D問題解決培訓(xùn)課件

8DProblemSolving

8D問題解決ZFFriedrichshafenAGAgendaIntroduction介紹PresentationRound自我介紹WorkGuidelines工作指南ObjectivesoftheSeminar研討會的目標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

ObjectivesoftheSeminar

研討會目標

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

ObjectivesoftheSeminar

研討會目標?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，并標志真正的科學(xué)進步?！盇lbertEinstein(1879-1955)

Physicist&NobelLaureateIntroduction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

NecessityandBenefitsof8D

實施8D的必要性和益處99,9%adherencetotherequirementsleadto99,9%符合標準會導(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

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，提供了標準化的、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

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ZFspecificrequirementscanbefoundintheQR83(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)。Introduction介紹紹ZFspecificRequirements采埃埃孚孚的的特特殊殊要要求求ExcerptfromtheseminarZFImpulseDaysinlinewiththeQR83:摘自自采采埃埃孚孚QR83ImpulseDays：Rootcauseanalyseshavetobecarriedoutusingappropriatemethods(Ishikawa,5Whys,photos,etc.)必須須用用適適當當?shù)牡姆椒椒ǚǎǎ↖shikawa,5Whys,photos,etc）開開展展根根本本原原因因分分析析Ifrequired,immediatemeasureshavetobereportedandmustbesentvia8Dreportwithinoneday如需需要要，，必必須須要要在1天之之內(nèi)內(nèi)，以以8D報告告的的形形式式報報告告所所采采取取的的立立即即措措施施OtheraffectedZFplantsaretobeinformed通知知其其它它受受影影響響的的工工廠廠TheeffectivenessofthecorrectivemeasureshastobecommunicatedtoZF必須須同同采采埃埃孚孚溝通通糾正正措措施施的的有有效效性性Ifdemanded,furtheranalysesmustbeconducted如果果有有要要求求，，必必須須開開展展進進一一步步分分析析Markingafterpreviousclaim投訴訴后后標記記Transmissionofthe8DreportviaSupplyOn(ProblemSolver)oremail通過SupplyOn（ProblemSolver）上傳傳或通通過過Email傳遞8D報告8DReportatZFIntroduction介紹ZFspecificRequirements采埃孚孚的特特殊要要求?AfteracomplaintmadebytheZFpurchasingplant,correctiveactionsmustbeintroducedimmediately,documented,andifrequestedbyZF,submittedpunctuallyinastructuredmannerusingformF06??8-DReport“““(QR83,2011,p.13)Excerpt??FormSheetF068-DReport““QR83,2011,p.52當收到到ZF采購工工廠提提出的的投訴訴后，，供應(yīng)應(yīng)商應(yīng)應(yīng)立即即采取取糾正正措施施，該該糾正正措施施必須須以ZF規(guī)定的的表格格形式式加以以記錄錄和組組織，，如表表F06“8D報告””的結(jié)結(jié)構(gòu)格格式，，表格格應(yīng)在在規(guī)定定期限限內(nèi)遞遞交給給ZF的采購購工廠廠。AgendaIntroduction介紹PresentationRound自我介介紹WorkGuidelines工作指指南ObjectivesoftheSeminar研討會會的目目標ZFspecificRequirements采埃孚孚特殊殊要求求The8DProcess8D程序BriefOverview簡明概概述ThesingleStepsinDetail每一步步驟詳詳述Workshops課堂練練習(xí)ConclusionandFeedback結(jié)論和和反饋饋The8DProcess8D程序BriefOverview––History簡要概概述-歷史Intheendofthe1960‘‘s,theJetPropulsionLaboratory(JPL)developedthe4DmethodintheUSAonbehalfoftheNASA.Thesewerethe4Do‘s:在60代末，，JPL在美國國代表表NASA開發(fā)了了4D法，這這就是是4Do‘‘s時代Do:Describetheproblem問題描描述Do:Initiateimmediateactions立即措措施Do:Analyzetheproblemcause問題分分析Do:Takecorrectiveactions糾正措措施Inthebeginningofthe70s:AdoptionofthemethodbyFordandmanyotherautomotivecompanies從70年代的的開始始，福福特和和很多多其它它汽車車公司司開始始采用用該方方法1978:Developmentofthe8DmethodbyFord1978年福特特開發(fā)發(fā)了8D法1981:8DhasbecomestandardforFord,itssubsidiariesaswellasforallFordsuppliers1981年8D成為福福特、、其子子公司司以及及其供供應(yīng)商商的標標準1981:??Do”wasreplacedby??Discipline”1981“Do”被by“Discipline”代替Endofthe80s:AdoptionofthemethodbymanyEuropeanOEMs,systemssuppliersaswellasmanynon-automotivecompaniesintheUSA80年代末末：8D被很多多歐洲洲整車車廠采采用，，在美美國整整車供供應(yīng)商商包括括很多多非汽汽車行行業(yè)也也采用用8DExamplesoffurtherproblemsolvingtechniques/methods其它的的問題題解決決工具具/方法的的例子子：Xerox6Step施樂6步法Procter&Gamble8StepP&G8步法GM5-Phase通用5步法Kepner&TregoeProblemSolving&DecisionMakingKT法Shainin夏寧法法SixSigma六西格格瑪8DistheStandardoftheAutomotiveIndustryThe8DProcess8D程序BriefOverview––History簡要概概述-歷史The8DProcess8D程序BriefOverview––Definition簡要概概述-定義Team-orientedprocedure/processforthesolvingofproblems以團隊隊合作作為導(dǎo)導(dǎo)向的的問題題解決決的程程序/過程Fulfillsthreestandardizedandcomplementaryfunctions實現(xiàn)3個標準準化和和補充充的功功能Function1:Problemidentification問題識識別Function2:Problemsolving問題解解決Function3:Documentation文件化化The8DProcess8D程序BriefOverview––ScopeofApplication簡要概概述-適用范范圍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BriefOverview––Purpose簡要概概述-目的8Dissuitableforthesolvingofinternalproblemsandthehandlingofexternalcustomercomplaints8D適用解解決內(nèi)部問問題和外部部客戶戶投訴訴Suitableforthein-depthanalysisofproblemsaswellasfortheeliminationoftherootcausesoffailures適合深深入的的問題題分析析并能能消除根根本的的失效效原因因Usedforthepreparationofinformationwithinthecompanyinordertopreventtherecurrenceoffailures用于公公司內(nèi)內(nèi)部信信息預(yù)預(yù)備，，以便便預(yù)防失失效的的重復(fù)復(fù)發(fā)生生Customersareinformedfastandonaregularbasisandaretherebyalwaysupdatedastothenewestinformationandknowledgeavailable快速并并定期期通知知客戶戶，及時時更新新信息息Revealsmultiplerootcausesandsystematicfailures揭示多多重根根本原原因和和系統(tǒng)統(tǒng)性失失效The8DProcess8D程序Deming‘‘sRuleofThumb戴明的的經(jīng)驗驗法則則85%ofallfailuresaresystem-induced85%的失效效是系統(tǒng)所所造成成的Itisofcrucialimportancetoseparatetheproblemfromtheperson把問題和和人分分開，這非非常重重要?Troubleshooting““isprincipallynotsupposedtobeasearchforthepersonresponsibleforthefailure“解決問問題”的重要要的是是不試圖圖尋找找造成成失效效的人人員Firstquestion:??Whyhasthesystemnotbeenabletoprevent/discoverthefailure?““andnot?Whomadethefailure?”第一個個問題題:?為什么么系統(tǒng)統(tǒng)沒有有能夠夠阻止止/發(fā)現(xiàn)問問題?“而不是是，誰誰造成成了問問題?”The8DProcess8D程序BriefOverview總覽8Dandthetoolsincontext8D和工具具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Trigger觸發(fā)源源Incident=undiscoveredmistake(failure,inconsistency)whichturnsintoaproblematthetimethatitisdiscovered;likeforexampleproductfailures,auditresults,fielderrors,customercomplaints,etc.……事故=未發(fā)現(xiàn)現(xiàn)的錯錯誤（（失效效，不不一致致），，當被被發(fā)現(xiàn)現(xiàn)時就就成為為一個個問題題，比比如產(chǎn)產(chǎn)品失失效、、審核核結(jié)果果、現(xiàn)現(xiàn)場失失效、、客戶戶抱怨怨等等等Theincidenttriggersthe8Dprocess事故觸觸發(fā)8DOncetheproblemhasbeenidentified,thefollowinginformationhastobegathered一旦問問題已已經(jīng)被被確認認，以以下的的信息息必須須被收收集Timeofthediscovery?發(fā)現(xiàn)的的時間間Howmanypartsareaffected?有多少產(chǎn)品品受到影響響Wherehastheproblembeendiscovered?發(fā)現(xiàn)的地方方Partnumber?零件號Wordingoftheproblemmessage?發(fā)出問題消消息Etc.……等等The8DProcess8D程序Trigger觸發(fā)源Target目標Time時間PerformanceTarget目標Time時間PerformanceTarget目標Time時間PerformanceTarget目標Time時間PerformanceActual實際Actual實際Actual實際Actual實際Graduallyfromthebeginning逐漸的從一一開始就背背離Graduallyafterastableperiod逐漸的在一一個穩(wěn)定的的時期之后后才背離Allofasudden所有出乎意意料The8DProcess8D程序ThesingleStepsinDetail每一步驟詳詳解Improvementuntilfullsatisfactionisreached持續(xù)改進一一直到完全全滿意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ThesingleStepsinDetail每一步驟詳詳解D1:Installationofaproblemsolvingteam建立問題解解決小組D2:Problemdescription問題描述D3:Implementationandverificationofcontainmentactions實施和驗驗證遏制制措施D4:Determinationandanalysisofpossiblerootcauses決定和分分析可能能的根本本原因D5:Reviewofpossibleproceduresandplanningofcorrectivemeasures評審和策劃糾糾正措施施D6:Implementationandverificationoftheplannedcorrectiveactions實施和驗驗證糾正正措施D7:Initiationofactionstopreventrecurrence采取行動動防止再再發(fā)生D8:Finaltalks/lessonslearned最終交流流/經(jīng)驗教訓(xùn)訓(xùn)D1D2D3D4D5D6D7D8The8DProcess8D程序D1––InstallationofaTeam建立小組組Build-upofa?coreteam““withpersonswho建立包括括以下成成員的核核心小組組：Disposeoftherequiredprocessandproductknowledge(experts)了解過程程及產(chǎn)品品的專家家Bringintimeandcommitment有時間和和承諾Disposeofthecompetenciesaswellastheinternalauthorizationtosolvetheproblem,takedecisionsandtoinitiatemeasures有能力以及內(nèi)部部授權(quán)的人人，能夠解決決問題、、做決定定和實施施相應(yīng)措施Theteammustnotconsistmerelyofmembersfromthequalitydepartment小組不可以僅僅僅只由由質(zhì)量人人員組成The??causer“oftheproblemshouldbeapartoftheteam小組需包包含問題題的“引發(fā)者者”Nominationofaninternal?champion“需任命一一個小組的負負責人Ifrequired,inviteexpertsasextendedteammembers如果需要要，可以以邀請外部的專專家作為小組組成員D1The8DProcess8D程序D1––CheckSheet檢查清單單Areallrelevantdocumentsavailable?是否有所所有的文文件Aretherightpersonsintheteam?(professionalandtechnicalexperience)團隊中人人員是否否合適（（專業(yè)和和技術(shù)經(jīng)經(jīng)驗）？？Arethemembersofthecoreteamtrainedaccordingly？核心團隊隊的人員員是否經(jīng)經(jīng)過相應(yīng)應(yīng)的培訓(xùn)訓(xùn)？Iseveryteammemberacquaintedwiththerespectivetask/responsibility?是否團隊隊的每個個成員都都熟悉自自己的任任務(wù)/責任？Shouldcustomers/suppliersparticipateatthemeeting?客戶和供供應(yīng)商應(yīng)應(yīng)該參加加會議嗎嗎？Areallparticipantsinformedastothevenueandthedateofthemeeting?會議的時時間和地地點，通通知了所所有參加加的人員員嗎？Haveallteammembersconfirmedtheirattendance?所有參會會人員是是否確認認到會？？Areboththedocumentationandthereportingensured?文件和報報告是否否準備好好？Hastheproblembeensufficientlydefined?問題是否否被充分分定義？？D1The8DProcess8D程序D2––ProblemDescription問題描述述Verificationofthereportedinformation確認被通通報的信信息Identificationandquantificationoftheproblemsource問題的識識別和量量化(Where/when/howdidtheproblemoccur?)哪里/什么時候候/問題是怎怎么發(fā)生生的Determinehowmanypartsareconcerned:確定涉及及多少零零件Atthecustomerlevel在客戶方方的Incirculation/transport在流通/運輸過程程的Intheproduction/goodsissue在生產(chǎn)環(huán)環(huán)節(jié)的Analysisoftheproblem‘sconsequences(affectedparts,versions,vehicles,etc.)分析問題題的后果果（受到到影響的的零件，，版本，，車型等等等）D2The8DProcess8D程序D2––ProblemDescription問題描述述Describetheproblemaspreciseaspossible盡可能精確描述問題題Describetheproblemassimpleaspossible盡可能簡單描述問題題Ifthesituationisdifficulttodescribe:indicationthatthereismorethanjustoneproblemwhichneedstoberesolved如果情況況很難描描述：表表明有可可能不止止一個需需要解決決的問題題Addpicturesorsketches(e.g.technicaldrawings,photos,processflowcharts)附圖片或或者示意意圖（如技術(shù)圖圖紙，相相片，過過程流程程圖）Checkifyouaredealingwitharecurrentfailure檢查你是是否在處處理重復(fù)復(fù)發(fā)生的的失效Analyzetheteamstructureoncemore:Areallrequiredpersonsintheteam?再一次分分析團隊隊結(jié)構(gòu)：：是否所所有需要要的人都都在團隊隊中Reviewtheproblemdescriptionfromtheinternal/externalcustomerpointofview:Isthedescriptionfactual,clearandcomprehensible?從內(nèi)部/外部客戶戶的角度度審視描描述問題題：是否否是具體體的、清清楚的、、可理解解的D2The8DProcess8D程序D2––ProblemDescription問題描述述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––CheckSheet檢查清單單Havedefectiveproductsbeeninspected?否檢查過過了有缺缺陷的產(chǎn)產(chǎn)品（實實物）Isitexpedienttosub-dividetheproblem?是否細分分了問題題Areallrelevantnumbers/facts/dataavailable?是否有相相關(guān)的數(shù)數(shù)量/現(xiàn)象/數(shù)據(jù)Howseriousistheproblem?問題有多多嚴重Whichproducts/producttypesareaffected?什么產(chǎn)品品/什么類型型受到影影響Whichcustomersareaffected?哪些客戶戶受影響響了Howlargeistheaffectedrangeofparts零件影響響的范圍圍有多大大D2The8DProcess8D程序D2––ZF8DFormSheet采埃孚8D表格Excerpt?FormSheetF068-DReport“QR83,2011,p.52D2The8DProcess8D程序D3––ContainmentMeasures遏制措施施Protectionoftheinternal/externalcustomersfromtheproblem’’sconsequencesuntilpermanentcorrectivemeasuresareimplementedeffectively保護內(nèi)/外部客戶戶免受問題題的影響響，直到到永久措措施有效效的實施施Verificationoftheeffectivenessoftheimplementedmeasures;ifrequired,determinationandimplementationofadditionalmeasures驗證實施施措施的的有效性性；如果果需要，，決定和和實施額額外的措措施Implementationofnecessaryfieldmeasuresifthedefectivepartshavereachedtheendcustomer如果不良良品已經(jīng)經(jīng)到達最最終客戶戶端，可可以實施施必要的的現(xiàn)場作作業(yè)方法法Evaluationofpotentialrisks評估潛在在風(fēng)險D3The8DProcess8D程序D3––ContainmentMeasures遏制措施施Possiblemeasuresareforexampleblocking/testing/sortingofgoods,arrangementofreplacementdeliveries,initiationofreworkactivities,etc…可能的方方法例如如圍堵/測試/挑選，替替換品發(fā)發(fā)運的安安排，返返工的啟啟動，等等等。Donotforget不要忘記記Markingofthesorted““OK”parts標識已挑挑選出的的‘ok’的產(chǎn)品Verificationoftheeffectivenessofthecontainmentmeasures對遏制措施的的有效性進行驗驗證Evaluationofpossiblesideeffects評估可能的影影響Containmentactionsonlyfightthesymptoms;however,theydonotsolvetheproblem遏制措施只能能解“燃眉之之急”，但不不能解決根本本的問題Containmentactionsaretemporarymeasures遏制措施是臨臨時措施MarkingofinspectedgoodswiththeformsheetF11??Identificationofcertifiedmaterialaftercomplaint“根據(jù)表格F11對已經(jīng)檢驗的的產(chǎn)品進行標標識D3Excerpt?FormsheetF11:Identificationofcertifiedmaterialaftercomplaint“QR83,2011,p.55The8DProcess8D程序D3–ZFRequirements采埃孚要求Markingafterpreviouscomplaint投訴后標記D3?Subsequentdeliveriesfromwarehouseandworkinprogresswhichhavebeensubjectedto100%testingduetoapreviousfaultmustbemarkedwiththeformF11?Identificationofcertifiedmaterialaftercomplaint“untilithasbeenproventhatthefaulthasbeenremedied.EachindividualcontainermustbeclearlyidentifiedwithFormF11.ThetypeofmarkingontheindividualpartneedstobeagreedwiththeZFreceivingplant.“(QR83,2011,p.14)客戶投訴后，，供應(yīng)商倉庫庫庫存品和在在制品需經(jīng)過過100%的檢測才能發(fā)發(fā)貨至ZF，此類貨物應(yīng)應(yīng)當用表F11“投訴后認證證的識別”進進行標記，直直至錯誤被證證明已經(jīng)得到到糾正。每個包裝箱都都應(yīng)當用F11表標示。單個零件上的的標記方法應(yīng)應(yīng)取得ZF工廠的同意。。The8DProcess8D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)進行方法法分析，尤其針對評評估過程中未發(fā)現(xiàn)的缺缺陷的部件。。The8DProcess8D程序D3–ZFRegulationsZF規(guī)定?[…]immediateactionsaretobereportedtoZFwithinoneworkingdayatthelatestandinwriting.“如果ZF要求，供應(yīng)商商應(yīng)最遲在一一個工作日內(nèi)內(nèi)向ZF書面報告所采采取的臨時措措施。?OtheraffectedZFplantsaretobeinformedimmediatelybythesupplier.”供應(yīng)商應(yīng)立即即通知其它受受影響的ZF工廠。?ZFistobenotifiedabouttheeffectivenessofthecorrectiveactionstaken.“應(yīng)將已采取糾糾正措施的有有效性及時通通知給ZF公司。(QR83,2011,p.13f.)Excerpt?FormSheetF068-DReport“QR83,2011,p.52D3The8DProcess8D程序D3–OfficialDueDates正式的完成預(yù)預(yù)期Within1workingday*1個工作日內(nèi)：Writtenreactionstothecustomeronthefutureproceedings(maindata,D1andD2filledinascompletelyaspossible)以書面形式向向客戶報告未未來的相應(yīng)措措施（主要數(shù)數(shù)據(jù)，D1和D2，盡可能填寫寫上完整的信信息）Within2workingdays*2個工作日內(nèi)：：Thefirstresultsofthefailureanalysisandthecontainmentmeasureshavetobecommunicatedtothecustomersinwritinginordertoprotectthemfromfurtherdefects/failures(adjustedmaindata,D1,D2,D3)以書面的形式式向客戶傳達達關(guān)于失效的的首次分析結(jié)結(jié)果和采取的的遏制措施，，以免于客戶戶受到更多缺缺陷/失效的影響（（調(diào)整過的主主要的數(shù)據(jù)，，D1，D2，D3)Ifduedatescannotbeadheredto,thishastobecommunicatedimmediatelytothecustomertogetherwithanexplanation.Moreover,thefurtherproceedingsshouldbeagreeduponwiththerespectivesupplier.Inthesecases,areportwiththeinterimresultsandanactionplanincludingduedateshastobeforwardedaswell.如果完成預(yù)期沒有有得到實現(xiàn)，必須立即和和客戶進行溝溝通并做解釋釋。此外，應(yīng)應(yīng)就下一步的的方案與各自自的供應(yīng)商達達成一致。在在這種情況下下，必須同時時提交包含階階段性結(jié)果和和行動計劃在在內(nèi)的報告。。D3The8DProcess8D程序D3–CheckSheet檢查清單Havesuccessfulimmediateactionsbeenlaunched?是否已經(jīng)啟動動了立即的行行動？Howorinwhichwayhastheeffectivenessofthemeasuresbeenverified?方法的有效性性是如何或者者通過什么方方式進行驗證證的？Aretheemployeeswhoareresponsiblefortheconductionofthemeasuressufficientlyinstructed?負責實施的員員工是否接受受足夠的指導(dǎo)導(dǎo)？Isitensuredthatthemeasuresinitiateddonotleadtonewfailures?能否保證實施施方法不會導(dǎo)導(dǎo)致新的失效效？Isthecustomer-bymeansoftheimmediatemeasures-sufficientlyprotectedfromfurtherfailures?在各種臨時的的措施中，客客戶是否得到到充分的保護護以免遭受更更多的失效模模式Isitensuredthatnofurtherdefectiveproductsarebeingdelivered?是否確定沒有有更多的不良良品被發(fā)運？？Aredefectiveproductsidentifiedandsortedoutassoonaspossibleduringtheproductevolutionprocess?在產(chǎn)品評估過過程中，不良良品是否能被被理科識別和和挑出？D3The8DProcess8D程序WorkshopD1,D2,D3課堂練習(xí)D1,D2,D3D1:Installationofaproblemsolvingteam建立問題解解決小組D2:Problemdescription問題描述D3:Implementationandverificationofcontainmentactions實施和驗證證遏制措施施D4:Determinationandanalysisofpossiblerootcauses判定和分析析可能的根根本問題D5:Reviewofpossibleproceduresandplanningofcorrectivemeasures評審和策劃糾正正措施D6:Implementationandverificationoftheplannedcorrectiveactions實施和驗證證計劃的糾糾正措施D7:Initiationofactionstopreventrecurrence啟動行動預(yù)預(yù)防再復(fù)發(fā)發(fā)D8:Finaltalks/lessonslearned經(jīng)驗教訓(xùn)D1D2D3D4D5D6D7D8The8DProcess8D程序D4–DeterminationandRoot

CauseAnalysis確定和分析析根本原因因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Problemsandfailuresdonotjustoccuroutoftheblue––theygetcaused問題和失效效的發(fā)生不不是偶然的的-他們是有原原因的Searchforallpossiblecauseswhichmightexplaintheproblem找尋所有可可能的解釋釋問題的原原因Verifythroughanalysesifoneormorecausesmightbetherootcause(s)當一個或多多個原因可可能是問題題的根本原原因時，通通過分析進進行驗證Rootcauseanalysisthroughstandardqualitytoolsandothertools通過標準質(zhì)質(zhì)量工具和和其它工具具分析根本本原因Verificationoftherootcausethrough?switchingonandoff““thecause通過“施加和撤銷銷”的方式驗證根本原原因Resultshavetobebasedonfacts,notonassumptions結(jié)果要以事事實為依據(jù)據(jù)，不能假假設(shè)。Donotsettleforonecausetoofast.不要太快地歸歸因于某個個原因Stayconsistentandsearchthoroughlyforallcauses.保持一致和徹徹底搜索所所有原因D4The8DProcess8D程序D4–DeterminationandRoot

CauseAnalysis確定和分析析根本原因因Thegoalofthisstepistoidentifytherealrootcause這個步驟的的目標是識識別真正的的根本原因因。Inordertodoso,youshouldalwayscarryouttwoseparateanalyses為了識別根根本原因，，你應(yīng)該總總從兩個方方面進行分分析Whydidthefailureoccur?為什么會發(fā)發(fā)生失效？Whyhasthefailurenotbeendíscovered?為什么沒有有發(fā)現(xiàn)失效？D4The8DProcess8D程序D4–DeterminationandRoot

CauseAnalysis確定和分析析根本原因因CheckSheet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“以上工工具具已已經(jīng)經(jīng)在在““問問題題解解決決工工具具””中中詳詳細細講講解解。。The8DProcess8D程序序The7QualityTools7大質(zhì)質(zhì)量量工工具具D4The8DProcess8D程序序The7QualityTools––ZFExamples7大質(zhì)質(zhì)量量工工具具--ZF應(yīng)用用舉舉例例CheckSheet計分分表表E.g.:Checklistforrandomcontrols檢查查表表用用于于隨隨機機檢檢驗驗Histogram直方方圖圖E.g.:Statisticalevaluationslikecapabilitystudies統(tǒng)計計評評估估，，如如能能力力研研究究FlowChart流程程圖圖E.g.:Visualizationofsequencesinprocessdescriptions過程程次次序序目目視視化化描描述述CauseandEffectDiagram因果果圖圖E.g.:Componentofthecausedeterminationwithinthe8Dsystematic用于于8D中的的原原因因分分析析Nr.123AnzahlScatterDiagram散布布圖圖E.g.:UtilizationinthestandardsoftwareQS-Stat利用用標標準準軟軟件件QS-StatControlChart控制制圖圖E.g.:Utilizationinthemonitoringoftheproductionprocess用于于監(jiān)監(jiān)控控生產(chǎn)產(chǎn)過過程程ParetoDiagram排列列圖圖E.g.:VisualizationoftheFMEAresults.可視視化化的的FMEA的結(jié)結(jié)果果Exampleof7M7M舉例例The8DProcess8D程序序CauseandEffectDiagram因果果圖圖D4MenschMitwelt

(=Umwelt)

Problem問題MaschineMaterialMethodikMessbarkeitManagementIshikawaandtheM′sarefrequentlyusedtogether魚骨圖和7M經(jīng)常一起使用Machine機器器Milieu環(huán)境境Material原料料ManPower人力力Management管理理Method方法法Measurability可測測量量性性The8DProcess8D程序序5xWhy––Example5xWhy-舉例例D4Problem:Electronictoolstoppedworking!問題題：：電電動動工工具具停停止工工作作！！VisiblePhenomena表面面現(xiàn)象象WHY?Printedcircuitboardpartiallymolten印刷刷電電路路板板部部分分融融化化Printedcircuitboardoverheated印刷刷電電路路板板過過熱熱Non-adequateairsupply無足足夠夠的的空空氣氣供供應(yīng)應(yīng)Airfilternotreplaced空氣氣過過濾濾器器沒沒有有更更換換Nopreventivemaintenance沒有有預(yù)預(yù)防防性性維維修修WHY?WHY?WHY?WHY?RootCause根本本原原因因Aftertheidentificationoftherootcause:識別別根根本本原原因因后后：：Verificationoftheeffectivenessoftheimplementedimmediatemeasure(s)驗證證所所采采取取的的臨臨時時措措施施的的有有效效性性Analysisandverificationofthepotentialriskforthecustomer分析析和和驗驗證證客客戶戶的的潛潛在在風(fēng)風(fēng)險險D4The8DProcess8D程序D4–DeterminationandRootCauseAnalysis確定和分分析根本本原因The8DProcess8D程序D4––CheckSheet檢查表清清單Haveallsourcesofinformationbeenconsideredduringthedeterminationofthecauses?在確定原原因時，，所有信信息來源源都被考考慮了嗎嗎?Whyhastheproblemnotoccurredpreviously?為什么以以前沒有有發(fā)生這這個問題題。Istherearelationshipbetweentheproblemandcertainprocesses?問題和某某些過程程之間是是否有關(guān)關(guān)聯(lián)？Haverelevantprocessesbeencheckedforweakpoints?檢查了相相關(guān)過程程的薄弱弱環(huán)節(jié)嗎嗎?Areallprocessescapable?(SPC)所有過程程能力滿滿足要求求嗎？SPCWhichsystems,proceduresandinstructionshaveenabled/favoredtheproblem‘soccurrence?哪些系統(tǒng)統(tǒng)、程序序和指導(dǎo)導(dǎo)書會導(dǎo)導(dǎo)致這個個問題的的發(fā)生?AreprocessflowsandFMEAsuptodate?過程流程程圖和失失效模式式是否更更新？Throughwhichmeasureshavethecausesbeenconfirmed?通過什么么方法能能證實產(chǎn)產(chǎn)生的原原因？D4The8DProcess8D程序WorkshopD4課堂練習(xí)習(xí)D1D2D3D4D5D6D7D8D1:Installationofaproblemsolvingteam建立問題題小組D2:Problemdescription問題描述述D3:Implementationandverificationofcontainmentactions實施和驗驗證遏制制措施D4:Determinationandanalysisofpossiblerootcauses決定和分分析可能能的根本本原因分分析D5:Reviewofpossibleproceduresandplanningofcorrectivemeasures評審和策劃糾糾正措施施D6:Implementationandverificationoftheplannedcorrectiveactions實行和驗驗證策劃劃糾正措措施D7:Initiationofactionstopreventrecurrence采取行動動防止再再發(fā)生D8:Finaltalks/lessonslearned最終交流流/經(jīng)驗教訓(xùn)訓(xùn)D1D2D3D4D5D6D7D8The8DProcess8D程序D5––ReviewoftheProcedure評審糾正正措施Selectionofthebestpermanentmeasuretoeliminatetherootcause選擇最永永久的措措施以便便消除根根本原因因Check檢查Ifthesuccessofthemeasureissustainable該方法的的有效性性是否可可持續(xù)Iftheproblemisdefinitivelyresolvedforthecustomer客戶的問問題是否否得到徹徹底解決決Ifnonegativesideeffectsoccur是否沒有有負面的的影響Thesteps4and5areperformedaslongastheeffectivenessofthemeasuresforthesolvingoftheproblemandtherootcausehavebeenverified執(zhí)行步驟驟4和5,只要有效效的措施施解決這這個問題題，根本本原因就就已經(jīng)被被證實。。D5The8DProcess8D程序D5––ReviewoftheProcedure評審糾正正措施Evaluatetheeffectivenessoftheselectedcorrectivemeasures對已選糾糾正措施施的有效效性進行行評估Developanactionplanwithmeasures,duedatesandresponsiblepersons制定行動動計劃與與措施，，完成預(yù)預(yù)期和負負責人Onceagain.itisimportanttoperformthisstep??twice“重申，重重要的是是從兩方方面實施施D5Definitionofmeasuresagainsttheoccurrenceoffailures此失效為為什么發(fā)發(fā)生Definitionofmeasuresagainstthenon-discoveryoffailures為什么沒沒有發(fā)現(xiàn)現(xiàn)The8DProcess8D程序D5––MeasuresagainstRecurrence糾正措施施能防止止問題復(fù)復(fù)發(fā)Changetheprocessesorprocedureswhichareinadequate,wrongorunclear修改不充充分的、、錯誤的的、不清清楚的過過程或程程序Whi