Leading and carrying out
problem solving
activities through
Global 8D
Business-Improvement Techniques
Problem Solving
Business-Improvement Techniques
Cooperative Learning
Version 1.0
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Business-Improvement Techniques
Problem Solving
The Business-Improvement Techniques (B-IT) Programme has been developed by Results
Consortium Limited based on ‘The Results Method’ of training to support the implementation of
enterprise improvement and change programmes.
Contact Results on 01371 859344 or via www.resultsresults.co.uk for more information on their
Master Class Programmes and ‘The Results Method’.
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Business-Improvement Techniques
Problem Solving
The objective of this module is to enable you to lead and carry out problem solving
activities through Global 8D.
What this module covers
This module covers the skills and knowledge needed to carry out and lead problem
solving activities using the Global 8D process. Problems could occur in any aspect of
an organisation. You will be expected to take or lead prompt and appropriate action
to identify, analyse, approve and implement corrective actions to solve the problem.
You will be required to carry out or lead investigations into problems by obtaining
and evaluating all the necessary data and information, to enable you to identify,
evaluate and justify the possible corrective actions and their effects on both the
process and the people involved.
Your responsibilities will require you to comply with organisational policy and
procedures for the successful implementation of the corrective actions to problems,
and to report any difficulties that yo9u cannot personally resolve to the relevant
authority.
Your knowledge will provide a good understanding of a structured approach to
problem solving – Global 8D. You will be conversant with organisational procedures
and systems, including methods of evaluating the outcomes of the problem solving
activity. Your knowledge will enable you to take an informed approach to applying
problem solving techniques and procedures to a range of problems, and will provide
a sound basis for carrying out the activities to the required standard.
You will be fully aware of any health, safety and environmental requirements, and
the appropriate legislative and regulatory frameworks applicable to your area of
work. You will be required to ensure that safe working practices are maintained
throughout, and will understand the responsibility you owe yourself and others in the
work area.
Welcome
By the time you have completed this module, you will understand:
If you’ve got a problem?
The need and benefits of a disciplined approach
The Global 8D problem solving process.
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Problem Solving
If you’ve got a problem?
…something has probably changed. That change may have occurred gradually,
abruptly or maybe expectations have changed and you now know you’ve actually
never been there!
‘So me thing Cha ng e d ’
Gra d ua lly Ab rup tly
Exp e c ta tio n Exp e c ta tio n
Le ve l o f Le ve l o f
Pe rfo rm a nc e Pe rfo rm a nc e
Ac tua l Ac tua l
Tim e Tim e
‘Ne ve r Be e n The re ’
Le ve l o f De sire d
Pe rfo rm a nc e
Ac tua l
Tim e
Definition – Problem:
A deviation from the norm or expected result, root cause unknown.
Put simply, something has gone wrong
and you don’t know why!
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Problem Solving
The need and benefits of a disciplined approach
Humans have the ability to link an event to an outcome or a CAUSE to an EFFECT.
Unlike rabbits, for example, who do not link the act of mating with
the potential outcome of the birth of a colony of bunnies???
There are four patterns of thinking that we have learned to use to
survive and thrive:
1. Situation Analysis
2. Problem Solving
3. Decision Making
4. Problem Prevention
When we cooperate in problem solving activities using a structured approach, we
become very effective at identifying symptoms, defining problems, establishing
causes and taking actions that solve, prevent and lead to improvement.
The structured approach prescribed in this module is Global 8D. This is most
effectively applied when:
1. There is a definition of the symptom(s). That is, the symptom has been quantified.
2. The customer(s) and affected parties who experienced the symptom(s) have been
identified.
3. Measurements taken to quantify the symptom(s) demonstrate that a performance gap
exists, AND/OR the priority (severity, urgency, growth) of the symptom warrants
initiation of the process.
4. The cause is unknown.
5. Management is committed to dedicate the necessary resources to fix the problem at the
root-cause level and to prevent recurrence.
6. Symptom complexity exceeds the ability of one person to resolve the problem.
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Item 6 implies the need for teamwork. Global 8D explicitly requires teamwork.
Please refer to Modules:
Contributing to effective team working
Leading effective teams
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Problem Solving
The Global 8D problem solving process
D0
Prepare for the Global 8D Process
D1
Plan
Establish the Team
D2
Describe the Problem
D3
Develop the Interim Containment Action
D4
Do
Define and Verify Root Cause & Escape Point
D5
Choose & Verify Permanent Corrective Actions (PCA’s)
D6 Check
Implement & Verify Permanent Corrective Actions(PCA’s)
D7
Prevent Recurrence
Act
D8
Recognise Individual and Group Contributions
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DØ Prepare for the Global 8D Process
In response to a symptom, evaluate the need for the G8D process. If necessary,
provide Emergency Response Action to protect the customer, and initiate the G8D
process.
D1 Establish the Team
Establish a small group of people with the process and/or product knowledge,
allocated time, authority, and skills in the required technical disciplines to solve the
problems and implement corrective actions. The group must have a designated
Champion and Team Leader. The group initiates the team building process.
D2 Describe the Problem
Describe the internal/external problem by identifying ‘what is wrong with what’, and
detail the problem in quantifiable terms.
D3 Develop the Interim Containment Action (ICA)
Define, verify and implement the Interim Containment Action (ICA) to isolate the
effects of the problem from any internal/external customer until Permanent
Corrective Actions (PCAs) are implemented. Validate the effectiveness of the
containment actions.
D4 Define and Verify Root Cause and Escape Point
Isolate and verify the root cause by testing each possible cause against the Problem
Description and test data. Also isolate and verify the place in the process where the
effect of the root cause should have been detected and contained but was not (escape
point).
D5 Implement and Validate Permanent Corrective Actions (PCAs)
for Root Cause and Escape Point
Select the best permanent corrective action to remove the root cause. Also select the
best permanent corrective action to address the escape point. Verify that both
decisions will be successful when implemented without causing undesirable effects.
D6 Implement and Validate Permanent Corrective Actions (PCAs)
Plan and implement selected Permanent Corrective Actions. Remove the ICA. Validate
the actions and monitor long-term results.
D7 Prevent Recurrence
Modify the necessary systems including policies, practices and procedures, to prevent
recurrence of this and similar problems. Make recommendations for systemic
improvements, as necessary.
D8 Recognise Team and Individual Contributions
Complete the team experience, sincerely recognise both team and individual
contributions, and celebrate.
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DØ - Prepare for Global 8D
Define and quantify
INPUT
symptom; identify
Awareness of
customer and
the symptom
affected parties
NO Is an Emergency
Response Action
required?
YES
Select ERA
and verify
ERA
No
verified?
YES
Develop action
plan, implement
and validate ERA
ERA
No
validated?
YES
Gather and
review available
data
NO
Does the
NO Do we YES Address symptom
proposed G8D
have enough using other
meet the application
information? methods
criteria?
YES
Will the new
YES
G8D duplicate Provide data to
an existing existing G8D team
G8D?
NO
Initiate the OUTPUT
Ford Global G8D process
8D process initiated
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Assessing Questions
Emergency Response Action (ERA)
1.Are Emergency Response Actions necessary?
2.Is a Service Action required as part of the emergency response?
3.How was the Emergency Response Action verified?
4.How was the Emergency Response Action validated?
G8D Application Criteria
5. How well does the proposed G8D meet the Application Criteria?
Is there a definition of the symptom(s)?
Has (have) the G8D customer(s) who experienced the symptom(s) and, when appropriate,
the affected parties, been identified?
Have measurements taken to quantify the symptom(s) demonstrated that a performance
gap exists AND/OR has the priority (severity, urgency, growth) of the symptom warranted
initiation of the process?
Is the cause unknown?
Is management committed to dedicating the necessary resources to fix the problem at the
root-cause level and to prevent recurrence?
Does the symptom complexity exceed the ability of one person to resolve the problem?
Other
6. Will the new G8D duplicate an existing G8D?
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D1 - Establish the Team—
INPUT
Identify Champion
8D Process Initiated
Identify Team Leader
Determine skills and
knowledge team will
need
Select team members
Establish team goals
and membership roles
Establish operating
procedures and OUTPUT
working relationships Team Established
of the team
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Assessing Questions
Warm Up
1. What have you done to make the room user-friendly?
2. When and where will the team meet?
3. What has been done to help team members build their relationships with each other?
4. What has been done to help team members focus on the team's activity?
5. Has the purpose of the meeting been stated?
6. Has the team been informed of the agenda for the meeting?
Membership
7. Are the people affected by the problem represented?
8. How is the G8D customer's viewpoint represented?
9. Does each person have a reason for being on the team?
10. Is the team large enough to include all necessary input, but small enough to act effectively?
11. Does the team membership reflect the problem's current status?
12. Do the team members agree on membership?
Product/Process Knowledge
13. What special skills or experience will the team require in order to function effectively?
Operating Procedures and Working Relationships
14. Have the team's goals and membership roles been clarified?
15. Does the team have sufficient decision-making authority to accomplish its goals?
16. How will the team’s information be communicated internally and externally?
17. Do all members agree with and understand the team's goals?
Roles
18. Has the designated Champion of the team been identified?
19. Has the Team Leader been identified?
20. Are team members’ roles and responsibilities clear?
21. Is a Facilitator needed to coach the process and manage team consensus?
Common Tasks
22. Have all changes been documented (e. g., FMEA, control plan, process flow)?
23. Do you have the right team composition to proceed to the next step?
24. Have you reviewed the measurable(s)?
25. Have you determined if a Service Action is required?
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Problem Solving
D2 - Describe the Problem
INPUT
Review available data
Team Established
Go to D0, NO
YES
Application Criteria Can symptom
Step, for be subdivided? Does problem Does problem
Each Symptom describe a NO
YES describe a
NO
"something changed" "never been there"
situation? situation?
State symptom as an YES
object and a defect
Use alternative methods
Do we know YES Use G8D
NO
(e.g., DOE, process
cause? process ? improvement approaches,
(Repeated Whys) innovation)
NO
YES
Suspend
Document problem
G8D
statement
Initiate development of
problem description Supplement Use alternative methods
YES
(IS/IS NOT) G8D process (e.g., DOE, process
with alternative improvement approaches,
methods? innovation)
NO
Identify process flow
Review problem
description with
Identify additional data customer and affected
required parties
OUTPUT
Problem Description
Collect & analyze
additional data
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Problem Solving
Symptom
1. Can the Symptom be subdivided?
Problem Statement
2. Has a specific Problem Statement been defined (object and defect)?
3. Have Repeated Whys been used?
4. What is wrong with what?
5. Do you know for certain why that is occurring?
Problem Description
6. Has IS/IS-NOT Analysis been performed (what, where, when, how big)?
7. When has this problem appeared before?
8. Where in this process does this problem first appear?
9. What, if any, pattern(s) is (are) there to this problem?
10. Are similar components and/or parts showing the same problem?
11. Has the current process flow been identified? Does this process flow represent a
change?
12. Have all required data been collected and analysed?
13. How does the ERA affect the data?
14. Is there enough information to evaluate for potential root cause?
15. Do you have physical evidence of the problem?
16. Has a Cause & Effect Diagram been completed?
Type of Problem
17. Does this problem describe a ‘something changed’ or a ‘never been there’
situation?
Review of Problem Description
18. Has the Problem Description been reviewed for completeness with the G8D
customer and affected parties?(Has concurrence been obtained from the G8D
customer and the affected parties?)
19. Should this problem be reviewed with executive management?
20. Should financial reserves be set aside?
21. Should any moral, social or legal obligations related to this problem be considered?
Common Tasks
22. Have all changes been documented (e. g., FMEA, control plan, process flow)?
23. Do you have the right team composition to proceed to the next step?
24. Have you reviewed the measurable(s)?
25. Have you determined if a Service Action is required?
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D3 - Develop the Interim Containment Action (ICA)
Is
INPUT NO
ICA Go to D4
Problem Description
required?
YES
Evaluate ERA
Identify & choose the
"best" ICA and verify
ICA
verified? NO
YES
Develop action plan,
implement and validate
ICA
ICA validated?
NO
YES
Continue monitoring OUTPUT
ICA effectiveness ICAs Established
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D3 Assessing Questions
Before ICA Implementation
1. Are ICAs required?
2. Is a Service Action required as part of the ICA?
3. What can you learn from the ERA that will help in the selection of the ‘best’ ICA?
4. Based on consultation with the G8D Customer and Champion, have criteria been
established for ICA selection?
5. Based on the criteria established, does the ICA provide the best balance of benefits
and risks?
6. How does this choice satisfy the following conditions?
7. The ICA protects the customer 100 percent from the effect.
8. The ICA is verified.
9. The ICA is cost-effective and easy to implement.
Planning
10. Have the appropriate departments been involved in the planning of this decision?
11. Have appropriate Advanced Product Quality Planning (APQP) tools (e.g., FMEA,
control plans, instructions) been considered?
12. Have plans, including action steps, been identified (who needs to do what by when)?
13. Has a validation method been determined?
14. Does the customer have a concern with this ICA (is customer approval required)?
15. Have you identified what could go wrong with your plan and have preventive and
contingency actions been considered?
16. Are implementation resources adequate?
Post Implementation
14. Does the validation data indicate that the G8D customer is being protected?
15. Can the ICA effectiveness be improved?
Common Tasks
16. Have all changes been documented (e. g., FMEA, control plan, process flow)?
17. Do you have the right team composition to proceed to the next step?
18. Have you reviewed the measurable(s)?
19. Have you determined if a Service Action is required?
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D4 - Define and Verify Root Cause and Escape Point
Root Cause
Flow
INPUT
ICA Implemented
Review & update
problem description
Study the process:
inputs, outputs,
possible causes
Evaluate each cause
on the possible cause
list
Can cause be NO
Cannot be considered
verified?
for the potential
(Make problem
root-cause list
come and go?)
YES
Finalized potential
root-cause list
Root cause unknown:
Is there YES evaluate effects of each
more than one potential root cause & Root Cause
potential root interactions; Flow Part 2
cause? assign percent
contribution
NO
Does the item
account for all
known data?
NO
YES
Acknowledge the OUTPUT Escape
verified root cause Verified Root Cause Flow
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Problem Solving
Root Cause
Flow Part 2
Do the items on the
Do we need to initiate
potential root-cause YES
YES
separate G8D's for each
list total approximately 100% Go to D2
potential root cause
contribution to the
identified?
problem?
NO
NO
Evaluate alternative
methods with
Champion (e.g., DOE,
process imp.
approaches)
Use alternative methods
NO
Use G8D (e.g., DOE, process imp. Suspend
process ? approaches, innovation, G8D
robust design)
YES
Use alternative methods
Supplement G8D YES
(e.g., DOE, process imp.
process with alternative
approaches, innovation,
methods?
robust design)
NO
Acknowledge the OUTPUT
Escape
verified potential
NO Verified Potential
Flow
root-cause list Root-Cause List
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Problem Solving
Results Consortium Limited
Melville House
High Street
Great Dunmow
Essex
CM6 1AF
Tel: 01371 859344
Fax: 01371 878414
www.resultsresults.co.uk
paul.caffery@resultsresults.co.uk
a Training Provider
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