WALPRESS BUSINESS MANAGEMENT SYSTEM

Creation Date:
27/11/2023
WP-QCA-PRO-001 Problem Solving Procedure

Revision: 1

Clauses: 10.2.3 (IATF)

Re Date Change Reason Prep by Authorised by

v
1 27/11/23 Initial submission. D. Hunt

This document is uncontrolled if printed

 WP-QCA-PRO-001 Problem Solving Procedure

1. Purpose
1.1 To ensure internal / customer / supplier concerns are robustly closed out with using
appropriate problem-solving tools.
1.2 To set the controls within the process to ensure that concerns are managed
effectively.
2. Scope
2.1 This process is applicable to all internal / customer / supplier concerns raised.
2.2 This process is applicable to repeat concerns raised.
2.3 This process is applicable to all personnel involved in the closure of internal /
customer and supplier concerns.
3. Associated Documents and Retention Periods

Record Description: Archive Location Archive Retention

Period*
Master 8D Automotive TBD Ongoing.
(WP-QCA-F-002)
Lessons Learned Register TBD Ongoing.
(WP-QCA-R-002)
Concern Register TBD Ongoing.
(WP-QCA-R-001)
Supplier Concern Form TBD Ongoing.
(WP-QCA-F-003)
Customer Specific TBD Ongoing.
Requirements Matrix
(WP-M-001)
*Default record retention period is 3 years unless otherwise stated by the customer or legislation

4. Definitions

PPS – Practical Problem Solving

PCA – Preventative Corrective Action

CSR – Customer Specific Requirement

5. Process Objectives and Metrics

TBD
6. Process Owner and Responsible Parties
6.1 The owner of this process is the Quality Director.
6.2 The Quality Assurance team are responsible for following this process.
6.3 The Plant C.O.O will ensure all proper resources are provided for this process.

7. Process Inputs
7.1 The required inputs for this process are:

7.1.1 Technical Information needed:

 Previous Lessons Learned / Quality History Review

 8D level zero or customer related concern notification
 Internal concern notification
 Audit NCRs
 Customer Specific Requirements
 Significant characteristics
7.1.2 Resources needed:
 Internal network access
 Relevant department folder access
 Appropriate departmental support where applicable
7.1.3 Personnel needed:
 Quality Assurance department staff
 Cross functional team
7.1.4 Special training needed:
 Understanding / Experience with IATF 16949
 Understanding / Experience of Problem-solving tools
 9.0 Problem Solving – Returned Parts (Step by Step)
Responsibility Documentation

Requirement for suspect

part to be returned from
customer

Raise request from Customer Specific

1 UK
customer for suspect part
International CSR Quality Engineer Requirement
WHS-M-003

Customer informs Quality

Customer returns part to
2 that part is ready for
the distribution centre
Quality Engineer
collection

Quality engage Quality Engineer

3 resident engineer for Resident Quality
part collection Engineer

Resident Quality
4 Collect part and return to site Engineer

Book into Quarantine area and email Resident Quality QCA-F-015

*Non-conforming parts whenever they Engineer
5 responsible engineer that part is are made available for investigation DC Quarantine Area
Log
available for analysis should be received and handled in a Warehouse operator
manner that enables investigation, e.g.
for visual concerns ensure the part is in
Responsible engineer a condition that enables a visible QCA-F-015
DC Quarantine Area
6 signs suspect part out assessment to be conducted, for Quality Engineer
Log
of quarantine* dimensional concerns the part should
not be damaged/bent or in a condition
that will hinder investigation. QCA-F-002 Master
Conduct analysis in line with failure Quality Engineer 8D Automotive
mode using cross functional team, 8D + QCA-F-003 Master
7 problem solving tools and lessons Cross Functional 8D Non-Automotive
Team QCA-R-006 Lessons
learned log if required
Learned Register

Send 8D front page (inclusive of Customer Specific

WHS Liability? supporting data) to customer CSR Quality Engineer
8 No Requirement
REJECTING liability for concern WHS-M-003
Yes
QCA-F-002 Master 8D
Send 8D front page (inclusive of supporting Automotive
data) to customer ACCEPTING liability and QCA-F-003 Master 8D Non-
offering containment solutions by following Quality Engineer Automotive

9 QCA-SUP-002 Customer Internal Containment No

QCA-SUP-002 Customer
internal containment
procedure if required procedure

Complete 8D in line with Customer Specific Customer Specific

10 Requirements for closure of supplier concerns CSR Quality Engineer Requirement
and submit to customer WHS-M-003

11 8D accepted?
Yes
12 Customer closes concern

Carry out PCA activity at pre-set intervals

13 to confirm fix is being adhered to
Quality Engineer

Follow QCA-SUP-001 QCA-SUP-001

14 Fix being adhered to? No
Stop Call Wait Quality Engineer Stop Call Wait
Yes
Quality adds concern to lessons QCA-R-006
15 learned register if unique incident Quality Engineer Lessons Learned
Register

WHS closes concern

 9.1 Problem Solving – Customer Concerns (Step by Step)
Responsibility Documentation

WHS accept liability for

Customer concern

Add customer concern to QCA-R-007 8D

1 QCA-R-007 8D Closure Quality Engineer Closure Tracker
Tracker

Use appropriate problem solving documents

containing root cause, why made, why shipped,
2 corrective and preventative actions for Quality Engineer
investigating concern and recording findings

Customer Specific
CSR Requirement
3 8D P.P.S Portal WHS-M-003

Quality Engineer
Form a team for +
4 investigation Cross Functional
Team

QCA-F-002 Master
Use appropriate problem solving tools Quality Engineer 8D Automotive
to identify root cause, why made, why + QCA-F-003 Master
5 shipped, corrective actions and Cross Functional 8D Non-Automotive
Team QCA-R-006 Lessons
preventative actions
No Learned Register
QCA-F-002 Master 8D
Complete problem solving actions in line Quality Engineer Automotive
QCA-F-003 Master 8D Non-
with customer specific requirements for +
6 closure of supplier concerns and submit
CSR Cross Functional
Automotive
QCA-R-006 Lessons Learned
Team Register
for closure of issue Customer Specific
Requirement
WHS-M-003

8D / P.P.S / Portal
7 submission accepted?
Quality Engineer

Yes

8 Customer closes concern

Carry out PCA activity at pre-set intervals QCA-R-007 8D

9 to confirm fix is being adhered to
Quality Engineer
Closure Tracker

Follow QCA-SUP- QCA-SUP-001

10 Fix being adhered to? No 001 Quality Engineer Stop Call Wait
Stop Call Wait
Yes

Quality adds concern to lessons QCA-R-006

11 learned register if unique incident
Quality Engineer Lessons Learned
Register

WHS closes concern in

QCA-R-007 8D closure Quality Engineer QCA-R-007 8D
Closure Tracker
tracker
 9.2 Problem Solving – Internal Concerns (Step by Step)
Responsibility Documentation
Internal concern Found via receipt of parts
identified from other cell / site

Found via Site walk/ Complete QCA-F-016 Internal Quality Supervisor

Audit / Continuous Concern Notification and issue QCA-F-016 Internal
1 improvement activity to Site Quality Lead via email Team Leader Concern Notification

Add concern to QCA-R-008

2 Internal Concern Tracker
Quality Engineer QCA-R-008 Internal
Concern Tracker

Use 8D document for QCA-F-002 Master

8D Automotive
3 investigating issue and Quality Engineer
QCA-F-003 Master
recording findings
8D Non-Automotive

Quality Engineer
Form a team for
4 investigation
+
Cross Functional
Team

Use appropriate problem solving tools Quality Engineer QCA-F-002 Master

to identify root cause, why made, why + 8D Automotive
5 shipped, corrective actions and Cross Functional
Team QCA-F-003 Master
preventative actions 8D Non-Automotive

Quality Engineer
Complete problem solving +
6 actions and close 8D Cross Functional
Team

Carry out PCA activity at pre-set intervals

7 to confirm fix is being adhered to
Quality Engineer

Quality Engineer
Follow QCA-SUP-001 + QCA-SUP-001
8 Fix being adhered to? No
Stop Call Wait Cross Functional Stop Call Wait
Team
Yes

Quality adds concern to lessons QCA-R-006 Lessons

Quality Engineer
9 learned register if unique incident
Learned Register

Close 8D in QCA-R-008 QCA-R-008 Internal

Quality Engineer Concern Tracker
Internal Concern Tracker
 9.3 Problem Solving – Repeat Concerns (Step by Step)
WHS define a repeat concern as an instance/occurrence where both product AND failuremode align with a previously closed customer /
internal / supplier issue.
Recurrence problems (repeat concerns) shall be subject to extra measures.
These extra measures are to:
1. Ensure an adequate investigation is conducted,
2. The reason for the recurrent problem is understood, and
3. Lessons can be learnt to avoid this situation occurring again.

For recurrent problems, as a minimum the Customer Quality Assurance Engineer or Site Quality Lead shall be a supporting member of the
multidisciplinary team that investigates the problem. However, where possible, the Process Owner (Management level and above) should also
be part of the investigation. This is to ensure an adequate investigation is conducted.
To learn from the incident, the investigation team should analyse the reason for the recurrent problem. This is to ensure the reason for the
recurrent problem is understood – and should consider factors including Previous Lessons Learned / Validation data / Personnel / Change
Requests / Inspection data / Manufacturing data / Process Conformance in the investigation.

Responsibility Documentation
Repeat concern
raised

Instigate
containment in
1 line with problem
Quality Engineer

solving activity

Customer Specific
2 Customer CSR Internal Supplier Quality Engineer Requirement
WHS-M-003

QCA-R-007 8D closure
Add customer tracker
Add concern to Complete QCA-F-
concern to QCA-R- QCA-R-008 Internal
3 QCA-R-008 Internal 020 Master supplier Quality Engineer
007 8D Closure Concern Tracker
Concern Tracker concern form
Tracker QCA-F-020 Master
Supplier Concern Form

Emergency QRQC meeting

Emergency QRQC Proceed with
called by Quality within 2
meeting called by
hours of receipt of supplier
4 Quality within 2
concern. Manufacturing
hours of receipt of management Quality Engineer
Director and Quality activity
concern.
Director notified

Quality, Process Quality, Process Quality Engineer

owner and cross owner and cross +
5 functional team to functional team to Cross Functional
attend meeting attend meeting Team

Investigate repeat Investigate repeat

concern with cross
functional team using
6 problem solving tools
(Ishikawa, 5WHY etc.).
Initial focus on Poka-
yoke where applicable
concern with cross
QCA-F-002 Master
functional team using Quality Engineer
8D Automotive
+
problem solving tools
Cross Functional
(Ishikawa, 5WHY etc.). QCA-F-003 Master
Team 8D Non-Automotive
Initial focus on Poka-
yoke where applicable

Process owner and Process owner and

8D facilitator to 8D facilitator to Quality Engineer +
7 sign off completed sign off completed Process Owner
actions actions

Follow Customer Follow Customer

Concerns process Concerns process
Quality Engineer
from step 8 and from step 8 and
close out issue close out issue
9. Process Outputs
9.1 The results (outputs) of the process are as follows:
9.1.1 Product produced:
 Proofed out repeatable parts after implemented fix
9.1.2 Documents or technical information produced:
 Lessons learned
 Root cause
 Corrective actions
 Preventative actions
 PCA validation data
9.1.3 Records produced:
 Completed customer 8D
 Completed internal 8D
9.1.4 Services produced:
 N/A
10. Related Risks

Risk
Minimal input from cross functional team
Implemented action adherence
Preventative measures across other products
Concerns being missed
Containment
Management to ensure support from each
applicable department is available
PCA audits
Read across activity in 8D document
Weekly customer reviews on 8D closure