8D报告纠正预防措施方案.doc

8D报告8D Report 编号Report NO.:1客户投诉信息描述 Description of Customer complaint客户名称 Customer Name问题类型 Problem Type失效模式 Failure Mode投诉发生地点 Location投诉来源 Source产品信息 Product Information产品类别 Classification产品型号及名称 Product Model and Name 产品料号 Product Part#问题产品批号 Product Lot No. 关键部件型号及名称 Key Part Model and Name-关键部件料号 Key Part Part#关键部件批号 Key Part Lot No.问题产品数量 Defective Qty问题严重程度 Problem SeverityD0：准备 Preparation主题 Subject接收日期 Date Received2012/4/5D1：团队Team先锋 Pioneer组长 Team Leader成员 Team MembersD2：问题描述 Problem Description 500张仙湖植物园车辆专用通行证中，证卡表面打印错误。“植”打成“值”编制人： 日期:2012/4/6Initiated By:Date:D3：应急措施Containment Action(s)可插入文本、附件(文件、图片等)Insert Text and/or attachments (documents, pictures, etc.)无。证件已经下发。责任人： Responsible:完成日期:Completion Date:D4：根本原因 Root Cause(s)可插入文本、附件(文件、图片等)Insert Text and/or attachments (documents, pictures, etc.)4月2日市场部临时接到交通局紧急制证需求，制作仙湖植物园车辆专用通行证，市场部杂证组没有按照管理体系要求，先由客户签字确认排版，再进行批量印刷。其次，对版面没有进行仔细检查，导致通行证上出现错字。责任人： Responsible:杨兰英完成日期:Completion Date:D5：纠正措施 Permanent Corrective Action(s)可插入文本、附件(文件、图片等)Insert Text and/or attachments (documents, pictures, etc.)严格按照管理体系流程执行。责任人： Responsible:完成日期:Completion Date:D6：效果验证 Effectiveness Verification可插入文本、附件(文件、图片等) Insert Text and/or attachments (documents, pictures, etc.)责任人： Responsible:完成日期:Completion Date:D7：防止再发生 Actions to Prevent Recurrence可插入文本、附件(文件、图片等) Insert Text and/or attachments (documents, pictures, etc.)责任人： 完成日期:Completion Date: Responsible:D8：关闭、总结及经验 Closure - Conclusion - Learning可插入文本、附件(文件、图片等) Insert Text and/or attachments (documents, pictures, etc.)责任人： Responsible:日期:Date:是否关闭？ 是 否 Yes No Closure？ 备注 Remark客户意见、未关闭的原因等 Customer Comment，reason of unclosed, etc.关闭人： 关闭日期:Closed By:Closed Date:8D栏位说明：各栏位填写说明Column filled instruction:1.如果栏位空间不够，请自行调整或增加必要的附件；If the space isnt enough, pls adjust the size or add necessary attachments;2.在必要栏位插入图片、附件、压缩文件、图表等内容；Insert pictures, files, attachments, compress files, charts, etc. if necessary;3.信息栏位不适用时，请用“ ”表示； If the item is not applicable, pls fill in it.模板项目 Template Item填写单位 Responsible to complete解释说明 Explanation 编号Report No.: 各事业部根据文件定义给出的报告编码（待客户抱怨系统上线后系统自动生成编码）Report No. is assigned by each Group/Division according to the document requirements. It will be assigned automatically after using the Customer Complaint Management System. 客户名称 Customer Name 问题类型 Problem Type 问题类型指如外观、电性能、尺寸等 For Example: Cosmetic, Electrical capability, Dimension, etc.失效模式 Failure Mode 失效模式指如：脏污、划伤、划痕等 For Example: Dirt, Scratch, etc.抱怨发生地点 Location 抱怨发生的地点 The location where the complaint occurred 抱怨来源 Source 抱怨是来自哪里的投诉，如来自市场投诉，客户工厂等 Where the complaint arises from, such as: market, customer factory, etc.产品类别 Classification 产品分类，如：电池、电芯、机构件、塑胶件等 Product Classification, such as battery, cell, housing, plastic, etc. 产品型号及名称 Product Model and Name 具体产品的型号及名称 The model and name of the failure product产品料号 Part# 问题产品批号 Product Lot No. 关键部件型号及名称 Key Part Model and Name 如：电池的关键部件是电芯 Example：Cell is the key part of Battery关键部件料号 Key Part Part# 关键部件批号 Key Part Lot No. 问题产品数量 Defective Qty 分选出在各环节产生不良产品的数量 Quantity of defective product found from sorting activities at each process stage问题严重程度 Problem Severity 严重程度根据各事业部文件中定义的客户抱怨等级（如：重大、严重、一般、轻微）Problem severity can be defined according to the document of each Group/Division, e.g. Significant, Major, General, Minor. D0、D1主题 Subject 抱怨的主要内容，一句话概述 Main content of the complaint describe as a subject接收日期 Date Received 抱怨接受到的时间 The time when accepted the complaint.先锋 Pioneer 一般为主管阶层，监督小组的进度,支援及对决策决定权力。The person often comes from the management in general, responsible for supervising, supporting and decision-making in the team work. 组长 Team Leader 领导小组成员按计划完成小组各项活动 Lead the members to complete each activity according to the action plan. 成员 Team Members 各部门相关人员，如：PE, QA, ME,等相关人员 Relevant personnel of each dept., e.g. PE, QA, QE, ME, etc.D2问题描述 Problem Description 陈述接受到抱怨的具体内容，可插入附件、图片等相关信息 Describe the content of this complaint, and insert relevant information such as attachments, pictures, etc. 责任人 Responsible: 编制此份报告者Name of individual responsible for establishing this report完成日期 Completion Date: 问题描述填写完成时间 The date when the problem description filled outD3应急措施Containment Action(s) 描述接受到客户抱怨所采取的应急措施，含对在制品，运输途中，仓储，顾客工厂等地方采取的措施（24小时内完成）Describe actions after receiving customer complaints, it contains the actions taken on products on-line, in-delivery, storage and customer factory, etc.(completed within 24 hours)责任人 Responsible: 制定应急措施的责任人Name of individual responsible for establishing emergency action完成日期 Completion Date: 应急措施的完成时间 The completion date of containment actionsD4根本原因 Root Cause(s).从发生原因、流出原因、流出而未检测出等方面进行详细的分析，可插入分析图、数据、图片等进行说明（7天内完成）Use this section to provide a detailed explanation/results of the Root Cause Analysis including occurred reason, escape reason, escape but not detected reason. Insert analysis chart, data, pictures to demonstrate.(completed within 7 days).责任人 Responsible: 分析原因责任人Name of individual responsible for root cause analysis完成日期 Completion Date: 根本原因分析完成时间 The completion date of root cause analysisD5纠正措施 Permanent Corrective Action(s)描述详细的纠正措施计划，跟进计划执行情况并提供相应的证据（含：图片、数据、图表、测试报告等）（14天内完成）Use this section to provide a detailed explanation of the Corrective Action Plan, follow up the implementation of plan and provide relevant evidences (pictures, data, charts, inspection reports, etc). (completed within 14 days)责任人 Responsible:措施执行人 Name of individual responsible for implementing the action.完成日期 Completion Date:措施完成时间 The completion date of actionsD6效果验证 Effectiveness Verification 提供相关的证据显示问题已得到改善，如：图片、文件、数据等（14天内完成）Provide relevant evidences to prove the problem has been improved, e.g. pictures, documents, data, etc.(completed within 14 days) 责任人 Responsible: 验证人 Name of individual responsible for verifying the effectiveness完成日期 Completion Date: 验证完成时间 The completion date of verificationD7防止再发生 Actions to Prevent Recurrence 证明通过改善可以防止类似问题的发生或将此改善行动拓展于类似的过程以防止再发或标准化于我们现行的过程，（如：控制计划，形成文件，设备、夹具改造等）Use this section to provide improvement evidence to prevent complaints recurrence; or transform preventive actions into process or standardize our current process to avoid recurrence. (Control plans, documents, equipment/jig updates, etc.)责任人 Responsible: 预防措施制定和执行者 Name of individual responsible for the establishment and implement