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QTMS is unique in its design and framework in the fact that it can be used to address both individual incidents and the underlying problems. In QTMS terminology, a single problem can have many incidents. Incidents are dealt with as they occur, while problems (the underlying causes of the incidents) are analyzed and resolved through a formal Problem Resolution Process (PRR). QTMS uses an incident/problem relation in its FRACAS process. Incidents are issues/failures reported by customers, found during testing, etc. As an example, consider a product with a faulty component. Multiple customers may experience/report a failure due to that faulty component. Each failure is an incident. From an engineering perspective, all of these incidents are due to the faulty component; thus the problem is the faulty component. In this scenario, customer support or repair technicians will attempt to resolve the incident (i.e. get the customer up and running). However, resolving individual incidents does not resolve the problem. The problem is resolved by dealing with the faulty component. In QTMS terminology, problems are solved through Problem Resolution Reports (PRRs). A PRR may have one or more incidents associated with it. The resolution of a PRR follows an 8D process. A high level flowchart of the process. The following graphic depicts a high level overview of the incident resolution process and the subsequent assignment of incident reports to PRRs (click the graphic to see a larger, clearer version).
Addressing problems. Once incidents have been classified into problems, responsible engineering teams address and resolve the problems (PRRs) through an 8D process, as depicted in the next graphic (click the graphic to see a larger, clearer version).
The entire process is managed by QTMS, which in turn also becomes the data repository for subsequent analysis and lessons learned. Next...
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