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    8D Problem Solving

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    Manu Ela
    The document describes the 8D problem solving methodology used to address customer corrective actions. The 8D approach involves 8 steps: 1) forming a team, 2) describing the problem, 3) containment, 4) root cause verification, 5) corrective action, 6) verification of corrective action, 7) preventative action, and 8) congratulating the team. Following the 8D process helps strengthen customer relationships, improve sales, open communication, and prevent future defects. Each step of the 8D report is then described in more detail.

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    8D Problem Solving

    Uploaded by

    Manu Ela
    134 views9 pages
    The document describes the 8D problem solving methodology used to address customer corrective actions. The 8D approach involves 8 steps: 1) forming a team, 2) describing the problem, 3) containment, 4) root cause verification, 5) corrective action, 6) verification of corrective action, 7) preventative action, and 8) congratulating the team. Following the 8D process helps strengthen customer relationships, improve sales, open communication, and prevent future defects. Each step of the 8D report is then described in more detail.

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    The document describes the 8D problem solving methodology used to address customer corrective actions. The 8D approach involves 8 steps: 1) forming a team, 2) describing the problem, 3) containment, 4) root cause verification, 5) corrective action, 6) verification of corrective action, 7) preventative action, and 8) congratulating the team. Following the 8D process helps strengthen customer relationships, improve sales, open communication, and prevent future defects. Each step of the 8D report is then described in more detail.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    134 views9 pages

    8D Problem Solving

    Uploaded by

    Manu Ela
    The document describes the 8D problem solving methodology used to address customer corrective actions. The 8D approach involves 8 steps: 1) forming a team, 2) describing the problem, 3) containment, 4) root cause verification, 5) corrective action, 6) verification of corrective action, 7) preventative action, and 8) congratulating the team. Following the 8D process helps strengthen customer relationships, improve sales, open communication, and prevent future defects. Each step of the 8D report is then described in more detail.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 9

    8D Problem Solving

    1
    When a customer issues you a corrective action you should follow the 8D problem solving
    methodology system. 8D stands for 8 Disciplines. The 8D approach is a complete approach
    to solving problems. Most customers require an 8D problem solving report for their
    corrective action request. The easiest approach to creating an 8D report is using 8D
    software.

    Customer Expectations

    After notification of a problem, your customer expects you to take the appropriate steps in a
    timely manner to resolve that problem. The quicker you address the issue, the more
    satisfied your customer. A thorough 8D problem solving corrective action has these
    additional benefits:

    1. It can strengthen the bond between your company and your customer.
    2. It can improve sales with your customer.
    3. It opens a new line of communication between your company and your customer.
    4. It prevents defects from escaping at your location.
    5. It corrects defects which saves you money.
    6. It helps guide you in future improvement efforts.

    For these reasons you should follow the 8D problem solving technique. 

    8D Problem Solving Methodology Steps

    Your 8D report documents the below steps.

    2
    1. Team approach
    2. Describe the Problem
    3. Containment Action
    4. Root Cause Verification
    5. Implement Corrective Action
    6. Verify Corrective Action
    7. Prevent Recurrence
    8. Congratulate the Team

    3
    4
    Team Approach

    When resolving a problem, usually the problem is not resolved by one person. Select a
    champion who guides the team through the 8D approach. Include process experts for the
    team. Select a collection of individuals who are responsible for the problem.

    Give the team the authority and responsibility for making the improvements. Click here for
    more on the team approach.

    Describe the Problem

    Your 8D report should include two descriptions of the problem. The first is the description
    from the customer's point of view. Find this information on the customer's corrective action
    request.

    The second description is your statement of the actual issue. Many times the customer
    sees one thing but in actuality it is another problem. You define the problem in your terms.
    For example; a customer may say the part is not polished. Your findings show the part is
    polished but there are finger smudges on the part.

    Your statement is the D2 of the 8D process.

    Containment Action

    Your company takes action to prevent the customer from receiving additional parts with the
    defect. Your team reviews these areas:

    5
     The customer’s parts in your stock
     The customer’s parts between the identified root cause area and your stock
     The customer’s parts at the identified root cause area
     The customer’s parts in shipping or during shipping
     The customer part’s in stock at the customer location

    During the 8D Problem Solving methodology process your team decides upon the
    appropriate containment actions which depends on the nature of the problem. Document
    these actions in the 8D problem solving report. Your customer reviews this information and
    needs to feel comfortable that you contained all suspect parts.

    See here for more details on containment

    Root Cause Verification

    Root cause verification may be the most difficult step of the 8D problem solving system. To
    help the team attack this, review the 4Ms. 4M stands for machine, material, man and
    method.

    Was the problem caused by a machine? Machine setup? Machine tooling? Machine
    settings? Machine wear?

    Was the problem caused by a person (man)? Training Issue? Sleep depreciation?
    Carelessness?

    6
    Was the problem caused by raw material? Supplier Issue? Poor traceability? Wrong
    material?

    Was the problem caused by method? Process problem? Inaccurate procedure? Missing
    info in the procedure? No procedure? Wrong revision?

    If necessary, use a fishbone diagram which focuses on the 4M.

    After brainstorming the root cause, the team verifies the root cause. The team recreates the
    problem by witnessing the root cause in action. Accurate identification of the root cause is
    the most important step of the 8D problem solving process because it assures you put your
    efforts, resources and money in the right place. Problems will reoccur with poor root cause
    determination.

    The team could encounter many root causes. Document all causes on the 8D report. Your
    customer will review this. Make your statements clear and understandable for your
    customer.

    Implement the Corrective Action

    After you identified the root cause, your team takes the appropriate corrective action to fix
    it. It is almost impossible to list all possible corrective actions as these depend on your
    situation.

    In general, corrective action normally takes the most time and cost of the 8D problem
    solving methodology steps. Complete the corrective actions in a reasonable amount of time

    7
    to satisfy your customer. Do not delay spending money to fix the problem. The money
    spent keeps your customer from walking away.

    Your 8D report documents the corrective action steps, responsibilities and completed due
    dates. Make the actions clear, responsive, and relevant for your customer review.

    Verify the Corrective Action

    Your team verifies the corrective action by measuring or monitoring the results after
    implementing the corrective actions. Verify the customer’s problem cannot be recreated.
    Verification includes reviewing documentation that supports the process changes from the
    corrective action. Complete the verification activity by someone who did not implement the
    corrective action.

    Let your customer know when the verification occurred. This helps the customer reset the
    clock for the problem.

    In addition, verify the containment action and preventive action activities.

    Document these verification actions on your 8D problem solving report. Include the
    responsible name and date on the report.

    Preventive Actions

    Pursue these steps to prevent the issue from reoccurring in the future. Possible preventive
    actions includes

    8
     Examine this issue across other production lines and implement corrective action as
    necessary
     Schedule periodic training for the corrective action
     Schedule periodic audits for the problem and corrective action activities
     Include additional reviews or data collection for the problem.
     Update FMEA and quality plans

    Document these preventive items on the 8D report.

    Congratulate the Team

    It takes significant effort to resolve a problem. Upper management and the team leader
    need to congratulate the team. This encourages team involvement on future problems.
    Normally, you don't document the congratulated actions or share these with your customer.

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