高效的品質(zhì)問題處理流程

1、Quality Issue Solving Process 品質(zhì)問題處理品質(zhì)問題處理Cultural change for all of us改變我們文化從自己開始 2Problem問題問題What is happening?出什么問題了？出什么問題了？3When we face a problem.當(dāng)我們面對出現(xiàn)的問題當(dāng)我們面對出現(xiàn)的問題.Problem問題問題we usually try and fix it quickly 我們通常會(huì)我們通常會(huì)嘗試嘗試解決并解決并盡快處理盡快處理 4“CONTAINMENT ”“堵漏堵漏”Problem問題問題Containment堵漏堵漏Stop wa

2、ter from dripping on the floor防止水滴到地板上防止水滴到地板上5Stop it now : Containment action阻止問題：圍堵行為阻止問題：圍堵行為n Contain an issue means “stop the bleeding” immediately n 圍堵行為就是立刻圍堵行為就是立刻“阻止流血阻止流血”oan action is implemented as quickly as possibleo最快地最快地采取行動(dòng)oto eliminate or limit the critical effects of the issueo消除

3、或限制消除或限制問題的不良影響Examples from our fields: o stock recall,o stock checking,o production stop,o sales blocking,o asking operators to be carefulo asking suppliers to be carefulo etcProblem問題問題Containment堵漏堵漏例子例子: o 產(chǎn)品召回,o 庫存品核查,o 停止生產(chǎn),o 限制銷售,o 要求操作者注意o 要求供應(yīng)商注意o 等等6n Did we really 我們真我們真 solve the proble

4、m? 解決了問題嗎解決了問題嗎? n Is asking people to be careful 要求人們注意要求人們注意really a solution?真解決問題了嗎真解決問題了嗎?BUT.但是但是.Problem問題問題Containment堵漏堵漏7Are you sure the same problem will not happen again?你能確保同樣的問題你能確保同樣的問題 不再出現(xiàn)嗎不再出現(xiàn)嗎?Problem問題問題Containment堵漏堵漏8Identify the root cause 查明根本原因查明根本原因 n Use the “5 whys” appr

5、oach until you find the root cause(s)n 采用采用“5個(gè)為什么個(gè)為什么”的方法來找出的方法來找出根本原因根本原因 “ Why is the floor wet?” “ 地面為什么濕了地面為什么濕了?” Because the pipe is leaking因?yàn)楣茏勇┝艘驗(yàn)楣茏勇┝恕?Why does the pipe leak?”“ 管子為什么會(huì)漏管子為什么會(huì)漏?”Because the gasket is damaged因?yàn)榻宇^壞了因?yàn)榻宇^壞了“ Why .?” “ 為什么為什么 .?”Problem問題問題Containment堵漏堵漏9“CORRECT

6、ION ”修正措施修正措施Change the damaged part更換損壞部件更換損壞部件This is WHY:DamagedGasket!Problem問題問題Containment堵漏堵漏Correction修正修正問題的問題的原因原因:損壞的接頭墊片損壞的接頭墊片10Fix it once and for all : Corrective action一勞永逸地解決問題一勞永逸地解決問題: 修正行動(dòng)修正行動(dòng)n Correct an issue means “to eradicate it” definitelyoEliminate it and make sure that it

7、 wont happen againExamples from our fields:o Mistake proofing, o Design change, o Supplier manufacturing process change, o etc.n 修正意味著修正意味著“徹底解決問題徹底解決問題”o徹底解決問題徹底解決問題并確保問題不再出現(xiàn)問題不再出現(xiàn)Problem問題問題Containment堵漏堵漏Correction修正修正例子例子:o 防錯(cuò)裝置,(電腦顯示器D型接頭,USB接頭)o 設(shè)計(jì)調(diào)整, o 供應(yīng)商修正生產(chǎn)過程, o 等等.11Are you sure it will n

8、ot happen again elsewhere ? Problem問題問題Containment堵漏堵漏Correction修正修正你能確保類似問題不你能確保類似問題不會(huì)在會(huì)在其它地方其它地方出現(xiàn)嗎出現(xiàn)嗎? 12Change similarly affected part更換類似的易損部件更換類似的易損部件This one was installed at the same time and will also leak soon. I must change it too!“PREVENTION ”“預(yù)防措施預(yù)防措施 ”Problem問題問題Containment堵漏堵漏Correcti

9、on修正修正Prevention預(yù)防預(yù)防13Dont let it happen elsewhere: Prevention 避免同樣問題在其它地方重復(fù)出現(xiàn)：預(yù)防措施避免同樣問題在其它地方重復(fù)出現(xiàn)：預(yù)防措施 n Extending your solution to other similar areas n 將解決方案應(yīng)用到其它類似地方將解決方案應(yīng)用到其它類似地方 oThis will greatly reduce the risk to have the problem occur somewhere else.o極大降低其它地方出現(xiàn)相同問題的風(fēng)險(xiǎn)Examples from our fiel

10、ds: o Spread to other lines o Spread to other plants, o New technology enforced by suppliers, o etc.Problem問題問題Containment堵漏堵漏Correction修正修正Prevention預(yù)防預(yù)防例子：例子： o 擴(kuò)展到其它生產(chǎn)線 o 擴(kuò)展到其它工廠, o 對供應(yīng)商推廣新技術(shù), o 等等。14Synthesis: Customer-centric attitude 總結(jié)：以客戶為中心的態(tài)度總結(jié)：以客戶為中心的態(tài)度nOnce you have a problem:一旦你遇到問題：一旦你遇到問題： Stop it immediately立刻處理立刻處理- its a containment action !- 圍堵行動(dòng)圍堵行動(dòng) !Fix it onc