Who should take the lead for 8D Corrective Actions

T

tomccchang

#1
Dear Quality Gurus,

I had the arguement recently with our QA manager about who should take the lead to corrective actions to design problems, as well as to production quality problems, sales quality probelms, etc. She said RD or the root cause owners should do all the analysis works, call meetings, coordinate the problem resolving, but to me, the coordination job should be done by QA team although RD should provide the analysis data. Am I thinking of this correct ?
 
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Bev D

Heretical Statistician
Staff member
Super Moderator
#2
it can be whoever you decide it to be. I've found the best leaders to be teh best problem solvers and they typically are dispersed randomly throughout your organization.

by the way, ask your Qa manager how tehy know who the root cause owneris until the root cause is determined???
 
T

tomccchang

#3
Thanks Bev D.

I agree the best leaders to be the best problem resolvers, and maybe the big boss is the only and best resolver to across-division argument and problems (sometimes "design" quality problem is not simply resulted from design side alone). Although it is possible, However it is normally difficult for a person to resolve a problem that are not within his area.
 
T

trainerbob

#4
I would suggest a cross functional team of people from any and all areas of the organization that have a stake in the issue. This usually will give you all of the information you need to get ot the root cause. The involvement also brings ownership of the issue and solution to those involved
 

Bev D

Heretical Statistician
Staff member
Super Moderator
#5
Yes it very difficult for a single person to solve any Problem. We need crossfunctional teams that OWN the Problem resolution from problem definition to understanding causal mechanism to designing a solution that may affect many groups all the way thru validation that the implemented solutions actually eliminated - or significantly reduced - the Problem.

It is absolutely essential that we understand that for all but the simplest causal systems it is virtually impossible to know who owns the cause until the cause is identified. It is equally important to understand that the causal mechanism or system is more than likely owned by more than one department. Certainly the full implementation of a solution to a Problem is owned by more than one organization.

Physics rarely respects organizational boundaries...
 
C

CarlDaniel

#6
If it is a customer complaint then I guess QA manager should be the team champion. The members should be process/product experts from different stations/areas who could contribute to solving the problem. Maybe the QA manager should assign someone from his team to compile and write the report.
 
G

GoKats78

#7
Dear Quality Gurus,

... She said RD or the root cause owners should do all the analysis works, call meetings, coordinate the problem resolving, but to me, the coordination job should be done by QA team although RD should provide the analysis data. Am I thinking of this correct ?

I was wondering, as did Bev D, how the root cause owner could be determined was assigning the corrective action...
 
T

tomccchang

#8
I would suggest a cross functional team of people from any and all areas of the organization that have a stake in the issue. This usually will give you all of the information you need to get ot the root cause. The involvement also brings ownership of the issue and solution to those involved
yes, but who should initial or call a meeting for the complaint, and then after the owner is defined, how the owner take the lead for all follow-up discussion, meetings, trackers as kind of punishment ? If this is right, then how we know this won't be a player and judge issue. My thought is QA team need to take the lead, at least host/monitor all the discussion and meetings until the correction action is taken. As for 8D, i think it should be compiled and written by QA team as well.
 
T

tomccchang

#9
Yes it very difficult for a single person to solve any Problem. We need crossfunctional teams that OWN the Problem resolution from problem definition to understanding causal mechanism to designing a solution that may affect many groups all the way thru validation that the implemented solutions actually eliminated - or significantly reduced - the Problem.

It is absolutely essential that we understand that for all but the simplest causal systems it is virtually impossible to know who owns the cause until the cause is identified. It is equally important to understand that the causal mechanism or system is more than likely owned by more than one department. Certainly the full implementation of a solution to a Problem is owned by more than one organization.

Physics rarely respects organizational boundaries...
Thanks. I have not asked but will ask our Qa manager how she knows who the root cause owner is until the root cause is determined. Hopefully she say QA would take the lead to determine the root cause, but unfortunately people usually use their experience to determine what the problem could be and who should take the responsibility and then ask the owner to take the lead.
 
T

tomccchang

#10
If it is a customer complaint then I guess QA manager should be the team champion. The members should be process/product experts from different stations/areas who could contribute to solving the problem. Maybe the QA manager should assign someone from his team to compile and write the report.
I agree. So, in your view, who should be the team champion for an "internal" failure or internal complaint ? i think It still be QA team.
 
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