8D报告培训资料_2

15/30/2002Rev.Orig8DTrainingVishayCustomerCorrectiveActionRequest(CAR)GuidelinesVishay《客户纠正措施要求CAR》应用指南25/30/2002Rev.Orig8DTrainingWhatisaCAR/8D?何谓CAR/8D?ACAR/8DReportisamethodtodocument,communicate,trackanddriveresolutionsforqualityissues.CAR/8D是针对品质问题而进行文件化、沟通、追踪及解决问题的方法。An8DreportisFordMotorCompany’sformatforproblemsolving.Itisthepreferredmethodusedthroughoutourindustry.CAR/8D报告是福特公司解决问题的格式。它是我们所有行业首选的解决问题的方法。35/30/2002Rev.Orig8DTraining•ImmediateContainment.采取迅速的围堵措施（短期对策）•ClearidentificationofRootCause.真正识别问题产生的根本原因（真因）•RobustCorrectiveActions.充分的纠正措施•VerifiedCorrectiveActions.验证纠正措施•Systemfixes.系统化（即纠正措施标准化或文件化）•100%On-timeresponse.100%准时反应（即及时解决问题，准时回复客户）•Eliminatetheproblemsthefirsttime.做到第一次就消除问题所在•Preventionoffutureproblems.实现潜在问题的预防CUSTOMER8DEXPECTATION客户应用8D的期望45/30/2002Rev.Orig8DTrainingCAR/8DReportProblems完成CAR/8D报告存在的问题•Notidentifyingthetrueprocesses,escape,andsystemrootcauses.没有识别出过程、流出（逃脱）及系统的根本原因（真因）•Notimplementingsystemcorrectiveactions.没有实施系统性纠正措施•Notproperlycontainingentirepipelineofproduct.没有针对产品的所有流程采取正确的围堵措施•Unclearorambiguouswording.对问题采取的不明确或模棱两可的描述•Notmeetingcustomerexpectationsregardingcontentandcycletime.不符合客户关于内容及回复时间的要求55/30/2002Rev.Orig8DTrainingCAR/8DRequirementsCAR/8D的要求•Allcorrectiveactionrequestsmustbecompletedusingan8Dreport(unlessadifferentmethodisrequiredbyCustomer).所有的《纠正措施要求》必须采用8D报告形式（除非客户要求采用不同的方法•MustuseCorporateformat.必须采用Vishay公司的格式•Mustuse8Dchecklistasaguidelineincompletingthe8D’s.在完成报告的过程中必须采用8D检查表进行检查65/30/2002Rev.Orig8DTraining8DisciplinestoProblemSolving解决问题的8个准则•D1EstablishaTeam组建问题解决小组•D2DescribetheProblem描述问题•D3Containtheproblem采取围堵措施（即短期对策）•D4Identifytherootcauses识别/确认根本原因（真因）•D5CorrectiveActions确认纠正措施•D6ImplementCorrectiveActions实施纠正措施（即长期对策）•D7PreventRecurrence防止再发•D8CongratulatetheTeam小组庆祝75/30/2002Rev.Orig8DTrainingD1EstablishTeamD1组建问题解决小组•EstablishCrossFunctionalTeam.建立跨功能小组•IdentifyaChampion.确定小组长•Membersshouldbefromallaffectedareas,notjustquality!i.e.Sales,Logistics,Marketing,Engineering,LineOperators,ProductionMgmt.,etc…小组成员应来自于所有被涉及区域，并非只是质量部！如销售、物流、市场、工程、生产线操作工、生产管理等等······•TheTeamshouldaskthemselvesdotheyhavethecorrectskillmixtosolvetheproblem?小组应询问自己是否具有解决问题所必需的能力?85/30/2002Rev.Orig8DTrainingD2DescribetheProblemD2描述问题•ClearlyIdentifyandDefinetheProblem.明确识别和定义问题•InmanycasesProblemsareambiguousorimprecise.在许多案例中，问题是模棱两可或不明确的•ClarityensuresthateveryoneistryingtosolvethesameProblem.明确问题可确保任何人将尽力去解决问题95/30/2002Rev.Orig8DTrainingD2DescribetheProblemElementsD2描述问题要素•WhatistheProblem?Describethefailuremode.问题是什么?描述失效模式•Wherewasitdetected?问题是在哪里被发现?•Whenwasitdetected?问题是什么时候被发现?•Whatlots/datecodesareaffected?被影响的批次/日期码是那些?•Howmanypiecesareaffected?被影响的数量是多少?•IstheCustomerinformationincluded?是否包含客户信息?105/30/2002Rev.Orig8DTrainingD2DescribetheProblemExamplesD2描述问题案例•PoorProblemDescription差劲的问题描述–“Customerreceivedwrongpart.”–客户接收到错误零件•GoodProblemDescription完美的问题描述–“CustomerreceivedincorrectvalueCRCW-0603resistorson4/1/02.CustomerP.O.441960(VishayP.O.X765644-30)specifiedCRCW-0603,8.2KohmandreceivedCRCW-0603,82Kohmparts.”–客户在4/1/02接收到阻值错误的CRCW-63电阻。客户订单号码441960（Vishay订单号码X765644-30）指定的CRCW-63电阻的阻值为8.2欧姆，而收到的CRCW-63电阻的阻值为82欧姆。115/30/2002Rev.Orig8DTrainingD3ContainmentD3围堵措施（短期对策）•Containmentissimilartoquarantine.Quarantinedoesnotcureadisease,butitkeepsitfromspreading.围堵相似于病人隔离。隔离虽不能医好疾病，但可以防止疾病的传播•FindandsegregatenonconformingproductstopreventshipmenttoCustomer.查找和隔离不良品，防止发往客户•Shutdownprocesses/equipmentthatisproducingbadproduct.停止正在制造不良的加工或装配•Makesurecontainmentactionsareeffective.确保围堵措施是有效的125/30/2002Rev.Orig8DTrainingD3ContainmentElementsD3围堵措施要素•Hasaneffectivecontainmentmethodbeenidentifiedanddocumented?是否有有效的围堵方法已经被确定和文件化?•Havedates(ordatecodes)fortemporarycontainmentactionsbeenidentified?是否已经确定了临时围堵措施实施的日期（日期码）?•Haveactionsbeenverifiedwithbeforeandafterdata?是否已经验证了围堵措施实施前后的效果?•Hastheentirepipelinebeencontained(production,warehouse,distributors)?是否对产品的所有流程采取了围堵措施（如生产线、仓库及发货员）?•Hasdetailedinstructionsoncontainmentbeenissuedtopeopleresponsibleforcontainment?是否给负责实施围堵措施的人员发放了详细的围堵作业指导书?135/30/2002Rev.Orig8DTrainingD3ContainmentExampleD3围堵措施案例•PoorContainment差劲的围堵措施–“Operatorwasalertedofthefailure.”–让操作工提防/注意此不良•GoodContainment完美的围堵措施–“Productionandwarehousematerialwasinspectedon4/1/02byJ.Smith(qualityassurancepersonnel)andtherewere0lotsoutof320containingmixeddevices.”–J.Smith（质量保证人员）于4/1/02检查了生产线及仓库材料145/30/2002Rev.Orig8DTrainingD4RootCauseD4根本原因（真因）•Rootcauseisthedisease(startingpoint)thatsetsinmotionthecauseandeffectchainthatcreatestheproblemorproblems.根本原因是产生问题或问题群的原因和影响开始发作的病因（发作点）•BewaryofselectingsymptomsinsteadofrootcausesIfyoufixasymptomyouwon’tsolvetheproblem.必须提防以症状代替病因，如果你仅仅关注一个症状，你将不能解决问题•Poorrootcauseselectionresultsinpoorcorrectiveactions.选择不正确的根本原因将导致不正确的纠正措施•Usetoolssuchas5Whyanalysistoensurethattherootcausehasbeenidentified.应用象“5个为什么”分析法，确保根本原因被识别和确定155/30/2002Rev.Orig8DTrainingD4RootCauseElementsD4根本原因要素•Hastheprocessrootcausebeenidentifiedandestablished?制程根本原因是否已经被识别和确定?•Hastheescaperootcausebeenidentifiedandestablished?流出（逃脱）根本原因是否