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Corrective Action: Close out - How does it work?

Most e-Log sheets in the REFSS system contain fields that can record a problem at the time of submission, where "Corrective action" is needed to fix the problem.  

Any submissions that contain some text in the “Corrective Action LATER” field of e-log sheets are recorded in the new REFSS system. These items are recorded as TASKS, that can be assigned, tracked, and closed out once the fault has been rectified.

The Corrective Action section is unique to each site - to access this new feature, navigate to "Lists" first, then click on "View More" from the Non-Compliant tile, or depending on your login access level, from the left menu click on CA Management (Account Owner or Store Manager level) or Corrective Action (sub-account/other manager level).

 

 

After a submission is made from a tablet/device, any "corrective action LATER" text is detected by the REFSS system, and +1 is added to the total in the Non-Compliant tile.

Corrective Action Tasks are controlled by the REFSS Account Owner or Store Manager.   If you have "Account Owner" or "Store Manager" level access, you have full visibility and control over assigning and closing out any outstanding corrective action tasks.  

The Owner/Store Manager can "Quick close" a task if possible (no further action required - generally this will be the case for most low-level non-compliant issues), they can also assign a task to other users / sub-accounts, or can also assign the task to him/her self to complete and close out.  For this reason, there are 2 areas where Owners/Store Managers can interact with the Corrective Action close out process:

  • CA Management - This is the Management view: Full visibility on all tasks, with the ability to assign/reassign/close tasks at any time
  • CA Operation - This is the Assignee view:  A list of tasks that have been assigned to you to action/complete.  Assigning/close out is not available from here.

At the Assignee/Other Manager level, you will be able to see tasks that have been assigned to you, and you have the ability to Start a task, comment, and complete a task.

 

IMPORTANT: Corrective Action Close out module is disabled by default for all sites.  Please contact REFSS Support to enable it for your site(s).

 

A Video guide is also available - click HERE

 

Corrective Action Task - Example

  1. A submission is made with "Corrective Action LATER" filled in


  2. REFSS detects the corrective action item; records it as a TASK and the Non-Compliant tile in the Data Capture Reporting page is incremented by 1


  3. The new Task appears in the Account Owner's Corrective Action Management page "To Do" list, as an Unassigned Task


    Note: The menu items also count the number of active tasks - in this example, one task exists in the CA Management area.

  4. The Account Owner clicks "Actions" and chooses to either:
    1. Assign task to sub-user
    2. Quick close task - task is sent straight to the Closed list.  This is recommended for minor non-compliant issues.
    3. Add Comments to aid the flow of the task 
  5. From 4a, Owner selects to assign task - a window pops up asking to set:
    1. Assign to - a list of sub accounts, as well as the Owner can be selected
    2. Priority (Low/Medium/High)
    3. Set Due date (Leave blank if none)
    4. Comments (Add a comment and click "Post" to save the comment)
  6. Once "Assign task" is clicked, the task will be assigned to the assignee and updated in the "To Do" table.  The Assignee's name also appears in the "Assigned to" column.


    Since the task has not yet been started by the assignee, it remains in the "To Do" list

    Note: Since the task was assigned to "myself", the number of tasks in the CA Operation menu item has updated also.

  7. Now the task has been assigned, the Assignee (in the example case, myself) will see the task in their "To do" list


  8. The Assignee starts the task - the history can be viewed, or a comment can be recorded at this stage also.



    a. If adding a comment, this should be done first, and remember to click "Post" to save the comment
    b. Click Start task" to begin the process

  9. The task is now "In progress".  It moves to the "In Progress" tab for both Owner and Assignee.


  10. The Assignee can continue with the process and finish the task - he/she clicks the Actions button and selects "Complete Task".  More comments can be entered if needed.


  11. The task is now "Completed" - It moves to the "Completed" tab for both Owner and Assignee


    From this point, the Assignee can no longer influence the task, apart from adding further comments if needed.  The next step is for the Owner to close the task, or reassign.

  12. Once the task is marked "Complete", the Owner has 2 options - verify that he/she is happy with the fix and close the task, or reopen the task and reassign.


  13. If the task is reassigned, the process is repeated from step 7, and marked as "Reassigned".  


  14. The history of each step is recorded and can be viewed by selecting "View History".  The Task timeline contains information relating to who assigned the task, who the assignee was, dates etc.



    For multiple reassigning, 1st, 2nd, 3rd, current allocations can be seen.  By clicking on these allocations, you can view the details of each reassignment.


  15. If the Owner is happy with the fix, the task can be closed.  The task is then moved to the "Closed" tab for both Owner and Assignee.


Note:  At any stage, the owner/store manager can quick close the task.  This will end the process and place the task directly into the Closed list.

 

Corrective Action Task - Flow Chart

Corrective action - Quick Close (click image to zoom)

quickclose.png

 

Corrective action - Full process (click image to zoom)

CAcloseFULL.png

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