8D CUSTOMER COMPLAINT CORRECTIVE ACTION REPORT

Dev./Pkg : Reference # :

Company Name :
Location :
Contact : Name :
Phone :
Fax :
Emailid :

Author :
Date :
Summary/Abstract :(What quantifiable effect was experienced by the customer that indicates
the existence of a problem? Summarize root cause and findings.)

1.0 Establish the Team Name Position

Team Leader :
Members :

2.0 PROBLEM DESCRIPTION

What : (What is wrong with what? State the problem in terms of object and defect)

Where: (Where did the problem first show up? Name other product lines that have the same problem.
Where on the object is the problem occurring? Where in the process flow did the problem 1st develop?

When: (When did the problem first develop? Describe any pattern with regards to time, e.g., random, chronic,
intermittent, day 1, etc.. Describe when in the process and life cycle the problem first occurred.)

How big: (Describe the size of the problem or defect. Describe the failure rate.)

8D CUSTOMER COMPLAINT CORRECTIVE ACTION REPORT

3.0 Interim Containment Actions:
3.1 Define interim action taken to protect the customer from the effects of the problem?
ACTION WHEN WHO

3.2 Show data to prove that temporary action is effective.

4.0 Define Root Cause and Escape Point

4.1 What is the root cause of the problem?

4.2 What changed to create this problem?

4.3 How was the root cause verified?

4.4 Does the root cause explain all the facts compiled in the problem description?
Yes No

4.5 Does a control system exist to detect the prob? Yes No

4.6 Has it been verified to detect the problem? Yes No
4.7 Is the identified control pt. closest to root cause? Yes No
4.8 Is there a need to improve the control system? Yes No

8D CUSTOMER COMPLAINT CORRECTIVE ACTION REPORT

5.0 Choose and verify permanent corrective action

 5.1 What was the chosen corrective action?

5.2 Show evidence that the chosen action can resolve the problem at root cause level.

5.3 Define perm. corrective action for the escape point. Show evidence of effectiveness.

6.0 Implement Permanent Corrective Action

6.1 What permanent corrective action(s) is implemented?

CORRECTIVE ACTION WHO WHEN

6.2 Has the interim containment action been discontinued?

Yes No

6.3 Are the corrective actions affecting the following documented and updated?
YES NO N/A
Systems
Practices
Procedures
Documents

6.4 How will long-term results of the corrective actions be measured to prove that the root
cause is really eliminated?

8D CUSTOMER COMPLAINT CORRECTIVE ACTION REPORT

7.0 PREVENT RECURRENCE

7.1 What is the root cause of the root cause?
 7.2 What needs to be done differently to prevent recurrence of root cause & escape pt.?
ACTION WHO WHEN

7.3 Is there a need to cascade corrective and preventive actions to other product lines?
Yes If yes, identify product line(s) :

No

7.4 Have all the changes to procedures and policies been updated?
Yes No Spec No. Effective date
Process Specs
Maintenance Specs
FMEA
Control Plan

7.5 Has the actions been cascaded to other product lines?

Yes No

7.6 Indicate the safe cut-off date code that the product will no longer have a problem.

8.0 Team and Individual Recognition (Recognize team and individual contributions to the resolution of
the problem.)