高效的品质问题处理流程

1、Quality Issue Solving Process 品质问题处理品质问题处理Cultural change for all of us改变我们文化从自己开始 2Problem问题问题What is happening?出什么问题了？出什么问题了？3When we face a problem.当我们面对出现的问题当我们面对出现的问题.Problem问题问题we usually try and fix it quickly 我们通常会我们通常会尝试尝试解决并解决并尽快处理尽快处理 4“CONTAINMENT ”“堵漏堵漏”Problem问题问题Containment堵漏堵漏Stop wa

2、ter from dripping on the floor防止水滴到地板上防止水滴到地板上5Stop it now : Containment action阻止问题：围堵行为阻止问题：围堵行为n Contain an issue means “stop the bleeding” immediately n 围堵行为就是立刻围堵行为就是立刻“阻止流血阻止流血”oan action is implemented as quickly as possibleo最快地最快地采取行动oto eliminate or limit the critical effects of the issueo消除

3、或限制消除或限制问题的不良影响Examples from our fields: o stock recall,o stock checking,o production stop,o sales blocking,o asking operators to be carefulo asking suppliers to be carefulo etcProblem问题问题Containment堵漏堵漏例子例子: o 产品召回,o 库存品核查,o 停止生产,o 限制销售,o 要求操作者注意o 要求供应商注意o 等等6n Did we really 我们真我们真 solve the proble

4、m? 解决了问题吗解决了问题吗? n Is asking people to be careful 要求人们注意要求人们注意really a solution?真解决问题了吗真解决问题了吗?BUT.但是但是.Problem问题问题Containment堵漏堵漏7Are you sure the same problem will not happen again?你能确保同样的问题你能确保同样的问题 不再出现吗不再出现吗?Problem问题问题Containment堵漏堵漏8Identify the root cause 查明根本原因查明根本原因 n Use the “5 whys” appr

5、oach until you find the root cause(s)n 采用采用“5个为什么个为什么”的方法来找出的方法来找出根本原因根本原因 “ Why is the floor wet?” “ 地面为什么湿了地面为什么湿了?” Because the pipe is leaking因为管子漏了因为管子漏了“ Why does the pipe leak?”“ 管子为什么会漏管子为什么会漏?”Because the gasket is damaged因为接头坏了因为接头坏了“ Why .?” “ 为什么为什么 .?”Problem问题问题Containment堵漏堵漏9“CORRECT

6、ION ”修正措施修正措施Change the damaged part更换损坏部件更换损坏部件This is WHY:DamagedGasket!Problem问题问题Containment堵漏堵漏Correction修正修正问题的问题的原因原因:损坏的接头垫片损坏的接头垫片10Fix it once and for all : Corrective action一劳永逸地解决问题一劳永逸地解决问题: 修正行动修正行动n Correct an issue means “to eradicate it” definitelyoEliminate it and make sure that it

7、 wont happen againExamples from our fields:o Mistake proofing, o Design change, o Supplier manufacturing process change, o etc.n 修正意味着修正意味着“彻底解决问题彻底解决问题”o彻底解决问题彻底解决问题并确保问题不再出现问题不再出现Problem问题问题Containment堵漏堵漏Correction修正修正例子例子:o 防错装置,(电脑显示器D型接头,USB接头)o 设计调整, o 供应商修正生产过程, o 等等.11Are you sure it will n

8、ot happen again elsewhere ? Problem问题问题Containment堵漏堵漏Correction修正修正你能确保类似问题不你能确保类似问题不会在会在其它地方其它地方出现吗出现吗? 12Change similarly affected part更换类似的易损部件更换类似的易损部件This one was installed at the same time and will also leak soon. I must change it too!“PREVENTION ”“预防措施预防措施 ”Problem问题问题Containment堵漏堵漏Correcti

9、on修正修正Prevention预防预防13Dont let it happen elsewhere: Prevention 避免同样问题在其它地方重复出现：预防措施避免同样问题在其它地方重复出现：预防措施 n Extending your solution to other similar areas n 将解决方案应用到其它类似地方将解决方案应用到其它类似地方 oThis will greatly reduce the risk to have the problem occur somewhere else.o极大降低其它地方出现相同问题的风险Examples from our fiel

10、ds: o Spread to other lines o Spread to other plants, o New technology enforced by suppliers, o etc.Problem问题问题Containment堵漏堵漏Correction修正修正Prevention预防预防例子：例子： o 扩展到其它生产线 o 扩展到其它工厂, o 对供应商推广新技术, o 等等。14Synthesis: Customer-centric attitude 总结：以客户为中心的态度总结：以客户为中心的态度nOnce you have a problem:一旦你遇到问题：一旦你遇到问题： Stop it immediately立刻处理立刻处理- its a containment action !- 围堵行动围堵行动 !Fix it onc