Global 8D - D7 & D8: Prevent Recurrence and Recognise Team and Individual Contributions

In this article I am going to cover the last two stages of the Global 8D problem solving process

I mentioned in my last article that some problem solvers’ activity will stop after having implemented and validated the permanent corrective action

These last two important steps ensure that: 

• This type of problem could never occur again
• Reinforce behaviours and esteem of the team and individuals

These last two steps in the G8D problem solving process are fairly short to explain and technically not much of a stretch. However, their importance should not be underestimated.

Astute problem solvers know that whenever a problem occurs there is normally a procedure, policy or practice (systemic) that has allowed it to happen. I call this the 'root cause of the root cause'. This needs to be established and resolved.

Just as important is recognition of the problem solving effort that has been afforded by the G8D Team and other individuals in the business.

Prevent Recurrence

As stated above, the next step is to examine the evidence established during the problem solving process and establish the policies, procedures and practices that led to this particular problem. For this we use a problem solving tool called 5 Why’s (sometimes called stair stepping).

In essence this involves asking the question “why” of the root cause until the root cause of the root cause is established. The question may be asked more or less than 5 times, it does not have to be 5!

Example: A small engineering company had problems with hole positions being out of tolerance in some instances. Having 'masked the problem' for some time with constant drill changes, the problem solving team discovered the root cause as being a worn spindle bearing. The 5Y’s exercise went something like this: 

• WHY – was the bearing worn?

• BECAUSE – it had become dry

• WHY – did the bearing become dry?

• BECAUSE – the operator did not carry out shift autonomous maintenance routines fully

• WHY – didn’t the operator follow maintenance routine fully?

• BECAUSE – he was not properly trained during induction

• WHY – was he not trained on induction?

• BECAUSE – his induction programme missed this off the sheet

• WHY – was this missing from the sheet?

• BECAUSE – the induction plan was not signed off by Engineering (Root Cause)

In fact, the induction process allowed for any manager to sign the induction plan (the systemic issue). The induction planning was changed to require function based sign off.

These systemic issues need to be fixed. The goal is to change the system that allowed the problem to occur in the first place and to prevent similar problems from happening.

Because these systemic issues are normally beyond the brief of the G8D team, these changes are made at management level. However the team does have the opportunity to offer recommendations for systemic improvements.

Recognise Team and Individual Contributions

This final step in the Global 8D process is about closing the process and involves: 

• Recognition and review of team experience (Cooperative Learning)

• Completing any unfinished business

• Closure process

Recognition and Review of Team Experience

The application of the process requires skills and experience of the business to be able to make progress towards a satisfactory problem resolution.

These skills and experiences are the reason the team are selected.

The problem solving process drives improved data-driven understanding of the problem at each step of the process. As more is understood about the problem, root cause and resolution, different skills and experiences will need to be 'drafted in' at various stages throughout the process.

Recognising the effort of the team and other individuals involved is important as it tends to reinforce behaviour and self-esteem.

Completing unfinished business

Making sure all the problem solving activities have been completed and include:

• Finalising and archiving documentation

• Recognising technical lessons learned

• Making final presentation to the Champion

• Expressing experiences from team member to team members (Cooperative Learning)

• Archiving all the lessons learnt from the problem solving effort

• Ensuring all other related documentation is revisited and up to date (e.g. FMEA’s, Control Plans, etc.)

Closure Process

In this final activity the team ensures that the completed 8D report is circulated to all concerned detailing all the above activities including the recommendations for systemic changes.

Next Time

There are a number of ways you can gain the skills necessary to apply this world class problem solving methodology in your workplace. Shortly I will share with you how you can gain access to training at various levels, quickly and easily that will get you on the path to solving problems effectively.

If your problem needs immediate attention, then you can contact me directly on graham.cripps@resultsresults.co.uk or you can visit our web site www.resultsresults.co.uk for more information.

Graham Cripps
Results Consortium Ltd

Global 8D - Implement and Validate the Permanent Corrective Action

Having established and verified the best PCA’s for the root cause and escape point, the next step is the implementation of the PCA’s.

To do this we employ the Deming 'Plan Do Check Act' cycle to ensure successful implementation.

The Global 8D Problem Solving Process is a structured approach to getting to the root cause and the escape point and taking actions to ensure that these are eradicated permanently through effective controls and actions that are embedded in the operations of the business.

In this article I will explain the steps that need to be taken to ensure that this is done efficiently and effectively.

Implement and Validate the PCA’s

The Deming cycle is used in the Global 8D process, starting with the G8D form and is used at various steps through the process.

In this current step the cycle is used to: -

PLAN – The implementation of the Permanent Corrective Action (PCA) giving particular attention to:

• Plan for validation of the PCA

• Plan to remove the Interim Containment Action (ICA) as part of implementation of the PCA

• Integrate check for side effects

• Plan for continued monitoring of effectiveness of the PCA’s

• Plan for all the necessary resources

• Plan for all documentation, process instructions, training and communication for the implementation of the PCA’s

• Define clearly the what, when, who and when (team roles and responsibilities)

DO – Initiate the implementation plan for both the root cause and escape point, ensuring that all the necessary steps have been managed and adhered to.

CHECK – Check that the PCA’s have been fully implemented and integrated into the operational and business processes. Validate the PVA’s for both the root cause and escape points (see item below on validation). Validation will be carried out at this stage and on an on-going basis.

The measures for effectiveness of the PCA’s should use the same measurables that we used to describe the problem in the article Describe the Problem. In other words comparing like for like data.

ACT – Take actions on any variation from the plan or expected outcomes.

Validation

Validation is proof that is developed after implementation has taken place, over a period of time and must:

• Follow successful verification

• Provide a data driven comparison before and after implementation

• Check that the implementation does not introduce a new problem or side effects

Validation is:

• Normally performed under defined operating conditions on the final product or process

• May be necessary in earlier stages prior to product completion

• Uses the same indicators that demonstrated the problem and may be easily tracked

Complete the G8D Report (Template)

Complete the Global 8D form and circulate. Remember to update team composition for any changes that are made, at the end of this stage.

The G8D form is a summary of the problem solving activity and is supported by all of the other worksheets, data and supporting information including the validation results that is generated as a results of the problem solving activity.

There are two more steps to complete the Global 8D problem solving activity. A lot of problem solvers would normally stop at this point assuming that the job is done. However, for the problem solving process to be truely completed we need to: 

• Recognise that there was a process, procedure or other activity that allowed this problem to occur in the first place. This is the root cause of the root cause.

• Having put a lot of effort into the problem solving process, the final stage is to acknowledge the contributions made to the problem solving and to ensure that all lessons learnt are shared and recorded

So join me next week for the final two articles that explain these last two stages. I will also provide access to further help to enable you to apply this world class problem solving methodology in your workplace.

Graham Cripps

Results Consortium Ltd

Global 8D – D5: Choose and Verify Permanent Corrective Action (PCA)

Having determined the root cause/s of the problem and the escape point you are now in a position to determine and choose the most appropriate Permanent Corrective Action (PCA).

PCA’s need to be considered for both the root cause and the escape point.

The PCA needs to meet several requirements that satisfy both customer and business needs.  Given that there may be a number of possible permanent corrective actions that may be applied, I will describe how the most appropriate PCA is arrived at.

The process for determining the possilbe PCA's will be driven by the nature of the root cuases and the business objectives.

The final choice of which PCA's to implement will be determined from:

• The best interest of the customer

• The needs of the business

Define Permanent Corrective Actions

Having identified the root cause of the problem under investigation, the team will have the data and information at hand to determine what corrective action options there might be available to implement. These are all considered and articulated in such a ways as to ensure that all the necessary steps needed to remove and protect against the route cause have been considered.

As stated above, the process for determining the possilbe PCA's will be driven by the nature of the root cuases and the business objectives.

Chose The Permanent Corrective Action

For this activity we will consider two levels of needs: 

• Givens – those criterion that must be met (mandatory) and that are measureable and realistic to achieve and satisfy both customer and business needs

• Wants – those criterion that are nice to have but not necessarily critical and also cover both customer and business aspirations

Examples

Givens could be: 

• Must be implemented within three months

• Must not cost more than £25,000 to set up

• Must be able to continue delivering product during implementation

• Must solve the root cause of the problem permanently

Wants could be: 

• To be cost effective in the first year of operation (Set up costs plus running costs within the first year)

• To be introduced as soon as possible

• To be implemented without overtime

• To have zero impact on energy consumption

• To work on both lines simultaneously

There are two worksheets that are used in this process, the Criteria Worksheet and the Decision Making Worksheets.

Criteria Worksheet

Using the Criteria Worksheet on the right, the Wants are scored in terms of relative importance, 10 being the highest. This score will be used as part of the "choosing" process.

The Givens are not scored, these are things that must be achieved by the PCA

This is worksheet used for recording the givens and wants. These are normally populated by the business management team.

A copy of this can also be downloaded free, accessed via a 'button' at the end of this article.

Decision Making Worksheet

Having established the Givens and Wants, you can now rank each proposed PCA against these criteria. To help this process we use the Decision Making Worksheet.

NOTE: the number of Givens and Wants worksheets used will depend upon the number of proposed PCA's. One complete section must be recorded for each proposed PCA

The Decision Making Worksheets are used to rank each of the PCA’s by first determining if the PCA meets all of the givens.

If the PCA does not meet all of the givens, then it cannot be progressed in its current form.

Then the wants are scored as to how well the PCA achieves each criteria.10 is completely and 0 is not at all.

The scores are added up to and this summative score is used to rank the PCA’s

The highest scoring PCA option is normally the one chosen to move forward with.

Verify The Chosen PCA

Before the PCA is fully confirmed, the Global 8D team need to verify that the PVA will actually meet all of the givens and the wants are achieved at the level declared in the decision making worksheets

The Team must verify that the PCA will eliminate the root cause permanently for both the root cause and the escape point.

When verification testing is carried out, it is critical to remeber that an Interim Containment Action has been put in place. Verification must be carried out in such a way that there is no influence on the outcome of verification testing. e.g remove the ICA for testing purposes.

Complete The G8D Form (Template)

Complete the Global 8D form and circulate. Remember to update team composition for any changes that are made at the end of this stage.

The G8D form is a summary of the problem solving activity and is suppoirted by all of the other worksheets, data and supporting information. At this stage the report should include the decision making worksheets, verification testing process and data generated as a results of the problem solving activity.

Graham Cripps 

Results Consortium Ltd

Global 8D – Team Based Problem Solving

Have you ever said, or heard someone else say, something like “the last time we had this problem we did this”? If this is the case then we have to ask, how effective is our problem solving effort?

In reality we spend a lot of time solving problems in the business, some much more difficult than others. There are four levels of problem that we can consider:

1. Simple problems that can be solved by one individual

2. Simple problems that we know the answer to (this is more a task than a problem solving effort)

3. Difficult problems that we do not know the answer to and will take more than one person/discipline to solve

4. Problems that have been around for some time

I want to concentrate on the third type of problem and suggest a method that is tried and tested, Global 8D (G8D).

Using a number of analytical tools and a multi-disciplined team approach, G8D has a number of clearly defined steps and dosciplines. G8D is a comprehensive problem solving methodology developed by Ford Motor Company and used widely in industry throughout the world. However, it must be said that whilst the approach may be used for smaller problems, G8D should be reserved for those problems that: 

• Have a definition of the symptom(s). That is, the symptom has been quantified.

• Have identified the customer(s) and affected parties who experienced the symptom/s.

• Have measurements to quantify the symptom(s) and demonstrate that a performance gap exists, and/or the priority (severity, urgency, growth) of the symptom warrants initiation of the process.

• Have an unknown cause.

• Has management commitment to dedicating the necessary resources to fix the problem at root cause level and to prevent recurrence.

• Have a problem symptom complexity that exceeds the ability of one person to resolve the problem.

The G8D Process

The following is a brief outline of the G8D process steps: 

D0   Prepare for the Global 8D Process

In response to a symptom, evaluate the need for the G8D process.  If necessary, provide Emergency Response Action to protect the customer, and initiate the G8D process.

D1   Establish the Team

Establish a small group of people with the process and/or product knowledge, allocated time, authority, and skills in the required technical disciplines to solve the problems and implement corrective actions. The group must have a designated Champion and Team Leader. The group initiates the team building process.

D2   Describe the Problem

Describe the internal/external problem by identifying ‘what is wrong with what’, and detail the problem in quantifiable terms (Problem Description).

D3   Develop the Interim Containment Action (ICA)

Define, verify and implement the Interim Containment Action (ICA) to isolate the effects of the problem from any internal/external customer until Permanent Corrective Actions (PCAs) are implemented.  Validate the effectiveness of the containment actions.

D4   Define and Verify Root Cause and Escape Point

Isolate and verify the root cause by testing each possible cause against the Problem Description and test data.  Also isolate and verify the place in the process where the effects of the root cause should have been detected and contained but was not (escape point).

D5   Implement and Validate Permanent Corrective Actions (PCAs) for Root Cause and Escape Point

Select the best permanent corrective action to remove the root cause.  Also select the best permanent corrective action to address the escape point.  Verify that both decisions will be successful when implemented without causing undesirable effects.

D6   Implement and Validate Permanent Corrective Actions (PCAs)

Plan and implement selected Permanent Corrective Actions.  Remove the ICA.  Validate the actions and monitor long-term results.

D7   Prevent Recurrence

Modify the necessary systems including policies, practices and procedures, to prevent recurrence of this and similar problems.  Make recommendations for systemic improvements, as necessary.

D8   Recognise Team and Individual Contributions

Congratulate the team and complete the team experience. Recognise both team and individual contributions, and celebrate success.

The Global 8D Reporting Format

The G8D reporting format uses a Report Form which can be downloaded free by clicking on the button below. This form is backed up by the data, activity reports and other evidence of the problem solving activity which includes: 

• Pre-data analysis
• Is/Is not report
• Differences and changes
• Root Cause analysis
• After-data analysis
• Decision Making worksheets
• Action plans

The key forms and explanations for their use, will become available via these G8D series of articles over the next three weeks.

Graham Cripps

Results Consortium Ltd

www.resultsresults.co.uk