8D制作作业规范.doc

8D 製作作業規範製作作業規範 一一 目目的的 建立 SCAR 回覆 8D 之製作與文件管制作業規範 二二 適適用用範範圍圍 凡處理 FCPGA 客戶抱怨者皆可利用 8D 之製作方式 回覆客戶 三三 相相關關文文件件 3 1 客戶抱怨處理作業規範 四四 定定義義 8D 8 Disciplines 八項項目 為 intel 所定義回覆抱怨的一般格式 SCAR Supplier Corrective Action Request 供應商改善對策要求 為 intel 對 供應商要求改善之正式文件 五五 作作業業流流程程圖圖 如下圖所示 客戶抱怨客戶抱怨處理 回覆 8D 8D 歸檔 藍圖室 客戶結案 六六 內內容容說說明明 6 1 8D 格式製作說明 8D 格式計有八個部分 範例如附件二所示 其中若是客戶有開 SCAR Supplier corrective action request 文件者 對於處理上有時效的限制 如防堵計劃須於收到起 24 小時內處理完畢 整個異常處理須於 1 週內完成 有關 Intel SCAR 寫作指引詳細 請參考附件三 對於一般未開 SCAR 之客戶抱怨 處理時線上相同 若同時發生時 則需評估嚴重性 依照優先順序排序進行處理 以下針對每個部分進行說明 6 1 1 Team Approach 成立問題解決團隊 解決該問題 其成員為來自與該問題有相關之領域或問題之發 生單位的專家或業務執行單位 並由理級以上之人員擔任 Owner 6 1 2 Problem Description 問題描述 問題描述需基於客戶所開的 SCAR 及遭剔退的缺點板加以分析 將問題 發生的時間 發生問題的內容如 Failure Mode 為何 影響的廣度與深度為何 受影 響的料號 批號為何 發生客戶是誰 缺點率等相關問題陳述的內容加以說明 明 確說明真正的問題 6 2 3 Analysis Finding 分析與發現 分析相關的異常資訊 確認缺點或問題的形成過程 進行問題的澄清 與驗證 確認問題所影響的製程範圍 如回溯問題批號之生產紀錄 關參數資料如 管制圖有無異常 L A 檢驗資料有無異常 6 2 4 Containment Action 防堵行動計劃 防堵計劃應列出防堵對策結果有效的時間點 保證異常物料發生的 期間內所有的物料皆已納入並回溯確認該異常物料 以區隔正常與異常的物料 計 劃中應列出確保其他的板子受到的影響程度減到最低 若有重供貨 sorting 的計劃 e g screen source inspection etc 應列入在計劃中 6 2 5 Root Cause 真正原因分析 真正原因分析應將確認真正原因的實驗或對策法列出 定出時程表 及附相關數據分析之結果 作為真正原因的分析 6 2 6 Corrective Action 改善對策 改善對策應包括對策執行與完成的時程表 能透過系統化的方式將真正 原因加以防止 利用永久改善對策來避免再發 6 2 7 Verification 效果確認 改善對策的有效性應經由數據收集作確認 資料可來自製程管制的數據 出貨品質保證的數據 進料品質檢驗數據或與問題相關的數據 利用數據加以驗證 改善對策的有效性 6 2 8 Prevention 防止再發 經確認用於永久改善之對策以避免再發之相關具體做法 可列於此 作為對策實施之有效性驗證 可附數據加以證明 七七 查查核核作作業業 回應客戶之改善對策 8D 文件需列入文件管制 儲存於藍圖室 CQE 完成 8D 的報告後 經客戶同意結案 8D 文件需附上文件簽核單 如附件一 依照該 流程完成文件歸檔 品保工程師依照客戶抱怨處理作業辦法進行客戶抱怨相關事務的處理 彙整來 自與客戶相關之會議 改善小組或 SCAR 之改善對策 附製程改善工程師 JE 之改善報告提出 off spec 參考 off spec 作業規範 並定出稽核頻率及實施期 間 經 CCB 核准後執行改善行動 Corrective Action 透過對策稽核 依照稽 核頻率進行稽核 並將稽核結果回應給 CQE CQE 依照實施之效果提出評估 報告 判定是否結案或轉入廠內稽核系統 第三類稽核 繼續進行改善稽核 CQE 則需將稽核結果分析彙整後評估改善行動的效果 提出評估報告檢討並 回應客戶品質改善成果 八八 核核准准及及施施行行 1 核准施行程序 本項規範由品保部品保課負責製作 經行政系統核准後實施 修訂時亦同 2 保密措施 2 1 保密等級 SCAR 回覆 8D 製作作業規範 的保密等級區分 屬於全廠 可公開討論 但不可洩漏於廠外人員 因此屬於密級資料 2 2 規範保管方法 本規範經過制訂 審核 核准程序後 由藍圖室負責登錄 於電腦 個人僅能依特定權限於終端機查閱 而且不得列 印或複製 分發給藍圖室與相關單位的規範 禁止擅自複 印並列入管制文件保管 九九 其其他他 A SCAR 及客戶抱怨處理文件分成兩類 A 類 SCAR B 類 一般客戶抱怨 B 客戶抱怨分三種等級 A SCAR 抱怨 B 一般異常抱怨 C 偶發性異常抱 怨 十十 附附件件 附件一 附件一 SCAR 履 歷 表 編號 8D 文件名稱 客戶抱怨處理紀錄表 會簽品保部分發 製訂單位 制訂日期製作人審核 品質工程課 核准90 單位製作單位使用單位 CTQ20CTQ20 CTQ20 客戶名稱 Intel 影響料號 抱怨內容 FCPGA 板邊銅 burr 客戶文件編號 文件分類 A SCAR 客戶抱怨等級 客戶抱怨等級 風險評估 LOW 有無退貨板 退貨數量 units 其他說明 1 客戶抱怨內容說明摘要 發生時間 問題描述 真正原因 防堵措施計 項 改善對策計 項 結案時間 2 回應客戶對策內容 請條列 AR 內容 負責單位 預計完成時間 文件流程 制定單位 制定單位主管審核 90 品質工程課會簽 Q00 核准 90 單位及使用單位存檔 管理 本文件保存於藍圖室至履歷表廢止或變更 附件二 附件二 回覆客戶抱怨的 8D 範例 COMPEQ MANUFACTURING CO LTD PO Box 100 Tayuan Taiwan R O C 33803 Telephone 886 3 386 3000Facsimile 886 3 385 7711 EIGHT DISCIPLINE WORKSHEET Rev The supplier must submit the corrective action response in the 8 D format specified below Note that the sections are due at different intervals Serial Open date Part NumberA1219105 05 00 Defect DescriptionForeign material in sealed moisture bags and substrate RequesterChristopher Chun YeeClose date SupplierCompeq Manufacturing Co Ltd Supplier Contact Roger Chen ext 5322 Discipline 1 TEAM APPROACH 1 CT plant manager Jerry Kuo 2 Owner K C Tseng 3 Member Ken Lee Roger Chen Samuel Peng Shiner Huang Jason Lin 4 Customer n a Discipline 2 PROBLEM DESCRIPTION Failure mode Foreign Material in the sealed moisture bags and on substrate Date issue detected WW19 5 Affected SLI Lot SLI CT017 619 CT018 756 Affected Customer site KM1 116K PG TBD CV1 TBD CR n a Defect rate 100 Discipline 3 ANALYSIS FINDINGS 1 Inspected 100 white plastic covers and white color FM as large as 4mm in length was found falling off from the boards refer to picture below The FM is found to be the flakes of white plastic cover materials which was created during the cutting process 2 Inventory status update WW20 1 Total Defective Materials 5 000 unclean boards Defective materials shipped to customer 2 900 boards Compeq inventory 92k packed WIP 2 100 boards Plastic chip size 4mm Discipline 4 COTAINMENT ACTION Containment ActionOwnerECDStatus 1Determine cleaning method 2Screen clean in house materials Packed units 92k White plastic cover 2100 boards ww20 5Done 3Plastic cover materials supplier containment 4Add air cleaning process prior to packing 5Sent local rep to arrange containment support in Intel factory Discipline 5 ROOT CAUSE The FM is found to be the flakes of white plastic cover materials The result of investigation showed the plastic cover supplier had a process excursion where the steam air cleaner after the cutting process was out of order at April 8 The plastic cover with uncompleted process was shipped to Compeq without notification Also there is no IQC system in place Compeq to check on this plastic cover Experiment OwnerECDStatus 1 2 3 Discipline 6 CORRECTIVE ACTION Corrective ActionOwnerECDStatus 1Add plastic cover in IQC listww19 5 2Inspect plastic cover prior to packing 3 1 Add plastic cover checking item in the packaging process implemented by WW19 5 2 Add plastic cover checking item in Compeq material IQC system ECD WW20 5 Discipline 7 VERIFICATION Data CollectedSample SizeResults 1Out going packaging check prior to shipping 153 k 100 0 FM 2I 1 153k units shipping at WW19 6 and WW20 1 were checked without defect found 2 Supplier corrective action verification update WW20 1 The new coming 3 000 units were checked with no white FM in side Discipline 8 PREVENTION 1 The first step utilizing IQC system to monitor the raw material 2 The second step using the revised packaging process to detect the nonconforming units 以此格式表列對策 而非以條列式表示 附件三 附件三 INTEL SCAR 寫作指引寫作指引 SUPPLIER CORRECTIVE ACTION REQUEST SCAR INSTRUCTIONS The Supplier Corrective Action Request form is intended to be in response to failures related to any aspect of supplier performance including but not limited to product delivery or performance and the supplier s management system performance Its main objective is to systematically document efforts by the supplier to accomplish the following things either in advance of or following the occurrence of a problem Recover the commitment or schedule for the item effected Contain the problem by identifying the other items effected by the problem and putting in place plans maintaining their original commitments or performance Systematically develop a Root Cause System Fix for the problem such that the supplier s system will not allow the problem to reoccur Follow up on corrective actions with permanent Specification and or Contract Change Notices that bring expectations into alignment SCAR PROCESS 1 Intel Procedures 1 1When a problem occurs the Intel Material Quality Engineer MQE or Commodity Specialist CS will initiate a Supplier Corrective Action Request SCAR for the commodity team 1 2The Intel MQE CS will document the details regarding the discrepant material attach supporting documentation and forward the SCAR to the supplier using the Intel SCAR tool 1 3The SCAR package will then be electronically mailed to the supplier with copies sent to the appropriate Intel personnel and the Supplier s customer management team 1 4The supplier will acknowledge receipt of the SCAR and will include in the acknowledgment commit dates for delivery to Intel of the Containment Plan and the Root Cause Corrective Action Plan 2 Supplier Acknowledgment response 2 1 The supplier should acknowledge the SCAR within 24 hours of receipt of the document 3 Supplier Recovery and Containment analysis and plan 3 1 The analysis and plan must be received from the supplier within the time required by the Intel commodity team in those cases where current or future units or shipments can be affected 3 2 In the case of a post mortem type of situation where the SCAR is issued after the fact the supplier recovery and containment activities can be documented with the Root Cause response 4 Supplier Root Cause Corrective Action Plan 4 1The plan must be delivered supplier within the time required by the Intel commodity team from the receipt of the SCAR 4 2If an extension is needed the supplier must notify the Intel Commodity Manager in advance of the required period and still respond within the required period 4 3Extensions must be accompanied by the following Preliminary root cause corrective action Schedule for completion of the final root cause corrective action New date at which time the final root cause and corrective action plan will be documented to the Intel MQE CS 4 4The supplier must include the following with the root cause corrective action response Supporting documentation e g process flow chart changes specification drafts revised documentation etc to verify the approach taken and document the changes made such that Intel will have a complete understanding of the problem and actions Supporting or implementation data that verifies the effectiveness of the system fix 5 If there are any recommended corrective actions to be taken by Intel as a result of the root cause corrective action by the supplier they should be noted by the supplier in their report and they will be taken into consideration by the appropriate commodity team 6 If the supplier corrective action is acceptable the SCAR will be closed 7 Contested SCARs 7 1 If the supplier corrective action does not meet Intel s requirements a formal communication shall be sent to the supplier s management indicating that the SCAR response is unsatisfactory 7 2 The supplier must then resubmit a revised corrective action plan to arrive at an acceptable solution 7 3 The revised corrective action shall be received within 7 calendar days of receipt of the notice to management that the corrective action is unsatisfactory 7 4 The SCAR corrective action will then be reviewed and dispositioned again 7 5 The process will continue until the SCAR is successfully closed to Intel s satisfaction 8 If the SCAR has not been closed after a reasonable time as determined by Intel the Intel commodity team will meet to determine a course of action 9 For major or complicated changes made by the supplier as part of the corrective action Intel may elect to audit the supplier to review status or verify changes 10 Any changes including but not limited to material process system or performance changes that are required in support of the corrective action are subject to any and all requirements related to the change notification process agreed to between Intel and the supplier COMPLETION OF THE FORMS The SCAR form will be initiated by the MQE CS and should include all necessary data for problem management and analysis by the supplier The supplier should add to this electronic form and use for response communication when completed INTEL WILL ENTER THE FOLLOWING INFORMATION SCAR Title and associated number QAN numbers where applicable SCAR creation date Supplier contact names and addresses Part identification and procurement documentation details Problem description defect classification and categorization Supplier lot identification disposition and defect magnitude Supplier response date expectations COMPLETION OF THE FORMS cont THE SUPPLIER MUST PROVIDE THE FOLLOWING INFORMATION 1 Problem description based upon a review of the SCAR and the rejected samples 2 Recovery