Deviation management: the key to continuous improvement and increased customer satisfaction

Below is an excerpt from our e-book “ISO 9001,14001 and 45001 - The Ultimate Guide”. Download the full e-book for free here.

Understand deviations and the customer view

Deviation management is a process used to manage discrepancies and customer viewpoints. That's pretty logical.

The point is that when we manage discrepancies and customer feedback effectively, we can improve our products and services while improving the customer experience.

When we cannot follow our working methods, something goes wrong or we find that we can improve the way we work, there is a discrepancy - a good or service does not meet our requirements.

Deviations and suggestions for improvement have slightly different perspectives but are essentially the same thing — an opportunity to improve. Either by minimizing something negative or maximizing something positive.

Strategies for effective anomaly management

To deal with this, many companies talk about internal deviations or suggestions for improvement. Now as you move towards certification, the concept of “continuous improvement” will come up again and again, and deviation management is a process for just that. To constantly improve by proactively and reactively acting on events, observations and ideas within the organization.

Implement deviation management in the corporate culture

However, an effective system for dealing with these issues requires time and resources. However, with the right tools, education and culture, this can contribute to increased quality, efficiency and customer satisfaction.

Deviation Management- Get Started

1. Define what an anomaly is for your organization:
   It is important that you have a clear definition of what an anomaly is so that everyone in the organization understands what to look for and report.
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2. Create a process for reporting and managing anomalies:
   The process should be clear and simple to follow. It should also include how information about anomalies should be documented and tracked.
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3. Educate the staff:
   Make sure everyone in the organization understands what a discrepancy is, how to report it, and what happens when they do.
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4. Implement a system for dealing with anomalies:
   It can be an IT tool or a manual system, depending on your needs.
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5. Monitor and evaluate the process regularly:
   Make sure the process is working properly and make adjustments if necessary.
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6. Communicate effectively:
   Communicate regularly about how the process works, what results you see, and what steps are being taken to fix problems.
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7. Customize the process according to your needs:
   Every organization is unique, so make sure your process is tailored to your specific needs and challenges.

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Above is an excerpt from our e-book “ISO 9001,14001 and 45001 - The Ultimate Guide”. Download the full e-book for free here