem..
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Term
| 3. Describe how you identify and record incidents |
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Definition
| I identify incidents through non conformities of not meeting the requirements and through customer complaints. The incident is recieved on a Corrective Action form and logged in the CAR Tracking log by QA. |
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Term
| 4. Discuss how you analyze the incident data |
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Definition
Incident data is analyze by looking at documents to identify an defiencies or non corformities. For example the Qa can look at HCM recruiting records, looking at requirements (contact Requirement review), reviewing BSR at issues underlining projects to determine a deficiencies. For example the hiring of web programmer was on the issues log for 4 months until such time the QA and I met to determine how this deficiency could be corrected.
CAR form sent to the the recipent again ID defiency, Underlining cause of defiency, and corrective action to prevent recurrence. |
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Term
| 5. Discuss how you apply workarounds to selected incidents |
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Definition
| Recepient of CAR addresses corrective actions to prevent recurrence of the incident in Section 3 of the CAR. |
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Term
| 6. Describe how your project addresses underlying causes of selected incidents |
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Definition
| AAAP along with other projects use QP16 Corrective Action Procedure to identify underlying cause on a Corrective Action Rquest form iSection 2.1.3 (cause of defiency) addresses the underlying cause or causes for a selected incident |
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Term
| 7.Describe how your project monitors the status of incidents |
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Definition
| The QA monitors the status of incidents via the Corrective Action Request Log. |
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Term
| 8.Discuss how you communicate the status of incidents |
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Definition
| The PM provides feedback to client, if applicable or to the department or responsible individual -- QP 16.7 |
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Term
| 9.Describe how you analyze various incidents for common causes |
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Definition
| QA will review available information in order to identify potential problems. QA will analyze information and trends to determine if there's an opportunity for a preventative corrective action QP 17 |
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Term
| 10. Discuss how your plan actions to address underlying causes of the seleted incidents |
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Definition
| After QA identifies the preventive corrective action, Notify the responsible department; ID the potiential nonconformity; recommend the necessary action to stop the problem from occuring;a nd document action items. The appropriate department will implement Preventive action. QA will confirm PA taken were effective and solved the potental problem. PA Results are documented in QMS Management review. |
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