8D Problem Solving Process
Here's a problem solving (investigation) tool used by National
Semiconductor to identify, correct and eliminate the recurrence
of quality problems. While it's quality based, it would also work
well for recurring incidents in the workplace.
8D is a problem-solving methodology for product and process
improvement. It is structured into eight disciplines, emphasizing
team synergy. The team as whole is better and smarter than the
quality sum of the individuals. Each discipline is supported by
a checklist of assessment questions, such as "what is wrong
with what", "what, when, where, how much".
The Eight Disciplines
- Use Team Approach. Establish a small group of people with
the knowledge, time, authority and skill to solve the problem
and implement corrective actions. The group must select a team
leader.
- Describe the Problem. Describe the problem in measurable
terms. Specify the internal or external customer problem by
describing it in specific terms.
- Implement and Verify Short-Term Corrective Actions. Define
and implement those intermediate actions that will protect the
customer from the problem until permanent corrective action
is implemented. Verify with data the effectiveness of these
actions.
- Define and Verify Root Causes. Identify all potential causes
which could explain why the problem occurred. Test each potential
cause against the problem description and data. Identify alternative
corrective actions to eliminate root cause.
- Verify Corrective Actions. Confirm that the selected corrective
actions will resolve the problem for the customer and will not
cause undesirable side effects. Define other actions, if necessary,
based on potential severity of problem.
- Implement Permanent Corrective Actions. Define and implement
the permanent corrective actions needed. Choose on-going controls
to insure the root cause is eliminated. Once in production,
monitor the long-term effects and implement additional controls
as necessary.
- Prevent Recurrence. Modify specifications, update training,
review work flow, and improve practices and procedures to prevent
recurrence of this and all similar problems.
- Congratulate Your Team. Recognize the collective efforts
of your team. Publicize your achievement. Share your knowledge
and learning.
Source: National Semiconductor
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