8D问题解决方式.ppt

8-DProblemSolving8-D问题解决方式,Sauer-DanfossShanghaiNovember,2005,EOs/SDsDesiredOutcomesEOS/SDS所期望的成果,Increaseusageof8DisciplineProblemSolving增加使用8D解决问题Developusageinallpartsofourbusiness发展到各个领域,“ItisnowaSauer-DanfossQualityPolicythatthe8Dformatbethestandardtooltocommunicateandsolvesignificantproblemsinthecompany.”EOFebruary2004萨澳丹佛斯的质量方针规定8D是用来进行沟通和解决公司出现的重大问题的标准工具。EOFebruary2004,EOs/SDsDesiredOutcomesEOS/SDS所期望的成果,Createacommonvocabulary创建一个共同的词汇ImproveSauer-Danfosscycletimeandqualityinsolvingproblems改进萨澳丹佛斯在解决问题方面的周期及质量,EOs/SDsDesiredOutcomesEOS/SDS所期望的成果,Emphasizethedocumentationofsolvedproblems强调已解决问题的归档Understandhow8DrelatestoSauer-Danfossqualityobjectivesandgoals.理解8D与萨澳-丹佛斯质量目标之间的相互关系Encouragepersonalgrowth鼓励个人发展,ProblemSolving问题的解决,Youandafriendareenjoyingafriendly(butcompetitive)roundofgolf.Asyouapproachthe16thhole,youhitanamazingdrivethatlandsjustshortofthegreen.Asyouwalkuptowhereyourgolfballlanded,younoticethattheballhasrolledintoapaperbagcarelesslyleftonthegroundbysomeone.你和朋友正在进行一场高尔夫球的友谊赛。当你打到第16个洞时，你作了惊人一击，球刚好停在草坪外。可当你走到球的旁边，却发现这只球滚进了一个纸袋里,ProblemSolving问题的解决,Therulesofgolfsaythatyouwillloseastrokeifyouremovetheballfromthebag.Strikingtheballwhileitremainsinthebag,maycauseyoutomis-hittheball.Whatareyourideasforsolvingthisproblem?根据高尔夫球赛的规则，如果你把球从纸袋里拿出来，那你将会失去一次打球的机会，如果不去移动这个纸袋，你有可能打不到球.对于解决这个问题你有什么想法？,ProblemSolving&Introductions问题的解决和介绍,Whatisyourname?你的姓名？Whatcompanydoyouworkfor?你所工作的公司？Whatareyoudesiredoutcomesforthistraining?你期望在这个培训中学到什么？Whatareyourideasforsolvingthegolfballdilemma?你对于解决高尔夫球这种进退两难局面的想法？,8-DProblemSolving8-D问题解决方式,StartedatFordasTOPS-TeamOriented,DataDriven在福特公司最先开始实施，以TOPS团队导向，数据驱动。Proventoolforsolvingmanufacturing,assembly,andofficeproblems.解决制造、装配、办公室问题的经验证的工具。IncludesIS/ISNOTandmanyothertechnicaltools包括“是/否”和许多其它技术工具。,8-DProblemSolving8-D问题解决方式,Excellentplanning,tracking,anddocumentationtool.优秀的计划、跟踪和文件管理工具。Recognizedindustrystandard(Internetsearch8dproblemsolving)公认的行业标准。（网上搜索“8dproblemsolving”）,Sauer-DanfossProblemSolvingToolset萨澳丹佛斯解决问题的工具,CQARStandardproblemtooltorecordandsolvecustomerperceiveddefectsCQAR是解决客户质量问题的标准工具8DProblemSolving8步法解决问题,Sauer-DanfossProblemSolvingToolset萨澳丹佛斯解决问题的工具,-Tooltogotoformoredifficultproblems.TheCQARsolutioncannotbedeterminedwithin4hours.-用于解决更困难的问题。CQAR解决方法不能在4小时内确定。SixSigmaComplexproblemsolvingtool.When8Dhasmultiplepotentialrootcausesandrequiresmorecomplextools.复杂问题的解决方式。当8D发现多种潜在的原因需要更复杂的工具。,8DProblemSolvingProcess,5.DefineandVerifyPermanentCorrectiveActions,7.PreventRecurrence,8.JOBWELLDONE!,8-D问题解决方式,0.意识到问题,1.必要的话，成立一个小组,2.描述问题和期望,3.贯彻和核实“临时围堵”行动,5.确定和核实永久性纠正行动,7.防止复发,8.圆满完成工作！,4.确定和核实问题根源,Step0第0步,BecomeAwareoftheProblem意识到问题,HowWeBecomeAwareofProblems我们如何意识到问题,CQARCQARCustomercall客户的电话FirstPassYield首次通过率Quality质量Cost(Excessivescrap,etc.)成本（过多的报废，等）Delivery交货WarrantyData质保期成本?？,Step1AssembleaTeamifNecessary第一步若必要组成一个团队,Formasmallteamofpeoplewiththeinterestandthenecessaryskillstoeffectivelyworkthroughthe8-Dprocess.组成一个小组，小组成员对8-D有兴趣并具有必要的技能，以便能够有效地完成8-D的工作,AssembleaTeam:Steps成立一个小组：步骤,Selectasmallnumberofpeople选定一小部分人组成一个小组Determineroles确定角色Developgroundrules发展基本规则Determinecustomer确定客户Determinescope,timetable,deliverables确定范围、时间表、可交付使用的结果,Step2DescribetheProblemandtheExpectation第二步描述问题和期望,Specifytheinternal/externalcustomerproblembyidentifyinginquantifiabletermsthewho,what,when,where,why,how,howmany(5W2H)fortheproblem.用可量化的术语:来详细说明内部和外部客户的问题Describeinquantifiabletermsthecustomerexpectationandthevision.用可量化的术言说明客户的期望和前景“who(何人),what(何事),when(何时),where(何处),why(为何),how(怎样),howmany(多少)”5W2H。,DescribetheProblem:Steps描述问题：具体步骤,Describetheproblem描述问题Refineproblemstatement进一步描述问题Writeproblemstatement写出问题陈述Writecustomerexpectation写出客户的期望Writevisionstatement写出前景陈述,KeystoProblemStatement问题陈述的关键,TheProblemDescriptionphaseinvolvesascompleteofdatacollectionaspossible.描述问题阶段涉及到尽可能收集相关的数据。Mayrequiretimetocollectthedata可以规定时间来收集数据。ItiskeytogettheProblemStatementaccurate.准确描述问题是关键。,ToolsforProblemDescription描述问题的工具,DataCollection数据的收集5Ws&2Hs“who(何人),what(何事),when(何时),where(何处),why(为何),how(怎样),howmany(多少)”Charting图表5Whys5个为什么,5Ws&2Hs,5Ws&2Hs,Whatswrongwithwhat?,ProblemInvestigationWorksheet,AskWhyFiveTimes,什么出了什么问题?,问题调查表,问5遍为什么,5WhysExample,InitialproblemstatementM46pumpsareleakingatpressuredecay.Why?Thefastenertorqueislow.Canyouproveit?Yes,thetorquewasmeasuredbelowspec.Why?Thetorquetoolisnotcalibrated.Canyouproveit?No,therecouldbemanyreasonsforlowtorque.FinalproblemstatementThefastenertorqueisbelowspeconsomeM46pumpspriortopressuredecaytest.,5个为什么的范例,最初的问题描述M46泵在压力测漏试验中泄漏.为什么?紧固件扭矩低.你能证明吗?是的，经过测量此扭矩没有达到规定要求.为什么?这个扳手没有被校准.你能证明吗?不，很多原因可能造成低扭矩的.最后的问题描述在一些M46泵中的紧固件扭矩在测漏试验前低于规定要求,CustomerExpectationandOurVision客户的期望和我们解决的前景,CustomerExpectation客户的期望Whatwillthesituationlookliketothecustomerafterthe8Disfinished?8D完成后客户的情形如何？Getcustomeragreement.取得客户的认同。VisionStatement远景描述Whatwillourprocesslooklikeinternallytomeetthecustomerexpectation?我们什么样的工艺流程会满足客户所期望的？,Expectation&VisionExample客户的期望和我们解决的前景范例,Customerexpectation.客户的期望.LeaksonM46pumps(inthefirst1000hoursofpumplife)mustnotexceed50DPM.M46泵的泄漏(在最初的1000小时泵寿命内)不能超过50DPM.Vision.解决的前景.WewillhaveaprocessthattorquesM46fastenerstotheproductionspecwithacpk2.我们将会设计一个工艺来确保M46的扭矩在规定范围内(cpk2),Step2:RequiredInformation,第二步：必要的信息,Step2Checklist,Doestheteamhaveapreliminaryproblemstatement?Istheproblemstatementrefinedwithwhys?Haveactionsbeenassignedformoreinformationneeded?Doestheteamhaveafinalproblemstatementthatcanbeproven?Hasacustomerexpectationbeenwritten?Hasavisionstatementbeenwritten?Doesthecustomeragreewiththeproblemstatementandexpectation?,第2步团队清单,有没有进行初步的问题描述?问题的描述有没有通过5Why来细化?是否已分配好任务来收集更多的信息?有没有已被确认的最终的问题描述?客户的期望是否已被记录?解决的前景陈述是否已被记录?客户对于问题的描述及期望是否认同?,第2步检查清单,Sauer-DanfossStandard萨澳丹佛斯的标准,TeamActivityProblemStatement小组活动问题的陈述,ProblemStatements问题陈述,DetailsTheswing,travel,hoist,tilt,toolcylinder,andstickcylinderfunctionspoweredbytheS-D155H4776(5section)and155H4778(3section)PVG120proportionalvalvemoveintermittentlywithoutanelectricalcommandsignalontheLAGrantBDREtoolcarriers.ThisproblemhasbeenexperiencedonmultipleBDREtoolcarriersoverthepast3yearsinmultiplelocations.Theproblemisintermittentandtendstoprogresswithmachineusage(500hours).,细节-在LAGrantBDRE刀具输送机上,由S-D155H4776(5section)和155H4778(3section)PVG120比例阀驱动的摇摆、平移、提升、倾斜、刀具和保持油缸功能在没有电控制信号的情况下，间歇性地运动。这种问题在过去3年，在多个地方的很多BDRE刀具输送机上发生。问题的发生是间歇性的，有随着机器的使用（500小时）而增多地倾向。,ProblemStatements问题陈述,陈述:Who-What-Where-When-Why-How-HowMany-,流量控制阀芯在没有电控制信号的情况下间歇性地离开中位。LAGrantBDRE刀具输送机PVG120155H4776和155H4778比例阀多处(没有确切的数量信息)在客户处运行500小时以后。?并非因为电控制信号需要调查?需要调查?-需要调查,Statement:Who-What-Where-When-Why-How-HowMany-,FlowcontrolspoolmovesfromneutralintermittentlywithoutanelectricalcommandsignalLAGrantBDREtoolcarrierPVG120155H4776and155H4778proportionalvalvesMultiplelocations(exactcountisnotavailable)After500hoursofoperationatthecustomer.?notduetoelectricalcommandneedsinvestigation?needsinvestigation?-needsinvestigation,ProblemStatements问题陈述,DetailsGeneralElectric(GE)isexperiencingshaftsealandpumpfailuresontheS-DSeries90250ccHydrostaticPistonPumponaturbinestarterapplication.TheshoulderoftheSeries90pumpfrontrollerbearingfailsinapproximately2hours,causingtheshaftsealtowearandleak,andcreatingalowchargepressurecondition,renderingthepumpunabletooperate.Thisfailuremodehasbeenobservedon6pumpsbuiltinatimeperiodofNovember2001throughJune2002.Expectationforstartersystemlife(pumplife)is500hours.,细节通用电气在涡轮起动器应用时，S-D系列的90250cc液压柱塞泵的轴密封和泵失效。90系列泵的前滚轴轴承的挡肩在大约2小时后出现问题，造成轴密封磨损、泄漏，从而导致一个低补油压力环境，使泵无法运行。这种故障模式在2001年11月至2002年6月生产的6个泵上发生。起动器系统的期望寿命（泵的寿命）是500小时。,ProblemStatements问题陈述,90250cc系列液压柱塞泵的轴密封在涡轮起动器应用时失效多种通用电气的涡轮起动器。90,250cc系列泵。密封泄漏和轴承失效。运行2小时后密封泄漏/轴承损坏/?需要调查?需要调查6(需要S-D零件号码和生产日期),陈述:Who-What-Where-When-Why-How-HowMany-,Series90250ccHydrostaticPistonPumpshaftsealfailsonaturbinestarterapplication.MultipleGEturbinestarterinstallations.Series90,250ccHydrostaticPumps.Sealleakandbearingfailure.After2hoursofoperation.Sealleaks/bearingfails/?needsinvestigation.?needsinvestigation6(needS-Dpartnumber(s)andmanufacturingdates),Statement:Who-What-Where-When-Why-How-HowMany-,Sauer-DanfossStandard,Step3第三步ImplementandVerifyInterimContainmentActions贯彻和核实临时性围堵行动,Defineandimplementinterimcontainmentactionstoisolatetheeffectofproblemfromanyinternal/externalcustomeruntilcorrectiveactionisimplemented.Verifytheeffectivenessoftheinterimcontainmentaction.确认和实施临时性围堵行动，使问题的影响不至于扩散到内、外部的客户那里，直到采取了修正措施。核实临时性围堵行动的效果。,HowstheCustomer?,Containment:definition围堵的定义,Contain围堵Keepwithinlimits限制在范围内Restrain,control,check,halt抑制，控制，阻止，暂停Stopthebleeding“止血”,ContainmentSteps围堵的步骤,Stoptheprocessifnecessary必要的话停止工艺Retrieve/Isolateanydefectiveproducts招回、隔离任何不合格产品Makelistofpossiblecontainmentactions列出围堵措施Consensusoncontainmentactions围堵行动达成一致Testthecontainment测试围堵Implementthecontainment执行围堵Documentthecontainment围堵的书面表示,ContainmentActions围堵措施,ContainmentActions围堵措施,Sauer-DanfossStandard,Break休息,Step4第四步DefineandVerifyRootCauses寻找和核实问题的根源,Identifyallpotentialcauseswhichcouldtheoreticallyexplainwhytheproblemoccurred.查找所有能够在理论上解释问题发生的潜在的原因。,Step4第四步DefineandVerifyRootCauses寻找和核实问题的根源,Isolateandverifytherootcausebymentaland/orphysicaltestofpotentialcausesagainsttheproblemdescriptionanddata.依据问题的描述和数据，用思考分析和、或物质试验，分离出问题的根本成因并加以核实,Define&VerifyRootCauseSteps寻找和核实问题的根源的步骤,Reviewproblemstatement回顾问题的陈述Developalistoffacts(Is/IsNot)列出事实表格（是/否）Chronologicallistofchanges按顺序排列Listofpossiblecauses列出可能的原因Comparepossiblecausestofacts根据实施比较原因Verifyprobablerootcause验证可能的根本原因Writerootcausestatement写出根本原因的描述,ToolstohelpDefineandVerifyRootCauses帮助查找和核实问题根源的工具,Is/IsNot?是/否？AskWhy5times?问5遍为什么？ChronologicalSequence?历史成因？BrainStorming?集体研讨？DatabaseSearch?数据库搜寻？FailureModeEffectsAnalysis(FMEA)?失败模式效应分析？DesignOfExperiments(DOE)?试验设计？,VerifyingRootCause核实根本成因(IS/ISNOT)(是/否),Whatswrongwithwhat?,ProblemInvestigationWorksheet,AskWhyFiveTimes,什么跟什么出了问题?,问题调查表,问5遍为什么,VerifyingRootCause(askingWHY5times)核实问题的根源(问5遍为什么),Customervehiclecannotmove.Brakesoncustomervehiclewillnotrelease.客户的车辆不能移动。客户车辆上的闸不能释放。WHY?为为什么？InvestigationsfoundmetalparticlesinthebrakereleasevalveandintheS-DLSHTmotorcasedrain.调调查发现松开制动阀和S-DDLSHT发动机壳上有金属粒。WHY?为为什么？MetalparticlesareoriginatingfromprematurefatiguechippingofthesplinesontheS-DLSHTmotorshaft.M金属粒来自S-DLSHT发动机轴上的花键的磨损碎片（尚未到磨损期),VerifyingRootCause(askingWHY5times)核实问题的根源(问5遍为什么),WHY?为为什么？TheprofileofthesplinesontheLSHTmotorshaftdonotmatchdesignspecificationscausinginterferencewithmatingpartsandexcessiveloading/stresslevels.TLSHT发动机轴上的花键的剖面和设计规格不符，导致和配件的冲突和过多的承载/压力水平。WHY?为为什么？NewCNCmachiningcenterwasintroducedtomanufacturingprocessinAugust2001.Theshaftprofilewasmeasuredatstart-upwithaninsufficientmeasuringprocedure.Theresultswerenotdocumented.N2001年8月，生产流程中引入了新的CNC加工中心。轴剖面是在最初不够有效的测量条件下测量的。测量结果并无文件记录。WHY?为为什么？ExistingprocedureforchangemanagementtoCtypecardanshaftisnotadequatewhenconsideringachangetothetoolsusedinthemanufacturingprocess.当制造工艺中运用的工具发生改变的时候，现有的对C型万向轴的改变管理程序不够完善。,ChronologicalSequence,Step5第五步DefineandVerifyPermanentCorrectiveActions确定和核实永久性修正措施,Throughpre-productiontestprograms,quantitativelyconfirmthattheselectedpermanentcorrectiveactionswillresolvetheproblemforthecustomer,andwillnotcauseundesirablesideeffects.Definecontingencyactions,ifnecessary,basedonriskassessment.通过生产前的试验程序，量化地确认所选择的永久性修正措施能为客户解决问题，并不会导致不必要的副作用。若有必要，在评估风险的基础上，确定处理偶然意外事故的行动。,Permanent:definition永久的定义,Continuingorenduring持续或持久的Stable稳定的Lasting耐久的,PermanentCorrectiveActions:Steps永久修正的措施：步骤,Developalistofmustsandwants列出肯定的或可能的措施列表Brainstormpossiblecorrectiveactions集体讨论可能纠正措施Determinebestcorrectiveaction确立最好的纠正措施Verifyeffectiveness核实效力Verifynoadversesideeffects核实不必要的副作用Committobestcorrectiveaction提交最好的纠正措施,DefineandVerifyPermanentCorrectiveActions确定和核实永久修正行动,Testyourfixinhousebeforereleasingproducttothecustomer.在向客户送交之前，自己先测试修改的效果。Ifriskishigh,haveabackupplantokeepcustomersatisfied.如果风险很高，要准备一个备用计划以使客户满意。,Step6第六步ImplementPermanentCorrectiveActions实施永久修正计划,Defineandimplementthebestpermanentcorrectiveactions(PCAs).Chooseon-goingcontrolstoensuretherootcauseiseliminated.Onceinproduction,monitortheprocessandresults.确定和实施最好的永久修正计划