8D Problem Solving

We have all heard of 'Murphy's Law' and know that problems will occur in any organisation, system or process - usually at the most inconvenient moment. The challenge is to deal with those problems quickly and efficiently before they cause unnecessary chaos and if possible prevent them recurring. This requires a methodical problem solving approach, ensuring an accurate diagnosis, and addressing the 'root cause' of the problem.

The 8D problem solving technique provides a logical process for investigating and solving problems that can be applied in many different situations, including:-

Product design and development
Process design and improvement
Fault finding
Improving customer service
Continuous Improvement Initiatives

The 8D methodology guards against the common mistakes made by individuals or problem solving teams, who frequently develop elegant solutions to the wrong problem - or disguise the evidence of failure with quick fixes without finding the root causes.

The beauty of the 8 D method is its simplicity and flexibility, allowing it be adapted to different situations and circumstances. This means that it can be used by individuals investigating local problems in their own workflow, or multi-disciplinary teams investigating more complex issues that cross functional and departmental boundaries.

The 8 D approach recognises 8 discrete steps or disciplines, in the problem solving process and guides users through the process, and encouraging them to document the outcomes so that the lessons learnt are available for future reference.

The Global 8D (G8D) favoured by Ford and their supply chain also recognises a preliminary step of 'awareness' - sometimes called "D0" before the start of any formal problem solving activity, and the process is described below:-

Step	Activity	Expected outcome
D0	Awareness	The problem or opportunity for improvement is recognised, and a commitment made to find a solution
D1	Team preparation	A problem solving team is formed and given the authority to solve the problem, with the support of management.
D2	Describe the problem	The problem is clearly described and quantified, eliminating misleading assumptions about the problem to be solved
D3	Interim Containment Plan	Action is taken to 'contain the problem', ensuring that the problem does not disrupt downstream processes or have an immediate impact on consumers
D4	Root Cause Analysis	The root causes of the problem are identified, and 'escape points' identified at which the problem could be detected and prevented
D5	Corrective Action Design	Corrective actions have been identified, and assessed to determine how effective they will be and the risk of implementation assessed
D6	Implementation	Corrective actions and process improvements are implemented, following an action plan that minimises risk and potential disruption to existing processes
D7	Prevention	The problem history is reviewed to identify why it was not prevented, and to address any weaknesses in the existing quality and process management systems
D8	Recognition	The problem solving team are recognised for their efforts and the 'lessons learnt' communicated to other employees - stimulating further continuous improvement activities.

The 8d / G8d problem solving approach can be used at many different levels, and can be used by most employees as part of the continuous improvement process with some basic training.

More significant or complex problems may require expertise from other departments, or partners in the supply chain - and some teams will benefit from the insights of an external trouble shooter who may be able to:-

Probe the pre-conceived ideas and conventional wisdom of team members
Help you discover what you already know, but have forgotten, about your processes
Suggest alternative theories that explain the causes of failure
Undertake more detailed research to find or eliminate potential causes
Help develop and implement creative solutions that prevent problems recurring
Help the team communicate complex technical issues within the organisation

For help implementing 8D or Global 8D problem solving in your organisation - or help to tackling really difficult problems please call or e-mail Phil Stunell now.

Updated 29 October 2007

For help, advice, training or support to improve your business performance

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Phil Stunell, Director, Stunell Technology

Stunell Technology

11 St James Garden
Leyland
PR26 7XA

Independent
advice and expertise to improve business performance

Tel: + 44 (0)1772 452240

phil@stunell.com

Fax: +44(0)870 6221746

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