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Table 1. 8-Step Problem Resolution Process
Table 2. 7-Step Problem Resolution Process
All of these processes emphasize the need to understand why the issue is occurring under one set of circumstances but not another, and to consider more than one possible root cause. Regardless of which process is used, the customer should require a systematic approach to problem solving from the supplier to avoid these pitfalls:
- Poorly defined and characterized problem
- Rapid convergence on a single root cause without considering others
- Confusion about who is working on the resolution
- Failure to segregate suspect material
- Poor verification of root cause or solution
- No schedule to track deliverables for verification
- No leverage of knowledge or defects discovered on similar products
There is often some urgency to find and resolve the issue, and the sourcing team should be wary of quick solutions proposed by the supplier without thorough analysis. The supplier may propose additional testing and inspection on their side to check for defects and prevent future escapes, but the sourcing team should push for permanent process changes to prevent defects from occurring in the first place. Finally, the corrective action request should not be considered closed until improvement has actually been measured and noted by the customer. A corrective action plan is not the same thing as the successful implementation of that plan.
Failure to promptly or successfully resolve an issue is a serious matter that could jeopardize the relationship between a supplier and a customer, particularly for repeat occurrences of the same issue. The sourcing team should closely monitor supplier investigations and their implementation of corrective action plans. Although any failure to meet customer requirements is a concern, issues will happen from time to time, and a supplier who takes swift and effective action on behalf of the customer can still be considered a valued partner.
My next column is on DOE. This was my secret weapon for problem solving when I first encountered printed circuit process problems. Further reading and resources is the ASQ, American Society for Quality[2] . Villanova University has a number of on-line six-sigma and Agile courses and certificates[3].
References
- Kepner-Tregoe: www.kepner-tregoe.com
- ASQ: www.asq.org
- Villa Nova University www.villanovau.com
Happy Holden has worked in printed circuit technology since 1970, with Hewlett-Packard, NanYa/Westwood, Merix, Foxconn and Gentex. He is the co-editor, with Clyde Coombs, of the Printed Circuit Handbook, 7th Ed. To contact Holden, click here.
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