8D報告培訓(xùn)資料

8D報告培訓(xùn)數(shù)據(jù)說話證據(jù)說事深入分析精確論述培訓(xùn)講師：胡章維2023年10月17日2023.10.17GS/wey8DTraining第1頁面向問題不能夠各自為政、自我本位主義，否則將無法有效處理問題。面向問題應(yīng)群策群力，互相幫助、互相提拔、如此才能徹底處理問題。8D精神2023.10.17GS/wey8DTraining第2頁GloryseyCustomer

GloryskyActionRequest(CAR)Guidelines

Glorysky《客戶糾正措施要求CAR》應(yīng)用指南2023.10.17GS/wey8DTraining第3頁處理問題WhatisaCAR/8D?

何謂CAR/8D?AnCAR/8DReportisamethodtodocument,communicate,trackanddriveresolutionsforqualityissues.CAR/8D是針對品質(zhì)問題而進(jìn)行文獻(xiàn)化、溝通、追蹤及處理問題辦法。AnCAR/8DreportisFordMotorCompany’sformatforproblemsolving.Itisthepreferredmethodusedthroughoutourindustry.CAR/8D報告是福特公司處理問題格式。它是我們所有行業(yè)首選處理問題辦法。CAR∈CCR、CAR、VCR。CCR∈8D2023.10.17GS/wey8DTraining第4頁ImmediateContainment.

采取迅速圍堵措施（短期對策）ClearidentificationofRootCause.

真正識別問題產(chǎn)生主線原因（真因）RobustCorrectiveActions.充足糾正措施VerifiedCorrectiveActions.驗證糾正措施Systemfixes.系統(tǒng)化（即糾正措施標(biāo)準(zhǔn)化或文獻(xiàn)化）100%On-timeresponse.

100%按時反應(yīng)（即及時處理問題，按時回復(fù)客戶）Eliminatetheproblemsthefirsttime.做到第一次就消除問題所在Preventionoffutureproblems.實現(xiàn)潛在問題預(yù)防CUSTOMER8DEXPECTATION

客戶應(yīng)用8D盼望2023.10.17GS/wey8DTraining第5頁CAR/8DReportProblems

完成CAR/8D報告存在問題Notidentifyingthetrueprocesses,escape,andsystemrootcauses.

沒有識別出過程、流出及系統(tǒng)主線原因（真因）Notimplementingsystemcorrectiveactions.

沒有實行系統(tǒng)性糾正措施Notproperlycontainingentirepipelineofproduct.

沒有針對產(chǎn)品所有流程采取正確圍堵措施Unclearorambiguouswording.

對問題采取不明確或模棱兩可描述Notmeetingcustomerexpectationsregardingcontentandcycletime.

不符合客戶有關(guān)內(nèi)容及回復(fù)時間要求2023.10.17GS/wey8DTraining第6頁CAR/8DRequirements

CAR/8D要求Allcorrectiveactionrequestsmustbecompletedusingan8Dreport(unlessadifferentmethodisrequiredbyCustomer).

所有《糾正措施要求》必須采取8D報告形式（除非客戶要求采取不一樣辦法MustuseCorporateformat.

必須采取Glorysky公司格式Mustuse8Dchecklistasaguidelineincompletingthe8D’s.

在完成報告過程中必須采取8D檢查表進(jìn)行檢查2023.10.17GS/wey8DTraining第7頁8

DisciplinestoProblemSolving

處理問題8個準(zhǔn)則D1EstablishaTeam組建問題處理小組D2DescribetheProblem描述問題D3Containtheproblem采取圍堵措施（即短期對策）D4Identifytherootcauses識別/確認(rèn)主線原因（真因）D5CorrectiveActions確認(rèn)糾正措施D6ImplementCorrectiveActions實行糾正措施（即長期對策）D7PreventRecurrence避免再發(fā)D8CongratulatetheTeam小組慶祝2023.10.17GS/wey8DTraining第8頁D1EstablishTeam

D1組建問題處理小組EstablishCrossFunctionalTeam.

建立跨功能小組IdentifyaChampion.確定小組長Membersshouldbefromallaffectedareas,notjustquality!i.e.Sales,Logistics,Marketing,Engineering,LineOperators,ProductionMgmt.,etc…

小組組員應(yīng)來自于所有被包括區(qū)域，并非只是品質(zhì)部！如銷售、物流、市場、工程、生產(chǎn)線操作工、生產(chǎn)管理等等······TheTeamshouldaskthemselvesdotheyhavethecorrectskillmixtosolvetheproblem?

小組應(yīng)問詢自己是否具有處理問題所必需能力?2023.10.17GS/wey8DTraining第9頁D2DescribetheProblem

D2描述問題ClearlyIdentifyandDefinetheProblem.

明確識別和定義問題InmanycasesProblemsareambiguousorimprecise.

在許多案例中，問題是模棱兩可或不明確ClarityensuresthateveryoneistryingtosolvethesameProblem.

明確問題可確保任何人將竭力去處理問題2023.10.17GS/wey8DTraining第10頁D2DescribetheProblemElements

D2描述問題要素WhatistheProblem?Describethefailuremode.

問題是什么?描述失效模式Wherewasitdetected?問題是在哪里被發(fā)覺?Whenwasitdetected?問題是什么時候被發(fā)覺?Whatlots/datecodesareaffected?

被影響批次/日期碼是那些?Howmanypiecesareaffected?

被影響數(shù)量是多少?IstheCustomerinformationincluded?

是否包括客戶信息?2023.10.17GS/wey8DTraining第11頁D2DescribetheProblemExamples

D2描述問題案例PoorProblemDescription差勁問題描述“Customerreceivedwrongpart.”客戶接收到錯誤零件GoodProblemDescription完美問題描述“CustomerreceivedincorrectvalueCRCW-0603resistorson4/1/12.CustomerP.O.441960(GSP.O.X765644-30)specifiedCRCW-0603,8.2KohmandreceivedCRCW-0603,82Kohmparts.”客戶在4/1/12接收到阻值錯誤CRCW-63電阻。客戶訂單號碼441960（GS訂單號碼X765644-30）指定CRCW-63電阻阻值為8.2歐姆，而收到CRCW-63電阻阻值為82歐姆。2023.10.17GS/wey8DTraining第12頁D3Containment

D3圍堵措施（短期對策）Containmentissimilartoquarantine.Quarantinedoesnotcureadisease,butitkeepsitfromspreading.

圍堵相同于病人隔離。隔離雖不能醫(yī)好疾病，但能夠避免疾病傳輸FindandsegregatenonconformingproductstopreventshipmenttoCustomer.

查找和隔離不良品，避免發(fā)往客戶Shutdownprocesses/equipmentthatisproducingbadproduct.

停頓正在制造不良加工或裝配Makesurecontainmentactionsareeffective.

確保圍堵措施是有效2023.10.17GS/wey8DTraining第13頁D3ContainmentElements

D3圍堵措施要素Hasaneffectivecontainmentmethodbeenidentifiedanddocumented?

是否有有效圍堵辦法已經(jīng)被確定和文獻(xiàn)化?Havedates(ordatecodes)fortemporarycontainmentactionsbeenidentified?

是否已經(jīng)確定了臨時圍堵措施實行日期?Haveactionsbeenverifiedwithbeforeandafterdata?

是否已經(jīng)驗證了圍堵措施實行前后效果?Hastheentirepipelinebeencontained(production,warehouse,distributors)?

是否對產(chǎn)品所有流程采取了圍堵措施（如生產(chǎn)線、倉庫及發(fā)貨）?Hasdetailedinstructionsoncontainmentbeenissuedtopeopleresponsibleforcontainment?

是否給負(fù)責(zé)實行圍堵措施人員發(fā)放了詳細(xì)清拉單?2023.10.17GS/wey8DTraining第14頁D3ContainmentExample

D3

圍堵措施案例PoorContainment差勁圍堵措施“Operatorwasalertedofthefailure.”讓操作工提防/注意此不良GoodContainment完美圍堵措施“Productionandwarehousematerialwasinspectedon4/1/12byJ.Smith(qualityassurancepersonnel)andtherewere0lotsoutof320containingmixeddevices.”

Number?NG?Defectrate？J.Smith（質(zhì)量確保人員）于4/1/12檢查了生產(chǎn)線及倉庫材料:數(shù)量？NG？不良率？2023.10.17GS/wey8DTraining第15頁D4RootCause

D4主線原因（真因）Rootcauseisthedisease(startingpoint)thatsetsinmotionthecauseandeffectchainthatcreatestheproblemorproblems.

主線原因是產(chǎn)生問題或問題群原因和影響開始發(fā)作病因（發(fā)作點）BewaryofselectingsymptomsinsteadofrootcausesIfyoufixasymptomyouwon’tsolvetheproblem.

必須提防以癥狀替代病因，假如你僅僅關(guān)注一種癥狀，你將不能處理問題Poorrootcauseselectionresultsinpoorcorrectiveactions.

選擇不正確主線原因?qū)⒃斐刹徽_糾正措施Usetoolssuchas5Whyanalysistoensurethattherootcausehasbeenidentified.

應(yīng)用象“5個為何”分析法，確保主線原因被識別和確定2023.10.17GS/wey8DTraining第16頁D4RootCauseElements

D4主線原因要素Hastheprocessrootcausebeenidentifiedandestablished?

制程主線原因是否已經(jīng)被識別和確定?Hastheescaperootcausebeenidentifiedandestablished?

流出主線原因是否已經(jīng)被識別和確定?Hasthesystemrootcausebeenidentifiedandestablished?

系統(tǒng)主線原因是否被識別和確定?Dothethreerootcausesexplainallweknowabouttheproblem(timing,failuremode,failureamount,etc…)?

三種主線原因是否能夠解說我們所懂得問題所有方面（如時間、失效模式、失效數(shù)量等等）?Wastherootcauseanalysisperformedusingthe5whytechnique?

主線原因分析是否使用了“5個為何”辦法?2023.10.17GS/wey8DTraining第17頁何謂5W2HWho:IdentifycustomerscomplainingWhat:IdentifytheproblemadequatelyandaccuratelyWhen:TimingwhendidtheproblemstartWhere:LocationwhereisitoccurringWhy:IdentifyknownexplanationsHow:Inwhatmodeorsituationdidtheproblemoccur?Howmany:Magnitudequantifyproblem2023.10.17GS/wey8DTraining第18頁何謂5W2H何人：識別哪一種客戶在抱怨何事：適當(dāng)、精確地識別問題何時：從什么時候問題開始發(fā)生何地：什么地方發(fā)生問題為何：識別已知解釋如何：在什么模式或狀態(tài)下發(fā)生這問題多少：量化問題程度2023.10.17GS/wey8DTraining第19頁D4RootCauseExamples

D4主線原因案例PoorRootCauseStatement差勁主線原因“OperatorplacedwronglabelonPackage.ItwasanOperatorError.”操作工在包裝箱上貼錯了標(biāo)簽，是操作工錯。

GoodRootCauseStatement完美主線原因“ProcessRootCause:Anincorrectlabelwasplacedonthepackagebecausethecurrentsystemallowsformultiplelotstobeprocessed(batchprinting)atoneworkstation.”制程主線原因：目前系統(tǒng)允許在同一種崗位加工種類不一樣批次，導(dǎo)致錯誤標(biāo)簽被貼在包裝箱上“EscapeRootCause:Themis-labeledproductescapedbecausetherewasnoverificationstepatorafterthelabelprocess.”

流出主線原因：貼錯標(biāo)簽產(chǎn)品流出是由于在該崗位或后續(xù)過程沒有標(biāo)簽驗證步驟2023.10.17GS/wey8DTraining第20頁D5CorrectiveActions

D5糾正措施Correctiveactionsshouldfixthediseaseorrootcause.

糾正措施必須是針對病因或主線原因（真因）Correctiveactionsshouldaddressprocess,escape,andsystemrootcauses.

糾正措施必須致力于制程、流出及系統(tǒng)主線原因（真因）Negativeeffectsofcorrectiveactionsshouldbeconsidered.

必須考慮糾正措施帶來負(fù)面影響（即邊界效應(yīng)）Retrainingofoperatorsisnotacorrectiveaction.

操作工再教育不屬于糾正措施范圍Increasedinspectionisnotacorrectiveaction.

增加檢查（人員、數(shù)量、頻次等）也不屬于糾正措施范圍2023.10.17GS/wey8DTraining第21頁D5CorrectiveActionsElements

D5糾正措施要素Haveprimaryandalternativecorrectiveactionsbeenidentified?

是否已識別和確定首選及多項選擇糾正措施Docorrectiveactionsaddressprocess,escape,andsystemrootcauses?

糾正措施是否是針對制程、流出及系統(tǒng)根本原因Havenegativeeffectsofcorrectiveactionsbeenconsidered?

是否考慮了糾正措施負(fù)面影響（即邊界效應(yīng)）2023.10.17GS/wey8DTraining第22頁D5CorrectiveActionExamples

D5糾正措施案例PoorCorrectiveAction差勁糾正措施“Re-trainoperator.”操作工再培訓(xùn)GoodCorrectiveAction

完美糾正措施“ProcessCorrectiveAction:Changeworkflowtoaserialprocesswherebyonlyonelotisattheprintingstationatalltimes.Thiswilleliminatethechanceofmixingtheproductlabels.”制程糾正措施：變更流程，在任何時間標(biāo)簽印刷崗位只加工單一批次“EscapeCorrectiveAction:Implementabarcodeverificationsteptoensurethatcustomerlabelmatchesthefactorylabel.”流出糾正措施：實行標(biāo)簽驗證步驟，確保工廠標(biāo)簽和客戶標(biāo)簽一致2023.10.17GS/wey8DTraining第23頁D6ImplementCorrectiveActions

D6實行糾正措施（長期對策）Stepwherewemonitor/validatethatthecorrectiveactionshaveeliminatedtherootcause(s).

確定我們監(jiān)控/驗證糾正措施是否已經(jīng)消除了主線原因步驟Datesforthestartandcompletionofthecorrectiveactionshouldbeidentifiedalongwiththeresponsibleperson.

和糾正措施實行責(zé)任人一起確定糾正措施開始實行和完成日期2023.10.17GS/wey8DTraining第24頁D6ImplementCorrectiveActionsElements

糾正措施實行要素Havecorrectiveactiondatesalongwithresponsibleindividualbeenidentified?

是否已經(jīng)確定糾正措施實行日期和責(zé)任人?Havecorrectiveactionsbeenvalidatedtoeliminaterootcause(s)?

對糾正是否進(jìn)行了驗證，它能否消除主線原因?2023.10.17GS/wey8DTraining第25頁D6ImplementCorrectiveActionsExamples

D6糾正措施實行案例PoorCorrectiveAction差勁糾正措施“Complete.”已完成GoodCorrectiveAction完美糾正措施“CorrectiveactionsstatedinD5werecompletedon4/1/12byJ.Smith.Postlabelinginspectionhasdiscovered0failuresoutof400lotsinspectedasof5/1/12.”

J.Smith已于4/1/12完成了D5中描述糾正措施。5/1/12在標(biāo)簽檢查崗位共檢查了400個批次，沒有發(fā)覺一批標(biāo)簽不良。2023.10.17GS/wey8DTraining第26頁D7PreventRecurrence

D7避免再發(fā)Preventtheproblemfromreturningbyaddressingproduction,business,management,orengineeringprocesses.

通過向生產(chǎn)、業(yè)務(wù)、管理層、工程傳達(dá)，以避免問題再發(fā)2023.10.17GS/wey8DTraining第27頁D7PreventRecurrenceElements

D7避免再發(fā)要素Dopreventiveactionsaddressbasicsystemissues?

預(yù)防措施論述是否基于基本系統(tǒng)問題HaveFMEA’s,controlplans,and/orproceduresbeenupdatedtoensurethatthesystemswillpreventissuesfromre-occurring?

FMEA、控制計劃及/或程序是否已經(jīng)被更新，以確保系統(tǒng)能夠避免問題再發(fā)Havepreventiveactionsbeenagreeduponbyallaffectedareas?

預(yù)防措施是否已經(jīng)征得被影響區(qū)域認(rèn)可Dounfinishedpreventiveactionshaveachampionandaprojectedcompletiondate?

未完成預(yù)防措施是否確定了組長和其完成日期

2023.10.17GS/wey8DTraining第28頁D7PreventRecurrenceExamples

D7避免再發(fā)案例PoorPreventiveAction差勁預(yù)防措施“Sameascorrectiveactions.”預(yù)防措施同于糾正措施GoodPreventiveActions完美預(yù)防措施“Workinstructionandcontrolplanhavebeenchangedon4/1/12toeliminatebatchprocessingandtoaddbarcodeverificationprocesses”作業(yè)指導(dǎo)書及控制計劃已于4/1/12進(jìn)行變更，以消除批次處理問題及增加標(biāo)簽驗證過程“Auditchecklistwasmodifiedon4/1/12toincludemonthlycheckstoensuresinglelotprocessing.”檢查表已于4/1/12修訂，以確保單一批次生產(chǎn)。2023.10.17GS/wey8DTraining第29頁D8CongratulateTeam

D8小組慶祝Variesbyfacilitybutmostoftenoverlooked.

2023.10.17GS/wey8DTraining第30頁OtherComments

其他內(nèi)容8Dshouldsupplyfactsnotemotions.

8D應(yīng)當(dāng)提供事實，不應(yīng)帶有感情色彩Avoidusinginternalacronyms.

避免使用公司內(nèi)部縮寫B(tài)ecompleteinyourdescriptions.

論述應(yīng)當(dāng)完整ItisourresponsibilitytofixGloryskyproblemsevenifwedonothavetraceabilityinformation.

雖然沒有可追溯信息，但關(guān)注Glorysky問題是我們責(zé)任2023.10.17GS/wey8DTraining第31頁ProtectTheCustomer

保護(hù)客戶Wemusttakecustomerissuespersonally,respondingwithurgencyanddecisivenesstoquicklyresolvethem.

我們必須親自處理客戶問題，緊急和明確反應(yīng)，以迅速處理問題

Quickimplementationofsolutionsthateliminatetheproblemforever,acrossallrelevantproducts,processesandapplications.

針對所有有關(guān)產(chǎn)品、制程和應(yīng)用，迅速采取處理方案，以徹底消除問題Selfimposecontainment,withouthesitation,wherevariationisanissueortheroot-causeisnotknownandeliminated.

倉促、自我欺瞞圍堵措施若被實行，則變差作為問題或主線原因不會被懂得和消除Everyoneintheorganizationmustbeaccountableforqualityimprovement.

任何組織組員均應(yīng)致力于品質(zhì)改善Wemustchangeourexpectation,behavior,andaccountability;onlyaccepting,andgiving,thecustomerexcellence!

我們必須完善我們愿望、行為和責(zé)任，不但僅是接收和滿足客戶要求。2023.10.17GS/wey8DTraining第32頁ManagementExpectations

經(jīng)營盼望Workingtogetherinanopenandhonestway--wecanexceedourcustomers’expectations!開放和老實合作態(tài)度—我們將超越顧客盼望!IfwedonotmakeChanges,NothingwillChange!MustWantToMakeADifferencePersonalizeIt.AchieveResults!假如我們不求變革，將不會有任何變化!力求創(chuàng)新!人性化!達(dá)成成果!2023.10.17GS/wey8DTraining第33頁西門慶之死項目名稱：主導(dǎo)員：包拯隊長:展昭領(lǐng)航員：公孫策日期：重和元年正月二十一日GSPCB8DExample2023.10.17GS/wey8DTraining第34頁目錄★項目范圍

兇殺命案★問題陳說

刀傷身亡步驟1：團(tuán)體分工步驟2：問題描述步驟3：短期對策步驟4：問題尋找步驟5：處理方案步驟6：長期措施步驟7：效果驗證步驟8：圓滿成功2023.10.17GS/wey8DTraining第35頁8DExample8D案例

D1EstablishTeamD1建立小組NameFunctionChampion包拯ManagerTeamLeader展昭QualityEngineerMembers公孫策ProductionSupervisor張龍、趙虎ProductionEngineer王朝、馬漢LogisticSupervisor潘銀蓮、王婆MaintenanceEngineer武松、武大郎Security，Cooks宋江、林沖TrainingSupervisor2023.10.17GS/wey8DTraining第36頁8DExample8D案例

D2DescribeProblemD2描述問題問題陳說：西門春雪狀告開封府，家兄西門慶中刀身亡，死于重和元年正月二十一日,獨身，死年33歲。2023.10.17GS/wey8DTraining第37頁8DExample8D案例

D3ContainmentActionsD3圍堵措施1、包拯下令：人命關(guān)天，立即封鎖現(xiàn)場，由王朝至西門公司調(diào)查情況。查驗西門公司是否尚有他人傷亡；2、由馬漢至西門子公司—金蓮飯莊調(diào)查情況。查驗西門子公司是否尚有他人傷亡；3、安撫西門公司家人，差遣王婆至西門公司問候；4、由張龍趙虎稽查開封鎮(zhèn)，巡查治安如何，是否有傷及無辜；并封鎖鎮(zhèn)喉要道，避免兇犯潛逃；2023.10.17GS/wey8DTraining第38頁8DExample8D案例

D4ProcessRootCauseD4主線原因Problem:問題：因何而死？Why?為何：西門慶為何而死？----被菜刀所殺。為何：死于何時何地？----重和元年正月二十一日夜死于潘金蓮臥室塌下。為何：是否有目擊證明？----無。為何：傷口幾處？----一刀致命。為何：兇器查驗？----菜刀有被打砸痕跡；刀柄上僅有一男子指紋。指紋中有一道顯著疤痕。2023.10.17GS/wey8DTraining第39頁8DExample8D案例

D4ProcessRootCauseD4主線原因關(guān)聯(lián)分析1：1、死者發(fā)生在西門慶公司之子公司金蓮飯莊，結(jié)合馬漢查證，潘金蓮與西