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8D Methodology

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The 8D methodology is a systematic approach to solving problems. The 8D stands for 8 Disciplines, which represent the eight steps involved in the problem-solving process.

In This Topic

8D Project

Use the 8D Project template to conduct an 8D project according to the eight disciplines for identifying, correcting, and preventing recurring problems.
The 8D Project template answers the following questions.
  • Who and what does the problem affect?
  • What is the root cause of the problem?
  • What temporary containment actions can we take to protect the customer?
  • What permanent corrective actions can we take to prevent similar problems in the future?

How-to

  1. D0: Prepare: Gather data and collect feedback to determine if 8D is the right methodology to solve the problem.
  2. D1: Gather the Team: Establish a cross-functional team that has the right level of skills, competencies, and technical expertise to address the problem.
  3. D2: Describe the Problem: Define the problem in quantifiable terms and focus on the symptoms, its impact on the customer, when and where it occurred, and any other relevant details. Use evidence to support your claims.
  4. D3: Implement Interim Containment: Identify, evaluate, and implement immediate actions to contain the problem to keep customers informed and protected.
  5. D4: Identify and Verify Root Cause: Use various problem-solving tools and techniques to identify and analyze the underlying cause of the problem.
  6. D5: Define and Verify Corrective Action: Develop and implement corrective actions to eliminate the source of the problem and prevent it from recurring.
  7. D6: Implement and Validate Corrective Action: Test and monitor the corrective actions to verify that the problem does not exist anymore.
  8. D7: Prevent Recurrence: Develop long-term actions, such as process changes, monitoring, and training to ensure that the problem does not recur.
  9. D8: Celebrate Team Success: Recognize the team as well as individual contributions and document lessons learned for future projects.

8D Internal Report

Use the 8D Internal Report to document the high-level information associated with each phase of the 8D project for internal use only. The 8D Internal Report is a living document that records the progress, actions, and findings at each phase of the problem-solving process.
The 8D Internal Report answers the following questions.
  • What are the key details from each phase?
  • What actions did the team take at each phase?
Note

The data in this form is shared with the 8D phase forms. Any data you enter in this form automatically populates the forms that share this data and vice versa. At the end of the project, the 8D Internal Report will be complete and serve as a summary of the project for the team.

How-to

  1. Initially, enter as many details about the project as possible.
  2. If necessary, edit the form.

8D Customer Report

Use the 8D Customer Report to document 8D project information for the customer including the problem's root cause and any corrective actions. The main purpose of the 8D Customer Report is to promptly acknowledge and address a customer-reported problem.
The 8D Customer Report answers the following questions.
  • What is the customer's claim?
  • What evidence supports the claim?
  • What corrective actions did you take to resolve the problem?
Note

The data in this form is shared with the 8D phase forms. Any data you enter in this form automatically populates other forms that share this data and vice versa. At the end of the project, this form will be complete and ready to share with the customer.

How-to

  1. After gathering initial information about the problem, enter details about the customer's claim.
  2. Summarize the root cause of the problem and any evidence to support the customer's claim.
  3. Summarize the corrective action plan.
  4. After your organization implements the corrective action plan, update this form to include evidence of the improvement.
  5. Provide the customer with a copy of this report.

8D Action Items

Use the 8D Action Items form to track the action items, including verification details, of the project. This form serves as a central reference for all the steps taken to resolve the problem.
The 8D Action Items form answers the following questions.
  • What actions did the team take at every phase of the project?
  • Who was responsible for each action?
  • What is the status of each action?

How-to

  1. Throughout the project, add any new action items that occur as you move through each phase of the 8D methodology.
  2. Monitor and update the status of each item.
  3. Refer to this form as a historical record of the steps you took to address the problem and prevent it from happening in the future.

D0: Prepare

The main purpose of D0 phase is to gather data and collect feedback to determine if 8D is the right methodology to solve the problem.
The D0: Prepare form answers the following questions.
  • Is the 8D methodology the appropriate approach to this problem?
  • What resources are required to solve the problem?
  • Is an emergency response necessary?

How-to

  1. Determine if the 8D methodology is appropriate, then justify your decision to proceed.
  2. Document the tracking data for the project, including start and end dates, the customer claim, and any affected parts.
  3. Determine the time and effort required to complete the project.
  4. Identify the necessary technical skills and competencies of the people required to solve the problem.
  5. Use a Risk Matrix to determine if an Emergency Response action plan is necessary, and if so, describe the plan. For more information, go to Risk Matrix.

D1: Gather the Team

The main purpose of the D1 phase is to establish a cross-functional team that has the right level of skills, competencies, and technical expertise to address the problem.
The D1: Gather the Team form answers the following questions.
  • Who are the team members?
  • Are all team members qualified and available?
  • Who will be responsible for leading the project?

How-to

  1. After you determine if 8D is appropriate, determine who has the skills, experience, availability, and authority to be an effective team member.
  2. (Optional) Use the RACI (Responsibility Assignment Matrix) form to identify the team members and clarify their roles on the team. For more information, go to RACI (Responsibility Assignment Matrix).
  3. Identify the project leader and champion.
  4. Add all team members and their contact information to the table.

D2: Describe the Problem

The main purpose of the D2 phase is to define the problem in quantifiable terms and focus on the symptoms, its impact on the customer, when and where it occurred, and any other relevant details. Use evidence to support your claims.
The D2: Describe the Problem form answers the following questions.
  • What is the problem?
  • How does the problem impact the customer?
  • What quantifiable evidence of the problem do we have?
Tip

Use the CATWOE and the Is/Is Not forms during this phase to help you define the problem and narrow its scope. For more information, go to CATWOE and Is/Is Not.

How-to

  1. After you establish your team in phase D1, gather as a team to define the problem. Identify what is happening, where it is happening, when it occurs, and who it impacts.
  2. Collect any evidence of the problem, including data and images, and add these items as related documents and/or hyperlinks to the roadmap of the 8D Project template.
  3. Create a specific, measurable, and well-documented problem statement based on your findings and the data you collected.
  4. From the problem statement, define the scope so the team can collectively set goals and establish a timeline for the project.
  5. Update the 8D Action Items form.

D3: Implement Interim Containment

The main purpose of the D3 phase is to identify, evaluate, and implement immediate actions to contain the problem to keep customers informed and protected.
The D3: Implement Interim Containment form answers the following questions.
  • What is the immediate problem?
  • How can we prevent it from getting worse?

How-to

  1. After you clearly define the problem in phase D2, issue a Quality Alert (see below) to inform customers of the problem, what they can do until you implement a permanent solution, and what they can expect until then.
  2. Use a brainstorming tool to brainstorm potential containment solutions.
  3. Use a Solution Desirability Matrix to determine the best solution, then describe the solutions you considered and which one you plan to pursue. For more information, go to Solution Desirability Matrix.
  4. Summarize your Interim Containment Plan.
  5. Update the 8D Action Items form.

Quality Alert

In this phase of the 8D project, use the Quality Alert form to summarize the problem and its impact so you can notify customers of any actions they might need to take while you investigate the problem and what they can expect after you resolve the problem.

A Quality Alert form ensures that you manage the problem promptly and systematically.

The Quality Alert form answers the following questions.
  • Who should you notify about the problem?
  • What will the notification be and who is responsible for it?
  • When and how will you deliver the notification?

How-to

  1. Document the details of the problem including the date, time, and location of its discovery and information about the product, processes, or equipment involved.
  2. After analyzing the problem, determine its impact on the customer.
  3. Document what actions the customer can take to address immediate issues and what they should expect as a follow-up from your organization.
  4. Itemize the deliverables you plan to produce to address the problem and communicate this information to your customers.
  5. Include the purpose of each deliverable, who will deliver it (owner), who will receive it (audience), and when and how they will receive it.

D4: Identify and Verify Root Cause

The main purpose of the D4 phase is to use various problem-solving tools and techniques to identify and analyze the underlying cause of the problem.
The D4: Identify and Verify Root Cause form answers the following questions.
  • What is the problem's root cause?
  • What is the problem's escape point, or the earliest point at which the problem should have been detected, but was not?
  • What tools were used to investigate the problem?

How-to

  1. After you implement the interim containment plan from phase D3, use a Fishbone diagram to brainstorm likely causes of the problem. Next, use the Five Whys form to help narrow the likely causes. For more information, go to Fishbone and Five Whys.
  2. Perform a root cause analysis. Summarize the results of your analysis and how you verified the actual root cause. Be sure to include any tools that were used in your analysis and verification and link them to the project.
  3. Use a Fishbone diagram to brainstorm likely escape points. Summarize the results of this exercise and how you verified the actual escape point.
  4. Update the 8D Action Items Items form.

D5: Define and Verify Corrective Action

The main purpose of the D5 phase is to develop and implement corrective actions to eliminate the source of the problem and prevent it from recurring.
The D5: Define and Verify Corrective Action form answers the following questions.
  • What corrective action will best solve the problem?
  • Does the corrective action have any potential side effects or negative consequences?

How-to

  1. Based on your findings from the D4 phase, summarize the corrective actions you plan to take to eliminate the problem's root cause.
  2. Use a PFMEA to identify the causes of failure and evaluate the risks associated with each cause. For more information, go to FMEA.
  3. Use an Impact Analysis to identify who and what are impacted by potential change to evaluate the severity of the impact. For more information, go to Impact Analysis.
  4. Based on the results of the PFMEA and Impact Analysis, determine if there are any side effects from the corrective actions you plan to take. If so, summarize how you plan to mitigate them.
  5. Update the 8D Action Items form.

D6: Implement and Validate Corrective Action

The main purpose of the D6 phase is to test and monitor the corrective actions to verify that the problem does not exist anymore.
The D6: Implement and Validate Corrective Action form answers the following questions.
  • Did corrective actions result in a significant improvement?
  • What evidence do we have to verify that the corrective actions were effective?

How-to

  1. After you implement the corrective actions, collect data to assess and verify the results.
  2. Consider the following tools and techniques to assess and verify the effectiveness of your corrective action.
    • Use a 2-Sample t Test to compare past performance with current performance.
    • Use Control Charts and Time Series Plots to monitor the results of the corrective actions.
    • Gather feedback from customers to ensure the corrective actions resolved the problem from their perspective.
  3. Summarize your data collection methods and any evidence of the improvement. Include any data sets or graphs.
  4. Document any unexpected side effects the corrective actions caused and how you addressed them.
  5. Update the 8D Action Items form.

D7: Prevent Recurrence

The main purpose of the D7 phase is to develop long-term actions, such as process changes, monitoring, and training to ensure that the problem does not recur.
The D7: Prevent Recurrence form answers the following questions.
  • Do we need to change any systems, processes, or procedures to prevent the problem from happening again?
  • What internal documentation do we need to update to support these changes?
  • Who needs to be aware of these changes?

How-to

  1. Use a brainstorming tool to identify potential systemic failures that could lead to a recurrence of a similar problem in other areas, such as product lines, departments, or locations.
  2. After you identify potential systemic failures, use a process map to reflect any proposed process changes to prevent these potential failures.
  3. Use a Solution Implementation Checklist to document items to consider before you implement any proposed process changes. For more information, go to Solution Implementation Checklist.
  4. After you determine which proposed changes to implement, complete a Communication Plan to ensure that you can effectively communicate the proposed process change. For more information, go to Communication Plan.
  5. Identify, review, and update any internal documentation affected by the proposed process change.
  6. Implement the process change, then communicate the change to the affected personnel.
  7. Update the 8D Action Items form.

D8: Celebrate Team Success

The main purpose of the D8 phase is to close the project, recognize the team as well as individual contributions, and document lessons learned for future projects.
The D8: Celebrate Team Success form answers the following questions.
  • What did we accomplish as a team?
  • How did each team member contribute to the team's success?
  • What lessons did we learn?

How-to

  1. At the end of the project, gather as a team to celebrate your success and complete the Project Retrospective and Lessons Learned form (see below).
  2. Acknowledge the effort and commitment of the team.
  3. Recognize and appreciate each team member and their individual contributions.
  4. Share success stories and lessons learned from the experience.
  5. Encourage team members to provide feedback on what went well and what did not go well to foster a positive work environment and open communication.

Project Retrospective and Lessons Learned

In this phase of the 8D project, complete the Project Retrospective and Lessons Learned form as a group to reflect on recent work, encourage open communication, and improve processes.
The Project Retrospective and Lessons Learned form answers the following questions.
  • What went well?
  • What did not go well?
  • What did we learn from the project?

How-to

  1. As a group, share what went well and what did not go well throughout the course of the project.
  2. From this discussion, identify issues that affected productivity or quality of work. Try to recognize and understand patterns or themes that contributed to the teams' successes and challenges.
  3. Based on this insight, generate specific action items for future improvements.
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