8DENGDGFinalZFCampusCN全面的培訓(xùn)課件

8DProblemSolving

8D問題解決ZFFriedrichshafenAG8DProblemSolving

8D問題解決AgendaIntroduction介紹PresentationRound自我介紹WorkGuidelines工作指南ObjectivesoftheSeminar研討會的目標(biāo)ZFspecificRequirements采埃孚特殊要求The8DProcess8D程序BriefOverview簡明概述ThesingleStepsinDetail每一步驟詳述Workshops課堂練習(xí)ConclusionandFeedback結(jié)論和反饋AgendaIntroduction介紹Introduction介紹

PresentationRound自我介紹Whereareyoufrom(company/location)?你來自哪里（公司/地點）？Inwhichdepartmentdoyouwork?在哪個部門工作？Whatareyourexpectationsfortoday?今天期望學(xué)到什么？Introduction介紹

PresentationRIntroduction介紹

ObjectivesoftheSeminar

研討會目標(biāo)

Youunderstandtheimportanceofthezerodefect

strategy理解零缺陷策略的重要性Youacquired/refreshedexistingknowledgeoftheZF

specificproblem-solvingrequirementsandformsheets

了解或回顧采埃孚關(guān)于問題解決的要求和相關(guān)工作表單Youknowhowtoidentifycustomerrequirements

了解如何識別客戶的要求

Youknowamethodwhichhelpsyoutosustainablyimprove

andmaintaincustomersatisfaction

了解有助于持續(xù)改善和提高客戶滿意度的方法Youunderstandthe8Dproblemsolvingmethod

andarecapabletoimplementit

了解8D問題解決的方法并能夠?qū)嵤㊣ntroduction介紹

ObjectivesoftIntroduction介紹

ObjectivesoftheSeminar

研討會目標(biāo)?Themereformulationofaproblemisoftenfarmoreessentialthanitssolution,whichmaybemerelyamatterofmathematicalorexperimentalskill.Toraisenewquestionsandexplorenewpossibilitiesrequiresustoregardoldproblemsfromanewangle.Thisrequirescreativeimaginationandmarksrealadvancesinscience.”“對一個問題的清晰簡潔的表述，往往比其解決方案更為重要，解決方案可能僅僅是數(shù)學(xué)結(jié)論或?qū)嶒灱记?。為了提出新的問題和探索新的可能性，需要我們從新的角度去關(guān)注舊有的問題，這要求有創(chuàng)造性的想象力，并標(biāo)志真正的科學(xué)進步?！盇lbertEinstein(1879-1955)

Physicist&NobelLaureateIntroduction介紹

ObjectivesoftIntroduction介紹

NecessityandBenefitsof8D

實施8D的必要性和益處Understandingtheimportanceofthezerodefectstrategy

理解零缺陷策略的重要性Eachmistakeisonemistaketoomuch

不能放過任何一個錯誤Everyproductorprocessfailurecosts

每個產(chǎn)品或過程的失效成本Time時間Money

金錢Qualityisacompetitivefactor質(zhì)量是一個競爭因素。Image形象QUALITY100%100%100%Introduction介紹

NecessityandBIntroduction介紹

NecessityandBenefitsof8D

實施8D的必要性和益處99,9%adherencetotherequirementsleadto99,9%符合標(biāo)準(zhǔn)會導(dǎo)致1hourofimpurewaterpermonth每月1小時不純凈的水1insecurelandingatMunichAirportperweek

每周在慕尼黑機場有1次不安全的著陸16.000wronglydeliveredmailingsperhour

每小時16000封發(fā)錯的郵件20.000wronglyissuedmedicalprescriptionsperyear

每年20000個錯誤的醫(yī)療處方32.000missingheartbeatsperyear

每人每年少了32,000次心跳Introduction介紹

NecessityandBIntroduction介紹

NecessityandBenefitsof8D

實施8D的必要性和益處8Dprovidesastandardized,systematicandsimpletoolforthesolvingofproblemsandthedocumentationofresults8D為問題解決和相關(guān)證明文件，提供了標(biāo)準(zhǔn)化的、系統(tǒng)化的、簡明化的工具Theeffectiveimplementationof8Dmeans有效實行8D意味著：Eliminationoftherealrootcause消除真正的根源原因Preventionofrecurringfailures防止失效的重復(fù)發(fā)生Moretimeforessentialissues將更多的時間花在關(guān)鍵事情上Lessfailurecosts(internalandexternal)較少的失效成本（內(nèi)部和外部）Advantagesovercompetitors超越競爭對手的優(yōu)勢Higherdegreeofsatisfaction–foryouandyourcustomer

較高的滿意度–-組織內(nèi)部以及客戶

andleadsto導(dǎo)致Introduction介紹

NecessityandBIntroduction介紹

The1:10:100RuleofFailurePrevention

1:10:100的失效預(yù)防規(guī)則FailureCosts[inEUR]FailurePrevention失效預(yù)防

DiscoveryofFailures失效發(fā)現(xiàn)Thecostsforfailurepreventionorthediscoveryoffailures,respectively,increaseexponentiallyfromphasetophase預(yù)防失效，還是發(fā)現(xiàn)失效，其失效成本將指數(shù)級遞增Introduction介紹

The1:10:100RuZFspecificrequirementscanbefoundintheQR83(QualityDirectiveZFGroup)采埃孚的特殊參見QR83

Introduction介紹

ZFspecificRequirements

采埃孚的特殊要求“質(zhì)量是成功的關(guān)鍵。在當(dāng)前的競爭環(huán)境中，質(zhì)量不在是差異性因素，而是基本要求。ZF的客戶要求可靠的、零缺陷的產(chǎn)品和服務(wù)。ZFspecificrequirementscanbIntroduction介紹

ZFspecificRequirements

采埃孚的特殊要求ExcerptfromtheseminarZFImpulseDaysinlinewiththeQR83:摘自采埃孚QR83ImpulseDays：Rootcauseanalyseshavetobecarriedoutusingappropriatemethods(Ishikawa,5Whys,photos,etc.)必須用適當(dāng)?shù)姆椒ǎ↖shikawa,5Whys,photos,etc）開展根本原因分析Ifrequired,immediatemeasureshavetobereportedandmustbesentvia8Dreportwithinoneday如需要，必須要在1天之內(nèi)，以8D報告的形式報告所采取的立即措施OtheraffectedZFplantsaretobeinformed通知其它受影響的工廠TheeffectivenessofthecorrectivemeasureshastobecommunicatedtoZF

必須同采埃孚溝通糾正措施的有效性Ifdemanded,furtheranalysesmustbeconducted如果有要求，必須開展進一步分析Markingafterpreviousclaim投訴后標(biāo)記Transmissionofthe8DreportviaSupplyOn(ProblemSolver)oremail

通過SupplyOn（ProblemSolver）上傳或通過Email傳遞8D報告Introduction介紹

ZFspecificReq8DReportatZFIntroduction介紹

ZFspecificRequirements

采埃孚的特殊要求?AfteracomplaintmadebytheZFpurchasingplant,correctiveactionsmustbeintroducedimmediately,documented,andifrequestedbyZF,submittedpunctuallyinastructuredmannerusingformF06?8-DReport““(QR83,2011,p.13)Excerpt?FormSheetF068-DReport“QR83,2011,p.52當(dāng)收到ZF采購工廠提出的投訴后，供應(yīng)商應(yīng)立即采取糾正措施，該糾正措施必須以ZF規(guī)定的表格形式加以記錄和組織，如表F06“8D報告”的結(jié)構(gòu)格式，表格應(yīng)在規(guī)定期限內(nèi)遞交給ZF的采購工廠。8DReportatZFIntroduction介紹

AgendaIntroduction介紹PresentationRound自我介紹WorkGuidelines工作指南ObjectivesoftheSeminar研討會的目標(biāo)ZFspecificRequirements采埃孚特殊要求The8DProcess8D程序BriefOverview簡明概述ThesingleStepsinDetail每一步驟詳述Workshops課堂練習(xí)ConclusionandFeedback結(jié)論和反饋AgendaIntroduction介紹The8DProcess8D程序

BriefOverview–History簡要概述-歷史Intheendofthe1960‘s,theJetPropulsionLaboratory(JPL)developedthe4DmethodintheUSAonbehalfoftheNASA.Thesewerethe4Do‘s:

在60代末，JPL在美國代表NASA開發(fā)了4D法，這就是4Do‘s時代Do:Describetheproblem問題描述

Do:Initiateimmediateactions立即措施

Do:Analyzetheproblemcause問題分析Do:Takecorrectiveactions糾正措施Inthebeginningofthe70s:AdoptionofthemethodbyFordandmanyotherautomotivecompanies

從70年代的開始，福特和很多其它汽車公司開始采用該方法1978:Developmentofthe8DmethodbyFord

1978年福特開發(fā)了8D法1981:8DhasbecomestandardforFord,itssubsidiariesaswellasforallFordsuppliers 1981年8D成為福特、其子公司以及其供應(yīng)商的標(biāo)準(zhǔn)The8DProcess8D程序

BriefOver1981:?Do”wasreplacedby?Discipline”1981“Do”被by“Discipline”

代替Endofthe80s:AdoptionofthemethodbymanyEuropeanOEMs,systemssuppliersaswellasmanynon-automotivecompaniesintheUSA 80年代末：8D被很多歐洲整車廠采用，在美國整車供應(yīng)商包括很多非汽車行業(yè)也采用8DExamplesoffurtherproblemsolvingtechniques/methods

其它的問題解決工具/方法的例子：Xerox6Step 施樂6步法Procter&Gamble8StepP&G8步法GM5-Phase 通用5步法Kepner&TregoeProblemSolving&DecisionMaking

KT法Shainin 夏寧法SixSigma六西格瑪8DistheStandardoftheAutomotiveIndustryThe8DProcess8D程序

BriefOverview–History簡要概述-歷史1981:?Do”wasreplacedby?The8DProcess8D程序

BriefOverview–Definition簡要概述-定義Team-orientedprocedure/processforthesolvingofproblems

以團隊合作為導(dǎo)向的問題解決的程序/過程Fulfillsthreestandardizedandcomplementaryfunctions

實現(xiàn)3個標(biāo)準(zhǔn)化和補充的功能Function1:Problemidentification問題識別Function2:Problemsolving問題解決Function3:Documentation文件化The8DProcess8D程序

BriefOverThe8DProcess8D程序

BriefOverview–ScopeofApplication簡要概述-適用范圍8DSuitablefortechnicalandnon-technicalproblems適用技術(shù)非技術(shù)的問題Non-technical非技術(shù)性的Customerisnotsatisfied顧客不滿意Delayeddelivery發(fā)運延遲Technical技術(shù)性的Constructionfailure結(jié)構(gòu)失效Defectiveproduct不良產(chǎn)品7Qualitytools7大工具3x5WhySupportby8DRootcauseanalysisduringseriesproduction對于量產(chǎn)件根本原因分析Supportby8DDuringtheproductevolutionprocessorduringre-engineering在產(chǎn)品開發(fā)和再設(shè)計過程中Localdistribution局部分布Variablecomparison變量比較Componentcomparison零件比較Checksheet

forconceptcomparison設(shè)計比較Taguchi田口法Etc.等等The8DProcess8D程序

BriefOverThe8DProcess8D程序

BriefOverview–Purpose簡要概述-目的8Dissuitableforthesolvingofinternalproblemsandthehandlingofexternalcustomercomplaints8D適用解決內(nèi)部問題和外部客戶投訴Suitableforthein-depthanalysisofproblemsaswellasfortheeliminationoftherootcausesoffailures

適合深入的問題分析并能消除根本的失效原因Usedforthepreparationofinformationwithinthecompanyinordertopreventtherecurrenceoffailures

用于公司內(nèi)部信息預(yù)備，以便預(yù)防失效的重復(fù)發(fā)生Customersareinformedfastandonaregularbasisandaretherebyalwaysupdatedastothenewestinformationandknowledgeavailable

快速并定期通知客戶，及時更新信息Revealsmultiplerootcausesandsystematicfailures

揭示多重根本原因和系統(tǒng)性失效The8DProcess8D程序

BriefOverThe8DProcess8D程序

Deming‘sRuleofThumb戴明的經(jīng)驗法則85%ofallfailuresaresystem-induced85%的失效是系統(tǒng)所造成的Itisofcrucialimportancetoseparatetheproblemfromtheperson

把問題和人分開，這非常重要?Troubleshooting“isprincipallynotsupposedtobeasearchforthepersonresponsibleforthefailure “解決問題”的重要的是不試圖尋找造成失效的人員Firstquestion:?Whyhasthesystemnotbeenabletoprevent/discoverthefailure?“andnot?Whomadethefailure?”

第一個問題:?為什么系統(tǒng)沒有能夠阻止/發(fā)現(xiàn)問題?“而不是，誰造成了問題?”The8DProcess8D程序

Deming‘sRThe8DProcess8D程序

BriefOverview總覽8Dandthetoolsincontext8D和工具DescriptionoftheProblem問題描述ImmediateActions臨時措施ProblemSolving問題解決CorrectiveMeasures糾正措施Prevention預(yù)防ZeroDefects零缺陷Incident事故8DProcess8D過程OtherTools其它工具7

QualityTools

7大質(zhì)量工具Lessons

Learned經(jīng)驗教訓(xùn)Transfertothenextgenerationandsimilarproceedings將經(jīng)驗教訓(xùn)傳遞給下一代產(chǎn)品或相似的過程上The8DProcess8D程序

BriefOverThe8DProcess8D程序

Trigger觸發(fā)源

Incident=undiscoveredmistake(failure,inconsistency)whichturnsintoaproblematthetimethatitisdiscovered;likeforexampleproductfailures,auditresults,fielderrors,customercomplaints,etc.…

事故=未發(fā)現(xiàn)的錯誤（失效，不一致），當(dāng)被發(fā)現(xiàn)時就成為一個問題，比如產(chǎn)品失效、審核結(jié)果、現(xiàn)場失效、客戶抱怨等等Theincidenttriggersthe8Dprocess事故觸發(fā)8DOncetheproblemhasbeenidentified,thefollowinginformationhastobegathered一旦問題已經(jīng)被確認(rèn)，以下的信息必須被收集Timeofthediscovery?發(fā)現(xiàn)的時間Howmanypartsareaffected?有多少產(chǎn)品受到影響Wherehastheproblembeendiscovered?發(fā)現(xiàn)的地方Partnumber?零件號Wordingoftheproblemmessage?發(fā)出問題消息Etc.…等等The8DProcess8D程序

Trigger觸發(fā)The8DProcess8D程序

Trigger觸發(fā)源Target目標(biāo)Time時間PerformanceTarget目標(biāo)Time時間PerformanceTarget目標(biāo)Time時間PerformanceTarget目標(biāo)Time時間PerformanceActual實際Actual實際Actual實際Actual實際Graduallyfromthebeginning逐漸的從一開始就背離Graduallyafterastableperiod逐漸的在一個穩(wěn)定的時期之后才背離Allofasudden所有出乎意料The8DProcess8D程序

Trigger觸發(fā)The8DProcess8D程序

ThesingleStepsinDetail每一步驟詳解Improvementuntilfullsatisfactionisreached持續(xù)改進一直到完全滿意ProblemSolvingTeam問題解決小組

D1ProblemDescription問題描述

D2ContainmentAction(s)遏制措施

D3RootCauses根本原因

D4CorrectiveActions糾正措施

D5TypeofEffectivenessReviewandResult驗證措施的有效性和結(jié)果D6PreventiveMeasures防止重復(fù)發(fā)生措施

D7LessonsLearned經(jīng)驗教訓(xùn)

D8The8DProcess8D程序

ThesingleThe8DProcess8D程序

ThesingleStepsinDetail每一步驟詳解D1: Installationofaproblemsolvingteam建立問題解決小組D2:Problemdescription問題描述D3: Implementationandverificationofcontainmentactions

實施和驗證遏制措施D4:Determinationandanalysisofpossiblerootcauses

決定和分析可能的根本原因D5:Reviewofpossibleproceduresandplanningofcorrective measures 評審和策劃糾正措施D6: Implementationandverificationoftheplannedcorrectiveactions

實施和驗證糾正措施D7: Initiationofactionstopreventrecurrence采取行動防止再發(fā)生D8: Finaltalks/lessonslearned最終交流/經(jīng)驗教訓(xùn)D1D2D3D4D5D6D7D8The8DProcess8D程序

ThesingleThe8DProcess8D程序

D1–InstallationofaTeam建立小組Build-upofa?coreteam“withpersonswho建立包括以下成員的核心小組：Disposeoftherequiredprocessandproductknowledge(experts)

了解過程及產(chǎn)品的專家Bringintimeandcommitment有時間和承諾Disposeofthecompetenciesaswellastheinternalauthorizationtosolvetheproblem,takedecisionsandtoinitiatemeasures

有能力以及內(nèi)部授權(quán)的人，能夠解決問題、做決定和實施相應(yīng)措施Theteammustnotconsistmerelyofmembersfromthequalitydepartment

小組不可以僅僅只由質(zhì)量人員組成The?causer“oftheproblemshouldbeapartoftheteam

小組需包含問題的“引發(fā)者”Nominationofaninternal?champion“需任命一個小組的負(fù)責(zé)人Ifrequired,inviteexpertsasextendedteammembers如果需要，可以邀請外部的專家作為小組成員D1The8DProcess8D程序

D1–InstaThe8DProcess8D程序

D1–CheckSheet檢查清單Areallrelevantdocumentsavailable?是否有所有的文件Aretherightpersonsintheteam?(professionalandtechnicalexperience)

團隊中人員是否合適（專業(yè)和技術(shù)經(jīng)驗）？Arethemembersofthecoreteamtrainedaccordingly？

核心團隊的人員是否經(jīng)過相應(yīng)的培訓(xùn)？Iseveryteammemberacquaintedwiththerespectivetask/responsibility?

是否團隊的每個成員都熟悉自己的任務(wù)/責(zé)任？Shouldcustomers/suppliersparticipateatthemeeting?

客戶和供應(yīng)商應(yīng)該參加會議嗎？Areallparticipantsinformedastothevenueandthedateofthemeeting?

會議的時間和地點，通知了所有參加的人員嗎？Haveallteammembersconfirmedtheirattendance?所有參會人員是否確認(rèn)到會？Areboththedocumentationandthereportingensured?文件和報告是否準(zhǔn)備好？Hastheproblembeensufficientlydefined?問題是否被充分定義？D1The8DProcess8D程序

D1–CheckThe8DProcess8D程序

D2–ProblemDescription問題描述Verificationofthereportedinformation確認(rèn)被通報的信息

Identificationandquantificationoftheproblemsource問題的識別和量化

(Where/when/howdidtheproblemoccur?)哪里/什么時候/問題是怎么發(fā)生的Determinehowmanypartsareconcerned:確定涉及多少零件Atthecustomerlevel在客戶方的Incirculation/transport在流通/運輸過程的Intheproduction/goodsissue在生產(chǎn)環(huán)節(jié)的Analysisoftheproblem‘sconsequences(affectedparts,versions,vehicles,etc.)分析問題的后果（受到影響的零件，版本，車型等等）D2The8DProcess8D程序

D2–ProblThe8DProcess8D程序

D2–ProblemDescription問題描述Describetheproblemaspreciseaspossible盡可能精確描述問題Describetheproblemassimpleaspossible盡可能簡單描述問題Ifthesituationisdifficulttodescribe:indicationthatthereismorethanjustoneproblemwhichneedstoberesolved如果情況很難描述：表明有可能不止一個需要解決的問題Addpicturesorsketches(e.g.technicaldrawings,photos,processflowcharts)附圖片或者示意圖（如技術(shù)圖紙，相片，過程流程圖）Checkifyouaredealingwitharecurrentfailure檢查你是否在處理重復(fù)發(fā)生的失效Analyzetheteamstructureoncemore:Areallrequiredpersonsintheteam?再一次分析團隊結(jié)構(gòu)：是否所有需要的人都在團隊中Reviewtheproblemdescriptionfromtheinternal/externalcustomerpointofview:Isthedescriptionfactual,clearandcomprehensible?從內(nèi)部/外部客戶的角度審視描述問題：是否是具體的、清楚的、可理解的D2The8DProcess8D程序

D2–ProblThe8DProcess8D程序

D2–ProblemDescription問題描述D2IS是ISNOT不是What?什么Unbalance不平衡Crack斷裂Transmissionring3rdgear傳動環(huán)第3號齒輪Allothergears所有其它齒輪When?什么時候發(fā)現(xiàn)問題時間：March1-73月1號到7發(fā)生問題時間：xxxxPreviouslyorafterwards在這之前或之后Where?什么地方Innerside內(nèi)側(cè)Exteriorside外測Atcustomer客戶處Atqualityassurance質(zhì)量保證部How?如何Discoveredduringproductioninspection在生產(chǎn)檢驗時Discoveredthroughincominggoodsinspection在來料檢驗時Howoften?/頻率Howmany?有多少5parts5個零件Moreorlessparts其它數(shù)量The8DProcess8D程序

D2–ProblThe8DProcess8D程序

D2–CheckSheet檢查清單Havedefectiveproductsbeeninspected?否檢查過了有缺陷的產(chǎn)品（實物）Isitexpedienttosub-dividetheproblem?是否細(xì)分了問題Areallrelevantnumbers/facts/dataavailable?是否有相關(guān)的數(shù)量/現(xiàn)象/數(shù)據(jù)Howseriousistheproblem?問題有多嚴(yán)重Whichproducts/producttypesareaffected?什么產(chǎn)品/什么類型受到影響Whichcustomersareaffected?哪些客戶受影響了Howlargeistheaffectedrangeofparts零件影響的范圍有多大D2The8DProcess8D程序

D2–CheckThe8DProcess8D程序

D2–ZF8DFormSheet采埃孚8D表格Excerpt?FormSheetF068-DReport“QR83,2011,p.52D2The8DProcess8D程序

D2–ZF8DThe8DProcess8D程序

D3–ContainmentMeasures遏制措施Protectionoftheinternal/externalcustomersfromtheproblem’sconsequencesuntilpermanentcorrectivemeasuresareimplementedeffectively

保護內(nèi)/外部客戶免受問題的影響，直到永久措施有效的實施Verificationoftheeffectivenessoftheimplementedmeasures;ifrequired,determinationandimplementationofadditionalmeasures

驗證實施措施的有效性；如果需要，決定和實施額外的措施Implementationofnecessaryfieldmeasuresifthedefectivepartshavereachedtheendcustomer

如果不良品已經(jīng)到達最終客戶端，可以實施必要的現(xiàn)場作業(yè)方法Evaluationofpotentialrisks

評估潛在風(fēng)險D3The8DProcess8D程序

D3–ContaThe8DProcess8D程序

D3–ContainmentMeasures遏制措施Possiblemeasuresareforexampleblocking/testing/sortingofgoods,arrangementofreplacementdeliveries,initiationofreworkactivities,etc…

可能的方法例如圍堵/測試/挑選，替換品發(fā)運的安排，返工的啟動，等等。Donotforget不要忘記Markingofthesorted“OK”parts 標(biāo)識已挑選出的‘ok’的產(chǎn)品Verificationoftheeffectivenessofthecontainmentmeasures

對遏制措施的有效性進行驗證Evaluationofpossiblesideeffects 評估可能的影響Containmentactionsonlyfightthesymptoms;however,theydonotsolvetheproblem

遏制措施只能解“燃眉之急”，但不能解決根本的問題Containmentactionsaretemporarymeasures 遏制措施是臨時措施MarkingofinspectedgoodswiththeformsheetF11?Identificationofcertifiedmaterialaftercomplaint“ 根據(jù)表格F11對已經(jīng)檢驗的產(chǎn)品進行標(biāo)識D3Excerpt?FormsheetF11:Identificationofcertifiedmaterialaftercomplaint“QR83,2011,p.55The8DProcess8D程序

D3–ContaThe8DProcess8D程序

D3–ZFRequirements采埃孚要求Markingafterpreviouscomplaint投訴后標(biāo)記D3?Subsequentdeliveriesfromwarehouseandworkinprogresswhichhavebeensubjectedto100%testingduetoapreviousfaultmustbemarkedwiththeformF11?Identificationofcertifiedmaterialaftercomplaint“untilithasbeenproventhatthefaulthasbeenremedied.EachindividualcontainermustbeclearlyidentifiedwithFormF11.ThetypeofmarkingontheindividualpartneedstobeagreedwiththeZFreceivingplant.“(QR83,2011,p.14)客戶投訴后，供應(yīng)商倉庫庫存品和在制品需經(jīng)過100%的檢測才能發(fā)貨至ZF，此類貨物應(yīng)當(dāng)用表F11“投訴后認(rèn)證的識別”進行標(biāo)記，直至錯誤被證明已經(jīng)得到糾正。每個包裝箱都應(yīng)當(dāng)用F11表標(biāo)示。單個零件上的標(biāo)記方法應(yīng)取得ZF工廠的同意。The8DProcess8D程序

D3–ZFReThe8DProcess8D程序

D3–ZFRequirementsComplaintsfromthefield售后投訴D3?Intheeventofcomplaintsfromthefield,thesupplieristocarryoutmethodicanalyses,inparticularforcomponentsforwhichnofaultswerefoundintheappraisalprocess.“(QR83,2011,p.14)在售后投訴時，供應(yīng)商應(yīng)進行方法分析，尤其針對評估過程中未發(fā)現(xiàn)的缺陷的部件。The8DProcess8D程序

D3–ZFReThe8DProcess8D程序

D3–ZFRegulationsZF規(guī)定?[…]immediateactionsaretobereportedtoZFwithinoneworkingdayatthelatestandinwriting.“如果ZF要求，供應(yīng)商應(yīng)最遲在一個工作日內(nèi)向ZF書面報告所采取的臨時措施。?OtheraffectedZFplantsaretobeinformedimmediatelybythesupplier.”

供應(yīng)商應(yīng)立即通知其它受影響的ZF工廠。?ZFistobenotifiedabouttheeffectivenessofthecorrectiveactionstaken.“應(yīng)將已采取糾正措施的有效性及時通知給ZF公司。(QR83,2011,p.13f.)Excerpt?FormSheetF068-DReport“QR83,2011,p.52D3The8DProcess8D程序

D3–ZFReThe8DProcess8D程序

D3–OfficialDueDates正式的完成預(yù)期Within1workingday*1個工作日內(nèi)：Writtenreactionstothecustomeronthefutureproceedings(maindata,D1andD2filledinascompletelyaspossible)以書面形式向客戶報告未來的相應(yīng)措施（主要數(shù)據(jù)，D1和D2，盡可能填寫上完整的信息）Within2workingdays*

2個工作日內(nèi)：Thefirstresultsofthefailureanalysisandthecontainmentmeasureshavetobecommunicatedtothecustomersinwritinginordertoprotectthemfromfurtherdefects/failures(adjustedmaindata,D1,D2,D3)以書面的形式向客戶傳達關(guān)于失效的首次分析結(jié)果和采取的遏制措施，以免于客戶受到更多缺陷/失效的影響（調(diào)整過的主要的數(shù)據(jù)，D1，D2，D3)Ifduedatescannotbeadheredto,thishastobecommunicatedimmediatelytothecustomertogetherwithanexplanation.Moreover,thefurtherproceedingsshouldbeagreeduponwiththerespectivesupplier.Inthesecases,areportwiththeinterimresultsandanactionplanincludingduedateshastobeforwardedaswell.如果完成預(yù)期沒有得到實現(xiàn)，必須立即和客戶進行溝通并做解釋。此外，應(yīng)就下一步的方案與各自的供應(yīng)商達成一致。在這種情況下，必須同時提交包含階段性結(jié)果和行動計劃在內(nèi)的報告。D3The8DProcess8D程序

D3–OfficThe8DProcess8D程序

D3–CheckSheet檢查清單Havesuccessfulimmediateactionsbeenlaunched?

是否已經(jīng)啟動了立即的行動？Howorinwhichwayhastheeffectivenessofthemeasuresbeenverified?

方法的有效性是如何或者通過什么方式進行驗證的？Aretheemployeeswhoareresponsiblefortheconductionofthemeasuressufficientlyinstructed?負(fù)責(zé)實施的員工是否接受足夠的指導(dǎo)？Isitensuredthatthemeasuresinitiateddonotleadtonewfailures?

能否保證實施方法不會導(dǎo)致新的失效？Isthecustomer-bymeansoftheimmediatemeasures-sufficientlyprotectedfromfurtherfailures?在各種臨時的措施中，客戶是否得到充分的保護以免遭受更多的失效模式Isitensuredthatnofurtherdefectiveproductsarebeingdelivered?

是否確定沒有更多的不良品被發(fā)運？Aredefectiveproductsidentifiedandsortedoutassoonaspossibleduringtheproductevolutionprocess?

在產(chǎn)品評估過程中，不良品是否能被理科識別和挑出？D3The8DProcess8D程序

D3–CheckThe8DProcess8D程序

WorkshopD1,D2,D3課堂練習(xí)D1,D2,D3D1: Installationofaproblemsolvingteam建立問題解決小組D2: Problemdescription問題描述D3: Implementationandverificationofcontainmentactions

實施和驗證遏制措施D4: Determinationandanalysisofpossiblerootcauses

判定和分析可能的根本問題D5: Reviewofpossibleproceduresandplanningofcorrective

measures評審和策劃糾正措施D6: Implementationandverificationoftheplannedcorrective actions實施和驗證計劃的糾正措施D7: Initiationofactionstopreventrecurrence

啟動行動預(yù)防再復(fù)發(fā)D8: Finaltalks/lessonslearned經(jīng)驗教訓(xùn)D1D2D3D4D5D6D7D8The8DProcess8D程序

WorkshopDThe8DProcess8D程序

D4–DeterminationandRoot

CauseAnalysis確定和分析根本原因D4DescriptionoftheProblem問題描述ImmediateActions臨時措施ProblemSolving問題解決CorrectiveMeasures糾正措施Prevention預(yù)防ZeroDefects零缺陷Incident事故8DProcess8D過程OtherTools其它工具7

QualityTools

7大質(zhì)量工具Lessons

Learned經(jīng)驗教訓(xùn)Transfertothenextgenerationandsimilarproceedings將經(jīng)驗教訓(xùn)傳遞給下一代產(chǎn)品或相似的過程上The8DProcess8D程序

D4–DeteProblemsandfailuresdonotjustoccuroutoftheblue–theygetcaused

問題和失效的發(fā)生不是偶然的-他們是有原因的Searchforallpossiblecauseswhichmightexplaintheproblem

找尋所有可能的解釋問題的原因Verifythroughanalysesifoneormorecausesmightbetherootcause(s)

當(dāng)一個或多個原因可能是問題的根本原因時，通過分析進行驗證Rootcauseanalysisthroughstandardqualitytoolsandothertools

通過標(biāo)準(zhǔn)質(zhì)量工具和其它工具分析根本原因Verificationoftherootcausethrough?switchingonandoff“thecause

通過“施加和撤銷”的方式驗證根本原因Resultshavetobebasedonfacts,notonassumptions

結(jié)果要以事實為依據(jù)，不能假設(shè)。Donotsettleforonecausetoofast.不要太快地歸因于某個原因Stayconsistentandsearchthoroughlyforallcauses.

保持一致和徹底搜索所有原因D4The8DProcess8D程序

D4–DeterminationandRoot

CauseAnalysis確定和分析根本原因DonotsettleforonecausetoThegoalofthisstepistoidentifytherealrootcause

這個步驟的目標(biāo)是識別真正的根本原因。Inordertodoso,youshouldalwayscarryouttwoseparateanalyses

為了識別根本原因，你應(yīng)該總從兩個方面進行分析Whydidthefailureoccur?為什么會發(fā)生失效？Whyhasthefailurenotbeendíscovered?為什么沒有發(fā)現(xiàn)失效？D4The8DProcess8D程序

D4–DeterminationandRoot

CauseAnalysis確定和分析根本原因Whydidthefailureoccur?D4ThCheckSheet 計數(shù)表

Histogram直方圖ParetoDiagram排列圖ScatterDiagram散布圖FlowChart流程圖ControlChart控制圖CauseandEffectDiagram(Ishikawa)因果圖（石川圖）Theseandothertoolsaretreatedmoreindetailintheseminar?problemsolvingtechniques“

以上工具已經(jīng)在“問題解決工具”中詳細(xì)講解。The8DProcess8D程序

The7QualityTools7大質(zhì)量工具

D4CheckSheet 計數(shù)表 The8DProcessThe8DProcess8D程序

The7QualityTools–ZFExamples

7大質(zhì)量工具--ZF應(yīng)用舉例CheckSheet計分表

E.g.:Checklistforrandomcontrols檢查表用于隨機檢驗Histogram直方圖

E.g.:Statisticalevaluationslikecapabilitystudies統(tǒng)計評估，如能力研究FlowChart流程圖

E.g.:Visualizationofsequencesinprocessdescriptions

過程次序目視化描述CauseandEffectDiagram因果圖

E.g.:Componentofthecausedeterminationwithinthe8Dsystematic用于8D中的原因分析Nr.123AnzahlScatterDiagram散布圖

E.g.:UtilizationinthestandardsoftwareQS-Stat利用標(biāo)準(zhǔn)軟件QS-StatControlChart控制圖

E.g.:Utilizationinthemonitoringoftheproductionprocess用于監(jiān)控生產(chǎn)過程ParetoDiagram排列圖

E.g.:VisualizationoftheFMEAresults.可視化的FMEA的結(jié)果The8DProcess8D程序

The7QualExampleof7M

7M舉例The8DProcess8D程序

CauseandEffectDiagram因果圖D4MenschMitwelt

(=Umwelt)

Problem問題MaschineMaterialMethodikMessbarkeitManagementIshikawaandtheM′sarefrequentlyusedtogether魚骨圖和7M經(jīng)常一起使用Machine

機器Milieu

環(huán)境Material原料ManPower人力Management管理Method

方法Measurability可測量性Exampleof7M7M舉例The8DProceThe8DProcess8D程序

5xWhy–Example5xWhy-舉例D4Problem:Electronictoolstoppedworking!問題：電動工具停止工作！VisiblePhenomena表面現(xiàn)象WHY?Printedcircuitboardpartiallymolten印刷電路板部分融化Printedcircuitboardoverheated印刷電路板過熱Non-adequateairsupply無足夠的空氣供應(yīng)Airfilternotreplaced空氣過濾器沒有更換Nopreventivemaintenance沒有預(yù)防性維修WHY?WHY?WHY?WHY?RootCause

根本原因The8DProcess8D程序

5xWhy–Aftertheidentificationoftherootcause:識別根本原因后：Verificationoftheeffectivenessoftheimplementedimmediatemeasure(s)

驗證所采取的臨時措施的有效性Analysisandverificationofthepotentialriskforthecustomer

分析和驗證客戶的潛在風(fēng)險D4The8DProcess8D程序

D4–DeterminationandRoot

CauseAnalysis確定和分析根本原因D4The8DProcess8D程序

D4–DeThe8DProcess8D程序

D4–CheckSheet檢查表清單Haveallsourcesofinformationbeenconsideredduringthedeterminationofthecauses?在確定原因時，所有信息來源都被考慮了嗎?Whyhastheproblemnotoccurredpreviously?

為什么以前沒有發(fā)生這個問題。Istherearelationshipbetweentheproblemandcertainprocesses?問題和某些過程之間是否有關(guān)聯(lián)？Haverelevantprocessesbeencheckedforweakpoints?檢查了相關(guān)過程的薄弱環(huán)節(jié)嗎?Areallprocessescapable?(SPC)所有過程能力滿足要求嗎？SPCWhichsystems,proceduresandinstructionshaveenabled/favoredtheproblem‘soccurrence?

哪些系統(tǒng)、程序和指導(dǎo)書會導(dǎo)致這個問題的發(fā)生?AreprocessflowsandFMEAsuptodate?過程流程圖和失效模式是否更新？Throughwhichmeasureshavethecausesbeenconfirmed?通過什么方法能證實產(chǎn)生的原因？D4The8DProcess8D程序

D4–CheckThe8DProcess8D程序

WorkshopD4課堂練習(xí)D1D2D3D4D5D6D7D8D1:Installationofaproblemsolvingteam建立問題小組D2: Problemdescription問題描述