8D培訓(xùn)-解決問題的8個(gè)原則

1、Tenneco Automotive8-D Training8D培訓(xùn)-天納克1Tenneco Automotive 8-D/20008DISCIPLINESTOPROBLEM SOLVING解決問題題的8項(xiàng)項(xiàng)紀(jì)律8-D20052Tenneco Automotive8-D/2000This coursewasdeveloped by ateamofTenneco Automotiveemployees whohave workedonproblem solvingeffortsforthe pastfifteentotwentyyears.This courseisa summaryofthe

2、problemsolvingprocess thatwas formerly known as PEP(People Eliminating Problems)withinthe ridecontrolbusinessunit andQUIP (Quality Improvement Process) withintheexhaustbusinessunit.FordMotorCompany is acknowledgedasthedeveloper of the“8-D”process.)該課程由由一個(gè)由由天納克克員工組組成的，在過去去的15-20年內(nèi)致致力于解解決各種種問題的的團(tuán)隊(duì)開開發(fā)的

3、，是對(duì)解解決問題題程序的的總結(jié)。這一程程序以前前在減震震系統(tǒng)業(yè)業(yè)務(wù)中被被稱為PEP(消除問題題團(tuán)隊(duì)),在在排氣系系統(tǒng)業(yè)務(wù)務(wù)中被稱稱為QUIP(質(zhì)量改進(jìn)進(jìn)程序)。福特特公司被被公認(rèn)為為是8-D程序的開開發(fā)者。ThankstoKay Shreve(Monroe,MI), MichaelBrown(Paragould,AR)andEuniceSpradlin(Cozad, NE)fortheirworkonthis project.感謝KayShreve (Monroe, MI),MichaelBrown(Paragould,AR)和EuniceSpradlin(Cozad, NE)對(duì)此項(xiàng)目目所作的

4、的工作。3Tenneco Automotive8-D/2000D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solution選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)8 -DisciplinesofProble

5、m Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律4Tenneco Automotive8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solution選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)

6、防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)5Tenneco Automotive8-D/2000D-1FormTheTeam建立團(tuán)隊(duì)隊(duì)Size規(guī)模5 to 7CoreMembers5-7位核心成成員Support Needed所需支持持What level of theorganization組織結(jié)構(gòu)構(gòu)中的哪哪一層次次Change改變Accordingtoneeds根據(jù)需要要Roles角色Defineroles/responsibilities確定角色色/責(zé)任任-WHERE何處Seen on Object實(shí)物表示示Seen Geographically地理表示示(

7、Supplier/Customer/Etc)(供應(yīng)商/客戶/等)6Tenneco Automotive8-D/2000D-1FormTheTeam建立團(tuán)隊(duì)隊(duì)CAUTIONS注意! !Ensurecross-functionalteam members確保有多多個(gè)功能能部門的的團(tuán)隊(duì)成成員Include processowners (thosewhodothe work)要包括過過程當(dāng)事事人(實(shí)際作這這項(xiàng)工作作的人員員)Include champion andleaderasroad-blockremovers要包括團(tuán)團(tuán)隊(duì)負(fù)責(zé)責(zé)人和團(tuán)團(tuán)隊(duì)組長(zhǎng)長(zhǎng)作為路路障排除除人7Tenneco Automotiv

8、e8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solution選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)8T

9、enneco Automotive8-D/2000D-2DescribetheIssue描述問題題Definethe issue in terms of whatiswrongwithwhat用“什么么出現(xiàn)了了什么問問題”的的方式來來進(jìn)行描描述WHAT什么Objectwas theissueseen on出現(xiàn)問題題的事物物What defectwasseen出現(xiàn)的問問題WHERE何處Seen on Object在什么東東西上Seen Geographically在哪些地地區(qū)(Supplier, Customer,Etc.)(哪些供應(yīng)應(yīng)商,客客戶,等等)9Tenneco Automotive8-

10、D/2000D-2Describethe Issue描述問題題WHEN何時(shí)Firstseen何時(shí)首次次發(fā)現(xiàn)When elseseen何時(shí)重復(fù)復(fù)發(fā)現(xiàn)When seeninthe process何時(shí)在工工序/程程序中發(fā)發(fā)現(xiàn)HOWBIG多大Howmanyobjects havethe defect有多少有有缺陷的的事物Howmanydefects perobject每件事物物上有多多少缺陷陷What is thetrend趨勢(shì)如何何10Tenneco Automotive8-D/2000D-2Describethe Issue描述問題題TOOLSTOUSE可用工具具Process flowdiagr

11、am工序流程程圖Checksheetstocollectdata用檢查表表來收集集數(shù)據(jù)Anydatathat is reportingtheissue反映問題題的任何何數(shù)據(jù)Customercomplaints客戶抱怨怨Current SPC/Data collectionsheets現(xiàn)有的SPC/數(shù)據(jù)收集集表PFMEA過程FMEAScrap/reworkreports廢品/返返工報(bào)表表11Tenneco Automotive8-D/2000D-2Describethe Issue描述問題題12Tenneco Automotive8-D/2000D-2Describethe Issue描述問題題

12、13Tenneco Automotive8-D/2000D-2Describethe Issue14Tenneco Automotive8-D/2000D-2Describethe Issue15Tenneco Automotive8-D/2000D-2Describethe Issue描述問題題CAUTIONS注意! !Stateissueinquantifiableterms用可量化化的術(shù)語語來描述述問題Usedatatosupport problemstatement用數(shù)據(jù)來來支持問問題描述述Describesymptom /effect of theissue描述問題題的癥狀狀/影響響

13、Avoidjumping to conclusionofcause避免跳至至總結(jié)原原因16Tenneco Automotive8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solution選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施

14、施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)17Tenneco Automotive8-D/2000D-3ContainmentActions臨時(shí)控制制措施DetermineifContainmentisNeeded確定是否否需要臨臨時(shí)控制制措施IFYES如果是Defineaction(s)確定措施施Assignresponsibility明確責(zé)任任Implement實(shí)施Document記錄存檔檔Monitor監(jiān)督Establishexitcriteria確定完成成標(biāo)準(zhǔn)18Tenneco Automotive8-D/2

15、000D-3ContainmentActions臨時(shí)控制制措施IFNO如果不是是Documentreasons whycontainmentaction(s)are notrequired記錄不需需要臨時(shí)時(shí)控制措措施的原原因19Tenneco Automotive8-D/2000D-3Containment Action(s)臨時(shí)控制制措施CAUTIONS注意! !Ensurecustomerprotection確保保護(hù)護(hù)客戶的的利益Determineand document criteria forbegin/ exitcontainmentactions確定并紀(jì)紀(jì)錄控制制措施開開始/完完成

16、的標(biāo)標(biāo)準(zhǔn)Communicatetokeyprocessowners和主要過過程當(dāng)事事人作好好溝通20Tenneco Automotive8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solution選擇最佳佳解決方方案D-6Verification of CorrectiveActio

17、n糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)21Tenneco Automotive8-D/2000D-4FindandVerify RootCause查找并確確定根本本原因Brainstorm forPotentialCauses集思廣益益查找潛潛在原因因Free Wheeling言所預(yù)言言UseFlipCharts用白板紙紙RoundRobin輪流發(fā)言言StickyNotes便簽紙22Tenneco Automotive8-D/2000D-4FindandVerify RootCause查找并確確定根本本

18、原因Brainstorming rules集思廣益益的規(guī)則則AvoidCriticism避免批評(píng)評(píng)Welcome Exaggeration歡迎夸張張Wilder/Better越夸張/越好Solicit Quantity講求數(shù)量量AsMany As Possible越多越好好EncourageBuildingonOtherIdeas鼓勵(lì)在別別的想法法上擴(kuò)展展StimulateParticipation刺激參與與Oneidearperperson perturn每人每次次發(fā)言講講一條建建議Roundrobin輪流依次次發(fā)言RecordAll Ideas記錄所有有的建議議Discussion Com

19、es Later事后再進(jìn)進(jìn)行討論論23Tenneco Automotive8-D/2000D-4FindandVerify RootCause查找并確確定根本本原因Consider考慮What washappening發(fā)生了什什么事What was“normal”正常應(yīng)是是怎樣What changed什么發(fā)生生了變化化What started什么開始始了What stopped什么停止止了VERIFY確定Canthe problembeturned “on”and “off”問題是否否可“停?！?，可可“顯”?24Tenneco Automotive8-D/2000D-4FindandVerif

20、y RootCause查找并確確定根本本原因ToolsToUse可用工具具Five Whys五個(gè)為什什么Fishbone/ Cause &Effect魚骨法/因果法法Data Analysis數(shù)據(jù)分析析Scatter Diagram散布圖DesignofExperimentTools試驗(yàn)工具具設(shè)計(jì)25Tenneco Automotive8-D/2000D-4RootCause根本原因因CAUTIONS注意!Dontjump to conclusions不要跳至至結(jié)論Donotstopthe8-D processbecauseContainmentActions havereducedthepa

21、in不要因?yàn)闉榕R時(shí)控控制措施施緩解了了疼痛而而停止8D程序Dontreactonly to thesymptoms- go to thecause不要僅針針對(duì)癥狀狀進(jìn)行反反應(yīng),要要針對(duì)對(duì)原因26Tenneco Automotive8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solut

22、ion選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)27Tenneco Automotive8-D/2000D-5Select BestSolution選擇最佳佳解決方方案EVALUATEbasedon根據(jù)以下下幾點(diǎn)來來進(jìn)行評(píng)評(píng)估Effectonthe problem對(duì)問題的的影響Practicality實(shí)用性Cost成本Acceptance可接受性性Time to implement/ utilize實(shí)施/運(yùn)運(yùn)用的時(shí)時(shí)間2

23、8Tenneco Automotive8-D/2000D-5Select BestSolution選擇最佳佳解決方方案IMPLEMENTATIONPLAN實(shí)施計(jì)劃劃What is required需要什么么Whoisresponsiblefor what誰負(fù)責(zé)什什么Establishtarget dates確定目標(biāo)標(biāo)日期Involve affected parties相關(guān)部門門參與Obtainmanagementsupport取得管理理層的支支持DocumentChanges對(duì)變化進(jìn)進(jìn)行記錄錄Anticipate unwanted effects準(zhǔn)備接受受非預(yù)期期的效果果29Tenneco A

24、utomotive8-D/2000D-5Select BestSolution選擇最佳佳解決方方案TOOLSTOUSE可用工具具Evaluation Grid評(píng)估網(wǎng)格格BenchmarkingReview對(duì)照標(biāo)準(zhǔn)準(zhǔn)的檢查查PokaYoke Review防錯(cuò)檢查查Cost BenefitAnalysis成本收益益分析30Tenneco Automotive8-D/2000D-5SelectingBest Solution選擇最佳佳解決方方案CAUTIONS注意!Ensuresolutioncan efficiently be implemented確保解決決方案可可以被有有效實(shí)施施Obtainb

25、uy-in fromkey stake holders取得主要要工序負(fù)負(fù)責(zé)人的的贊同Identifyallcosts/impact(s)ofproposedsolution確定建議議的方案案的所有有成本/影響31Tenneco Automotive8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theB

26、est Solution選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8CongratulatetheTeam祝賀團(tuán)隊(duì)隊(duì)32Tenneco Automotive8-D/2000D-6VerificationofCorrective Actions糾正措施施驗(yàn)證ON-GOINGCONTROLS持續(xù)監(jiān)控控Quantifiable&Measurable可量化&可測(cè)量量Clearly meets objectives/goals明顯達(dá)到到目的/目標(biāo)33Tenneco Automot

27、ive8-D/2000D-6VerificationofCorrective Actions糾正措施施驗(yàn)證REVIEWCONTAINMENT檢查臨時(shí)時(shí)控制措措施Canitberemoved是不是可可以停止止Containmentcannotberemoveduntilverificationdataprovesthatthestated objective/ goalhas beenmet在驗(yàn)證數(shù)數(shù)據(jù)證實(shí)實(shí)確定的的目的/目標(biāo)被被實(shí)現(xiàn)以以前不能能停止臨臨時(shí)控制制措施34Tenneco Automotive8-D/2000D-6VerificationofCorrective Actions糾正措

28、施施驗(yàn)證VERIFICATIONMETHODS驗(yàn)證方法法Increasefrequencyoftestingof“X”testfrom 6pcspermonthto3pcsperday fornext 3months在今后三三個(gè)月內(nèi)內(nèi)將進(jìn)行行X試驗(yàn)的測(cè)測(cè)試頻率率從每月月6次提提高到每每天3次次.100% sortfor defect“X”for thenext fiveshipments對(duì)今后五五批發(fā)貨貨進(jìn)行100%X缺陷的檢檢查35Tenneco Automotive8-D/2000D-6VerificationofCorrective Actions糾正措施施驗(yàn)證VERIFICATIONM

29、ETHODS驗(yàn)證方法法Collect datafor specific defectforthe next3weeks;calculate theCpK(CpKmust be equal to or greaterthan1.67)在今后三三周內(nèi)收收集特定定缺陷的的數(shù)據(jù)，計(jì)算CpK值 (CpK必須大于于等于1.67)Test forcharacteristic“X”; zerodefectsallowed測(cè)試特性性X,必須為零零缺陷36Tenneco Automotive8-D/2000D-6VerificationofCorrective Actions糾正措施施驗(yàn)證VERIFICATION

30、METHODS驗(yàn)證方法法Trackovertimeinarea “Y”forthe next3months; overtime shouldnotexceed “A”hourspermonth在今后三三個(gè)月內(nèi)內(nèi)跟蹤Y區(qū)的加班班情況。每月加加班時(shí)間間應(yīng)不超超過A小時(shí)。37Tenneco Automotive8-D/2000D-6VerificationofCorrective Actions糾正措施施驗(yàn)證CAUTIONS注意! !Ensurecontainmentisnot ended toosoon確保不要要太早停停止臨時(shí)時(shí)控制措措施Avoidshortterm impact避免短期期影響38

31、Tenneco Automotive8-D/20008 -DisciplinesofProblem Solving解決問題題的8項(xiàng)項(xiàng)紀(jì)律D-1FormtheTeam建立團(tuán)隊(duì)隊(duì)D-2Describethe Issue描述問題題D-3ContainmentActivities臨時(shí)控制制措施D-4FindandVerify RootCause查找并確確定根本本原因D-5Select theBest Solution選擇最佳佳解決方方案D-6Verification of CorrectiveAction糾正措施施驗(yàn)證D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生D-8Congratul

32、atetheTeam祝賀團(tuán)隊(duì)隊(duì)39Tenneco Automotive8-D/2000D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生Identifywhat allowedthe problemtooccurbysearching:檢查以下下幾個(gè)方方面，確確定曾導(dǎo)導(dǎo)致問題題發(fā)生的的因素Systems體系Practices習(xí)慣作法法Procedures程序文件件Reviewotherareaswherethisproblem could occur檢查其他他可能發(fā)發(fā)生同樣樣問題的的區(qū)域40Tenneco Automotive8-D/2000D-7PreventRecurrence預(yù)

33、防問題題重復(fù)發(fā)發(fā)生TOOLSTOUSE可用工具具Brainstorming集思廣益益ActionPlanning行動(dòng)規(guī)劃劃Process FlowDiagrams工序流程程圖pFMEAs過程FMEA41Tenneco Automotive8-D/2000D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生MethodtoPreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生的方方法Identifytheopportunity查找問題題發(fā)生的的機(jī)會(huì)Definethe scope確定范圍圍Analyze thecurrent process分析現(xiàn)有有程序Envisionthefuture

34、process設(shè)想未來來的程序序Pilotandverify theproposedchange試驗(yàn)并驗(yàn)驗(yàn)證設(shè)想想的變化化42Tenneco Automotive8-D/2000D-7PreventRecurrence預(yù)防問題題重復(fù)發(fā)發(fā)生MethodtoPreventRecurrence -contd預(yù)防問題題重復(fù)發(fā)發(fā)生的方方法(續(xù)續(xù))Implementthe change實(shí)施改變變Changeall pertinentrecords修改所有有相關(guān)的的紀(jì)錄Obtaincustomerapprovalpriortochange if required需要的話話，在改改變前要要取得客客戶的認(rèn)認(rèn)可ContinuallyImprove持續(xù)改進(jìn)進(jìn)43Tenneco Automotive8-D/2000D-7PreventRecurrence預(yù)防問題重重復(fù)發(fā)生生CAUTIONS注意!Ensurequalitysystemrequirements (TS16949)areadheredto確保符合合質(zhì)量體體系(TS-16949)的要求Ensurecustomerapprovalisobtained, as required需要的話話,要確確保得到到客戶的的認(rèn)可En