8D培训-解决问题的8个原则.ppt

TennecoAutomotive8-D/2000,1,TennecoAutomotive8-DTraining8D培训-天纳克,8DISCIPLINESTOPROBLEMSOLVING解决问题的8项纪律,8-D2005,TennecoAutomotive8-D/2000,3,ThiscoursewasdevelopedbyateamofTennecoAutomotiveemployeeswhohaveworkedonproblemsolvingeffortsforthepastfifteentotwentyyears.ThiscourseisasummaryoftheproblemsolvingprocessthatwasformerlyknownasPEP(PeopleEliminatingProblems)withintheridecontrolbusinessunitandQUIP(QualityImprovementProcess)withintheexhaustbusinessunit.FordMotorCompanyisacknowledgedasthedeveloperofthe“8-D”process.)该课程由一个由天纳克员工组成的，在过去的15-20年内致力于解决各种问题的团队开发的，是对解决问题程序的总结。这一程序以前在减震系统业务中被称为PEP(消除问题团队),在排气系统业务中被称为QUIP(质量改进程序)。福特公司被公认为是8-D程序的开发者。ThankstoKayShreve(Monroe,MI),MichaelBrown(Paragould,AR)andEuniceSpradlin(Cozad,NE)fortheirworkonthisproject.感谢KayShreve(Monroe,MI),MichaelBrown(Paragould,AR)和EuniceSpradlin(Cozad,NE)对此项目所作的工作。,TennecoAutomotive8-D/2000,4,D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳解决方案D-6VerificationofCorrectiveAction纠正措施验证D-7PreventRecurrence预防问题重复发生D-8CongratulatetheTeam祝贺团队,8-DisciplinesofProblemSolving解决问题的8项纪律,TennecoAutomotive8-D/2000,5,8-DisciplinesofProblemSolving解决问题的8项纪律D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳解决方案D-6VerificationofCorrectiveAction纠正措施验证D-7PreventRecurrence预防问题重复发生D-8CongratulatetheTeam祝贺团队,TennecoAutomotive8-D/2000,6,D-1FormTheTeam建立团队,Size规模5to7CoreMembers5-7位核心成员SupportNeeded所需支持Whatleveloftheorganization组织结构中的哪一层次Change改变Accordingtoneeds根据需要Roles角色Defineroles/responsibilities确定角色/责任-WHERE何处SeenonObject实物表示SeenGeographically地理表示(Supplier/Customer/Etc)(供应商/客户/等),TennecoAutomotive8-D/2000,7,D-1FormTheTeam建立团队CAUTIONS注意!,Ensurecross-functionalteammembers确保有多个功能部门的团队成员Includeprocessowners(thosewhodothework)要包括过程当事人(实际作这项工作的人员)Includechampionandleaderasroad-blockremovers要包括团队负责人和团队组长作为路障排除人,TennecoAutomotive8-D/2000,8,8-DisciplinesofProblemSolving解决问题的8项纪律D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳解决方案D-6VerificationofCorrectiveAction纠正措施验证D-7PreventRecurrence预防问题重复发生D-8CongratulatetheTeam祝贺团队,TennecoAutomotive8-D/2000,9,D-2DescribetheIssue描述问题,Definetheissueintermsofwhatiswrongwithwhat用“什么出现了什么问题”的方式来进行描述WHAT什么Objectwastheissueseenon出现问题的事物Whatdefectwasseen出现的问题WHERE何处SeenonObject在什么东西上SeenGeographically在哪些地区(Supplier,Customer,Etc.)(哪些供应商,客户,等),TennecoAutomotive8-D/2000,10,D-2DescribetheIssue描述问题,WHEN何时Firstseen何时首次发现Whenelseseen何时重复发现Whenseenintheprocess何时在工序/程序中发现HOWBIG多大Howmanyobjectshavethedefect有多少有缺陷的事物Howmanydefectsperobject每件事物上有多少缺陷Whatisthetrend趋势如何,TennecoAutomotive8-D/2000,11,D-2DescribetheIssue描述问题,TOOLSTOUSE可用工具Processflowdiagram工序流程图Checksheetstocollectdata用检查表来收集数据Anydatathatisreportingtheissue反映问题的任何数据Customercomplaints客户抱怨CurrentSPC/Datacollectionsheets现有的SPC/数据收集表PFMEA过程FMEAScrap/reworkreports废品/返工报表,TennecoAutomotive8-D/2000,12,D-2DescribetheIssue描述问题,TennecoAutomotive8-D/2000,13,D-2DescribetheIssue描述问题,TennecoAutomotive8-D/2000,14,D-2DescribetheIssue,TennecoAutomotive8-D/2000,15,D-2DescribetheIssue,TennecoAutomotive8-D/2000,16,D-2DescribetheIssue描述问题CAUTIONS注意!,Stateissueinquantifiableterms用可量化的术语来描述问题Usedatatosupportproblemstatement用数据来支持问题描述Describesymptom/effectoftheissue描述问题的症状/影响Avoidjumpingtoconclusionofcause避免跳至总结原因,TennecoAutomotive8-D/2000,17,8-DisciplinesofProblemSolving解决问题的8项纪律D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳解决方案D-6VerificationofCorrectiveAction纠正措施验证D-7PreventRecurrence预防问题重复发生D-8CongratulatetheTeam祝贺团队,TennecoAutomotive8-D/2000,18,D-3ContainmentActions临时控制措施,DetermineifContainmentisNeeded确定是否需要临时控制措施IFYES如果是Defineaction(s)确定措施Assignresponsibility明确责任Implement实施Document记录存档Monitor监督Establishexitcriteria确定完成标准,TennecoAutomotive8-D/2000,19,D-3ContainmentActions临时控制措施,IFNO如果不是Documentreasonswhycontainmentaction(s)arenotrequired记录不需要临时控制措施的原因,TennecoAutomotive8-D/2000,20,D-3ContainmentAction(s)临时控制措施CAUTIONS注意!,Ensurecustomerprotection确保保护客户的利益Determineanddocumentcriteriaforbegin/exitcontainmentactions确定并纪录控制措施开始/完成的标准Communicatetokeyprocessowners和主要过程当事人作好沟通,TennecoAutomotive8-D/2000,21,8-DisciplinesofProblemSolving解决问题的8项纪律D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳解决方案D-6VerificationofCorrectiveAction纠正措施验证D-7PreventRecurrence预防问题重复发生D-8CongratulatetheTeam祝贺团队,TennecoAutomotive8-D/2000,22,D-4FindandVerifyRootCause查找并确定根本原因,BrainstormforPotentialCauses集思广益查找潜在原因FreeWheeling言所预言UseFlipCharts用白板纸RoundRobin轮流发言StickyNotes便签纸,TennecoAutomotive8-D/2000,23,D-4FindandVerifyRootCause查找并确定根本原因,Brainstormingrules集思广益的规则AvoidCriticism避免批评WelcomeExaggeration欢迎夸张Wilder/Better越夸张/越好SolicitQuantity讲求数量AsManyAsPossible越多越好EncourageBuildingonOtherIdeas鼓励在别的想法上扩展StimulateParticipation刺激参与Oneidearperpersonperturn每人每次发言讲一条建议Roundrobin轮流依次发言RecordAllIdeas记录所有的建议DiscussionComesLater事后再进行讨论,TennecoAutomotive8-D/2000,24,D-4FindandVerifyRootCause查找并确定根本原因,Consider考虑Whatwashappening发生了什么事Whatwas“normal”正常应是怎样Whatchanged什么发生了变化Whatstarted什么开始了Whatstopped什么停止了VERIFY确定Cantheproblembeturned“on”and“off”问题是否可“停”，可“显”?,TennecoAutomotive8-D/2000,25,D-4FindandVerifyRootCause查找并确定根本原因,ToolsToUse可用工具FiveWhys五个为什么Fishbone/CausecalculatetheCpK(CpKmustbeequaltoorgreaterthan1.67)在今后三周内收集特定缺陷的数据，计算CpK值(CpK必须大于等于1.67)Testforcharacteristic“X”;zerodefectsallowed测试特性X,必须为零缺陷,TennecoAutomotive8-D/2000,37,D-6VerificationofCorrectiveActions纠正措施验证,VERIFICATIONMETHODS验证方法Trackovertimeinarea“Y”forthenext3months;overtimeshouldnotexceed“A”hourspermonth在今后三个月内跟踪Y区的加班情况。每月加班时间应不超过A小时。,TennecoAutomotive8-D/2000,38,D-6VerificationofCorrectiveActions纠正措施验证CAUTIONS注意!,Ensurecontainmentisnotendedtoosoon确保不要太早停止临时控制措施Avoidshorttermimpact避免短期影响,TennecoAutomotive8-D/2000,39,8-DisciplinesofProblemSolving解决问题的8项纪律D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳解决方案D-6VerificationofCorrectiveAction纠正措施验证D-7PreventRecurrence预防问题重复发生D-8CongratulatetheTeam祝贺团队,TennecoAutomotive8-D/2000,40,D-7PreventRecurrence预防问题重复发生,Identifywhatallowedtheproblemtooccurbysearching:检查以下几个方面，确定曾导致问题发生的因素Systems体系Practices习惯作法Procedures程序文件Reviewotherareaswherethisproblemcouldoccur检查其他可能发生同样问题的区域,TennecoAutomotive8-D/2000,41,D-7PreventRecurrence预防问题重复发生,TOOLSTOUSE可用工具Brainstorming集思广益ActionPlanning行动规划ProcessFlowDiagrams工序流程图pFMEAs过程FMEA,TennecoAutomotive8-D/2000,42,D-7PreventRecurrence预防问题重复发生,MethodtoPreventRecurrence预防问题重复发生的方法Identifytheopportunity查找问题发生的机会Definethescope确定范围Analyzethecurrentprocess分析现有程序Envisionthefutureprocess设想未来的程序Pilotandverifytheproposedchange试验并验证设想的变化,TennecoAutomotive8-D/2000,43,D-7PreventRecurrence预防问题重复发生,MethodtoPreventRecurrence-contd预防问题重复发生的方法(续)Implementthechange实施改变Changeallpertinentrecords修改所有相关的纪录Obtaincustomerapprovalpriortochangeifrequired需要的话，在改变前要取得客户的认可ContinuallyImprove持续改进,TennecoAutomotive8-D/2000,44,D-7PreventRecurrence预防问题重复发生CAUTIONS注意!,Ensurequalitysystemrequirements(TS16949)areadheredto确保符合质量体系(TS-16949)的要求Ensurecustomerapprovalisobtained,asrequired需要的话,要确保得到客户的认可Ensureprovisionforallimpactedareas确保实施到所有受影响区域,TennecoAutomotive8-D/2000,45,8-DisciplinesofProblemSolving解决问题的8项纪律D-1FormtheTeam建立团队D-2DescribetheIssue描述问题D-3ContainmentActivities临时控制措施D-4FindandVerifyRootCause查找并确定根本原因D-5SelecttheBestSolution选择最佳