8D Problem Solving[8D问题求解]

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什么是8D问题求解法？ 释义

8D问题求解法（8D Problem Solving），是一种用以界定、矫正和消灭反复出现的质量问题的管理方法。 8D法是一种有助于产品和流程改进的结构化的问题解决方法， 它包含8个解决问题的方法步骤，其中的D，即是英文方法（Disciplines）的首字母。8D法特别强调团队协同，通常比较适合以团队为单位来解决问题。 该方法的指导思想认为，团队作为整体所拥有的智慧要远大于团队成员个体智慧的和。 8D问题求解法往往也被称作： Global 8D 问题求解法（G8D）、福特8D问题求解法（Ford 8D）、团队导向的8D问题求解法（Team Oriented Problem Solving，TOPS 8D）.
 

8D问题求解法的起源。 历史

二战期间，美国政府率先采用一种类似8D的流程——“军事标准1520”，又称之为“不合格品的修正行动及部署系统”。 1987年，福特汽车公司首次用书面记录下8D法，在其一份课程手册中这一方法被命名为“团队导向的问题解决法”（Team Oriented Problem Solving）。 当时，福特的动力系统部门正被一些经年累月、反复出现的生产问题搞得焦头烂额，因此其管理层提请福特集团提供指导课程，帮助解决难题。

8D问题解决法的运用。 应用

• 不合格的产品问题。
• 顾客投诉问题。
• 反复频发问题。
• 需要团队作业的问题。

8D问题解决法的步骤。 流程

D0。 问题出现，做好准备。 首先，需要做好实施8D的各项准备工作。 先考虑是否需要应用8D，并非所有的问题都需要用8D来解决，有些问题采取通常的防范措施就行。 而且，8D法是一种基于事实的流程作业法，需要适应于持续改善的特殊技能和组织文化。 在实施有效的8D法之前，组织也许还有必要提供一些相关的学习和培训。

• D1。 组建团队。 组建一支跨越组织各功能区域的8D团队（包括一名能力较强的指挥官），他们具有所需的知识、技能、时间和授权，能够胜任8D工作，解决问题，执行矫正方案。 为了使团队高效运作，还要进一步设置团队的结构、目标、程序、角色以及明确团队成员之间的相互关系。
• D2。 描述问题。 籍由可量化的术语， 运用5W2H分析法（who,what,when,where,why,how,how many）， 详细叙述内部/外部顾客的问题并记录之。
• D3。 实施及确认暂时性的围堵行动。 临时应对之法。 在永久性对策尚未确定之前，先对问题进行界定并实施围堵行动，以使内部/外部顾客免受问题的困扰。 根据确凿数据，确认围堵行动的有效性。
• D4。 界定及确认真正肇因。 指出所有可解释会造成该问题的可能原因。 Cause and Effect Diagram[因果图]。 然后根据D2的问题描述及相关数据，逐一测试各可能原因。 找出真正肇因，并提出消除真正肇因的方案。 注意两种平行的真正肇因存在的情况： a）事故性肇因（Root Cause of Event），系统允许问题情况发生；b）逃逸点肇因（Root Cause of Escape / Escape Point），系统允许问题情况发生且失察。
• D5。 选择并确认矫正行动。 确定所选定的矫正措施确实能为顾客解决问题，同时不会产生不良影响。 如有必要的话，根据可能出现的负面影响的严重程度，制定意外事故应对措施。
• D6。 实施永久性矫正计划。 确定并执行最好的永久性矫正措施，并实施有效控制机制，以确保该真正肇因已被消除。 一旦正式生产后，监视长期影响，若有必要，实施紧急处理措施。
• D7。 防止问题复发。 界定并执行必须的步骤，以防止同样的问题或类似问题再次发生： 改进管理系统、操作系统及工作程序，修订操作程序常规，评估工作流程，加强培训，等等。
• D8。 恭贺团队。 肯定团队的集体努力。 发表工作成果。 在组织内进行知识分享。

8D问题解决法的优势。 优点

• 发现真正肇因的有效方法，并能够采取针对性措施消除真正肇因，执行永久性矫正措施。
• 能够帮助探索允许问题逃逸的控制系统。 逃逸点的研究有助于提高控制系统在问题再次出现时的监测能力。
• 预防机制的研究有助于帮助系统将问题控制在初级阶段。

8D问题解决法的局限。 缺点

• 8D培训费时，且本身具有难度。
• 除了对8D问题解决流程进行培训外，还需要数据挖掘的培训，以及对所需用到的分析工具（如帕累托图、鱼骨图和流程图，等等）进行培训。

参考书： Rambaud, Laurie. (2006)。 8D Structured Problem Solving: A Guide to Creating High Quality 8D Reports (Spiral-bound)

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最佳实践 关于8D问题求解的最高评价的讨论主题。在这里你会找到最有价值的思路和切实可行的建议。 Using the 5 Whys in 8D Is there a 5 Whys in 8D? How does it work? (...) 27   6条评论 8D Problem Solving : D2 Phase (Describing the Problem) When we are searching for the problem root cause, as far as I know from previous knowledge, we should avoid asking: who? (...) 21   10条评论 8D Forms and Programs Is there any one that can give good reference to programs that handle 8D or web pages there I can get some 8D-forms so I (...) 17   2条评论 Emergency Response Action (ERA) in Global 8D D0 In Discipline D0 of the Global 8D Process there is also the Emergency Response Action (ERA) which needs to be implemente (...) 15   2条评论 Why is Structured Problem Solving Taking Too Long? Is anyone aware of any research that has been conducted on 'Why does problem resolution take longer than desired'? I am (...) 5   5条评论

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信息来源 有关8D问题求解的各种信息来源。在这里，您将找到Powerpoint，视频，新闻等可用于您自己的讲座和讲习班。 The 8D Problem Solving Process Step by Step In-depth Problem Solving, 8D-model, 8D Problem Solving This presentation elaborates on the 8D-problem solving process and includes the following sections: 1. Purpose and key (...) The 8 Disciplines of the 8D Process in Detail. Management Involvement in 8D Team Problem Solving, 8D-model This presentation provides an overview of the 8D-problem solving method including detailed descriptions of each of the 8 (...) First Introduction to 8D Problem Solving and Root Cause Analysis Initial Understanding of Causes of Problems, Workshops, Trainings In this video Adrian Gundy explains 3 important terms or principles you need to understand about the 8 Disciplines or 8D (...) Quality Process Improvement Tools and Techniques by Shoji Shiba Improvement of Processes, Quality Process Improvement, Reactive Problem Solving Prof. Shoji Shiba, Deming Prize winner and expert in Total Quality Management (TQM), sees quality process improvement fu (...) Employee Empowerment, Teamwork and Communication Performance Management, Employee Empowerment Colorful presentation with speaking notes about 3 tools to improve organizational performance: Teamwork, Communication a (...) 7 Steps of Problem Solving by Shoji Shiba Improvement of Processes, Quality Process Improvement, Reactive Problem Solving Prof. Shoji Shiba sees quality process improvement fundamentally as a way of solving problems. After all: If there is n (...) 8D Problem Solving Diagram Quality Assurance Download and edit this 12manage PowerPoint graphic for limited personal, educational and business use. Republishing in (...) 8D Presentation 8D preventive and corrective action system How potential and actual problems will be processes across the organization in order to be eliminated for ever thanks to (...)

研究链接 自动跳入有关以下内容的其他有用资源8D问题求解。 新闻 视频 简报 书比人好 更多

比较： Root Cause Analysis[根本原因分析]  |  Total Quality Management[全面质量管理]  |  Kaizen[改善]  |  Six Sigma[六西格玛]  |  Deming Cycle[戴明循环]  |  Theory of Constraints[约束理论]  |  Cause and Effect Diagram[因果图]  |  Delphi Method[德尔菲法]  |  Action Learning[行动学习法]

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