5. Problem solving5. Problem solvingG8D method as Global 8 Disciplines

Process Control - 2013 - M.Brotto

• 8D (as 8 Disciplines) is a very structured method in 8 + 1 steps (or disciplines)

coming from automotive industry (Ford) and also called G8D (as Global 8D)

• Based on a teamwork to solve definitively problems by :

- Eradicating root causes

- Avoiding problem recurrence

• Ensure total customer protection as soon as the problem is detected (this

supposes to be very responsive = reactive)

Problem solving method : 8D1 - Description

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supposes to be very responsive = reactive)

• Documented at each step of the problem solving process. This supposes problem

traceability and thus capitalization for improvement

When occurring specially :

- customer complaints (internal/external)

- product non conformity

- process dysfunction

2 – When to use ?

Product Non Conformity

detection

Customer complaint

receipt

Customer care

procedure application

8D

criteria

NC procedure

application

3 – Implementation

Problem Solving method : 8D

Process dysfunction

detection

Process improvement

procedure

33

PROBLEM SOLVED

Problem solving with

1 or 2 persons

8D

criteria

met?NO

YES

8D trigger criteria

• Do the symptoms show that there is a

significant gap between what has been achievedand the expected result ?

• Do we know who’s concerned by the problem ?

To start an 8D analysis it is required to answer by « yes » to the whole

following questions (8D criteria) :

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• Do we know who’s concerned by the problem ?

• Is the root cause unknown ?

• Is symptom complexity such that problem

cannot be solved by only one (or 2) person(s) ?

• Does the management commit itself to supply

resources ?

8D Process overview

Symptoms appearanceSymptoms appearance

D0 : Prepare oneself to 8D process and if required, implement

Emergency Response Action (ERA)

D1 : Build a team

D2 : Describe the problem

D3 : Implement and verify Interim Containment Action (ICA)

Phase 1 :

Protect the customer

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Problem solvedProblem solved

D4 : Define and verify root cause(s)

D5 : Choose Permanent Corrective Action (PCA)

D6 : Implement PCA and verify its effects

D7 : Prevent problem recurrence : Preventive Action (PA)

D8 : Congratulate your team

Phase 2 :

Eradicate the pb

8D Process main action steps

PALLIATIVE” ACTION(S) (D0)

• ERA (Emergency Response Action) to protect immediately the customer

CURATIVE ACTION(S) (D3)

• ICA (Interim Containment Action) to protect temporarily and completely the

customer from the effects (symtoms), with a proven effectiveness and easy

implementation.

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CORRECTIVE ACTION(S) (D5)

• PCA (Permanent Corrective Action) to remove definitively the root cause,

without generating new problems, with a proven effectiveness.

PREVENTIVE ACTIONS (D7)

• PA (Preventive Action), if need be, spread and adapted to another situations,

in order to prevent the same problem occurrence elsewhere.

Palliative action Curative action Corrective action Preventive action

Example

I’m a hotel manager and the customer of room n°10 is complaining about

moisture on his bedroom walls.

He’s allergic to mushrooms.

I apologize/

I propose a discount

on the room rate/

I propose another room

I immediately get the

n°10 room walls

cleaned

I prevent the pb occurrenceeverywhere

I address the pb by acting on the effects

(symptoms)

I install an air

ventilation device

in the room n°10

I deal with the customer

I plan to install

an air ventilation

device in each room

I prevent the pb occurrence by acting on the causes

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8D process rationale

Implement Describe pb Implement Define Implement Implement

Palliative actions

Curative actions

Preventiveactions

Corrective actions

888

ImplementERA

(immediat)

Build a team

Describe pb& visiblecauses

ImplementICA

(provisional)

Defineroot

causes

Implement PCA

(definitive)

Implement PA

(preventive)

Problème eradicationCustomer care &

Business continuity

D0 : Prepare oneself to 8D process

OBJECTIVE :

ACTIONS :

• Verify if it is required to start an 8D analysis

• Protect immediately the customer (ERA)

• Evaluate impact(s) of the problem

• Decide to launch an 8D analysis

• Describe the symptoms

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RECOMMENDED TOOLS :

• Describe the symptoms

• Implement the Emergency Response Action (if required)

• Create and complete the 8D report

• Data collection and representation

• Brainstorming

• Risk analysis (FMEA,…)

• …

8D Report at D0

D0 : Preliminary action(s) – ERA (Emergency Response Action)

Initial problem description :

In a Smart Card manufacturing, the quality control of a batch makes appear

that the sequence of the credit card numbers is not respected

1010

Person

responsibleImmediate Actions

(ERA)

Implementation

DateEffectiveness

VerificationStatus

John Prevent 100% of

the next deliveries(mm/dd/yyyy) 100% In progress

/Finished

/ NA

D1 : Team working oriented problem solving

OBJECTIVE :

ACTION :

Build a team with multidisciplinary knowledge and willingness to work in group.

• Build a team with the following roles :

- Sponsor : owns authority to implement actions

- Leader : leads the team according to the methodology

- Expert members : have product or process knowledge

1111

RECOMMENDED TOOLS :

- Expert members : have product or process knowledge

- Team membership : have a naive point of view (from the expert one)

• Complete the 8D report

• Team working : consensus tools

• Leading meeting : schedule, meeting points,

manage people…

8D Report at D1

D1 : Team building

Role Name Job Extension phone N°

Sponsor

Leader

Jack

John

Production manager

Quality manager

1234

2222

1212

Team member

Team member

Team member

Paul

Alan

David

Engineering

Embedding operator

QC operator

6666

9999

0101

D2 : Describe the problem

OBJECTIVE :

ACTION :

Describe the problematic situation with an analytic and factual approach in

quantifiable terms (write what is really the problem, what are the symptoms that

the customer is really seeing….)

• Look for useful information to treat the problem

« A problem well defined is a problem half-solved »

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RECOMMENDED TOOLS :

• Look for useful information to treat the problem

• Fill in the form using 5W2H tool (Laswell grid)

• Describe the problem

• Complete the 8D report

• Laswell grid (5W2H)

• Data analysis Tools (data collection, Pareto chart…)

• Previous 8D reports (if available, normally they should be !!!!)

•…

8D Report at D2

D2 : Detailed problem description

After the study, it seems the sequence between cards number is only not

respected for the last box of each batch of 10 K cards.

In addition, investigations showed that affected cards ranged from number

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In addition, investigations showed that affected cards ranged from number

100 001 to number 149 999

The study also showed that Z customer (bank sector) can be potentially

affected by the problem (but the customer has never complained)

D3 : Implement and verify ICA(if necessary)

OBJECTIVE :

ACTION :

Define and implement Interim Containment Action (ICA) to isolate the

problem from customer (internal/external) until permanent corrective

action (PCA) is implemented

• Make sure this action is better than ERA

• Search and implement ICA

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RECOMMENDED TOOLS :

• Search and implement ICA

• Verify its effects (potential impacts on the whole process)

• Remove ERA

• Complete the 8D report

• Brainstorming

• Process flowchart

• Decision matrix

• Planning tools

• FMEA

• …

8D Report at D3

D3 : Interim Containment Action(s) – ICA (Optional)

Person

responsible

Containment Action

ICA

Implementation

DateStatusEffectiveness

Verification

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Paul Reinforce the quality

checking on the last

box of each batch

mm/dd/yyyy 100% In progress

/ Finished

/ NA

D4 : Search and verify root cause

OBJECTIVE :

ACTION :

Identify root cause among potential causes which could explain the problem

occurrence

• Search changes in the process which might have generated the problem

• List possible causes according to D2 (problem description)

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RECOMMENDED TOOLS :

• Find out root cause from whole possible causes

• Make sure the root cause can “turn on/off” the problem

• Complete the 8D report

• Process mapping

• Fishbone/5 M

• 5 Why?

•…

8D Report at D4

D4 : Root cause

Root Cause

During Quality checking, cards are picked up within

the whole box (the last box of the batch) and card 100%

% Contribution

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the whole box (the last box of the batch) and card

position is not marked out.

When cards are replaced in the box, they are not

placed at the same position by the operator.

People aren’t trained (risk non identified).

The quality control is randomly made on some final

batches (detection)

OBJECTIVE :

ACTION :

Select the most effective action(s) to remove root cause without

undesirable side-effects

• Search solutions and evaluate their risks

• Select PCA and verify its effectiveness

D5 : Search and verify PCA(Permanent Corrective Action)

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RECOMMENDED TOOLS :

• Select PCA and verify its effectiveness

• Complete the 8D report

• Brainstorming,

• Solutions diagram, Decision matrix

• FMEA

•…

8D Report at D5

D5 : Chosen Permanent Corrective Action(s) – PCA

Final action chosen Effectiveness criterion

2020

Supply red cards to Quality control

operators in order to mark the card’s

position (within boxes)

Perform a double check during

15 days.

Then implement autocontrol

(people to be trained)

D6 : Implement PCA and verify its effects

OBJECTIVE :

ACTION :

Implement the best permanent corrective action (PCA) with on-going

controls to ensure the root cause elimination

• Build the action plan for the permanent action implementation

• Implement action and verify its effects

• Build a long term monitoring plan (and respect it)

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RECOMMENDED TOOLS :

• Build a long term monitoring plan (and respect it)

• Remove action ERA or ICA (it depends on the case)

• Document changes on procedures, documents, etc….

• Complete the 8D report

• Planning tools

• SPC (statistical tools for manufacturing processes)

• Poka yoke (misproofing tools)

•…

8D Report at D6

D6 : Implement Permanent Corrective Action(s) – PCA -

Person

responsiblePermanent Action

(PCA)

Implementation

DateStatusEffectiveness

Verification

John Make red cards

larger than

standard ones

mm/dd/yyyy 100% In progress

/ Finished

/ NA

In progress Test new work

2222

Alan

Modify

documentationPaul

Paul Extend to all

concerned

production lines

mm/dd/yyyy

mm/dd/yyyy

mm/dd/yyyy

In progress

/ Finished /

NA

In progress

/ Finished /

NA

In progress /

Finished

/ NA

100%

100%

100%

Test new work

instruction before

approval

D7 : Prevent problem recurrence

OBJECTIVE :

ACTION :

Prevent recurrence of this problem and another similar ones by implementing

preventive actions (PA) e.g. modify the management systems, practices and

procedures, choose on-going controls, include mistake proofing methodology…

• Search systems, practices and procedures elsewhere which might

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RECOMMENDED TOOLS :

contribute to this kind of problem occurrence

• Recommend actions (to the sponsor)

• Complete the 8D report

• Audit

• Flowchart

• FMEA

• …

8D Report at D7

Person

responsibleActions Implementation

DateStatus

D7 : Action(s) to prevent recurrence

John - Warn operation manager about (mm/dd/yyyy) In progress

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John - Warn operation manager about

similar risky processes

- Inform industrial coordination

about implemented solutions

(mm/dd/yyyy) In progress

/Finished

/ NA

D8 : Congratulate the team

OBJECTIVE :

ACTION :

Close the teamwork and congratulate everyone

• Document the whole study and record the results

• Archive all documents

• Recognize collective efforts

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RECOMMENDED TOOLS :

• Recognize collective efforts

• Dissolve the team

• Complete the 8D report

• Company information letter

• Intranet

• Various incentive systems

•…

8D Report at D8

D8 : Final Decision (Congratulate the Team)

Final

Decision

Company

warranty

Analysis Ending

Date

Report

AuthorQuantity

Text Under company Figures (mm/dd/yyyy) John

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- The group classified and archived documents in the relevant folders

- The excellent work done by the team will be communicated within the

Company through the information letter. Thanks everybody

- Group dissolution today

Text Under company

name approvalFigures (mm/dd/yyyy) John

Exercise

Symptoms of the problem :

In a supermarket, after a customer complaint, it appears that the cost

of milk-can displayed at the checkout is higher than the actual cost

mentionned on the shelf (price tag).

Additional information :

The technician usually in charge of updating daily and manually the

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The technician usually in charge of updating daily and manually the

tags but also of checking cost consistency was away at this present

day.

Try to solve the problem by using the process

of 8D method (only D0 ERA, D3 ICA, D4 root cause,

D5 PCA, D7 PA)

See GoodSeat Company 8D analysis report

(Excel File)

Practical application

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