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©ZFFriedrichshafenAG,20128DProblemSolving8D问题解决ZFFriedrichshafenAG2©ZFFriedrichshafenAG,20128DProblemSolvingAgendaIntroduction介绍PresentationRound自我介绍WorkGuidelines工作指南ObjectivesoftheSeminar研讨会的目标ZFspecificRequirements采埃孚特殊要求The8DProcess8D程序BriefOverview简明概述ThesingleStepsinDetail每一步骤详述Workshops课堂练习ConclusionandFeedback结论和反馈4©ZFFriedrichshafenAG,20128DProblemSolvingIntroduction介绍ObjectivesoftheSeminar研讨会目标Youunderstandtheimportanceofthezerodefectstrategy理解零缺陷策略的重要性Youacquired/refreshedexistingknowledgeoftheZFspecificproblem-solvingrequirementsandformsheets了解或回顾采埃孚关于问题解决的要求和相关工作表单Youknowhowtoidentifycustomerrequirements了解如何识别客户的要求Youknowamethodwhichhelpsyoutosustainablyimproveandmaintaincustomersatisfaction了解有助于持续改善和提高客户满意度的方法Youunderstandthe8Dproblemsolvingmethodandarecapabletoimplementit了解8D问题解决的方法并能够实施5©ZFFriedrichshafenAG,20128DProblemSolvingIntroduction介绍ObjectivesoftheSeminar研讨会目标„Themereformulationofaproblemisoftenfarmoreessentialthanitssolution,whichmaybemerelyamatterofmathematicalorexperimentalskill.Toraisenewquestionsandexplorenewpossibilitiesrequiresustoregardoldproblemsfromanewangle.Thisrequirescreativeimaginationandmarksrealadvancesinscience.”“对一个问题的清晰简洁的表述，往往比其解决方案更为重要，解决方案可能仅仅是数学结论或实验技巧。为了提出新的问题和探索新的可能性，需要我们从新的角度去关注旧有的问题，这要求有创造性的想象力，并标志真正的科学进步。”AlbertEinstein(1879-1955)Physicist&NobelLaureate6©ZFFriedrichshafenAG,20128DProblemSolvingIntroduction介绍NecessityandBenefitsof8D实施8D的必要性和益处Understandingtheimportanceofthezerodefectstrategy理解零缺陷策略的重要性Eachmistakeisonemistaketoomuch不能放过任何一个错误Everyproductorprocessfailurecosts每个产品或过程的失效成本Time时间Money金钱Qualityisacompetitivefactor质量是一个竞争因素。Image形象7©ZFFriedrichshafenAG,20128DProblemSolvingIntroduction介绍NecessityandBenefitsof8D实施8D的必要性和益处99,9%adherencetotherequirementsleadto99,9%符合标准会导致1hourofimpurewaterpermonth每月1小时不纯净的水1insecurelandingatMunichAirportperweek每周在慕尼黑机场有1次不安全的着陆16.000wronglydeliveredmailingsperhour每小时16000封发错的邮件20.000wronglyissuedmedicalprescriptionsperyear每年20000个错误的医疗处方32.000missingheartbeatsperyear每人每年少了32,000次心跳8©ZFFriedrichshafenAG,20128DProblemSolvingIntroduction介绍NecessityandBenefitsof8D实施8D的必要性和益处8Dprovidesastandardized,systematicandsimpletoolforthesolvingofproblemsandthedocumentationofresults8D为问题解决和相关证明文件，提供了标准化的、系统化的、简明化的工具Theeffectiveimplementationof8Dmeans有效实行8D意味着：Eliminationoftherealrootcause消除真正的根源原因Preventionofrecurringfailures防止失效的重复发生Moretimeforessentialissues将更多的时间花在关键事情上Lessfailurecosts(internalandexternal)较少的失效成本（内部和外部）Advantagesovercompetitors超越竞争对手的优势Higherdegreeofsatisfaction–foryouandyourcustomer较高的满意度–-组织内部以及客户andleadsto导致9©ZFFriedrichshafenAG,20128DProblemSolvingPlanningandDevelopmentWorkPreparationProductionFinalInspectionandFieldPhase10,-1,-0,10100,-Introduction介绍The1:10:100RuleofFailurePrevention1:10:100的失效预防规则FailureCosts[inEUR]FailurePrevention失效预防DiscoveryofFailures失效发现Thecostsforfailurepreventionorthediscoveryoffailures,respectively,increaseexponentiallyfromphasetophase预防失效，还是发现失效，其失效成本将指数级递增10©ZFFriedrichshafenAG,20128DProblemSolvingZFspecificrequirementscanbefoundintheQR83(QualityDirectiveZFGroup)采埃孚的特殊参见QR83Introduction介绍ZFspecificRequirements采埃孚的特殊要求„Qualityisessentialtosuccess.Inacompetitiveenvironment,qualityisnolongeradifferentiatingfactor,itisabasicrequirement.ZFcustomersexpectreliable,zero-defectproductsandservices.“质量是成功的关键。在当前的竞争环境中，质量不在是差异性因素，而是基本要求。ZF的客户要求可靠的、零缺陷的产品和服务。11©ZFFriedrichshafenAG,20128DProblemSolvingIntroduction介绍ZFspecificRequirements采埃孚的特殊要求ExcerptfromtheseminarZFImpulseDaysinlinewiththeQR83:摘自采埃孚QR83ImpulseDays：Rootcauseanalyseshavetobecarriedoutusingappropriatemethods(Ishikawa,5Whys,photos,etc.)必须用适当的方法（Ishikawa,5Whys,photos,etc）开展根本原因分析Ifrequired,immediatemeasureshavetobereportedandmustbesentvia8Dreportwithinoneday如需要，必须要在1天之内，以8D报告的形式报告所采取的立即措施OtheraffectedZFplantsaretobeinformed通知其它受影响的工厂TheeffectivenessofthecorrectivemeasureshastobecommunicatedtoZF必须同采埃孚沟通纠正措施的有效性Ifdemanded,furtheranalysesmustbeconducted如果有要求，必须开展进一步分析Markingafterpreviousclaim投诉后标记Transmissionofthe8DreportviaSupplyOn(ProblemSolver)oremail通过SupplyOn（ProblemSolver）上传或通过Email传递8D报告12©ZFFriedrichshafenAG,20128DProblemSolving8DReportatZFIntroduction介绍ZFspecificRequirements采埃孚的特殊要求„AfteracomplaintmadebytheZFpurchasingplant,correctiveactionsmustbeintroducedimmediately,documented,andifrequestedbyZF,submittedpunctuallyinastructuredmannerusingformF06„8-DReport““(QR83,2011,p.13)Excerpt„FormSheetF068-DReport“QR83,2011,p.52当收到ZF采购工厂提出的投诉后，供应商应立即采取纠正措施，该纠正措施必须以ZF规定的表格形式加以记录和组织，如表F06“8D报告”的结构格式，表格应在规定期限内递交给ZF的采购工厂。13©ZFFriedrichshafenAG,20128DProblemSolvingAgendaIntroduction介绍PresentationRound自我介绍WorkGuidelines工作指南ObjectivesoftheSeminar研讨会的目标ZFspecificRequirements采埃孚特殊要求The8DProcess8D程序BriefOverview简明概述ThesingleStepsinDetail每一步骤详述Workshops课堂练习ConclusionandFeedback结论和反馈14©ZFFriedrichshafenAG,20128DProblemSolvingThe8DProcess8D程序BriefOverview–History简要概述-历史Intheendofthe1960‘s,theJetPropulsionLaboratory(JPL