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Written by
Tiago Aparecido Rodrigues Rita
8D report communicates how 8D methodology is used to solve a recurring problem or customer complaints. Most of the customers ask 8D report as a proof of the implementation of solution to their complaints. Hence lets learn how to prepare a 8D report through an easy example. You will also get downloadable and editable 8D report templates with example. You will be able to find 8D templates in Excel, PPT and PDF formats.
Before continuing with this its recommended to learn our article on 8D problem solving in which we have clearly explained the 8 steps in 8D and when to use 8D. In this article we are doing its practical side.
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Let’s do it.
An Example for the preparation of 8D report
Let’s imagine that you are a chef at a diner restaurant, and suddenly an order has returned. The customer is complaining that the snack was carried out scorched.
You quickly need to carry out an analysis to understand what actually happened at the time of snack production, take the appropriate actions and prevent this from happening more often in the future.
Then, you decide to use the 8D in order to solve the problem.
let’s see how the resolution of this analogy would be using the 8D methodology.
Check below in 9 steps how to apply it easy with a simple practical example.
Before we begin, download the templates in excel, PPT and PDF to support you in you daily routine. Excel and PPT template are editable, which you can use for other projects.
8D report templates with example (Download)
8D-Report-Template-ExcelDownload
8D-Report-Template-PPTDownload
8D-Report-Template-PDF-1Download
8D Problem solving STEP 1 – Customer complaint
We need to describe the problem related by the customer , according to customer´s language.
Tip: In this step it is very important to faithfully describe what the customer complained about, how the information was passed on.
8D Problem solving STEP 2 – Team Building
We need to build the multifunctional team that will work in the investigation, this can be performed by the responsible persons for the area affected.
Tip: Create a strong team that has knowledge on the related subject, if possible, extend participation to everyone who, at some point, has any contact related to the problem
8D Problem solving STEP 3 – Problem Description
Problem description with details, characterize and transform from the customer language to our language.
Tip: Be as detailed in the description of the problem as possible, include images, videos if possible to help the understanding the problem.
8D Problem solving STEP 4 – Containment action
In this step we need to develop or propose / containment action in order or Take action so that the customer does not continue to receive products with the same problem.
***Give a destiny to the snack returned.
Tip: Try to develop a containment action where the customer is satisfied and safe for that moment, unfortunately the failure has already occurred now we need to restore the image with the customer.
8D Problem solving STEP 5 – Finding the root cause and corrective action
Now we need to find the root cause, using auxiliary tools, if you read our article about 8D , you can find some kind of tools to support the analysis to find and confirm the root cause.
Tip: During the analysis you can use the following tools to support the team to solve the problem:
- Histogram
- Pareto
- Tendency Chart
- CEP
- 5W2H
- Brainstorming
- Affinity Diagram
- Cause and Effect Diagram
- Why Why Analysis
- FTA – Fault Tree Analysis
- SIPOC / Flowchart
- Capability Studies
To support us, we´ll use fish bone diagram and the why why analysis:
In conjunction with the multifunctional team, we need to raise the possibilities that may have contributed to the problem having occurred, taking into account the 6M’s
After that we score according to the potential using Highly likely / low probability or Improbable.
This score will support us on focus just the high potential causes.
After we find the most potential root causes, we use the Why Most analysis in order to confirm if in fact this happened because of the potential cause raised by the team.
The more common way to use the Why-Why analysis, it´s just asking 5 times the “Why” to the potential root causing, until we no longer have an answer to the 5 Why´s.
Normally after that, we´ll find the root cause inside the potential cause.
But, to support us on this analysis we´ll use the Why-Why to find 3 kind of root cause:
Occurrence Root Cause
Why did the problem occur?
Detection Root Cause
Why did not detect the problem?
Systematic Root Cause
Why did not prevent the problem?
8D Problem solving STEP 6 – Validation of the proposed root cause and corrective action
The team need to create plan in order to confirm / validate the proposed solutions in step 5º. Depend on the problem you are facing, you can use tests in low scale to get a feedback quickly.
Tip: Use short scale tests / use auxiliary tools tools to proof the effectiveness of corrective actions.
This step is very important to avoid gap and in the future the problem appear again.
Tools to support the validation of root cause
- Correlation
- Regression
- Simulations
- CEP
- DOE
- ANOVA
8D Problem solving STEP 7 – Implementation of Corrective action
According to the results in the step 6º, you can make official what was has been proven during the validations of solutions, this step is very important because is from this topic will you systematize the actions to the future.
8D Problem solving STEP 8 – Preventive action
Now we need implement the actions on the system, and make a plan in order to avoid the re-incidence of the fail. In this step it´s very important that all documentation be update, to ensure that all analysis was implemented to all internal process.
Tip: Use preventive actions to avoid recidivism / transform the actions in best practices and update all documentations related with the process.
8D Problem solving STEP 9 – Closure
In the last step we need to present all results, recognition about all participants, lessons learned to Others areas, and 8D Finalization
Bellow you can find the template filled with the example:
We hope you have enjoyed the article on 8D report templates with example.
Thank you. Hope you have noticed downloadable and editable 8D PPT template. Go and download it, present before your team and solve your customer complaints.
You may refer more 8D report preparation example from here.
Tiago Aparecido Rodrigues Rita@tiagorita
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