QP0318D手法內(nèi)部異常矯正培訓(xùn)

1、2007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義8D手法手法&內(nèi)部異常矯正培訓(xùn)內(nèi)部異常矯正培訓(xùn)品 保 課 制 定：莫 凱文管中心審核：龔四英總經(jīng)理室核準(zhǔn)：林小姐修訂日期：2009年 9月 7日 B版制定日期：2006年 9月 6日 A版品保課講義編號(hào)：QP031 共39 頁2007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Part 1.流程介紹客戶投訴業(yè)務(wù)受理開出客戶抱怨處理單品保課開出返工回饋單庫存調(diào)查返工挑選NGNG報(bào)廢確認(rèn)不良狀況開出內(nèi)部異常矯正單原因分析改善對(duì)策改善執(zhí)行效果確認(rèn)NG結(jié)果回復(fù)于CAR中業(yè)務(wù)課追蹤結(jié)案記錄于CAR追蹤表&客戶抱怨履歷表中歸檔Page 12007.12.28品保

2、課培訓(xùn)講義品保課培訓(xùn)講義8 Ds (8 Disciplines) Methodology:A practical way to resolve problemsStep 1. Team approach; 步驟步驟1 負(fù)責(zé)解決問題的小組;Step 2. Problem discription; 步驟步驟2 問題描述;Step 3. Short-term containment actions; 步驟步驟3 短期應(yīng)急措施;Step 4. Define and verify root causes; 步驟步驟4 確定并核實(shí)根本原因;Step 5. Select permanent correcti

3、ve actions; 步驟步驟5 選擇長(zhǎng)期糾正措施;Step 6. Implement permanent actions; 步驟步驟6 實(shí)施長(zhǎng)期糾正措施;Step 7. Actions to prevent problem recurrence; 步驟步驟7 防止問題再發(fā)生采取的措施;Step 8. Problem solved. 步驟步驟8 問題解決.Page 2Part 1. 1.8D手法介紹 2007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 1. Team approach 步驟步驟1 負(fù)責(zé)解決問題的小組負(fù)責(zé)解決問題的小組Team Membership and respons

4、ibilities A team leader is responsible to follow the method. He defines the individuals and skills required. He compiles the data associated with the problem (technical, qualitative, quantitative, costs,); Opening of an 8D report; During the first meeting, the team leader shall define the responsibi

5、lities and define the methodologies and measurables for follow-up (specific meeting, frequency, other facilitators,).小組成員及職責(zé)小組成員及職責(zé)組長(zhǎng)負(fù)責(zé)按程序辦事。由他指定所需的人員和技能，并收集與問題有關(guān)的數(shù)據(jù)信息 (技術(shù)、定性的、定量的、成本，.);開始使用8D報(bào)告在首次會(huì)議上，組長(zhǎng)應(yīng)定義職責(zé)并確定跟蹤措施的評(píng)定方法(特別會(huì)議、頻次、其他方法，.)。Page 32007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D1D1：小組成立小組成立關(guān)鍵要點(diǎn):成員資格，具備工藝、產(chǎn)品的知識(shí)

6、目標(biāo)分工程序小組建設(shè)Page 42007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 2. Problem discription; 步驟步驟2 問題描述問題描述Description of the problem and its effects: Describe the problem phenomenon as observed in its environment or the risk of appearance of the problem; Identify qualitatively and quantitatively (by material, environment,

7、 labor, means, method) the effects and their given conditions; Attach the documents of this description (anomaly report, indicators, graphics,).問題描述問題描述及其后果： 描述該環(huán)境下觀察的現(xiàn)象或出現(xiàn)問題的風(fēng)險(xiǎn)； (通過材料、環(huán)境、人工、手段、方法)定性和定量地判定該問題產(chǎn)生的后果和所處的環(huán)境； 隨附說明文件 (異常報(bào)告，指示參數(shù)，圖形，.)Page 52007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D2D2：?jiǎn)栴}說明問題說明目的:用量化的術(shù)語詳細(xì)說明

8、與該問題有關(guān)的內(nèi)/外部顧客抱怨,如什么、地點(diǎn)、時(shí)間、程度、頻率等?！笆裁礀|西出了什么問題”方法：質(zhì)量風(fēng)險(xiǎn)評(píng)定，F(xiàn)MEA分析Page 62007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D2D2：?jiǎn)栴}說明問題說明關(guān)鍵要點(diǎn):收集和組織所有有關(guān)數(shù)據(jù)以說明問題問題說明是所描述問題的特別有用的數(shù)據(jù)的總結(jié)審核現(xiàn)有數(shù)據(jù)，識(shí)別問題、確定范圍細(xì)分問題，將復(fù)雜問題細(xì)分為單個(gè)問題問題定義，找到和顧客所確認(rèn)問題一致的說明，“什么東西出了什么問題”，而原因又未知風(fēng)險(xiǎn)等級(jí)Page 72007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義錯(cuò)誤的描述:752298鉚釘牙孔不良.733860尺寸超差.正確的描述:752298鉚釘M2.

9、5牙孔通規(guī)入3圈,不良率5%.733860長(zhǎng)度尺寸206+/-0.2mm超差偏大至206.37mm,不良率10%.Page 82007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 3. Short-term containment actions; 步驟步驟3 短期應(yīng)急措施短期應(yīng)急措施Short-term containment actions: If the effect of the detected problem degrades the performance or the product, process or service specifications, we should

10、 immediately begin actions that will assure continued functioning from the clients point of view (sorting, delivery control, recaputure, repair, rework, etc.) and isolate the effects of the problem until the permanent corrective actions have been put in place. Verification of the effectiveness of th

11、e temporary actions; 1st distribution of the 8D report to the individuals responsible for the containment actions and copy this information to management if there is a red alert.短期應(yīng)急措施短期應(yīng)急措施如果發(fā)現(xiàn)的問題將降低產(chǎn)品、過程或服務(wù)的性能或技術(shù)規(guī)范，從客戶的角度出發(fā) 我們應(yīng)立即采取措施保證功能的連續(xù)性 (挑選、發(fā)貨控制、取回、返修、返工等) 并隔離問題帶來的后果直到采取長(zhǎng)期糾正措施；驗(yàn)證臨時(shí)措施的有效性；8D報(bào)告

12、首次頒發(fā)給負(fù)責(zé)應(yīng)急措施的人員，如遇嚴(yán)重問題時(shí)，將報(bào)告拷貝給管理層。Page 92007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D3D3：實(shí)施并驗(yàn)證臨時(shí)措施實(shí)施并驗(yàn)證臨時(shí)措施關(guān)鍵要點(diǎn):評(píng)價(jià)緊急響應(yīng)措施找出和選擇最佳“臨時(shí)抑制措施”決策實(shí)施，并作好記錄驗(yàn)證（DOE、PPM分析、控制圖等）Page 102007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義短期緊急對(duì)策:1.客戶500pcs不良品由我司派人全檢,挑出不良品我司以良品交換.2.我司庫存1000pcs成品由我司全檢小組依據(jù)SIP全檢.全檢后挑出不良品10pcs.Page 112007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 4. Def

13、ine and verify root causes; 步驟步驟4 確定并核實(shí)根本原因確定并核實(shí)根本原因Define and verify root causes: Search for and/or determine the most likely causes from the data analysis given by the description of the problem and supported by additional testing, if necessary; Be sure that all the likely causes are considered by

14、 comparing their effects to those which were observed. A cause/effect matrix makes it possible to identify the causes and to prioritize the search and validation of the solution; Document the possible solutions in terms of feasibility, performance, cost, etc. Estabilish the criterion by which the ch

15、oosen solution will be selected.確定并核實(shí)根本原因確定并核實(shí)根本原因 從問題描述并借助附加試驗(yàn)(如有必要)進(jìn)行數(shù)據(jù)分析，尋找和/或確定最可能的原因；通過對(duì)可能的原因所產(chǎn)生的后果和觀察的結(jié)果相比較確保所有可能的原因都加以考慮?？赏ㄟ^因果矩陣圖確定原因并最先找到解決問題的有效辦法； 將可能解決問題方案的可行性，實(shí)施情況，成本等方面形成文件； 建立選擇解決問題方案的準(zhǔn)則.Page 122007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 4. Define and verify root causes; 步驟步驟4 確定并核實(shí)根本原因確定并核實(shí)根本原因Cause/

16、Effect matrixHow made?Problem(Effect)ManMaterial/Info.MachineMethodEnvironmentMeasurementWhy did it get out?ManMaterial/Info.MachineMethodEnvironmentMeasurementPage 132007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D4D4：確定并驗(yàn)證根本原因確定并驗(yàn)證根本原因目的: 用統(tǒng)計(jì)工具列出可以用來解釋問題起因的所有潛在原因，將問題說明中提到的造成偏差的一系列事件或環(huán)境或原因相互隔離測(cè)試并確定產(chǎn)生問題的根本原因。方法：FMEA、PPM、D

17、OE、控制圖Page 142007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D4D4：確定并驗(yàn)證根本原因確定并驗(yàn)證根本原因關(guān)鍵要點(diǎn):評(píng)估可能原因列表中的每一個(gè)原因原因可否使問題排除驗(yàn)證控制計(jì)劃Page 152007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義5 Why 1H 工具 豐田生產(chǎn)方式: “反覆提出五次為什麼” 垂直式思考, 針對(duì)問題一層又一層地深入 通常第一個(gè)答案不會(huì)是真正的答案 5 Why 可以找出真正的原因 找原因用5Why+想方法用1How 簡(jiǎn)單的案子可能4W,3W或2W即找出root cause,但複雜的或許要5 Why, 6 Why, 7 Why最後要加 1H,How to fi

18、x it.Page 162007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義5 Why範(fàn)例 : 為何牙孔通規(guī)入3圈問1.為何牙孔通規(guī)入3圈 答1.因?yàn)楣?yīng)商來料不良問2.為何供應(yīng)商來料不良 答2.因?yàn)楣?yīng)商鉚釘熱處理后碳粉卡在牙紋里.問3.為何碳粉卡在牙紋里. 答3.因?yàn)殡婂儠r(shí)無法將碳粉清洗出來.問4.為何無法將碳粉清洗出來. 答4.因?yàn)檠兰y太長(zhǎng)電鍍清洗液無法滲入.Page 172007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 5. Select permanent corrective actions;步驟步驟5 選擇長(zhǎng)期糾正措施選擇長(zhǎng)期糾正措施Select permanent corr

19、ective actions: This choice is made according to the magnitude of the problem as given by the criterion; Prior to enacting the solutions, they should be validated to be sure they have the anticipated effect; we should not only eliminate the causes of the problem but also be sure they do not creat se

20、condary effects which degrades the situation in another way. In this case define other solutions that optimize the product function and minimize negative effects on functionality; 2nd distribution of the 8D report to the individuals responsible for implementing the chosen pernament corrective action

21、s provide update to the person who observed the anomaly.選擇長(zhǎng)期糾正措施選擇長(zhǎng)期糾正措施 按給定的標(biāo)準(zhǔn)根據(jù)問題的大小實(shí)施該步驟； 在制定問題的解決方案前，應(yīng)有效保證能達(dá)到預(yù)期的效果；我們不僅應(yīng)消除問題的原因也應(yīng)確保不會(huì)在其他方面使情況變得更糟而造成間接的影響。在此前提下，確定能優(yōu)化產(chǎn)品功能的其他解決方案并將盡量減少負(fù)面影響。 8D報(bào)告第二次頒發(fā)給負(fù)責(zé)實(shí)施選擇的長(zhǎng)期糾正措施的人員。提供最新信息給觀察異常狀況的人員。Page 182007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D5D5：選擇并驗(yàn)證永久糾正措施選擇并驗(yàn)證永久糾正措施目的:在生產(chǎn)

22、前測(cè)試方案，并對(duì)方案進(jìn)行評(píng)審以確定所選的校正措施能夠解決客戶問題，同時(shí)對(duì)其它過程不會(huì)有不良影響。方法：FMEAPage 192007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D5D5：選擇并驗(yàn)證永久糾正措施選擇并驗(yàn)證永久糾正措施關(guān)鍵要點(diǎn):重新審視小組成員資格決策，選擇最佳措施重新評(píng)估臨時(shí)措施，如必要重新選擇驗(yàn)證管理層承諾執(zhí)行永久糾正措施控制計(jì)劃Page 202007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義選擇并驗(yàn)證永久糾正措選擇并驗(yàn)證永久糾正措施施: 選擇選擇:更改鉚釘設(shè)計(jì)更改鉚釘設(shè)計(jì)結(jié)構(gòu)結(jié)構(gòu),將鉚釘攻牙通將鉚釘攻牙通孔改為兩頭攻牙孔改為兩頭攻牙.使使電鍍清洗時(shí)清洗液能電鍍清洗時(shí)清洗液能滲入到牙

23、紋末端滲入到牙紋末端.驗(yàn)證驗(yàn)證:我司打樣我司打樣50pcs測(cè)試測(cè)試OK,并將客戶并將客戶RD確認(rèn)確認(rèn)OK.Page 212007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 6. Implement permanent actions; 步驟步驟6 實(shí)施長(zhǎng)期糾正措施實(shí)施長(zhǎng)期糾正措施Implement permanent corrective actions: Implement the solutions and update the associated data; The effectiveness of the solutions will be measured by a foll

24、ow-up of the disappearance of the problem. This measure may require the development of specific tools for a given solution; 3rd distribution of the 8D report which gives more specific information to management. Implementing the solutions go beyond the teams activity scope and may require management

25、intervention/decision.實(shí)施長(zhǎng)期糾正措施實(shí)施長(zhǎng)期糾正措施 實(shí)施解決方案并更新相關(guān)數(shù)據(jù)； 解決方案的效果將通過對(duì)問題消失的跟蹤來體現(xiàn)。這個(gè)措施可能要求為選定的解決方案開發(fā)特殊工具； 8D報(bào)告的詳細(xì)信息第三次頒發(fā)給管理層。實(shí)施小組活動(dòng)范圍外的解決方案可能要求管理層的參與/決策。Page 222007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D6D6：實(shí)施永久糾正措施實(shí)施永久糾正措施目的:制定一個(gè)實(shí)施永久措施的計(jì)劃，確定過程控制方法并納入文件，以確保根本原因的消除。在生產(chǎn)中應(yīng)用該措施時(shí)應(yīng)監(jiān)督其長(zhǎng)期效果。方法：防錯(cuò)、統(tǒng)計(jì)控制Page 232007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講

26、義D6D6：實(shí)施永久糾正措施實(shí)施永久糾正措施關(guān)鍵要點(diǎn):重新審視小組成員執(zhí)行永久糾正措施，廢除臨時(shí)措施利用故障的可測(cè)量性確認(rèn)故障已經(jīng)排除控制計(jì)劃、工藝文件修改Page 242007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 7. Actions to prevent problem recurrence; 步驟步驟7 防止問題再發(fā)生采取的措施防止問題再發(fā)生采取的措施Actions to prevent problem recurrence: Update the quality system (particulary the procedures, guides, specificatio

27、ns or tools used concerning the problem) to generalize and implement the solutions to impact potential or similar problem; If the generalization is a new process or process change, this generalization may require management agreement. This will be carried out either immediately or by a continuous im

28、provement plan.防止問題再發(fā)生采取的措施防止問題再發(fā)生采取的措施 更新質(zhì)量體系(特別是與問題有關(guān)的程序，指南，技術(shù)規(guī)范或使用的工具)，并總結(jié)和實(shí)施影響潛在的或相似的問題的解決方案； 如果總結(jié)方案的過程是個(gè)新過程或其過程有所更改，確定解決方案可能要求管理層的批準(zhǔn)認(rèn)可。這即可立即實(shí)施，也可通過持續(xù)改進(jìn)計(jì)劃實(shí)施。Page 252007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D7D7：預(yù)防再發(fā)生預(yù)防再發(fā)生目的:修改現(xiàn)有的管理系統(tǒng)、操作系統(tǒng)、工作慣例、設(shè)計(jì)與規(guī)程以防止這一問題與所有類似問題重復(fù)發(fā)生。Page 262007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D7D7：預(yù)防再發(fā)生預(yù)防再發(fā)生

29、關(guān)鍵要點(diǎn):選擇預(yù)防措施驗(yàn)證有效性決策組織、人員、設(shè)備、環(huán)境、材料、文件重新確定Page 272007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義 預(yù)防再發(fā)生預(yù)防再發(fā)生 修訂供應(yīng)商承認(rèn)書及我修訂供應(yīng)商承認(rèn)書及我司圖紙司圖紙,后續(xù)全部導(dǎo)入使后續(xù)全部導(dǎo)入使用兩頭攻牙鉚釘用兩頭攻牙鉚釘,并驗(yàn)證并驗(yàn)證其改善效果其改善效果OK.Page 282007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義Step 8. Problem solved. 步驟步驟8 問題解決問題解決Problem solved: The problem is considered solved. The validated, verfied a

30、nd implemented solutions are approved, in particular by the members of the management whose authority is required. The 8D is signed. The final distribution of the 8D report particulary to the members of management involved with the initial problem and the implementation of the final solutions.問題解決問題解決 確認(rèn)問題已解決。賦予權(quán)限的管理層應(yīng)批準(zhǔn)經(jīng)驗(yàn)證的和實(shí)施的有效解決方案。簽訂8D報(bào)告。 8D報(bào)告最終發(fā)布給涉及最初問題發(fā)生和最終問題解決的相關(guān)管理層；Page 292007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D8D8：小組祝賀小組祝賀目的:承認(rèn)小組的集體努力，對(duì)小組工作進(jìn)行總結(jié)并祝賀。Page 302007.12.28品保課培訓(xùn)講義品保課培訓(xùn)講義D8D8：小組祝賀小組祝賀關(guān)鍵要點(diǎn):有選擇的保留重要文檔瀏覽小組工作，將心得形成文件了解小組對(duì)解決問題的集體力量，及對(duì)解決問題作出的貢獻(xiàn)必要的物質(zhì)、精神獎(jiǎng)勵(lì)。Page 3120