5-Why_Methodology_Presentation_Quality

• Delphi’s 5-Why problem-solving analysis method is part of the zero defects initiative.
Why 5-Why?
• Motorola customers currently require 8D analysis for product returns • Delphi Delco requires 5-Why analysis on all product returns that are assigned a Covisint number
Root Cause
Fault Tree Analysis Example
Locked Out of Building
• The company hired a new employee, John, on 28 August 2002. • As part of his job responsibilities, John will need to work with colleagues located in the manufacturing area of the facility. • The manufacturing area is automatically locked each day at 5:00 p.m. • Entry into the manufacturing area after 5:00 p.m. requires an authorized badge (to place on the badge scanner).
High-Level Process
Incident Created
Initial Response Submitted
Corrective Action Submitted
Customer Approval Of CAR
Incident Closed
5-Why Analysis Performed
Employee’s badge not activated
Supervisor had not completed the authorization form
Supervisor on vacation
Door was broken
Badge reader did not allow entry
Restricte d area
Badge was damaged
Employee’s badge not coded for manufacturin g area
Employee not authorize d
Fault Tree Analysis
• Fault Tree Analysis is the foundation for 5Why Problem Solving. • Output from the Fault Tree Analysis is used to begin the 5-Why process.
The Concept of Fault Tree Analysis
A Refresher
Motorola General Business Information 01MAY2003
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002.
Employee not authorized
ห้องสมุดไป่ตู้
x
Employee’s badge not activated Supervisor had not completed authorization form
Supervisor on vacation
GRASP THE SITUATION
CAUSE INVESTIGATION
Cause
Why?
Cause
Therefore
Why?
1 Ask “Why” until you
reach a logical root cause (is there a causeand-effect relationship from problem to root cause?) Why?
Cause
Therefore
Cause
Therefore
Why?
3
The Corrective Action(s) should correct the Root Cause
Root Cause
Why?
Fault Tree Analysis – Example
New employee unable to enter building
Fault Tree Analysis Example
New employee unable to enter building
Door was broken
x
Badge reader did not allow entry
Restricted area
x
Badge was damaged
x
Employee’s badge not coded for manufacturing area
– Both of these methodologies are industry-accepted techniques for root cause investigation
• 5-Why builds on the 8D analysis findings
– 8D analysis determines the root cause at that particular incident level – 5-Why analysis drives to the root cause at the process and system level
PROBLEM IDENTIFIED (Large, Vague, Complicated) Problem Clarified ↓ Area of Cause Located Where in the process is problem occurring? Point of Cause (PoC) “Go See” the problem Why? 1 Cause Basic Cause/Effect Investigation Why? 2 Cause Why? 3 Cause 5 Why? Why? 4 Investigation of Root Cause Cause Why did we Why did it Why did Why? 5
5-Why Methodology
Overview
• Establishing benchmark quality performance at Delphi is a top priority for Motorola SPS in 2003. • The implementation of the Delphi 5-Why Tool and Methodology will enable the sector to achieve higher levels of performance excellence in the area of effective problem solving.
Fault Tree Analysis Example, cont.
• John submitted a badge activation request to his supervisor, Jane, on 29 August 2002. • Jane’s two-week vacation (holiday) began on 30 August 2002. • On 03 September, John tried to enter the manufacturing area at 5:30 p.m., but his badge would not grant him access. This was the first time that he tried to enter the manufacturing area after 5:00 p.m. • John spoke with security personnel to see why his badge did not work, but they indicated that an activation request was never submitted by his supervisor.
have the problem? get to the customer? our “system” fail?
↓ Root Cause ↓ Corrective Action ↓ Lessons Learned
5-Why Fundamentals
Therefore
Problem
2
If done correctly, you should be able to trace the root cause back to the problem using “therefore” Therefore
Overview, cont.
• Zero defects is the new standard.
– Customers will reward those companies who achieve it – Companies that do not will be ineligible to bid on new business