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.
To deal with this, many companies talk about internal deviations or suggestions for improvement. If you are ISO certified, you will probably also talk about “continuous improvement”.
If we do not manage our deviations, we risk building up a frustration within the organization that can produce more negative effects over time.
A discrepancy is an anomalous result or event that does not meet the expected requirements of quality, effect, cost or time frames. The discrepancy has usually been detected internally before the good/service has reached the customer.
A customer point of view is a complaint or comment from a customer who is not satisfied with the product or service offered.
It's not uncommon for companies to deal with these things in different ways.
Properly implemented deviation management has many advantages.
Here is a non-exhaustive list of examples of how effective anomaly management can help you:
The anomaly management system can also be used to evaluate occupational safety practices, environmental impacts, and other important areas.
It can also help you keep track of costs and improve productivity by identifying inefficiencies within processes.
Deviation management also has disadvantages.
Implementing and maintaining a deviation management process can be time-consuming and costly.
It can also be difficult to document discrepancies and customer opinions in a way that allows us to take advantage of the information, so finding the balance and having effective support systems becomes extra important.
Common mistakes that companies make when they start working with anomalies are:
- not taking enough time to define the process of identifying anomalies
- not taking enough time to understand the consequences that can occur if deviations are not dealt with
- not designing an effective system to deal with anomalies
It is very important to ensure that all necessary personnel are in the right conditions to deal with anomalies.
A basic requirement is to keep the company's anomaly management system up to date and within the framework of third-party requirements, ex ISO 9001.
Also avoid the mistake of not taking enough time to follow up and evaluate the results of measures taken to deal with deviations.
Be sure to ensure that the anomaly management system contributes to your constant improvement efforts.
Not using a smart IT tool that makes it easy to report and manage discrepancies is also common. Excel in all its glory, but it leaves some to be desired.
Below is an example of how AmpliFlow's IT tools can make life easier for both management and employees.
Do not underestimate the time needed to evaluate and remedy reported anomalies.
Not taking enough time to communicate actions taken to address anomalies, and not taking enough time to document and track the deviations that have been addressed often result in the absence of effects.
