Closed Loop Corrective Action

1、QUAL 9393Advanced MethodsGlobal BPI276Copyright 2003 Dell Computer CorporationRevision 042103Closed Loop Corrective ActionModule 14 CLCAGlobal BPI277Copyright 2003 Dell Computer CorporationRevision 042103Module Objectives1. Differentiate between Issues, CLCA problems, and BPI projects2. Describe a 5

2、C/CLCA problem solving analysis in detail using Is-Is not, 5 Whys, and FMEA techniques to facilitate a 5C/CLCA problem solving analysis3. Differentiate between containment, corrective, and preventative actionsClosed LoopCorrective Action CLCAGlobal BPI278Copyright 2003 Dell Computer CorporationRevis

3、ion 042103Closed Loop Corrective ActionWhat is the “l(fā)oop” in CLCA?Why not “Closed Loop Containment Action?”Why not “Closed Loop Preventive Action?What is the trade-off between preventive and corrective actions?How do you differentiate between an issue, a CLCA problem, or a BPI project?Objective 1CLC

4、A CLCAGlobal BPI279Copyright 2003 Dell Computer CorporationRevision 0421035C/CLCA 1. Characterize2. Contain3. CausalAnalysis4. Corrective Action5. ClosureCLCA / 5C Problem Solving Model1. Characterize the problem2. Contain the problem3. Causal analysis4. Corrective actions5. Closure checklistObjecti

5、ve 1CLCA CLCAGlobal BPI280Copyright 2003 Dell Computer CorporationRevision 042103DefineMeasureAnalyzeImproveControlReportBPICharacterizeContainmentCausal AnalysisCorrective ActionClosureCLCACommon Cause IssueBPI CandidateSpecial Cause IssueObjective 1CLCA CLCAGlobal BPI281Copyright 2003 Dell Compute

6、r CorporationRevision 042103Issue Tracking versus CLCA versus BPIIncidentOccurrenceCustomer ExperienceFocusAction RequiredTimingResources involvedIssue TrackingSpecial causeFirst time ThreatContain ImmediateHours or DaysLowCLCASpecial / common cause RecurringImmediate threat CorrectSystemic WeeksMod

7、erateBPI ProjectCommon causePersistentOn-going threat Prevent Systemic MonthsHigh or Very HighObjective 1CLCA CLCAGlobal BPI282Copyright 2003 Dell Computer CorporationRevision 042103CharacterizeIssue #: Issue Title: Customer reports USB printer cable is missing from order.Date: 7/18/2002Description:

8、 374% increase in USB cable attach rate and corresponding increase in MWD. PTL scan history verify items were picked and scanned. However, an increasing percentage of customers are not recognizing the USB cable and reporting cable as missing.Champion: ContainContainment: : Requested 911 / Livewire u

9、pdate to be sent to all Customer Care reps on 14-February-2002. Request included photos of cable and location in system box. Relabel 75,000 cables in the factory until supplier labeling cut in.CauseRoot Cause: 374% increase in USB cable attach rate and corresponding increase in MWD. PTL scan history

10、 verify items were picked and scanned. CE/Usability audits have determined the USB cable is in the system box, but is not recognized by the customer.CorrectiveCorrective Action: Add customer friendly labeling to USB cable. Preventive Action: Reviewed top 15 M&W boxing items for “l(fā)abeling” opportunit

11、ies. Review all new boxing items for “l(fā)abeling” opportunities as introduced. No additional opportunities currently.ClosureVerification: MWD contribution dropped from 0.14% to 0.04% after start of labeling. 64% reduction in “Missing” USB cables when normalized by cable volume confirms effectiveness i

12、s not due to reduction in attach rate.Reviewer: Review Results: CLCA ExampleObjective 1CLCA CLCAGlobal BPI283Copyright 2003 Dell Computer CorporationRevision 0421031. CHARACTERIZE the Problem1. CHARACTERIZE the ProblemTitle: Describe the problem (Platform, product, subsystem, component, software, or

13、 service)Date opened: Date the corrective action was initiatedLocation: Where is the problem observed geographically?Initiator: Originator or owner of CAIssue DescriptionWHO: Characterize the individuals, operators, customers or business segment experiencing the problemWHAT: Describe the problem / o

14、bject and failure mode (form, fit, or function)WHERE: Describe where the failure mode is on the object or in the processWHEN: Describe any method, mode of operation, or environmental conditions that are conditions for the failure. When in the life cycle, season, or .EXTENT: State either the amount d

15、efective (I.e., 100 HDDs) or defects per object (I.e., 20 solder joints per board)WHY: If possible, identify obvious causesImpactTeam MembersDescribe the impact on the next operation, the downstream process, the customer, or regulatory agencies.List team membersObjective 2CLCA Methodology CLCAGlobal

16、 BPI284Copyright 2003 Dell Computer CorporationRevision 042103Is / Is Not Analysis to Characterize CLCAIsIs NotLocation:First found at UT, Austin?Who:Any Corona / Churchill customer Not rest of product line What:Inoperable keyboard keys Not LCD, drives, or baysWhere:8-I-k keysNot other keysWhen:Rand

17、om in life cycleAll modes of use!Objective 2CLCA Methodology CLCAGlobal BPI285Copyright 2003 Dell Computer CorporationRevision 042103Example: CHARACTERIZE the Problem1. CHARACTERIZE the ProblemTitle: Corona / Churchill (8-I-k) Keyboard Keys InoperableDate: 10/10/2000Location: U Texas, AustinInitiato

18、r:Issue DescriptionWHO: First observed in Higher Education Segment Any Corona / Churchill customer WHAT: Keyboard Keys InoperableWHERE: 8-I-k keysWHEN: Random in life cycle. All modes of use. EXTENT: Failure rate greater than 20% of installed baseWHY: Interconnectivity of the keyboard and motherboar

19、dImpactTeam MembersCreates a negative perception of Dell product quality in education segment and high mobile use customers. Some revenue impact reported to date.Objective 2CLCA Methodology CLCAGlobal BPI286Copyright 2003 Dell Computer CorporationRevision 0421032. CONTAIN the Problem2. CONTAIN the P

20、roblemEliminate OccurrenceReduce OccurrenceImprove ControlReduce Severity2nd Tier Supplier: Alternative source, controls, divert, quarantineIs the problem eliminated?Is the problem reduced in frequency?Can we detect it if it happens again?If it happens again will the result be less harmful?OEM Suppl

21、ier: Alternative source, controls, divert, quarantineFactory: Stop ship, hold, upgrade order, ship partial quantitiesService: Screen, audit, repair, rework, replaceField: Screen, audit, repair, rework, replaceObjective 2CLCA MethodologyPossible Containment ActionsFind alternate sourceDivert it quara

22、ntineRework, inspect and sort incoming materialTurn it offStop the lineUpgrade orderShip partial quantitiesRecall hardwareIssue a software fix CLCAGlobal BPI287Copyright 2003 Dell Computer CorporationRevision 042103Example: CONTAIN the Problem2. CONTAIN the ProblemEliminate OccurrenceReduce Occurren

23、ceImprove ControlReduce Severity2nd Tier Supplier Increase test sample size. Review test & maintenance proceduresBill10/17OEM Supplier Increase incoming inspection sample sizeBob10/17Factory Perform keyboard functional audit for early defect detectionBill10/17Service Field Objective 2CLCA Methodolog

24、y CLCAGlobal BPI288Copyright 2003 Dell Computer CorporationRevision 0421033. Define CAUSES of the Problem3. Define CAUSES of the ProblemTechnical or SystemicApproximate % ContributionCasual analysis: Determine potential causes Analyze data Identify root causesIdentify whether the root cause is techn

25、ical or systemic If there are several root causes then approximate the percent contribution of each, otherwise, one root cause = 100%Objective 2CLCA Methodology CLCAGlobal BPI289Copyright 2003 Dell Computer CorporationRevision 042103Example: Define CAUSES of the Problem3. Define CAUSES of the Proble

26、mTechnical or SystemicApproximate % ContributionKeyboard connecter JAE on the M/B side does not have adequate spring tension to maintain pressure to the contact with keyboard connecter pins, 10/23Technical90%Churchill design causes “blind” insertion of keyboard to MB connector interface. Factory wor

27、kmanship increases probability of occurrence.Technical10%Objective 2CLCA Methodology CLCAGlobal BPI290Copyright 2003 Dell Computer CorporationRevision 042103Identify Possible Root CausesCasual analysisDetermine potential causesAnalyze dataIdentify root causesTools for casual analysisStatistical wren

28、chesDescriptiveInferentialRelationalTools to help approximate % contributionHistogramParetoProcessCapabilityCause & EffectFlow chart5WhysSOD RPNFMEA or FTADDDDSPSPSMSMPMDefect DiagrammingObjective 2CLCA Methodology CLCAGlobal BPI291Copyright 2003 Dell Computer CorporationRevision 042103Cause & Effec

29、t Worksheet from FMEAEnvironmentPeopleMachineMaterialsMeasurementMethodFailure ModeNext StepDownstreamCustomerRegulatoryCausesEffectsObjective 2CLCA Methodology CLCAGlobal BPI292Copyright 2003 Dell Computer CorporationRevision 0421035 Whys Root Cause AnalysisAsk Why five or more times to help discov

30、er the root causeHopefully leads to preventative or corrective actionsWhy only 5?Obviously it may take only one or several Asking Why just once leads to only containment actions or at best corrective actionsPrevention requires more inquisition and persistence Sometimes How, What, When, and Where are

31、 used in place of Why at each step in order to drive to root causeObjective 2CLCA Methodology CLCAGlobal BPI293Copyright 2003 Dell Computer CorporationRevision 0421035 Whys Example: Finger Cut Injuries1. Where were the cuts occurring?As parts were picked from the tote2. What are the specific parts c

32、ausing the cut?The chassis filler panel3. Why are the filler panels causing the cut?There is a sharp sheet metal edge4. Why is the edge delivered from the vendor sharp?The vendor neglected to coin the edges during the stamping operation5. Why did the vendor not coin the edges? This was not a Dell de

33、signed part and we did not require coined edges as part of the original specificationObjective 2CLCA Methodology CLCAGlobal BPI294Copyright 2003 Dell Computer CorporationRevision 042103Exercise: Conduct a 5 Why Analysis Suggestions:1. Childs bad grades2. Absenteeism3. Out of box audit failures4. Rep

34、eat dispatch5. Missing, wrong, or damaged6. Customer satisfaction decline7. Water bill hike8. Low gas mileage9. HDD crash10.Dying grass in front yard1. 2. 3. 4. 5. Objective 2CLCA Methodology CLCAGlobal BPI295Copyright 2003 Dell Computer CorporationRevision 0421034. CORRECTIVE ActionsEnter correctiv

35、e actionsSelect type of action by entering the corrective action date and the implementers name into the appropriate column4. CORRECTIVE ActionsEliminate OccurrenceReduce OccurrenceImprove ControlReduce SeveritySupplier / 2nd TierSupplier / OEMFactoryServiceFieldObjective 2CLCA Methodology CLCAGloba

36、l BPI296Copyright 2003 Dell Computer CorporationRevision 0421034. Example: CORRECTIVE Actions4. CORRECTIVE ActionsEliminate OccurrenceReduce OccurrenceImprove ControlReduce SeveritySupplier / 2nd Tier Remove the JAE connecter from approved supplier listSam11/09Supplier / OEM MB OEM to use 100% Foxco

37、nn connecterSam11/09Factory Implement keyboard insertion tool on the assembly line Conduct Assembler awareness trainingBill10/27Service Purge replacement inventory James11/17Field Evaluate need for proactive repair campaignRichTBDObjective 2CLCA Methodology CLCAGlobal BPI297Copyright 2003 Dell Compu

38、ter CorporationRevision 0421035. CLOSURE ChecklistEnter a description into each section5. CLOSURE ChecklistVerification of corrective actions: Have the solutions been validated?Preventive action on systemic causes: Has the systemic root cause been identified? Have actions been taken to eliminate rec

39、urrence? ReviewBusiness implications: Do any business processes (PRP) need revision?BPI candidate:3rd party verification:Originator signature for closure:Reference:Lessons learnedTitleDescriptionLOBFailed item groupResponsible disciplineTitle of LLCommodityFunctional area (mechanical, system, electr

40、ical, test )Objective 2CLCA Methodology CLCAGlobal BPI298Copyright 2003 Dell Computer CorporationRevision 042103Verification and Preventive ActionValidation of solutionHow do we know the solution continues to work?Are metrics required as ongoing control?Could control charts help with monitoring?What

41、 is the contingency plan if the corrective action (solution) stops working?Is there a link back to the containment plan?Have actions been taken to eliminate recurrence?Has the systematic root cause been identified?Cause of the causesKill the problem forever5. CLOSURE ChecklistVerification of correct

42、ive actions: Have the solutions been validated?Preventive action on systemic causes: Has the systemic root cause been identified? Have actions been taken to eliminate recurrence? Objective 2CLCA Methodology CLCAGlobal BPI299Copyright 2003 Dell Computer CorporationRevision 042103ReviewBusiness Implic

43、ationsBusiness documentationDo any business processes need revision?Existing productSimilar issues on this platformSame problem on other platformsFuture productNew product designs in processNew product verification test and developmentSupplier selection and validationSystems integration3rd party ver

44、ificationSignatureReferenceReviewBusiness implications: Do any business processes (PRP) need revision?BPI candidate:3rd party verification:Originator signature for closure:Reference:Objective 2CLCA Methodology CLCAGlobal BPI300Copyright 2003 Dell Computer CorporationRevision 042103Example CLOSURE Ch

45、ecklist5. CLOSURE ChecklistVerification of corrective actions: Field failure incidence for root cause reduced by 4x after corrective action implementedPreventive action on systemic causes: Re-evaluate connector qualification process and reliability testingReviewBusiness implications: Reduced Churchi

46、ll FIR by 25 % over lifeBPI candidate: No3rd party verification: NoOriginator signature for closure: AR 03/15/01Reference: ECR # 1219, TT issue # 0718, PSQN # 0811Lessons learnedTitleDescriptionLOBFailed item groupObjective 2CLCA Methodology CLCAGlobal BPI301Copyright 2003 Dell Computer CorporationR

47、evision 042103Exercise: Containment, Corrective, or PreventiveScenario: Unacceptable fallout of hard drives due to a supplier defect in the assembly of the componentInstructions: Identify as either containment, corrective, or preventive1. _ Stop shipment of all models containing this type of hard drive2. _ Procurement starts buying an alternative model with higher reliability3. _ Scr