Corrective actions and effectiveness review

Corrective actions make sure the organisation fixes the problem and not only the case.

Creating an action

An action has a title, a type, an owner and a due date. The owner must be someone who is allowed to see the case.

Tracking

The Corrective actions page lists actions across all the cases you can see, so owners and managers can chase them.

Overdue alerts

When an action passes its due date, the owner, the author and managers are alerted once.

Effectiveness review

After an action is completed it is reviewed for effectiveness: did the change stop the problem? Once reviewed it is frozen, so the record cannot be rewritten later.

Managing corrective actions needs the corrective actions permission.