8D报告纠正预防措施方案

8D报告

8D Report 编号Report NO.:1 客户投诉信息描述 Description of Customer complaint 客户名称 Customer Name 问题类型 失效模式 投诉发生地点 Problem Type Failure Mode Location 投诉来源 Source 产品信息 Product Information 产品类别 Classification 关键部件料号 Key Part Part# 主题 Subject D1：团队Team 先锋 Pioneer 成员 Team Members D2：问题描述 Problem Description 500张《仙湖植物园车辆专用通行证》中，证卡表面打印错误。“植”打成“值” 编制人： Initiated By: D3：应急措施Containment Action(s) 可插入文本、附件(文件、图片等)Insert Text and/or attachments (documents, pictures, etc.) 无。证件已经下发。 责任人： Responsible: D4：根本原因 Root Cause(s) 可插入文本、附件(文件、图片等)Insert Text and/or attachments (documents, pictures, etc.) 4月2日市场部临时接到交通局紧急制证需求，制作《仙湖植物园车辆专用通行证》，市场部杂证组没有按照管理体系要求，先由客户签字确认排版，再进行批量印刷。其次，对版面没有进行仔细检查，导致通行证上出现错字。 责任人： Responsible: D5：纠正措施 Permanent Corrective Action(s) 可插入文本、附件(文件、图片等)Insert Text and/or attachments (documents, pictures, etc.) 严格按照管理体系流程执行。 杨兰英 完成日期: Completion Date: 完成日期: Completion Date: 日期: Date: 2012/4/6 组长 Team Leader 产品型号及名称 产品料号 问题产品批号 关键部件型号及名称 Product Model and Name Product Part# Product Lot No. Key Part Model and Name ----------------- 关键部件批号 问题产品数量 问题严重程度 Key Part Lot No. Defective Qty Problem Severity 接收日期 2012/4/5 Date Received D0：准备 Preparation 精品word文档

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责任人： Responsible: D6：效果验证 Effectiveness Verification 可插入文本、附件(文件、图片等) Insert Text and/or attachments (documents, pictures, etc.) 责任人： Responsible: 完成日期: Completion Date: 完成日期: Completion Date: D7：防止再发生 Actions to Prevent Recurrence 可插入文本、附件(文件、图片等) Insert Text and/or attachments (documents, pictures, etc.) 责任人： Responsible: 完成日期: Completion Date: D8：关闭、总结及经验 Closure - Conclusion - Learning 可插入文本、附件(文件、图片等) Insert Text and/or attachments (documents, pictures, etc.) 责任人： Responsible: 是否关闭？ Closure？ Remark 关闭日期: Closed Date: 日期: Date: □ 是 □ 否 □ Yes □ No 备注 客户意见、未关闭的原因等 Customer Comment，reason of unclosed, etc. 关闭人： Closed By:

8D栏位说明： 各栏位填写说明Column filled instruction: 1.如果栏位空间不够，请自行调整或增加必要的附件；If the space isn't enough, pls adjust the size or add necessary attachments; 2.在必要栏位插入图片、附件、压缩文件、图表等内容；Insert pictures, files, attachments, compress files, charts, etc. if necessary; 3.信息栏位不适用时，请用“ \\ ”表示； If the item is not applicable, pls fill ' \\' in it. 填写单位 模板项目 Responsible Template Item to complete 解释说明 Explanation 各事业部根据文件定义给出的报告编码（待客户抱怨系统上线后系统自动生成编编号Report No.: 码）Report No. is assigned by each Group/Division according to the document requirements. It will be assigned automatically after using the Customer Complaint Management System. 客户名称 \\ 精品word文档

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Customer Name 精品word文档

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问题类型 Problem Type 失效模式 Failure Mode 抱怨发生地点 Location 抱怨来源 Source 产品类别 Classification 产品型号及名称 Product Model and Name 产品料号 Part# 问题产品批号 Product Lot No. 关键部件型号及名称 Key Part Model and Name 关键部件料号 Key Part Part# 关键部件批号 Key Part Lot No. 问题产品数量 Defective Qty 问题严重程度 Problem Severity D0、D1 主题 Subject 接收日期 Date Received 先锋 Pioneer 问题类型指如外观、电性能、尺寸等 For Example: Cosmetic, Electrical capability, Dimension, etc. 失效模式指如：脏污、划伤、划痕等 For Example: Dirt, Scratch, etc. 抱怨发生的地点 The location where the complaint occurred 抱怨是来自哪里的投诉，如来自市场投诉，客户工厂等 Where the complaint arises from, such as: market, customer factory, etc. 产品分类，如：电池、电芯、机构件、塑胶件等 Product Classification, such as battery, cell, housing, plastic, etc. 具体产品的型号及名称 The model and name of the failure product \\ \\ 如：电池的关键部件是电芯 Example：Cell is the key part of Battery \\ \\ 分选出在各环节产生不良产品的数量 Quantity of defective product found from sorting activities at each process stage 严重程度根据各事业部文件中定义的客户抱怨等级（如：重大、严重、一般、轻微）Problem severity can be defined according to the document of each Group/Division, e.g. Significant, Major, General, Minor. 抱怨的主要内容，一句话概述 Main content of the complaint describe as a subject 抱怨接受到的时间 The time when accepted the complaint. 一般为主管阶层，监督小组的进度,支援及对决策决定权力。The person often comes from the management in general, responsible for supervising, supporting and decision-making in the team work. 领导小组成员按计划完成小组各项活动 Lead the members to complete each activity according to the action plan. 各部门相关人员，如：PE, QA, ME,…等相关人员 Relevant personnel of each dept., e.g. PE, QA, QE, ME, etc. 陈述接受到抱怨的具体内容，可插入附件、图片等相关信息 Describe the 组长 Team Leader 成员 Team Members D2 问题描述 Problem Description 责任人 Responsible: 完成日期 Completion Date: content of this complaint, and insert relevant information such as attachments, pictures, etc. 编制此份报告者Name of individual responsible for establishing this report 问题描述填写完成时间 The date when the problem description filled out 精品word文档

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D3 描述接受到客户抱怨所采取的应急措施，含对在制品，运输途中，仓储，顾客工应急措施Containment Action(s) 责任人 Responsible: 完成日期 Completion Date: D4 从发生原因、流出原因、流出而未检测出等方面进行详细的分析，可插入分析图、根本原因 Root Cause(s) 数据、图片等进行说明（7天内完成）Use this section to provide a detailed . explanation/results of the Root Cause Analysis including occurred reason, escape reason, escape but not detected reason. Insert analysis chart, data, pictures to demonstrate.(completed within 7 days). 责任人 Responsible: 完成日期 Completion Date: D5 纠正措施 Permanent Corrective Action(s) 责任人 Responsible: 完成日期 Completion Date: D6 效果验证 Effectiveness Verification 责任人 Responsible: 完成日期 Completion Date: D7 证明通过改善可以防止类似问题的发生或将此改善行动拓展于类似的过程以防止防止再发生 Actions to Prevent Recurrence 再发或标准化于我们现行的过程，（如：控制计划，形成文件，设备、夹具改造等）Use this section to provide improvement evidence to prevent complaints recurrence; or transform preventive actions into process or standardize our current process to avoid recurrence. (Control plans, documents, equipment/jig updates, etc.) 提供相关的证据显示问题已得到改善，如：图片、文件、数据等（14天内完成）Provide relevant evidences to prove the problem has been improved, e.g. pictures, documents, data, etc.(completed within 14 days) 验证人 Name of individual responsible for verifying the effectiveness 验证完成时间 The completion date of verification 描述详细的纠正措施计划，跟进计划执行情况并提供相应的证据（含：图片、数据、图表、测试报告等）（14天内完成）Use this section to provide a detailed explanation of the Corrective Action Plan, follow up the implementation of plan and provide relevant evidences (pictures, data, charts, inspection reports, etc). (completed within 14 days) 措施执行人 Name of individual responsible for implementing the action. 措施完成时间 The completion date of actions 分析原因责任人Name of individual responsible for root cause analysis 根本原因分析完成时间 The completion date of root cause analysis 厂等地方采取的措施（24小时内完成）Describe actions after receiving customer complaints, it contains the actions taken on products on-line, in-delivery, storage and customer factory, etc.(completed within 24 hours) 制定应急措施的责任人Name of individual responsible for establishing emergency action 应急措施的完成时间 The completion date of containment actions 精品word文档

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责任人 Responsible: 完成日期 Completion Date: D8 关闭、总结及经验 Closure - Conclusion - Learning 责任人 Responsible: 日期 Date: 是否关闭？Closure？ 备注 Remark 关闭人 Closed By: 关闭日期 Closed Date: 预防措施制定和执行者 Name of individual responsible for the establishment and implementation of preventive action 预防措施完成时间 The completion date of preventive actions 内部对此次抱怨的经验总结 The internal Closure - Conclusion - Learning of this complaint Customer Customer 8D小组组长 Name of Team leader 小组组长填写完成日期 The completion date of the team leader 客户确认此问题是否关闭 Customer's confirmation on the closure of this complaint. 客户对是否关闭情况的说明 Customer's explanation 内部与客户联系确认关闭的责任人 The internal responsible personnel confirms the problem is closed with the customer. 与客户确认关闭的日期 The closed date which confirmed with customer.

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