How our NCR process will reduce risk for your project
What is it?
Our non-conformance report (NCR) process is a quality control method that helps us eliminate mistakes and deliver on our Selo promise. Our NCR process is used companywide and includes suppliers, customers and third parties. This allows us to identify the root cause of problems, report and resolve issues across our full service, to maximise the experience of working with Selo for our customers.
We find the root cause of issues by asking the 5 ‘whys’ to drill down into the issue and identify why something happened. The goal of the NCR process is to discover issues and prevent them from ever happening again by putting processes in place to ensure best practice.
How do we manage the NCR process?
We have an NCR report, where all non-conformance and issues are reported, along with any affected parties, which is then allocated to the department best placed to resolve the issue. At Selo, we report on NCRs on a weekly basis with key stakeholders across the company, to ensure issues are resolved and nothing remains blocked.
We are always looking to improve so the primary goal of the non-conformance report process is to avoid repeated mistakes, making the next order we process to be even smoother.
Why was it introduced?
The non-conformance report was introduced at Selo to mitigate repeat mistakes and to improve our quality control, as well as improve our processes. The Selo NCR process has improved over time, with more detailed reporting and accountability, as well as introducing the ‘five whys’ to deep dive into problems and discover the root cause of the issue.
How does it impact our customers?
Although customers can’t access our NCR report and are not part of our weekly NCR meetings, customers will feel the benefits through reduced errors. In addition, in the unlikely event there is a problem, we will drill down to find the root cause of the problem, fix the issue and put a process in place to ensure it doesn’t happen again. Resulting in a quick rectification of any issues and for future orders to be processed and delivered as the customer expects.
This is how we are able to deliver on our Selo promise, where we never walk away from a problem and core value number #6 at Selo is we never ever give up.
How is it measured?
At Selo, we have processes and measures in place to ensure tasks are carried out repeatably. When an NCR is identified it gets logged. This log has many parameters that we can query to identify trends or issues that we can then focus on resolving. As these are reviewed by senior stakeholders weekly this ensures we can make the improvements required in a timely fashion.
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