SAE AS 13000-2014 Problem Solving Requirements for Suppliers《供应商的问题解决要求》.pdf

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4、 (outside USA) Fax: 724-776-0790 Email: CustomerServicesae.org SAE WEB ADDRESS: http:/www.sae.orgSAE values your input. To provide feedback on this Technical Report, please visit http:/www.sae.org/technical/standards/AS13000AEROSPACESTANDARDAS13000Issued 2014-05 Problem Solving Requirements for Supp

5、liers RATIONALEAero-engine companies currently have their own requirements for problem solving which are very similar. A single standard would be more efficient for suppliers. There is no single standard for problem solving; however, 8D is the most popular and effective approach and, therefore, we h

6、ave used it as a basis. TABLE OF CONTENTS 1. SCOPE 21.1 Purpose . 22. APPLICABLE DOCUMENTS 22.1 SAE Publications . 23. DEFINITIONS . 24. OVERVIEW OF PROBLEM SOLVING . 35. COMMUNICATION . 36. TRAINING . 37. QUALITY SYSTEM . 38. 8D PROCESS . 38.1 D0 Implement Immediate Containment and Prepare for 8D 3

7、8.2 D1 Form the Team 48.3 D2 Define the Problem 48.4 D3 Develop Containment Actions . 58.5 D4 Identify and Verify Root Causes 58.6 D5 Identify Corrective Action 58.7 D6 Implement Corrective Action . 68.8 D7 Define and Plan Preventive Action 68.9 D8 Recognize the Team . 79. NOTES 7APPENDIX A PROBLEM

8、SOLVING TEMPLATE . 8APPENDIX B 8D CHECK LIST . 11APPENDIX C TRAINING SYLLABUS . 18The purchase price of this document includes a license to duplicate the forms included within. The forms are licensed “AS IS” and may be used and modified by Licensee of this document under the condition that Licensee

9、hereby holds SAE harmless from Licensees manipulation of the forms and indemnifies SAE from any and all claims or damages caused by Licensees use, modification or applications thereof. SAE INTERNATIONAL AS13000Page 2 of 20 1. SCOPEThe supplier shall use the following process to respond to a customer

10、 request for corrective and preventive action. 1.1 Purpose The purpose of this document is to define the customer requirements regarding the use of Eight Disciplines (8D) method to respond to a customer request for corrective action. 8D is a widely used and effective problem solving process and ther

11、e are many practitioners and training providers that can support skills development. 2. APPLICABLE DOCUMENTSThe following publications form a part of this document to the extent specified herein. The latest issue of SAE publications shall apply. The applicable issue of other publications shall be th

12、e issue in effect on the date of the purchase order. In the event of conflict between the text of this document and references cited herein, the text of this document takes precedence. Nothing in this document, however, supersedes applicable laws and regulations unless a specific exemption has been

13、obtained. 2.1 SAE Publications Available from SAE International, 400 Commonwealth Drive, Warrendale, PA 15096-0001, Tel: 877-606-7323 (inside USA and Canada) or 724-776-4970 (outside USA), www.sae.org.3. DEFINITIONSESCAPE POINT: The earliest point in the process where the problem should have been de

14、tected. FAILURE MODE: The manner in which a component, subsystem, system, or manufacturing/assembly process could potentially fail to meet or deliver its intended function(s) or process requirements. GENERATION POINT: The point in the process where the failure mode was created. INTERIM CONTAINMENT A

15、CTION (ICA): Immediate temporary actions taken in order to eliminate or significantly reduce the effect of the Failure Mode on the customer(s) until permanent corrective actions are in place and verified. PERMANENT CORRECTIVE ACTION (PCA): Long-term actions taken to address the problem from its root

16、 cause(s) and fix it permanently. PROBLEM: Description of an issue where a product does not meet the required standard. RECURRENCE: Subsequent nonconformance with the same underlying Root Cause. ROOT CAUSE: The fundamental deficiency or failure of a process that when resolved, prevents or significan

17、tly reduces the likelihood of recurrence of the problem. SYMPTOM/FAILURE MODE EFFECT: Measurable events or effects that indicate the existence of one or more problems. SAE INTERNATIONAL AS13000Page 3 of 20 4. OVERVIEW OF PROBLEM SOLVING8D Problem solving covers three key stages of correction: x Act

18、rapidly to put immediate containment action in place to protect the customer.x Find and fix the root cause with a permanent corrective action on all current product.x Prevent the recurrence of the problem in the future by identifying and implementing preventive action anywherepossible within the org

19、anization.5. COMMUNICATIONReporting of 8D progress shall be communicated as agreed with the customer. The supplier shall use the 8D form (see APPENDIX A) or equivalent content, as required by the customer. 6. TRAININGThe correct training of 8D practitioners is key to the successful outcome of the pr

20、ocess. Each supplier shall employ or have access to a problem solving practitioner who has been trained by a training provider meeting the requirement of the “training syllabus” (see APPENDIX C). 7. QUALITY SYSTEMThe supplier shall have a documented problem solving process within its own quality sys

21、tem which meets the requirements of this standard. The process shall be fully implemented and subject to audit. The documented problem solving process shall describe the training and competences requirements for problem solving practitioners.8. 8D PROCESSThe 8D practitioner shall ensure completeness

22、 of all 8D steps (Appendix B). 8.1 D0 Implement Immediate Containment and Prepare for 8D Where a symptom is observed and there is customer impact the supplier shall take immediate containment action to protect the customer. D0 shall be completed and returned to the customer within 2 days of the prob

23、lem being identified unless otherwise agreed.Actions: x Define the symptom (this must be quantified).x Define and implement containment actions (sometimes called Emergency Response Actions).x Check that the containment action works (provide evidence).x Check if the symptom has been seen before.x Sus

24、pend all shipment of suspect nonconforming hardware.x Initiate is/is not chart as required by the customer.SAE INTERNATIONAL AS13000Page 4 of 20 Ensure that: x The symptom has been defined and quantified.x The stakeholders affected have been identified and notified.x Management is committed to fixin

25、g the problem using 8D.x Additional resources are involved as needed.x Raise an 8D form in your quality management system.8.2 D1 Form the Team The supplier shall form a cross-functional team of people who have the knowledge, skill, experience, time, authority and will to work the problem at pace rig

26、ht through to a satisfactory conclusion. At least one member of the team shall be appropriately trained in the application of the 8D methodology and shall be accountable for the application of this standard.Actions: x Identify a Champion for the team that can make sure that actions are taken and any

27、 road blocks are removed.x Identify a Team Leader that can focus and motivate the team.x Select team members.x Define the team goal.x Define the roles of the team members.8.3 D2 Define the Problem The supplier shall define the nonconformance to the customer requirement by identifying and describing

28、in quantifiable terms what is wrong. This statement is called the problem description. Actions: x Collect, and analyze data to find out “what is wrong with what.” Develop a problem statement by describing theproblem in quantifiable terms. The description shall address:o Problem discovery point: wher

29、e is the earliest point within the process where the problem can be observed?o Problem manifestation: what are the indications that a problem exists? It is best if the problem can be describedin terms of customer experience.o Problem impact: what is the impact in terms of quality, reliability and pr

30、oductivity?o Problem focus: Can the investigation focus be narrowed to speed convergence to the root cause?x Record the process flow as appropriate.x Review the problem description with the customer and affected parties.SAE INTERNATIONAL AS13000Page 5 of 20 8.4 D3 Develop Containment Actions The sup

31、plier shall implement actions to immediately stop the symptoms from affecting the customer until the problem can be resolved permanently. Actions: x Select and implement the most effective containment action.x Work with the customer to determine the locations of affected product and the responsibili

32、ties, methods and timescaleto contain that product.x Check that the containment action is effective. Read across to other affected product as appropriate.x Maintain records of containment as required by the customer.x Notify customer of resumption of shipping as agreed to by customer.8.5 D4 Identify

33、 and Verify Root Causes The supplier shall find the root cause by identifying potential causes and selecting the ones which explain the problem. The supplier shall find the generation points where the symptom was created and the escape points where the problem should have been detected and contained

34、. Actions: x Update the problem definition if necessary.x Find the root causes of the problem, of the escape and of the quality management system.x Verify the root causes.x Verify the escape point(s) and establish why they were present.8.6 D5 Identify Corrective ActionThe supplier shall identify the

35、 corrective actions that permanently eliminate the root causes of both generation and escape.D5 shall be completed in a timely manner not to exceed 30 days of the problem being identified unless otherwise agreed. Actions: x Identify permanent corrective actions.x Verify that the corrective actions w

36、ill be effective and do not cause further problems.x Define the actions required to fix the control system at the escape point so that further occurrences will be detectedand not released.SAE INTERNATIONAL AS13000Page 6 of 20 8.7 D6 Implement Corrective Action The supplier shall implement and test t

37、he corrective actions that fix the root causes and the quality control system at the escape point. Actions: x Plan the implementation of the corrective actions.x Implement the corrective actions that fix the root causes.x Check that the root causes are fixed and that the problem will not happen agai

38、n.x Implement the corrective actions that fix the quality control system at the generation and escape point(s) ensuring thatit will detect and not release the problem again.x As required, remove containment measures when its no longer detecting non-conformant products.x Update the appropriate qualit

39、y documentation as required by the customer (such as PFMEA and the control plan).x Check that the corrective actions continue to be effective by monitoring through inclusion into the internal auditingprogram.8.8 D7 Define and Plan Preventive Action The supplier shall take systemic action to prevent

40、recurrence of this problem and other similar problems and capture the lessons learned. NOTE: The team may not have the authority to implement systemic actions but can make recommendations to the Champion for implementation. The champion shall ensure that recommendations are appropriate to the scale

41、of problem and have responsibility for implementation.Actions: x Identify further affected parties and opportunities for similar problems.x Implement and check actions to prevent further problems.x Make recommendations on systemic fixes.x Document the lessons learned in relation to the problem withi

42、n the system so that the lessons are referred to, tomaximize the value of the problem solving effort and prevent any similar problems.x Define and schedule actions to confirm the effectiveness of the corrective/preventive actions implemented.SAE INTERNATIONAL AS13000Page 7 of 20 8.9 D8 Recognize the

43、 Team The supplier shall recognize the success of the team and formally close the project. Actions: x Document the lessons learned from the 8D process.x Maintain all problem solving records.x Recognize the team for their contribution and celebrate the achievements.x Close the project.9. NOTES9.1 A c

44、hange bar (l) located in the left margin is for the convenience of the user in locating areas where technical revisions, not editorial changes, have been made to the previous issue of this document. An (R) symbol to the left of the document title indicates a complete revision of the document, includ

45、ing technical revisions. Change bars and (R) are not used in original publications, nor in documents that contain editorial changes only. PREPARED BY SAE COMMITTEE G-22, AEROSPACE ENGINE SUPPLIER QUALITY (AESQ) SAE INTERNATIONAL AS13000Page 8 of 20 APPENDIX A - PROBLEM SOLVING TEMPLATE AESQ - 8D REP

46、ORT Report # Supplier Name Supplier Code Date Opened Targeted Closure Date ClosedProgress TrackerDiscipline012345678Implement Immediate containmentand prep. Form the team Define the ProblemDevelop ContainmentActions Identify and verify Root Cause Identify Corrective Action Implement Corrective Actio

47、n Define and planPreventive action Recognizethe team Closure Date Effectiveness check DateDImplement Immediate containment and prepare0Part Number PO n: Customercontact:Part Description PO item: Witnessed by: Affected Engines: Customer reference number Delivery affected? No Yes Emergency Response Ac

48、tions taken Suspect root cause identified? No Yes Action DateRoot cause verified? No Yes Emergency Response Action? No Yes Recurring problem? If yes, attach report No Yes Emergency action 3 Make first draft of IS/IS NOT chart for better problem understanding, then complete team definition Attach sheet D 1A Form the team 1BClosure management of resources and competenciesx Practical examples or case studiesx Questioning and listening techniquesx Basic tools as specified in the table belowx Human factors and error/mistake proofingx Go/look/See observe the process where it is