The 8D problem-solving process: A step-by-step guide

What is the 8D problem-solving process?

The 8D process is a decision-making process designed specifically to help teams identify, correct, and prevent recurring problems. It focuses on root cause analysis, resolution, and prevention of problems that can degrade quality, efficiency, and customer satisfaction. 

The Ford Motor Company developed the 8D process in the 1980s in response to a spate of quality issues with vehicle manufacturing. Despite its origin in the automotive industry, the 8D process is now widely used across various sectors, including healthcare, manufacturing, and technology. Alongside Six Sigma and total quality management, it is a proven and successful methodology for quality improvement.

D1: Establish the team

The first step toward success with the 8D process is selecting the right team. Remember that once your team uses collaboration and the 8D process to solve a problem, they must have the skills and leverage to implement the solution. Assemble a cross-functional team that can work with decision-makers across the company. Outline the roles and responsibilities of team members, keeping information updated and accessible.

D2: Describe the problem

Your team needs a clear, concise, focused description of the problem. Consider using the 5W2H method for a structured approach to developing and asking practical questions:

• Who does this involve or affect?
• What is the specific issue to address?
• When did or will the problem arise?
• Where is the problem happening or affecting the company?
• Why must the business address it?
• How did this happen, or how will the team resolve it?

• How much will solving the problem cost in terms of money and other resources?

Another popular method for developing concise problem statements is the fishbone diagram. This is a visual tool teams use to help identify the cause of a problem. The diagram resembles the skeleton of a fish, with the head depicting the problem and each of the bones a potential cause. Causes typically fall into one of five categories:

• Manpower refers to people-related issues, such as experience or training.
• Machine issues relate to equipment or machinery.
• Method issues involve procedures and processes.
• Material issues affect components, raw materials, or supplies.

• Measurement issues pertain to assessment, inspection, or measurement, including alignment with relevant objectives and key results (OKRs).

D3: Develop interim containment actions

Once your team defines the problem, they must implement effective temporary fixes to isolate and limit its effects rapidly and safely while developing a longer-term resolution. These temporary fixes are interim containment actions (ICAs). 

To create effective ICAs, identify the problem, assess the risks, and collaboratively consider containment options. These include isolation, mitigation, correction, and prevention. Consider the feasibility and likely effectiveness of each option, and then implement ICAs that are feasible and likely to succeed. Monitor performance and adjust if and as necessary.

D4: Determine root causes

This discipline of the 8D process is critical to preventing problems from recurring. Success here requires your team to differentiate root causes from symptoms, which can look enough like root causes to shift focus.

One of several popular root cause analysis techniques, known as the five whys, involves repeatedly asking, “Why?”. Doing so five times allows you to drill down to actual root causes. 

Another popular technique is fault tree analysis. This visual tool resembles the fishbone diagram but uses a tree metaphor instead. The tree's root depicts the problem, while its branches represent contributing causes.

D5: Develop permanent corrective actions

After identifying the root cause and pinpointing ICAs, shift your focus to permanent corrective actions (PCAs). Use your team’s efforts to craft ICAs and assess their effects to help create PCAs. Ensure careful, comprehensive validation and testing. Failure of a PCA can disrupt or even halt critical business operations. Avoid deploying PCAs until you complete rigorous testing to validate their functionality.

D6: Implement PCAs

Create an implementation plan after developing, testing, and ensuring the safety and effectiveness of a PCA. Include clear and frequent communication with stakeholders about anticipated and possible effects on their work. Monitor each PCA closely during real-time operation. Validate the performance of your PCAs with regular testing and after every significant incident.

D7: Prevent recurrence

Fully integrate PCAs into your company’s policies, procedures, and processes to provide maximum protection. Achieve this goal by communicating concisely and credibly with all stakeholders and involved decision-makers before, during, and after every significant step. Monitor and update all related procedures and training as changes in the environment or relevant conditions warrant. This ensures that corrective actions remain effective.

D8: Congratulate the team

Resolving problems and preventing their recurrence requires a significant, sustained effort from every team member. Support and encourage them throughout their efforts and celebrate when they succeed. Take advantage of all available tools and resources to capture, document, and provide access to knowledge gained and lessons learned. Include appropriate acknowledgments of achievements in any reports provided to your team, stakeholders, and involved decision-makers.

Strategies used in the 8D process

A key element of your success strategy with the 8D process is leveraging tools and techniques to ease and speed that success. Explore tools and techniques for data collection and analysis, collaboration, documentation, quality management, and other functions your colleagues already use. Incorporating these into your 8D process journey can reduce training time and effort and shorten time to success.

Leveraging incumbent tools, techniques, and expertise is one of several best practices for 8D process success. Others include building and empowering a cross-functional team, fostering and enabling clear, constant communication, and crafting clear problem statements. 

Focus on root-cause analysis and building, monitoring, and testing all corrective actions before, during, and after deployment. Regular standups or other meetings are also suggested, especially if your company encourages and captures sparring among your team members.

To further streamline your 8D process, use Confluence as a central hub for collaboration, documentation, and communication. Its seamless integration with other tools can enhance team productivity, ensure transparency, and keep everyone aligned throughout each process stage.

Benefits of the 8D problem-solving process

The 8D process offers multiple benefits to teams trying to resolve recurring problems. Focusing on root causes helps teams address underlying issues, not just their symptoms. Including preventive measures helps prevent problems from resurfacing. The focus on teamwork and collaboration maximizes all team members' collective experiences, perspectives, and skills.

The 8D process helps companies reduce production defects and errors, improve product and service quality, and increase customer satisfaction. It also helps make companies more efficient and agile by improving collaboration and problem-solving.