8D培训-解决问题的8个原则

Tenneco Automotive 8-D/2000,1,Tenneco Automotive 8-D Training 8D培训天纳克,8 DISCIPLINES TO PROBLEM SOLVING 解决问题的8项纪律,8-D 2005,Tenneco Automotive 8-D/2000,3,This course was developed by a team of Tenneco Automotive employees who have worked on problem solving efforts for the past fifteen to twenty years. This course is a summary of the problem solving process that was formerly known as PEP (People Eliminating Problems) within the ride control business unit and QUIP (Quality Improvement Process) within the exhaust business unit. Ford Motor Company is acknowledged as the developer of the “8-D” process. ) 该课程由一个由天纳克员工组成的，在过去的15-20年内致力于解决各种问题的团队开发的，是对解决问题程序的总结。这一程序以前在减震系统业务中被称为PEP(消除问题团队), 在排气系统业务中被称为QUIP(质量改进程序)。福特公司被公认为是8-D程序的开发者。 Thanks to Kay Shreve (Monroe, MI), Michael Brown (Paragould, AR) and Eunice Spradlin (Cozad, NE) for their work on this project. 感谢 Kay Shreve (Monroe, MI), Michael Brown (Paragould, AR) 和 Eunice Spradlin (Cozad, NE) 对此项目所作的工作。,Tenneco Automotive 8-D/2000,4,D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,8 - Disciplines of Problem Solving 解决问题的8项纪律,Tenneco Automotive 8-D/2000,5,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,6,D-1 Form The Team建立团队,Size 规模 5 to 7 Core Members 5-7位核心成员 Support Needed 所需支持 What level of the organization 组织结构中的哪一层次 Change 改变 According to needs 根据需要 Roles 角色 Define roles/responsibilities 确定角色/责任 - WHERE 何处 Seen on Object 实物表示 Seen Geographically 地理表示 (Supplier/Customer/Etc) (供应商/客户/等),Tenneco Automotive 8-D/2000,7,D-1 Form The Team建立团队 CAUTIONS注意 ! ! !,Ensure cross-functional team members 确保有多个功能部门的团队成员 Include process owners (those who do the work) 要包括过程当事人 (实际作这项工作的人员) Include champion and leader as road-block removers 要包括团队负责人和团队组长作为路障排除人,Tenneco Automotive 8-D/2000,8,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,9,D-2 Describe the Issue 描述问题,Define the issue in terms of what is wrong with what 用“什么出现了什么问题”的方式来进行描述 WHAT 什么 Object was the issue seen on 出现问题的事物 What defect was seen 出现的问题 WHERE 何处 Seen on Object 在什么东西上 Seen Geographically 在哪些地区 (Supplier, Customer, Etc.) (哪些供应商,客户,等),Tenneco Automotive 8-D/2000,10,D-2 Describe the Issue描述问题,WHEN 何时 First seen 何时首次发现 When else seen 何时重复发现 When seen in the process 何时在工序/程序中发现 HOW BIG 多大 How many objects have the defect 有多少有缺陷的事物 How many defects per object 每件事物上有多少缺陷 What is the trend 趋势如何,Tenneco Automotive 8-D/2000,11,D-2 Describe the Issue描述问题,TOOLS TO USE 可用工具 Process flow diagram 工序流程图 Check sheets to collect data 用检查表来收集数据 Any data that is reporting the issue 反映问题的任何数据 Customer complaints 客户抱怨 Current SPC/Data collection sheets 现有的SPC/数据收集表 PFMEA 过程FMEA Scrap/rework reports 废品/返工报表,Tenneco Automotive 8-D/2000,12,D-2 Describe the Issue描述问题,Tenneco Automotive 8-D/2000,13,D-2 Describe the Issue描述问题,Tenneco Automotive 8-D/2000,14,D-2 Describe the Issue,Tenneco Automotive 8-D/2000,15,D-2 Describe the Issue,Tenneco Automotive 8-D/2000,16,D-2 Describe the Issue描述问题 CAUTIONS注意 ! ! !,State issue in quantifiable terms 用可量化的术语来描述问题 Use data to support problem statement 用数据来支持问题描述 Describe symptom / effect of the issue 描述问题的症状/影响 Avoid jumping to conclusion of cause 避免跳至总结原因,Tenneco Automotive 8-D/2000,17,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,18,D-3 Containment Actions 临时控制措施,Determine if Containment is Needed 确定是否需要临时控制措施 IF YES 如果是 Define action(s)确定措施 Assign responsibility明确责任 Implement实施 Document记录存档 Monitor监督 Establish exit criteria 确定完成标准,Tenneco Automotive 8-D/2000,19,D-3 Containment Actions 临时控制措施,IF NO 如果不是 Document reasons why containment action(s) are not required 记录不需要临时控制措施的原因,Tenneco Automotive 8-D/2000,20,D-3 Containment Action(s) 临时控制措施 CAUTIONS注意 ! ! !,Ensure customer protection 确保保护客户的利益 Determine and document criteria for begin / exit containment actions 确定并纪录控制措施开始/完成的标准 Communicate to key process owners 和主要过程当事人作好沟通,Tenneco Automotive 8-D/2000,21,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,22,D-4 Find and Verify Root Cause查找并确定根本原因,Brainstorm for Potential Causes 集思广益查找潜在原因 Free Wheeling 言所预言 Use Flip Charts用白板纸 Round Robin轮流发言 Sticky Notes便签纸,Tenneco Automotive 8-D/2000,23,D-4 Find and Verify Root Cause 查找并确定根本原因,Brainstorming rules 集思广益的规则 Avoid Criticism 避免批评 Welcome Exaggeration 欢迎夸张 Wilder / Better 越夸张/越好 Solicit Quantity 讲求数量 As Many As Possible越多越好 Encourage Building on Other Ideas 鼓励在别的想法上扩展 Stimulate Participation 刺激参与 One idear per person per turn 每人每次发言讲一条建议 Round robin 轮流依次发言 Record All Ideas 记录所有的建议 Discussion Comes Later 事后再进行讨论,Tenneco Automotive 8-D/2000,24,D-4 Find and Verify Root Cause 查找并确定根本原因,Consider 考虑 What was happening 发生了什么事 What was “normal” 正常应是怎样 What changed 什么发生了变化 What started 什么开始了 What stopped什么停止了 VERIFY 确定 Can the problem be turned “on” and “off” 问题是否可“停”，可“显”?,Tenneco Automotive 8-D/2000,25,D-4 Find and Verify Root Cause查找并确定根本原因,Tools To Use 可用工具 Five Whys 五个为什么 Fishbone / Cause & Effect 鱼骨法/因果法 Data Analysis数据分析 Scatter Diagram散布图 Design of Experiment Tools 试验工具设计,Tenneco Automotive 8-D/2000,26,D-4 Root Cause 根本原因 CAUTIONS 注意! ! !,Dont jump to conclusions 不要跳至结论 Do not stop the 8-D process because Containment Actions have reduced the pain 不要因为临时控制措施缓解了疼痛而停止8D程序 Dont react only to the symptoms - go to the cause 不要仅针对症状进行反应, 要针对原因,Tenneco Automotive 8-D/2000,27,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,28,D-5 Select Best Solution 选择最佳解决方案,EVALUATE based on 根据以下几点来进行评估 Effect on the problem 对问题的影响 Practicality 实用性 Cost 成本 Acceptance 可接受性 Time to implement / utilize 实施/运用的时间,Tenneco Automotive 8-D/2000,29,D-5 Select Best Solution 选择最佳解决方案,IMPLEMENTATION PLAN 实施计划 What is required 需要什么 Who is responsible for what 谁负责什么 Establish target dates 确定目标日期 Involve affected parties 相关部门参与 Obtain management support 取得管理层的支持 Document Changes 对变化进行记录 Anticipate unwanted effects 准备接受非预期的效果,Tenneco Automotive 8-D/2000,30,D-5 Select Best Solution 选择最佳解决方案,TOOLS TO USE 可用工具 Evaluation Grid 评估网格 Benchmarking Review 对照标准的检查 Poka Yoke Review 防错检查 Cost Benefit Analysis 成本收益分析,Tenneco Automotive 8-D/2000,31,D-5 Selecting Best Solution 选择最佳解决方案 CAUTIONS 注意! ! !,Ensure solution can efficiently be implemented 确保解决方案可以被有效实施 Obtain buy-in from key stake holders 取得主要工序负责人的赞同 Identify all costs / impact(s) of proposed solution 确定建议的方案的所有成本/影响,Tenneco Automotive 8-D/2000,32,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action 纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,33,D-6 Verification of Corrective Actions 纠正措施验证,ON-GOING CONTROLS 持续监控 Quantifiable & Measurable 可量化&可测量 Clearly meets objectives / goals 明显达到目的/目标,Tenneco Automotive 8-D/2000,34,D-6 Verification of Corrective Actions 纠正措施验证,REVIEW CONTAINMENT 检查临时控制措施 Can it be removed 是不是可以停止 Containment cannot be removed until verification data proves that the stated objective / goal has been met 在验证数据证实确定的目的/目标被实现以前不能停止临时控制措施,Tenneco Automotive 8-D/2000,35,D-6 Verification of Corrective Actions 纠正措施验证,VERIFICATION METHODS 验证方法 Increase frequency of testing of “X” test from 6 pcs per month to 3 pcs per day for next 3 months 在今后三个月内将进行X试验的测试频率从每月6次提高到每天3次. 100% sort for defect “X” for the next five shipments 对今后五批发货进行100% X 缺陷的检查,Tenneco Automotive 8-D/2000,36,D-6 Verification of Corrective Actions 纠正措施验证,VERIFICATION METHODS 验证方法 Collect data for specific defect for the next 3 weeks; calculate the CpK (CpK must be equal to or greater than 1.67) 在今后三周内收集特定缺陷的数据，计算CpK值 (CpK必须大于等于1.67) Test for characteristic “X”; zero defects allowed 测试特性X, 必须为零缺陷,Tenneco Automotive 8-D/2000,37,D-6 Verification of Corrective Actions 纠正措施验证,VERIFICATION METHODS 验证方法 Track overtime in area “Y” for the next 3 months; overtime should not exceed “A” hours per month 在今后三个月内跟踪Y区的加班情况。每月加班时间应不超过A小时。,Tenneco Automotive 8-D/2000,38,D-6 Verification of Corrective Actions 纠正措施验证 CAUTIONS注意 ! ! !,Ensure containment is not ended too soon 确保不要太早停止临时控制措施 Avoid short term impact 避免短期影响,Tenneco Automotive 8-D/2000,39,8 - Disciplines of Problem Solving 解决问题的8项纪律 D-1 Form the Team 建立团队 D-2 Describe the Issue描述问题 D-3 Containment Activities临时控制措施 D-4 Find and Verify Root Cause查找并确定根本原因 D-5 Select the Best Solution选择最佳解决方案 D-6 Verification of Corrective Action纠正措施验证 D-7 Prevent Recurrence预防问题重复发生 D-8 Congratulate the Team祝贺团队,Tenneco Automotive 8-D/2000,40,D-7 Prevent Recurrence 预防问题重复发生,Identify what allowed the problem to occur by searching: 检查以下几个方面，确定曾导致问题发生的因素 Systems 体系 Practices 习惯作法 Procedures 程序文件 Review other areas where this problem could occur 检查其他可能发生同样问题的区域,Tenneco Automotive 8-D/2000,41,D-7 Prevent Recurrence 预防问题重复发生,TOOLS TO USE 可用工具 Brainstorming 集思广益 Action Planning 行动规划 Process Flow Diagrams 工序流程图 pFMEAs 过程FMEA,Tenneco Automotive 8-D/2000,42,D-7 Prevent Recurrence 预防问题重复发生,Method to Prevent Recurrence 预防问题重复发生的方法 Identify the opportunity 查找问题发生的机会 Define the scope 确定范围 Analyze the current process 分析现有程序 Envision the future process 设想未来的程序 Pilot and verify the proposed change 试验并验证设想的变化,Tenneco Automotive 8-D/2000,43,D-7 Prevent Recurrence 预防问题重复发生,Method to Prevent Recurrence - contd 预防问题重复发生的方法(续) Implement the change 实施改变 Change all pertinent records 修改所有相关的纪录 Obtain customer approval prior to change if required 需要的话，在改变前要取得客户的认可 Continually Improve 持续改进,Tenneco Automotive 8-D/2000,44,D-7 Prevent Recurrence 预防问题重复发生 CAUTIONS 注意! ! !,Ensure quality system requirements (TS16949) are adhered to 确保符合质量体系(TS-16949)的要求 Ensure customer approval is obtained, as required