【正文】 閱讀以下設(shè)定的問題，給出你的答案。 這個(gè)零件因?yàn)橛邪己酆彤愴?，?dǎo)致了顧客的零件受到擠壓。 ? A problem statement: 一篇問題概述應(yīng)該是： – Keeps your team focused 讓你的團(tuán)隊(duì)關(guān)注 – Narrows the search for the root cause 縮小引起問題的根本原因的范圍 – Serves as a starting point for the problem description 當(dāng)作問題描述的開端 Develop a Problem Statement 問題概述 To create a problem statement: 寫一個(gè)問題概述 : the object and the defect. (Ask ―What is wrong with what?‖) 識(shí)別問題及錯(cuò)誤（學(xué)會(huì)問“什么問題有什么錯(cuò)誤？） the object and defect using the repeated whys technique 再次認(rèn)識(shí)問題，并且應(yīng)用重復(fù)問“為什么”的技巧 Repeated Why‘s 反復(fù)問“為什么” Once the object and defect are established, the next step is to refine them. 一旦目標(biāo)及錯(cuò)誤確定，下一步就是精簡(jiǎn)它們 Refining helps you:精簡(jiǎn)能幫助你 ： – Focus efforts on a single problem with a single root cause 關(guān)注于一個(gè)問題只有一個(gè)根本原因 – Get as near as possible to the root cause using existing data 依靠現(xiàn)有的數(shù)據(jù)，越來越接近于根本原因 – Check to see if the cause of the problem is unknown 檢查引起問題的原因是否是不知道的 Repeated Why‘s 反復(fù)問“為什么” Here‘s an example of ―repeated whys‖ or ―stair stepping‖:下面是“反復(fù)提問”和“步驟”的例子 ： You‘ve received a customer plaint about poor quality parts. The parts have dents and dings that cause the customer39。對(duì)于大多數(shù)人來說，一旦產(chǎn)生了結(jié)論，就很難再重新審視事實(shí)。 D2 Section Objectives D2階段目標(biāo) ? Explain the process for describing a problem 解釋描述問題的過程 ? Identify process flow 掌握流程圖 ? Develop a problem statements 進(jìn)行問題陳述 ? Develop a problem description 進(jìn)行問題描述 Why Describe the Problem? 為什么要對(duì)問題進(jìn)行描述 To be an effective problem solver, you need to know as much as possible about the problem before you pick a solution. 作為一個(gè)有效率的問題解決者，在開始著手解決問題之前你應(yīng)該知道盡可能多的關(guān)于該問題的信息 ? Acts as a database for describing the problem 在描述問題這一步驟中它充當(dāng)了資料庫(kù)的角色 ? Drives the rest of the G8D process 驅(qū)動(dòng)全球 8D的其他階段 D2 helps you avoid inefficiency by focusing on the problem at hand. D2: D2幫助你關(guān)注問題本身從而避免無效率的行為 ? Helps you define the problem as accurately as possible 它有助于盡可能準(zhǔn)確的定義問題 Why Describe the Problem? 為什么要對(duì)問題進(jìn)行描述 Practice練習(xí) Instructions: Read the case study and then determine what you think the problem is. 說明：閱讀這一例子，然后確定你認(rèn)為問題出在哪兒 Observations vs. Conclusions 觀察報(bào)告 VS結(jié)論 When you describe a problem, are you making an observation or reaching a conclusion? There‘s a big difference between the two. 當(dāng)你描述一個(gè)問題時(shí)，你是否做了觀察報(bào)告或是得到一個(gè)結(jié)論？這兩者是有很大的區(qū)別的。 ? Champion是全球 8D的一個(gè)角色但不是團(tuán)隊(duì)的成員 Team Operating Procedures 團(tuán)隊(duì)運(yùn)作程序 Three elements of team operating procedures: ? 團(tuán)隊(duì)運(yùn)作程序的三個(gè)要素： 1. Establish Ground Rules for Teamwork 建立基本的角色 2. Conduct Task, Maintenance, and Process Observation 設(shè)置分配任務(wù)、項(xiàng)目保持人員以及過程觀察員 3. Use Communication Skills 運(yùn)用通訊技能 Team Operating Procedures 團(tuán)隊(duì)運(yùn)作流程 Instructions: 介紹 Read the scenario then answer the questions that follow 讀圖表并回答下面的故障 Team Synergy 團(tuán)隊(duì)協(xié)作 One of the main reasons for forming a team at step D1 is to gain synergy 在 D1階段成立團(tuán)隊(duì)的主要原因之一在于開展團(tuán)隊(duì)協(xié)作 Synergy occurs when the whole of a team‘s output is greater than the sum of its inputs 當(dāng)團(tuán)隊(duì)的輸出大于其輸入時(shí)，意味著團(tuán)隊(duì)協(xié)作發(fā)生作用了 Synergistic teams can outperform petitors who may be more skilled or have better or more resources 一個(gè)相互協(xié)作的團(tuán)隊(duì)可以遠(yuǎn)勝于一個(gè)技能更高或資源更多更好的競(jìng)爭(zhēng)對(duì)手 D1 Assessing Questions/Checklist 評(píng)估問題 /清單 To ensure consistency in application of the process, the list of questions in your handbook has been developed to assist the team in achieving the objectives of this discipline為確保整個(gè)過程的連貫性，需要建立一個(gè)問題清單幫助團(tuán)隊(duì)達(dá)到本次訓(xùn)練的目標(biāo) Global 8D Software at D1 全球 8D的 D1階段 The D1 Team screen has two main functions: D1的團(tuán)隊(duì) screen主要有兩個(gè)作用： 1. To record who is or has participated on the Global 8D team 記錄有哪些人參加了或曾經(jīng)參加全球 8D團(tuán)隊(duì) 2. To control access to G8D documents 對(duì)可訪問 G8D檔案的權(quán)限進(jìn)行控制 D1 Quiz D1測(cè)驗(yàn) D1 Summary / D1 總結(jié) In this section we have covered how to: 本章節(jié)我們介紹了如何： ? Describe the guidelines for determining team membership描述確定團(tuán)隊(duì)角色關(guān)系的原則 ? Describe team roles, role functions, and how they are implemented描述團(tuán)隊(duì)角色、角色構(gòu)成、以及它們之間如何合作 ? Explain the three elements of team operating procedures 解釋團(tuán)隊(duì)運(yùn)作流程的三個(gè)要素 ? Describe characteristics of team synergy 描述團(tuán)隊(duì)協(xié)作的特征 D2 D2 – ―Describe the Problem‖ D2 描述問題 ? D2 drives the rest of the G8D process, because establishing a clear problem statement and an objective problem description during D2 leads to effective problem solving. ? D2驅(qū)動(dòng) G8D的其他步驟，因?yàn)樵?D2中需要把問題陳述清楚并擬定清晰的目標(biāo)，這樣才能使團(tuán)隊(duì)能夠迅速有效的解決問題。在成立全球 8D的團(tuán)隊(duì)之前就可以采取應(yīng)急措施了 Select and Verify an ERA ? To make sure an ERA will protect customers, you need to verify it to ensure it will work as expected and does not introduce a new failure mode. 為了確定應(yīng)急措施可以保護(hù)消費(fèi)者，需要驗(yàn)證它以保證它按照期望的狀態(tài)進(jìn)行，并且不會(huì)導(dǎo)致新的失效模式 ? You can verify an ERA on a nonproduction product such as a prototype or puter simulation.你可以在非產(chǎn)品上面做 ERA的驗(yàn)證，比如采用模型或者計(jì)算機(jī)模擬的方式 Implement Validate and ERA 實(shí)施 驗(yàn)證以及 ERA Precustomer validation includes:先于消費(fèi)者的確認(rèn)包括： ? Tests 測(cè)試 ? Inspections 檢查 ? Observations 觀察 ? Quality checks on products and processes 產(chǎn)品和過程中的質(zhì)量檢查 Customer validation includes:消費(fèi)者的確認(rèn)包括 ? Warranty analysis (Paynter)返修事件的起因分析 ? NVQS results NVQS結(jié)果 G8D Application Criteria G8D的適用標(biāo)準(zhǔn) six criteria for initiating the Global 8D process: 開始進(jìn)行全球 8D需要滿足六個(gè)要求 defined 該故障的定義 have been identified 顧客是經(jīng)過鑒別的 gap exists該故障存在改進(jìn)的空間 is unknown 起因未知 is mitted to fixing the problem at the root cause level and preventing recurrence 管理層致力于從根本起因的層面去解決故障并采取預(yù)防措施防止故障再次發(fā)生 of the symptom exceeds the ability of one person to solve the problem 故障很復(fù)雜，不可能單憑一個(gè)人的能力完成 Application Criteria Instructions 對(duì)運(yùn)用條件的說明 Read the scenario and then answer the following 故障 1. Does the situation described meet the Application Criteria? 該情況是否滿足應(yīng)用 8D的條件？ 2. Why or why not? 為什么？