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1、Quality Issue Solving Process 品质问题处理Cultural change for all of us 改变我们文化从自己开始 2Problem问题What is happening? 出什么问题了？3When we face a problem. 当我们面对出现的问题Problem问题we usually try and fix it quickly 我们通常会尝试解决并尽快处理 4“CONTAINMENT ” “堵漏”Problem问题Containment 堵漏Stop water from dripping on the floor 防止水滴到地板上5Sto
2、p it now : Containment action 阻止问题：围堵行为n Contain an issue means “stop the bleeding” immediately n 围堵行为就是立刻“阻止流血”oan action is implemented as quickly as possibleo最快地采取行动 oto eliminate or limit the critical effects of the issueo消除或限制问题的不良影响Examples from our fields: o stock recall,o stock checking,o pr
3、oduction stop,o sales blocking,o asking operators to be carefulo asking suppliers to be carefulo etcProblem问题Containment 堵漏例子: o 产品召回,o 库存品核查,o 停止生产,o 限制销售,o 要求操作者注意o 要求供应商注意o 等等6n Did we really 我们真solve the problem? 解决了问题吗? n Is asking people to be careful 要求人们注意 really a solution?真解决问题了吗?BUT. 但是.P
4、roblem问题Containment 堵漏7Are you sure the same problem will not happen again? 你能确保同样的问题 不再出现吗?Problem问题Containment 堵漏8Identify the root cause 查明根本原因 n Use the “5 whys” approach until you find the root cause(s) n 采用“5个为什么”的方法来找出根本原因 “ Why is the floor wet?” “ 地面为什么湿了?” Because the pipe is leaking因为管子漏了
5、“ Why does the pipe leak?”“ 管子为什么会漏?” Because the gasket is damaged因为接头坏了“ Why .?” “ 为什么 .?”Problem问题Containment 堵漏9“CORRECTION ”修正措施Change the damaged part 更换损坏部件This is WHY: Damaged Gasket!Problem问题Containment 堵漏Correction修正问题的原因: 损坏的接头垫片10Fix it once and for all : Corrective action 一劳永逸地解决问题: 修正行
6、动n Correct an issue means “to eradicate it” definitelyoEliminate it and make sure that it wont happen againExamples from our fields:o Mistake proofing, o Design change, o Supplier manufacturing process change, o etc.n 修正意味着“彻底解决问题”o彻底解决问题并确保问题不再出现Problem问题Containment 堵漏Correction修正例子:o 防错装置,(电脑显示器D型
7、接头,USB接头)o 设计调整, o 供应商修正生产过程, o 等等.11Are you sure it will not happen again elsewhere ? Problem问题Containment 堵漏Correction修正你能确保类似问题不 会在其它地方出现吗? 12Change similarly affected part 更换类似的易损部件This one was installed at the same time and will also leak soon. I must change it too!“PREVENTION ” “预防措施 ”Problem问
8、题Containment 堵漏Correction修正Prevention预防13Dont let it happen elsewhere: Prevention 避免同样问题在其它地方重复出现：预防措施 n Extending your solution to other similar areas n 将解决方案应用到其它类似地方 oThis will greatly reduce the risk to have the problem occur somewhere else.o极大降低其它地方出现相同问题的风险Examples from our fields: o Spread to
9、 other lines o Spread to other plants, o New technology enforced by suppliers, o etc.Problem问题Containment 堵漏Correction修正Prevention预防例子： o 扩展到其它生产线 o 扩展到其它工厂, o 对供应商推广新技术, o 等等。14Synthesis: Customer-centric attitude 总结：以客户为中心的态度nOnce you have a problem:一旦你遇到问题： Stop it immediately立刻处理- its a containment action !- 围堵行动 !Fix it once and for all 从根本解决问题 its a corrective action ! - 更正行动 !Dont let it happen elsewhere防止其它地方出现同样的问题 its a preventive action ! - 预防行动 !123
