Definition
A structured process for investigating a quality or compliance failure, fixing the immediate issue (corrective), and changing the process so it doesn't recur (preventive).
Cite this definition
"CAPA (Corrective and Preventive Action)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/CAPA
Business Importance
CAPA logs are standard evidence in enterprise client governance reviews — they show a BPO partner doesn't just fix problems but closes the loop on why they happened.
Industry Examples
A missed SLA is traced to a staffing gap; the corrective action is same-day backfill, the preventive action is revised shrinkage forecasting for that shift.
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