The 8D-Report as a problem-solving process

The 8D-Report is a method for the analytical development and documentation of the sustainable elimination of a deficiency. It is also frequently used in communication with customers and suppliers and is, therefore, an integral part of complaints management in many companies. The name 8D-Report is based on the eight obligatory process steps (disciplines) that are necessary for the processing. The 8D-Report is largely consistent with the DMAIC methodology of the Six Sigma system and is used when the cause of the defect is unknown and the expertise required to identify and rectify the defect goes beyond that of an individual.

Assemble a team that has sufficient product and process knowledge to ensure the identification of the cause of the defect and the sustainable elimination of the defect.

Describe the problem in as much detail as possible and work out the core of the problem. The better the problem is described, the more likely it is to be successfully resolved.

The immediate measures are a kind of “first aid” to quickly protect your customers from negative effects. Make sure that the immediate measures taken do not have any further negative effects and document the measures taken as precisely as possible (item numbers, batch numbers, date, etc.). Then evaluate the result and effectiveness of the measures.

For a sustainable elimination of defects, it is necessary to determine and analyze the underlying cause of the defect. This should be done in a systematic and well-documented procedure. In most cases, one main cause can be identified, which is the trigger of the problem. Suitable methods for systematically identifying the cause of the error may include 5-Why / 5 Whys or an Ishikawa diagram.

The aim is to define measures for the sustainable prevention of the cause(s) of the error(s). The measures to be introduced should be precisely defined and documented. This includes the responsibility for implementation and the implementation period. The aim is to avoid the cause of the error and not to better detect errors.

The measures to be implemented can affect processes, product specifications, work instructions, test methods, or employee qualifications. After implementing the task, you should document the result and effectiveness. If the measures are implemented effectively, the immediate measures should be canceled.

At first glance, you might think that this step is identical to step D5. However, the difference lies in the reason and objective of the measures to be taken. D5 is about the elimination and future prevention of a real deficiency that has already occurred. In D7, on the other hand, it is about the avoidance of potential defects by identifying and eliminating corresponding causes of defects/risks. The FMEA method – failure mode and effects analysis – is a suitable tool for evaluating and minimizing newly identified risks. Thus, the defect should be included in an FMEA checklist or database in order to be considered for future developments.

Appreciate the dedication of the team and document the experience in preparing the report.

The 8D-Report is not only applicable for customer complaints, but also in other scenarios it offers a good structure for processing the problem. Other possible uses could be problems that arise during product tests, plant malfunctions, environmental damage, and industrial accidents. In all these scenarios, immediate measures should be taken first and then the underlying problem should be solved sustainably. The orientation towards an 8D report ensures that the company is not satisfied with the introduction of immediate measures, but strives for a sustainable solution to the problem.

The software solution from qmBase includes a function within the complaint management for the fast and efficient creation of 8D reports. With just a few clicks, you can create a complete 8D report from the measures and causes of error assigned to a complaint.