高效的品质问题处理流程.pptVIP

Quality Issue Solving Process 品质问题处理 Cultural change for all of us 改变我们文化从自己开始 When we face a problem...当我们面对出现的问题….. Stop it now : Containment action阻止问题：围堵行为 Contain an issue means “stop the bleeding” immediately 围堵行为就是立刻“阻止流血” an action is implemented as quickly as possible 最快地采取行动 to eliminate or limit the critical effects of the issue 消除或限制问题的不良影响 BUT...但是... Are you sure the same problem will not happen again?你能确保同样的问题 不再出现吗? Identify the root cause 查明根本原因 Use the “5 why’s” approach until you find the root cause(s) 采用“5个为什么”的方法来找出根本原因 “ Why is the floor wet?” “ 地面为什么湿了?” Because the pipe is leaking 因为管子漏了 “ Why does the pipe leak?” “ 管子为什么会漏?” Because the gasket is damaged 因为接头坏了 “ Why ...?” “ 为什么 ...?” Fix it once and for all : Corrective action一劳永逸地解决问题: 修正行动 Correct an issue means “to eradicate it” definitely Eliminate it and make sure that it wont happen again Don’t let it happen elsewhere: Prevention 避免同样问题在其它地方重复出现：预防措施 Extending your solution to other similar areas 将解决方案应用到其它类似地方 This will greatly reduce the risk to have the problem occur somewhere else. 极大降低其它地方出现相同问题的风险 Synthesis: Customer-centric attitude 总结：以客户为中心的态度 Once you have a problem:一旦你遇到问题： Stop it immediately 立刻处理 - it’s a containment action ! - 围堵行动 ! Fix it once and for all 从根本解决问题 it’s a corrective action ! - 更正行动 ! Don’t let it happen elsewhere 防止其它地方出现同样的问题 it’s a preventive action ! - 预防行动 ! * Problem问题 What is happening?出什么问题了？ Problem问题 we usually try and fix it quickly …我们通常会尝试解决并尽快处理 … “CONTAINMENT ” “堵漏” Problem问题 Containment 堵漏 Stop water from dripping on the floor防止水滴到地板上 Examples from our fields: stock recall, stock checking, production stop, sales blocking, asking operators to be careful asking suppliers to be careful etc Problem问题 Containment 堵漏 例子: 产品召回, 库存品核查, 停止生产, 限制销售, 要求操作者注意 要求供应商注意 等等 Did we really 我们真 solve the problem? 解决了问题吗? Is asking people to be careful 要求人们注意really a solution? 真解决问题了吗?