Global 8D (G8D) - Frequently asked questions (FAQ's)!

The latest in our series of FAQ's answered by our Subject Specialist, Graham Cripps

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"When I am asked for an 8D by my customer is it just the 8D Form they want?"

The short answer is NO, however you may not have got to the root cause in the time they give you to provide the 8D.

The G8D Form is a means of recording and reporting the problem solving effort. At D0 you should have implemented an Emergency Response Action (ERA) which must protect your customer from the effects of the problem. This is what the customer needs to see as quickly as possible.

Don't forget, other than the initial effect (or symptom) of the problem, the ERA can also introduce an effect in itself e.g. a supply constraint, so make sure these are included as part of your ERA.

Finally, you should always confirm understanding with your customer.

"Do I need to use Global 8D for every problem I encounter?"

I need to answer this in two parts:

1. When to use a full Global 8D - there are some simple rules to follow. G8D should be applied to those problems that have:

• a definition of the symptom(s), that is the symptom has been quantified
• identified the customer(s) and affected parties who experienced, or are experiencing, the symptom(s)
• measurements to quantify the symptom(s) and demonstrate that a performance gap exists and / or that the priority (severity, urgency, growth) of the symptom warrants initiation of the process
• an unknown cause
• management commitment to dedicating the necessary resources to fix the problem at Root Cause Level and to prevent recurrence
• a problem symptom complexity that exceeds the abillity of one person to solve the problem

2. The problem solving process is all about getting to root cause, eliminating the root cause and then fixing the reason why the problemm occurred in the first place. It matters not what process you use but I would suggest that the Global 8D steps offer everything a determined problem solver could want. You will clearly define the problem, protect your customer, get to root cause and make sure it stays fixed by addressing what allowed it to occur in the first place.

"Is Global 8D the only problem solving tool to use?"

There are many tools and techniques available but I have found that there are two approaches that have served me well.

1. Global 8D is applied to those bigger problems that have:

• a definition of the symptom(s), that is the symptomhas been quantified
• identified the customer(s) and affected parties who experienced, or are experiencing, the symptom(s)
• measurements to quantify the symptom(s) and demonstrate that a performance gap exists and / or that the priority (severity, urgency, growth) of the symptom warrants initiation of the process
• an unknown cause
• management commitment to dedicating the necessary resources to fix the problem at Root Cause Level and to prevent recurrence
• a problem symptom complexity that exceeds the abillity of one person to solve the problem

2. The 5 WHY's (5Y's) is the other very useful tool. However I would recommend that you follow these basic steps:

• define the problem by describing 'What is wrong with what?'
• protect the customer (internal or external)
• describe the problem fully (what? when? where? and how big?, using real data)
• brainstorm all of the possible causes of the problem (not of the effect or symptom!)
• arrange on a fishbone diagram
• Use 5Y's to drill down to root cause level
• develop causal theories that can describe how the root cause(s) results in the problem and the effect
• test and verify potential root causes to get to verified root cause
• determine and implement the 'best' permanent corrective action(s)
• make it the new way of running the process

"How will Global 8D help my business?"

If you have ever said, or heard said "The last time we had this problem we did this" or "Why does this problem keep coming back?", then you did not get the problem solved!

Global 8D has the discipline to ensure that not only is the problem solved at root cause but what allowed the problem to happen is also fixed (the root cause of the root cause)

It's true to say that Global 8D should not be used for every problem. In fact something like only 5% of problems warrant the full use of this problem solving methodology. 

Other methods are available but again, I would recommend using the same steps as G8D for all problems to ensure you ask all the right questions at the right time and fix the problem at root cause permanently. 

"Do I need to have a team trained for Global 8D?"

Yes but there are many ways of achieving this, from a standard instructor led programme to self-tutoring using available materials. The best way, in my opinion, is to have a Problem Solving Application Workshop run, which will deal with and resolve a live problem whilst training the team how to use the tools and techniques of Global 8D.