8D’s Supplier Process.

8D's Problem Solving Tutorial.

SDE team, May 2018 Rev B

1
Purpose of 8D’s tutorial.

▪ To have a standard and objective 8D’s tutorial for suppliers.

▪ SQE & SDE can share and use this file when training a
supplier.

▪ To improve the quality of supplier’s 8D report. The supplier can

understand clearly how to submit an 8D report.

▪ To help the supplier find out the systemic root cause

(Management Root Cause) and implement the corrective
action. Not only focus on shallow cause.

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What is an 8D’s report?.
▪ The eight disciplines (8D) model is a quality problem solving
tool.

▪ Its purpose is to identify, correct, and eliminate recurring

problems, and it is useful in product and process improvement.

▪ The approach establishes a permanent corrective action

based on statistical analysis of the problem and focuses on the
origin of the problem by determining its root causes.

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Phases of 8D’s process.

D8 .-
Preventive
actions

Define team Define Validate Establish

Root cause Permanent preventive Lessons
members problem analysis permanent Learn
corrective actions
description corrective
actions
actions

Interim containments actions

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D1.- Define team members.
The approach is based on a cross-functional team working together to solve a problem. Teamwork must be coordinated and guided. The team
should include only competent persons actively involved in the process and who have been assigned a task or responsibility in subsequent steps.
Efficient teams are usually not big.

Task Action Output

▪ Select team members ▪ Select members with ▪ Establish a team & define
appropriate skills based on the responsibilities among the team
problem description. members.
▪ Appointed team leader, a
sponsor.
▪ Are all team members
reasonability's clear?

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D1.- Define team members.

✓The Champion of the team has been identified?

✓The people affected by the problem are represented on the team?
✓ Does the team have the right people (technical and specialist skills)?
✓ The team's goals and membership roles have been clarified?
✓ Should customer / suppliers be involved in 8D’s meetings?

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D1.- Good / Not Good Sample.

Good Sample Not Good Sample

1. Multidisciplinary team. 1. Team members were not identified.

2. Department , name and title are clear. 2. Roles are not clear.
3. Champion is identified. 3. Champion is unknown.

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D2.- Problem Description.
Problem solving must be based on facts, not opinions. It is important to clarify the issue type, what is wrong, when did it happen, how big the
failure extent is and how many times it has happened. The description must be specific and easy to understand.

Task Action Output

▪ Describe the internal/external ▪ Gather and evaluate objective
customer problem by identifying ▪ Description of the
"what is wrong with what" and data.
fundamental problem based on
detail the problem in ▪ Answer the questions 5 Why’s
facts only.
quantifiable terms. and 2H’s. (Who / What / Why /
Where / When / How / How
often

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D2.- Problem Description.

✓ Has the problem been sufficiently defined?

✓ Analysis has been performed (who, what, where, when, why, how, and how often)?
✓All required data has been collected and analyzed?
✓The problem description has been confirmed as to what the customer(s) and/or affected
party(s) are experiencing?

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D2.- Good / Not Good Sample.
Good Sample Not Good Sample

Provided information includes: 1. Copy only what Littelfuse team states.

1.Problem description reported by Littelfuse and 2. Neither Lot# nor failure rate information available.
problem description reported by Supplier. 3. No information of affected parts numbers.
2. Failure Rate.
3. Sketch of the problem
4. Quality data for affected lot or date code

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D3.- Develop Interim Containment Actions.
The primary purpose of this discipline is to isolate the issue and protect the customer from receiving more parts with same quality defect.

Task Action Output

▪ Determine the most suitable ▪ Safeguard the situation by ▪ Customer receives only
containment actions. containments actions, to certified material (While the
▪ Containment Actions start in prevent a reoccurrence of the investigation and resolution of
the D2(Define problem problem at the customer the problem continues).
description) until D6(validate ▪ Containment actions therefore
permanent corrective actions) serve only as a safeguard and ▪ There is a clear breakpoint
▪ Define, verify, and implement often bear no relation to the with identified good material
the Interim Containment Action cause of the problem.
(ICA) to isolate effects of the ▪ Cost considerations should ▪ All suspect inventory, at all
problem from any play little or no part in the initial locations, is properly
internal/external customer until response quarantined
Permanent Corrective Actions ▪ Develop a schedule for
(PCAs) are implemented. implementing the containments ▪ Instant information and
actions support to the customer as well
▪ Blocking of all parts, stock (in- as implementation of
house, transit, customer) containment actions is done as
▪ Sorting of parts. Identify the quickly as possible.
good ones from the bad ones.

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D3.- Develop Interim Containment Actions.

Containing the problem and protecting the customer must occur immediately, 24 hrs is the
Littelfuse norm for containment actions to take place.

✓Have effective containment actions been implemented?

✓How was the effectiveness of these actions verified?
✓Is the work force responsible for executing the containment actions sufficiently
instructed?
✓Do the containment actions give the customer adequate protection against further
defects?
✓Are defective products being identified and rejected as early as possible in current
process sequence?

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D3.- Good / Not Good Sample.
Good Sample Not Good Sample

1. Effective containment actions including production 1. No information of material in pipeline.

and inventory in pipe line. 2. No clean point identified.
2. Littelfuse is notified of affected material that may be 3. No marking method for parts inspected until root
in causes and corrective actions are in place.
their pipeline.
3. Clean point is clearly identified and marking method.
4. Quality Alert in place.

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D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again, the root cause must be indentified and removed. In rare situations there could be more than
one root cause.

Task Action Output

▪ Determine technical and ▪ Description of the root ▪ The technical and systemic
systemic root cause using, but causes (TRC and SRC) root causes and escape point
not limited to, the following documented with evidence are confirmed.
quality tools: ▪ Isolate and verify the root ▪ Send 4D’s report to Littelfuse
- 5Whys cause by testing each representative within 4 business
- Fishbone possible cause against the days since claim was reported.
- Brainstorming problem description and test
data.
NOTE: If the root cause of a
▪ Isolate and verify the place
problem is “ operator error”
in the process where the
TRC = Technical Root Cause that’s not the real root cause.
effect of the root cause should The root cause is more likely
SRC= Systemic Root Cause
have been detected and that the process is not “error
contained (Escape Point). proofed”
▪ The Acid Test: How do you
know when you have
identified the actual root
cause? The Failure Mode
can be turned on and off .

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D4.- Root Cause Analysis.
When identifying root cause the team should focus on why the issue occurred
first, then how the defect was missed and finally what failed on the quality system.

1) Technical root cause 2) Escape point 3) Systemic root cause

▪ The escape point is the place in ▪ This root cause refers to the
▪ Root cause on Quality and Manufacturing
the process where the root cause
operative/technical level that Systems that surround the
could have been detected and
results from description of logical product and process (Refer to
contained , but was allowed to
and functional relationships ( PFMEA for Product and Process
pass. This root cause refers to
cause effect relationship) controls).
detection system.
Examples:
Examples:
✓ Physical / Chemical function Examples:
✓ Dimension not included on
properties of materials. ( e.g. ✓ Instructions for the process /
SPC chart.
Colour , strength , strain) product not created, incomplete,
✓ Tester not capable to detect
✓ In technical process. unclear or faulty description.
the issue.
✓ Tooling worn. ✓ Core tools with faulty
✓ Characteristic is not part of
the inspection plan. implementation, faulty
application or unclear.

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D4.- Root Cause Analysis ( Example).
Problem Description: Customer reported the cover HNXE13 was loose in several sensors, and
sticking to the grip in others.
Real Root Cause.
1) Technical root cause

2) Escape
The tip end of one of
Coverpoint
snap fit leg gets High interference on The snap feature design
One side of cover is damaged during cover leg at rotor flat on rotor (leading angle
the snap fit legs is
loose in the sensor. assembly into rotor surface before leading and cavity opening) not
sheared off.
snap feature. angle begins. optimized for insertion.

2) Escape Point

Process instructions The retention force spec

The quality After cover assembly , Product print called
called for presence
acceptance criteria there was no only for cover to be was not documented
only but retention
did not detect covers evidence of loose locked and present on into any customer official
force was not
that were loose. covers. sensor. document.
monitored.

3)Systemic root cause

The snap feature on
Customer made a late
the sensor failed due Assembly requirements
Efforts were focused engineering change in
to the design allowing Snap fit feature in for the sensor in the
on the cover the cover design to
for interference and rotor design was not vehicle application were
modifications to aid the assembly of
insufficient lead in for thoroughly analyzed / not fully developed by
accommodate the grip into the
cover legs to engage optimized.
function added sensor (Close to customer prior to SOP.
into the rotor snap fit
SOP)
opening.
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D4.- Root Cause Analysis.

• Less Structured Approaches:

- Intuition, networking, and experience.

• Structured Approaches:
- 5 Whys.
- Cause and effect diagram.
- Trend analysis.
- Pareto Diagrams.
- Brainstorming.
- Flow and Process chart.
- other techniques : DOE ( design of experiments) , ANOVA ( analysis of variance)

NOTE 1: These structured approaches can be used to find out the root cause for occurrence
(technical), systemic and escape point.
NOTE 2 : When identifying root cause, the team should focus on why the issue occurred first, then
how the defect was missed and finally what failed on the quality/manufacturing system.

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D4.- Root Cause Analysis.

✓ Operator not trained.

✓ Failure to follow procedures / Work instructions
✓ Operator error
✓ Inspection not recorded by the operator

These are not root causes, they are just symptoms of the true root
cause.

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D4.- Root Cause Analysis.

✓ Problem description was not well defined.

✓ Possibly some of the “facts” are not true. Incorrect data.
✓ The right people was not included to fully understand the problem.
✓ The team is working on symptoms instead of the real problem.

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D4.- Define and Verify Root Cause and Escape Point.

✓Have all sources of information been considered in determining the root causes?
✓Why has the problem not occurred before?
✓Is there a provable connection between the problem and particular processes?
✓ The causes were reviewed to determine if, collectively, they account for all of the
Problem Description (i.e., the desired performance level is achievable)?
✓ has been Isolated and verified the root cause by testing each possible cause against the
problem description and test data?
✓ Have been confirmed the technical and systemic root causes? Escape
point?

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5Whys.
By repeatedly asking the question “Why” (five is a good rule of thumb), you can peel away
the layers of symptoms which can lead to the root cause of a problem.

NOTE: You may find that you will need to ask the question fewer or more times than five
before you find the issue related to a problem.

How to Complete the 5 Whys

1.- Write down the specific problem. Writing the issue helps you formalize the
problem and describe it completely. It also helps a team focus on the same
problem.
2.- Ask Why the problem happens and write the answer down below the problem.
3.- If the answer you just provided doesn’t identify the root cause of the problem
that you wrote down in Step 1, ask Why again and write that answer down.
4.- Loop back to step 3 until the team is in agreement that the problem’s root cause
is identified. Again, this may take fewer or more times than five Whys

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5Whys ( Example).
Problem Statement:

Wrong item shipped to customer

Why? The wrong item was pulled from inventory

Why? The item we pulled from inventory was mislabeled

Why? Our supplier mislabeled the item prior to shipping it to our warehouse

Why? The individual applying labels to our product at the supplier placed the
wrong label on the product.

Why? Labels for different orders are pre-printed and it is easy to apply the
wrong label
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Cause and Effect Diagram.
A cause and effect diagram can help in brainstorming to identify possible causes of a
problem and in sorting ideas into useful categories.

In a cause and effect diagram you will find the following categories : Method / Machine /
People / Environment / Measurement Method / Material

How to Complete a Cause and Effect Diagram

1.- Agree on the problem statement.

2.- Brainstorm all the possible causes of the problem. Ask “Why does it happens?” as each
idea is given, the facilitator writes the causal factor as a branch from the appropriate
category.
3.- Again ask “Why does it happen ?” about each cause . If applicable write sub-causes
branching off the cause branches.

Tips:
- Consider drawing your cause and effect diagram on a flip chart or large dry erase board.
- Use this tool to keep the team focused on the causes of the problem, rather than symptoms

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Cause and Effect Diagram ( Example).
Material Method Machine

Not standard process -

Material shrinks in - Too much pressure - Drier temperature too
Procedure not detailed from squeegee - high
Screens are not
enough - - Drier temperature not
tensioned properly - Machining running too
fast - controlled
Over processing on
Wrong squeegee used-
inspection -
20% Scrap on W200
print , due to poor
Ambient heat caused Lack of Ownership - - Thermometer is not registration
drier temp to go out of calibrated
Resources-
control -
Lack of formal training - - Inadequate
Not organized areas Thermometer for this
Hard to spot issues Pressure to get work out application
with product -- at all -

Environment People Measurement

method

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D4.- Good / Not Good Sample.

Good Sample Not Good Sample

1. True root cause identified through 5whys / Ishikawa 1.No quality tools were used to find out the root
diagram. Analysis addresses occurrence, escape point cause.
and system root causes. 2. Root cause was not verified.
2. Quality issue can be turn off and on. (root causes are 3.- Addressing the symptom but no the real root
verified and linkage is established to original failure cause.
mode)

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D5.- Choose and Verify Permanent Corrective Actions for Root Cause and
Escape Point.
The goal of corrective actions is to remove the root cause and prevent the problem from ever happening again. If good corrective actions are taken , the
issue must not occur again.

Task Action Output

• Develop and evaluate • Define corrective actions to • There is a set of well defined
corrective actions for technical eliminate the root causes Corrective Actions for the
and systemic root causes and (occurrence & non-detection; Occurrence, Detection/Escape
escape point. TRC & SRC)with evidence of and System.
effectiveness
TRC = Technical Root Cause • Consider all the corrective • There is data to show a direct
(Occurrence). actions that can eliminate the link between the action and the
SRC = Systemic Root Cause. problem. root cause that was identified.
• For each determined root
cause(TRC and SRC)
appropriate corrective action
plan defined.
• Verification: no induction of
new problems through
implementation of corrective
actions.

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D5.- Choose and Verify Permanent Corrective Actions for
Root Cause and Escape Point.

✓Have all possibilities for determining permanent corrective actions been

thoroughly exhausted?
✓Have the “correct “ indicators been used to prove the effectiveness of the
corrective actions?
✓An action plan has been defined (responsibilities assigned; timing
established; required support determined)?
✓Is there any emergency plan in case corrective actions do not result in the
desired success or if the actions cause other/new defect?

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D5.- Good / Not Good Sample.

Good Sample Not Good Sample

1.Corrective actions addresses all root causes 1. Specific corrective actions are not clear.
identified. 2. Status of implementation of corrective action is
2. Responsible for each action is identified as well as missed.
due date and status. 3.- Training is not an acceptable corrective action.

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D6.- Implement and Validate Permanent Corrective Actions.
The purpose of this step is to verify if the corrective actions implemented on 5D section, removed the root cause.

Task Action Output

• Plan and implement selected • Validate effectiveness after • There is data to show that the
permanent corrective actions. implementing and ensure that effectiveness of each Corrective
there are no negative Actions was properly evaluated.
• Determine a plan to remove consequences.
the interim containment action. • After the actions were
• Monitoring of corrective implemented, there is evidence
• Monitor the long-term results. actions that the failure mode/defect has
not reoccurred, it is detected
• Monitoring of defect with 100% confidence and the
occurrence Quality and Manufacturing
systems were updated as a
• Document results result.

• Containment actions from D3

may be removed (prior
agreement with the customer),
based on evidence.

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D6.- Implement and Validate Permanent Corrective Actions.

✓Do the selected corrective actions represent the best possible long term solution?
✓The plan has been communicated to those that have a need to know?
✓Has a schedule been drawn up for the implementation of the corrective actions?
✓What monitoring methods have been defined? (evidence of effectiveness)
✓All changes are documented (e. g., FMEA, Control Plan, Process Flow)?

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D6.- Good / Not Good Sample.
Good Sample Not Good Sample

1. Clear plan to validate the effectiveness of corrective 1. Actions to validate the effectiveness of corrective
actions implemented. actions are not clear.
2. Effective date is clearly identified. 2. Responsible to complete each verification action
3.- Responsible for each action is identified as well as was is not clear.
due date and status

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D7.-Preventing Recurrence.
Preventive actions remove causes for a potential problem and prevent it from ever happening. 7D actions are proactive and oriented towards a
potential event in the future.

Task Action Output

• Establish preventive actions ▪ Transfer acquired experiences • Updated standards (QM-

to avoid occurrence via Lessons Learned to system, design rules, work
comparable problems in other other/comparable products, instructions etc.) are released;
business or production processes, production sites and experiences are exchanged
processes and products. divisions. (Lessons Learned).

• Look Across and Fan Out ▪ Modify / update the necessary • There is evidence that
methodologies systems including policies, Lessons Learned were applied
practices, and procedures to to similar products and
prevent recurrence of this processes that are sensitive to
problem and similar ones. (e.g. the same defect or failure mode
PFMEA, Control plan, flow
chart, inspections sheets, work
instructions).

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D7.- Preventing Recurrence.

✓ Are there similar situations/processes elsewhere in your

plant/division/company which can benefit from what your team has learned?
✓ How can the solutions implemented in step D6 be systematized, written into
policies, and/or added to “lessons learned?”
✓ What else can be done to insure this situation doesn’t reappear elsewhere?

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D7.- Good / Not Good Sample.
Good Sample Not Good Sample

1. Related documents were updated. 1. Responsible were non identified.

2. PFMEA and control plan were updated. 2. Neither due date nor status of actions are clear.
3. Responsible were assigned for each activity. 3. PFMEA and Control plan were not updated.
4. Corrective actions were implemented across the organization
where applicable ( report shows evidence of implementation)

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D8.- Recognize Team and Individual Contributions.
This step is to recognize the team efforts and special team member contributions. This is also a good point to document lessons learned.

Task Action Output

• Conduct final meeting with the • Review and evaluation of • 8D activities related to this
8D team. steps D1 thru D7 problem finally concluded. No
open or “in-progress” action
• Prerequisite: Completion of all • Conclusion of the problem items.
steps D1 to D7. solving with agreement of the
involved persons, if necessary • Recognize each team member
customer and their contributions.

• The way the team and its • Obtain customer approval to

members are acknowledged is formally close the 8D’s
only limited by the creativity of
the organization.

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D8.- Recognize Team and Individual Contributions

Key questions
✓ Have the root causes been eliminated?
✓ All the corrective actions been implemented?
✓ Have monitoring processes been put in place?
✓ Has the customer been notified of the final conclusion?
✓ Team process has been evaluated and lessons learned identified?
✓ All current and past team members are being recognized?
✓ Did the Quality Manager and Plant Manager review and approve the 8D’s report
(sign off)?

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D8.- Good / Not Good Sample.
Good Sample Not Good Sample

1. Report was not approved by the quality manager nor

1. Quality and Plant Manager sign off. plant manager.
2. Identification of lessons learned.

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Example of
8D’s report
Confidential and Proprietary | Littelfuse, Inc. © 2018 38
D1.- Define Team Members.
The approach is based on a team working together to solve a problem. Teamwork must be coordinated and guided. The team should include only
competent persons actively involved in the process and who have been assigned a task or responsibility in subsequent steps.

Confidential and Proprietary | Littelfuse, Inc. © 2018 39

D2.- Problem Description.
Problem solving must be based on facts, not opinions. It is important to clarify the issue type, what is wrong, when did it happen, how big the failure
extent is and how many times has it happened. The description must be specific and easy to understand. - See more.

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D3.- Develop Interim Containment Actions.
The primary purpose of this discipline is to isolate the issue and protect the customer from receiving more parts with same quality issue.

Confidential and Proprietary | Littelfuse, Inc. © 2018 41

D3.- Develop Interim Containment Actions.
The primary purpose of this discipline is to isolate the issue and protect the customer from receiving more parts with same quality issue.

Confidential and Proprietary | Littelfuse, Inc. © 2018 42

D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be
more than one root cause.

1) Technical
root cause.

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D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be more
than one root cause.

1) Technical
root cause.

Confidential and Proprietary | Littelfuse, Inc. © 2018 44

D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be
more than one root cause.

1) Technical
root cause.

Confidential and Proprietary | Littelfuse, Inc. © 2018 45

D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be
more than one root cause.

1) Technical
root cause.

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D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be
more than one root cause.

1) Technical
root cause.

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D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be
more than one root cause.

2) Escape
Point.

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D4.- Define and Verify Root Cause and Escape Point.
To effectively prevent a problem from occurring again we have, the root cause must be indentified and removed. In rare situations there could be
more than one root cause.

3) Systemic
root cause.

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D5.- Choose and Verify Permanent Corrective Actions for Root Cause and
Escape Point.
The goal of corrective actions is to remove the root cause and prevent the problem from ever happening again. If good corrective actions have been
taken , the issue must not occur again.

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D6.- Implement and Validate Permanent Corrective Actions.
The purpose of this step is to verify if the corrective actions implemented on 5D section, removed the root cause.

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D7.-Preventing Recurrence.
Preventive actions remove causes for a potential problem and prevent it from ever happening. 7D actions are proactive and oriented towards a potential
event in the future.

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D8.- Recognize Team and Individual Contributions.
This step is to recognize the team efforts and special team member contributions. This is also a good point to document lessons learned.

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8D’s Problem Solving Flow Chart.
D4 Root Cause Analysis.
D5 Permanent
D1 Define team Corrective Actions.
members. Indentify Potential Causes.

D6 Validate Permanent
Select Likely Causes. Corrective Actions.
D2 Define problem
description.

D7 Establish
NO Root Preventive Actions.
Cause
?
D3 Interim containment
actions.
YES
D8 Lessons Learn.
Identify Possible Solutions.

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END

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