Abstract The purpose and the objective of the research is to present the problem-solving method used by a successful company while acquiring an invaluable "gift" - a complaint. Service economics is growing in importance, and satisfying customers is a major objective of enterprises. This paper has focused on 8D methodology which is an 8 disciplinary approach. It consists of 8-steps to be followed by a quality improvement team for problem-solving as well as for product and process improvements. Improving the quality of the use of the 8D methodology.

1. Date: 05.01.2022
8D Methodology
Prashant Uttarkar
Abstract
The purpose and the objective of the research is to present the problem-
solving method used by a successful company while acquiring an invaluable
"gift" - a complaint. Service economics is growing in importance, and
satisfying customers is a major objective of enterprises. This paper has
focused on 8D methodology which is an 8 disciplinary approach. It consist
of 8-steps to be followed by quality improvement team for problem solving
as well as for product and process improvements. Improving the quality of
the use of the 8D methodology.
Introduction
Customer satisfaction is a key element for survival and competitiveness in
industrial companies. In order to improve the effectiveness and efficiency of
the production process, offer quality products, and avoid the latest problems,
manufacturing companies rely on a wide range of methods and techniques
for production improvement, including the six sigma management
philosophy, DMAIC (i.e., define, measure, analyse, improve, and control),
process flow charting (PFC), the Deming or PDCA cycle (i.e., plan, do,
check, act), and the eight disciplines (8Ds) method, among others.
This paper present, the 8D methodology based on Quick Response Quality
Control (QRQC) tool. 8D is a shortened form of the original name, ‘8
Disciplines’. 8D method, was popularized by Ford Motor Company in
automotive sector, were first described in a Ford Motor Company manual in
1987. Ford Motor Company developed this problem solving methodology,
then known as Team Oriented Problem Solving (TOPS), in the 1980s.The
8D Customer Complaint Resolution Report provides a structure and a
framework for completing the 8D analysis, and keeps management and
customers informed and updated on the status of a complaint. The analysis
and reporting process elevates the customer focus of an organization,
transforming unhappy customers into opportunities for positive
organization learning and improvements. It used whenever an organization
receives a customer complaint due to a process problem.
8D Methodology
The 8D methodology involves teams working together in order to solve
problems. It is structured approach of 8 steps to define a chronic product and
process problem, identifying its true root causes and making a long term
corrective action preventing the problem from recurring. This methodology
can be applied in case of major non-conformance, field complaints, and
repeated quality issues where the team based approach is needed.
The 8Ds method has a two-fold goal: to solve problems and to increase active
employee participation in the problem-solving process. It also contributes to
explore the system of control that allowed the escape of the problem
It is typically required when at least one of the following events are
presented. The 8D methodology is Reactive improvement: solving a problem
after its identification.
 The company receives customer complaints.
 Safety or regulatory issues have been discovered.
 Internal rejects, waste, scrap, underperformance, or test failures
occur at abnormal levels.
 Warranty concerns indicate greater-than-expected failure rates.
It is not suitable for simple problems that can be solved quickly by individual
efforts. The process is not suitable for a problem whose causes are already
known or can be solved with direct solutions.
The 8Ds are focused on:
D1-Develop a Team.
D2-Describe the Problem.
D3-Develop an Interim Containment Action.
D4-Determine and Verify Root Causes.
D5-Choose/Verify Permanent Corrective Actions.
D6-Implement and Validate Corrective Actions.
D7-Prevent Recurrences.
D8-Recognize and Congratulate Teamwork as well as Individual
Contributions.
Improving the quality of the use of the 8D methodology:
8D is a phenomenal first step to enhancing Quality and Reliability when the
product is defective or not satisfying the customer. The CFT team decide to
reduce the number of defects, we have to focus on improving the customer
complaint management system. This could be achieved by pursuing the
following objectives:
1. Have an accurate and precise measurement system.
2. Increase the communication between problems solving team.
3. Have a standard 8D report between supplier, plant and customer.
4. Reduce waste in the reporting system.
5. Increase the quality of the problem solving investigations.
6. Keep the customers informed, providing a speedy feedback with
reliable information.
7. Have a single point of contact for analysing on-site the defects
occurred at the customer.
8. Have a reporting system to check recurring complaints after
problem resolution.
9. Use measures based on cause reduction rather than complaint
volume reduction.
Warnings / Disadvantages, such as:
It can be time consuming and difficult to develop. Employees that are
involved in its implementation should receive appropriate training about it.
 Constant communication among the participants and the
application of a continuous improvement program are required.
 No matter how good a problem-solving methodology is, it will
only work if it is used.
 Teams will not get good at problem-solving unless they are
allowed to actually do it. During the learning process they will
make mistakes. Managers need to be ready for this and use the
errors as teaching points.
To ensure a systematic way of solution to the problems, a first-hand
methodology 8D is being implemented.
Conclusion
Customer satisfaction is a key element for survival and competitiveness in
industrial companies. It is practical and simple sheet, which use isn´t always
easy and applied on the shop floor powerful tool in improving quality and
customer satisfaction.
Engage customers’ opinions and ideas to improve both the production
processes and their satisfaction. It is used like a support for Failure Mode &
Effect Analysis or Quality Assurance Matrix - tools for quality improvement
and reduce the cost of defects, quality level expressed in PPM (parts per
million)
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