8D-Problem-Solving-Process-8D问题解决方法.ppt

PROCESSES,PROCEDURES,ANDWORK INSTRUCTIONS Flextronics Best Practice APPROVALSDOCUMENT TITLEDEPTNAMETITLEDATEThe 8 Discipline(8D)Problem Solving ProcessFlex FactoryScott FroelichAmericas FF Lead3.10.03Flex FactoryBengt KvisthEurope FF Lead3.10.03Flex FactoryHS LimAsia FF Lead8.10.03QualityCor GraatEurope Quality Director3.10.03Six SigmaJoel EvelandAmericas Six Sigma Lead3.10.03QualityEB YoehAsia Quality Director10.10.03Six SigmaLes KillickEurope Six Sigma Lead3.10.03DOCUMENT NUMBERREVISIONSHEETFBP-QMS112B1 OF 66Revision History REVISIONDESCRIPTION OF CHANGEORIGINATORRELEASE DATEANEW RELEASEL.Killick5 December 02BUpdates on pages 21/33/35/36/41/42 and 59P.Mller1.October 03UNCONTROLLED COPY.VALID ON 05-May-24 ONLY!The 8 Discipline(8D)Problem Solving Process FBP-QMS 112-BCourse ObjectivesTo enable participants to solve problems by4following a discipline problem solving methodology using the 8 Discipline(8D)Process4applying the proper quality toolsCourse ObjectivesFBP-QMS 112-B3Uncontrolled Copy.Valid on only!8D Problem Solving ProcessProblem SolvingHighLowUrgentHighImportantImportant and Urgent“8 D Reactive Problem Solving”Important not Urgent A Proactive Improvement Process(7 Step,Kaizen)Not Important andNot Urgent “Get a New Job”Not Important and Urgent“Reprioritize Work”Low When do you use a Reactive Problem Solving process?v For high priority problems v When standards and specifications are not being metv When a process is out of controlv When formal evidence of problem resolution is requiredFBP-QMS 112-B4Uncontrolled Copy.Valid on only!8D Problem Solving ProcessProblem Solving-Statistical ToolsIf the only tool you have is aHammer,everything looks like a nailThe formal approach to problem solving requires that you base your assessment of the problem and the effectiveness of the solution on data,not speculation or opinionsFundamental statistical tools are used throughout the problem solving process to ensure measurable results FBP-QMS 112-B5Uncontrolled Copy.Valid on only!8D Problem Solving ProcessProblem Solving-Statistical ToolsStep 1-Form a TeamStep 2-Describe the ProblemStep 3-Contain Problem Step 4-Identify&Verify CausesStep 5-Develop Corrective ActionStep 6-Implement&Verify ActionStep 7-Prevent RecurrenceStep 8-Celebrate SuccessFlowchartsXXXXXBrainstormingXXXXXXForce Field AnalysisXXCause and EffectXXInterviewingXXSurveyingXXXChecksheetsXXXXHistogramsXXXXPareto AnalysisXXXXRun ChartsXXXPie ChartsXXXXCriteria Rating FormsXXList ReductionXWeighted VolumeXGantt ChartXXXPERT ChartXXXFBP-QMS 112-B6Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Problem SolvingThe 8D system is a problem solving process thatThe 8D system is a problem solving process thatIdentifies problemsTakes interim containment actionDescribes problems in measurable termsAnalyzes them using data and basic statistical toolsFinds the root causeCorrects the problem by eliminating the root causeFBP-QMS 112-B7Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Problem SolvingACTDOPLANCHECK4Identify&Verify Root Causes3Contain Problem2Describe/defineProblem1TeamSet-up7Prevent Recurrence8Celebrate and Communicate Success5Develop Corrective Action Plan6Implement&Verify CorrectiveAction8DProcess8D follows the logic of the PDCA Cycle(a.k.a.Shewhart or Deming Cycle)FBP-QMS 112-B8Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Problem Solving CharacteristicsvWorks on problems that are specific,manageable and well definedvAnalyzes all aspects of a problemvDevelops rationale for proposed solutions vGathers critical data about the problem and proposed solutionsvTeam oriented processvPlans how to implement and evaluate the action successfullyFBP-QMS 112-B9Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Process Step 1ACTDOPLANCHECK 1-Team Set-up8DFBP-QMS 112-B10Uncontrolled Copy.Valid on only!8D Problem Solving ProcessDetermine whether a team is needed to address the issue:if so,1.Select and enlist the team members2.Establish roles and responsibilities3.Review the scope and objective of the teams activityStep 1:Team Set-up-ObjectivesFBP-QMS 112-B11Uncontrolled Copy.Valid on only!8D Problem Solving ProcessMembership4Stakeholders4Knowledgeable people/technical experts4People accountable&responsible for problem areaTeam SizeIdeally,4 to 6 members to Enhance interactionPromote communicationDrive commitment to the taskScope,Objective,Roles and Responsibilities4Identify what the team is expected to address4Review the teams availability4Clarify the level of decision-making authorityStep 1:-The Problem Solving TeamFBP-QMS 112-B12Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 1:-Team ActivityGoals1.Clarify the issue to be addressedReview supporting dataAssess the magnitude2.Establish the team roles,responsibilities,scope and objectives3.Brainstorm potential problems surrounding the issue and ideas related to them4.Collect supporting data about the problem area(s)5.Discuss the general plan for approaching the problem(s)FBP-QMS 112-B13Uncontrolled Copy.Valid on only!8D Problem Solving Process1.Have the reported issues been identified?2.Has the problem topic been identified?3.Has a team been established?4.Have meeting and decision-making processes been agreed upon?5.Has a general project plan been developed?Step 1:Team Set-up-ChecklistAre we on target?FBP-QMS 112-B14Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Process Step 2ACTDOPLANCHECK2Describe/defineProblemTeamSet-up8DFBP-QMS 112-B15Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 2:Describe/define Problem-Objectives1.Analyze and interpret data to narrow down the problem to be addressed2.Develop a formal problem statementFBP-QMS 112-B16Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 2:Describe/define Problem-General ProcessvIdentify the problem topics that may surround the issue,and select the problem target area.vBrainstorm and record the teams ideas about the problem areavCollect data to validate that a problem exists Establish what standard or specification applies to the situationConsider all available sources of information that may relate to the problem(including external sources)vDevelop and implement a general plan for approaching the problemFBP-QMS 112-B17Uncontrolled Copy.Valid on only!8D Problem Solving Process1.Summarize and Interpret DataA.Interpret the data collected,obtaining additional(more specific)data if necessary to clarify the problem-Consider the standard who,what,when,where,and how elements-Use the basic statistical tools to clarify the data and display the findings in an appropriate format-The collected data should be evaluated against the standard or specification required to be met B.Compare the data with business objectives,performance measures,and applicable standards or specifications Step 2:Describe/define Problem-General ProcessFBP-QMS 112-B18Uncontrolled Copy.Valid on only!8D Problem Solving Process2.Develop and Write a Problem StatementA.Write the“Current state”statement describing the present situation.B.Write the“Desired state”statement describing the requirement or specification.C.Identify the gap.D.Combine the three to generate the Problem Statement Step 2:Describe/define Problem-General ProcessFBP-QMS 112-B19Uncontrolled Copy.Valid on only!8D Problem Solving Process1.A clear statement of the problem in measurable termsBased on data,not speculationNo causes-Root cause has not yet been developedNo solutions-Solutions must target the root causeNot too general 2.The Problem Statement must include:The“Current state”or“as is”conditionThe“Desired state”or required positionThe“Gap or difference between the current and desired statesStep 2:Describe/define Problem Problem StatementFBP-QMS 112-B20Uncontrolled Copy.Valid on only!8D Problem Solving ProcessReported Issues1.Customer test failure rates are too high2.Business with this high profile customer is in jeopardyProblem TopicCustomer test yields are unacceptableAnalysis leads us to the following problem statement The customers test yield on our product is 75%(current state),the required yield is 95%minimum(desired state),the customers test yield is 20%less than the acceptable level(gap).Review of the statement1.Is it based on data?Yes2.Are there causes in the statement?No3.Are there solutions in the statement?No4.Is the statement too general?NoConclusion:The Problem Statement meets the general criteriaStep 2:Describe/define Problem-The Problem Statement:ExampleFBP-QMS 112-B21Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 2:Describe/define Problem-Team ActivityGoals1.Analyze the problem data to try to confirm the problems2.Compare the data to business objectives,performance measures,and applicable standards or specifications 3.Use the collected data to establish the current and desired states,and gap4.Write the Problem StatementFBP-QMS 112-B22Uncontrolled Copy.Valid on only!8D Problem Solving Process1.Have the applicable standards been identified?2.Has data about the problem been taken and reviewed?3.Has the problem been identified by What,When,Why,How and How Much?4.Has the problem been defined in measurable terms?5.Has the customer provided input to the problem?6.Do we have the right team members to proceed to the next step?Step 2:Describe/define Problem-ChecklistAre we on target?FBP-QMS 112-B23Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Process Step 3ACTDOPLANCHECK3Contain ProblemDescribe/DefineProblemTeamSet-up8DFBP-QMS 112-B24Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 3:Contain Problem-Objectives1.Identify and select containment action(s)2.Develop and implement a containment plan3.Analyze the effectiveness of the containment actionsFBP-QMS 112-B25Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 3:Contain ProblemContainment Also known as short term corrective actionObjective is to take immediate interim action toprevent the problem from impacting the customerwhile the root cause is being investigated and corrective action is established and implementedTypically,containment involves sorting,screening or testing with rework as required,and sequestering affected product or materials while awaiting dispositionFBP-QMS 112-B26Uncontrolled Copy.Valid on only!8D Problem Solving Process1.Brainstorm and select interim containment action(s)2.Plan for implementation3.Implement containment actions 4.Verify interim actions are in place and effectiveStep 3:Contain Problem-General ProcessFBP-QMS 112-B27Uncontrolled Copy.Valid on only!8D Problem Solving ProcessUses the creative capacity of a group of people to generate ideasUsesIdentifying problem areasFinding potential causes of problemsGenerating alternative solutionsGuidelinesNo evaluation or criticismEncourage wild ideasBuild on ideas of othersStrive for quantityTypes Structured4Members participate in sequence verbally(Round Robin)4Members write their ideas down in the session(Slip method)Unstructured4Random verbal input(Free wheeling)Step 3:Contain Problem-BrainstormingFBP-QMS 112-B28Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 3:Contain Problem-BrainstormingGeneral Approach:1.Identify a facilitator to guide the sessionKeep session movingPromote a volume of ideasPrompt and ask questions2.Identify the recorder of ideas(scribe)Ideas should be recorded as closely to what is said as possibleUse a flip-chart to keep ideas visible3.Define the topic4.Define the time period for the sessionFBP-QMS 112-B29Uncontrolled Copy.Valid on only!8D Problem Solving ProcessPlanningObjective is to ensure that formal actions are taken in a systematic fashionA structured and trackable plan,using a formal tool such as a Gantt chart is recommendedGeneral Process1.Break tasks into achievable steps.2.Assign task responsibilities.3.Set up time frame and milestones.4.Create a document for tracking the progress of the implementation5.Additional consideration for inclusion in the plan are strategies for communicating and gaining commitment,contingency plans,and measures to evaluate the effectsStep 3:Contain Problem-The Implementation PlanFBP-QMS 112-B30Uncontrolled Copy.Valid on only!8D Problem Solving ProcessGantt ChartStep 3:Contain Problem-The Implementation PlanFBP-QMS 112-B31Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 3:Contain Problem-Team ActivityGoals1.Select the containment action(s)to be taken2.Develop any necessary plans3.Implement the action(s)4.Verify the containment actions are in place and effectiveFBP-QMS 112-B32Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 3:Contain Problem-Checklist1.Have potential containment actions been identified?2.Have containment actions been identified?3.Have containment actions been implemented?4.Have all affected products(Store,truck,at customer,)been considered5.Are the containment actions effective at protecting the customer from defects?6.Have containment actions been verified?7.Do we have the right team members to proceed to the next step?Are we on target?FBP-QMS 112-B33Uncontrolled Copy.Valid on only!8D Problem Solving Process8D Process Step 4ACTDOPLANCHECK4Identify&Verify Root CausesContain ProblemDescribe/Define ProblemTeamSet-up 8DFBP-QMS 112-B34Uncontrolled Copy.Valid on only!8D Problem Solving ProcessStep 4:Identify and Verify Root Causes-Objectives1.Identify the probable causes of the problem(consider the occurrence and escape route causes)2.Select and verify the root cause(s)3.Identify and clarify potential corrective actionsFBP-QMS 112-B35Uncontrolled Copy.Valid on only!8D Problem Solving Process1.Identify Probable CausesA.Review customer requirementsB.Brainstorm and organize possible causes (e.g.,cause and effect diagram)C.Explore levels of causeD.Identify probable causesE.Rank causes by correlation to effect:Strong,Moderate or Weak2.Analyze Probable CausesA.Select probable causes for data collectionB.Determine collection method(e.g.,Checksheet)C.Collect/analyze/display data to identify root causes preventing the desired state”from being reachedStep 4:Identify and Verify Root Causes-General ProcessFBP-QMS 112-B36Uncontrolled Copy.Valid on only!8D Problem Solving Process3.Select Root Causes for ActionA.Prioritize root causesB.Select root cause(s)to work onC.Determine if taking action is within the scope or the team or if additional resources need to be enlisted D.Develop and implement experiments to test and validate root causesE.Revise problem statement(if required)Step 4:Identify and Verify Root Causes-General ProcessFBP-QMS 112-B37Uncontrolled Copy.Valid on only!8D Problem Solving ProcessCause and Effect Diagram A structured form of BrainstormingIdentify,explore,and display a problem(effect)and all possible causesUses Analysis of a problem Guide for discussionIllustrate level of technologyEvaluate knowledge of a processCollection of dataEducation toolMost common cause categoriesPeople,machine,materials,methods,environmentStep 4:Identify and Veri