Complaint management, complaint handling
The 8D report is a document that is exchanged between a supplier and a customer as part of quality control in the event of a complaint (including internally). 8D presents the eight mandatory rules (process steps) that are required for handling a complaint in order to solve an underlying problem. The 8D report is thus part of complaint management and is used for supplier quality assurance. Type of complaint, liability, and the correction of faults are determined in the 8D report. The 8D report is, among other things, standardized by the German Association of the Automotive Industry (VDA). Similar to the Six Sigma method, the 8D method offers a systematic and continuously documented approach towards the individual steps of the solution. Both methodical approaches are feasible for tracking down the causes of product failures and not just covering up the symptoms but instead ensuring they are permanently eliminated. The 8D method almost overlaps with the DMAI learning process from Six Sigma; for instance it is mainly used if the cause of the problem is not known or needs to be verified and the solution of the problem goes beyond one’s personal knowledge. This means you need a team (in the example, from various departments). It is also important that time-consuming problems are eliminated quickly. However, before applying this method, it must be clarified whether this elaborate method is necessary. In many cases, smaller problems can be solved more quickly with other methods.