Corrective and Preventive Actions

At Hasan Kalyoncu University, corrective actions are initiated, implemented and monitored to determine the causes of nonconformities arising in services, processes and the quality management system and to prevent their recurrence. The process is defined in the KYS.PR.04 Corrective Actions Procedure (in Turkish) and the KYS.SM.04 Corrective Action Workflow (in Turkish); records are kept in the corrective action module of the Quality Management System software.

Definitions

Nonconformity: Non-fulfilment of a requirement.
Corrective action (CA): Action to eliminate the cause of an identified nonconformity.
Preventive action: Action to eliminate the cause of a potential nonconformity.

When Is a Corrective Action Initiated?

Student and stakeholder feedback (including complaints) and complaints received via CİMER (Presidential Communication Centre)
Satisfaction survey results
Practices contrary to the quality management system and process activities
Nonconformities identified in internal audits
External evaluation audits, Council of Higher Education (YÖK) audits and other external audits
Evaluation of targets and performance indicators
Nonconformities identified in software, web pages or purchased products and services

Process

The nonconformity is recorded as a new CA request in the Quality Management System software by the staff member who identifies it; the request is automatically notified by e-mail to the process owner and the relevant system officer.
The process owner determines the root causes of the nonconformity, the actions to prevent its recurrence, the person responsible and the deadline.
Each CA request is monitored in the CA Requests Tracking List in the software; the person responsible for the action enters the work carried out into the system.
The action is first verified by the process owner; the quality unit monitors whether the action has been implemented effectively within the deadline.
If the action is deemed adequate, the CA is closed; if not, additional time is granted.
Corrective action results, particularly actions that could not be closed, are submitted to the Management Review meeting.
Where necessary, the unit risk analysis is revised in light of the root cause analysis.

Status (Statistics)

Source	Period	Findings / CAs	Status
Institutional internal audit	2022	49	—
Institutional internal audit	2023 (January 2024)	34	—
Institutional internal audit	2024 (February 2025)	32	Decrease from 17 to 12 in academic units
Institutional internal audit	2025 (April–May 2026)	33 (administrative 20, academic 13)	As of 07.07.2026, 16 closed; follow-up of 17 ongoing
TSE (Turkish Standards Institution) recertification audit	28–29.04.2025	2 minor nonconformities (clauses 6.1 and 7.1.3)	Both closed on 30.07.2026, having been found “Adequate”
TSE 1st surveillance audit	30–31.07.2026	No nonconformity identified	Decision taken to maintain the validity of the certificate (TSE, 18.08.2026)

Examples of Closed Corrective Actions

The status of corrective actions opened in one year is checked in the following year’s internal audit. The 2024 audit reports recorded that the following corrective actions from 2023 had been closed:

Directorate of Staff: staff orientation form
Directorate of Purchasing: identification of internal and external stakeholders, identification of process analyses (2 CAs)
International Relations Office: process tracking, monitoring and measurement, updating of the web page (3 CAs)
Warehouse and Dispatch Unit: identification of internal and external stakeholders
Security Unit: emergency action plan
Vocational School: 4 of 6 CAs (conducting surveys, monitoring PDCA processes, risk identification); the 2025 audit found that the 2 CAs from 2024 had been closed and that there were no new CAs.