8D报告纠正预防措施方案.doc
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
Problem Type
失效模式
Failure Mode
投诉发生地点
Location
投诉来源
Source
产品信息Product Information
产品类别Classification
产品型号及名称
Product Model and Name
产品料号
Product 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：准备Preparation
主题Subject
接收日期
Date Received
2012/4/5
D1：团队Team
先锋Pioneer
组长Team Leader
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：日期:
2012/4/6 Initiated By: Date:
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:
完成日期: Completion Date:
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: 杨兰英
完成日期:
Completion Date:
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。
责任人：Responsible:
完成日期: Completion Date:
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:
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：完成日期:
Completion Date: Responsible:
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:日期: Date:
是否关闭？□是□否
□Yes □No
Closure？
备注
Remark
客户意见、未关闭的原因等Customer Comment，reason of unclosed, etc.
关闭人：关闭日期:
Closed By: Closed Date:
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.
模板项目Template Item
填写单位
Responsible
to complete
解释说明
Explanation
编号Report No.: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
Customer Name
\
问题类型Problem Type 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Failure
Mode
失效模式指如：脏污、划伤、划痕等For Example: Dirt, Scratch, etc.抱怨发生地点
Location
抱怨发生的地点The location where the complaint occurred
抱怨来源Source 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.
产品类别Classification 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.
产品型号及名称
Product Model
and Name
具体产品的型号及名称The model and name of the failure product
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
如：电池的关键部件是电芯Example：Cell is the key part of Battery
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 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
问题严重程度Problem Severity 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.
D0、D1
主题Subject 抱怨的主要内容，一句话概述Main content of the complaint describe as a subject
接收日期Date
Received
抱怨接受到的时间The time when accepted the complaint.
先锋Pioneer 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.
组长Team Leader 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.
成员Team Members 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.
D2
问题描述Problem Description 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 content of this complaint, and insert relevant information such as attachments, pictures,
etc.
责任人
Responsible:
编制此份报告者Name of individual responsible for establishing this report 完成日期
Completion Date:
问题描述填写完成时间The date when the problem description filled out D3
应急措施Containment Action(s) 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
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)
责任人制定应急措施的责任人Name of individual responsible for establishing
Responsible:emergency action
完成日期
Completion Date:
应急措施的完成时间The completion date of containment actions D4
根本原因Root Cause(s).
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、
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:
分析原因责任人Name of individual responsible for root cause analysis 完成日期
Completion Date:
根本原因分析完成时间The completion date of root cause analysis D5
纠正措施Permanent Corrective Action(s) 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)
责任人
Responsible:
措施执行人Name of individual responsible for implementing the action. 完成日期
Completion Date:
措施完成时间The completion date of actions
D6
效果验证Effectiveness Verification 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)
责任人
Responsible:
验证人Name of individual responsible for verifying the effectiveness 完成日期
Completion Date:
验证完成时间The completion date of verification
D7
防止再发生Actions to Prevent Recurrence 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.)
责任人Responsible:预防措施制定和执行者Name of individual responsible for the establishment and implementation of preventive action
完成日期
Completion Date:
预防措施完成时间The completion date of preventive actions D8
关闭、总结及经验
Closure - Conclusion - Learning 内部对此次抱怨的经验总结The internal Closure - Conclusion - Learning of this complaint
责任人
Responsible:
8D小组组长Name of Team leader
日期Date:小组组长填写完成日期The completion date of the team leader
是否关闭？Closure？Customer
客户确认此问题是否关闭Customer's confirmation on the closure of this
complaint.
备注Remark Customer 客户对是否关闭情况的说明Customer's explanation
关闭人Closed By: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.
关闭日期
Closed Date:
与客户确认关闭的日期The closed date which confirmed with customer.