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Closing the Loop: Building an Effective Root Cause and Corrective Action Program

Tuesday, July 24, 2018


As CHC continues to strengthen our safety culture, one of our areas of focus is ensuring that once a problem is identified, we deploy the right set of tools and methodologies to determine its underlying causes. We then use that information to create a corrective action plan to prevent similar issues from occurring. While this process, known as Root Cause and Corrective Action (RCCA), has existed for nearly 70 years, it is still an essential skill that we all must master to continue to build a safer CHC.

To start the process of building the RCCA program, the team reviewed current and past practices regarding the adequacy of our corrective action protocols and identified areas for improvement. On several occasions, we found we are not consistently preventing the reoccurrence of issues and we need more robust analysis and action. It was clear that there was no single step or process that could meet the range of needs, so we developed a two-tiered approach for problem solving.

For high impact and infrequent issues, such as imminent safety of flight issues, a smaller, dedicated team of Safety & Quality personnel will investigate and develop a specific action plan through a formal and standardized investigation. For all other issues, the company has developed a simplified five-step methodology built on our experience and industry best practices. These steps include:

    1. Defining the problem
    2. Listing possible causes
    3. Determining root cause(s)
    4. Determining an action plan
    5. Controlling and following up

Operational leaders at CHC will complete training to help them be better able to identify root cause(s) and suggest corrective actions that significantly reduce the repetition of similar issues across our business. Training materials and toolkits are currently in development and will be made available in the first quarter of FY19.

“With the introduction of RCCA training and resources our leaders will be well-equipped to improve our operation effectiveness and deliver for our customers. This important effort helps us reduce our overall risk and take care of each other,” said Felipe Reyes, Director, Safety and Quality.