8DTeamorientedproblemsolving.ppt

1、1,2020年10月18日,8D TEAM ORIENTED PROBLEM SOLVING 8D团队导向解决问题方法,2,Identify and describe 8D process steps 识别和描述8D方法的步骤 Define 8D terminology 解释8D术语 Identify when to use the 8D process 认识何时使用8D方法 Practice writing 8D report 练习写8D报告 Identify and use tools that support the 8D process 识别和使用支持8D的工具,OBJECTIVES

2、目标,3,Fords 4 Quality Strategy 福特的4个质量策略,Quality Strategy 质量策略,4,D0 Become aware of the problem 了解问题 D1 Team Formation 成立小组 D2 Describe problem 描述问题 D3 Interim containment action 临时控制措施 D4 Root cause analysis 根本原因的分析,8D OVERVIEW 8D总括,5,D5 Choose & verify permanent solution 选择并校验永久性解决方案 D6 Implement t

3、he corrective action 执行纠正措施 D7 Prevent recurrence 预防问题再发生 D8 Congratulate the team 庆祝,8D OVERVIEW 8D总括,6,EXAMPLES举例 D0 Headache头痛 D1 See/visit doctor看医生 D2 Describe the symptoms诉症状 D3 Ease the pain (give pain killer) 暂缓疼痛 D4 Diagnosis诊断 D5 Choose Treatment (Medication, Operation, etc) 选择治疗方法（用药，手术等）

4、 D6 Treatment Given进行治疗 D7 Prevent Headache预防头痛 D8 Pay bill结账,7,Problem with cause unknown不知道问题发生的原因 Use 5 Why Analysis使用5个为什么分析 When you dont know why, problem exists. 当你不知道为什么时，问题继续存在 When there is no data and facts for certain defects, problem with cause unknown exists. 当没有资料和事实去确定缺陷时，未知原因的问题继续存在

5、,8D Application Criteria 8D运用标准,8,8D Application Criteria 8D运用标准 2. Need talents of team to cure, not mask problem 必须用团队的力量去解决问题，而不是掩饰问题 3. Justifies a team approach 证明团队方法是正确的,9,Time 时期: Past 过去 Present 现在 Future 未来 D2/D4 D0/D1/D3/D5 D6/D7 Question问题: Which direction are you going towards? 哪一种趋势是接近

6、你们的？,Problem Solving 解决问题,Decision Marking 标记结果,Planning 计划,Situation controls Organization 情景控制组织,Organization Controls situation 组织控制情景,10,D0:AWARE OF THE PROBLEM D0:意识到问题 Do you know why that defect occur? 你们知道缺陷为什么会发生吗？ 2. Do you need to cure the problem? 你们需要解决问题吗？ 3. Do you need a team? 你们需要一个

7、团队吗？,11,Form the team (5 7members)成立小组（57位成员） Champion支持者 Leader组长 Team Members成员 Recorder记录员 Facilitator推进者,D1:TEAM FORMATION D1:成立小组,12,D1：TEAM FORMATION D1：成立小组 Agree on Team小组达成协议: Workgroup guidelines工作组指导方针 Structure结构 Goals目标 Roles任务 Procedures程序,13,Work Group Guidelines工作组指导方针 Agreement on t

8、he task and objective同意分配的任务及目标 Check on timing检查时间 Keep work visible 保存工作记录 Use supporting information from manual使用指南中的支持信息 Define roles rotate 定义角色转换 Need any help需要帮助,D1：TEAM FORMATION D1：成立小组,14,Benefits作用: Multiple inputs of individuals experience 个人经验的多方面体现 More ideas and possible solutions 更

9、多的意见及可能性解决方案 Able to work on several areas at one time. 能够同时工作于几个工作区域,D1：TEAM FORMATION D1：成立小组,15,D1：TEAM FORMATION D1：成立小组 Why does team fail?为什么小组会失败呢？ No direction or planning没有指导或计划 Bogged down to committee委员会日趋瘫痪 No right member in the team小组里没有合适的成员 Politics政治问题,16,D1：TEAM FORMATION D1：成立小组 M

10、ajor inhibitors for team problem solving: 团队解决问题的最主要障碍 Problem incorrectly described问题的错误描述 Problem solving effort pushed 解决问题的干劲或努力不足 Poor team participation团队参与性差 Lack of technical skills 缺乏技能 Potential cause misidentified as the root cause 把潜在的原因错识别成根本原因 Permanent corrective actions not implement

11、ed 永久性纠正措施没有被执行。,17,D2: DESCRIBE THE PROBLEM D2：描述问题 Data gathering. 收集资料 Separate down to one specific problem by asking why. 通过寻求原因分开每一特殊问题 Develop problem statement (Operational Definition) 逐步描述问题（操作型定义）,18,D2: DESCRIBE THE PROBLEM D2：描述问题 Definition of a problem问题的定义 A deviation exists between a

12、ctual and deviation 存在于实际与非实际之间的偏差 Operational Definition操作型定义 Whats wrong with what? (Object and defect) 什么事情出现什么问题？（对象和缺陷） Or或者 What am I having trouble with and what is the trouble？ 我有什么问题，并且问题是什么？,19,Is and Is Not Table是否工作台: Based on Laws of Physics基于物理性质规律 Identify标识 What (Defect/Object)什么（缺陷对

13、象） Space 场所 Where哪里 Time时间 When什么时候 Mass规模 How Big多大 What else would you expect to see, hear, feel, smell, observe but do not observe? 你期望看到、听到、感觉到、闻到或观测到其它的什么情况，但不要用观测？,D2: DESCRIBE THE PROBLEM D2：描述问题,20,Is and Is Not Table是否工作台: Do 做 Support with facts and data支持事实和数据 Use team approach利用团队力量 Ask

14、question for clarification为弄明白问题而多提问题 Dont不做 Assumption假设 Hide information隐瞒资料 Defensive狡辩 Make judgment /jump to conclusion判断并立即下结论,D2: DESCRIBE THE PROBLEM D2：描述问题,21,D2: DESCRIBE THE PROBLEM D2：描述问题 Principles of D2 D2原则 A problem well define is solved faster 问题将被定义为需更快解决的。 Data used must be fact

15、ual specific and relevant 使用的资料必须是实际的细节或与事实有关的。 Through repetition of the why question, the situation is reduced to a specific problem. 对于一个特殊的问题，通过循环使用“为什么”分析后, 它的情节应该 是简洁明了的.,22,D3:IMPLEMENT AND VERIFY INTERIM (CONTAINMENT)ACTIONS D3:执行并验证临时(遏制性)措施 Decide to use ICA 决定使用ICA（临时纠正措施） Choose the best

16、 ICA by using benefit vs risks 通过比较好处与风险选择最好的ICA Test feasibility of ICA检测ICA的可行性 Commit to ICA提交ICA Verify the effectiveness of ICA 验证ICA的功效,Plan 计划,23,D3:IMPLEMENT AND VERIFY INTERIM (CONTAINMENT)ACTIONS D3:执行并验证临时(遏制性)措施 ICA Used to buy time to solve root cause while protecting your customer form

17、 the unwanted effect of your problem. 当问题会产生不良影响时,站在维护顾客利益的前提下, 我们通常要争取时间去解决根本原因 Authorized first aid but被认可为急需解决的,但以下4方面除外: costly昂贵的 attacks symptoms not origin of problem问题发生的征兆不是问题的起因 masking effect不起作用的 could be forgotten会被遗漏的 Optional随机的,24,D3:IMPLEMENT AND VERIFY INTERIM (CONTAINMENT)ACTIONS

18、D3:执行并验证临时(遏制性)措施 ICA Vs对 Band Aids帮助 Yes是 Attacks symptoms发生问题的征兆 Yes有 Yes是 Add costs增加成本 Yes有 Yes是 Monitored while being used监控目前的情况 No没有 Yes是 Documented文件 No没有 Yes是 Verified for effectiveness验证功效 No没有 Yes是 Replaced by permanent corrective action被永久性纠正措施取代 No不能,25,D3:IMPLEMENT AND VERIFY INTERIM (

19、CONTAINMENT)ACTIONS D3:执行并验证临时(遏制性)措施 Application Criteria For Decision Making决定实施的运用标准: Need to make the best choice first time. 在第一时间做出最佳选择. No margin for error.不出任何差错. Best choice is unclear among many alternatives. 最佳选择是指在许多可供选择的办法中不清楚的. Do not want the decision to cause additional problems. 不希望

20、结果引起额外的问题 Risk analysis will be performed in order to make sure the decision is good. 为了确保决定是正确的，一定要进行风险分析。,26,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因 Comparative analysis比较性的分析 Differences差异 Changes plus dates注明变化的日期 Develop possible causes逐步列出可能存在的原因 Changes/How theories变化推测 Verify root causes

21、验证根本原因 Field Test实地试验,27,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因 Step步骤: Find difference between Is and Is Not table (Refer D2 参考D2) 发现是与否表格之间的差异 Find the changes on difference发现差异的变化 “Change-how Theory” base on experience, knowledge凭经验和知识推测“变化多少” Test “Is and Is Not”检测“是与否” Choose most possible

22、 cause选择最有可能存在的原因 Verification (Field Test)验证（实地测试） Actual root cause实际的根本原因,28,Problem Solving Application Criteria问题解决的运用标准 Deviation exists偏差继续存在 Cause of deviation unknown未知的偏差原因 Need to determine the cause需要测定原因 Solve the problem解决问题,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因,29,D4:DEFINE & VE

23、RIFY ROOT CAUSES D4:定义和验证根本原因 Difference Criteria差异标准 Function of comparing Is to its corresponding (paired) Is Not Is 和它相对应的Is Not的比较功能 A fact that is only true of the Is 确切地说，事实指的就是仅Is是正确的。 New information not already shown in Is/Is Not list 新消息指的是没有列在“是否”清单上的。,30,D4:DEFINE & VERIFY ROOT CAUSES D4

24、:定义和验证根本原因 “Difference” Question差异问题 To uncover differences, ask揭开差异，问: What is Different什么是不同的， Unique特独的, Peculiar罕见的, Special特殊的, True真实的, Only of the * when compared to the *? 只有 是，当与 比较时？ Is Is Not * Fill in the blank填写空白处,31,Change Question变化问题 What has changed什么已变化 IN里面 On上面 AROUND周围 Or ABOUT

25、或者附近 ? The difference差异 Note: There may be more than one or no answer. 注：可能不只一个答案也可能没有答案。,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因,32,Develop Change - How Theory逐步展开如何变化的推论: How could this change have created ? 变化能引起怎样的 ？ Operational Definition操作性定义 Or或者 b) In what ways might this CHANGE create c

26、ause ? 哪些方面可能使变化引起 。 Operational Definition操作性定义 Eg. How could this new operator have create clogging on Charlie? 例子：在Charlie上新操作员怎样引起堵塞？,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因,33,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因 “Theory Testing”测试推论 If (Change-how theory) is the cause of (Operationa

27、l Definition) of does it explain why only the (Is) is affected, but never the (Is Not)? 如果 （怎样变化的推论）是 （可操作性定义）的原因，那么它可否解释 （是）受影响而 （否）不受影响的原因？ + = Yes Both Is and Is Not explained ：“是” 是与否双方的说明 = No Does not explain Is and/or Is Not ：“否” 说明是或否 ? = Need additional information to draw conclusion ？：需要附加

28、说明以定结论。,34,D4:DEFINE it may be at the wrong level 检查你的问题定义，它有可能是错误的 Consider using screening experiments to help identify key variation 考虑使用拍摄实验过程以帮助识别关键变量,35,Verify Root Cause (Field Test)验证根本原因（实用试验） Do experiment 做试验 Simulate some situation on different product 对不同的产品模拟一些情景 Make problem appear an

29、d disappear by removing and placing back the cause. 用排除和后置原因的方法使问题出现与消失,D4:DEFINE & VERIFY ROOT CAUSES D4:定义和验证根本原因,36,Data + Information 数据资料 Is And Is Not 是与否 Difference 差异 Changes 变化 Possible Causes 可能存在的原因 Testing 试验 Most Probable Cause (Root Cause) 最大的可能原因（根本原因）,D4:DEFINE & VERIFY ROOT CAUSES D

30、4:定义和验证根本原因,37,Team composition check 团队检查 Corrective actions address the cause of the problem, not the effect 纠正措施针对问题的原因，而不是针对问题的结果。 Choose best PCA (Risk Analysis) 选择最好的PCA（风险分析） Verify and validation of PCA (pilot run) PCA的验证和确认（引导管理） Inform customer 告知顾客 Reevaluate D3 ICA in terms of life expec

31、tancy, scope, cost, etc. 根据平均寿命、范围、成本等条件对D3的ICA再评估,D5: CHOOSE & VERIFY PERMANENT CORRECTION ACTIONS(PCA) 选择并验证永久性纠正措施(PCA),38,Develop contingency plans to react if something does go wrong after implementing PCA (for high risk factor associated corrective action) 在执行PCA后如果发生问题时，逐步用失控计划去解决。（适用于与纠正措施有关

32、的高风险因素）,D5: CHOOSE & VERIFY PERMANENT CORRECTION ACTIONS(PCA) 选择并验证永久性纠正措施(PCA),39,1）Problem is not fixed until在以下几点之前，问题尚未解决: The PCA is implemented PCA被执行 The Interim Corrective Action (s) at D3 is/are removed D3的临时纠正措施被移动 The changes to the system associated with the PCA are documented. Inform cu

33、stomers as necessary. 被证明的与PCA相关的系统变化，有必要告知顾客 Controls to monitor the continued effectiveness of the PCA are in place and operational 监控PCA持续功效 的控制是正确的和可操作的,D6：IMPLEMENT PERMANENT CORRECTION ACTIONS（PCA） 执行永久性纠正措施（PCA）,40,Plan 计划,Report 报告,2）Develop implementation plan逐步开展执行计划: Action Plan行动计划 Actio

34、n行动 Who谁 When什么时候 Gantt Chart 甘特图 3) Team composition check团队检查 4) Involve “Do-it Level” people包括执行层的成员,Implement 执行,Evaluate 评估,D6：IMPLEMENT PERMANENT CORRECTION ACTIONS（PCA） 执行永久性纠正措施（PCA）,41,D7:PREVENT RECURRENCE 预防问题再次发生,Prevent other similar problems from happening again. 预防类似问题的再一次发生 To fix system level deficiencies 解决系统水平的不足 Corrective actions at a system level can be exp