The Lean Enterprise 22 8D approach(8D方法).ppt

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1、1,Improvement Initiatives presents TEAM-ORIENTED PROBLEM SOLVINGA SYSTEMATIC PROBLEM SOLVING PROCESS 8-D,2,Problems take longer to solve than to prevent.If theres no time to do it right the first time,you will have to find the time to do it overand over.and over.USE THE 8-D PROBLEM SOLVING DISCIPLIN

2、E ONLY WHEN THE CAUSE IS UNKNOWNIf you dont know why a problem happened,all your corrective actions are guesses,not fixes.85%of problem are system oriented.Only 15%are local causes.Knowledge of the entire system is essential.,3,Problem solving problems:,Problem is described incorrectly or inadequate

3、lySome of the 8-D steps are skipped or sluffed offPoor team make up or poor participationLack of team technical expertise and skillsIncorrect or incomplete root cause was identifiedPreconceived notions clouded the problem solving process,4,The Chosen,Many problem solving methods exist:Ford typically

4、 uses a method called 8DGM typically uses a method called 5PChrysler typically uses a method called 7DMany companies use a 4SWe have chosen to use the 8D process as it incorporates the other methods,5,.,Document a procedure for problem solving,6,The 8D process consists of 8 specific problem solving

5、disciplines.D1.USE TEAM APPROACH D2.DESCRIBE THE PROBLEM D3.IMPLEMENT AND VERIFY INTERIM(CONTAINMENT)ACTIONS D4.DEFINE AND VERIFY ROOT CAUSES D5.VERIFY CORRECTIVE ACTIONS D6.IMPLEMENT PERMANENT CORRECTIVE ACTIONS D7.PREVENT RECURRENCE D8.CONGRATULATE YOUR TEAM,The initial event is that you BECOME AW

6、ARE OF A PROBLEMYou can ignore it-and it will bite you again even harderOr you can begin the process to eliminate its cause,7,D1.USE TEAM APPROACH Establish a small group of people with the:process/product knowledge,allocated time,authority,and skill in the required technical disciplines to solve th

7、e problem and implement corrective actions.The group must have an actively interested designated champion.D2.DESCRIBE THE PROBLEMSpecify the internal/external customer problem by identifying in quantifiable terms the who,what,when,where,why,how,how many(5W2H)for the problem.D3.IMPLEMENT AND VERIFY I

8、NTERIM(CONTAINMENT)ACTIONSDefine and implement containment actions to isolate the effect of problem from any internal/external customer until corrective action is implemented.Verify the effectiveness of the containment action.D4.DEFINE AND VERIFY ROOT CAUSESIdentify all potential causes which could

9、explain why the problem occurred.Isolate and verify the root cause by testing each potential cause against the problem description and test data.Identify alternative corrective actions to eliminate root cause.D5.VERIFY CORRECTIVE ACTIONSThrough pre-production test programs quantitatively confirm tha

10、t the selected corrective actions will resolve the problem for the customer,and will not cause undesirable side effects.Define contingency actions,if necessary,based on risk assessment.D6.IMPLEMENT PERMANENT CORRECTIVE ACTIONS Define and implement the best permanent corrective actions.Choose on-goin

11、g controls to ensure the root cause is eliminated.Once in production,monitor the long-term effects and implement contingency actions,if necessary.D7.PREVENT RECURRENCEModify the management systems,operating systems,practices,and procedures to prevent recurrence of this and all similar problems.D8.CO

12、NGRATULATE YOUR TEAMRecognize the collective efforts of the team.,8,DISCIPLINE#1-(D1),Team members must be:Willing to contributeCapable of intelligently diagnosing problemsTrainable-willing to learn:New improvement methodsFrom each otherNew problem solving methodsTeam playersTrusting team membersWil

13、ling to do their part,bringing their expertise and skills to bear on the problemBasic team principles Focus on the situation issue or behavior,not other persons Maintain the self-confidence and self-esteem of others Maintain constructive relationships with your team members and support personnel Tak

14、e initiative to make things better Lead by exampleGood team members will Encourage and be spontaneous Accept and give consideration off the wall ideas and out of the box thinking and suggestions-Overcome preconceived notions-Never reject a possibility just because we looked at that last year De-emph

15、asize rank Not engage in brown nosing or power pushing,9,DISCIPLINE#2-(D2),Define the problem specifically and clearly Determine the extent of the problem Narrow the focus of the problem solving Summarize ALL the known FACTSIn defining the problem:Truth is separated from fictionOpinion is separated

16、from factEmotion is separated from reality,Frequently the wrong problem is solved and the issue that caused the customer complaint is not addressed.It is imperative the customer complaint be clearly understood.The only method to ensure this is to have direct customer contact.It is not unusual for a

17、complaint to be misrepresented by someone who is reporting it rather than experiencing it.Reporting systems and tally sheets are often used that mis-classify problems in prearranged but incorrect standard categories.Part of the 5W2H problem definition is to state the customer complaint clearly and a

18、ccurately.,10,5W2HHELPS CHARACTERIZE THE PROBLEM FOR FURTHER ANALYSIS.WHO.Identify individuals associated with the problem.Characterize customers who are complaining.Who is having difficulty?WHAT.Describe the problem adequately.Does the severity of the problem vary?Are operational definitions clear(

19、e.g.,defects)?Is the measurement system repeatable and accurate?WHERE.If a defect occurs on a part,where is the defect located?What is the geographic distribution of customer complaints?Where the difficulties being detected?WHEN.Identify the time the problem started and its prevalence in earlier tim

20、e periods.Do all production shifts experience the same frequencies of the problem?What time of the year does the problem occur?WHY.Any known explanation contributing to the problem should be stated.HOW.In what mode of operation did the problem occur?What procedures were used?HOW MANY.What is the ext

21、ent of the problem?Is the process in statistical control?(e.g.,P chart),11,In addition to the 5W2H analysis,it is often useful to identify:What the problem IS-and-What the problem IS NOTA PROBLEM SOLVING WORKSHEET THAT COMBINES 5W2H AND IS/IS NOT ANALYSIS CAN BE A GOOD TOOL TO ENSURE ALL ASPECTS OF

22、DEFINING THE PROBLEM HAVE BEEN CONSIDERED,12,WHO,WHAT,WHEN,WHERE,WHY,HOW,HOW MANY:1.What is the magnitude of the problem?2.Has the problem been increasing,decreasing,or remaining constant?3.Is the process stable?4.What indicators are available to quantify the problem?5.Can you determine the severity

23、 of the problem?Can you determine the various costs of the problem?Can you express the cost in percentages,dollars,pieces,etc.?6.Do we have the physical evidence on the problem in hand?7.Have all sources of problem indicators been used?8.Have failed parts been analyzed in detail?9.Is there an action

24、 plan to collect additional information?,CUSTOMER TERMS/SYMPTOMS:1.Who is the customer?2.What customer first observed the defect?3.To whom was it reported?4.What is the problem definition in customer terms?5.What is the problem definition in our terms?6.Have we verified the problem with on-site visi

25、ts with the customer?Have we seen it for ourselves?,5W2H Questions,13,DISCIPLINE#3-(D3),Isolate the customer from reoccurrences of the problem Immediate gathering,quarantine,and lock-up of all suspect product Stop production from known problem sources/contributors Examine DATA-FACTUAL EVIDENCE to he

26、lp determine what to contain and who to stop Verify by experimentation and data tracking and collection that the problem has been contained,CONTAINMENT ACTIONS ARE NOT AND NEVER SHOULD BE CONSIDERED PERMANENT SOLUTIONS TO A PROBLEM.,14,D3-IMPLEMENT INTERIM(CONTAINMENT)ACTIONSOBJECTIVE:Define and imp

27、lement containment actions to isolate the effect of the problem from any internal or external customer until corrective action is implemented.Verify the effectiveness of the containment actions.State all containment actions and when they will be implemented.Perform tests to evaluate the effectivenes

28、s.State the results.State the procedures for on-going evaluation of the effectiveness(e.g.,control charts,check sheets,etc.).Coordinate an action plan for implementing interim actions.The search for root cause should proceed concurrently with the implementation of containment actions.ASSESSING QUEST

29、IONS:You are prepared for a review when you can answer these questions:VERIFICATION1.Have all alternative actions been evaluated?2.Are responsibilities for correct actions clear?3.Is the required support available?4.When will the actions be completed?5.Does the containment action protect the custome

30、r from the effects of the problem?CONTAINMENT ACTIONS1.What containment actions have been identified?2.Have you ensured that implementation of the interim solution will not create other problems?3.Will all interim actions last until long-range actions can be implemented?4.Have you coordinated the ac

31、tion plan with the customer?CONFIRMATION ACTIONS1.Have tests been done to evaluate the effectiveness of the interim actions?2.Can you conduct controlled experiments to predict the outcome of the actions?3.Can you try out the actions on a small scale to test if they will be effective?4.Is data being

32、collected to ensure actions will remain effective?,15,COLLECT AND ANALYZE DATA Collect data to determine importance of potential causes.Several potential causes may need to be analyzed through data.Six steps in investigating a potential cause1)How could the potential cause have resulted in the probl

33、em?2)What type of data should be collected to prove it?3)Prepare the materials to conduct the study4)Collect the data5)Analyze statistically6)State conclusions,16,COLLECT AND ANALYZE DATA TO DETERMINE IF A POTENTIAL CAUSE IS A ROOT CAUSEAfter cause-and-effect diagrams have been completed,data needs

34、to be collected to determine which potential causes are important.Pareto diagrams and check sheets are very effective in establishing the importance of the potential causes.It is a mistaken belief that data oriented problem solving can be accomplished by collecting relevant data on a problem,analyzi

35、ng the results,and deciding the correct solution.Once data is collected and analyzed,new questions often arise,so another data collection and analysis iteration is necessary.Many problems can have more than one root cause.Data collected investigating one potential cause may not address other importa

36、nt potential causes.Several potential causes may need to be studied using the data collection and analysis process.Once a potential cause has been selected for investigation,the following steps are required:State how the potential cause could have resulted in the described problem.Establish what typ

37、e of data can most easily prove or disprove the potential cause.Develop a plan on how the study will be conducted.Identify the actions on an action plan.Organize and prepare the required materials to conduct the study.Collect the required data.Use appropriate statistical tools emphasizing graphical

38、illustrations of the data.Outline conclusions from the study.Does the data establish the potential cause as being the reason for the problem or does the data point to another potential cause that needs to be investigated also?Data collection may be as simple as check sheets or as sophisticated as de

39、sign of experiments.By using graphical tools,quick comprehension by all participants as well as accurately communicated information will result.,17,DISCIPLINE#4-(D4)DEFINE AND VERIFY ROOT CAUSES,Once you have satisfied yourself you have identified the root cause(s),retest and verify all data pointin

40、g to the suspected root cause(s)-Make the problem come and go!,The important thing here is to be sure you have Identified and tested ALL potential causes,18,D4-DEFINE AND VERIFY ROOT CAUSESOBJECTIVE:Identify all potential causes which could explain why this problem occurred.Isolate and verify the ro

41、ot cause by testing each potential cause against the problem description and test data.Identify alternative corrective actions to eliminate root causes.Identify Potential Causes Define the effects for a Cause-&-Effect diagram clearly.Prepare a 5M,Process,or Stratification Cause-&-Effect diagram for

42、each effect.You may choose to use a combination.Team members should each assume their activity causes the problem.Each should ask themselves How could what I do possibly generate the problem?.Prepare a Time Line Analysis if the problem was not always present.Identify what changed,when?Perform a Comp

43、arative Analysis to determine if the same or a similar problem existed in related products or processes.Identify past solutions and root causes which may be appropriate for the current problem.Check the Lessons Learned data and similar product DFMEA/PFMEAs Identify several potential causes.Develop a

44、 plan for investigating each cause,and update the Action Plan.Evaluate a potential cause against the problem description.,19,Problem Solving Tools-Root cause identification and verificationFlow ChartingCause and Effect DiagramsScatter DiagramsHistogramsCheck SheetsPareto ChartsRun ChartsControl Char

45、tsBrainstorming,Problem Solving Techniques Use brainstorming and Cause and Effect diagrams to narrow potential root causes Compare selected potential root causes to the IS/IS NOT data Investigate several root causes at the same time Conduct experiments to verify your selected root cause(s)Do a DOE-T

46、aguchi Study if necessary Ask for additional help if necessary,D4-DEFINE AND VERIFY ROOT CAUSESAnalyze Potential Causes Use the iterative process to analyze each potential cause:Hypothesis Generation:How does the potential cause result in the problem?Design:What type of data can most easily prove or

47、 disprove the hypothesis?Preparation:Obtain materials and prepare a check sheet.Data Collection:Collect the data.Analysis:Use simple,graphical methods to display data.Interpretation:Is the hypothesis true?Investigate several potential causes independently.Use an Action Plan to manage the analysis pr

48、ocess for each potential cause being studied.,20,21,CAUSE AND EFECT DIAGRAMS,ONCE A CLEAR AND SPECIFIC PROBLEM IDENTIFICATION HAS BEEN MADE,A CAUSE AND EFFECT ANALYSIS SHOULD BE COMPLETED.Cause and Effect Diagrams are graphic representations of potential problem causes.They are sometimes called:FISH

49、BONE DIAGRAMS,ISHIKAWA DIAGRAMS or CAUSE AND EFFECT DIAGRAMSThere are various types of cause and effect diagrams including:PROCESS FLOW,5M(sometimes called 5M and E),STRATIFICATIONThe type C&E diagram utilized should be the one(or more)that provides the best detailed breakdown of potential causes.As

50、k yourself:What variability could result in the stated problem?”Add each identified potential source of variation to the C&E diagramWithout variability,either there are No problems(all good)or Everythings a problem(all bad)With variability,there are probably Some good and some bad.Continue to ask th