Concern Resolution

Process
 Purpose of Concern Resolution
Process
• To establish structured approach for
– Identify and eliminate causes of non-
conformance.
– Planning of correction and necessary
corrective actions.
– Implementation, monitoring of
actions planned to improve
effectiveness.
 FLOW CHART
(Concern Resolution Process)
Phase Conformity Analysis (L0)
I
Yes
Concern Resolved

NO

Phase II QC Story initiated

Yes
Concern Resolved

NO

Phase Design related concerns

III escalated to PVT

Concern
Closed
 Phase I – L0 Analysis

• Conformity Analysis – (L0 Analysis)

– Conformity Analysis is carried out for defects
identified at RFI, NOVA-C/ Ad. NOVA-C, PDI, CCAS,
GD etc.
– If cause(s) for the problem is not identified in
Conformity Analysis, then QC Story to be initiated
– Lead Responsibility of Analysis : Cell Leader
– Use Format (MQS/MAPS/F01)
L0 Analysis Format
L1 Analysis Format
L 0 Analysis Example 1
L1 Analysis Example 1
L1 Analysis Example 2
QC Story
 Introduction to QC Story

1. Definition

"QC STORY" is a problem-solving

technique based on the examination
of facts and data, with no speculation,
intended for problems caused by a
number of issues.

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Plant: 1
 Introduction to QC Story

QC story: a problem-solving method,

QC Story is not only applicable to

quality problems, but also
productivity, cost, logistic, power,
safety, etc., problems.

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Plant: 1
 Introduction to QC Story

QC story: A means of communication

QC story is both a problem-solving tool and

also often a communication tool.

It is rarely the case that the problem to be dealt

with does not affect colleagues or need to be
communicated at company level
(capitalization).
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Plant: 1
A Q.C. Story is a document that is used
to explain work done during an
improvement effort.

It contains elements that explain the

steps in the improvement effort.

This standard format makes it easy to

understand the details of an improvement
project.

The Q.C. Story is intended to be written

during a project to help the effort remain
on track, making regular progress.
 Introduction to QC Story

The partnership with Nissan

has demonstrated that the
use of graphs/charts,
drawings, and diagrams
allows better communication
by eliminating the need for
language.
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Plant: 1
 Introduction to QC Story
QC story has been introduced in Europe, notably in
Nissan's Sunderland (UK) plant in 1992, then in the
Barcelona plant.

Since QC Story was implemented, Nissan has evolved,

moving from an 11-step process to a more concise 9-step
process.

It is this latter process that is presented in the following

pages.

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Plant: 1
 QC Story in the
MAPS
Excellence on a routine (daily) basis

Deployment
of objectives (targets)
and action plans
- QC Story
- Basic quality tools
- Poka Yoke
- MQA
- C2QR
- QRQE JIT

QC TPM
The standard = The
baseline (reference)
Kaizen
WSS
Dexterity 5S
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Plant: 6
 The 9-step QC Story process

P
1- Select the subject (theme/issue)
2- Justify the choice
3- Understand the current situation
4- Select targets
A D
9- Summarize and plan P 5- Analyze
6- Implement corrective
future action A measures
8- Standardize D
C
C
7- Confirm the effects
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Plant: 9
 QC Story Steps

• Step1: Select the Theme

• Step 2: Justify the choice
• Step 3: Understand the current situation
• Step 4: Select Targets
• Step 5: Analysis (Level 1 Analysis)
• Step 6: Implement corrective measures
• Step 7: Confirm the Effects
• Step 8: Standardise
• Step 9: Summarise & Plan future actions
QC STORY

• FORMAT

Theme resolution format

 Q.C. STORY
• Theme: This section of the Q.C. Story
contains one simple sentence,the Issue
Statement.An Issue Statement contains
three elements: Direction, Measure,
Reference to a process, product, or
service
• For example: "Reduce (direction) the
percentage of contracts that are
returned for rewrite (measure) in the XYZ
Contract Department (reference)."
 QC Story

Step 1 – Select the theme :

To eliminate the defect of wrinkles of moulded

roof from 16 per month (RFI) to zero.
Be careful of words like "improve" and "lack of.“

Statements such as "improve customer satisfaction"

or "lack of training" are not issue statements because they
contain no direction, measure, or reference.

The term "lack of" is really a cause in disguise, not an issue.

If "lack of training" was to be accepted as an Issue
Statement, the obvious solution would be to "do training."
It would require no analysis to find the cause
because the cause is implied from the beginning.
Another word to avoid in an Issue Statement is
"and. "Usually when "and" is in the Issue Statement,
it indicates the presence of two issues.

It is commendable to try to resolve two issues at once,

but it can be very difficult and is sometimes impossible.
If the two issues have the same set of causes,
then choosing one issue will automatically lead
to the resolution of the second.

If the two issues have different causes,

it is a mistake to try to analyze and solve them together.
In either case, they should be two separate stories.
 Step 2 – Justify the choice :

Parato diagram for RFI Defects per month

25 100.00%
Defect per month

20
16

cumulative
percentage
15
20.00%
10 11 10 8

4
5
,
0 -60.00%
Wrinkels on Excess gap rh Fouling w /blade to W/loom on tapet Missing stopper
mo.roof w /arch w /s seal cover g/box lid
Defects
In this section we explain why we are working on this
issue.

It is easy to say "customer satisfaction."

The question that needs to be addressed here is
"how do we know that this is the most important
thing to work on" to improve customer satisfaction?

We need to show how we know this is an issue.

 Immediate
2.a
Containment Action
To ensure that customer is protected immediately. It can include containment action and immediate action
throughout the supply chain. Some times this step is not applicable
 3. Understand the current
situation
Observation of process:

Results of process walk through / any non adherence

to standard practice or specifications, add process
flow chart if required

Add details like : Time to time, location to location,

person to person, stream to stream differences as
applicable
Use of Sketches, photos, stratification, run chart,
concentration diagram, histogram, control chart etc
as applicable
Understand the current situation.

Here is where we explain the status

of the issue before we started working to
improve it.

Several things need to be explained

for the reader to understand the Initial Status.
 Step 3 – Understand the current situation.
• There is no SOS available but SOP is available for
moulded roof fitment and it indicates the main (key) points
"How to fit the moulded roof with the reason for the key
point.
• The operator is correctly trained on the workstation, is
Level Q3(L) and qualified for the workstation.
• There is no SOS is available for sunwiser ,grip handle and
mirror fitment.
• This defect is not a part of a checkman list
 Step 3 – Understand the current situation.
• Wrinkles observed on roof at various locations.

• There is variation in Roof thickness at various locations.

4. Select Target
Identify the target. A target is a number indicating the
level of improvement to be achieved.

-----------------------------------------------------------
Present
Level: -----------------------------------------------------------
based on average data of last --- months

----------------------------------------------------------
Target: ----------------------------------------------------------
-- based on average data of last --- months
 Step 4 – Select the target.
  Pick up data 
 
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  Analysis & 1 st trail.

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  Again pick up data.

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Analysis

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2 nd trail

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  4 th trail

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5. Analysis

5.1 Identify possible causes:

Use following formats

-Cause & Effect Diagram (CED) : MQS/MAPS/ F04 to identify
potential causes.
-To identify root cause use Why Why Analysis (MQS/MAPS/F05)

- Level 1 Analysis report : MQS/MAPS/F02 to be used to document

all observations, trial results, inspection record, visuals, sketches,

part conformity, Fixture inspection/ Calibration details etc.

 Step 5 – Analysis.
SOS not available
Method Man
WSS CONCEPT NOT
APPLIED
SOS for for all the fitment
not available. Operator not follow the sos
Operator not fixed

Wrinkles on
moulded roof

Hole mismatch
Holes on body shifted.

Torque of battery operated gun not o.k.

Mould not o.k
Holes not match with body

Calibration not done.

Foam gets collapse

Material Machine

No step below all these acc.

 WHY - WHY Analysis
5.3 Identify the root causes: (Use Format
MQS/MAPS/F05)

Report No. :
Equipment name :

Date/Time of B/d or :
Defect Incidence

Phenomenon:
 TEST OF HYPOTHESIS
5.2 Confirm the probable cause:

No Probable Testing and Observations Conclusion

Cause
Data are collected to determine and verify which of the several possible causes is, in fact,
the cause of the problem.

There are several analytical tools to help with this effort:

checksheets, histograms, or scatter diagrams are very useful.

The story should include the time period over

which the data were collected.
We sometimes run small-scale experiments to collect
Data about causes or to verify that we have found the actual
causes .When the results from these experiments show that
our theories are correct, we can include them in this section of the story.
How causes are verified is an important but
Commonly overlooked part of the story.

This section of the Q.C. Story concludes with a statement

of "Necessary Action." This is not a plan
; it is a statement that summarizes what needs to be done to
eradicate the cause.
6. Implement the corrective
measures
6.1 Actions Decided

Root Cause Action Plan Target Resp. Status

Dt
Step 6 – Implement corrective measures
• Customer protection. -Operator ask to take care while fitment of
roof rexine.
Sr. no. Cause Solution Q C D Total Pilot Target Status.
date

1 WSS not available 1.SOS to be written 8 9 9 648 Y R Patil 15.10.07 Closed

2.ILU plan to be prepare 16.11.07 Open
3.3 Step learning to be
given to operator 16.11 Open
4.Operator to be fixed. 16.11 open

2 Body holes not 1.Body shop to ensure 8 6 7 336 N G Wani 15.10.07 Closed
match with roof holesthat body dimentions
are maintain
2.Master body to be 15.10.07 closed
given to vendor

3 No step below all Trail with Spacers to 8 6 7 336 Jayant 06.11.07 open
accessories betaken for full one day & Borkar

4 Mould not o.k Mould like scorpio 9 3 7 189 Bhamre/B open

required orkar/
Jayant
Guidelines to user
Step 6) Implement Corrective Measures:
- Consider various probable actions
- Ensure that probable action selected does not create side effects
- Before implementation, decide on the role of each member and a schedule.
- Assign each corrective action a priority and stick to it.
- Involve the operators.
- Do things yourself, the approach will be all the more concrete!
- More than half of the corrective actions will require changes to be made:
tests and checks are extremely important when implementing corrective
actions.
- Confirm the effect using the same method and same observer.
- The use of color, limits, graphics, and instructions at the place where the
corrective measure is to be applied are effective means of drawing attention
to it.
- Share the results with all interested parties!
Guidelines to user
Step 7) Confirm the results & effects:
7.1 Verify Results:
- Compare with the initial conditions (step 3) using the data
(charts).
- Effects must be explained with respect to the direct effect,
indirect effect (repercussions), or non-material effect aspects.
7.2 Full Scale Implementation plan:
- The situation before and after the corrective action must be
shown and the same charts used as in step 4.
7.3 Tangible & Intangible benefits:
- If the effects can be converted into gains (financial), this is
preferable e.g. Return on investment, annualized savings
- In as far as possible, the effect of each action on the final
result must be shown (by numbering them).
Step 7 – Confirm the effect

Monitoring for Wrincles in RFI

Quantity

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6 Methodology started (03.10.2007)
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10
12 9
3 4

Aug Sep Oct Nov Dec Jan Feb Mar

Month
Guidelines to user
Step 8) Standardise:
8.1 Updation of documents:
- Revise or establish the working "standard".
- Review cycle time, standard stocks, standard machine conditions,
etc.
- Visual tools are highly effective in standardization.
- Update all the relevant documents like Drawings/specifications,
Process Sheets, PFC, PFMEA, Control plan, SOP or SOS, Check list
etc, & mention the reference of the same
8.2 Training:
- If the problem stems from the operating procedure, train the
operator on the new standard
- Train people on new/modified SOP
- Train people to modify / develop SOS

8.3 Additional Audit / Check

- Check the quality level and how the operator functions with the
new method/procedure for at least two weeks.
- Carry out additional audit/check to ensure adherence to the new
system & monitoring results achieved
Step 8 – Standardisation.

•SOS writing is completed

•ILU plan will be prepared
Standardization

Here we explain the steps that were

taken to ensure that the implemented solution
will remain in effect. We want to prevent
the process from reverting to its previous
state so we can continue to hold the gains
achieved through the process improvement.
Guidelines to user
Step 9) Summarise and future action plans :
9.1 Conclusion
- Once target has been achieved, progress and results are reported to
management. Future plans are drawn for causes that cannot be
currently resolved. If concern is not resolved & product design
change is necessary then it is to be escalated to PVT/PDT/PET for
PHASE III actions.
9.1 Horizontal deployment
- Check the possibility of extending the actions to similar product or
process
9.2 Lessons learnt
- Summarize the learning from the project

Note : 1.Use QC Story Format to document & communicate summary of

PHASE II activities of all 9 steps for future reference.
(Use Format MQS/MAPS/F03)
 Step 9 – Summarised and plan
future action,
•WSS to be implemented to reduce the defect
•Body dimensions to be maintain
•Solution no. 4 will be required for eliminating the problem
but the cost will be more so it will be implemented in due
course till then all the other solution are implemented by
concern people. SOS writing is completed
 Future Plan

In this last section we list the problems

that could be addressed next and the
issue that has been selected
to be the next project.
Paint Shop Nashik Example

• Video