8D解决问题的步骤介绍.pptVIP

* 本资料来源 第一页，共二十三页。 * 8D (Eight Disciplines) Welcome to Nick Liang / Customer Service 第二页，共二十三页。 * What is 8D: 8D(Eight Disciplines): D1. Team Members D2. Describe the Problem D3. Containment Plan D4. Define the Root Cause D5. Define the Corrective Actions D6. Verification of Action D7. Prevent Recurrence D8. Congratulation 第三页，共二十三页。 * 解決問題的步驟 - 8D THEME: IF YOU CANNOT PROVE IT YOU CANNOT SAY IT ( 若是你無法證明, 則請勿亂下定論 ) 當一個工程師之基本要求（Engineering sense ) 第四页，共二十三页。 * D1 Team Members Select team members (Internal/Key Person) Select team champion - Management member who will (can) remove road blocks for the team Select team leader – A member who can take the responsibility for the team 第五页，共二十三页。 * 開會技巧 會前 1.準備AGENDA, 議題, 發通知預告時間地點 2.蒐集所有資料 3.設定會議目標 4.會前再提醒 會中 　 1. 掌握主題,時間,進度,氣氛 2. 尊重每個參與人,鼓勵發言 3. 誘導腦力激盪 4. 禁止少數人發言佔用時間及離題. 5. 定出個別 actions 之follow-up action 負責人, 及完成時間 (by 5W1H) 會後 1. 很快發出會議記錄 2. 追蹤 Follow-up actions, then檢討得失. 第六页，共二十三页。 * D2 Problem Description ( definition )釐清 – 把問題說清楚,是成功(解決)的一半 眾說紛紜霧煞煞,從何下手費思量 老“獅”心中有定見,新秀跳下結論套 一見鍾情不可靠,天縱英明難得找 膽大心細看問題,3W時地物,1H有多少 分析手法花樣多,圖表統計效力高 搞錯對象會白忙,且莫任意把捷徑抄 第七页，共二十三页。 *  D2 Problem Description ( definition )釐清 – 把問題說清楚,是成功(解決)的一半 要多清楚才算清楚? 1.打破砂鍋問到底Develop Operation Definition 2.四維具體化與量化 什麼東西? What? (Identify symptom) 那裡發生? Where? (Space, process flow) 何時發生? When? (Time, D/C) 影響多大? How Big? (Q’ty, $, Defect %) 第八页，共二十三页。 * D2. Describe problem Use terms understood by the customer Describe the problem as detailed as possible (3W/1H) Express the condition in quantifiable terms What Where When How Big 第九页，共二十三页。 * D3 Containment Actions圍堵 – 亡羊補牢要有效 客戶老闆聲聲催,圍堵對策趕快上. 亡羊補牢要有效,挖東補西找麻煩. 障眼對策擋一時,當心愈補愈大坑 第十页，共二十三页。 * D3. Containment Plan Describe Who, What, When, and How you will capture/contain the defects now. Must prevent defects from getting to the customer immediately. Consid