Problem Description - Provides the starting point for solving the problem or nonconformance issue. Need to have “correct” problem description to identify causes. Need to use terms that are understood by all. Part Number(s): 2A Customer(s): List all of the data and documents that might help you to define the problem more exactly? Is there an action plan to collect additional information? Prepare Process Flow Diagram for problem. (Attach to PSW) From Eagle Group USA, Inc.
Revised: 1/9/02
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2B Who IS Who is affected by the problem? Who first observed the problem? (internal/external) To whom was the problem reported? What type of problem is it? What has the problem? What is happening? Do we have physical evidence of the problem in our possession? Why is this a problem? Is the process where the problem occurred stable? Where was the problem observed? Where does the problem occur? When was the problem first noticed? When has it been noticed since? Quantity of problem? How Much is the problem causing in dollars, people, & Time? What is the trend (continuous, random, cyclical)? Has the problem occurred previously? (If so attach previous PSWs & CIFs) Description IS NOT Who is not affected by the problem? Who did not find the problem? What does not have the problem? What could be happening but is not? What could be the problem but is not? Why is it not a problem? Why What Where could the problem be located but is not? Where else could the problem be located but is not? When could the problem have been noticed but was not? When Where How Much/ Many How many could have the problem but don’t? How big could the problem be but is not? What could the trend be but is not? How Often Problem Description - Combine the relevant information, this will be your Problem 2C From Eagle Group USA, Inc. Revised: 1/9/02 Visit us at http://eaglegroupusa.com/
3 4A 4A Interim Containment Actions - Temporary actions to contain the problem and “fix” until permanent correction is in place. (Note: Validate that the action taken works). Document Actions in the Action Item Table Diagnose Root Cause – Analyze for “Root Cause” of the problem. Identify and verify the Escape Point. Brainstorm the possible causes of the problem (attach) Cause and Effect Diagram (Attach copy of complete diagram(s) as appropriate) How made? Why did it get out? People Materials/Info Machine Problem (effect) People Materials/Info Machine Method Environment Measurement Method Environment Measurement Note on Diagram(s) circle the most likely contributors (3 max) from each side. 4B 5 – Why Analysis Ask – Why did this happen? Ask – Why did this happen? Ask – Why did this happen? Ask – Why did this happen? Ask – Why did this happen? 4C Action Plan - Based on the team’s discussions. Begin to complete the Root Cause Action Plan to verify and validate the root causes and test the escape point. Document this on the Action Item Table. From Eagle Group USA, Inc.
Revised: 1/9/02
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5 Identify Solutions – Solutions that address and correct the root cause. Solutions determined to be the best of all the alternatives. Document and verify the Permanent Corrective Action (PCA) in the Action Item Table. 6 7 7A Validation - Implement and validate to ensure that corrective action does “what it is supposed to do.” Detect any undesirable side effects. Document this on the Action Item Table. Return to root cause analysis, if necessary. Prevention (Design / Information Systems Review) - Determine what improvements in systems and processes would prevent problem from recurring. Ensure that corrective action remains in place and successful. Address Similar Systems - List similar systems with the potential for the same defect. Issue a CIF for items identified. Process / Item Accountability Revised: 1/9/02
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CIF # From Eagle Group USA, Inc.
7B Review the following documents / systems. Completion Date Document Accountability Planned Actual Management System Manual Manufacturing Work Instructions Inspection Work Instructions Flow Charts Control Plans Design FMEA Process FMEA Gauges/MMD/IMTE PPAP Engineering Change Approval Manufacturing Forms Inspection Forms 8 Congratulate Your Team - Use all forms of employee recognition and document as necessary. Celebrate successful conclusion of the problem solving effort. Formally disengage the team and return to normal duties. Was the PSW Effective? Yes/No Signature/Title Date From Eagle Group USA, Inc. Revised: 1/9/02 Visit us at http://eaglegroupusa.com/
Action # ActionsContainment/ Corrective Fault / Item Action Action Item Table Implement and Verify Actions Verify How Verified Action Accountability Planned Actual Status Registered problem and Short Term Corrective Action in place in house. Long Term Corrective Action developed but not implemented. Long Term Corrective Action implemented. Monitoring/evaluating effectiveness. Long Term Corrective Action confirmed effective. Problem closed. Note: Copy this page and attach as often as necessary From Eagle Group USA, Inc.
Revised: 1/9/02
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