Monday, October 4, 2010

But....my problems are special and don't need to be shared.

Yes, every problem instance is unique.  However, all problems need to be understood and communicated in a consistent manner for the company to learn from them.

50 really clever problem solvers may each tell 2 or 3 of their friends about their problem solving exploits, which is good since they are sharing knowledge, but what happens when a problem solver is a shy guy?  The knowledge they gained is not shared at all.  If the shy guy wins the lottery, when he walks out the door that knowledge is gone forever. 

8D is a great format for sharing.  All aspects of the problem are addressed in a logical manner. The whole story should be present if you do all the steps.  In D4 - Root Cause Analysis, determining the real root cause is important, but logging the Possible Causes you investigated but  turned out NOT to be the root cause is valuable. 

Personally, I have presented many a problem to a completely silent audience only to get "Well, did you consider this possible cause or that possible cause?"  By documenting what you ruled out and why you ruled it out, those questions are answered.  If you share the 8D report with customers or suppliers it shows all the work you did to figure out the true root cause.

Okay, so you've put in permanent solutions and all seems groovy.  Then 6 months later, (gasp) the problem reoccurs!  So what do you do now?  Well, first you find the problem report and double check that the counter measures are still in place.  Then you reconsider the root causes you previously ruled out.  Something will have changed or was left out.

Or you can just start over.  (Please don't do this)  Learn from the last occurrence.

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