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Supply Chain 8D- 8 Disciplines for Product Quality Customer Complaints (QM451-1)

December 5 at 8:30 am - 4:30 pm

8D Eight Disciplines

A rigorous tool for responding to customer complaints and preventing recurrence of quality non-conformance escapes.

Instructor: Roy Kinkaid

ASQ RU: 0.8

Prerequisite: None required but an understanding of quality tools are helpful.

Proposed Benefits:

8D is a methodology – a structured process, for responding to and taking action on customer complaints.

Starting with supporting the customer complaint with data, putting together a team to resolve customer issues, assessment of replacement product to ensure customer satisfaction (manufacturing product in stock, replacement service to be delivered), evaluation of similar product or service where the customer problem may exist, visual representation of the customer issue, and analytical steps to determine the root cause to prevent recurrence.

In this one-day session, participants will learn how to select and apply the process to effect improvement and prevent recurrence.

The ROI for a company comes from the application of the process that was taught and the participant’s application to a problem currently at their organization, returning value to their organization for the time and cost invested in training. The goal is to transition the methodology to the participants for continued application in their organization.

Background & Class Details:

8D is a methodology standardized by the US Government during WWII as military standard 1520, and later adopted by the automotive industry (Ford during 1960-70).The methodology is a rigorous tool for responding to customer complaints and preventing recurrence. It helps and organization to focus on customers issue, implement temporary measures to prevent the customer from receiving further product/service in question in the near term, determine how the product/service in question “escaped” and develop a long term strategy to find the root cause and eliminate the causal factors of the problem.

Participants will learn to implement/apply the 8D methodology in their organization through learnings at each step and the utilization of a generic form provided in the session that requires documentation of each organizational, corrective, preventative action step.

Participants are encouraged to bring a problem from their organization to apply learnings. Let’s make this a learn – apply, session.

What are the 8 Disciplines (8D)?

Step 1 – Establish the Team: establish a team to solve the problem and implement corrective actions.

Step 2A – Problem Definition: Part Number, Customer, Sketch/Photo of the Problem (sample from the customer).

Step 2B – Is – Is Not Matrix

Step 2C – Problem Description

Step 3 – Developing Interim Containment Actions: temporary actions to fix the problem

Step 4A – Identifying & Verifying the Root Cause: analyze for the root cause of the problem

Step 4A – Brainstorm the possible causes

Step 4A – Cause and Effect Diagram – Fishbone – Why did it get out?

Step 4B – 5 Why Analysis

 Step 4C – Action Plan: plan to verify the root causes

Step 5 – Identify Permanent Corrective Actions

Step 6 – Implementing & Validating the PCA : validate that the corrective action does what it is supposed to do.

Step 7 – Prevent Recurrence: improvements to the system, process.

Step 7A – Address Similar Systems where the problem could occur.

Step 7B – Review of documents/systems that may need to be changed.

Step 8 – Congratulate Your Team

Class Availability

Classroom Based – The public class is held during the day with 2 breaks and lunch provided.  Registration by Section’s on-line service. An email from Eventbrite.com addressed to you will be used for important course information.  Please open immediately and take appropriate action. We are going paperless. Materials will be distributed via USB. Please bring our laptop.

On Site Based– A private class is held for one (1) day with 8 hours of instruction (two breaks and lunch to be provided by the organization) or two (2) half-days at 4 hours per day with one break. As a private class, the course can be customized with current problems and or issues at the organization.   Means of projection and training room to be provided by the organization with dates and times to be negotiated.

If interested, contact Roy Kinkaid at rkinka@hotmail.com

Ways to Save on Class Fees:

For this public classroom based class, an Early Bird Discount ticket is available for individuals. That offer disappears when the date passes. Comparable discounted tickets are always available for three or more employees from the same company who register at the same time.

For On-Site- based class, there will be a reduction from classroom-based cost but must provide food service and a suitable facility space to hold the class. For this third option, contact the instructor Roy Kinkaid directly rather than register for this event.

About the Instructor – Roy Kinkaid:  rkinka@hotmail.com

Roy Kinkaid is an independent quality consultant (25+ years of experience) with an extensive background in the implementation of various quality management systems – Six Sigma/Lean, Baldrige, Continuous Improvement, ISO and the Carnegie Mellon Capability Maturity Model.

Roy has a degree in management/ statistics from Philadelphia University, certification in Six Sigma/Lean, and is a member of ASQ.

He has practical process improvement experience in manufacturing, non-profit, education, healthcare, service, software, and electronic commerce industries, helping companies to achieve six sigma quality performance levels.  In addition Roy has hands on experience with change management, coaching and the facilitation skills necessary to implement a quality program. He has extensive experience working in Europe, the UK and Asia.

Cancellation, Substitutions, and Payment Details:

ASQ Philadelphia Section reserves the right to cancel the course if the minimum enrollment is not met. Refunds provided if course is not held.

Substitutions after Registration are permitted.  Inform the instructor Roy Kinkaid directly to ensure accurate attendance records.

Payment Options:

PayPal: This is the default payment method in the Eventbrite ticket purchase. Credit Cards: must be tied into a PayPal account. ASQ Philadelphia Section does not accept Credit Cards directly.

Pay by Check: Do not register here. Instead: Notify the instructor Roy Kinkaid who will add you to the class roster in Eventbrite manually, and alert the Treasurer. Payment for the course is due by the first class session unless prior arrangements are made with the Section Education Chair or Section Treasurer.

Make check payable to ASQ Philadelphia Section 0505
Mail to:
ASQ Section 0505
c/o Chris Connors, Treasurer
811 Williamsburg Blvd.
Downingtown, PA 19335

Organizer

Philadelphia Section – American Society for Quality
Website:
http://www.asqphilly.org

Venue

Regus Conference Center
325 Sentry Parkway Bldg.5W Suite 200
Blue Bell, PA 19422 United States
+ Google Map
Website:
www.regus.com