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5W2H problem solving

KZK Solutions /kzoli62/
Published by Z. Kovács in Quality · 18 May 2021
Tags: QS5W2H
In today’s article, we take another trip to the field of quality assurance. Somewhere this is not surprising, as I have been working in this field for three years now.

The content of the newsletter is closely related to my previous letter, 8D Processing, describing a detail of it from a different perspective,

Do you need to start a project and don’t know how to organize it?

Are you having difficulty creating an efficient action plan, integrates the team, establishes the necessary tasks, and achieves excellent results?

Have you heard of the 5W2H method? Do you know what it is?

The 5W2H method is one of the most efficient management tools that exist and, incredible as it seems, one of the most simple and easy to use.

Do you know what 5W2H is? This combination of letters and numbers is nothing more than a qualified action plan structured in practical and well-defined stages.

It’s precisely for this reason that the 5W2H method was created because it completely clarifies any possible questions that may arise about any business processes implemented in a company.

Today I present the use of this method in quality assurance.

Why is it called the 5W2H method?

These are the seven questions it represents. Five start with W and 2 with H.

Check out these questions:

What?
Why?
Where?
When?
Who?
How?
How much?

Let’s see what this looks like in quality assurance.

WHAT IS THE PROBLEM ? > Use 5W + 2H to know what is the Current Situation ?

Customer View                                                        Supplier View
- What happened?                                                                                 - What is the difference between good and bad part?
- Why is it a problem?                                                                           - Was part manufactured in Standardprocess?
- When it happened?                                                                             - When was it manufactured at Supplier?
- Who detected? (name of operator) - Who manufactured?
- Where detected?                                                                               - In which other application this part isused?
- How detected?                                                                                   - Are we capturing the defect when re-injecting product in
                                                                                                               normal process?
- How many bad parts? (in customer database, and real number) - Did a similar problem happen previously at customer or internally?
                                                                                                             - Which Customer site(s) must be warned?

Customer View

-What happened? Customer effect (Effect on car, difficulty to assemble, logistic, missed information ...)
-Why is it a problem? Consequences : How does it affect the problem ( car can not start, couldnot beassembled ….)
-When it happened? Date of each detected part, Real timing
-Who detected? (name of operator) Customer, resident, consumer,
-Where detected? Step of customer process-How detected?During normal operation, normal inspection,sampling, Describe phenomenon lead to say this is an abnormality
-How many bad parts? (in customer database, and real number) If more than one case, timing for each and condition of detection and by whom.

Supplier View

- What is the difference between good and bad part?

What is the difference ? Check for evidence (facts & Data) (measurement, data, obviously observable, photos, drawing)
Do you need a microscope ?
Are you able to see differences with your eyes?
Did you Compare Good and master part Vs returned part
Do you need X-ray ?
Do you need a measurement tool ?
Are you positioning good and bad in the same shape?
Does this difference explain the symptom ?
Could you Reproduce the effect with same defective part ? If No, Why ?
What is the difference of the 2 environments?  - Was part manufactured in Standard process?

Next questions :

- How to confirm ?
- When ?
- Who ?
- Where ?
- Why ?
- How ?
- How many ?
- Standard for rework ?
- Standard rework flow ?

Check all evidence to confirm there was deviation from Standard process of making the part that was approved by Customer in Initial Sample Stage.  
- When was it manufactured at Supplier?

Next questions :

- What happened before ?
- Look for changes ?
- Events on log book ?

Events on Visual Board, problem reporting data and all records ?  

- Who manufactured? These information are related to the person working at the station responsible  for the defect and the person in charge of the detection of the defect.
- Name of the person and/or his registered number

For future interview and investigation.

- In which other application this part is used?Gather information in order to organize sorting in other Customer Sites
-> Supplier must communicate to all Customer Sites (Site SQA Team) receiving the suspected part numbers impacted by the non conformity  
- Are we capturing the defect when re-injecting product in normal process?Did you introduce the defective part into the process? Can you detect it at any  station in the process?

Next questions :

- Why we could not detect it ?
- Is it repeatable and reproducible ?
- What did not work ? And why ?  - Did a similar problem happen previously at customer or internally?

Next questions :

Is it related to same old cause ?
  Review the previous analysis
Check previous actions ?
  What did not work ? And why ?
Did we share past experience between lines ?
  What did not work ? And why ?
Please check Old Lessons Learned Cards to confirm what missed from those learning. Did we not horizontally deploy?


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