$499 – $599

ASQ Supply Chain 8D- 8 Disciplines for Product Quality Customer Complaints...

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Regus Conference Center

630 Freedom Business Center Drive

3rd Floor, Suite 300

King of Prussia, PA 19406

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Event description


8D Eight Disciplines

A rigorous tool for responding to customer complaints and preventing recurrence of quality non-conformance escapes.

Instructor: Roy Kinkaid

ASQ RU: 0.8

Prerequisite: None required but an understanding of quality tools are helpful.

Proposed Benefits:

8D is a methodology – a structured process, for responding to and taking action on customer complaints.

Starting with supporting the customer complaint with data, putting together a team to resolve customer issues, assessment of replacement product to ensure customer satisfaction (manufacturing product in stock, replacement service to be delivered), evaluation of similar product or service where the customer problem may exist, visual representation of the customer issue, and analytical steps to determine the root cause to prevent recurrence.

In this one-day session, participants will learn how to select and apply the process to effect improvement and prevent recurrence.

The ROI for a company comes from the application of the process that was taught and the participant’s application to a problem currently at their organization, returning value to their organization for the time and cost invested in training. The goal is to transition the methodology to the participants for continued application in their organization.

Background & Class Details

8D is a methodology standardized by the US Government during WWII as military standard 1520, and later adopted by the automotive industry (Ford during 1960-70).The methodology is a rigorous tool for responding to customer complaints and preventing recurrence. It helps and organization to focus on customers issue, implement temporary measures to prevent the customer from receiving further product/service in question in the near term, determine how the product/service in question “escaped” and develop a long term strategy to find the root cause and eliminate the causal factors of the problem.

Participants will learn to implement/apply the 8D methodology in their organization through learnings at each step and the utilization of a generic form provided in the session that requires documentation of each organizational, corrective, preventative action step.

Participants are encouraged to bring a problem from their organization to apply learnings. Let’s make this a learn – apply, session.

8 Disciplines (8D)

Step 1 Establish the Team: establish a team to solve the problem and implement corrective actions.

Step 2A Problem Definition: Part Number, Customer, Sketch/Photo of the Problem (sample from the customer).

Step 2B Is – Is Not Matrix

Step 2C Problem Description

Step 3 Developing Interim Containment Actions: temporary actions to fix the problem

Step 4A Identifying & Verifying the Root Cause: analyze for the root cause of the problem

Step 4A Brainstorm the possible causes

Step 4A Cause and Effect Diagram – Fishbone – Why did it get out?

Step 4B 5 Why Analysis

Step 4C Action Plan: plan to verify the root causes

Step 5 Identify Permanent Corrective Actions

Step 6 Implementing & Validating the PCA : validate that the corrective action does what it is supposed to do.

Step 7 Prevent Recurrence: improvements to the system, process.

Step 7A Address Similar Systems where the problem could occur.

Step 7B Review of documents/systems that may need to be changed.

Step 8 Congratulate Your Team

We are going paperless. Materials will be distributed via USB. Please bring your laptop.

About the Instructor – Roy Kinkaid: rkinka@hotmail.com

Roy Kinkaid is an independent quality consultant (25+ years of experience) with an extensive background in the implementation of various quality management systems – Six Sigma/Lean, Baldrige, Continuous Improvement, ISO and the Carnegie Mellon Capability Maturity Model.

Roy has a degree in management/ statistics from Philadelphia University, certification in Six Sigma/Lean, and is a member of ASQ.

He has practical process improvement experience in manufacturing, non-profit, education, healthcare, service, software, and electronic commerce industries, helping companies to achieve six sigma quality performance levels. In addition Roy has hands on experience with change management, coaching and the facilitation skills necessary to implement a quality program. He has extensive experience working in Europe, the UK and Asia.

Payment Options:

PayPal: This is the default payment method in the Eventbrite ticket purchase. Credit Cards: must be tied into a PayPal account. ASQ Philadelphia Section does not accept Credit Cards directly.

Pay by Check: Do not register here. Instead: Notify the instructor Roy Kinkaid who will add you to the class roster in Eventbrite manually, and alert the Treasurer. Payment for the course is due by the first class session unless prior arrangements are made with the Section Education Chair or Section Treasurer. Make check payable to ASQ Philadelphia Section 0505. Mail to: ASQ Section 0505 c/o Tom Petrocella, Treasurer, 422 Woodland Ave, Glendora, NJ 08029

Pay by Invoice: Send P.O. to Section Treasurer, Tom Petrocella tpetrocella@comcast.net. Provide name of contact person to receive Sections's invoice.

General information:

If the course is held during the day, except where noted, lunch and morning and afternoon breaks are included in the fee. Emergency cancellation notification is to the mobile phone number you provided at registration.

ASQ Philadelphia Section reserves the right to cancel the course if the minimum enrollment is not met. Refunds provided if course is not held. Substitutions after Registration are permitted. Inform the instructor Roy Kinkaid directly to ensure accurate attendance records.

Ways to Save on Class Fees:

For this public classroom based class, an Early Bird Discount ticket is available for individuals. That offer disappears when the date passes. Comparable discounted tickets are always available for three or more employees from the same company who register at the same time.

For On-Site- based class, there will be a reduction from classroom-based cost but must provide food service and a suitable facility space to hold the class. For this third option, contact the instructor Roy Kinkaid directly rather than register for this event. This course can be held at your company with a minimum of 6 or 8 attendees at a reduction from the classroom based fee. Except for the Certification Exam Preparation courses, this course can be customized to subjects and issues at your company. The company must take care of breaks and lunch and a suitable training area and projection equipment. The course curriculum, time and date are negotiated directly with the instructor. A proposal will be submitted based on the understanding of your requirements. If interested, contact: Roy Kinkaid 917-353-5342, rkinka@hotmail.com.

Questions? Class information & Emergency Contact: Roy Kinkaid 917-353-5342 rkinka@hotmail.com

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Regus Conference Center

630 Freedom Business Center Drive

3rd Floor, Suite 300

King of Prussia, PA 19406

View Map

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