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How should I respond to actions that are determined to be effective or ineffective?

Tracking actions keeps us informed as to whether actions are completed, still in place, or removed. In addition to this, we need to evaluate whether those actions were worth the effort and report on their effectiveness. Effectiveness evaluations should be formally performed for all significant/high-severity events.

If you determine that a corrective action is effective, this is the time to reinforce the benefits of the Problem Identification and Resolution (PIR) process to the organization. Consider doing the following:

  1. Communicating the success
  2. Adding the success to the annual PIR benefits list
  3. Congratulating the team that developed and implemented the action
  4. Sharing with the original reporter of the issue, as well as his or her department, the changes and benefits that have come from their willingness to report

If an action is judged to be not effective, this is a time to determine whether you need to try again and perhaps look at why you ended up here. Consider doing the following:

  1. Having the corrective action review committee formally determine whether to reopen the issue and try again or to move on.
  2. Generating a report for the ineffective action. Put it right back into the PIR process and send it through screening and trending. If you see an increase in issues that are not effective, you need to figure out what is going wrong.
  3. Providing feedback to the initial reporter and the department explaining that the action didn’t do what you wanted and that you are now taking other actions (i.e., whatever the corrective action review committee decides).

-Kenneth Rohde

(August 2012)