8d+report(英文版本8D流程及报告解析).ppt

8-D Problem Solving ProcessObjectives1. Provides participants with hand-on experience using a systematic process for resolving complex cause unknownsituations2. The problem solving process is composed of 8 systematic steps with decision analysis and problem definition techniques are featured. It emphasizes on utilization of cross function teams and provides appropriate composition of those teams3. The business impact the achievement of six sigma quality and ultimately total customer satisfaction by utilizing a problem solving process to find root causes and achieve permanent solutions8-D Problem Solving Process8-D Problem Solving ProcessCourse Outline1. Apply 8 step systematic process in identifying, correction andresolving complex problem2. Choose the appropriate analytical and systematic team throughthe 8 steps3. Practice using the 8 steps reporting system including preparationof a concern analysis report4. Working as a team8-D Problem Solving Process Overview Step 1 : Team Formation Step 2 : Describe the Issue Step 3 : Containment Plan Step 4 : Root Cause Analysis Step 5 : Corrective Action Plan Step 6 : Preventive Action Step 7 : Verification Step 8 : CongratulationsTABLE OF CONTENTS8-D Problem Solving ProcessOverviewStructured Team Problem Solving Objective -To use efficient, data-based approach for problem solving coordinate the resources; meetings - experts from the floor responsible for carrying out assignments - receptive to the consensus decision making process - keeps open mind on possibilities8-D Problem Solving ProcessStep 1 - Teamwork Building COMMITMENT COMMUNICATION LEADERSHIP MEETING EFFECTIVESS RECOGNITION & FEEBACK CONFLICT RESOLUTION CONSENSUAL DECISION MAKING8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the Problem ObjectiveTo determine the extent of the problem & its effects in quantifiable terms resulting in a narrower focus for containment and cause-finding effortsSupporting Concepts and Methods Process flowcharts is/is not analysis check sheets pareto diagrams control charts“A problem well defined is a problem half- solved”8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the ProblemProcedure1. Customer Complaint 2. 5W,2H3. Subdivide 4. Deviations Statement- include benchmark - prioritize- decide on team to address - one deviation per statement5. Data Collection Define 6. Operational- flow diagram - wording- collect - four dimensions- stratify- summarize7. Comparative Analysis 8. Revise Problem- is/is not - STATEMENT- table of known facts8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the ProblemProcedure1. CUSTOMER COMPLAINT describe the symptoms experienced by the customer (user) in their terms make sure the customer complaint is clearlyunderstood - from the customers viewpoint search for comparative situations8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the ProblemProcedure8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the Problem2. 5W , 2HWho? Identify the customers who are complainingWhat? What is the problem in operational definitionsWhere? Identify defect locationsWhen? Identify the time when the problem startedWhy? State any known explanations of the problemHow? Identify the situations or mode of operation problem occurredHow many? Quantify the extent & severity of the problemProcedure8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the Problem3. SUBDIVIDE ASK SOME SEPARATION QUESTIONS- what is really troubling us? - will one action correct our problem? - how many things are we discussing? Etc? PRIORITIZE - probable customer impact - probable negative growth - impact on people, productivity, resources DECIDE ON TEAM- if subdivided problem are very diverse, be appropriate to form additional teamsProcedure8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the Problem4. Develop Deviation Statement the expression of the difference between what should have happened (what was expected to happen) & what actualhappened includes the benchmark for good performance to providea basis of comparison contains reference to one deviation only. Write as many deviation statements as are neededProcedure8-D Problem Solving Process -STEP 2 Describe The IssueStep 2 - Define the Problem5. DATA COLLECTION Flow Chart - process flow chart that details all alternative process paths Collect the data - anticipate the type of knowledge to be gained - decide what data will be collected - decide who will collect the data - decide when, where & how data will be collected - decide who will analysis the data - collect the data as so