Performance Deficiencies &

Corrective Action
 Muhammad Azif Syahir bin Mat Termizi
(2019702059)
EC220 7B1 Nor Anis Sabrina binti Mohd Fauzi
(2018440682)
DR. MAZLINA ZAIRA
MOHAMMAD Nurul Faziatul Jannah Binti Abu Jamil
(2018856362)
 Performance
Deficiencies 1.
1) Definition
2) Performance Deficiencies Resolution
3) Performance Deficiencies Notification
 01

Non-conforming work, services, products, equipment or goods will
be rejected when specifications or contract requirements are not
met
Where appropriate, the CA shall promptly prepare a letter for the
Contracting officer’s (Executive Director) signature notifying the
Contractor of any irregularities or deficiencies in performance
under the contract
Definition
Ø The inability of a unit or individual to perform the
required task to the established standard
Ø In receiving goods and services, and during the
ongoing contract implementation by the contractor,
the CA will remain alert for irregularities or
deficiencies in the performance of the contract
 Deficiencies in Construction Site

Project Timeline Workmanship

The project progress is behind Did not meet the quality since the
the schedule contractor hired unskilled labor

Specification Responsibility
The contractor did not follow the The contractor not responsible for
requirement stated any request from the client
 02
Contractor’s Deficiencies
Construction defects that contractor must
responsible before substantial completion
period achieve

Performance Deficiencies
Resolution
QAE notify
Contractor’s Document for Notified
Representative Contractor
Performance deficiencies resolution is one of Found during scheduled
the regularity that need to be done after find surveillance Name of the individual contacted,
out the defect or deficiency in the time and date notified contractor
construction project Determination of Deficiency
Notification
Time Duration for
The QAE will determine the type of
deficiency notification (i.e. Verbal Corrective Action
notice, written notice or Corrective Inform contractor the
Action Request) corrective actions
The corrective actions
depend on the nature of
variances/overruns, and for
all practical purposes
Quality Assurance Evaluator
(QAE) Solely participate in the quality assurance function

Ensure that the contractor provides a full, complete, and

properly constructed in accordance with all plans and
specifications

Determine whether a contractor has fulfilled the contract

obligations pertaining to quality and quantity

Visually inspect materials imported to the site for

conformance with contract specifications and for
variations from tests completed prior to the materials being
delivered to the site
03
Performance Deficiencies Notification

VERBAL WRITTEN CORRECTIVE

ACTION
REQUEST
Primarily used for minor discrepancies or task
that can be re-performed

Non-disciplinary action but still need to be documented

• Schedule a meeting with employee
• State clearly that they are issuing verbal warning
• Be specific in describing discrepancies
• Remind employee of the acceptable standards
• State consequences of failure

Performance that warrants a verbal notice.

1)Time spent on the job.
2)Employees is interacting negatively to the co-worker or
customers.
3)The employee fail to complete the task on time because
of procrastination and poor planning.
ADVANTAGES
& DISADVANTAGES OF VERBAL
ADVANTAGES DISADVANTAGES

It is quick in obtaining feedback once Chance of distortion of meaning

delivered
It is flexible and effective for all Not convenient for long message
When the verbal notification does not result in
correction

It is a disciplinary action because at this level the deficiencies

could adversely impact cost, schedule or performance if not
corrected
• State clearly it is a written warning and identify the performance issue

• Give the employee the opportunity to propose a solution.

• Agree on the solution, and document what is going to change.

• If appropriate, agree on a date when you will review the situation together and
ensure that the performance issue has changed for the better.

• Ensure that the employee understands the repercussions if the behaviour does
not change.

• Both the employee and the employer should sign this written record the
conversation.

• Give the employee a copy of the written documentation for his or her own
records.

• Follow-up on the agreed-upon date

 Corrective Action Request (CAR)
Initiated by the QAE when previous notifications
failed to result

Progressive disciplinary action where might get suspension

without pay, demolition to lower classification or dismissal.
CORRECTIVE
ACTION 3.
1) Definition

2) Procedure of CARs
 01
Definition
Ø Corrective action is an action that are taken to
remove the causes of an existing non-conformity
or to make quality improvements
Ø The contract officer shall investigate the matter
and determine the course of action.
Ø Non-conformity is failure to meet one or more
ISO regulations
 Example of Corrective Action

Defected machine slowing down a progress

OPERATION. Corrective Action: Check and do maintenance regularly on the
machineries.

The product used not conform with specifications

QUALITY
Corrective Action: Replace the product so it is up to standard’s required.

Workers getting late to work

PERFORMANCE Corrective Action: Corrective action request can be made if verbal and
written warning being ignored by the workers.

Workers do not have CIDB Green Card

COMPLIANCE Corrective Action: Contractor must ensure all the workers to take the
course needed and got their CIDB Green Card before enter the
construction site.
 ISO 9000
Set of international standards on quality
management and quality assurance developed to
help companies effectively document the quality
system elements needed to maintain an efficient
quality system
ISO 9000 VS 9001

ISO 9000 ISO 9001

• ISO 9000 is a series, or an entire • ISO 9001 is an individual standard

family of quality management with a specific set of regulations that
standards. are laid out within a series of
clauses.
• Can include ISO 9001
• Can include detailed processes
• Used to define terminology used including gap analysis and internal
within the category. audits.
 ISO 9000:2000
Meet stakeholder needs
GOAL
Be usable by all sizes of organizations

Be usable by all sectors

Be simple and clearly understood

Connect quality management system to

business process
Iso 9001:2008 Iso 9001:2015
Example of Corrective Action Request Form

The correction action request (CAR) is mainly

to outline and fix the existing problems
immediately and prevent future problems.
WHO? PROJECT CONSULTANT , OWNER , CONTRACT ADMINISTRATOR

WHEN? FAILURE TO MEET QUALITY STANDARDS

WHY? TO DEVELOP ROOT CAUSE THEORY

4 LEVEL OF CARS
Level shows the severity and level management
visibility required
Level I
ü Issued for nonconformity that can be corrected on the
spot and where no further corrective action response
is necessary

Level II
üIssued when contractual nonconformity cannot be
corrected on the spot and will be directed to
management level.
Level III
ü Issued for serious contractual nonconformity to
the supplier’s top management to call that can
cause reduction of progress payment.
Level IV
üIssued to the supplier’s top management when a Level
III has been ineffective or the contractual nonconformity
that require contractual remedies such as suspension
of payment
 WHAT IF YOU RECEIVE CORRECTIVE
ACTION FORM?

WHAT DO
I DO?
Meet with the person issuing Make sure through an
the NCR. inspection process that the
issue has been solved
adequately.

Documenting the action to

solve the issue, and Make sure that your
explaining the steps taken counterpart agrees and
to prevent the problem from signs off on your action
recurring. plan.
Benefit of corrective action request form
1. The corrective action document helps detail steps for solving a particular
problem
2. The corrective benefits process adds transparency to the activity and empowers
teams .
3. Helps to walk through the process to under stand the problem and provide the
solution so there no need to reinvent the problem- solving wheel.
4. Helps to capture the experience and changes for future event and development
 CRITICAL SAFETY ITEM (CSI)

Is a part, assembly, installation or production system with essential

characteristic that, if not conforming to the design data or quality
requirement will result in loss or serious damage to the product or
major components, loss of control or serious injury to personnel .

Special attention should be placed on CSIs to prevent the potential

catastrophic or critical consequences of failure
CORRECTIVE ACTION
PROCEDURE
 2. Establish a
1. Establish system of decision
investigating and
system implimentation of
set of action

3. Clearly define
4. Correct any
the responsibility
deficiencies to
for corrective
prevent recurrence
action

5. Verify
effectiveness of
corrective action
1. ESTABLISH INVESTIGATING SYSTEM
• Properly establish and document a system to determine the root of problem
• Responsible parties must understand the defective step that might pose bad
impact on a process or a product

Tools: 1. 5-Why(s) Root Cause Analysis

2. Ishikawa diagrams to fine-tune efforts
5-Why(s) Root Cause Analysis
ISHIKAWA DIAGRAMS TO FINE-TUNE EFFORTS
2. ESTABLISH SYSTEM OF DECISION AND
IMPLEMENTATION OF SET OF ACTIONS
• Confirm that the selected correction targets the root cause.
• Define a plan, communicate the plan to the team and the stakeholders , implement the
plan, verify that the mitigation efforts are effective

• Tools : Failure Modes & Effects Analysis (FMEA)

3. CLEARLY DEFINE THE RESPONSIBILITY FOR
CORRECTIVE ACTION
• Clearly illustrate the basic responsibility of
corrective action which is to identify the
non-conforming items within a process .
• For the corrective action (CA) team
members, they are responsible to identify
how an item goes against conformity, and
then determine the root cause.
4. CORRECT ANY DEFICIENCIES TO PREVENT RECURRENCE
• Implement any changes to systems, processes or procedures necessary
to prevent recurrence of the problems.
• Update documentation and review other product and processes to
ensure that similar problems do not present elsewhere.
5. VERIFY EFFECTIVENESS OF CORRECTIVE ACTION
• It is critical to verify whether the corrective action steps taken have
eliminated the problem effectively or not.
• Close out the corrective action process within debrief to determine what was
done and inform the team changes.

• Trend analysis
• Unbiased observation
METHODS • Periodic checks
• Surprise audits
• Sampling

• The benefits of this verifying methods is;

1 .To build confidence that the solution will work
2. To validate that the solution did work
3. To minimize any risks or potential problems that might cause
reoccurrence
6. CORRECTIVE ACTION RECORD
• It is important to do
documentation and review for
future reference.

• Contents :

• The problem
• Root cause analysis
• Corrective action taken for the
problem
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THANK YOU!
ANY QUESTION???