8D培训56091930

Place Slide Title Here,USE THIS OCCASIONALLY FOR SECOND TITLE (CAPS ONLY),Use this level,First Bullet Level,Second Bullet Level,*,The 8 Discipline (8D)Problem Solving Process,解决问题的流程8条戒律,课程目标,使参与者通过下列方式解决问题,To enable participants to solve problems by,使用8,D,流程,following a discipline problem solving methodology using the 8 Discipline (8D) Process,使用合适的质量工具,applying the proper quality tools,课程目标,2,课程内容,组建团队,team set up,描述/定义问题,Describe&define problem,采取临时的遏制措施,Takes interim containment action,定义/验证根本原因,define&verify,the root,cause(s,),识别/验证建议的永久性纠正措施,Identify/verify proposed permanent corrective,action(s,),实施永久性纠正措施,Implement permanent corrective,action(s,),预防再发生,Action(s,) to prevent Re-occurrence,交流/庆祝成功,communicate/celebrate success,.,练习,excise,:,3,解决问题,高,低,急迫性,高,重要性,8,D,既重要又急迫,重要但不急迫,既不重要又不急迫,“不理他”,不重要但急迫,低,什么时候使用8,D,When do you use a,Reactive,Problem Solving process?,当高优先权问题出现时,For high priority problems,当产品的标准和规范不能得到满足时,When standards and specifications are not being met,当过程失控时,When a process is out of control,当要求正式提供解决问题的证据时,When formal evidence of problem resolution is required,4,统计工具,Problem Solving - Statistical Tools,如果手中只有锤子，那么我们看任何东西都像钉子,If the only tool you have is a,Hammer, everything looks like a nail,对解决问题的正规方法要求你使用数据对问题和解决方法的有效性进行评估，而不是仅凭思考和主观臆断,The formal approach to problem solving requires that you base your assessment of the problem and the effectiveness of the solution on data, not speculation or opinions,在解决问题的过程中，使用基本的统计工具确保结果的可测性,Fundamental statistical tools are used throughout the problem solving process to ensure measurable results,5,统计工具,Problem Solving - Statistical Tools,Step 1-,形成团队,Form a Team,Step 2 ,描述问题,Describe the Problem,Step 3 ,遏制问题,Contain Problem,Step 4 ,识别和验证原因,Define & Verify Causes,Step 5 ,找出纠正措施,Identify/verify permanent Corrective Action,Step 6 ,执行及验证措施,Implement & Verify Action,Step 7 ,防止在出现,Prevent Recurrence,Step 8 ,庆祝成功,Celebrate Success,流程图,Flowcharts,X,X,X,X,X,脑筋风暴法,Brainstorming,X,X,X,X,X,X,Force Field Analysis,X,X,因果图,Cause and Effect,X,X,面谈,Interviewing,X,X,调查,Surveying,X,X,X,检查表,Checksheets,X,X,X,X,直方图,Histograms,X,X,X,X,排列图,Pareto Analysis,X,X,X,X,运行图,Run Charts,X,X,X,饼图,Pie Charts,X,X,X,X,关键线路表格,Criteria Rating Forms,X,X,网络图,List Reduction,X,权重图,Weighted Volume,X,甘特图,Gantt Chart,X,X,X,矩阵图,PERT Chart,X,X,X,6,8,D Problem Solving,8,D,体系流程包含下述内容：,The 8D system is a problem solving process that,识别问题,Identifies problems,采取临时的遏制措施,Takes interim containment action,将问题量化,Describes problems in measurable terms,使用统计工具分析问题,Analyzes them using data and basic statistical tools,找出根本原因,Finds the root cause,通过消除根本原因来解决问题,Corrects the problem by eliminating the root cause,7,8,D Problem Solving,行动,ACT,执行,DO,Plan,计划,检查,CHECK,4,定义和验证根本原因,define &Verify Root Causes,3,遏制问题,Containment Problem,2,描述/定义问题,Describe/define,Problem,1组建团队,Team Set-up,7防止再发生,Prevent Recurrence,8庆祝成功/交流,Celebrate and Communicate Success,5识别/验证纠正措施,Identify&verify proposed Corrective Action Plan,6实施和验证纠正措施,Implement &Verify Corrective Action,8,D,Process,8,D,遵循,PDCA,循环,follows the logic of,the PDCA Cycle,(a.k.a. Shewhart or Deming Cycle),8,8,D,特点,8,D Problem Solving Characteristics,对指定的，可管理的，有明确定义的问题有效。,Works on problems that are specific, manageable and well defined,分析问题的所有方面,Analyzes all aspects of a problem,对建议的方法进行合理化分析,Develops rationale for proposed solutions,收集对问题和建议方法有意义的数据,Gathers critical data about the problem and proposed solutions,基于团队的过程,Team oriented process,制定如何成功的实施和评估纠正措施的计划,Plans how to implement and evaluate the action successfully,9,步骤1：,8,D Process Step 1,ACT,DO,PLAN,CHECK,1- 组建团队,Team Set-up,8,D,10,决定对此问题是否需要成立一个团队，如果需要：,Determine whether a team is needed to address the issue: if so,选择成员,Select and enlist the team members,明确角色和职责,Establish roles and responsibilities,评审团队的活动范围和目标,Review the scope and objective of the teams activity,组建团队：,Step 1:,Team Set-up - Objectives,11,成员,Membership,利益关系人,Stakeholders,技能专家,Knowledgeable people / technical experts,问题涉及的人,People accountable & responsible for problem area,团队规模,Team Size,理想状态是46人,Ideally, 4 to 6 members to,加强内部互动,Enhance interaction,促进交流,Promote communication,承担责任,Drive commitment to the task,范围，目标，角色和职责,Scope, Objective, Roles and Responsibilities,明确团队的期望,Identify what the team is expected to address,评估成员的参与性,Review the teams availability,明确决策权限,Clarify the level of decision-making authority,Step 1:,- The Problem Solving Team,12,Step 1:,- Team Activity,目标,Goals,1.,明确陈述的问题,Clarify the issue to be addressed,评价支持性的数据,Review supporting data,评价规模,Assess the magnitude,2.,明确团队的角色，职责，范围和目标,Establish the team roles, responsibilities, scope and objectives,3.,针对此问题采用脑筋风暴法,Brainstorm potential problems surrounding the issue and ideas related to them,4.,收集支持性数据,Collect supporting data about the problem area(s),5.,讨论针对此问题的一般性计划,Discuss the general plan for approaching the problem(s),13,问题是否被确认,Have the reported issues been identified?,问题的主题是否被明确,Has the problem topic been identified?,团队是否被建立,Has a team been established?,会议和决策流程是否被统一,Have meeting and decision-making processes been agreed upon?,一般性项目计划是否被制定,Has a general project plan been developed?,Step 1:,Team Set-up - Checklist,Are we on target?,14,8,D Process Step 2,ACT,DO,PLAN,CHECK,2,描述和定义问题,Describe/define,Problem,Team,Set-up,8,D,15,目标,Step 2:,Describe/define Problem - Objectives,分析和解释数据来缩小问题范围,Analyze and interpret data to narrow down the problem to be addressed,2.,给出问题的正式描述,Develop a formal problem statement,16,一般性流程,Step 2:,Describe/define Problem - General Process,明确问题的主题,Identify the problem topics that may surround the issue, and select the problem target area.,针对问题采用脑筋风暴法并记录想法,Brainstorm and record the teams ideas about the problem area,收集数据来确定评判问题的标准,Collect data to validate that a problem exists,确定可应用于此问题的标准和规范,Establish what standard or specification applies to the situation,考虑所有和问题相关的，可得到的信息。,Consider all available sources of information that may relate to the problem (including external sources),提出并实施解决问题的初步方法,Develop and implement a,general,plan for approaching the problem,17,1. 总结和解释数据,Summarize and Interpret Data,解释已有的数据，如果需要，收集额外的数据来澄清问题,Interpret the data collected, obtaining additional (more specific) data if necessary to clarify the problem,使用统计工具,Use the basic statistical tools to clarify the data and display the findings in an appropriate format,基于是否满足标准或规范，应评估收集到的数据,The collected data should be evaluated against the standard or specification required to be met,B.,把数据和商业目标，测量性能，应用标准，规范进行比较,Compare the data with business objectives, performance measures, and applicable standards or specifications,一般性流程,Step 2:,Describe/define Problem - General Process,18,2. 给出问题的文字说明,Develop and Write a Problem Statement,用“目前状态”条目描述当前的形势,Write the “Current state” statement describing the present situation.,B.,用“期望状态” 描述要求,Write the “Desired state” statement describing the requirement or specification,.,C.,明确两种状态的差距,Identify the gap.,D.,基于上述三条完整的描述问题,Combine the three to generate the Problem Statement,一般性流程,Step 2:,Describe/define Problem - General Process,19,1. 基于可测量的方式，清晰的描述问题,A clear statement of the problem in measurable terms,基于数据，非猜测,Based on data, not speculation,根本原因尚未发现,No causes - Root cause has not yet been developed,不包含解决方案,No solutions - Solutions must target the root cause,不要太笼统,Not too general,2.,描述问题必需包含：,The Problem Statement must include,:,当前状态,The “Current state” or “as is” condition,期望状态,The “Desired state” or required position,差距,The “Gap or difference between the current and desired states,问题描述,Step 2:,Describe/define Problem Problem Statement,20,提交的问题,Reported Issues,客户测试失败率太高,Customer test failure rates are too high,2.,和此有关的商业关系被伤害,Business with this high pro is in jeopardy,问题主题,Problem Topic,客户的测试直通率不可接受,Customer test yields are unacceptable,分析给出下列描述,Analysis reflects leads us to the following problem statement,客户的测试直通率是75（当前状态），要求的直通率是95（期望状态），客户测试的直通率比可接受水平低20（差距）,The customers test yield on our product is 75%,(current state), the required yield is 95% minimum,(desired state), the customers test yield is 20% less than the acceptable level,(gap),.,评估描述内容,Review of the statement,1.,是否基于数据,Is it based on data,?,Yes,2.,是否包含原因,Are there causes in the statement,?,No,3.,是否包含方案,Are there solutions in the statement,?,No,4.,是否太笼统,Is the statement too general,?,No,结论：问题描述满足上述标准,Conclusion: The Problem Statement meets the general criteria,问题描述例子,Step 2:,Describe/define Problem - The Problem Statement : Example,21,团队活动,Step 2:,Describe/define Problem - Team Activity,目标,Goals,分析和问题有关的数据来确认问题,Analyze the problem data to try to confirm the problems,2.,把数据和商业目标，测试性能，使用标准，规格进行比较,Compare the data to business objectives, performance measures, and applicable standards or specifications,3.,使用收集到的数据来建立当前状态，期望状态和两者之间的差距,Use the collected data to establish the current and desired states, and gap,4.,写出问题陈述,Write the Problem Statement,22,可使用的标准是否被识别,Have the applicable standards been identified?,和问题相关的数据是否被收集和评估,Has data about the problem been taken and reviewed?,问题是否基于什么事情，什么时候，为什么，如何，多少被识别,Has the problem been identified by What, When, Why, How and How Much?,问题是否基于可测量的手段定义,Has the problem been defined in measurable terms?,客户的反馈是否被输入到问题,Has the customer provided input to the problem?,我们是否找到合适的人员处理下一步工作,Do we have the right team members to proceed to the next step?,检查表,Step 2:,Describe/define Problem - Checklist,Are we on target?,23,8,D Process,Step 3,ACT,DO,PLAN,CHECK,3,遏制措施,Containment Problem,Describe/,Define,Problem,Team,Set-up,8,D,24,目的：,Step 3:,Contain Problem - Objectives,识别和选择临时遏制措施,Identify and select containment action(s),2.,实施临时遏制措施,Develop and implement a containment plan,3.,评估临时遏制措施的效果,Analyze the effectiveness of the containment actions,25,遏制问题,Step 3:,Containment Problem,遏制,Containment,也称作短期纠正措施,Also known as short term corrective action,当根本原因在调查中或纠正措施在实施中，采取的防止进一步影响客户的临时措施,Objective is to take immediate interim action to prevent the problem from impacting the customer while the root cause is being investigated and corrective action is established and implemented,典型的遏制措施包含分类，筛选，返工等。,Typically, containment involves sorting, screening or testing with rework as required, and sequestering affected product or materials while awaiting disposition,26,Verification&validation； Occurrence&Escape,验证,Verification,确定纠正措施是否实施,the switch on, switch off measurement of the action taken i.e. confirmation that the action has taken place,.,确认,Validation,基于一段时间对措施的测量,the measurement of the action over a period of time e.g. Shift, days, week, month etc,.,发生的事情,Occurrence,实际发生的事情，如纠正措施是否实施,逃逸,Escape,事情发生的渠道,27,利用脑筋风暴法来收集遏制措施，从中选择遏制措施,Brainstorm and select interim containment action(s),实施计划,Plan for implementation,实施遏制措施,Implement containment actions,验证遏制措施已经被实施并评估有效性,Verify interim actions are in place and effective,一般性流程,Step 3:,Contain Problem - General Process,28,利用团队的创造性能力来产生观点,Uses the creative capacity of a group of people to generate ideas,使用,Uses,识别问题范围,Identifying problem areas,找出问题潜在的原因,Finding potential causes of problems,得出可选的方案,Generating alternative solutions,指导,Guidelines,没有评价和批评,No evaluation or criticism,鼓励异想天开的想法,Encourage wild ideas,提出尽可能多的想法,Strive for quantity,类型,Types,结构,Structured,成员顺序发言,Members participate in sequence verbally (Round Robin),成员写下各自的想法,Members write their ideas down in the session (Slip method),非结构的,Unstructured,随机发言,Random verbal input (Free wheeling),头脑风暴法,Step 3:,Contain Problem - Brainstorming,29,头脑风暴法,Step 3:,Contain Problem - Brainstorming,一般方法,General Approach,:,1.,识别任务组织者,Identify a facilitator to guide the session,保持任务一直被关注,Keep session moving,追求观点的数量,Promote a volume of ideas,提问,Prompt and ask questions,2.,识别想法的记录,Identify the recorder of ideas (scribe),尽可能的记录未经修改的想法,Ideas should be recorded as closely to what is said as possible,让被记录的观点可以被看见,Use a flip-chart to keep ideas visible,3.,定义主题,Define the topic,4.,定义任务时间,Define the time period for the session,30,计划,Planning,确保正式的措施在体系层面上展开,Objective is to ensure that formal actions are taken in a systematic fashion,精心组织和可追溯的计划是必须的。推荐使用甘特图,A structured and trackable plan, using a formal tool such as a Gantt chart is recommended,一般过程,General Process,把任务分解成可执行的若干步,Break tasks into achievable steps,.,分配任务,Assign task responsibilities.,设置里程碑,Set up time frame and milestones.,建立跟踪过程的文件,Create a document for tracking the progress of the implementation,对至关重要的额外信息要评估,Additional consideration for inclusion in the plan are strategies for communicating and gaining commitment, contingency plans, and measures to evaluate the effects,实施计划,Step 3:,Contain Problem - The Implementation Plan,31,甘特图,Gantt Chart,实施计划,Step 3:,Contain Problem - The Implementation Plan,32,团队活动,Step 3:,Contain Problem - Team Activity,目标,Goals,选择遏制措施,Select the containment action(s) to be taken,提出必要的计划,Develop any necessary plans,实施遏制措施,Implement the action(s),验证遏制措施已经被实施并评估有效性,Verify the containment actions are in place and effective,33,检查表,Step 3:,Contain Problem - Checklist,潜在的遏制措施是否被识别,Have potential containment actions been identified?,遏制措施是否被执行,Have containment actions been implemented?,遏制措施是否能保护客户免于此中问题,Are the containment actions effective at protecting the customer from defects?,遏制措施是否被评估,Have containment actions been verified?,我们是否找到合适的人员处理下一步工作,Do we have the right team members to proceed to the next step?,Are we on target?,34,8,D Process Step 4,ACT,DO,PLAN,CHECK,4,定义/验证根本原因,define &Verify Root Causes,Containment Problem,Describe/,Define Problem,Team,Set-up,8,D,35,目的,Step 4:,defineand Verify Root Causes - Objectives,识别引起问题的可能原因,Identify the probable causes of the problem,选择根本原因,Select the root cause,识别和澄清潜在的纠正措施,Identify and clarify potential corrective actions,36,1. 识别可能的原因,Identify Probable Causes,评估客户的要求,Review customer requirements,使用脑筋风暴法来发现可能的原因,Brainstorm and organize possible causes,使用因果图,(,e.g., cause and effect diagram),试图把原因分级,Explore levels of cause,识别可能的原因,Identify probable causes,依原因的重要性对原因进行排序； 如： 重要，较重要,Rank causes by correlation to effect: Strong, Moderate or Weak,2.,分析可能原因,Analyze Probable Causes,为可能原因准备收集数据,Select probable causes for data collection,决定收集方法,Determine collection method (e.g.,Checksheet,),收集，分析数据来识别根本原因,Collect / analyze / display data to identify root causes preventing the desired state” from being reached,一般性流程,Step 4:,define and Verify Root Causes - General Process,37,3. 选择根本原因,Select Root Causes for Action,把根本原因按优先级排序,Prioritize root causes,选择根本原因展开工作,Select root cause(s) to work on,决定采取的措施是否在团队的工作范围之内，或需要新的外部资源,Determine if taking action is within the scope or the team or if additional resources need to be enlisted,设计和执行实验来验证根本原因,Develop and implement experiments to test and validate root causes,修正根本原因,Revise problem statement (if required),一般性流程,Step 4:,define and Verify Root Causes - General Process,38,因果图,Cause and Effect Diagram,脑筋风暴法,A structured form of Brainstorming,识别，探索和列出问题和可能的原因,Identify, explore, and display a problem (effect) and all possible causes,使用,Uses,分析问题,Analysis of a problem,指导讨论,Guide for discussion,图解技术状况,Illustrate level of technology,评估流程,Evaluate knowledge of a process,收集数据,Collection of data,学习工具,Education tool,最普通的原因类别,Most common cause categories,人，机，料，法，环,People, machine, materials, methods, environment,因果图,Step 4,define,and Verify Root Causes - Cause and Effect Analysis,39,Name:Date:,Time-frame:,Causes,Material,Method Environment,Unavailable,Didnt,Order,Effect,Not on bill,(Current,State,),Missing Parts,Training,Set Up,人员,People,机器,Machine,因果图,Step 4: I,define,and Verify Root Causes - Cause and Effect Analysis,40,Name:Date:,Time-frame:,Causes,Material,Method,Environment,Unavailable,A,Didnt,Order,Effect,Not on bill,(Current,State,),Missing Parts,B C,Training Set Up,People,Machine,Relationship to Effect,A= Strong,B = Moderate,C = Weak,因果图,Step 4:,define,and Verify Root Causes - Cause and Effect Analysis,41,团队活动,Step 4: Define,and Verify Root Causes - Team Activity,目标,Goals,使用脑筋风暴法，因果图找出可能的原因,Brainstorm the possible causes of the problem, using a cause and effect diagram,对可能的原因排序并收集支持数据,Rank the possible causes and collect supporting data,选择根本原因,Select the root cause target(s),如果需要，执行测试来确认根本原因,Run tests to confirm the root cause(s), if necessary,如果需要，改变问题陈述,Revise the problem statement, if necessary,42,问题陈述是否被评估,Has the problem statement been reviewed?,可能的原因是否被识别,Have probable causes been identified?,针对可能的原因是否收集相关的数据,Has data been collected on the probable causes?,可能的根本原因是否排定优先权,Have root causes been prioritized and selected?,潜在的根本原因是否被识别和澄清,Have potential corrective actions / solutions been identified and clarified?,我们是否找到合适的人员处理下一步工作,Do we have the right team members to proceed to the next step?,检查表,Step 4:,Identify and Verify Root Causes - Checklist,Are we on target?,43,8,D Process Step 5,ACT,DO,PLAN,CHECK,Define &,Verify Root,Causes,Containment Problem,Describe/,Define,Problem,Team,Set-up,5,识别验证纠正措施,Identify/verify permanent Corrective Action Plan,8,D,44,目的,Step 5:,Identify/verify permanent Corrective Action Plan - Objectives,评估潜在的纠正措施,Evaluate the potential corrective action(s),选择欲实施的措施,Select the corrective action(s) to be taken,提出并对纠正措施的实施计划达成一致,Develop and agree upon a corrective action implementation plan,45,选择一般性的纠正措施标准，基于,Select the general corrective action criteria considering:,时间,Time,资源,Resource,可控制性,Control,成本,Cost,基于上述标准选择最优化的纠正措施,Use the criteria to select the best corrective action,从所有成员处得到输入,Get input from all team members,脑筋风暴法,Brainstorm a list of ideas,评估优缺点,Assess benefits and drawbacks,组合各种观点,Combine ideas,选出最好的潜在纠正措施，必须是可行的和团队的控制范围内,Vote on best potential corrective action(s) - Ideas must be actionable and within the scope of the team,一般性流程,Step 5:,Identify/verify permanent Corrective Action Plan - General Process,46,3. 提出实施计划,Develop an implementation plan,包含实施步骤和时间计划,Include action items and a schedule,安排资源（如果需要，包括供应商和客户）,Arrange for resources (including supplier and customer, if needed),分配和评估任务,Assign and review responsibilities,考虑实用的测量方案，计划，先期测试,Consider applicable measures, contingency plans, and pilot tests (if appropriate),一般性流程,Step 5:,Identify/verify permanent Corrective Action Plan - General Process,47,团队活动,Step 5:,Identify/verify permanent Corrective Action Plan - Team Activity,目标,Goals,1.,通过 脑筋风暴法收集纠正措施的想法,Brainstorm a list of corrective action ideas,2.,决定最优化的潜在纠正措施,Decide the best potential corrective action(s),3.,提出纠正措施计划,Develop a corrective action plan,48,潜在的纠正措施是否被甄选和组合,Have potential corrective actions / solutions been filtered and combined?,选择的标准是否被识别,Have criteria for selection been identified?,纠正措施计划是否被提出,Has a corrective action plan been developed?,纠正措施对其他的流程和客户的影响是否被评估,Has the impact of the corrective action on other processes or customers been evaluated?,基于评估结果，纠正措施是否能完全消除和根本原因有关的缺陷,Based on evaluation, will the corrective action / solution totally eliminate the defect associated with the root cause?,处理下一步的合适人员是否能得到,Do we have the right team members to proceed to the next step?,检查表,Step 5:,Identify/verify permanent Corrective Action Plan - Checklist,Are we on target?,49,8,D Process Step 6,ACT,DO,PLAN,CHECK,Define &,Verify Root,Causes,Contain Problem,Describe/,define Problem,Team,Set-up,Identify/verify permanent,Corrective,Action Plan,实施/验证纠正措施,Implement & Verify,Corrective Action,8,D,50,目的,Step 6:,Implement & Verify Corrective Action - Objec