D培训-解决问题的8个原则ppt课件

1、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 u

2、nit 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年内努力于处理各种问题的团队开发的，是对处理问题程序的总结。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(质量改良程序)。福特公司被公以为是8-D程序的开发者。Thanks to Kay Shreve

3、 (Monroe, MI), Michael Brown (Paragould, AR) and Eunice Spradlin (Cozad, NE) for their work on this project. 赞赏 Kay Shreve (Monroe, MI), Michael Brown (Paragould, AR) 和 Eunice Spradlin (Cozad, NE) 对此工程所作的任务。NoImageD-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containment Activities暂时控制

4、措施暂时控制措施D-4 Find and Verify Root Cause查找并确定根本缘由查找并确定根本缘由D-5 Select the Best Solution选择最正确处理方案选择最正确处理方案D-6 Verification of Corrective Action纠正措施验证纠正措施验证D-7 Prevent Recurrence预防问题反复发生预防问题反复发生D-8 Congratulate the Team祝贺团队祝贺团队8 - Disciplines of Problem Solving 处理问题的处理问题的8项纪律项纪律8 - Disciplines of Problem

5、 Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containment Activities暂时控制措施暂时控制措施D-4 Find and Verify Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action纠正纠正措施验证措施验证D-7 Prevent Recurrence预防问题反复发预防问题反复发生生

6、D-8 Congratulate the Team祝贺团队祝贺团队D-1 Form The Team建立团队建立团队Size 规模规模5 to 7 Core Members 5-7位中心成员位中心成员Support Needed 所需支持所需支持What level of the organization 组织构造中的哪一层次组织构造中的哪一层次Change 改动改动According to needs 根根据需求据需求Roles 角色角色Define roles/responsibilities 确定确定角色角色/责任责任- WHERE 何处何处Seen on Object 实物表示实物表示

7、Seen Geographically 地理地理表示表示(Supplier/Customer/Etc) (供供应商应商/客户客户/等等)D-1 Form The Team建立团队建立团队 CAUTIONS留意留意 ! ! ! 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 (实践作这项任务的人员)Include champion and leader as road-block removers 要包括团队担任人和团队组长作为路障

8、排除人8 - Disciplines of Problem Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containment Activities暂时控制措施暂时控制措施D-4 Find and Verify Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action纠正纠正措施验证措施验证D-7 Preve

9、nt Recurrence预防问题反复发预防问题反复发生生D-8 Congratulate the Team祝贺团队祝贺团队D-2 Describe the Issue 描画问题描画问题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展描画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 在哪些地域(Supplier, C

10、ustomer, Etc.) (哪些供应商,客户,等)D-2 Describe the Issue描画问题描画问题 WHEN 何时何时 First seen 何时初次发现何时初次发现 When else seen 何时反复发现何时反复发现 When seen in the process 何何时在工序时在工序/程序中发现程序中发现 HOW BIG 多大多大 How many objects have the defect 有多少有缺陷的事物有多少有缺陷的事物 How many defects per object 每件事物上有多少缺陷每件事物上有多少缺陷 What is the trend 趋

11、势如何趋势如何D-2 Describe the Issue描画问题描画问题TOOLS TO USE 可用工具可用工具Process flow diagram 工序流程工序流程图图Check sheets to collect data 用用检查表来搜集数据检查表来搜集数据Any data that is reporting the issue 反映问题的任何数据反映问题的任何数据Customer complaints 客户客户埋怨埋怨Current SPC/Data collection sheets 现有现有的的SPC/数据搜集表数据搜集表PFMEA 过程过程FMEAScrap/rework

12、 reports 废废品品/返工报表返工报表D-2 Describe the Issue描画问题描画问题Incorrect 不不正正确确 Correct正正确确 It doesnt work 不不好好用用 Scrap is too high 废废品品率率太太高高 It is noisy 噪噪音音太太大大 Part is out of specification 零零件件不不合合格格 Audit was not successful 审审核核未未通通过过 D-2 Describe the Issue描画问题描画问题Incorrect 不正确不正确 Correct 正确正确 It doesnt w

13、ork 不好用不好用 Welder 123 does not hold consistent dwell time varies from 9 sec to 16 sec every 3 hrs. This was first seen 3/1/00 and has been reported each day since on all shifts. 焊机 123 停顿时间不一致，每三个小时会从 3 秒变到 16 秒。首次发生在 00 年 3 月1 日，以后每天每班都会发生。 Scrap is too high 废品率太高废品率太高 Scrap for burn through (code

14、12) is currently at 38% in dept. 12. Goal is 3%. This has been seen for the past 3 months. 目前第 12 部门的焊透(代码 12)废品率为 38%。目标为 3%。发生时间为过去三个月。 D-2 Describe the IssueD-2 Describe the IssueIncorrect 不正确不正确 Correct 正确正确 Audit was not successful 审核未通过审核未通过 LRQA audit of 3/15/00 identified non-compliance (LRQ

15、A # 00/03/01) for failure to complete management review compliant to procedure P-01 dated 6/3/98, revision C, section 5.4.2. 00 年 3 月 15 日 LRQA 审核确定不符合项(LRQA#00/03/01)。没有按程序文件 P-01(日期 6/3/98，修订C) 5.4.2 部分完成管理评审。 D-2 Describe the Issue描画问题描画问题 CAUTIONS留意留意 ! ! ! State issue in quantifiable terms 用可量化

16、的术语来描画问题 Use data to support problem statement 用数据来支持问题描画 Describe symptom / effect of the issue 描画问题的病症/影响 Avoid jumping to conclusion of cause 防止跳至总结缘由8 - Disciplines of Problem Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containment Activities暂时控制措施暂时控制措施D-

17、4 Find and Verify Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action纠正纠正措施验证措施验证D-7 Prevent Recurrence预防问题反复发预防问题反复发生生D-8 Congratulate the Team祝贺团队祝贺团队D-3 Containment Actions 暂时控制措施暂时控制措施Determine if Containment is Needed 确定能否需求暂时控制措施IF YE

18、S 假设是Define action(s)确定措施Assign responsibility明确责任Implement实施Document记录存档Monitor监视Establish exit criteria 确定完成规范D-3 Containment Actions 暂时控制措施暂时控制措施 IF NO 假设不是假设不是 Document reasons why containment action(s) are not required 记录不需求暂时控制措施记录不需求暂时控制措施的缘由的缘由D-3 Containment Action(s) 暂时控制措施暂时控制措施 CAUTIONS留

19、意留意 ! ! ! Ensure customer protection 确保维护客户的利益 Determine and document criteria for begin / exit containment actions 确定并纪录控制措施开场/完成的规范 Communicate to key process owners 和主要过程当事人作好沟通8 - Disciplines of Problem Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containme

20、nt Activities暂时控制措施暂时控制措施D-4 Find and Verify Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action纠正纠正措施验证措施验证D-7 Prevent Recurrence预防问题反复发预防问题反复发生生D-8 Congratulate the Team祝贺团队祝贺团队D-4 Find and Verify Root Cause查找并确定根本缘由查找并确定根本缘由 Brainstorm f

21、or Potential Causes 集思广益查找潜在缘由 Free Wheeling 言所预言 Use Flip Charts用白板纸 Round Robin轮番发言 Sticky Notes便签纸D-4 Find and Verify Root Cause 查找并确定根本缘由查找并确定根本缘由Brainstorming rules 集思广益的规那么Avoid Criticism 防止批判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 B

22、uilding 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 轮番依次发言Record All Ideas 记录一切的建议Discussion Comes Later 事后再进展讨论 D-4 Find and Verify Root Cause 查找并确定根本缘由查找并确定根本缘由 Consider 思索思索 What was happening 发生了什么事发生了什么事 What was “normal 正常应是怎样正常应是怎样

23、 What changed 什么发生了变化什么发生了变化 What started 什么开场了什么开场了 What stopped什么停顿了什么停顿了 VERIFY 确定确定 Can the problem be turned “on and “off 问题能否问题能否可可“停，可停，可“显显?D-4 Find and Verify Root Cause查找并确定根本缘由查找并确定根本缘由 Tools To Use 可用工具可用工具 Five Whys 五个为什么五个为什么 Fishbone / Cause & Effect 鱼骨法鱼骨法/因果法因果法 Data Analysis数据分

24、析数据分析 Scatter Diagram分布图分布图 Design of Experiment Tools 实验工具设计实验工具设计D-4 Root Cause 根本缘由根本缘由 CAUTIONS 留意留意! ! ! Dont jump to conclusions 不要跳至结论 Do not stop the 8-D process because Containment Actions have reduced the pain 不要由于暂时控制措施缓解了疼痛而停顿8D程序 Dont react only to the symptoms - go to the cause 不要仅针对病症

25、进展反响, 要针对缘由8 - Disciplines of Problem Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containment Activities暂时控制措施暂时控制措施D-4 Find and Verify Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action纠正纠正措施验证措施验证D

26、-7 Prevent Recurrence预防问题反复发预防问题反复发生生D-8 Congratulate the Team祝贺团队祝贺团队D-5 Select Best Solution 选择最正确处理方案选择最正确处理方案 EVALUATE based on 根据以下几点来进展评根据以下几点来进展评价价 Effect on the problem 对问题的影响对问题的影响 Practicality 适用性适用性 Cost 本钱本钱 Acceptance 可接受性可接受性 Time to implement / utilize 实施实施/运用的时间运用的时间D-5 Select Best S

27、olution 选择最正确处理方案选择最正确处理方案IMPLEMENTATION PLAN 实实施方案施方案What is required 需求什么需求什么Who is responsible for what 谁担任什么谁担任什么Establish target dates 确定目的日期确定目的日期Involve affected parties 相关部门参与相关部门参与Obtain management support 获得管理层的支持获得管理层的支持Document Changes 对变化进展记录对变化进展记录Anticipate unwanted effects 预备接受非预期的效果

28、预备接受非预期的效果D-5 Select Best Solution 选择最正确处理方案选择最正确处理方案 TOOLS TO USE 可用可用工具工具 Evaluation Grid 评价网评价网格格 Benchmarking Review 对照规范的检查对照规范的检查 Poka Yoke Review 防错防错检查检查 Cost Benefit Analysis 本钱收益分析本钱收益分析D-5 Selecting Best Solution 选择最正确处理方案选择最正确处理方案CAUTIONS 留意留意! ! ! Ensure solution can efficiently be impl

29、emented 确保处理方案可以被有效实施Obtain buy-in from key stake holders 获得主要工序担任人的赞同Identify all costs / impact(s) of proposed solution 确定建议的方案的一切本钱/影响8 - Disciplines of Problem Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Issue描画问题描画问题D-3 Containment Activities暂时控制措施暂时控制措施D-4 Find and Verif

30、y Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action 纠纠正措施验证正措施验证D-7 Prevent Recurrence预防问题反复发预防问题反复发生生D-8 Congratulate the Team祝贺团队祝贺团队D-6 Verification of Corrective Actions 纠正措施验证纠正措施验证 ON-GOING CONTROLS 继续监控继续监控 Quantifiable & Measu

31、rable 可量化可量化&可丈量可丈量 Clearly meets objectives / goals 明显到达目的明显到达目的/目的目的D-6 Verification of Corrective Actions 纠正措施验证纠正措施验证REVIEW CONTAINMENT 检检查暂时控制措施查暂时控制措施Can it be removed 是是不是可以停顿不是可以停顿Containment cannot be removed until verification data proves that the stated objective / goal has been met 在

32、验证数据证明确定的目的在验证数据证明确定的目的/目目的被实现以前不能停顿暂时控制的被实现以前不能停顿暂时控制措施措施D-6 Verification of Corrective Actions 纠正措施验证纠正措施验证VERIFICATION METHODS 验验证方法证方法Increase frequency of testing of “X test from 6 pcs per month to 3 pcs per day for next 3 months 在今在今后三个月内将进展后三个月内将进展X实验的测试实验的测试频率从每月频率从每月6次提高到每天次提高到每天3次次.100% so

33、rt for defect “X for the next five shipments 对对今后五零售货进展今后五零售货进展100% X 缺陷缺陷的检查的检查D-6 Verification of Corrective Actions 纠正措施验证纠正措施验证VERIFICATION METHODS 验验证方法证方法Collect data for specific defect for the next 3 weeks; calculate the CpK (CpK must be equal to or greater than 1.67) 在今在今后三周内搜集特定缺陷的数据，后三周内搜

34、集特定缺陷的数据，计算计算CpK值值 (CpK必需大于等于必需大于等于1.67)Test for characteristic “X; zero defects allowed 测试测试特性特性X, 必需为零缺陷必需为零缺陷D-6 Verification of Corrective Actions 纠正措施验证纠正措施验证VERIFICATION METHODS 验验证方法证方法Track overtime in area “Y for the next 3 months; overtime should not exceed “A hours per month 在在今后三个月内跟踪今后三

35、个月内跟踪Y区的加班情区的加班情况。每月加班时间应不超越况。每月加班时间应不超越A小小时。时。D-6 Verification of Corrective Actions 纠正措施验证纠正措施验证CAUTIONS留意留意 ! ! ! Ensure containment is not ended too soon 确保不要太早停顿暂时控制措施 Avoid short term impact 防止短期影响8 - Disciplines of Problem Solving处理问题的处理问题的8项纪律项纪律D-1 Form the Team 建立团队建立团队D-2 Describe the Iss

36、ue描画问题描画问题D-3 Containment Activities暂时控制措施暂时控制措施D-4 Find and Verify Root Cause查找并确查找并确定根本缘由定根本缘由D-5 Select the Best Solution选择最正确选择最正确处理方案处理方案D-6 Verification of Corrective Action纠正纠正措施验证措施验证D-7 Prevent Recurrence预防问题反复发预防问题反复发生生D-8 Congratulate the Team祝贺团队祝贺团队D-7 Prevent Recurrence 预防问题反复发生预防问题反复发

37、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要素Systems 体系Practices 习惯作法Procedures 程序文件Review other areas where this problem could occur 检查其他能够发生同样问题的区域D-7 Prevent Recurrence 预防问题反复发生预防问题反复发生 TOOLS TO USE 可用工具可用工具 Brainstorming 集思广集思广益益 Action Planning 行动规行动规划划 Process

38、 Flow Diagrams 工序流程图工序流程图 pFMEAs 过程过程FMEAD-7 Prevent Recurrence 预防问题反复发生预防问题反复发生 Method to Prevent Recurrence 预防问题反复发生的方法预防问题反复发生的方法 Identify the opportunity 查找问题发生的时机查找问题发生的时机 Define the scope 确定范围确定范围 Analyze the current process 分析现有程序分析现有程序 Envision the future process 想象未来的程序想象未来的程序 Pilot and ver

39、ify the proposed change 实验并验证想象的变化实验并验证想象的变化D-7 Prevent Recurrence 预防问题反复发生预防问题反复发生Method to Prevent Recurrence - contd 预防问题反复发生的方法预防问题反复发生的方法(续续)Implement the change 实施改动实施改动Change all pertinent records 修正一修正一切相关的纪录切相关的纪录Obtain customer approval prior to change if required 需求的话，在需求的话，在改动前要获得客户的认可改动前要获得客户的认可Continually Improve 继续改良继续改良D-7 Prevent Recurrence预防问题反复发生预防问题反复发生CAUTIONS 留意留意! ! !