Bosch的D教材学习教程.pptx

1Problem Solving Process.ProblemsMustbeSolvedGoal achieved:Problems solvedProblem solving processProduct realizationProcessesInputProductResultImproveCustom e rREQUIREMENTCustom e rSATISFACTIONProduct PlanningProductionQuality 第2页/共22页第1页/共22页2Problem Solving Process PSPro-Overview 8-D(CDQ 0508)Custom e rREQUIREMENTCustom e rSATISFACTIONInputProduct realizationProductResult3x 5x Why Elementary quality toolsShaininSix SigmaLessons learnedBosch supporting tools-IQIS-QAM第3页/共22页第2页/共22页3Problem Solving Process WhatisaProblem?Deviation from targettargetTimePerformancetargetTimePerformancetargetTimePerformancetargetTimePerformanceactualactualactualactualfrom the beginninggradually from the startgradually after some timesuddenlyProblem第4页/共22页第3页/共22页4Problem Solving Process PSProandthe8-DMethodA core element of the problem solving processapplied throughout all Bosch divisions is the 8-D method第5页/共22页第4页/共22页5Problem Solving Process 8-DOverview8-D methodD 1D 2D 3D 4D 5D 6D 7D 8Today,this worldwide recognized problem solving method is applied as automotive industry standard and beyond第6页/共22页第5页/共22页6Problem Solving Process 8-DHistoryAt the end of the 1960s,Jet Propulsion Laboratory(JPL)in the USA developed the 4-D method.The method consisted of four Dos:Do:Problem description Do:Containment actions Do:Root cause analysis Do:Corrective actionsAt the beginning of the 1970s,this method was adopted by Ford and,shortly after,as well by other car manufacturers.第7页/共22页第6页/共22页7Problem Solving Process 8-DHistory(contd)Attheendofthe1970s,applicationoftheproblemsolvingmethodwasintensifiedatFord,Fordssubsidiariesanditssuppliers:Themethodwasexpandedtoinclude6-D,8-D,12-Dand14-DFornormalapplication,the8-DmethodprovedthemostlogicalNowadays,the14-DmethodisappliedinternallywithinFordforsevererecallactionsIn1981,the8-DmethodwasdeclaredasglobalstandardforFordandallitssuppliers.Onlyafewyearslater,theentireUSautomotiveindustryfollowedsuit.Bytheendofthe1980s,the8-DmethodhadbeenadoptedbymostoftheEuropeancarmanufacturersandsystemsuppliers.Today,the8-Dmethodisthemostwell-knownandmostwidelyusedproblemsolvingtechniqueintheworld.第8页/共22页第7页/共22页8Problem Solving Process 8-DStepsProblem description D 1D 2D 3D 4D 5D 6D 7D 8Creation of problem solving teamRoot cause analysisDetermination of preventive actions to avoid recurrence of the defectContainment actionsDetermination of corrective actionsand verification of effectivenessFinal meeting and conclusionIntroduction of corrective actionsand effectiveness monitoring第9页/共22页第8页/共22页9Problem Solving Process D1:CreationofProblemSolvingTeamD 1 D 2 D 3 D 4 D 5 D 6 D 7 D 8Select team memberslMembers with appropriate skills are nominated based on the problem descriptionlA team leader and a mentor are appointedConfirmation of the team structure and assignment of responsibilities among the team membersActionTaskTarget第10页/共22页第9页/共22页10Problem Solving Process D2:ProblemDescriptionD 2 D 3 D 4 D 5 D 6 D 7 D 8 D 1Precise problem descriptionCollect Information,data,facts and figureslDescribe the problem(defect/deviation)as accurately as possible giving quantitative detailslAnswer the questions belowWho?What?When?Where?Why?How?How often?lAll problem solving team members must have a clear and fact based understanding of the problemProblemPastPresent The cause ofthe deviationis unknown at first(Target situation)(Current situation)Describe deviation(problem)on the basis of factsActionTaskTarget第11页/共22页第10页/共22页11Problem Solving Process D3:ContainmentActions D 1 D 2 D 4 D 5 D 6 D 7 D 8 D 3Determine the most suitable containment actions lContainment action must be taken to safeguard the situation,in order to prevent a recurrence of the problem at the customerlContainment actions therefore serve only as a safeguard and often bear no relation to the cause of the problem lCost considerations should play little or no part in the initial responselA schedule for implementing the containment actions must be developed and the effectiveness of these actions must be assessedInstant information and support to the customer and implementation of containment actions as quickly as possibleActionTaskTarget第12页/共22页第11页/共22页12Problem Solving Process D4:RootCauseAnalysis D 1 D 2 D 3 D 5 D 6 D 7 D 8 D 4Determination of the root causelAll possible causes of the defect must be consideredlAll possible causes should be determined and compared with the problem profile through systematic application of valid procedures,based on the physical,chemical and technical relationships and application of appropriate quality toolslThe Why questioning technique should be applied determining the root cause Confirmation of the root causeActionTaskTarget第13页/共22页第12页/共22页13Problem Solving Process D5:DeterminationofCorrectiveActionsandVerificationofEffectiveness D 1 D 2 D 4 D 3 D 6 D 7 D 8D 5Confirm optimum corrective actionslAll measures that can solve and ultimately eliminate the problem must be compiledlThe effectiveness of the measures must be verified and side-effects must be assessedl“Optimum corrective action must be determined and confirmed lAction plan with introduction timing and responsibilities must be determined and releasedApproval and application release of corrective actionsActionTaskTarget第14页/共22页第13页/共22页14Problem Solving Process D6:IntroductionofCorrectiveActionsandEffectivenessMonitoring D 1 D 2 D 4 D 5 D 3 D 7 D 8 D 6Establish plan to introduce corrective actionslAs many actions as required,but as few as possible,should be implemented in accordance with D5 resultlDecision about the need to continue containment actionslDetermination of process monitoring requirements and needof documentationImplementation of the corrective actionActionTaskTarget第15页/共22页第14页/共22页15Problem Solving Process D7:DeterminationofPreventiveActionstoAvoidRecurrenceoftheProblem D 1 D 2 D 3 D 4 D 5 D 6 D 8 D 7Formulate measures to improve and safeguard processeslProcess-related evaluation and analysis is keylIdentical and similar products and processes are in focuslApplication of the 3x 5x Why questioning techniqueWhy was the problem.not predicted by the product planning/engineering process?.not prevented by the production/manufacturing process?.not protected by the quality assurance process?lKnowledge gained is used to improve processesRelease and application of corrective actions for system and process improvementActionTaskTarget第16页/共22页第15页/共22页16Problem Solving Process D8:FinalMeetingandConclusion D 1 D 2 D 3 D 4 D 5 D 6 D 7 D 8Final meeting of the 8-D teamlDuring the concluding discussion,the problem solving team conducts a critical evaluation of all 8-D steps and actionslThe 8-D report is officially closedlCombined efforts by the team are acknowledged by supervisors and praised accordinglylThe customer is informed of the conclusion and sent the 8-D report,signed by those responsible.lThe completed 8-D report is archivedFinal conclusion of 8-D activities related to this problemActionTaskTarget第17页/共22页第16页/共22页17Problem Solving Process PurposeofPSProProblemsolvingprocessforanalyzingandeliminatingtherootcausesofproblemsatBoschCustomer-orientedactionthroughfast,thoroughprovisionofinformationtothecustomerSolvingofproblemsthroughtarget-focusedapplicationDeterminationofrootcauses,preventionofreoccurrenceandsustainedeliminationofsystemerrorsInformationexchangeatBoschbasedonIQISandtheLessonsLearnedprocess第18页/共22页第17页/共22页18Problem Solving Process Applicationofthe8-DMethodRootcauseoftheidentifieddeviationisnotknownItisnotpossibleforoneindividualtodeterminethecauseoftheproblem,duetoalackoffactualinformationImportanceoftheproblemmeansteamworkisnecessary第19页/共22页第18页/共22页19Handle the customer complaints processPT/HotlinePT-ACE/HotlinePT-ACE/Hotline-APcomplaintsInformation transferHandle the complaintsQMM-MYQMM-CNQMM3XWith MFG3XsupportIf not applicable for ACE-AP,the information will be forwarded to PT-ACE/hotline.If not applicable for ACE,the information will be returned to source complainant.IDC etc:answer to the complainant with 8D report.CSO and OEM etc:answer to the complainant with e-mail or letter(if required 8D report)The immediate action must be fixed in 2 working days.The final answer must be fixed in 10 working days.Tracking and reminding.OEM andIDC etc.Status answer as info to AP hotline,final answer as info to AP hotline*Answer Wei Qing(PT-ACE/QMM-CN)Cao James(PT-ACE/QMM-CN)Loh HengLeong(PT-ACE/QMM-MY PgP/QMM6)Kleiber Roland(PT-ACE/QMM-AP HzP/QMM3)All answer to CSO,OEM,end user must be approved by QMM-AP,deputy PT-ACE/QMMComplainant CSO in APCSO in CNCSO in EuropeCSOIf received complaints directly,must forward to ACE-AP/HotlineThe coordinatoris QMM1-AP第20页/共22页第19页/共22页20Problem Solving Process Internal|C/QMM|2/28/2007|Robert Bosch GmbH reserves all rights even in the event of industrial property rights.We reserve all rights of disposal such as copying and passing on to third parties.案例：以下通过一件发生在我们身边的平常小事，来说明8D报告（纠正/预防措施）的写法。事由：出租屋内，一日早晨，小王正在水龙边洗脸准备上班，刚洗完脸，突然家中打来电话，于是把脸帕一挂就去屋内接电话，接完电话就去上班。下午下班回家时发现家中全部被水淹了。铺在地上的草席和被子全都漂在水中。D1-成立改善小组：马上叫上住在隔壁的几个同事，组成事故处理小组。小组成员：张三、李四、王五。D2（第二步）：问题描述王五家中被水淹，家中所有摆放在地上的物品都浸在水中（不良率100%）。如：草席、被子和书本等。D3（第三步）-暂时围堵行动（即应急对策或叫临时对策）1、马上与小组成员一起把家中的水设法排放出去。负责人：张三2、立即把浸在水中的物品捞起并摊开到阳台去凉干。负责人：李四（第四步）-根本原因分析：1、早晨洗完脸时，接听家中突然打来的电话，然后忘记关水，造成水淹小屋。2、下水道出口太小，而且都采用网格式的盖子盖住。昨天洗菜洗出来的小片烂蔬菜叶梗在网格上，致使下水道出水很慢，长时间积累后，大量未及时排放出去的水把小屋淹了。分析人：王五审核：王五妻子（第五步）-制订永久对策（即长期对策）1、把下水道出口上的网格式盖子去掉，以便加大出水口，不会造成被水淹的情况。责任人：王五预计完成时间：2007-*-*第21页/共22页第20页/共22页21Problem Solving Process Internal|C/QMM|2/28/2007|Robert Bosch GmbH reserves all rights even in the event of industrial property rights.We reserve all rights of disposal such as copying and passing on to third parties.D6（第六步）（第六步）-实施实施/确认确认PCA经过王五实际操作，把下水道出口加大后，小片蔬菜叶不会再梗在出水口处，堵住废水往外经过王五实际操作，把下水道出口加大后，小片蔬菜叶不会再梗在出水口处，堵住废水往外流。并且即使把水龙头打开到最大，水仍能及时地从下水道出水口完全地流出去。流。并且即使把水龙头打开到最大，水仍能及时地从下水道出水口完全地流出去。现确认此永久对策有效，并已经执行。现确认此永久对策有效，并已经执行。验证人：王五验证人：王五（第七步）（第七步）-防止再发生（即采取预防措施）防止再发生（即采取预防措施）1、早晨上班出门前一定要检验水龙头是否关闭。、早晨上班出门前一定要检验水龙头是否关闭。2、以后洗蔬菜时一定要把烂蔬菜叶丢到垃圾筐里，并且要把地面清理干净。、以后洗蔬菜时一定要把烂蔬菜叶丢到垃圾筐里，并且要把地面清理干净。3、早晨洗脸时不能带电话在身上。在洗脸过程中，就算电话铃响起也不能接。直到洗漱完、早晨洗脸时不能带电话在身上。在洗脸过程中，就算电话铃响起也不能接。直到洗漱完毕后才能接听手机。毕后才能接听手机。责任人：王五责任人：王五预计完成时间：预计完成时间：2007-*-*D8（第八步）（第八步）-结案并祝贺：结案并祝贺：此问题已经完全处理清楚，可以结案（此问题已经完全处理清楚，可以结案（close）。并且今天晚上叫张三、李四、王五老婆一）。并且今天晚上叫张三、李四、王五老婆一起去起去毛家饭店毛家饭店庆祝团队成功。庆祝团队成功。经过八个步骤后，整个处理过程就算彻底清楚和完整了，问题的原因找到了，对应措施也出经过八个步骤后，整个处理过程就算彻底清楚和完整了，问题的原因找到了，对应措施也出来了，问题也解决了，可以保证以后不会再出现这类事情了。来了，问题也解决了，可以保证以后不会再出现这类事情了。第22页/共22页第21页/共22页22感谢您的观赏！第22页/共22页