1.
8D Problem Solving
© Operational Excellence Consulting. All rights reserved.
A problem is a deviation from a standard, i.e., a difference between what
should be happening and what is actually happening. To solve a problem,
use the 8 Disciplines (8D) Problem Solving process here.
§ Understand the need for problem
solving
§ Define and quantify the symptom
§ Identify the customer and any other
affected parties
§ Gather details of the customer
complaint or problem
§ Protect the customer
§ Obtain management support for the
project
§ Prepare an 8D report template
D0. Plan
§ Address the problem symptom with the
team
§ Review priorities, scope and complexity
§ Identify if a team is needed
§ Ensure that the team comprise the right
people with the required skillsets
§ Identify team members
§ Nominate a team leader and project
champion
§ Clarify team roles and responsibilities
§ Document decisions on the 8D report
D1. Initiate Project Team
§ Collect and visualize available data
§ Define the process; allocate the data or
information to the various steps of the
process
§ Assess if the problem needs to be re-
scoped or broken into smaller
components
§ Define the boundaries of the problem
§ Carry out a problem analysis
§ Get confirmation by the customer
§ Update the 8D report
D2. Define the Problem
§ Analyze cause of the problem
§ Identify opportunities to improve
systems, policies, methods and
procedures for the present problem
and/or similar problems
§ Identify the lessons learned
§ Update the 8D report
D7. Prevent Recurrence
§ Check for team suitability
§ Carry out an FMEA
§ Implement the permanent corrective
actions
§ Cease containment measures
§ Make corrective measures permanent
§ Monitor success
§ Update the 8D report
D6. Implement Corrective Actions
§ Check for team suitability
§ Evaluate possible corrective measures
§ Verify effectiveness of corrective
measures
§ Measure success using data analysis or
SPC
§ Check if the problem is eliminated; if
not, go back to D4
§ Verify and gain agreement from the
customer
§ Update the 8D report
D5. Develop & Verify Solution
§ If interim measures are necessary, look
for and assess the most suitable
measures, if not go to D4
§ Verify the interim measures
§ Define the boundaries (Is/Is Not) of the
problem
§ Analyze effects and results
§ Validate or clarify with the customer
§ Implement and check the interim
measures
§ Update the 8D report
D3. Implement Containment
Actions
§ Collect and visualize available data
§ Check the team suitability for the
purpose
§ If further data/information is needed,
go back to D2
§ Identify possible causes
§ Identify the most likely cause(s)
§ Verify the root cause(s)
§ Identify possible measures and
alternatives
§ Update the 8D report
D4. Identify Root Causes
Plan
0
Initiate Project Team
1
Define the Problem
2
Implement Containment Actions
3
Identify Root Causes
4
Develop & Verify Solution
5
Implement Corrective Actions
6
Prevent Recurrence
7
Recognize Project Team
8
§ Document the problem solving steps
and results
§ Give feedback to team members
§ Share success story
§ Recognition by management
§ Finalize the 8D report
D8. Recognize the Team
“85% of the reasons for
failure to meet customer
expectations are related to
deficiencies in systems and
processes… rather than the
employee.”
- Dr. W. E. Deming
“Talent wins games, but teamwork
wins championships.”
- Michael Jordan
“If you fail to
plan, you are
planning to fail.”
- Benjamin Franklin
“A problem well-stated is
a problem half solved.”
- Charles Kettering

2.
8D Problem Solving
© Operational Excellence Consulting. All rights reserved.
§ Understand the need for problem
solving
§ Define and quantify the symptom
§ Identify the customer and any other
affected parties
§ Gather details of the customer
complaint or problem
§ Protect the customer
§ Obtain management support for the
project
§ Prepare an 8D report template
D0. Plan
§ Address the problem symptom with the
team
§ Review priorities, scope and complexity
§ Identify if a team is needed
§ Ensure that the team comprise the right
people with the required skillsets
§ Identify team members
§ Nominate a team leader and project
champion
§ Clarify team roles and responsibilities
§ Document decisions on the 8D report
D1. Initiate Project Team
§ Collect and visualize available data
§ Define the process; allocate the data or
information to the various steps of the
process
§ Assess if the problem needs to be re-
scoped or broken into smaller
components
§ Define the boundaries of the problem
§ Carry out a problem analysis
§ Get confirmation by the customer
§ Update the 8D report
D2. Define the Problem
§ Analyze cause of the problem
§ Identify opportunities to improve
systems, policies, methods and
procedures for the present problem
and/or similar problems
§ Identify the lessons learned
§ Update the 8D report
D7. Prevent Recurrence
§ Check for team suitability
§ Carry out an FMEA
§ Implement the permanent corrective
actions
§ Cease containment measures
§ Make corrective measures permanent
§ Monitor success
§ Update the 8D report
D6. Implement Corrective Actions
§ Check for team suitability
§ Evaluate possible corrective measures
§ Verify effectiveness of corrective
measures
§ Measure success using data analysis or
SPC
§ Check if the problem is eliminated; if
not, go back to D4
§ Verify and gain agreement from the
customer
§ Update the 8D report
D5. Develop & Verify Solution
§ If interim measures are necessary, look
for and assess the most suitable
measures, if not go to D4
§ Verify the interim measures
§ Define the boundaries (Is/Is Not) of the
problem
§ Analyze effects and results
§ Validate or clarify with the customer
§ Implement and check the interim
measures
§ Update the 8D report
D3. Implement Containment
Actions
§ Collect and visualize available data
§ Check the team suitability for the
purpose
§ If further data/information is needed,
go back to D2
§ Identify possible causes
§ Identify the most likely cause(s)
§ Verify the root cause(s)
§ Identify possible measures and
alternatives
§ Update the 8D report
D4. Identify Root Causes
Plan
0
Initiate Project Team
1
Define the Problem
2
Implement Containment Actions
3
Identify Root Causes
4
Develop & Verify Solution
5
Implement Corrective Actions
6
Prevent Recurrence
7
Recognize Project Team
8
§ Document the problem solving steps
and results
§ Give feedback to team members
§ Share success story
§ Recognition by management
§ Finalize the 8D report
D8. Recognize the Team
“85% of the reasons for
failure to meet customer
expectations are related to
deficiencies in systems and
processes… rather than the
employee.”
- Dr. W. E. Deming
“Talent wins games, but teamwork
wins championships.”
- Michael Jordan
“If you fail to
plan, you are
planning to fail.”
- Benjamin Franklin
“A problem well-stated is
a problem half solved.”
- Charles Kettering
A problem is a deviation from a standard, i.e., a difference between what
should be happening and what is actually happening. To solve a problem,
use the 8 Disciplines (8D) Problem Solving process here.

3.
© Operational Excellence Consulting. All rights reserved. 3
Operational Excellence Consulting is a management training and consulting
firm that assists organizations in improving business performance and
effectiveness. Based in Singapore, the firm’s mission is to create business
value for organizations through innovative design and operational excellence
management training and consulting solutions. For more information, please
visit www.oeconsulting.com.sg