Original Date: 07/23/1996
Revision Date: 01/18/2007

Prior to 1995, Nascote used conventional root cause analysis, fish bone charts, resolution reports, and corrective action reports to identify and prevent recurrences of customer concerns related to product quality and defects. This process was carried out primarily by management, and was not always a well-disciplined approach for providing total resolution of recurring problems.

Since early 1995, Nascote has used the Ford Motor Company 8 Discipline (8-D) Problem-Solving Process to identify and correct customers’ product quality and reliability concerns. The 8-D problem solving process, a team- oriented method of problem solving, applies process and statistical tools as its basis. Process tools are thought processes requiring a unique set of steps; statistical tools are validation and verification techniques used to display easy-to-understand and easy-to-use information.

The four process tools used in this 8-D process are Concern Analysis, Problem Solving, Decision Making, and Planning and Problem Prevention. Each process tool has a unique purpose and leads the problem-solving team in a disciplined approach for correcting and preventing the customer’s product quality and reliability concerns. A wide range of statistical tools such as cause and effect diagrams, Design of Experiments (DOE), and failure mode and effect analysis are used throughout the 8-D process.

The 8-D program requires a team leader (a company manager) who leads the activities of the team and who has the authority to implement change. Team members with the most knowledge of the process are chosen from the workforce. Since over one-third of the work force has extensive training in the 8-D process, Nascote can systematically resolve difficult problems which were previously unsolvable. By emphasizing Advanced Quality Planning, problems are prevented from occurring with future programs. The 8-D process is now used extensively throughout the company, addresses customer concerns and helps alleviate problems.

Besides resolution of customer concerns and problem prevention, Nascote has applied the 8-D process to identify root causes and prevent recurrence of OSHA recordable injuries. Since implementation of the 8-D process in safety, Nascote’s OSHA Recordable Incidence and Lost Workday Case Rates have dropped from 16.6 and 11.3 in FY92 to 6.0 and 2.6 respectively, in FY96. The normal incidence for the plastics industry is 13.1 and 6.2. In addition, Nascote has reduced its Workers Compensation costs from $844,189 in FY92 to $110,760 in FY96 a $733,429 reduction. Key to this significant cost savings was the disciplined approach of the 8-D program and the make-up of the team. As in process and quality problems, the employees are the most knowledgeable on the processes causing an injury.

Nascote has showed that the 8-D problem solving process is an effective means for solving customer concerns and problem prevention in a manufacturing process as well as other environments.

For more information see the Point of Contact for this survey.