客訴回饋報(bào)告8D寫作程序及重點(diǎn)DOC

PAGE328DisciplineProcessofProblem-Solving(8D的寫作程序及重點(diǎn))Purpose:Thedocumentdefinestheprocessofcorrectiveactionfordefectsof(1)Fieldfeedback(2)OQCinspectioninWintek.Wintekhastoopen8Dsheetforconcerningfailuresuchascriticalfailureorlotrejectorrepeatedfailure.Toinvestigatewhattherootcauseofdefectsareresultedbyandhowtoimprovetheminordertocontrolthequalityofout-going.主旨:此份文件定義了矯正措施單(8D)的程序及步驟,針對(duì)(1)客戶反應(yīng)的問(wèn)題以及(2)OQC出貨檢驗(yàn)判退問(wèn)題,尤其針對(duì)重大性,整批性或重復(fù)性的失效,Wintek必須提出一份完整又有效解問(wèn)題的報(bào)告--8D.并調(diào)查問(wèn)題發(fā)生的真正原因及改善措施進(jìn)而維持本公司產(chǎn)品的出貨質(zhì)量.2.Reference:2.18-Disciplineform&8-Discilplineinstructions2.28DExample3.Responsibility:3.18DofExteriorFeedbackFromFieldorCustomers3.1-1Salesdepartment:CommunicationbetweenWintekandCustomerindefectfeedback.3.1-2Relevantdepartment:Relevantdepartments(suchasQA,3.1-3QE:ComeoutaEight-Disciplinesheet(8D)accordingtocorrectiveactionfromrelevantdepartmentaswhenField/Customerfeedbackproblem.Procedure:DISCIPLIINE1.USETEAMAPPROACH*Teamsize:4to10people.*Skilldiversityamongteammember.*Chooseachampion.+Includeallactivitiesthatcanhelpdefinetheproblemandcasualfactorsandimplementcorrectiveaction.(負(fù)責(zé)窗口由不同部門成員4~10位所組織的小組,選出一位負(fù)責(zé)人,并且能夠定義問(wèn)題及原因,執(zhí)行矯正措施.)DISCIPLIINE2.DESCRIBEPROBLEM*Relateincustomerterms.*Achangeinconditionhasoccurred-relateittosomepriorordesirablecondition.*Thechangesmustbequantifiable.+Utilizeallindicatorstoidentifyandquantifytheproblemascompletelyaspossibleincustomertermsorsymptoms.Todescribethedataasclearlyaspossible.(盡可能的將問(wèn)題的數(shù)量,數(shù)據(jù),型號(hào),鑒定,狀況,差異,現(xiàn)象,依據(jù)客戶的觀點(diǎn)描述清楚)DISCIPLIINE3.DEFINEROOTCAUSE*Therealreasontheconditionchanges.*Ask"Why"untiltherealreasonisexposed.*Eachproblemmayhaveseveralrootcauses.+Askthequestion,"Why"asmanytimesasrequiredtodrivetodefinitionoftheunderlyingrootcauses.Remarktheconditionoftherootoccurredasstation,location,date,member,action..(問(wèn)出真正造成問(wèn)題的原因,也許有許多個(gè),但要求直到找出潛在原因?yàn)橹?并記錄發(fā)生問(wèn)題之狀況如站別,location,日期,人員,動(dòng)作..)DISCIPLIINE4.IMPLEMENTINTERIMCORRECTIVEACTIONS*Immediate*Keeptheproblemfromgettingtothecustomer.*Willitcauseotherdefects?*Keeptrackofexactdateofaction.+TakeimmediateactiontocontaintheproblemwithintheCompanyandinthefield.Recordthestatusandquantityforreworkproducts.(臨時(shí)對(duì)策要能立即解決廠內(nèi)及市場(chǎng)上的問(wèn)題,避免問(wèn)題再發(fā)生在客戶身上,并持續(xù)追蹤正確日期及效果,以及是否會(huì)衍生另外的問(wèn)題,記錄rework的數(shù)量及狀況)DISCIPLIINE5.IMPLEMENTPERMANENTCORRECTIVEACTIONS*Eliminaterootcausesoftheproblem.*Removeculturalbarriers.*PermanentCorrectiveActionsmustbeconcrete.*Keeptrackofexactdateofactionimplementation,lotnumber.+Eliminaterootcausesoftheproblem.+ImplementONGOINGCONTROLactionsasapplicable.+Correctproductsalreadyproduced.(針對(duì)有效解決問(wèn)題的永久對(duì)策要能排除真因的再現(xiàn),追究正確導(dǎo)入日期,Lot等記錄.完成質(zhì)量控制動(dòng)作.)DISCIPLIINE6.VERIFYEFFECTIVENESSOFACTIONS*Verifybothcontainmentandpermanentactions*Usedatatoconvinceteamofeffectiveness*Keeptrackofdatesandeffectivenesspercentagessothatthecustomerknowswhenandhowmuchoftheproblemwentaway.+Measureeffectivenessofactionsidentifiedinthestep4and5inquantifiableterms.RecordtheDPPMondateofhappenandcorrectioninOQAandPQC.(追蹤并記錄效果確認(rèn),提供OQA,PQC問(wèn)題檢出時(shí)以及對(duì)策導(dǎo)入后的DPPM,至少三天)DISCIPLIINE7.PREVENTRECURRENCE*ChangeCulture*Wishlist+Modifymanagementandoperatingsystemspractices,proceduresandprocessestopreventrecurrenceofsimilarproblem.(將防止問(wèn)題重現(xiàn)的管理方式,作業(yè)標(biāo)準(zhǔn),質(zhì)量程序,依現(xiàn)況作更完整有效地調(diào)整)DISCIPLIINE8.CONGRATULATEYOURTEAM*Keepitshort*Besincere+Recognizethecooperationcontributionoftheteammember.Details5.1The8-D(8-Disciplineworksheet)formorsimilarformatshouldbeusedwhen:5.1.1 TheProduction/FieldmeetstheagreedDPPMgoalbutonefailuresymptomcontributesmorethan20%tothesupplierattributablefallout.Adefectoccurredthatshouldhavebeencontainedwithinthemanufacturingprocess.ThedefectisinducedbytheProduction'sprocess.ThefailingparameterwasnottestedbyProduction.5.2Containment/CorrectiveActionRequirementsDefinitions:Containment-shortterm,temporaryfix CorrectiveAction-longerterm,permanentfixWherecontainmentactionhasbeenrequested,thesuppliershouldperformariskassessmentoftheexposureintheirfinishedgoods.Thiswouldnormallybebasedonafunctional/visualscreenofastatisticallysignificantsample. 5.3 Goals1.Containmentplanavailablewithin2workingdaysofreceiptof8-D2.Containmentplanimplementedwithin5workingdaysofreceiptof8-D3.Correctiveactionplanavailablewithin5workingdaysofreceipt8-D4.QAagreedCorrectiveActioninplacewithin3monthsofreceiptof8-DThegoalssetherearegeneralguidelines;each8-Dsituationshouldbeassessedforitscriticalityandurgency.ExplanationofResponsibilityforteammembers:5.4.1 Initiatethe8-DCopythe8-Dtoallrelatedmanufacturingsites(asapplicable) 5.4.2Shallprovideresponsesin8-Dformat.Communicate8-DdetailsinternallynecessaryRespondwithContainment/CorrectiveActionPlansaspergoalsProvideweeklyupdatestoQAasperregularreportplanAchievegoalsontimescalesforimplementationofcontainmentandcorrectiveactionsCommunicatecorrectiveactionplantoallsuppliersitesforawareness5.5 Explanationforeachdiscipline:5.5.1 DISCIPLINE1:TEAMMEMBERSSELECTANDRECORDINTERNALANDEXTERNALTEAMMEMBERSSELECTATEAMCHAMPION(MANAGEMENTMEMBERWHOWILLREMOVEROADBLOCKSFORTHETEAM)SELECTATEAMLEADER(AMEMBERWHODIRECTSEFFORTSANDTAKESRESPONSIBILITYFORTEAM)5.5.2 USETERMSUNDERSTOODBYTHECUSTOMERDESCRIBETHECHANGEINCONDITIONORPRE-EXISTINGCONDITIONWHICHCAUSEDTHEPROBLEMEXPRESSTHECONDITIONINQUANTIFIABLETERMS5.5.3 DESCRIBEWHO,WHAT,WHENANDHOWYOUWILLCAPTUREANDCONTAINTHEDEFECTSNOW,ANDPREVENTTHEMFROMGETTINGTOTHEUSTOMERCONSIDERTHEEFFECTOFTHECONTAINMENTPLANON:COSTDELIVERYINDUCEMENTOFOTHERTYPESOFDEFECTS5.5.4 DISCIPLINE4:DEFINETHEROOTCAUSEDESCRIBEWHYTHECHANGEINCONDITIONOCCURRED,ORIDENTIFYTHE"HOLE"INTHESYSTEMWHICHALLOWEDTHEPRE-EXISTINGCONDITIONTOGOUNDETECTEDCATEGORIZETHEROOTCAUSES,e.g.MATERIAL,MACHINE,METHODS,MANPOWER,METHODS,ENVIRONMENT5.5.5 DISCIPLINE5:IMPLEMENTPERMANENTCORRECTIVEACTIONSDESCRIBEWHO,WHAT,WHENANDHOWYOUWILLIMPLEMENTCHANGESINMATERIAL,MANPOWER,METHODS,ETC.TOTOTALLYELIMINATETHEROOTCAUSEOFTHEPROBLEMCONSIDERPERMANENTC/APLANIMPACTUPON:-INDUCINGOTHERTYPESOFDEFECTSELIMINATIONOFCONT