5Why培训资料英文版.ppt

Nexteer 5 Why Analysis 5 Why – Effective Root Cause Analysis When to Use 5 Why 5 Why Process and Examples 5 Why Exercise Resources and References 5 Why and Customer Problem Solving Formats Agenda Problem Solving Quiz Who are the best people at asking questions to solve a problem?? Problem Solving Quiz Why? Why? Why? Why? Why? Children!! Why? ….because they keep asking objective, open-ended questions until the answer is simple and clear This is the theory behind the 5 Why! When to Use 5 Why Customer Issues Required for all WFCCs (Worldwide Formal Customer Complaint) Used for informal complaints including Field Engineer Incident reports Used for warranty issues Supplier Issues Must used by suppliers for all problem reports Internal Issues (optional) Quality System Audit Non-conformances First Time Quality 5 Why is a problem solving tool Find root cause by analyzing cause and effect relationships Can be used with various problem solving formats Nexteer Problem Solving GM Drill Deep Ford 8 D (Discipline) Chrysler 8 Step When to Use 5 Why 5 Why, when combined with other problem solving methods, is a very effective tool Nexteer 5 Why Format 5 Why Analysis General Guidelines Cross-functional team must be used to problem solve Include Operators, Engineers, Quality, PCL, etc Need knowledge, opinions, and observations of different people Ford D1 – Establish the Team Ford recommendation is 4-10 team members Don’t jump to conclusions or assume the answer is obvious Same issue may be due to a different cause Previous corrective actions may have corrected only a symptom Include pictures (photos, graphics) Keeps team focused on issue Helps customer/others understand corrective action and apply lessons learned Problem Definition Define the problem Problem statement clear and accurate Define problem as the customer sees it Include where and how problem was found, and how many pieces Do not add “causes” into the problem statement Are these examples good? Customer received part wi