Customer Quality RCA (CUST QUAL RCA) CAPA Guidelines

Confidential. Not to be reproduced. ©2021 Music Tribe Global Brands Ltd. All rights reserved.

We Empower. You Create.

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Customer Quality RCA (CUST QUAL RCA)CAPA

Guidelines

Confidential. Not to be reproduced. ©2021 Music Tribe Global Brands Ltd. All rights reserved. 2

Table of Contents

R&R (Roles and Responsibilities)

Why, Who, How

What

Terms and Definitions

CAPA Workflow

CAPA Creation

CAPA Process

Key Performance Indicators

4

5

6

7

8

12

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Confidential. Not to be reproduced. ©2021 Music Tribe Global Brands Ltd. All rights reserved.


Confidential. Not to be reproduced.

Why (Why Do We Exist?)

*Obsession = The domination of one’s thoughts or feelings by a persistent idea, image or desire.

©2021 Music Tribe Global Brands Ltd. All rights reserved.

We Empower. You Create.We at Music Tribe believe that our sole purpose is to empower you to become the most creative you can be.

We believe in obsessively* empowering you through our Brand Tribes – Midas, Klark Teknik, Lab Gruppen, Lake, Tannoy, Turbosound, TC Electronic, TC Helicon, Behringer, Aston Microphones, Bugera and Coolaudio.

Empowering you to create and receive appreciation is the key to our happiness.

That’s why we exist.

Uli Behringer

3


Why, Who

R&R (Roles and Responsibilities)

Members The Triber(s) who actually carries out the work and takes full responsibility for his/her respective area

All Tribers

Owner The Triber(s) who makes the final decision and has the ultimate authority

CUST QUAL: Daniel Hutta

Customer The Division and its representative who we deliver the service for

Music Tribe: David Hunter


Why, Who, How

Why (Why Do We Exist?)

Our Customer Quality Tribe Purpose

We at CUST QUAL believe that delivering life-changing Quality Services through self-service tools related to RCA will empower our Customers as well as Music Tribe.

We further believe that relentlessly and consistently measuring and improving our services, will lead to appreciation andCustomer Advocacy.

Who (Who Are Our Customers We Obsessively Serve?)

• Customers

• Music Tribe

How (How Do We Serve Our Customers?)

• Terms and Definitions

• CAPA Workflow

• CAPA Creation

• CAPA Process

• Key Performance Indicators


What (What Services Do We Deliver to Our Customers?)

Terms and Definitions

• CAPA: Corrective and Preventive Action

• CAR: Corrective Action Request

• C-CAPA: Customer Corrective and Preventive Action

• P-CAPA: Process Corrective and Preventive Action

• S-CAPA: Supplier Corrective and Preventive Action

• CAPA Originator: Person who identifies need for Corrective and Preventive Action, this can be any Triber

• CAPA Owner: Responsible for all phases of the CAPA process. The CAPA Owner is accountable for project management aspects of the Corrective and Preventive Action, from filling out the initiation until closure, communicating with management if additionalsupport is needed. CAPA Owner is from CUST QUAL RCA

• Team Leader: Responsible for providing Root Cause, Corrective Action and Preventive Action. This can be any Triber. The common Team Leader is from INNO, CUST QUAL RCA, AVAI LEAN, AVAI PROD, AVAI INVE, AVAI PROD PLAN, PROD CATE SCRU, FACE, etc.

• Team Members: Support CAPA Owner and Team Leader for the CAPA from D0 to D8, Team Members come from any Tribers

• CAPA Approver: Also called as Champion, who is usually from management and reviews the CAPA and sign-off



CAPA Workflow



CAPA Creation

Once an Issue is found, a CAPA may be created by the CAPA Originator, then it will be assigned to a CAPA Owner. The CAPA Originator is responsible for filling in the title page of the CAPA report. See below.



CAPA Creation



CAPA Creation



CAPA Creation



CAPA Process – D0 Immediate Action

Immediate Action should be considered and taken after a CAPA report is created and assigned.

• Immediate Actions are to be defined and implemented within 1 workday after CAPA report creation

• Immediate Actions could be to:

– contact a customer to get more details if the information is not sufficient

– contact a supplier to schedule a visit to understand the issue in person

– stop shipment and/or production to avoid more complaints or defects, etc.



CAPA Process – D1 Team Defined

A CAPA Team shall be defined by CAPA Owner within 3 workdays after CAPA report creation. The CAPA Team members can be updatedif it was assigned to wrong a CAPA Owner, Team Leader or Team Member.



CAPA Process – D2 Problem Description

The CAPA Owner needs to describe the problem clearly and accurately

• Use numbers, photos, videos to describe the Problem

• Use 5W2H – a quality tool which usually contains:

– When (the issue happened/detected)

– Where (the issue happened/detected)

– Who (found the issue)

– What (went wrong)

– Why (Is an Issue)

– How (was it found)

– How Many/Much (of the Issue)

• A problem description needs to be completed within 3 workdays after CAPA report creation

• A problem description can be updated if there is new information or evidence from the CAPA Originator



CAPA Process – D2 Problem Description



CAPA Process – D3 Containment Action

Containment Actions are to isolate the problem from any customers, production line or warehouse. They shall be completed within 3 workdays.












CAPA Process – D4 Root Cause Analysis

A Root Cause is defined as a factor that caused a non-conformance and should be permanently eliminated through process improvement.

This should be completed within 14 workdays after CAPA report creation. However, the lead time could be extended with proper justification. Typical quality tools for Root Cause Analysis are Fishbone Diagram (Ishikawa), 5 Whys, Is and Is Not, etc.




Breakdown all potential Root Causes from Fishbone Diagram, verify each with using production/shipment record, measurement report, build report, simulation, etc., justify if it is a valid Root Cause.




Try to complete 5 Whys to get the real Root Cause for Occurrence.




Try to complete 5 Whys to get the real Root Cause for Escape.



CAPA Process – D5 Corrective Action and Verification

Corrective Actions are to permanently solve the Problem. This should be completed within 14 workdays unless there is proper justification for lead time extension. Corrective Actions shall be verified to confirm effectiveness.



CAPA Process – D6 Corrective Action Implementation

Implement the Corrective Actions if they are effective, discard the ineffective ones. Corrective Actions need to be implemented within 14 workdays unless there is proper justification for lead time extension.



CAPA Process – D7 Preventive Action

Preventive Actions are to prevent the same Problem from happening again or happening on other models. This should be completed within 30 workdays unless proper justification provided for extension. Typical Preventive Actions are Design change, Automation, Fool-proof (Poka Yoke), SWP/Guidelines/procedure update, etc.



CAPA Process – D8 CAPA Closure

Once the CAPA Owner has finalized the CAPA report, submit it to the CAPA Approvers (Champions) to review and approve or reject. This needs to be completed within 30 workdays unless proper justification provided for extension.



CAPA Process – Key Performance Indicators

All KPIs are measured from the date the CAPA is created.

D0 Immediate Actions – 1 workday

D1 Define Team – 3 workdays

D2 Problem Description – 3 workdays

D3 Containment Actions – 3 workdays

D4 Root Cause Analysis – 14 workdays

D5 Corrective Actions and Verification – 14 workdays

D6 Corrective Actions Implementation – 14 workdays

D7 Preventive Actions – 30 workdays

D8 CAPA Closure – 30 workdays

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©2021 Music Tribe Global Brands Ltd. All rights reserved.

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Customer Quality RCA (CUST QUAL RCA) CAPA Guidelines