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1、 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA1 Supplier Quality Development Program(SQDP)8D Method8D 问题解决方法第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA2Table of ContentsI.Basic of 8D 8D基本知识II.Problem solving with 8D 用8D方法解决问题1.8D Flow Chart 8D流程图2.Comments on 8D 8个步骤的注释
2、3.1-2-5rules 1-2-5规则 1-2-10rules 1-2-10规则III.Quality tools for the root cause analysis 根源原因分析中常用的质量工具第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA3I.Basic of 8D 8D基本知识第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA48D问题解决方法问题解决方法I.Basic of 8D 8D8D基本知识基本知识What is 8D 什么是8
3、D“8D”is a method for solving problems with 8 steps(8 disciplines).8D方法是通过8个步骤处理问题的一种方法。Complaint 抱怨 Complaint”is understood here as a deviation(e.g.of products,processed,organizational procedures)that is reported by an internal or external customer.“抱怨”在这里理解为由内部或者外部客户反馈的某种特性的偏差（比如产品，过程，有组织的程序）。Team
4、leader 小组组长Who is responsible to lead a team to solve the complaint with 8D method.负责领导小组用8D方法解决抱怨的人。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA58D问题解决方法问题解决方法I.Basic of 8D 8D8D基本知识基本知识Sponsor(Champion，mentor)发起人The team leaders manager,or if necessary a representative from a highe
5、r hierarchical level,accompany the problem solving process as a sponsor.小组组长的经理或者必要时来自更高管理层的代表，在整个问题解决过程中作为发起人予以支持。Why 8D 8D的目的1.Rapid,lasting and systematic processing of internal and external complaints,locating and eliminating the root defect cause.快速、持续并且系统的处理内部以及外部的抱怨，定位并消除根源缺陷原因。2.Transfer of
6、lessons learned to similar processed and products.相似的零件以及过程能从中获取经验，避免类似抱怨发生。3.Continuous and complete documentation of the problem solving process.持续完整的对问题解决过程存档。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA6II.Problem solving with 8D用用8D8D方法解决问题方法解决问题8D Method8D 问题解决方法问题解决方法第一版 SING
7、APORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA78D问题解决方法问题解决方法1.8D Flow Chart 8D8D流程图流程图第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA88D问题解决方法问题解决方法1.8D Flow Chart 8D8D流程图流程图Comments/注释Process/步骤Output/输出Responsible/责任人Team leader小组组长Team leader小组组长Team leader小组组长-Solve complex
8、 problems with(but not only)the:用以下方法（但不 限于）解决复杂问题:-5x why questioning technique/5why法-Cause and effect diagram/因果图-Test setups/进行试验D4Root cause analysis分析根源原因-Root cause with proof 被证明的根源原因D5Define potential correctiveactions with proof ofeffectiveness确定可能的纠正措施，并验证其有效性-Potential corrective actions
9、with proof of effectiveness determined 被验证有效的潜在纠正 措施D6Implement corrective actions and track effectiveness施行纠正措施，并且追踪其有效性-Introduce the positively tested corrective actions from D5 从D5中选取试证明有效 的纠正措施第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA98D问题解决方法问题解决方法1.8D Flow Chart 8D8D流程图流程图
10、第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA108D问题解决方法问题解决方法D1 Create the problem solving team 建立小组建立小组Nominating a suitable team leader to solve the problem任命缺陷相关人员为问题解决小组组长1.The manager(refer to the initiator of the 8D method)nominates a suitable team leader to solve the problem.由
11、缺陷相关部门的经理任命问题解决小组组长。2.This team leader is responsible for systematic use of the method until the problem has been completely solved,per agreement with the customer(or another specified department,e.g.customer support engineer,technical sales,.).小组组长负责使用8D方法解决问题，直到和客户（或者同其他相关部门，比如客户支持工程师，技术销售等等）达成一致问
12、题解决为止。3.For cross-functional problems,the manager discusses nomination of the team leader with the managers of the departments involved.对于跨功能的问题，部门经理必须同其他相关部门的经理讨论小组组长的任命。4.The name,business address and telephone number of the team leader must be entered in the 8D report.小组组长的名字，工作地址以及电话等联系方式必须输入到8D
13、报告中。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA118D问题解决方法问题解决方法D1 Create the problem solving team 建立小组建立小组Form the 8D team 成立问题解决小组1.The team leader forms a team of associates that can actively solve the problem with their special knowledge and capabilities.小组组长根据需要在相关部门中选取人员成立小组。2
14、.Representatives from external customers or suppliers can also be team members.The team members needed can also vary during the course of solving the problem.外部客户或者供应商的代表也可以成为小组成员，小组成员的需求也可以在解决问题不同阶段有所改变。3.Identify the responsibility of the team members.定义小组各成员的任务。4.The team leader reports regularly
15、 to a higher level representative.小组组长定期向组长的任命者汇报工作进展情况。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA128D问题解决方法问题解决方法D2 Problem Description 问题描述问题描述Describe the problem clearly and understandably 详细准确的描述问题1.When the defect occurs?何时发生缺陷？2.Where the defect occurs?何地发生缺陷？3.What kind of
16、 defect it is?缺陷的形式？4.How the defect occurs?在何种情况下缺陷发生？5.What is the frequency of the defect,does it occurs continuously,frequently or sporadically?缺陷发生的频次，是持续的，还是间断的还是零星的？第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA138D问题解决方法问题解决方法D2 Problem Description 问题描述问题描述Identify the respons
17、ibility of the problem and its scope确定问题的责任以及影响范围1.Who cause the defect?(e.g.supplier,customer,transportation)缺陷是由哪方引起的？（比如供应商，客户，承运方等等）2.Which product?哪个产品？3.Which process?哪个工序？4.Does the defect exist in the familiar product or process?是否其他相似产品或过程会有同样问题？第一版 SINGAPORE CHINA UNITED STATES THAILAND MA
18、LAYSIA AUSTRALIA148D问题解决方法问题解决方法D3 Definition of containment actions 确定并施行遏制措施确定并施行遏制措施 Identify the containment actions 确定遏制措施1.Protect the customer from receiving defect parts 保护客户不再接收到缺陷产品Taking following actions into consider 通常采取以下措施-Sorting the parts in the own warehouse&product line在已方的仓库和生产线
19、进行分拣-Sorting the parts in the customer warehouse&product line在客户的仓库和生产线进行分拣-Adding the incoming inspection in the customer side在客户处增加进货检验-change the process pro tempore,arrange rework暂时更改过程，安排返工2.Identify all the potential recall product by the traceability.通过可追溯性确认所有潜在召回产品。3.Ensure the shop floor(e
20、ach shift)has been informed about the complaint.确认客户抱怨已经传达到生产第一线（每一班）。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA158D问题解决方法问题解决方法D3 Definition of containment actions 确定并施行遏制措施确定并施行遏制措施 Assure the effectiveness of the containment actions确认遏制措施的有效性1.Are all the related customer invol
21、ved?是否所有的相关客户都被包括?2.Are all the related defect products involved?是否所有的缺陷产品都被包括?3.Do the actions remain in place for a sufficient period of time for root cause analysis and tests of long-term corrective actions？遏制措施是否提供了足够的时间进行进一步的根源原因分析和改进？4.Is the production in the customer side assured？客户端的正常生产是否能
22、够保证？第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA168D问题解决方法问题解决方法D3 Definition of containment actions 确定并施行遏制措施确定并施行遏制措施 Implement the containment actions 施行遏制措施1.Inform the customer when the actions will work.告知客户从何时起遏制措施起效。2.Confirmation should be get from customer for the process
23、change or product change caused by the containment actions,and the product should be labeled.对于由于遏制措施造成的生产过程或者产品状态的改变事先得到客户的认可并做好标识。3.Confirm the action with the customer.同客户确认遏制措施，如有必要同客户共同协商制定遏制措施。4.Document the containment actions.对施行的遏制措施存档 。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AU
24、STRALIA178D问题解决方法问题解决方法D4 Root cause analysis 分析根源原因分析根源原因Identify the root cause of the defect 确定缺陷产生的根源原因1.Root cause could eliminate the defect permanently.根源原因能够永久的消除缺陷。2.Use the“5 times why question technique”and other tools,for example “Cause and effect diagram”to determine the root cause.使用各种
25、质量工具来分析原因，比如“5why法、因果图、进行试验等”。3.If a further action(i.e.raw material testing,process testing)is needed,a detail plan should be made and the rate of progress should be traced.如果需要进一步的措施（比如原材料试验，工艺试验等）制定出详细计划，并且跟踪其完成进度。4.Along with the technical causes of the fault,also identify the organizational wea
26、knesses which allowed the problem not to be detected at the appropriate time.除了技术上分析原因外，必要时也要从组织结构制度的角度分析存在哪些弱点使得问题没有及时被发现。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA188D问题解决方法问题解决方法D4 Root cause analysis 分析根源原因分析根源原因Verify the root cause 验证根源原因1.The defect could be reproduced by t
27、he determined root cause.通过确定的根源原因，缺陷能够被重复。2.The defect could be controlled by the determined root cause.通过确定的根源原因，缺陷受控。Identify the scope of the defect and evaluate the risk assessment for the complaint again according to the determined root cause通过确认的根源原因进一步确认影响范围，评估风险及损失。1.Calculate the quantity
28、and lot of the defect parts one more time,calculate how many parts need to be recalled.进一步确认缺陷零件的数量及批次，有多少已发货的零件需要召回。2.Risk assessment for the complaint is to be evaluated for internal,0-KM,Field,Concessions etc.针对内部损失，0km抱怨，最终用户抱怨以及让步接受等进行风险分析。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUS
29、TRALIA198D问题解决方法问题解决方法D5 Potential corrective actions and proof of effectiveness确定可能的纠正措施，并验证其有效性确定可能的纠正措施，并验证其有效性Define the potential corrective actions 找出可能的纠正措施1.Define the potential corrective actions according to the result from D2 to D5.根据从D2到D5的结果找出可能的有效纠正措施。2.The corrective actions can elimi
30、nate the defect permanently.纠正措施能够永久的消除缺陷。Verify the effectiveness of the corrective actions 验证纠正措施的有效性1.The effectiveness of the planned actions should been demonstrated quantitatively,i.e.in measurable terms,prior to their implementation.If 100%effectiveness is not achieved,i.e.the recurrence of t
31、he fault cannot be totally avoided,other or additional actions should be carried out.纠正措施的有效性在施行前必须定量的认证，如果无法100的避免缺陷再次发生，必须添加额外的措施。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA208D问题解决方法问题解决方法D5 Potential corrective actions and proof of effectiveness确定可能的纠正措施，并验证其有效性确定可能的纠正措施，并验证其有效
32、性Verify the effectiveness of the corrective actions 验证纠正措施的有效性1.Evaluate the possibility of negative side-effects from the actions,exclude the effect if it exist,at a reasonable level of practical testing should also be carried out,with documentation of the results.评估纠正措施是否有负面影响，如存在负面影响必须采取措施消除负面影响，
33、如有必要进行试验，并对试验及结果存档。2.Possible side-effects are also addressed from a theoretical perspective,e.g.in an FMEA,and appropriate preventive steps are taken.采取措施可能产生的单边影响也要在相关文件中记录，比如PFMEA。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA218D问题解决方法问题解决方法D6 Introduction of corrective actions an
34、d tracking of effectiveness 施行纠正措施，并跟踪其有效性施行纠正措施，并跟踪其有效性Implement the most efficient and reasonable actions from the D5从D5可能的纠正措施中选择最有效可行的实施1.The action should be the most efficient but without negative side-effects.选定的效果最好（最有效，无负面影响）的措施实施。Customer approval of the corrective actions defined and veri
35、fied in D5 must be obtained.客户对纠正措施的批准以及在D5中的验证必须已经获得。Advise the customer of the(manufacturing)date from which the corrective actions will be implemented and no further faults can be expected.通知客户具体开始施行纠正措施的时间，从何日起缺陷被消除。Remove the containment actions.取消D3采取的遏制措施。WEARNES goal is final corrective acti
36、ons to the customer need to be completed after 10 calendar days(refer to 1-2-10rules).The final corrective actions to the customer the actual date node must be in accordance with the requirements of customers.给顾客最终的纠正措施维用目标是须在10个日历日内完成（参考1210规则）。给顾客最终的纠正措施实际日期节点必须按顾客要求.第一版 SINGAPORE CHINA UNITED STA
37、TES THAILAND MALAYSIA AUSTRALIA228D问题解决方法问题解决方法.D6 Introduction of corrective actions and tracking of effectiveness 施行纠正措施，并跟踪其有效性施行纠正措施，并跟踪其有效性 final corrective actions to WEARNES must be completed after 5calendar days(refer to 1-2-5rules).Apply to WEARNES internal and suppliers.给维用最终的纠正措施必须在5个日历日内
38、完成（参考125规则）适用于维用内部和供应商Implement the most efficient and reasonable actions from the D5从D5可能的纠正措施中选择最有效可行的实施6.If immediate implementation is not feasible,draw up a detailed timetable.如果纠正措施不能立刻执行，小组要制定详细的措施施行时间表。Track the effectiveness of the corrective actions 跟踪纠正措施的有效性1.The effectiveness of the cor
39、rective actions should be traced and documented during the implementation period.纠正措施的有效性必须在施行过程中跟踪并且记录。2.The result of the corrective actions should be documented.纠正措施的结果必须存档。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA238D问题解决方法问题解决方法D7 Preventive actions to avoid recurrence of th
40、e defect 确定预防措施避免缺陷再次发生确定预防措施避免缺陷再次发生Verify the defect has been eliminated 确认缺陷已被消除1.Verify the implementation of the corrective actions without disturbance and interruption.确认纠正措施已经完全有效的被执行。Taking the preventive actions 采取预防措施1.Preventive actions should avoid the recurrence of the defect.预防措施要保证缺陷不
41、会再次发生。2.The preventive actions should be implemented efficiently.预防措施必须有效的被执行。3.Relevant documents should be updated.相关的文件比如必须更新存档。*Relevant documents include working instructions,PMEA,control plan,product specification and inspections instructions etc.相关文件包括相关工序的操作指导书，FMEA，控制计划，产品规范，检验规程等等。第一版 SING
42、APORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA248D问题解决方法问题解决方法D7 Preventive actions to avoid recurrence of the defect 确定预防措施避免缺陷再次发生确定预防措施避免缺陷再次发生Taking the preventive actions 采取预防措施4.Training should be conducted if necessary.Transfer to other processes should be checked.While considering les
43、sons learned,answer the following questions:如有必要小组要对相关人员进行培训，检查其他过程是否有同样的问题。总结经验时，尝试回答一下问题-How will the defect be prevented in the future?如何在将来有效的防止缺陷的发生？-Is it necessary to adopt the problem solution in other processes and products or at other sites?其他过程或产品是否会有相似的问题需要采取同样的措施？第一版 SINGAPORE CHINA UNI
44、TED STATES THAILAND MALAYSIA AUSTRALIA258D问题解决方法问题解决方法D8 Final meeting 总结会议总结会议Conducting a final meeting 小组进行总结会议1.The team leader and the sponsor are responsible for conducting a final meeting with all persons involved,to assess the problem solving process.小组组长及其任命人负责召集小组进行总结会议，评估问题解决过程。2.The team
45、 review the whole problem solving process from D1 to D7.小组回顾从D1到D7整个问题解决步骤。3.Improvement suggestions for future team projects are documented.对于将来的团队项目提出改进意见并记录在案。4.Complete the whole 8D process,sign the 8D report,record the completion date of the problem-solving process结束整个8D过程，签署8D报告，记录问题完成的时间。5.Do
46、cument the 8D report(occur time,defect type,customer,relevant department and process).对8D报告存档（发生时间，缺陷类型，抱怨客户，相关部门以及过程）。6.8D report should be submitted with signature and in PDF file or non-editable format.Editable format(e.g.excel or word)is not allowed.8D报告必须以PDF或其他不可编辑的形式再签署后提交，请勿以可编辑格式提交。第一版 SING
47、APORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA268D问题解决方法问题解决方法D8 Final meeting 总结会议总结会议the team leader and the sponsor must ensure that all of the following requirements have been met小组组长以及其任命人需要确认以下要求都已满足1.The root cause of the fault has been identified and verified.缺陷的根源原因已经找到并验证。2.The effe
48、ctiveness of the corrective actions has been demonstrated.改进措施的有效性已得到论证。3.The corrective actions have been implemented,their effectiveness has been proven,and immediate containment actions have been canceled.改进措施已经贯彻执行，有效性得到确认，遏制措施已经取消。4.Preventive actions against recurrence/repeated defects have be
49、en defined.预防缺陷再次发生的措施已经确认并实施。5.The 8D report has been accepted and signed by the customer.客户已经接受并签署8D报告。第一版 SINGAPORE CHINA UNITED STATES THAILAND MALAYSIA AUSTRALIA278D问题解决方法问题解决方法3.1-2-5rule 1-2-51-2-5规则规则 1-2-10rule 1-2-101-2-10规则规则Within one calendar day 一天一天内内After becoming known the error a w
50、ritten reaction to the customer must concerning the further procedure,in particular the introduction of immediate measures takes place(head data,D1,D2 filled out,so far possible).接到客户抱怨一天之内必须给出书面的反应措施，关注于进一步的程序，特别是导入立即施行的措施（填写8D报告里的页眉，D1，D2步骤以及可以填写的部分）。Within two calendar days 两天两天之内之内After becoming