8D报告培训资料.ppt

8D报告培训资料2What is a CAR/8D?What is a CAR/8D?何谓何谓CAR/8D?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。An8DreportisFordMotorCompanysformatforproblemsolving.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。5/30/2002 Rev.Orig8D Training34568 8 D Disciplines to Problem Solvingisciplines to Problem Solving解决问题的解决问题的8 8个准则个准则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5/30/2002 Rev.Orig8D Training7D1 Establish TeamD1 Establish TeamD1 D1 组建问题解决小组组建问题解决小组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?5/30/2002 Rev.Orig8D Training8D2 Describe the ProblemD2 Describe the ProblemD2 D2 描述问题描述问题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5/30/2002 Rev.Orig8D Training9D2 Describe the Problem ElementsD2 Describe the Problem ElementsD2 D2 描述问题要素描述问题要素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?5/30/2002 Rev.Orig8D Training10D2 Describe the Problem ExamplesD2 Describe the Problem ExamplesD2 D2 描述问题案例描述问题案例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。5/30/2002 Rev.Orig8D Training11D3 ContainmentD3 ContainmentD3 D3 围堵措施（短期对策）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5/30/2002 Rev.Orig8D Training12D3 Containment ElementsD3 Containment ElementsD3 D3 围堵措施要素围堵措施要素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?5/30/2002 Rev.Orig8D Training13D3 Containment ExampleD3 Containment ExampleD3D3 围堵措施案例围堵措施案例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5/30/2002 Rev.Orig8D Training14D4 Root CauseD4 Root CauseD4 D4 根本原因（真因）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）BewaryofselectingsymptomsinsteadofrootcausesIfyoufixasymptomyouwontsolvetheproblem.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5/30/2002 Rev.Orig8D Training15D4 Root Cause ElementsD4 Root Cause ElementsD4 D4 根本原因要素根本原因要素Hastheprocessrootcausebeenidentifiedandestablished?制程根本原因是否已经被识别和确定?Hastheescaperootcausebeenidentifiedandestablished?流出（逃脱）根本原因是否已经被识别和确定?Hasthesystemrootcausebeenidentifiedandestablished?系统根本原因是否被识别和确定?Dothethreerootcausesexplainallweknowabouttheproblem(timing,failuremode,failureamount,etc)?三种根本原因是否可以解说我们所知道的问题所有方面（如时间、失效模式、失效数量等等）?Wastherootcauseanalysisperformedusingthe5whytechnique?根本原因分析是否使用了“5个为什么”方法?5/30/2002 Rev.Orig8D Training16D4 Root Cause ExamplesD4 Root Cause ExamplesD4 D4 根本原因案例根本原因案例PoorRootCauseStatement差劲的根本原因“OperatorplacedwronglabelonPackage.ItwasanOperatorError.”操作工在包装箱上贴错了标签，是操作工的错。GoodRootCauseStatement完美的根本原因“ProcessRootCause:Anincorrectlabelwasplacedonthepackagebecausethecurrentsystemallowsformultiplelotstobeprocessed(batchprinting)atoneworkstation.”制程根本原因：目前的系统允许在同一个岗位加工种类不同的批次，导致错误的标签被贴在包装箱上“EscapeRootCause:Themis-labeledproductescapedbecausetherewasnoverificationstepatorafterthelabelprocess.”流出根本原因：贴错标签的产品流出是因为在该岗位或后续过程没有标签验证步骤5/30/2002 Rev.Orig8D Training17D5 Corrective ActionsD5 Corrective ActionsD5 D5 纠正措施纠正措施纠正措施纠正措施Correctiveactionsshouldfixthediseaseorrootcause.纠正措施必须是针对病因或根本原因（真因）Correctiveactionsshouldaddressprocess,escape,andsystemrootcauses.纠正措施必须致力于制程、流出（逃脱）及系统的根本原因（真因）Negativeeffectsofcorrectiveactionsshouldbeconsidered.必须考虑纠正措施带来的负面影响（即边界效应）Retrainingofoperatorsis notacorrectiveaction.操作工的再教育不属于纠正措施范畴Increasedinspectionis notacorrectiveaction.增加检查（人员、数量、频次等）也不属于纠正措施范畴5/30/2002 Rev.Orig8D Training18D5 Corrective Actions ElementsD5 Corrective Actions ElementsD5 D5 纠正措施要素纠正措施要素Haveprimaryandalternativecorrectiveactionsbeenidentified?是否已识别和确定首选及多选的纠正措施Docorrectiveactionsaddressprocess,escape,andsystemrootcauses?纠正措施是否是针对制程、流出（逃脱）及系统的根 本原因Havenegativeeffectsofcorrectiveactionsbeenconsidered?是否考虑了纠正措施的负面影响（即边界效应）5/30/2002 Rev.Orig8D Training19D5 Corrective Action ExamplesD5 Corrective Action ExamplesD5 D5 纠正措施案例纠正措施案例PoorCorrectiveAction差劲的纠正措施“Re-trainoperator.”操作工再培训GoodCorrectiveAction完美的纠正措施“ProcessCorrectiveAction:Changeworkflowtoaserialprocesswherebyonlyonelotisattheprintingstationatalltimes.Thiswilleliminatethechanceofmixingtheproductlabels.”制程纠正措施：变更流程，在任何时间标签印刷岗位只加工单一批次“EscapeCorrectiveAction:Implementabarcodeverificationsteptoensurethatcustomerlabelmatchesthefactorylabel.”流出（逃脱）纠正措施：实施标签验证步骤，确保工厂标签和客户 标签一致5/30/2002 Rev.Orig8D Training20D6 Implement Corrective ActionsD6 Implement Corrective ActionsD6 D6 实施纠正措施（长期对策）实施纠正措施（长期对策）Stepwherewemonitor/validatethatthecorrectiveactionshaveeliminatedtherootcause(s).确定我们监控/验证纠正措施是否已经消除了根本原因的步骤Datesforthestartandcompletionofthecorrectiveactionshouldbeidentifiedalongwiththeresponsibleperson.和纠正措施实施责任人一起确定纠正措施开始实施和完成的日期5/30/2002 Rev.Orig8D Training21D6 Implement Corrective Actions ElementsD6 Implement Corrective Actions Elements纠正措施实施要素纠正措施实施要素Havecorrectiveactiondatesalongwithresponsibleindividualbeenidentified?是否已经确定纠正措施实施日期和责任人?Havecorrectiveactionsbeenvalidatedtoeliminaterootcause(s)?对纠正挫伤是否进行了验证，它能否消除根本原因?5/30/2002 Rev.Orig8D Training22D6 Implement Corrective Actions ExamplesD6 Implement Corrective Actions ExamplesD6 D6 纠正措施实施案例纠正措施实施案例PoorCorrectiveAction差劲的纠正措施“Complete.”已完成GoodCorrectiveAction完美的纠正措施“CorrectiveactionsstatedinD5werecompletedon4/1/02byJ.Smith.Postlabelinginspectionhasdiscovered0failuresoutof400lotsinspectedasof5/1/02.”J.Smith已于4/1/02完成了D%中描述的纠正措施。5/1/02在标签检查岗位共检查了400个批次，没有发现一批标签不良5/30/2002 Rev.Orig8D Training23D7 Prevent RecurrenceD7 Prevent RecurrenceD7 D7 防止再发防止再发Preventtheproblemfromreturningbyaddressingproduction,business,management,orengineeringprocesses.通过向生产、业务、管理层、工程传达，以防止问题再发5/30/2002 Rev.Orig8D Training24D7 Prevent Recurrence ElementsD7 Prevent Recurrence ElementsD7 D7 防止再发要素防止再发要素Dopreventiveactionsaddressbasicsystemissues?预防措施阐述是否基于基本的系统问题HaveFMEAs,controlplans,and/orproceduresbeenupdatedtoensurethatthesystemswillpreventissuesfromre-occurring?FMEA、控制计划及/或程序是否已经被更新，以确保系统可以防止问题再发Havepreventiveactionsbeenagreeduponbyallaffectedareas?预防措施是否已经征得被影响区域的认可Dounfinishedpreventiveactionshaveachampionandaprojectedcompletiondate?未完成预防措施是否确定了组长和其完成日期5/30/2002 Rev.Orig8D Training25D7 Prevent Recurrence ExamplesD7 Prevent Recurrence ExamplesD7 D7 防止再发案例防止再发案例PoorPreventiveAction差劲的预防措施“Sameascorrectiveactions.”预防措施同于纠正措施GoodPreventiveActions完美的预防措施“Workinstructionandcontrolplanhavebeenchangedon4/1/02toeliminatebatchprocessingandtoaddbarcodeverificationprocesses”作业指导书及控制计划已于4/1/02进行变更，以消除批次处理问题及增加标签验证过程“CorrectiveandPreventiveactionswerealsoappliedtoVishayssisterfactoriesinChinaon4/1/02.”纠正/预防措施已于4/1/02应用于Vishay在中国的兄弟工厂“Auditchecklistwasmodifiedon4/1/02toincludemonthlycheckstoensuresinglelotprocessing.”检查表已于4/1/02修订，包括月检以确保单一批次被加工5/30/2002 Rev.Orig8D Training26D8 Congratulate TeamD8 Congratulate TeamD8 D8 小组庆祝小组庆祝Variesbyfacilitybutmostoftenoverlooked.5/30/2002 Rev.Orig8D Training27Other CommentsOther Comments其他内容其他内容8Dshouldsupplyfactsnotemotions.8D应该提供事实，不应带有感情色彩Avoidusinginternalacronyms.避免使用公司内部缩写Becompleteinyourdescriptions.叙述应该完整ItisourresponsibilitytofixVishayproblemsevenifwedonothavetraceabilityinformation.即使没有可追溯的信息，但关注Vishay问题是我们的责任5/30/2002 Rev.Orig8D Training288D ExampleHeartInc,amanufacturerofHeartdefibulators,returned25shortedpartswithmultipledatecodeson5/1/02.Heartstatedthatthe25partsfailedattherefinaltest.Heartsfailurerateis10PPM.Theyexpressedconcernthatfaileddefibulatorsmightreachtheircustomers.InternalanalysisbyVishayindicatesthatthe25partsareindeedshortedandtheyarenotthedevicetype(PN#V123)thatVishaysellstoHeartInc.Infact,the25partsareamixtureofdifferentVishaydevicesspanningthelast3monthsofproduction(February,March,andApril).AllreturneddeviceshadalowerpowerratingthanwhatissuppliedtoHeart,whichiswhytheyshortedinHeartsapplication.Additionalanalysis,pointstothefactthatthepartsweremixedatmarking.Themarkingequipmenthasaknowndefectinwhichthelastfewpartsmightgetstuckinthetrackduetorandombutfrequentstickingofthepushpinmechanismwhenthebowlfeederbecomesempty.Tocombatthisissue,theengineerduringtheinitialdiscoveryoftheissueinstructedtheoperatorstoinspectthetrackpriortostartinganewlot.Intheeventthatpartswereleftovertheoperatorwastoremovethedevicesandcallthetechniciantorepairthepushpin.Inadditiontothechangeinprocedure,productionimplementedasampleoutgoingelectricaltest(200piecesper20,000piecelot)toeliminatemixedlots.Theoperatoronthemarkingequipmentwasnew(approximatelyworkingforVishayfor3months)andwasnotperformingtheinspectionasrequiredbytheprocedure.5/30/2002 Rev.Orig8D Training298D Example 8D Example 8D8D案例案例 D1 Establish Team D1 Establish Team D1D1建立小组建立小组NameFunctionChampionJ.SmithProductEngManagerTeamLeaderJ.DoeQualityEngineerMembersR.NeilProductionSupervisorB.DellProductionEngineerV.ChambersLogisticSupervisorA.MayMaintenanceEngineerN.PhillipsTrainingSupervisorS.RobinSales5/30/2002 Rev.Orig8D Training308D Example 8D Example 8D8D案例案例 D2 Describe Problem D2 D2 Describe Problem D2 描述问题描述问题HeartInc.returned25V123partson5/1/02withthefollowingdatecodesthatfailedshortattheirfinaltest.Heart公司在5/1/02返回25个V123产品，产品日期码如下，这些产品是其产品终检时发现短路的#ofPartsDateCode10020210020350204Theestimatedfailurerateis10PPMandthecustomerisconcernedaboutfieldreliability.估计失效率为10PPM，而且客户非常担心已流入市场5/30/2002 Rev.Orig8D Training318D Example 8D Example 8D8D案例案例D3 Containment Actions D3 Containment Actions D3 D3 围堵措施围堵措施AllproductinproductionandinVishayswarehouseswasquarantined(byV.Chamberson5/2/02)and100%electricallytested(byB.Dellon5/4/02)toeliminatethemixedproduct.12mixedpartswereremovedoutof60,000partstested.Allretestedlotswillbemarkedwitha“green”stickertoidentifythattheyhavebeenretested.所有在线及在库品全部隔离（V.Chambers已于5/2/02完成），并进行100%电性测试以消除混入产品（B.Dell已于5/4/02完成），从60,000个中剔除出12个异类产品。所有重测的产品批均用“绿色”标签标识以示重测。5/30/2002 Rev.Orig8D Training328D Example 8D Example 8D8D案例案例 D4 Process Root Cause D4 Process Root Cause D4D4制程根本原因制程根本原因Problem:ShortedParts问题：短路Why?WrongpartsweresenttoCustomerandthepartswereunderratedfortheapplication.为什么：错误的元件发给客户及其用途被低估Why?Residualpartswereleftinthemarkingequipmentcausingthesubsequentlottocontainmixedparts.为什么：残留的元件被遗留在打标机上导致其混入后续的批次Why?The push pin failed to clear the residual parts.为什么：推针失效而无法清除残留元件5/30/2002 Rev.Orig8D Training338D Example 8D Example 8D8D案例案例 D4 System Root Cause D4 System Root Cause D4 D4 系统根本原因系统根本原因Problem:ShortedParts问题描述：短路Why?WrongpartsweresenttoCustomerandthepartswereunderratedfortheApp.为什么：错误的元件发给客户及其用途被低估Why?Residualpartswereleftinthemarkingequipmentcausingthesubsequentlottocontainmixedparts.为什么：残留的元件被遗留在打标机上导致其混入后续的批次Why?Thepushpinfailedtocleartheresidualparts.为什么：推针失效而无法清除残留元件Why?Theactuatorsonthepushpinareoldandneedtobereplaced.为什么：推针执行器老化而需要更换Why?We do not have a detail preventive maintenance plan for replacement of worn-out/old equipment.为什么：我们没有一个详细的针对替换破损/老化设备的维护计划5/30/2002 Rev.Orig8D Training348D Example 8D Example 8D8D案例案例 D4 Escape Root Cause D4 Escape Root Cause D4 D4 流出根本原因流出根本原因Problem:MixedPartsEscapedtoCustomer问题描述：混入产品流到客户Why?SampletestpostmarkingwillnotalwaysdetectPPMissues.为什么：抽样检查岗位无法发现PPM级缺陷Why?Samplesizeistoosmall.为什么：抽样量非常少5/30/2002 Rev.Orig8D Training358D Example 8D Example 8D8D案例案例D5 Root Cause D5 Root Cause D5 D5 根本原因根本原因Analysis:Vishayverifiedthatthepartsareshorted.ItwasdeterminedthattheshortedpartsweremixeddevicesthathadlowerpowerratingsthantheonessuppliedtoHeart.ThemixoccurredatVishaysmarkingoperationduetoresidualunitsleftonthemarkingmachineduringFebruary,MarchandApril.Vishayhadaprocedureinplacefortheoperatortoverifythetrackwasemptypriortothestartofanewlot.Theprocedurewasnotfollowed.分析：Vishay确认产品是短路，最终原因被确定为被发给Heart公司额定功率低的产品混入到设备中，混入现象发生在Vishay的打标岗位，是在2月、三月份及四月份残留元件被遗留在打标岗位所致。Vishay在操作岗位有作业程序，规定在开始打标新的批次时须检查轨道是干净的，但程序没有被执行。Process Root Cause:Theactuatorinthepushpinmechanismusedtoflushresidualunitsfromthetrackstopworking.制程根本原因：推针执行器被用来剔除轨道停滞工作时的残留元件Escape Root Cause:ThesamplesizeforthepostmarkingtestisnotsufficientenoughtodetectPPMmixturelevels.流出根本原因：在打标岗位的抽样检查数对混入水平在PPM级的不良来说是不足的System Root Cause 1:Theactuatorsarenotincludedonapreventivemaintenanceschedulethusallowingactuatortodegradeandbecomedefective.系统根本原因1：执行器没有被纳入保养计划，这样允许执行器劣化及没有效力System Root Cause 2:Currenttrainingplandoesnotrequiretrainingverificationthereforeitwasnotknownthattheoperatorwasnotfollowingtheoperatingprocedure.系统根本原因1：目前的培训计划中没有要求进行培训效果验证，所以并不知道操作工没有遵守作业程序的规定5/30/2002 Rev.Orig8D Training368D Example 8D Example 8D8D案例案例D5 Corrective Actions D5 Corrective Actions D5 D5 纠正措施纠正措施Process Root Cause:Replaceactuatorsonallmarkingequipmenttoeliminateresidualparts.制程根原因：在打标机上替换执行器以除去残留部件Escape Root Cause:Implement100%qualitytestpostmarkingtoensurethatmixedpartswillnotbeshippedtoHeart.流出根本原因：在打标岗位实施100%检查确保混入的部件不被发送Heart公司System Root Cause 1:Incorporateapartreplacement/refurbishprogramintotheexistingpreventivemaintenancescheduletoensurethatpartsarereplacebeforetheycauseaproblem.系统根本原因1：在现有的检修计划中增加部件置换/刷新项目，以确保部件产生问题时被置换System Root Cause 2:Modifytrainingprogramtoincludeaverificationsteppriortograntingcertification.系统根本原因2：修订培训程序，包含在批准合格前有一个检验步骤5/30/2002 Rev.Orig8D Training378D Example 8D Example 8D8D案例案例D6 Implement Corrective Actions D6 I