The Problem Resolution Process

The QTMS problem resolution process uses a step-by-step approach (an 8D process) to enable engineering teams to identify, understand, resolve and prevent the problem (that is associated with single or multiple incidents). The following graphic highlights the problem resolution process, as discussed in this section. Grayed out portions are discussed in other sections of the tour.  

Process Flow [Click to Enlarge]

Step 1: D1 - Establish the Team with a team leader who has the knowledge, time, authority and skill to solve the problem and implement corrective actions. (QTMS can display the information for a PRR in a single window or in a "wizard style" that leads you step-by-step through the process. The following graphic illustrates the single view interface.)

D1 [Click to Enlarge]

Step 2: D2 - Describe the Problem in measurable and specific terms.  During this step (and during most subsequent steps), action items can be assigned to team members and their progress can be monitored and tracked (see sample action item window). Additionally, deliverables can be defined (e.g. ECN - Engineering Change Notice, etc.) and/or other documents can be linked and/or attached.  

D2 [Click to Enlarge]

Step 3: D3 - Contain the Problem by defining (and implementing) intermediate containment actions. These actions should temporarily resolve customer issues (other incidents that may arise) until permanent corrective action can be implemented. The effectiveness of these actions should be verified and signed-off by the FRB (failure review board) or other qualified individuals. QTMS automatically tracks this signoff process (the QTMS portal contains items that individuals need to review and sign-off on). The following graphic shows D3, highlighting the sign-off process.

D3 [Click to Enlarge]

Step 4: D4 - Identify/Define, Describe and Verify the Root Cause of the problem. Action items can again be assigned and tracked until a root cause can be identified and verified. Action item records can include other attached documents.

D4 [Click to Enlarge]

Step 5: D5 - Choose Corrective Actions that will resolve the problem (root cause) for the customer and will not cause undesirable side effects. Again during this phase, action items are defined as needed. The effectiveness of these actions should be verified and signed off by the FRB or other qualified individuals.

D5 [Click to Enlarge]

Step 6: D6 - Implement/Validate the Permanent Corrective Actions needed and choose ongoing controls to ensure that the root cause is eliminated. 

D6 [Click to Enlarge]

Step 7: D7 Prevent Recurrence and close the PRR. Identify and implement steps that need to be taken to prevent recurrence. Request PRR closure by the FRB.  

D7 [Click to Enlarge]

FRB members sign-off on the PRR. In cases where one or more of the FRB members do not sign-off, appropriate steps/additional actions are taken (or prior steps repeated) until consensus is reached. It should be noted that a PRR can be closed without resolving the problem (e.g. closed as unresolved, to be implemented in the next release, etc.) based on FRB consensus.  

D7-2 [Click to Enlarge]

Step 8: D-8 Reward the Team and describe lessons learned during the process or add closure comments. 

D8 [Click to Enlarge]

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