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供应商培训资料 8D PDF
供应商培训资料 8D PDF
8D Problem Solving
CUSTOMER FOCUS
Win-Win Negotiations
Customer Awareness
QFD
8D Problem Solving
8D
Effective Customer Service Skills
Dealing with the Disappointed Customer
Value Analysis
FMEA
System Modeling and System Knowledge
2
JCI Desired Outcomes
JCI
3
JCI Desired Outcomes
JCI
4
JCI Desired Outcomes
JCI
Understand
U d t dh how 8D relates
l t tto JCI quality
lit objectives
bj ti and
d
goals.
8D
Encourage personal growth
5
8-D Problem Solving
8-D
6
JCI Problem Solving Toolset
8D Problem Solving
8
PSD
Problem solving discipline
7
JCI Problem Solving Toolset
Six Sigma
Complex problem solving tool. When 8D has multiple potential root
causes and requires more complex tools.
8D
8D
8
8D Problem Solving Process
6. Implement Permanent
2. Describe the Problem Corrective Actions
and the Expectation
9
8-D
0.
5.
1.
6
6.
2.
7.
3.
8.
4.
10
Step 0
0
Customer call
First Pass Yield
Quality
Cost (Excessive scrap, etc.)
Delivery
Warranty Data
?
12
Step 1
Assemble a Team if Necessary
8-D
13
Assemble a Team: Steps
14
Team Member Roles and Responsibilities
15
Forming the Problem Solving Team
The optimum team size is between 3 and 7. Too few may mean a lack of synergy but to many can make
teamwork difficult.
37
The should almost always be cross-functional. First identify the functions (knowledge and skills)
required to describe the problem and find the root cause.
()
One key missing resource may cause delays or incomplete/incorrect decisions.
Use the team champion as required to assure that all key resources are available
16
Step 2
Describe the Problem and the Expectation
17
Describe the Problem: Steps
Write p
problem statement
18
Keys to Problem Statement
19
Tools for Problem Description
Data Collection
5Ws & 2 Hs
who (), what (), when (), where (), why
(), how (), how many ()
Charting
5 Whys
5
20
5 Ws & 2 Hs
When (On what dates were failures, After how many hours, )
21
5 Ws & 2 Hs
()
(, , ,)
(, , )
( ,
(, )
()
(, )
(, )
22
Problem Investigation Worksheet
Why?____________________________________________
Can yyou p
prove it? ((if yes,
y , proceed.
p If no,, go
g back 1 step)
p) Y N
Why?____________________________________________
Can you prove it? (if yes, proceed. If no, go back 1 step) Y N
Why?____________________________________________
Can you prove it? (if yes, proceed. If no, go back 1 step) Y N
Why?____________________________________________
Can you prove it? (if yes, proceed. If no, go back 1 step) Y N
23
?
5
?____________________________________________
(
(
?____________________________________________
?
((
?____________________________________________
? (
?____________________________________________
? (
(
?____________________________________________
?
((
24
5 Whys Example
25
5
M46 .
?
.
?
.
?
.
?
.
M46
26
Customer Expectation and Our Vision
Customer Expectation
What will the situation look like to the customer after the 8D is finished?
8D
Get customer agreement.
Vision Statement
What will our process look like internally to meet the customer
expectation?
27
Step 2: Required Information
Problem Statement:
When (On what dates were failures, After how many hours, )
Customer Expectation:
Vision Statement:
28
()
(, , ,)
(, , )
(, , )
()
( )
(,
(, )
29
Step 2 Checklist
?
5Why?
?
?
?
?
?
31
JCI Standard
32
Team Activity
Problem Statement
Problem Statements
Details The swing, travel, hoist, tilt, tool cylinder, and stick cylinder functions
powered by the S-D 155H4776 (5 section) and 155H4778 (3 section) PVG
120 proportional valve move intermittently without an electrical command
signal on the LA Grant BDRE tool carriers. This problem has been
experienced on multiple BDRE tool carriers over the past 3 years in
multiple locations. The problem is intermittent and tends to progress with
machine usageg ((>500 hours). )
34
Problem Statements
Statement: Flow control spool moves from neutral intermittently without an electrical
command signal
Who----- LA Grant BDRE tool carrier
What---- PVG 120 155H4776 and 155H4778 proportional valves
Where--- Multiple locations (exact count is not available)
Wh
When---- After 500 hours of operation at the customer.
Why------ ? not due to electrical command needs investigation
How------ ? needs investigation
How Many-> ? - needs investigation
:
Who----- LA Grant BDRE
What---- PVG 120 155H4776 155H4778
Where--- ()
When----
When 500
Why------ ?
How------ ?
How Many
Many-> >
? -
35
LA Grant BDRE Tool Carrier Intermittent Move From Neutral
8-D Revision Date:
Name Function
1 :
Charles Tebbutt ()
????
????
???? /
???? /
2 :
:
()
500
? -
37
Problem Statements
Details General Electric (GE) is experiencing shaft seal and pump failures on the S-D
Series 90 250cc Hydrostatic Piston Pump on a turbine starter application. The
shoulder of the Series 90 pump front roller bearing fails in approximately 2 hours
hours,
causing the shaft seal to wear and leak, and creating a low charge pressure condition,
rendering the pump unable to operate. This failure mode has been observed on 6
pumps built in a time period of November 2001 through June 2002 2002. Expectation for
starter system life (pump life) is 500 hours.
S-D 90 250cc
90
90
2
200111200266
200111200266
500
38
Problem Statements
Statement: Series 90 250cc Hydrostatic Piston Pump shaft seal fails on a turbine starter application.
Multiple GE turbine starter installations
installations.
Who----- Series 90, 250cc Hydrostatic Pumps.
What----
Seal leak and bearing failure.
Where---
After 2 hours of operation.
Wh
When----
Seal leaks / bearing fails / ? needs investigation.
Why------
How------ ? needs investigation
y
How Many-> 6 (need S-D part number(s) and manufacturing dates)
: 90 250 cc
Who-----
Who
What---- 90, 250cc
Where---
When---- 2
Why------ // ?
How------ ?
How Many
Many-> > 6 (S D )
(S-D
39
General Electric Turbine Starter Bearing Failure 8D
8-D Revision Date:
S
Step 1 A
Assemble
bl a team if necessary:
Name Function
(Facilitator)
1 :
()
2 :
: 90 250 cc .
:
: 90, 250cc
: ?????
// ?
6 ( S-D
S D )
41
Champion: Rocky Dai / Terry Larson / ????
JCI Standard
42
Step 3
St
Implement and Verify Interim Containment Actions
43
Hows the Customer?
44
Containment: definition
Contain
Keep within limits
Stop
St ththe bleeding
bl di
45
Containment Steps
46
Containment Actions
1. Track and Return transmission failures: CQAR 2003-01043 was initiated to track G. Hansen & 16 June 2003
analysis of initial 5 units. W. Smith
2. Stop Shipment: Stop Order 1423 was initiated stopping shipment of all mid and L. Meier & W. 16 June 2003
large frame Cut transmissions. Smith
4. Safety Team Review: Reviewed actions with HST product liability team and L. Meier 25 June 2003
gained approval
5. Revert to (1200338) design which had been used successfully during the previous W. Smith 25 June2003
16 months; Serial number start of containment:
o A-03-25-23527 (1200350), Mid Frame
o A-03-25-20450 (1200355), Large frame
6. Reworked in-house inventory & Resumed Shipment. G. Hansen 25 June 2003
47
Containment Actions
4. :
HST
L. Meier 25 June 2003
5. W. Smith 25 June2003
o A-03-25-23527 (1200350), Mid Frame
o A-03-25-20450 (1200355), Large frame
48
JCI Standard
49
Break
Step 4
Define and Verify Root Causes
Identify
Id tif allll potential
t ti l causes which
hi h could
ld
theoretically explain why the problem
occurred.
51
Step 4
Define and Verify Root Causes
IIsolate
l t andd verify
if the
th roott cause by
b mental
t l
and/or physical test of potential causes
against the problem description and data.
52
Define & Verify Root Cause Steps
53
Tools to help Define and Verify Root Causes
9Is / Is Not?
/
9Ask Why 5 times?
5
9Chronological Sequence?
9Brain Storming?
9D t b
9Database S
Search?
h?
9Failure Mode Effects Analysis (FMEA)?
9Design Of Experiments (DOE)?
54
Problem-Solving Tools
IS / IS NOT table
Problem Statement
(S
(See S
Step 2 above)
b )
Description of the
Problem Is Is Not
What Product
What customers /
applications
When
h else
l h
have we
seen failure
Number of occurrences
found (dates /
locations)
Si
Size / extent
55
/
( 2 )
(
()
)
(/)
/
56
Verifying Root Cause
(IS / IS NOT) ( / )
Is Is Not
What Product TMT 315 / 380 / 400 ccm TMT motors < 250 ccm
OMT motors
TMT < 250 ccm
OMT
Wh t customers
What t / applications
li ti Skid t
Skidsteer loader
l d (high
(hi h lload
d cycle)
l ) applications
li ti Other market
Oth k t segments
t
/
Where have failures been seen on product Splines curve on cardan shafts using C- Splines curve on cardan shafts with other
program. programs (A,B,D)
C (A,B,D)
20035
When seen in process (raw material to New milling machine (500T) used to All other (older) milling machines.
field) manufacture carden shafts starting in August
() 2001
20018
20018
(500T)
57
Problem Investigation Worksheet
Why?____________________________________________
Can yyou p
prove it? ((if yes,
y , proceed.
p If no,, go
g back 1 step)
p) Y N
Why?____________________________________________
Can you prove it? (if yes, proceed. If no, go back 1 step) Y N
Why?____________________________________________
Can you prove it? (if yes, proceed. If no, go back 1 step) Y N
Why?____________________________________________
Can you prove it? (if yes, proceed. If no, go back 1 step) Y N
58
?
5
?____________________________________________
(
(
?____________________________________________
?
((
?____________________________________________
? (
?____________________________________________
? (
(
?____________________________________________
?
((
59
Verifying Root Cause
(asking WHY 5 times)
(5)
S-D DLSHT
WHY?
Metal particles are originating from premature fatigue
chipping of the splines on the S-D LSHT motor shaft.
MS D LSHT
MS-D
)
60
Verifying Root Cause
(asking WHY 5 times)
(5)
WHY?
The profile of the splines on the LSHT motor shaft do not match
design specifications causing interference with mating parts and
excessive loading/stress levels.
TLSHT
/
/
WHY?
New CNC machining center was introduced to manufacturing process
in August 2001. The shaft profile was measured at start
start-up
up with an
insufficient measuring procedure. The results were not documented.
N2001 8CNC
WHY?
Existing procedure for change management to C type cardan shaft is
not adequate when considering a change to the tools used in the
manufacturing
f t i process.
C
61
Chronological Sequence
material choice an
tightened diameter
Quan
4 tolerance.
0
1Q1988
3Q1988
1Q1989
3Q1989
1Q1990
3Q1990
1Q1991
3Q1991
1Q1992
3Q1992
1Q1993
3Q1993
1Q1994
3Q1994
1Q1995
3Q1995
1Q1996
3Q1996
1Q1997
3Q1997
1Q1998
3Q1998
1Q1999
3Q1999
1Q2000
3Q2000
1Q2001
3Q2001
1Q2002
3Q2002
1Q2003
3Q2003
Date Code Quarter
62
Problem-Solving Tools
Cause / Effect Diagram /
Measurements Personne
Materials
l
Effect
Environment
E ir m t Machines Methods
M th d
Rev. A, 2004-04-16 Page 1 of
63
Ask Why 5 times:
Whyy
Why
Why
Why
Why
64
Step 5
Define and Verify Permanent Corrective Actions
65
Permanent: definition
Continuing or enduring
St bl
Stable
Lasting
66
Permanent Corrective Actions: Steps
68
Step 6
Implement Permanent Corrective Actions
69
Implement Corrective Actions: Steps
Evaluate team
Anticipate Problems
Monitor results
Remove containment
70
Step 7 7
Prevent Recurrence
71
Prevent: definition
To act ahead of
To meet or satisfy in advance
To keep from happening
72
Corrective Action and Prevention
73
Prevent Recurrence: Steps
74
How is the Customer?
75
Step 8
76
Celebrate: definition
77