8D报告培训资料.ppt

2012.10.17GS/wey,8DTraining,8D报告培训,数据说话证据说事,深入分析准确阐述,培训讲师：胡章维,2012年10月17日,2012.10.17GS/wey,8DTraining,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,2012.10.17GS/wey,8DTraining,GloryseyCustomerGloryskyActionRequest(CAR)GuidelinesGlorysky客户纠正措施要求CAR应用指南,2012.10.17GS/wey,8DTraining,解决问题WhatisaCAR/8D?何谓CAR/8D?,AnCAR/8DReportisamethodtodocument,communicate,trackanddriveresolutionsforqualityissues.CAR/8D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。AnCAR/8DreportisFordMotorCompanysformatforproblemsolving.Itisthepreferredmethodusedthroughoutourindustry.CAR/8D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。,CARCCR、CAR、VCR。CCR8D,2012.10.17GS/wey,8DTraining,ImmediateContainment.采取迅速的围堵措施（短期对策）ClearidentificationofRootCause.真正识别问题产生的根本原因（真因）RobustCorrectiveActions.充分的纠正措施VerifiedCorrectiveActions.验证纠正措施Systemfixes.系统化（即纠正措施标准化或文件化）100%On-timeresponse.100%准时反应（即及时解决问题，准时回复客户）Eliminatetheproblemsthefirsttime.做到第一次就消除问题所在Preventionoffutureproblems.实现潜在问题的预防,CUSTOMER8DEXPECTATION客户应用8D的期望,2012.10.17GS/wey,8DTraining,CAR/8DReportProblems完成CAR/8D报告存在的问题,Notidentifyingthetrueprocesses,escape,andsystemrootcauses.没有识别出过程、流出及系统的根本原因（真因）Notimplementingsystemcorrectiveactions.没有实施系统性纠正措施Notproperlycontainingentirepipelineofproduct.没有针对产品的所有流程采取正确的围堵措施Unclearorambiguouswording.对问题采取的不明确或模棱两可的描述Notmeetingcustomerexpectationsregardingcontentandcycletime.不符合客户关于内容及回复时间的要求,2012.10.17GS/wey,8DTraining,CAR/8DRequirementsCAR/8D的要求,Allcorrectiveactionrequestsmustbecompletedusingan8Dreport(unlessadifferentmethodisrequiredbyCustomer).所有的纠正措施要求必须采用8D报告形式（除非客户要求采用不同的方法MustuseCorporateformat.必须采用Glorysky公司的格式Mustuse8Dchecklistasaguidelineincompletingthe8Ds.在完成报告的过程中必须采用8D检查表进行检查,2012.10.17GS/wey,8DTraining,8DisciplinestoProblemSolving解决问题的8个准则,D1EstablishaTeam组建问题解决小组D2DescribetheProblem描述问题D3Containtheproblem采取围堵措施（即短期对策）D4Identifytherootcauses识别/确认根本原因（真因）D5CorrectiveActions确认纠正措施D6ImplementCorrectiveActions实施纠正措施（即长期对策）D7PreventRecurrence防止再发D8CongratulatetheTeam小组庆祝,2012.10.17GS/wey,8DTraining,D1EstablishTeamD1组建问题解决小组,EstablishCrossFunctionalTeam.建立跨功能小组IdentifyaChampion.确定小组长Membersshouldbefromallaffectedareas,notjustquality!i.e.Sales,Logistics,Marketing,Engineering,LineOperators,ProductionMgmt.,etc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、生产管理等等TheTeamshouldaskthemselvesdotheyhavethecorrectskillmixtosolvetheproblem?小组应询问自己是否具有解决问题所必需的能力?,2012.10.17GS/wey,8DTraining,D2DescribetheProblemD2描述问题,ClearlyIdentifyandDefinetheProblem.明确识别和定义问题InmanycasesProblemsareambiguousorimprecise.在许多案例中，问题是模棱两可或不明确的ClarityensuresthateveryoneistryingtosolvethesameProblem.明确问题可确保任何人将尽力去解决问题,2012.10.17GS/wey,8DTraining,D2DescribetheProblemElementsD2描述问题要素,WhatistheProblem?Describethefailuremode.问题是什么?描述失效模式Wherewasitdetected?问题是在哪里被发现?Whenwasitdetected?问题是什么时候被发现?Whatlots/datecodesareaffected?被影响的批次/日期码是那些?Howmanypiecesareaffected?被影响的数量是多少?IstheCustomerinformationincluded?是否包含客户信息?,2012.10.17GS/wey,8DTraining,D2DescribetheProblemExamplesD2描述问题案例,PoorProblemDescription差劲的问题描述“Customerreceivedwrongpart.”客户接收到错误零件GoodProblemDescription完美的问题描述“CustomerreceivedincorrectvalueCRCW-0603resistorson4/1/12.CustomerP.O.441960(GSP.O.X765644-30)specifiedCRCW-0603,8.2KohmandreceivedCRCW-0603,82Kohmparts.”客户在4/1/12接收到阻值错误的CRCW-63电阻。客户订单号码441960（GS订单号码X765644-30）指定的CRCW-63电阻的阻值为8.2欧姆，而收到的CRCW-63电阻的阻值为82欧姆。,2012.10.17GS/wey,8DTraining,D3ContainmentD3围堵措施（短期对策）,Containmentissimilartoquarantine.Quarantinedoesnotcureadisease,butitkeepsitfromspreading.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FindandsegregatenonconformingproductstopreventshipmenttoCustomer.查找和隔离不良品，防止发往客户Shutdownprocesses/equipmentthatisproducingbadproduct.停止正在制造不良的加工或装配Makesurecontainmentactionsareeffective.确保围堵措施是有效的,2012.10.17GS/wey,8DTraining,D3ContainmentElementsD3围堵措施要素,Hasaneffectivecontainmentmethodbeenidentifiedanddocumented?是否有有效的围堵方法已经被确定和文件化?Havedates(ordatecodes)fortemporarycontainmentactionsbeenidentified?是否已经确定了临时围堵措施实施的日期?Haveactionsbeenverifiedwithbeforeandafterdata?是否已经验证了围堵措施实施前后的效果?Hastheentirepipelinebeencontained(production,warehouse,distributors)?是否对产品的所有流程采取了围堵措施（如生产线、仓库及发货）?Hasdetailedinstructionsoncontainmentbeenissuedtopeopleresponsibleforcontainment?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/wey,8DTraining,D3ContainmentExampleD3围堵措施案例,PoorContainment差劲的围堵措施“Operatorwasalertedofthefailure.”让操作工提防/注意此不良GoodContainment完美的围堵措施“Productionandwarehousematerialwasinspectedon4/1/12byJ.Smith(qualityassurancepersonnel)andtherewere0lotsoutof320containingmixeddevices.”Number?NG?Defectrate？J.Smith（质量保证人员）于4/1/12检查了生产线及仓库材料:数量？NG？不良率？,2012.10.17GS/wey,8DTraining,D4RootCauseD4根本原因（真因）,Rootcauseisthedisease(startingpoint)thatsetsinmotionthecauseandeffectchainthatcreatestheproblemorproblems.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）BewaryofselectingsymptomsinsteadofrootcausesIfyoufixasymptomyouwontsolvetheproblem.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Poorrootcauseselectionresultsinpoorcorrectiveactions.选择不正确的根本原因将导致不正确的纠正措施Usetoolssuchas5Whyanalysistoensurethattherootcausehasbeenidentified.应用象“5个为什么”分析法，确保根本原因被识别和确定,2012.10.17GS/wey,8DTraining,D4RootCauseElementsD4根本原因要素,Hastheprocessrootcausebeenidentifiedandestablished?制程根本原因是否已经被识别和确定?Hastheescaperootcausebeenidentifiedandestablished?流出根本原因是否已经被识别和确定?Hasthesystemrootcausebeenidentifiedandestablished?系统根本原因是否被识别和确定?Dothethreerootcausesexplainallweknowabouttheproblem(timing,failuremode,failureamount,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（如时间、失效模式、失效数量等等）?Wastherootcauseanalysisperformedusingthe5whytechnique?根本原因分析是否使用了“5个为什么”方法?,2012.10.17GS/wey,8DTraining,何谓5W2H,Who:IdentifycustomerscomplainingWhat:IdentifytheproblemadequatelyandaccuratelyWhen:TimingwhendidtheproblemstartWhere:LocationwhereisitoccurringWhy:IdentifyknownexplanationsHow:Inwhatmodeorsituationdidtheproblemoccur?Howmany:Magnitudequantifyproblem,2012.10.17GS/wey,8DTraining,何謂5W2H,何人：识別哪一个客戶在抱怨何事：适当、精确地识別问题何時：从什么时候问题开始发生何地：什么地方发生问题为何：识別已知的解释如何：在什么模式或状态下发生这问題多少：量化问题的程度,2012.10.17GS/wey,8DTraining,D4RootCauseExamplesD4根本原因案例,PoorRootCauseStatement差劲的根本原因“OperatorplacedwronglabelonPackage.ItwasanOperatorError.”操作工在包装箱上贴错了标签，是操作工的错。GoodRootCauseStatement完美的根本原因“ProcessRootCause:Anincorrectlabelwasplacedonthepackagebecausethecurrentsystemallowsformultiplelotstobeprocessed(batchprinting)atoneworkstation.”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“EscapeRootCause:Themis-labeledproductescapedbecausetherewasnoverificationstepatorafterthelabelprocess.”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,2012.10.17GS/wey,8DTraining,D5CorrectiveActionsD5纠正措施,Correctiveactionsshouldfixthediseaseorrootcause.纠正措施必须是针对病因或根本原因（真因）Correctiveactionsshouldaddressprocess,escape,andsystemrootcauses.纠正措施必须致力于制程、流出及系统的根本原因（真因）Negativeeffectsofcorrectiveactionsshouldbeconsidered.必须考虑纠正措施带来的负面影响（即边界效应）Retrainingofoperatorsisnotacorrectiveaction.操作工的再教育不属于纠正措施范畴Increasedinspectionisnotacorrectiveaction.增加检查（人员、数量、频次等）也不属于纠正措施范畴,2012.10.17GS/wey,8DTraining,D5CorrectiveActionsElementsD5纠正措施要素,Haveprimaryandalternativecorrectiveactionsbeenidentified?是否已识别和确定首选及多选的纠正措施Docorrectiveactionsaddressprocess,escape,andsystemrootcauses?纠正措施是否是针对制程、流出及系统的根本原因Havenegativeeffectsofcorrectiveactionsbeenconsidered?是否考虑了纠正措施的负面影响（即边界效应）,2012.10.17GS/wey,8DTraining,D5CorrectiveActionExamplesD5纠正措施案例,PoorCorrectiveAction差劲的纠正措施“Re-trainoperator.”操作工再培训GoodCorrectiveAction完美的纠正措施“ProcessCorrectiveAction:Changeworkflowtoaserialprocesswherebyonlyonelotisattheprintingstationatalltimes.Thiswilleliminatethechanceofmixingtheproductlabels.”制程纠正措施：变更流程，在任何时间标签印刷岗位只加工单一批次“EscapeCorrectiveAction:Implementabarcodeverificationsteptoensurethatcustomerlabelmatchesthefactorylabel.”流出纠正措施：实施标签验证步骤，确保工厂标签和客户标签一致,2012.10.17GS/wey,8DTraining,D6ImplementCorrectiveActionsD6实施纠正措施（长期对策）,Stepwherewemonitor/validatethatthecorrectiveactionshaveeliminatedtherootcause(s).确定我们监控/验证纠正措施是否已经消除了根本原因的步骤Datesforthestartandcompletionofthecorrectiveactionshouldbeidentifiedalongwiththeresponsibleperson.和纠正措施实施责任人一起确定纠正措施开始实施和完成的日期,2012.10.17GS/wey,8DTraining,D6ImplementCorrectiveActionsElements纠正措施实施要素,Havecorrectiveactiondatesalongwithresponsibleindividualbeenidentified?是否已经确定纠正措施实施日期和责任人?Havecorrectiveactionsbeenvalidatedtoeliminaterootcause(s)?对纠正是否进行了验证，它能否消除根本原因?,2012.10.17GS/wey,8DTraining,D6ImplementCorrectiveActionsExamplesD6纠正措施实施案例,PoorCorrectiveAction差劲的纠正措施“Complete.”已完成GoodCorrectiveAction完美的纠正措施“CorrectiveactionsstatedinD5werecompletedon4/1/12byJ.Smith.Postlabelinginspectionhasdiscovered0failuresoutof400lotsinspectedasof5/1/12.”J.Smith已于4/1/12完成了D5中描述的纠正措施。5/1/12在标签检查岗位共检查了400个批次，没有发现一批标签不良。,2012.10.17GS/wey,8DTraining,D7PreventRecurrenceD7防止再发,Preventtheproblemfromreturningbyaddressingproduction,business,management,orengineeringprocesses.通过向生产、业务、管理层、工程传达，以防止问题再发,2012.10.17GS/wey,8DTraining,D7PreventRecurrenceElementsD7防止再发要素,Dopreventiveactionsaddressbasicsystemissues?预防措施阐述是否基于基本的系统问题HaveFMEAs,controlplans,and/orproceduresbeenupdatedtoensurethatthesystemswillpreventissuesfromre-occurring?FMEA、控制计划及/或程序是否已经被更新，以确保系统可以防止问题再发Havepreventiveactionsbeenagreeduponbyallaffectedareas?预防措施是否已经征得被影响区域的认可Dounfinishedpreventiveactionshaveachampionandaprojectedcompletiondate?未完成预防措施是否确定了组长和其完成日期,2012.10.17GS/wey,8DTraining,D7PreventRecurrenceExamplesD7防止再发案例,PoorPreventiveAction差劲的预防措施“Sameascorrectiveactions.”预防措施同于纠正措施GoodPreventiveActions完美的预防措施“Workinstructionandcontrolplanhavebeenchangedon4/1/12toeliminatebatchprocessingandtoaddbarcodeverificationprocesses”作业指导书及控制计划已于4/1/12进行变更，以消除批次处理问题及增加标签验证过程“Auditchecklistwasmodifiedon4/1/12toincludemonthlycheckstoensuresinglelotprocessing.”检查表已于4/1/12修订，以确保单一批次生产。,2012.10.17GS/wey,8DTraining,D8CongratulateTeamD8小组庆祝,Variesbyfacilitybutmostoftenoverlooked.,2012.10.17GS/wey,8DTraining,OtherComments其他内容,8Dshouldsupplyfactsnotemotions.8D应该提供事实，不应带有感情色彩Avoidusinginternalacronyms.避免使用公司内部缩写Becompleteinyourdescriptions.叙述应该完整ItisourresponsibilitytofixGloryskyproblemsevenifwedonothavetraceabilityinformation.即使没有可追溯的信息，但关注Glorysky问题是我们的责任,2012.10.17GS/wey,8DTraining,ProtectTheCustomer保护客户,Wemusttakecustomerissuespersonally,respondingwithurgencyanddecisivenesstoquicklyresolvethem.我们必须亲自处理客户问题，紧急和明确的反应，以快速解决问题Quickimplementationofsolutionsthateliminatetheproblemforever,acrossallrelevantproducts,processesandapplications.针对所有相关产品、制程和应用，快速采取解决方案，以彻底消除问题Selfimposecontainment,withouthesitation,wherevariationisanissueortheroot-causeisnotknownandeliminated.仓促、自我欺瞒的围堵措施若被实施，则变差作为问题或根本原因不会被知道和消除Everyoneintheorganizationmustbeaccountableforqualityimprovement.任何组织成员均应致力于品质改善Wemustchangeourexpectation,behavior,andaccountability;onlyaccepting,andgiving,thecustomerexcellence!我们必须完善我们的愿望、行为和责任，不仅仅是接受和满足客户要求。,2012.10.17GS/wey,8DTraining,ManagementExpectations经营期望,Workingtogetherinanopenandhonestway-wecanexceedourcustomersexpectations!开放和诚实的合作态度我们将超越顾客的期望!IfwedonotmakeChanges,NothingwillChange!MustWantToMakeADifferencePersonalizeIt.AchieveResults!如果我们不求变革，将不会有任何变化!力求创新!人性化!达成结果!,2012.10.17GS/wey,8DTraining,西门庆之死,项目名称：,主导员：包拯队长:展昭领航员：公孙策日期：重和元年正月二十一日,GSPCB,8DExample,2012.10.17GS/wey,8DTraining,目录,项目范畴凶杀命案问题陈述刀伤身亡,步骤1：团队分工步骤2：问题描述步骤3：短期对策步骤4：问题寻找步骤5：解决方案步骤6：长期措施步骤7：效果验证步骤8：圆满成功,2012.10.17GS/wey,8DTraining,8DExample8D案例D1EstablishTeamD1建立小组,2012.10.17GS/wey,8DTraining,8DExample8D案例D2DescribeProblemD2描述问题,问题陈述：西门春雪状告开封府，家兄西门庆中刀身亡，死于重和元年正月二十一日,单身，死年33岁。,2012.10.17GS/wey,8DTraining,8DExample8D案例D3ContainmentActionsD3围堵措施,1、包拯下令：人命关天，立即封锁现场，由王朝至西门公司调查情况。查验西门公司是否还有他人伤亡；2、由马汉至西门子公司金莲饭庄调查情况。查验西门子公司是否还有他人伤亡；3、安抚西门公司家人，派遣王婆至西门公司问候；4、由张龙赵虎稽查开封镇，巡查治安如何，是否有伤及无辜；并封锁镇喉要道，防止凶犯潜逃；,2012.10.17GS/wey,8DTraining,8DExample8D案例D4ProcessRootCauseD4根本原因,Problem:问题：因何而死？Why?为什么：西门庆为何而死？-被菜刀所杀。为什么：死于何时何地？-重和元年正月二十一日夜死于潘金莲卧室塌下。为什么：是否有目击证明？-无。为什么：伤口几处？-一刀致命。为什么：凶器查验？-菜刀有被打砸的痕迹；刀柄上仅有一男子指纹。指纹中有一道明显疤痕。,2012.10.17GS/wey,8DTraining,8DExample8D案例D4ProcessRootCauseD4根本原因,关联分析1：1、死者发生在西门庆公司之子公司金莲饭庄，结合马汉查证，潘金莲与西门庆有频繁来往；查监控录像记录，西门庆多次夜入潘金莲起居室。2、调查潘金莲饭庄，得知该饭庄