8D报告纠正预防措施方案.doc

1、8D报告8D Report客户投诉信息描述Descri pti on of Customer com plai nt客户名称Customer Name问题类型P roblem Type失效模式Failure Mode投诉发生地点Locati on投诉来源Source产品信息 P roduct In formati on产品类别Classificati on产品型号及名称P roduct Model and Name产品料号P roduct Part#问题产品批号P roduct LotNo.关键部件型号及名称Key Part Model and Name关键部件料号Key Part Part#

2、关键部件批号Key P art Lot No.问题产品数量Defective Qty问题严重程度Pr oblem SeverityD0 :准备 Preparation主题Subject接收日期Date Received2012/4/5D1 ：团队 Team.先锋Pion eer组长Team Leader编号 Re port N0.:1成员TeamMembersD2 :问题描述 Problem Description500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:Ini tiated By:日期:Date:D3 :应急措施 Containment Action(s)

3、可插入文本、附件 (文件、图片等)1 nsert Text and/or attachments (documents, pictures, etc.) 无。证件已经下发。责任人:Respon sible:D4 :根本原因Root Cause(s)2012/4/6完成日期:CompI eti on Date:可插入文本、附件 (文件、图片等)1 nsert 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

4、印刷。其次，对版面没有进行仔细检查，导致通行证上岀现错字。责任人:Respon sible:杨兰英D5 :纠正措施Permanent Corrective Action(s)可插入文本、附件 (文件、图片等)lnsert Text and/or attachments (documents, pictures, etc.) 严格按照管理体系流程执行。责任人:完成日期：Compl eti on Date:完成日期：Compl eti on Date:Respon sible:D6 :效果验证 Effectiveness Verification可插入文本、附件 （文件、图片等）Insert Te

5、xt and/or attachments （documents, pictures, etc.）责任人：Respon sible:完成日期：CompI eti on Date:D7 :防止再发生Actio ns to Pr eve nt Recurre nee可插入文本、附件 （文件、图片等）Insert Text and/or attachments （documents, pictures, etc.）责任人：Respon sible:完成日期：CompI eti on Date:D8 :关闭、总结及经验Closure - Conclusion - Learning可插入文本、附件 （文

6、件、图片等）Insert Text and/or attachments （documents, pictures, etc.）责任人：Respon sible:日期：Date:是否关闭？Closure ？ 是否 YesNo备注Remark客户意见、未关闭的原因等Customer Comment ， reason of unclosed, etc.关闭人：Closed By:关闭日期：Closed Date:8D栏位说明:各栏位填写说明Colu mn filled in structio n:1.如果栏位空间不够，请自行调整或增加必要的附件；If the spaceisn'ten ou

7、gh, pls adjust the size or add necessaryattachme nts;2.在必要栏位插入图片、附件、压缩文件、图表等内容；In sert p ictures, files, attachme nts, comp ress files, charts, etc.if n ecessary;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Templ ate Item填写单位Respon sible to comp lete解释说明Explan at

8、i on编号 Report No.:各事业部根据文件定义给岀的报告编码（待客户抱怨系统上线后系统自动生成编码）Report No. is assig ned by each Grou p/Divisi on accord ing to the docume nt requireme nts. It will be assig ned automatically after using the CustomerComp lai nt Man ageme nt System.客户名称Customer Name问题类型P roblem Type问题类型指如外观、电性能、尺寸等For Exam ple

9、: Cosmetic, Electricalcap ability, Dime nsion, etc.失效模式 FailureMode失效模式指如：脏污、划伤、划痕等For Exa mp le: Dirt, Scratch, etc.抱怨发生地点Locati on抱怨发生的地点The locati on 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 com plaintarises from, such as: market, customer factory, etc.产品类别Classifi

10、cati on产品分类，如：电池、电芯、机构件、塑胶件等P roduct Classificatio n, such asbattery, cell, hous ing, p lastic, etc.产品型号及名称P roduct Modeland Name具体产品的型号及名称The model and n ame of the failure p roduct产品料号 Part#问题产品批号P roduct LotNo.关键部件型号及名 称Key Part Modeland Name女口：电池的关键部件是电芯Example : Cell is the key part of Battery关

11、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分选岀在各环节产生不良产品的数量Qua ntity of defective product found fromsort ing activities at each p rocess stage问题严重程度P roblem 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 eachGrou p/Divisi o

12、n, e.g. Sign ifica nt, Major, Gen eral, Minor.DO、D1主题 Subject抱怨的主要内容，一句话概述Main conten t of the comp lai nt describe as asubject接收日期DateReceived抱怨接受到的时间The time whe n acce pted the comp lai nt.先锋Pion eer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 oftencomes from the man ageme nt in gen eral, res pon sible

13、for sup ervis ing, supporting and decisi on-mak ing in the team work.组长TeamLeader领导小组成员按计划完成小组各项活动Lead the members to comp lete eachactivity accord ing to the acti on plan.成员 TeamMembers各部门相关人员，如：PE, QA, ME, 等相关人员 Releva nt pers onnel of eachde pt., e.g. PE, QA, QE, ME, etc.D2问题描述P roblemDescri pti

14、on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 con te ntof this complaint, and insert releva nt in formati on such as attachme nts, p ictures,etc.责任人Respon sible:编制此份报告者Name of i ndividual respon sible for establishi ng this report完成日期Comp leti on Date:问题描述填写完成时间The date whe n the p roblem descri ption f

15、illed outD3应急措施Con tai nmentActio n(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 actio ns after receivi ng customercomplain ts, it contains the acti ons take n on pr oducts on-l ine, in-delivery,storage and customer factory, etc.(co mp leted withi n 24 hours)责任人制定应急措施的责任人Name of

16、in dividual respon sible for establishi ngRespon sible:emerge ncy acti on完成日期Comp leti on Date:应急措施的完成时间The comp leti on date of containment acti onsD4根本原因 RootCause(s)从发生原因、流岀原因、流岀而未检测岀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 detailedexplan ati on/results of the Root Cause A

17、n alysis in clud ing occurred reas on,esca pe reason, esca pe but not detected reas on. In sert an alysis chart, data,pi ctures to dem on strate.(co mp leted withi n 7 days).责任人Respon sible:分析原因责任人Name of i ndividual respon sible for root cause an alysis完成日期Comp leti on Date:根本原因分析完成时间The comp leti

18、on date of root cause an alysisD5纠正措施P erma nentCorrectiveActio n(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 detailedexplan ati on of the Corrective Actio n Plan, follow up the imp leme ntati on of p la n and pr ovide releva nt evide nces (pi ctures, data,

19、 charts, insp ecti on reports, etc).(co mpl eted with in 14 days)责任人Respon sible:措施执行人 Name of in dividual res pon sible for impl eme nting the acti on.完成日期Comp leti on Date:措施完成时间The comp leti on date of acti onsD6效果验证Effective nessVerificati on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)Pr ovide releva nt

20、 evide nces to pr ove the p roblem has bee n impr oved, e.g.pi ctures, docume nts, data, etc.(co mpl eted with in 14 days)责任人Respon sible:验证人 Name of individual responsible for verifying the effectiveness完成日期Comp leti on Date:验证完成时间The comp leti on date of verificati onD7防止再发生Acti ons to Pr eve ntRe

21、curre nee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 secti on to p rovide imp roveme nt evide nee to pr eve nt complaints recurre nee; or tran sform p reve ntive acti ons into pr ocess or sta ndardize our curre nt p rocess to avoid recurre nee. (Con trol plans, docume nts, equi pment/jig up dates, etc.)责任人Respon sible:预防措施制定和执行者Name of in dividual res pon sib