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18 DISCIPLINES TO PROBLEM SOLVING解決問題的8項(xiàng)紀(jì)律8-D 20052This course was developed by a team of Tenneco Automotive employees who have worked on problem solving efforts for the past fifteen to twenty years. This course is a summary of the problem solving process that w

2、as formerly known as PEP (People Eliminating Problems) within the ride control business unit and QUIP (Quality Improvement Process) within the exhaust business unit. Ford Motor Company is acknowledged as the developer of the “8-D” process. ) 該課程由一個(gè)由天納克員工組成的，在過去的15-20年內(nèi)致力于解決各種問題的團(tuán)隊(duì)開發(fā)的，是對解決問題程序的總結(jié)。這一程

3、序以前在減震系統(tǒng)業(yè)務(wù)中被稱為PEP(消除問題團(tuán)隊(duì)), 在排氣系統(tǒng)業(yè)務(wù)中被稱為QUIP(質(zhì)量改進(jìn)程序)。福特公司被公認(rèn)為是8-D程序的開發(fā)者。Thanks to Kay Shreve (Monroe, MI), Michael Brown (Paragould, AR) and Eunice Spradlin (Cozad, NE) for their work on this project. 感謝 Kay Shreve (Monroe, MI), Michael Brown (Paragould, AR) 和 Eunice Spradlin (Cozad, NE) 對此項(xiàng)目所作的工作。3D-

4、1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)8 - Disciplines of Problem Solving 解決問題的8項(xiàng)紀(jì)律4

5、8 - Disciplines of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)

6、5D-1 Form The Team建立團(tuán)隊(duì)Size 規(guī)模5 to 7 Core Members 5-7位核心成員Support Needed 所需支持What level of the organization 組織結(jié)構(gòu)中的哪一層次Change 改變According to needs 根據(jù)需要Roles 角色Define roles/responsibilities 確定角色/責(zé)任- WHERE 何處Seen on Object 實(shí)物表示Seen Geographically 地理表示(Supplier/Customer/Etc) (供應(yīng)商/客戶/等)6D-1 Form The Team建

7、立團(tuán)隊(duì) CAUTIONS注意 ! ! ! Ensure cross-functional team members 確保有多個(gè)功能部門的團(tuán)隊(duì)成員Include process owners (those who do the work) 要包括過程當(dāng)事人 (實(shí)際作這項(xiàng)工作的人員)Include champion and leader as road-block removers 要包括團(tuán)隊(duì)負(fù)責(zé)人和團(tuán)隊(duì)組長作為路障排除人78 - Disciplines of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描

8、述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)8D-2 Describe the Issue 描述問題Define the issue in terms of what is wrong with what 用“什么出現(xiàn)了

9、什么問題”的方式來進(jìn)行描述WHAT 什么Object was the issue seen on 出現(xiàn)問題的事物What defect was seen 出現(xiàn)的問題WHERE 何處Seen on Object 在什么東西上Seen Geographically 在哪些地區(qū)(Supplier, Customer, Etc.) (哪些供應(yīng)商,客戶,等)9D-2 Describe the Issue描述問題WHEN 何時(shí)First seen 何時(shí)首次發(fā)現(xiàn)When else seen 何時(shí)重復(fù)發(fā)現(xiàn)When seen in the process 何時(shí)在工序/程序中發(fā)現(xiàn)HOW BIG 多大How man

10、y objects have the defect 有多少有缺陷的事物How many defects per object 每件事物上有多少缺陷What is the trend 趨勢如何10D-2 Describe the Issue描述問題TOOLS TO USE 可用工具Process flow diagram 工序流程圖Check sheets to collect data 用檢查表來收集數(shù)據(jù)Any data that is reporting the issue 反映問題的任何數(shù)據(jù)Customer complaints 客戶抱怨Current SPC/Data collectio

11、n sheets 現(xiàn)有的SPC/數(shù)據(jù)收集表PFMEA 過程FMEAScrap/rework reports 廢品/返工報(bào)表11D-2 Describe the Issue描述問題12D-2 Describe the Issue描述問題13D-2 Describe the Issue14D-2 Describe the Issue15D-2 Describe the Issue描述問題 CAUTIONS注意 ! ! ! State issue in quantifiable terms 用可量化的術(shù)語來描述問題Use data to support problem statement 用數(shù)據(jù)來支

12、持問題描述Describe symptom / effect of the issue 描述問題的癥狀/影響Avoid jumping to conclusion of cause 避免跳至總結(jié)原因168 - Disciplines of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D

13、-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)17D-3 Containment Actions 臨時(shí)控制措施Determine if Containment is Needed 確定是否需要臨時(shí)控制措施IF YES 如果是Define action(s)確定措施Assign responsibility明確責(zé)任Implement實(shí)施Document記錄存檔Monitor監(jiān)督Establish exit criteria 確定完成標(biāo)準(zhǔn)18D

14、-3 Containment Actions 臨時(shí)控制措施IF NO 如果不是Document reasons why containment action(s) are not required 記錄不需要臨時(shí)控制措施的原因19D-3 Containment Action(s) 臨時(shí)控制措施 CAUTIONS注意 ! ! ! Ensure customer protection 確保保護(hù)客戶的利益Determine and document criteria for begin / exit containment actions 確定并紀(jì)錄控制措施開始/完成的標(biāo)準(zhǔn)Communicate t

15、o key process owners 和主要過程當(dāng)事人作好溝通208 - Disciplines of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防

16、問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)21D-4 Find and Verify Root Cause查找并確定根本原因Brainstorm for Potential Causes 集思廣益查找潛在原因Free Wheeling 言所預(yù)言Use Flip Charts用白板紙Round Robin輪流發(fā)言Sticky Notes便簽紙22D-4 Find and Verify Root Cause 查找并確定根本原因Brainstorming rules 集思廣益的規(guī)則Avoid Criticism 避免批評Welcome Exaggeration 歡迎夸張W

17、ilder / Better 越夸張/越好Solicit Quantity 講求數(shù)量As Many As Possible越多越好Encourage Building on Other Ideas 鼓勵(lì)在別的想法上擴(kuò)展Stimulate Participation 刺激參與One idear per person per turn 每人每次發(fā)言講一條建議Round robin 輪流依次發(fā)言Record All Ideas 記錄所有的建議Discussion Comes Later 事后再進(jìn)行討論 23D-4 Find and Verify Root Cause 查找并確定根本原因Conside

18、r 考慮What was happening 發(fā)生了什么事What was “normal” 正常應(yīng)是怎樣What changed 什么發(fā)生了變化What started 什么開始了What stopped什么停止了VERIFY 確定Can the problem be turned “on” and “off” 問題是否可“?！?，可“顯”?24D-4 Find and Verify Root Cause查找并確定根本原因Tools To Use 可用工具Five Whys 五個(gè)為什么Fishbone / Cause & Effect 魚骨法/因果法Data Analysis數(shù)據(jù)分析Scatt

19、er Diagram散布圖Design of Experiment Tools 試驗(yàn)工具設(shè)計(jì)25D-4 Root Cause 根本原因 CAUTIONS 注意! ! ! Dont jump to conclusions 不要跳至結(jié)論Do not stop the 8-D process because Containment Actions have reduced the pain 不要因?yàn)榕R時(shí)控制措施緩解了疼痛而停止8D程序Dont react only to the symptoms - go to the cause 不要僅針對癥狀進(jìn)行反應(yīng), 要針對原因268 - Discipline

20、s of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)27D-5 Select B

21、est Solution 選擇最佳解決方案EVALUATE based on 根據(jù)以下幾點(diǎn)來進(jìn)行評估Effect on the problem 對問題的影響Practicality 實(shí)用性Cost 成本Acceptance 可接受性Time to implement / utilize 實(shí)施/運(yùn)用的時(shí)間28D-5 Select Best Solution 選擇最佳解決方案IMPLEMENTATION PLAN 實(shí)施計(jì)劃What is required 需要什么Who is responsible for what 誰負(fù)責(zé)什么Establish target dates 確定目標(biāo)日期Involv

22、e affected parties 相關(guān)部門參與Obtain management support 取得管理層的支持Document Changes 對變化進(jìn)行記錄Anticipate unwanted effects 準(zhǔn)備接受非預(yù)期的效果29D-5 Select Best Solution 選擇最佳解決方案TOOLS TO USE 可用工具Evaluation Grid 評估網(wǎng)格Benchmarking Review 對照標(biāo)準(zhǔn)的檢查Poka Yoke Review 防錯(cuò)檢查Cost Benefit Analysis 成本收益分析30D-5 Selecting Best Solution 選

23、擇最佳解決方案CAUTIONS 注意! ! ! Ensure solution can efficiently be implemented 確保解決方案可以被有效實(shí)施Obtain buy-in from key stake holders 取得主要工序負(fù)責(zé)人的贊同Identify all costs / impact(s) of proposed solution 確定建議的方案的所有成本/影響318 - Disciplines of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Con

24、tainment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action 糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)32D-6 Verification of Corrective Actions 糾正措施驗(yàn)證ON-GOING CONTROLS 持續(xù)監(jiān)控Quantifiable & Measurable 可量

25、化&可測量Clearly meets objectives / goals 明顯達(dá)到目的/目標(biāo)33D-6 Verification of Corrective Actions 糾正措施驗(yàn)證REVIEW CONTAINMENT 檢查臨時(shí)控制措施Can it be removed 是不是可以停止Containment cannot be removed until verification data proves that the stated objective / goal has been met 在驗(yàn)證數(shù)據(jù)證實(shí)確定的目的/目標(biāo)被實(shí)現(xiàn)以前不能停止臨時(shí)控制措施34D-6 Verificatio

26、n of Corrective Actions 糾正措施驗(yàn)證VERIFICATION METHODS 驗(yàn)證方法Increase frequency of testing of “X” test from 6 pcs per month to 3 pcs per day for next 3 months 在今后三個(gè)月內(nèi)將進(jìn)行X試驗(yàn)的測試頻率從每月6次提高到每天3次.100% sort for defect “X” for the next five shipments 對今后五批發(fā)貨進(jìn)行100% X 缺陷的檢查35D-6 Verification of Corrective Actions 糾

27、正措施驗(yàn)證VERIFICATION METHODS 驗(yàn)證方法Collect data for specific defect for the next 3 weeks; calculate the CpK (CpK must be equal to or greater than 1.67) 在今后三周內(nèi)收集特定缺陷的數(shù)據(jù)，計(jì)算CpK值 (CpK必須大于等于1.67)Test for characteristic “X”; zero defects allowed 測試特性X, 必須為零缺陷36D-6 Verification of Corrective Actions 糾正措施驗(yàn)證VERIF

28、ICATION METHODS 驗(yàn)證方法Track overtime in area “Y” for the next 3 months; overtime should not exceed “A” hours per month 在今后三個(gè)月內(nèi)跟蹤Y區(qū)的加班情況。每月加班時(shí)間應(yīng)不超過A小時(shí)。37D-6 Verification of Corrective Actions 糾正措施驗(yàn)證CAUTIONS注意 ! ! ! Ensure containment is not ended too soon 確保不要太早停止臨時(shí)控制措施Avoid short term impact 避免短期影響388

29、 - Disciplines of Problem Solving解決問題的8項(xiàng)紀(jì)律D-1 Form the Team 建立團(tuán)隊(duì)D-2 Describe the Issue描述問題D-3 Containment Activities臨時(shí)控制措施D-4 Find and Verify Root Cause查找并確定根本原因D-5 Select the Best Solution選擇最佳解決方案D-6 Verification of Corrective Action糾正措施驗(yàn)證D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生D-8 Congratulate the Team祝賀團(tuán)隊(duì)3

30、9D-7 Prevent Recurrence 預(yù)防問題重復(fù)發(fā)生Identify what allowed the problem to occur by searching: 檢查以下幾個(gè)方面，確定曾導(dǎo)致問題發(fā)生的因素Systems 體系Practices 習(xí)慣作法Procedures 程序文件Review other areas where this problem could occur 檢查其他可能發(fā)生同樣問題的區(qū)域40D-7 Prevent Recurrence 預(yù)防問題重復(fù)發(fā)生TOOLS TO USE 可用工具Brainstorming 集思廣益Action Planning 行動(dòng)

31、規(guī)劃Process Flow Diagrams 工序流程圖pFMEAs 過程FMEA41D-7 Prevent Recurrence 預(yù)防問題重復(fù)發(fā)生Method to Prevent Recurrence 預(yù)防問題重復(fù)發(fā)生的方法Identify the opportunity 查找問題發(fā)生的機(jī)會Define the scope 確定范圍Analyze the current process 分析現(xiàn)有程序Envision the future process 設(shè)想未來的程序Pilot and verify the proposed change 試驗(yàn)并驗(yàn)證設(shè)想的變化42D-7 Prevent

32、Recurrence 預(yù)防問題重復(fù)發(fā)生Method to Prevent Recurrence - contd 預(yù)防問題重復(fù)發(fā)生的方法(續(xù))Implement the change 實(shí)施改變Change all pertinent records 修改所有相關(guān)的紀(jì)錄Obtain customer approval prior to change if required 需要的話，在改變前要取得客戶的認(rèn)可Continually Improve 持續(xù)改進(jìn)43D-7 Prevent Recurrence預(yù)防問題重復(fù)發(fā)生CAUTIONS 注意! ! ! Ensure quality system requirements (TS16949) are adhered to 確保符合質(zhì)量體系(TS-16949)的要求Ensure customer approval is obtained,