客诉回馈报告8D写作程序及重点DOC

PAGE328DisciplineProcessofProblem-Solving(8D的写作程序及重点)Purpose:Thedocumentdefinestheprocessofcorrectiveactionfordefectsof(1)Fieldfeedback(2)OQCinspectioninWintek.Wintekhastoopen8Dsheetforconcerningfailuresuchascriticalfailureorlotrejectorrepeatedfailure.Toinvestigatewhattherootcauseofdefectsareresultedbyandhowtoimprovetheminordertocontrolthequalityofout-going.主旨:此份文件定义了矫正措施单(8D)的程序及步骤,针对(1)客户反应的问题以及(2)OQC出货检验判退问题,尤其针对重大性,整批性或重复性的失效,Wintek必须提出一份完整又有效解问题的报告--8D.并调查问题发生的真正原因及改善措施进而维持本公司产品的出货质量.2.Reference:2.18-Disciplineform&8-Discilplineinstructions2.28DExample3.Responsibility:3.18DofExteriorFeedbackFromFieldorCustomers3.1-1Salesdepartment:CommunicationbetweenWintekandCustomerindefectfeedback.3.1-2Relevantdepartment:Relevantdepartments(suchasQA,3.1-3QE:ComeoutaEight-Disciplinesheet(8D)accordingtocorrectiveactionfromrelevantdepartmentaswhenField/Customerfeedbackproblem.Procedure:DISCIPLIINE1.USETEAMAPPROACH*Teamsize:4to10people.*Skilldiversityamongteammember.*Chooseachampion.+Includeallactivitiesthatcanhelpdefinetheproblemandcasualfactorsandimplementcorrectiveaction.(负责窗口由不同部门成员4~10位所组织的小组,选出一位负责人,并且能够定义问题及原因,执行矫正措施.)DISCIPLIINE2.DESCRIBEPROBLEM*Relateincustomerterms.*Achangeinconditionhasoccurred-relateittosomepriorordesirablecondition.*Thechangesmustbequantifiable.+Utilizeallindicatorstoidentifyandquantifytheproblemascompletelyaspossibleincustomertermsorsymptoms.Todescribethedataasclearlyaspossible.(尽可能的将问题的数量,数据,型号,鉴定,状况,差异,现象,依据客户的观点描述清楚)DISCIPLIINE3.DEFINEROOTCAUSE*Therealreasontheconditionchanges.*Ask"Why"untiltherealreasonisexposed.*Eachproblemmayhaveseveralrootcauses.+Askthequestion,"Why"asmanytimesasrequiredtodrivetodefinitionoftheunderlyingrootcauses.Remarktheconditionoftherootoccurredasstation,location,date,member,action..(问出真正造成问题的原因,也许有许多个,但要求直到找出潜在原因为止,并记录发生问题之状况如站别,location,日期,人员,动作..)DISCIPLIINE4.IMPLEMENTINTERIMCORRECTIVEACTIONS*Immediate*Keeptheproblemfromgettingtothecustomer.*Willitcauseotherdefects?*Keeptrackofexactdateofaction.+TakeimmediateactiontocontaintheproblemwithintheCompanyandinthefield.Recordthestatusandquantityforreworkproducts.(临时对策要能立即解决厂内及市场上的问题,避免问题再发生在客户身上,并持续追踪正确日期及效果,以及是否会衍生另外的问题,记录rework的数量及状况)DISCIPLIINE5.IMPLEMENTPERMANENTCORRECTIVEACTIONS*Eliminaterootcausesoftheproblem.*Removeculturalbarriers.*PermanentCorrectiveActionsmustbeconcrete.*Keeptrackofexactdateofactionimplementation,lotnumber.+Eliminaterootcausesoftheproblem.+ImplementONGOINGCONTROLactionsasapplicable.+Correctproductsalreadyproduced.(针对有效解决问题的永久对策要能排除真因的再现,追究正确导入日期,Lot等记录.完成质量控制动作.)DISCIPLIINE6.VERIFYEFFECTIVENESSOFACTIONS*Verifybothcontainmentandpermanentactions*Usedatatoconvinceteamofeffectiveness*Keeptrackofdatesandeffectivenesspercentagessothatthecustomerknowswhenandhowmuchoftheproblemwentaway.+Measureeffectivenessofactionsidentifiedinthestep4and5inquantifiableterms.RecordtheDPPMondateofhappenandcorrectioninOQAandPQC.(追踪并记录效果确认,提供OQA,PQC问题检出时以及对策导入后的DPPM,至少三天)DISCIPLIINE7.PREVENTRECURRENCE*ChangeCulture*Wishlist+Modifymanagementandoperatingsystemspractices,proceduresandprocessestopreventrecurrenceofsimilarproblem.(将防止问题重现的管理方式,作业标准,质量程序,依现况作更完整有效地调整)DISCIPLIINE8.CONGRATULATEYOURTEAM*Keepitshort*Besincere+Recognizethecooperationcontributionoftheteammember.Details5.1The8-D(8-Disciplineworksheet)formorsimilarformatshouldbeusedwhen:5.1.1 TheProduction/FieldmeetstheagreedDPPMgoalbutonefailuresymptomcontributesmorethan20%tothesupplierattributablefallout.Adefectoccurredthatshouldhavebeencontainedwithinthemanufacturingprocess.ThedefectisinducedbytheProduction'sprocess.ThefailingparameterwasnottestedbyProduction.5.2Containment/CorrectiveActionRequirementsDefinitions:Containment-shortterm,temporaryfix CorrectiveAction-longerterm,permanentfixWherecontainmentactionhasbeenrequested,thesuppliershouldperformariskassessmentoftheexposureintheirfinishedgoods.Thiswouldnormallybebasedonafunctional/visualscreenofastatisticallysignificantsample. 5.3 Goals1.Containmentplanavailablewithin2workingdaysofreceiptof8-D2.Containmentplanimplementedwithin5workingdaysofreceiptof8-D3.Correctiveactionplanavailablewithin5workingdaysofreceipt8-D4.QAagreedCorrectiveActioninplacewithin3monthsofreceiptof8-DThegoalssetherearegeneralguidelines;each8-Dsituationshouldbeassessedforitscriticalityandurgency.ExplanationofResponsibilityforteammembers:5.4.1 Initiatethe8-DCopythe8-Dtoallrelatedmanufacturingsites(asapplicable) 5.4.2Shallprovideresponsesin8-Dformat.Communicate8-DdetailsinternallynecessaryRespondwithContainment/CorrectiveActionPlansaspergoalsProvideweeklyupdatestoQAasperregularreportplanAchievegoalsontimescalesforimplementationofcontainmentandcorrectiveactionsCommunicatecorrectiveactionplantoallsuppliersitesforawareness5.5 Explanationforeachdiscipline:5.5.1 DISCIPLINE1:TEAMMEMBERSSELECTANDRECORDINTERNALANDEXTERNALTEAMMEMBERSSELECTATEAMCHAMPION(MANAGEMENTMEMBERWHOWILLREMOVEROADBLOCKSFORTHETEAM)SELECTATEAMLEADER(AMEMBERWHODIRECTSEFFORTSANDTAKESRESPONSIBILITYFORTEAM)5.5.2 USETERMSUNDERSTOODBYTHECUSTOMERDESCRIBETHECHANGEINCONDITIONORPRE-EXISTINGCONDITIONWHICHCAUSEDTHEPROBLEMEXPRESSTHECONDITIONINQUANTIFIABLETERMS5.5.3 DESCRIBEWHO,WHAT,WHENANDHOWYOUWILLCAPTUREANDCONTAINTHEDEFECTSNOW,ANDPREVENTTHEMFROMGETTINGTOTHEUSTOMERCONSIDERTHEEFFECTOFTHECONTAINMENTPLANON:COSTDELIVERYINDUCEMENTOFOTHERTYPESOFDEFECTS5.5.4 DISCIPLINE4:DEFINETHEROOTCAUSEDESCRIBEWHYTHECHANGEINCONDITIONOCCURRED,ORIDENTIFYTHE"HOLE"INTHESYSTEMWHICHALLOWEDTHEPRE-EXISTINGCONDITIONTOGOUNDETECTEDCATEGORIZETHEROOTCAUSES,e.g.MATERIAL,MACHINE,METHODS,MANPOWER,METHODS,ENVIRONMENT5.5.5 DISCIPLINE5:IMPLEMENTPERMANENTCORRECTIVEACTIONSDESCRIBEWHO,WHAT,WHENANDHOWYOUWILLIMPLEMENTCHANGESINMATERIAL,MANPOWER,METHODS,ETC.TOTOTALLYELIMINATETHEROOTCAUSEOFTHEPROBLEMCONSIDERPERMANENTC/APLANIMPACTUPON:-INDUCINGOTHERTYPESOFDEFECTSELIMINATIONOFCONT