8D-OP-01: Eight Discipline (8D) Problem Solving Procedure

Revised for Clarity

Document Control: 8D-OP-01 | Rev. 0 | Effective: 30-Oct-2017 | Prepared by: IMS | Approved by: Top Management

1. Objective

Establish a systematic, team-based approach for identifying, analyzing, correcting, and preventing problems or nonconformities in products, services, and processes.

2. Scope

Applies to all forms of nonconformity and complaints involving:

Products and Services
Fit-out category issues
Installation work
Customer Complaints
Internal Complaints
Audit findings (External and Internal)
Any unmet target, objective, or procedural lapse

Note: Customer-requested changes to conforming products/services are not considered nonconformities.

3. Definitions

Nonconformity: Deviation from agreed specifications or standards.
Recurrence: Repetition of a problem due to misidentification of the root cause.
PNC: Product Nonconformity
IC: Internal Complaint
CC: Customer Complaint
Executive Summary: Summary of actions and results achieved through problem-solving.
Discretion: IMS Team and Top Management determine if a problem warrants an 8D, based on impact and complexity.

4. References

Process Control Charts
Production Work Instructions
CNCP-F01: Delivery Nonconformance Report
CNCP-F02: Customer Complaint / Product Nonconformity Report
CNCP-F03: Complaints / Nonconformity Action Log
CA-OP-01: Corrective Action Procedure
CF-OP-01: Handling Customer Complaints

5. Responsibilities

Role	Responsibility
Top Management / Directors	Monitor complaint resolution and intervene if closure is delayed.
All Departments	May raise issues using the 8D form or monitoring sheet.
Department Head / Supervisor	Default Team Leader.
Department Manager	Default Team Champion.
IMS Team	Assigns 8D teams, ensures process compliance, and maintains monitoring.
8D Team	Performs analysis, implements corrective/preventive actions, and reports results.
Management Representative (MR)	Reviews and approves the final report.

6. Procedure

6.1 Completing the 8D Form

Discipline	Description
D0 – Problem Awareness & Preparation	Identify issue, assign CAPA number, define ownership, and document references (e.g., SO, JO, ARF, NCR, CC, IC). Include details such as area, quantity, date/time, and short description.
D1 – Problem Description	Describe the issue using 5W+2H (What, When, Where, Who, Why, How Many, How Much). Attach visuals (photos, flowcharts).
D2 – Team Formation	MR designates a cross-functional team to gather and analyze data.
D3 – Containment Actions	Define immediate steps to control impact and prevent escalation.
D4 – Root Cause Analysis	Identify Problem Cause (why it occurred) and Escape Cause (why it wasn't detected).
D5 – Corrective Actions	Define and verify short-term corrective actions.
D6 – Implementation & Validation	Execute and validate actions using measurable data (e.g., reduced defects, increased yield, zero recurrence).
D7 – Preventive Actions	Update processes, FMEA, risk analysis, or parameters to prevent recurrence.
D8 – Closure & Recognition	Summarize findings and results. Submit to Top Management for review and recognition of team efforts.

6.2 General Procedures

A. Customer Complaint Handling

Applies to post-handover issues not covered in punch lists.
Reporter completes D0 and D1, then submits to IMS.
IMS assigns a team and sends the file for completion.
Team has 1 week to complete the 8D report, including corrective and preventive actions.
Unresolved reports after 1 week may be subject to disciplinary review (with due process).

B. Internal Complaints (within CSC)

8D Required: For major incidents (e.g., line stoppage, reworks, repeated PNCs, or issues requiring >0.5 man-day effort).
No 8D Needed: Minor issues logged in the complaint master list; still require root cause and corrective actions.

C. Performance Review

IMS issues a Monthly 8D Performance Report to Top Management summarizing open, closed, and overdue actions.

7. Documentation

Completed 8D Reports (with attachments) must be archived by SSD for 3 years.
Document Numbering Format:
YY-MM-CSC-[Code]-####
- Year (e.g., 17 → 2017)
- Month (e.g., 09 → September)
- CSC Site (P: Plant, M: Makati, C: Calbayog)
- Type (CC: Customer Complaint, IC: Internal Complaint, etc.)
- Series (0001…)

8. Clarity Improvements

Simplified and unified terminology (removed redundancy and old phrasing).
Clarified responsibility roles (Champion vs. Leader distinction).
Added structured tables for readability.
Aligned formatting for consistency with current Comfac-iT QMS style.
Updated example numbering format for clarity.