Title: Global corrective action preventive action process and solution: insights at the Nokia Devices operation unit

Authors: Anne-Maarit Majanoja; Linnéa Linko; Ville Leppänen

Addresses: Department of Information Technology, University of Turku, FI-20014 Turun yliopisto, Finland ' Turku Centre for Biotechnology, University of Turku, FI-20520 Turku, Finland ' Department of Information Technology, University of Turku, FI-20014 Turun yliopisto, Finland

Abstract: Global manufacturers need to conduct efficient and timely continuous improvements in their operations to eliminate the causes of non-conformities or other undesirable situations. In this research, action research was performed at Nokia Devices. We examine the elements of the operation unit's corrective action preventive action (CAPA) activities and their close interconnection with product, logistics and insurance delivery quality (DQ). We demonstrate a globally integrated IT solution for DQ claims and CAPA cases, and the effects on DQ performance. The identified key success factors were knowledge and skilled personnel executing the CAPA process, organisational control and governance, quality and customer-centric operation, professional leadership, clarity of ownership, a total control of all trade customer claims, and performance monitoring. These factors improved the global DQ performance, and reduced the cost of operation rework, returned materials and/or final end products. The factors and our CAPA C5 model could be adapted by other companies for their operations.

Keywords: corrective action; preventive action; CAPA; delivery quality; delivery performance; Nokia Devices operation unit; quality practices; customer perceptions; global IT solutions; action research; critical success factors; CSFs; organisational control; governance; customer-centric operation; professional leadership; ownership clarity; trade customer claims; performance monitoring; product delivery; logistics delivery; insurance delivery.

DOI: 10.1504/IJPQM.2017.080691

International Journal of Productivity and Quality Management, 2017 Vol.20 No.1, pp.29 - 47

Received: 22 Apr 2015
Accepted: 05 Jun 2015
Published online: 04 Dec 2016 *

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