Corrective and Preventive Action

The goal of this course is that by the end of

this training module you will have:
A basis of knowledge of what is Corrective and
Preventive Action
A consistent understanding of the eight-
discipline (8-D) process, the individual steps
involved, tips on how to complete each one
and how they are linked.
Corrective and Preventive Action
What is Corrective and Prevention Action?
A structured approach to define, contain,
identify root cause(s) for and corrective
action(s) to be employed for an identified
problem (concern, non-conformance, etc),
the verification of the cause(s) and corrective
action(s) and actions taken to prevent
recurrence.
Corrective and Preventive Action
The structured approach
Jabil employs a structured approach called the
eight discipline (8-D) approach to corrective
and preventive action.
Why?
Provides a method which is Visible, Systematic,
Repeatable and Consistent
Provides a common approach
Builds a knowledge base
Allows research on similar problems
 PLAN

PDCA
ACT DO
CYCLE

CHECK
Corrective and Preventive Action
The PDCA Cycle
A systematic approach to problem solving that
includes verification of effectiveness of actions
taken and continued focus until desired results
are achieved.
Plan
Identify the problem
Analyze the cause
Determine actions to take
Corrective and Preventive Action
The PDCA Cycle (continued)
Do
Develop a plan to implement the actions
Communicate the plan
Execute the plan
Check
Monitor the progress of the implementation plan
Modify the implementation plan if necessary
Monitor the results of the actions implemented
Corrective and Preventive Action
The PDCA Cycle (continued)
Act
Evaluate the results
Standardize the actions taken that are proven effective to
prevent recurrence
OR
Start the PDCA cycle again if the desired results are not
achieved
OR
Do both if some level of effectiveness (improvement) was
achieved
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
The 8-Discipline Process
D0. Awareness Of The Problem
Customer Concern
At Customer Site
In The Field
Internal Concern
Process Issue
Product Issue
System Issue
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
The 8-Discipline Process
D1. Establish The Team
Should be cross functional
Should have the right knowledge, skills and
experience represented
All perspectives of the problem should be
represented (stakeholders)
The size of the team should be manageable
Corrective and Preventive Action
D1. Establish The Team (continued)
Characteristics of Effective Teams
Leadership
Team commitment
Clearly defined goals and objectives
Clearly defined responsibilities
Trust and respect
Authority
Positive environment
Effective listening
Timetable
Effective communication
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
The 8-Discipline Process
D2. Describe the Problem
A definitive documented statement of the
identified problem
Steps to document the problem
Collect facts through use of who, what, when, where,
why, how and how many questioning
Identify the problem through the use of the facts and
describing the gap between what is and what
should be.
Corrective and Preventive Action
D2. Describe the Problem (continued)
Questioning Examples:
Who
Who identified the problem?
What
What product has the problem? (i.e. Product name, serial number(s),
etc)
What is the problem? (failure mode?)
What does Jabil manufacturing data show for the product? (from the
date of manufacture)
When
When was the problem first noticed?
When does the problem occur (continuous, random, specific
conditions, etc)
Corrective and Preventive Action
D2. Describe the Problem (continued)
Questioning Examples: (continued)
Where
Where is the defect located in the product? (i.e. CRD)
Where was the problem found? (i.e. Customer location)
Why
Why is it a problem?
How / How Many
How was the problem found?
How many products are effected?
Corrective and Preventive Action
D2. Describe the Problem (continued)
When we truly understand what the problem is,
we can solve the problem rather that just
address the symptoms.
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
The 8-Discipline Process
D3. Initiate Containment
The immediate actions taken to identify and contain
a problem and prevent additional products with the
problem from being shipped.
Steps to Initiate Containment Action
Identify potential containment actions
Verify that the potential actions are capable of containing
the problem
Implement the verified actions
Corrective and Preventive Action
Levels of Containment
Internal Containment performed with the internal
process to contain the problem.
Level 1 Usually customer directed and requires
containment outside of the internal process, performed
prior to shipping.
Level 2 Customer directed containment that is
performed at their location(s) using impartial third
party resource. This is usually required as a result of
failure of Level 1 containment.
Corrective and Preventive Action
Levels of Containment (continued)
Level 3 Customer directed containment at
their customer. This is typically performed by
the customer with cost being the responsibility
of the supplier.
Corrective and Preventive Action
D3. Initiate Containment (continued)
Steps to Initiate Containment Action (continued)
Actions should stop the problem at as many points in the
process as possible, back to the source
Validate Containment Actions Collect and analyze all
relevant data
Determine if actions taken are effectively containing the
problem or if additional actions are needed.
Corrective and Preventive Action
Example of the PDCA Cycle in the 8-D
Process
Containment Actions
Plan Determine which containment actions need to be taken,
where they will be taken (in house, at customer, etc) how
they will be implemented, how they will be measured, who
will be involved, how product will be identified, etc
Do Implement containment actions through training of
people involved on how to contain the problem, identify the
product, document results, etc
Corrective and Preventive Action
Example of the PDCA Cycle in the 8-D
Process (continued)
Containment Actions (continued)
Check Monitor results of containment activities to
verify effectiveness of actions implemented. Verify
that the implemented actions are effective in
capturing the problem before product is shipped.
Act Determine if additional actions are needed
based on results. If additional actions are needed,
repeat the PDCA process again.
Corrective and Preventive Action
Examples of Containment Action
100% Inspection
Additional Testing
Multiple layers of inspection
Within the process
Within the facility
Before shipping
Containment must insure that the problem(s) stays
within our facility and does not reach the customer.
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
D4. Identify Root Cause(s)
Root Cause The cause(s) that when
eliminated results in the elimination of the
resulting problem. In other words the problem
is a result of the root cause.
Examples of Tools for determining root cause
Fishbone Diagram Cause & Effect Diagram
Brain Storming
Experimentation
Process Flow Analysis
Corrective and Preventive Action
D4. Identify Root Cause(s) (continued)
Fishbone Diagram Cause & Effect Diagram
A graphical display, in increasing detail, of all of the
possible causes of a problem to discover the root
cause. It is used to display the interrelationships of
the suspected causes.
The cause categories can be modified to fit the
problem being solved.
Corrective and Preventive Action
Fishbone Diagram Example
Causes

People Materials Methods

Effect

Problem

Machines Environment Other

Corrective and Preventive Action

Fishbone Diagram Example

Causes

People Materials Methods

Detailed Effect
Causes

Problem

Machines Environment Other

Corrective and Preventive Action
D4. Identify Root Cause(s) (continued)
Brainstorming
Team members provide suggested root causes
Everyones input considered
Team votes on most likely causes
Team develops plan to investigate and verify most likely
causes
Note: Brainstorming is used only to formulate ideas
(theories) for potential root cause(s), not for analysis of
each one.
Corrective and Preventive Action
D4. Identify Root Cause(s) (continued)
Experimentation
Performing experiments to see if the problem can be
reproduced and what conditions are necessary to
make it occur.
An experimentation plan should be developed
Results are recorded and reviewed
Additional experimentation actions may be needed if
target results are not achieved.
Corrective and Preventive Action
D4. Identify Root Cause(s) (continued)
Process Flow Analysis
Evaluation of the existing process and process flow
Asking questions such as
In which process(es) is the problem likely to occur
(be produced)?
Has there been any changes to the process that may
have an impact on the problem?
What does the process internal data suggest?
Corrective and Preventive Action
Root Cause Types
System Cause This is the cause(s) within the internal
system (process) that leads to the problem being
produced.
Examples: Machine Error, Defective Materials, System not
followed, etc
Leaking Cause This is the cause(s) for the problem
not being detected and/or escaping the internal system
(process)
Examples: Missed inspection, Not Detected, Not tested for,
etc
Corrective and Preventive Action
Root Cause Verification
Verification Methods
Experimentation when root cause is added the
problem is created and when removed the problem
doesnt occur. The ability to make the problem
come and go at will.
Supporting Data data that provides evidence of
where, how and how often the problem occurs.
Test the root cause(s) against the known facts to
determine if the cause(s) are correct.
Corrective and Preventive Action
Root Cause Identification
Additional Tips
Go to the point of occurrence in the system
(process) and observe
Use the 5 Why questioning technique
Make sure that the facts are compiled
Identify and relevant system (process) changes that
may have an impact on the problem
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
D5. Identify and Implement Corrective
Action(s)
Corrective Action The action(s) taken to
eliminate the cause(s) of an existing problem to
prevent recurrence.
The team determines the corrective actions that need
to be taken to address (eliminate) the identified root
cause(s)
System Cause(s)
Leaking Cause(s)
Corrective and Preventive Action
D5. Identify and Implement Corrective
Action(s) (continued)
The identified corrective action(s) must align with
the identified root causes, at a minimum.
Mistake proofing (Poka-Yoke) opportunities should
be identified, explored and implemented wherever
possible.
The team develops an action plan for implementing
the corrective action(s)
Implementation Timing, How to measure results (impact),
Training needs, Equipment needs, Etc
Corrective and Preventive Action
D5. Identify and Implement Corrective
Action(s) (continued)
Update all necessary documentation
Work Instructions
Visual Aids
Design FMEA (If design responsible)
Process FMEA
Process Control Plan
Corrective and Preventive Action
D5. Identify and Implement Corrective
Action(s) (continued)
Brainstorm things that could go wrong
Identify preventive steps to take so they wont
Identify the key steps in the implementation plan
Identify the responsibilities for implementation
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6
Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
D6. Verify Corrective Action(s) Effectiveness
The measurement of the effectiveness of the corrective
action(s) implemented in eliminating the root cause(s)
of the problem.
Example of data sources
Customer Returns Data
Internal Containment Data
CIQ
TARS
Capability Studies (i.e. Cpk)
Corrective and Preventive Action
D6. Verify Corrective Action(s)
Effectiveness
The team establishes the verification plan.
The criteria to be used by the team to determine
effectiveness must be defined
What data will be collected and what format to use
must be decided
Examples: Paynter Chart, Histogram, SPC data, Etc
Corrective and Preventive Action
D6. Verify Corrective Action(s)
Effectiveness
The frequency of data review is planned
Data should be labeled to identify when each
corrective action(s) is implemented
Corrective Actions implemented must
eliminate the root cause(s).
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6 Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
D7. Preventive Action
An action(s) taken to eliminate the cause(s) of a
potential problem to prevent occurrence.
Note: The key difference between Corrective Action
and Preventive Action is that Corrective Action is the
action(s) taken to eliminate the cause(s) of a known
(existing) problem, while Preventive Action(s) is the
action(s) taken to prevent a potential problem from
occurring. In other words, Corrective Action is a
reactive activity, while Preventive Action is a
proactive activity.
Corrective and Preventive Action
D7. Preventive Action (continued)
Preventive Action Examples
Existing Products and/or Processes
Across Product(s) The application of identified
corrective action(s) to all product(s) that potentially could
see the same problem
Across Line(s) The application of identified corrective
action(s) to same or similar processes on all applicable
lines.
Corrective and Preventive Action
D7. Preventive Action (continued)
Preventive Action Examples (continued)
Future Products
Updating of Design FMEA If Design responsible
Updating of Process FMEA
Use of existing Design and Process FMEA for future
product and process development
Updating of the Design for Manufacturability (DFM)
and/or Design for Test (DFT) guidelines
Updating of the Lessons Learned Log
Corrective and Preventive Action
D7. Preventive Action (continued)
Other Preventive Action Opportunities
Leveraging lessons learned from other workcells,
sites, etc
Sharing of lessons learned with other workcells,
sites, etc
The 8-Discipline Process
D0 Awareness of Problem

D1 Establish The Team

D2 Describe The Problem

D3 Initiate Containment

D4 Identify Root Cause(s)

Identify & Implement

D5
Corrective Action(s)

Verify Corrective Action(s)

D6 Effectiveness

Identify and Implement

D7 Action(s) to Prevent
Recurrence

D8 Recognize The Team

Corrective and Preventive Action
D8. Recognize The Team
Recognize the Teams efforts and
accomplishments
Corrective and Preventive Action
Closure of 8-Ds
Steps to closure
All identified corrective and preventive actions have
been implemented as planned
Sufficient data exists to prove the actions taken were
effective in eliminating the cause(s) (System and
Leaking) of the problem. The amount of data (i.e.
Number of days of data) that will be required to
provide verification should be determined early in the
8-D process. Customers will typically have a
required minimum that must be met.
Corrective and Preventive Action
Closure of 8-Ds (continued)
Ensure that the internal process for closure is
followed
For customer requested 8-Ds, obtain customer
agreement for closure. Ensure that the
customer requirements for exit from
containment have been met.
Corrective and Preventive Action
A few other tips:
When beginning a new corrective action,
research the system to see if the problem is a
new one or a recurring issue. Recurring issues
can be an indication of the effectiveness of the
corrective and preventive action process.
The Plan, Do, Check, Act (PDCA) process can
be employed at each step in the corrective
action process.
Corrective and Preventive Action
A few other tips: (continued)
Verification of containment, root cause(s) and
corrective action(s) is a key part of the
corrective action process.
Ensure that containment is effectively keeping the
problem(s) within our facility
Verify the identified root cause(s) are valid
Verify that the corrective action(s) taken effectively
eliminate the root cause(s).
Data, Data, Data Use data to drive the process
 Examples
Customer CAR Example 1.rtf
Customer CAR Example 2.rtf