[Product development & quality]() / [Use cases]() / [Corrective action]() [How it works]() [What you get]() [Scope]() [Start a review]() [Product development & quality]()[Quality loop]() # Turn recurring quality issues into fixes that stick. A recurring problem becomes a case with an owner, a fix and a check on the next lot that it held. [Start with a development review]() [How it works]() Case QA-031 Opened from lot 3 Lot 3 shrinks after washing: 31 per 1,000 against 2.3 in lots 1 and 2. Evidence 21 of 24 complaints came from lot 3 Likely cause A substitute thread that shrinks more than the canvas Confirmed by Quality lead, after a lab wash test Fix Switch back to the approved thread. File thread changes before use Check Watch lot 4 against 2.3 per 1,000 The case file quality works from, with the evidence and the cause on one page. ## Sound familiar? - The same complaint comes back every season. - Quality feedback stops at the service desk. - A fix is agreed in a meeting and nobody checks that it held. A problem nobody owns keeps costing returns and reviews, and the next lot repeats it. ## What changes. ShowTodayWith the engine Ownership Support closes the ticket A case with an owner in development, sourcing or quality Cause Guessed from a few complaints Confirmed by the people qualified to confirm it The fix Agreed in a meeting A tracked change to the product, supplier, packaging or instructions Proof Assumed The next lot checked against the same rate ## How it works. 7 steps, 4 stages. - AI**1** - Rules and automation**3** - Your team**3** - Approval 1. 1 Open 1. Rules and automation ### Open a case at the line A lot or revision that crosses the rate your team sets opens a case with its evidence attached. 2. 2 Investigate 1. AI ### Assemble the history Sample reports, test results, supplier changes and complaints for that lot, on one page. 2. Your team Approval ### Confirm the cause Quality or engineering decides what caused it. A serious safety signal goes straight to your escalation path. 3. 3 Fix 1. Your team ### Choose the fix Development, sourcing or customer service takes the change, whether product, supplier, packaging or instructions. 2. Rules and automation ### Track the owner and the date Open actions age on one board, and the factory confirms each change in writing. - Outlook 4. 4 Verify 1. Rules and automation ### Watch the next lot Complaints per 1,000 for the next lot, against the lot that failed. - Gorgias - Shopify 2. Your team Approval ### Close or reopen the case Quality closes it once the next lot holds. Lessons join the library and the checklist ## What you get. Real work, every week. Corrective actions · QA-031 - Switch lot 4 to the approved threadFactory · confirmed in writing **Lot 4**In production - File thread changes before useSourcing · substitution request **New rule**Agreed - Add a wash and shrink check to lot approvalQuality · every lot **Each lot**Planned Every action with an owner and a state, so a fix can’t quietly stall. After the fix · shrinks after washing Lot Thread Per 1,000 Result Lot 1 Approved 1.5 Below the line Lot 2 Approved 3.0 Below the line Lot 3 Substitute 31 Case opened Lot 4 Approved — Watching The check after the fix: the next lot against the lots before it. ## How you’ll know it’s working. 1. Days from an opened case to a confirmed cause How long a known problem waits before anyone can act on it. 2. Repeat defects after a fix The test of whether a fix stuck. 3. Margin after returns on the affected product The result finance cares about, read with price and season in view. Baselines agreed before we build. ## Works with what you have. Support - Gorgias Commerce - Shopify - NetSuite PLM & specs - FlexPLM - Centric PLM - Arena We configure first Your PLM may already hold change and quality records. We use them and connect each case to the complaints that opened it. We build when A problem can be named, but nobody owns the fix and nothing checks that it held. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - A case opened from a defect-rate threshold - A case file with the evidence and history attached - An action ledger with owners and dates - A check on the next lot against the one that failed ### We start from - Complaint cohorts by revision and lot - Test results and supplier records - Your escalation and closure rules ### From your team Owner Quality lead Involves - Quality - Development - Sourcing - Customer service - Factory partner ## Questions teams ask. Does this replace our quality system? No. If you have one, the cases belong there and we feed it. If you don’t, we start with a light case file and an action ledger. What about a safety issue? A serious safety signal doesn’t wait for a trend. It follows your existing escalation path immediately, and the case file is opened beside it. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your quality lead. We can keep running it with you, or step back. How do we start? Usually with a development review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your development engine. One of 12 use cases, in 5 parts. [See the whole development engine]() 1. [Briefs **1**]() 2. [Specs & samples **4**]() 3. [Suppliers & changes **3**]() 4. [Release **2**]() 5. [Quality loop **2**]() In quality loop - [**Complaint cohorts**Tie every complaint to the revision and lot that shipped]() - **Corrective action**You’re here Works with - [**Material substitution**Qualify a substitute when a material runs short]() - [**Block library**Reuse approved blocks, materials and past fixes]() See it at work - [**Also in**Customer service & support]() ## Close the loop on every recurring defect. Start with a development review. [Start with a development review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/corrective-action/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)