8D报告培训资料.ppt

2012.10.17GS/wey8D Training8D报告培训报告培训数据说话证据说事深入分析准确阐述 2012年10月17日2012.10.17GS/wey8D Training面对问题不可以各自为政、自我本位主义，否则将无法有效解决问题。面对问题应群策群力，互相帮助、相互提拔、如此才能彻底解决问题。8D 精神精神2012.10.17GS/wey8D TrainingGlorysey Customer Glorysey Customer Glorysky Action Request(CAR)GuidelinesGlorysky Action Request(CAR)GuidelinesGloryskyGlorysky客户纠正措施要求客户纠正措施要求CARCAR应用指南应用指南2012.10.17GS/wey8D Training解决问题解决问题解决问题解决问题What is a CAR/8D?What is a CAR/8D?何谓何谓CAR/8D?CAR/8D?An CAR/8D Report is a method to document,communicate,An CAR/8D Report is a method to document,communicate,track and track and drive resolutionsdrive resolutions for quality issues.for quality issues.CAR/8DCAR/8D是针对品质问题而进行文件化、沟通、追踪及解决是针对品质问题而进行文件化、沟通、追踪及解决问题的方法。问题的方法。An CAR/8D report is Ford Motor Companys format for problem An CAR/8D report is Ford Motor Companys format for problem solving.It is the preferred method used throughout our industry.solving.It is the preferred method used throughout our industry.CAR/8DCAR/8D报告是福特公司解决问题的格式。它是我们所有行报告是福特公司解决问题的格式。它是我们所有行业首选的解决问题的方法。业首选的解决问题的方法。CAR CCR、CAR、VCR。CCR 8D2012.10.17GS/wey8D Trainingn nImmediate Immediate ContainmentContainment.采取迅速的围堵措施（短期对策）采取迅速的围堵措施（短期对策）n nClear identification of Clear identification of Root CauseRoot Cause.真正识别问题产生的根本原因（真因）真正识别问题产生的根本原因（真因）n nRobust Robust Corrective ActionsCorrective Actions.充分的纠正措施充分的纠正措施n nVerified Verified Corrective ActionsCorrective Actions.验证纠正措施验证纠正措施n nSystem fixes.System fixes.系统化（即纠正措施标准化或文件化）系统化（即纠正措施标准化或文件化）n n100%On-time response.100%On-time response.100%100%准时反应（即及时解决问题，准时回复客户）准时反应（即及时解决问题，准时回复客户）n nEliminate the problems the first time.Eliminate the problems the first time.做到第一次就消除问题所在做到第一次就消除问题所在n nPreventionPrevention of future problems.of future problems.实现潜在问题的预防实现潜在问题的预防CUSTOMER 8D EXPECTATION客户应用8D的期望2012.10.17GS/wey8D TrainingCAR/8D Report ProblemsCAR/8D Report Problems完成完成CAR/8DCAR/8D报告存在的问题报告存在的问题n nNot identifying the true processes,escape,and system root causes.Not identifying the true processes,escape,and system root causes.没有识别出过程、流出及系统的根本原因（真因）没有识别出过程、流出及系统的根本原因（真因）n nNot implementing system corrective actions.Not implementing system corrective actions.没有实施系统性纠正措施没有实施系统性纠正措施n nNot properly containing entire pipeline of product.Not properly containing entire pipeline of product.没有针对产品的所有流程采取正确的围堵措施没有针对产品的所有流程采取正确的围堵措施n nUnclear or ambiguous wording.Unclear or ambiguous wording.对问题采取的不明确或模棱两可的描述对问题采取的不明确或模棱两可的描述n nNot meeting customer expectations regarding Not meeting customer expectations regarding contentcontent and and cycle timecycle time.不符合客户关于不符合客户关于内容内容及及回复时间回复时间的要求的要求2012.10.17GS/wey8D TrainingCAR/8D RequirementsCAR/8D RequirementsCAR/8DCAR/8D的要求的要求n nAll corrective action requests must be completed using an All corrective action requests must be completed using an 8D report(unless a different method is required by 8D report(unless a different method is required by Customer).Customer).所有的所有的纠正措施要求纠正措施要求必须采用必须采用8D8D报告形式（除非报告形式（除非客户要求采用不同的方法客户要求采用不同的方法n nMust use Corporate format.Must use Corporate format.必须采用必须采用GloryskyGlorysky公司的格式公司的格式n nMust use 8D checklist as a guideline in completing the 8Ds.Must use 8D checklist as a guideline in completing the 8Ds.在完成报告的过程中必须采用在完成报告的过程中必须采用8D8D检查表进行检查检查表进行检查2012.10.17GS/wey8D Training8 8 DDisciplines to Problem Solvingisciplines to Problem Solving解决问题的解决问题的8 8个准则个准则n nD1D1 Establish a Team Establish a Team 组建问题解决小组组建问题解决小组n nD2D2 Describe the Problem Describe the Problem 描述问题描述问题n nD3D3 Contain the problem Contain the problem 采取围堵措施（即短期对策）采取围堵措施（即短期对策）n nD4D4 Identify the root causes Identify the root causes 识别识别/确认根本原因（真因）确认根本原因（真因）n nD5D5 Corrective Actions Corrective Actions 确认纠正措施确认纠正措施n nD6D6 Implement Corrective Actions Implement Corrective Actions 实施纠正措施（即长期对策）实施纠正措施（即长期对策）n nD7D7 Prevent Recurrence Prevent Recurrence 防止再发防止再发n nD8D8 Congratulate the Team Congratulate the Team 小组庆祝小组庆祝2012.10.17GS/wey8D TrainingD1 Establish TeamD1 Establish TeamD1 D1 组建问题解决小组组建问题解决小组n nEstablish Cross Functional Team.Establish Cross Functional Team.建立跨功能小组建立跨功能小组n nIdentify a Champion.Identify a Champion.确定小组长确定小组长n nMembers should be from all affected areas,not just quality!Members should be from all affected areas,not just quality!i.e.Sales,Logistics,Marketing,Engineering,Line Operators,i.e.Sales,Logistics,Marketing,Engineering,Line Operators,Production Mgmt.,etcProduction Mgmt.,etc 小组成员应来自于所有被涉及区域，并非只是品质部小组成员应来自于所有被涉及区域，并非只是品质部！如销售、物流、市场、工程、生产线操作工、生产！如销售、物流、市场、工程、生产线操作工、生产管理等等管理等等n nThe Team should ask themselves do they have the correct The Team should ask themselves do they have the correct skill mix to solve the problem?skill mix to solve the problem?小组应询问自己是否具有解决问题所必需的能力小组应询问自己是否具有解决问题所必需的能力?2012.10.17GS/wey8D TrainingD2 Describe the ProblemD2 Describe the ProblemD2 D2 描述问题描述问题n nClearly Clearly IdentifyIdentify and and DefineDefine the Problem.the Problem.明确识别和定义问题明确识别和定义问题n nIn many cases Problems are ambiguous or imprecise.In many cases Problems are ambiguous or imprecise.在许多案例中，问题是模棱两可或不明确的在许多案例中，问题是模棱两可或不明确的n nClarity ensures that everyone is trying to solve the same Problem.Clarity ensures that everyone is trying to solve the same Problem.明确问题可确保任何人将尽力去解决问题明确问题可确保任何人将尽力去解决问题2012.10.17GS/wey8D TrainingD2 Describe the Problem ElementsD2 Describe the Problem ElementsD2 D2 描述问题要素描述问题要素n nWhat is the Problem?Describe the failure mode.What is the Problem?Describe the failure mode.问题是什么问题是什么?描述失效模式描述失效模式n nWhere was it detected?Where was it detected?问题是在哪里被发现问题是在哪里被发现?n nWhen was it detected?When was it detected?问题是什么时候被发现问题是什么时候被发现?n nWhat lots/date codes are affected?What lots/date codes are affected?被影响的批次被影响的批次/日期码是那些日期码是那些?n nHow many pieces are affected?How many pieces are affected?被影响的数量是多少被影响的数量是多少?n nIs the Customer information included?Is the Customer information included?是否包含客户信息是否包含客户信息?2012.10.17GS/wey8D TrainingD2 Describe the Problem ExamplesD2 Describe the Problem ExamplesD2 D2 描述问题案例描述问题案例n nPoor Problem Description Poor Problem Description 差劲的问题描述差劲的问题描述n n“Customer received wrong part.”“Customer received wrong part.”n n客户接收到错误零件客户接收到错误零件n nGood Problem Description Good Problem Description 完美的问题描述完美的问题描述n n“Customer received incorrect value CRCW-0603 resistors“Customer received incorrect value CRCW-0603 resistors on 4/1/12.Customer P.O.441960(GS P.O.X765644-30)on 4/1/12.Customer P.O.441960(GS P.O.X765644-30)specified CRCW-0603,8specified CRCW-0603,8.2K ohm and received CRCW-0603,2K ohm and received CRCW-0603,82K ohm parts.”82K ohm parts.”n n客户在客户在4/1/124/1/12接收到阻值错误的接收到阻值错误的CRCW-63CRCW-63电阻。客户电阻。客户订单号码订单号码441960441960（GSGS订单号码订单号码X765644-30X765644-30）指定的）指定的CRCW-63CRCW-63电阻的阻值为电阻的阻值为8 8.2 2欧姆，而收到的欧姆，而收到的CRCW-63CRCW-63电电阻的阻值为阻的阻值为8282欧姆。欧姆。2012.10.17GS/wey8D TrainingD3 ContainmentD3 ContainmentD3 D3 围堵措施（短期对策）围堵措施（短期对策）n nContainment is similar to quarantine.Quarantine does not cure a Containment is similar to quarantine.Quarantine does not cure a disease,but it keeps it from spreading.disease,but it keeps it from spreading.围堵相似于病人隔离。隔离虽不能医好疾病，但可以防止疾病围堵相似于病人隔离。隔离虽不能医好疾病，但可以防止疾病的传播的传播n nFind and segregate nonconforming products to prevent shipment to Find and segregate nonconforming products to prevent shipment to Customer.Customer.查找和隔离不良品，防止发往客户查找和隔离不良品，防止发往客户n nShutdown processes/equipment that is producing bad product.Shutdown processes/equipment that is producing bad product.停止正在制造不良的加工或装配停止正在制造不良的加工或装配n nMake sure containment actions are effective.Make sure containment actions are effective.确保围堵措施是有效的确保围堵措施是有效的2012.10.17GS/wey8D TrainingD3 Containment ElementsD3 Containment ElementsD3 D3 围堵措施要素围堵措施要素n nHas an effective containment method been identified and documented?Has an effective containment method been identified and documented?是否有有效的围堵方法已经被确定和文件化是否有有效的围堵方法已经被确定和文件化?n nHave dates(or date codes)for temporary containment actions been Have dates(or date codes)for temporary containment actions been identified?identified?是否已经确定了临时围堵措施实施的日期是否已经确定了临时围堵措施实施的日期?n nHave actions been verified with before and after data?Have actions been verified with before and after data?是否已经验证了围堵措施实施前后的效果是否已经验证了围堵措施实施前后的效果?n nHas the entire pipeline been contained(production,warehouse,Has the entire pipeline been contained(production,warehouse,distributors)?distributors)?是否对产品的所有流程采取了围堵措施（如生产线、仓库及发是否对产品的所有流程采取了围堵措施（如生产线、仓库及发 货）货）?n nHas detailed instructions on containment been issued to people Has detailed instructions on containment been issued to people responsible for containment?responsible for containment?是否给负责实施围堵措施的人员发放了详细的清拉单是否给负责实施围堵措施的人员发放了详细的清拉单?2012.10.17GS/wey8D TrainingD3 Containment ExampleD3 Containment ExampleD3D3 围堵措施案例围堵措施案例n nPoor Containment Poor Containment 差劲的围堵措施差劲的围堵措施n n“Operator was alerted of the failure.”“Operator was alerted of the failure.”n n让操作工提防让操作工提防/注意此不良注意此不良n nGood Containment Good Containment 完美的围堵措施完美的围堵措施n n“Production and warehouse material was inspected on 4/1/12“Production and warehouse material was inspected on 4/1/12 by J.Smith(quality assurance personnel)and there were 0 lots by J.Smith(quality assurance personnel)and there were 0 lots out of 320 containing mixed devices.”out of 320 containing mixed devices.”Number?NG?Defect rateNumber?NG?Defect rate？n nJ.SmithJ.Smith（质量保证人员）于质量保证人员）于4/1/124/1/12检查了生产线及仓库检查了生产线及仓库材料材料:数量？数量？NGNG？不良率？不良率？2012.10.17GS/wey8D TrainingD4 Root CauseD4 Root CauseD4 D4 根本原因（真因）根本原因（真因）n nRoot cause is the disease(starting point)that sets in motion the cause and Root cause is the disease(starting point)that sets in motion the cause and effect chain that creates the problem or problems.effect chain that creates the problem or problems.根本原因是产生问题或问题群的原因和影响开始发作的病因（发作根本原因是产生问题或问题群的原因和影响开始发作的病因（发作点）点）n nBe wary of selecting symptoms instead of root causes If you fix a Be wary of selecting symptoms instead of root causes If you fix a symptom you wont solve the problem.symptom you wont solve the problem.必须提防以症状代替病因，如果你仅仅关注一个症状，你将不能必须提防以症状代替病因，如果你仅仅关注一个症状，你将不能 解决问题解决问题n nPoor root cause selection results in poor corrective actions.Poor root cause selection results in poor corrective actions.选择不正确的根本原因将导致不正确的纠正措施选择不正确的根本原因将导致不正确的纠正措施n nUse tools such as 5 Why analysis to ensure that the root cause has been Use tools such as 5 Why analysis to ensure that the root cause has been identified.identified.应用象应用象“5 5个为什么个为什么”分析法，确保根本原因被识别和确定分析法，确保根本原因被识别和确定2012.10.17GS/wey8D TrainingD4 Root Cause ElementsD4 Root Cause ElementsD4 D4 根本原因要素根本原因要素n nHas the Has the processprocess root cause been identified and established?root cause been identified and established?制程根本原因是否已经被识别和确定制程根本原因是否已经被识别和确定?n nHas the Has the escapeescape root cause been identified and established?root cause been identified and established?流出根本原因是否已经被识别和确定流出根本原因是否已经被识别和确定?n nHas the Has the systemsystem root cause been identified and established?root cause been identified and established?系统根本原因是否被识别和确定系统根本原因是否被识别和确定?n nDo the three root causes explain all we know about the problem Do the three root causes explain all we know about the problem(timing,failure mode,failure amount,etc)?(timing,failure mode,failure amount,etc)?三种根本原因是否可以解说我们所知道的问题所有方面（如时三种根本原因是否可以解说我们所知道的问题所有方面（如时 间、失效模式、失效数量等等）间、失效模式、失效数量等等）?n nWas the root cause analysis performed using the 5 why technique?Was the root cause analysis performed using the 5 why technique?根本原因分析是否使用了根本原因分析是否使用了“5 5个为什么个为什么”方法方法?2012.10.17GS/wey8D Training何何谓谓 5 5W2HW2Hn nWho:Identify customers complainingWho:Identify customers complainingn nWhat:Identify the problem adequately and What:Identify the problem adequately and accuratelyaccuratelyn nWhen:Timing when did the problem startWhen:Timing when did the problem startn nWhere:Location where is it occurringWhere:Location where is it occurringn nWhy:Identify known explanationsWhy:Identify known explanationsn nHow:In what mode or situation did the How:In what mode or situation did the problem occur?problem occur?n nHow many:Magnitude quantify problemHow many:Magnitude quantify problem2012.10.17GS/wey8D Training何謂何謂5 5W2HW2Hn n何人：识別哪一个客戶在抱怨n n何事：适当、精确地识別问题n n何時：从什么时候问题开始发生n n何地：什么地方发生问题n n为何：识別已知的解释n n如何：在什么模式或状态下发生这问題n n多少：量化问题的程度2012.10.17GS/wey8D TrainingD4 Root Cause ExamplesD4 Root Cause ExamplesD4 D4 根本原因案例根本原因案例n nPoor Root Cause Statement Poor Root Cause Statement 差劲的根本原因差劲的根本原因n n“Operator placed wrong label on Package.It was an Operator Error.”“Operator placed wrong label on Package.It was an Operator Error.”n n操作工在包装箱上贴错了标签，是操作工的错。操作工在包装箱上贴错了标签，是操作工的错。n nGood Root Cause Statement Good Root Cause Statement 完美的根本原因完美的根本原因n n“Process Root Cause:An incorrect label was placed on the package“Process Root Cause:An incorrect label was placed on the package because the current system allows for multiple lots to be processed because the current system allows for multiple lots to be processed (batch printing)at one workstation.”(batch printing)at one workstation.”n n制程根本原因：目前的系统允许在同一个岗位加工种类不同的批次，导制程根本原因：目前的系统允许在同一个岗位加工种类不同的批次，导 致错误的标签被贴在包装箱上致错误的标签被贴在包装箱上n n“Escape Root Cause:The mis-labeled product escaped because there was no“Escape Root Cause:The mis-labeled product escaped because there was no verification step at or after the label process.”verification step at or after the label process.”流出根本原因：贴错标签的产品流出是因为在该岗位或后续过程没有标流出根本原因：贴错标签的产品流出是因为在该岗位或后续过程没有标 签验证步骤签验证步骤2012.10.17GS/wey8D TrainingD5 Corrective ActionsD5 Corrective ActionsD5 D5 纠正措施纠正措施纠正措施纠正措施n nCorrective actions should fix the disease or root cause.Corrective actions should fix the disease or root cause.纠正措施必须是针对病因或根本原因（真因）纠正措施必须是针对病因或根本原因（真因）n nCorrective actions should address process,escape,and system root Corrective actions should address process,escape,and system root causes.causes.纠正措施必须致力于制程、流出及系统的根本原因纠正措施必须致力于制程、流出及系统的根本原因 （真因）（真因）n nNegative effects of corrective actions should be considered.Negative effects of corrective actions should be considered.必须考虑纠正措施带来的负面影响（即边界效应）必须考虑纠正措施带来的负面影响（即边界效应）n nRetraining of operators Retraining of operators is notis not a corrective action.a corrective action.操作工的再教育不属于纠正措施范畴操作工的再教育不属于纠正措施范畴n nIncreased inspection Increased inspection is notis not a corrective action.a corrective action.增加检查（人员、数量、频次等）也不属于纠正措施范畴增加检查（人员、数量、频次等）也不属于纠正措施范畴2012.10.17GS/wey8D TrainingD5 Corrective Actions ElementsD5 Corrective Actions ElementsD5 D5 纠正措施要素纠正措施要素n nHave primary and alternative corrective actions been Have primary and alternative corrective actions been identified?identified?是否已识别和确定首选及多选的纠正措施是否已识别和确定首选及多选的纠正措施n nDo corrective actions address process,escape,and system Do corrective actions address process,escape,and system root causes?root causes?纠正措施是否是针对制程、流出及系统的根纠正措施是否是针对制程、流出及系统的根 本原因本原因n nHave negative effects of corrective actions been considered?Have negative effects of corrective actions been considered?是否考虑了纠正措施的负面影响（即边界效应）是否考虑了纠正措施的负面影响（即边界效应）2012.10.17GS/wey8D TrainingD5 Corrective Action ExamplesD5 Corrective Action ExamplesD5 D5 纠正措施案例纠正措施案例n nPoor Corrective Action Poor Corrective Action 差劲的纠正措施差劲的纠正措施n n“Re-train operator.”“Re-train operator.”操作工再培训操作工再培训n nGood Corrective ActionGoo