Quality Progress - December 2016 - 80


BACK TO BASICS

BY MATTHEW BARSALOU

In the Loop
Use 8D reports to track the status of customer complaints
AN 8D REPORT is a quality report suppliers use to inform a customer about the
status of complaint-related actions. This
type of report is often used in the automotive industry, but can and should be used
in other industries.
The name 8D report refers to the eight
disciplines (or steps) that must be taken
when managing a customer claim.1 An
8D report is typically created in either a
template or generated by a complaints
management program. The exact layout
varies from organization to organization.
The top of the 8D report, however,
always contains useful administrative
information. The issue should be assigned

The root cause analysis (RCA) section

After the problem has been corrected,

an individual report number and a descrip-

may be the longest, and if necessary, it can

actions must be taken to ensure it can't

tive issue name for tracking purposes.

continue on a second page. The RCA sum-

recur elsewhere. This covers comparable

The part number and description of the

mary should provide the customer with

products or processes as well as future

claimed part also should be listed. It can

confidence that the root cause has been

products that may have the same problem.

be helpful to include the customer and the

understood and verified. It also should de-

Typical actions include updating failure

supplier's numbers as well. With each ver-

scribe the quality tools used to investigate

mode and effects analysis for designs

sion, include the date that the claim was

the problem.

or processes, as well as updating the

raised and the date of the latest revision.

The RCA summary can be used as

control plan. The final step in the 8D is to

documentation if a customer complaint is

congratulate the team members for their

the first step is to form and list an inter-

rejected. Evidence that the part in ques-

contributions. QP

disciplinary team. A team leader must

tion is not the cause of the customer's

be designated, and there should be a

problem should be detailed. Simply writ-

champion available to support the team.

ing "complaint rejected" is not an accept-

Often, the champion will be a member of

able response to a customer complaint.

Following the administrative details,

management responsible for the depart-

1. Laurie Rambaud, 8D Structured Problem Solving: A Guide
to Creating High Quality 8D Reports, second edition,
PHRED Solutions, 2011.

The next section contains a description

ment in which the problem is thought to

of the planned corrective actions. These

have originated. Additional team members

actions should be based on the root cause

from departments potentially affected also

and must be verified to ensure that they will

must be designated.

correct the problem. It also is important to

The next step is the problem descrip-

ensure corrective actions don't introduce a

tion. This may sound simple, but it is a criti-

new problem. The planned implementation

cal step for properly investigating the issue.

date should be listed along with the name

The problem description should describe

of the person responsible for implementing

the problem as viewed by the customer,

the actions. The implemented corrective

not the organization. Also, don't forget to

actions are listed together with the date

include the number of reported units.

they were implemented.

80 QP * www.qualityprogress.com

REFERENCE

MATTHEW BARSALOU is a statistical
problem resolution Master Black Belt
(MBB) at BorgWarner Turbo Systems
Engineering GmbH in Kirchheimbolanden, Germany. He has a master's
degree in business administration and
engineering from Wilhem B├╝chner Hoschschule in Darmstadt, Germany, and
a master's degree in international business and global political
economy from Fort Hays State University in Hays, KS. An ASQ
senior member, Barsalou is an ASQ-certified quality technician
and engineer, Six Sigma Black Belt, and manager of quality/
organizational excellence. He is a Smarter Solutions-certified
lean Six Sigma MBB, a technical reviewer for QP, editor of
the Statistics Division's Statistics Digest and the ASQ country
counselor for Germany.


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Table of Contents for the Digital Edition of Quality Progress - December 2016

Quality Progress - December 2016 - cover1
Quality Progress - December 2016 - cover2
Quality Progress - December 2016 - 1
Quality Progress - December 2016 - 2
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Quality Progress - December 2016 - cover3
Quality Progress - December 2016 - cover4
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