8 STEPS TO PROBLEM SOLVING
D1 IDENTIFY THE TEAM
Select a small group of people with the product or process knowledge that can have input into
solving the problem. Remember that people can be added later if necessary.
Poisons: Trying to do an 8-D for every problem; trying to be your own team; not having the
right people on your team.
D2 PROBLEM DESCRIPTION
Use a standard approach to define the real problem. Ensure the entire team has the same understanding
of the problem statement. This is your starting point to investigate the problem further. It can always be
revised later based on additional information collected during D4.
Poisons: An incomplete problem description; skipping; who/what/where/how much or many
D3 CONTAINMENT ACTION
Take action to ensure that the customer is protected and the problem does not get out of your area.
Expectation: Submit 8d through to D3 in 24 hours
Poisons: Lack of containment at the customer's site, in transit and not verifying the containment action work that the after condition
creates another adverse affect.
D4 ROOT CAUSE(S)
Identify all potential reasons which could explain why the problem occurred using a "Fishbone diagram".
Investigate all potential reasons to determine the root cause(s).
OCCURRENCE ROOT CAUSE: Explain what went wrong with the component, process, or system.
ESCAPE ROOT CAUSE: State how the problem got through the system without being detected and
stopped before reaching the customer.
Poisons: Not verifying all possible causes; choosing a symptom as a root causes; not enough time spent on
brainstorming all possible reasons.
D5 CHOOSE & VALIDATE PERMANENT CORRECTIVE ACTION
Select the solution that will elimination problem. Test your solution to make sure it will work before you fully
implement permanent solutions
OCCURRENCE CAUSE ACTIONS: chosen corrective actions necessary permanently eliminate the
occurrence root cause.
ESCAPE CAUSE ACTIONS: List the chosen corrective that eliminate the escape root cause.
EXPECTATION: Submit 8F closure plan in 7 calendar days
Poisons: Not using the whole team to generate actions; not getting experts involved at this stage; not testing what
solution will work.
D6 IMPLEMENT AND VERIFY PERMANENT CORRECTIVE ACTIONS
Create a clear action plan to solve the problem by stating WHO will do WHAT by WHEN. Verify the
corrective actions with before and after data.
Poisons: Implementing corrective action before it has been validated(D5); not documenting in plant before and
after data for verification. Letting the customer verify that it works; not coordinating action plan with all affected parties.
D7 PERMANENT PREVENTION
Ensure that the problem does not happen again ANYWHERE. Communicate your results to all areas.
Poisons: Missing this step; not communicating to other areas, not documenting or monitoring.
D8 CONGRATULATE THE TEAM
Recognize the successful efforts of the whole team.
Poisons: Missing this step; not closing 8-D with customer.
解决问题的8步法
步骤1
确定解决问题的团队
•Team Selection
选择一部分对产品或制程了解的人，这些人对问题的解决能提出有益的建议。记住可根据
情况酌情增加成员
有害做法：
想用8D来解决任何问题；想自己一个人为一个团队；团队中没有合适的成员。
步骤2 问题描述
•Problem Description
用一个标准的方法来描述问题。确保整个团队对问题的描述有同样的理解。这是更深入地
调查问题的起点。问题的描述可根据步骤4所收集的信息进行适当的修改。
有害做法：
问题的描述不完整；遗漏：谁（造成的问题）/是什么（问题）/在什么地方
（发生的问题）
步骤3 临时措施
•Interim Containment
采取措施以确保客户受到保护（没有受到进一步的影响）和问题的影响范围没有扩大。
期望：在24小时之内，8D应已完成步骤3。
有害做法：
客户那边没有采取临时措施，没有验证临时措施有没有造成其他不良后果。
步骤4
根本原因 •Root Cause Identification
用“鱼骨图”的方式列出所有可能导致此问题发生的因素。
调查所有可能的因素来决定根本原因。
发生的根本原因： 解释制程或系统什么地方出错了。
漏查的根本原因：
解释在系统上此问题（指缺陷）如何会没有被查到（漏查）和为何会
流到客户手里。
有害做法：
没有验证所有可能的原因；把表象当作根本原因；没有花足够的时间来
脑力激荡出所有可能的原因。
步骤5 选择并证实永久改正措施
•Root Cause Verification
选择可以解决问题的方案。在完全执行此方案前要测试以确保方案可行。
永久性的改正措施必须是采用防错法的。
发生的改正措施： 选择必要的改正措施永久地消除产生问题的根本原因。
漏查的改正措施：
选择改正措施消除漏查的根本原因
有害做法：
没有用整个团队来落实措施；没有让经验丰富之士参与到这一步骤中；没有
验证措施是否有效。
步骤6 执行并验证永久改正措施
•Implement Permanent Corrective Actions
写出一个明确的解决问题的行动计划，明确指出由谁来做，做什么和什么时候做。用措施前和
措施后的数据来验证措施的有效性。
有害做法：
在证实措施有效之前就实行改正措施；没有在行动计划中要求对措施前和
措施后的数据进行验证；让客户来验证措施的有效性；没有与其他相关方
协调改正措施。
步骤7
永久的防范措施 •Preventive Actions
确保问题在任何地方不再发生。把结果向有关方通报。
有害做法：
漏掉此步骤，没有把结果向有关方通报；没有文件化和继续监控。
步骤8
祝贺团队
•Team Congratulation
认可团队的富有成效的工作。
有害做法：
漏掉此步骤，没有和客户把8D结案。
解决问题的8步法
想用8D来解决任何问题；想自己一个人为一个团队；团队中没有合适的成员。
问题的描述不完整；遗漏：谁（造成的问题）/是什么（问题）/在什么地方
客户那边没有采取临时措施，没有验证临时措施有没有造成其他不良后果。
没有验证所有可能的原因；把表象当作根本原因；没有花足够的时间来
没有用整个团队来落实措施；没有让经验丰富之士参与到这一步骤中；没有
写出一个明确的解决问题的行动计划，明确指出由谁来做，做什么和什么时候做。用措施前和
在证实措施有效之前就实行改正措施；没有在行动计划中要求对措施前和
措施后的数据进行验证；让客户来验证措施的有效性；没有与其他相关方
