Reporting Investigating and Analysis

Data should be available at every phase of the service quality loop from soliciting business through client reaction and feedback. The collection and analysis of data is a means of improving the service or conversely can detect the onset of an insidious degradation of the service before it becomes a major issue. 

Check whether a documented system is in place, which covers the reporting, investigation, root cause analysis and corrective actions taken. 

1 98 APPENDIX C. SAMPLE TOLLER ASSESSMENT QUANTITATIVE FORMAT 

Look for any evidence that the toller puts in an effort to try to determine the value of quality loss. 

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Management must institute procedures to assess levels of compliance with agreed standards for safety. Techniques include environmental and/or biological monitoring, health surveillance, safety audits, safety inspections, and procedures for accident reporting, investigation and analysis. Communication is essential, e.g. by provision of information (on specific chemicals, processes, etc.), safety meetings, notices, safety bulletins etc. 

Vehicle safety, including maintenance, reporting, investigation, and analysis... 

Identification of the key deliverables expected from the investigation and analysis, including interim reports... 

It is commonly said in the literature, as Ted Ferry (1981) did in Modem Accident Investigation and Analysis An Executive Guide, that the supervisor is closest to the action, that the mishap takes place in the supervisor s domain, and that initial responsibility for investigation is very often assigned to the supervisor (9). Ferry went on to say that being close to a situation may preclude a supervisor from taking an unbiased approach to causal factors that may reflect on his own performance or that of people to whom he reports (9). 

Motor fleet risk management involves the consideration of matters such as vehicle acquisition, driver selection, training and supervision, vehicle accident reporting, recording, investigation and analysis of claims, vehicle security and the operation and maintenance of vehicle fleets. 

Several methods were reported for the analysis of histamine, but the fluorimetric determination with o-phthaldialdehyde (OPA) the most widely used. It was shown that adducts, formed in the reaction of histamine with OPA in the presence of reducing agent, is more stable and gives high relative fluorescence intensity. The influences of different tiols on the fluorimeric determination histamine with OPA have been investigated. 

Broeklehurst [37] has written an exhaustive review of the early work (prior to 1977) on fracture in polyerystalline graphite. Mueh of this work foeused on the fraeture behavior of nuclear graphites. In most investigations eonsidered, conventional fracture meehanies tests and analysis were performed for maeroseopie craeks. LEFM provided an adequate eriterion for failure. Additionally, results on work of fraeture, strain energy release rate, and fatigue eraek propagation were reported. 

Your corrective action procedures need to cover the collection and analysis of product nonconformity reports and the collection and analysis of process data to reveal process nonconformities. The corrective action provisions of your internal audit procedure need to address the causes of the nonconformities and you will need an additional procedure to deal with external audits, investigating the cause of any nonconformities and recording the results. The procedure also needs to cover the investigation of customer complaints as the previous requirement only deals with the handling of complaints. 

Workforce Support for Data Collection and Incident Analysis Systems Few of the incident investigation and data collection systems reviewed provide any guidelines with regard to how these systems are to be introduced into an organization. Section 6.10 addresses this issue primarily from the perspective of incident reporting systems. However, gaining the support and ownership of the workforce is equally important for root cause analysis systems. Unless the culture and climate in a plant is such that personnel can be frank about the errors that may have contributed to an incident, and the factors which influenced these errors, then it is unlikely that the investigation will be very effective. 

NHTSA Office of Defect Investigation, Engineering Analysis Report and Initial Decision Regarding EAOO-023 Firestone Wilderness AT Tires. 2001, NHTSA. 

The design of this fish study centered on sample collection, preservation, preparation, analysis, and QA/QC. There was no discussion of the effect of compositing on the sample population. No description was given of statistical techniques to be applied to the data for reporting results and for comparison with action levels and future data. Unfortunately, the omission of a statistical framework during planning of the field study is the rule rather than the exception in hazardous waste investigations. 

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