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).
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.