CONTENTS

This training focuses on the basic principles of problem solving in 8 disciplines. You will learn how to proceed systematically when a problem (e.g. a customer complaint) occurs (de-scribing and resolving a problem), how the problem solving process works, and what an 8D report contains. 

The training also  covers  the  VDA  handbook  Standardized  Process  for Handling Customer Complaints and how it is connected with the problem solving process, and the added value of an open corporate culture of handling faults.

OBJECTIVES

• You are familiar with the 8 disciplines method, the pro-cess and the report.
• You can describe the individual steps in the 8D method. 
• You are familiar with additional methods for problem sol-ving.
• You are able to distinguish between technical and syste-mic causes. 
• You know the assessment criteria.
• You can describe opportunities and risks, roles and res-ponsibilities.
• You  are  familiar  with  the  elements  of  the  standardized process for handling customer complaints.
• You understand the importance of leadership and a cul-ture of dealing with faults.

CONCEPT AND METHODS

The  program  alternates  between  lectures  and  group  work. The  group  tasks  help  participants  to  transfer  the  lessons learned to their own professional practice. Special attention is paid to opportunities for sharing experiences.

Accompanying materials:

VDA handbook 8D – Problem Solving in 8 Disciplines

VDA  handbook  Standardized  Process  for  Handling  Custo-mer Complaints (valid for Face-to-Face Training)

TARGET AUDIENCE

This training is aimed at: 

• Employees  in  marketing,  development,  customer  servi-ces  and  complaints  processing,  production,  purchasing, logistics  and  internal/external  quality  assurance,  who either  work  in  or  are  closely  involved  with  the  problem solving process.
• Managers wishing to obtain an overview of problem sol-ving in 8 disciplines and its interrelations, so they can use this expertise to strengthen their organization.

PREREQUISITES FOR ATTENDANCE

Initial experience with problem resolution in your own orga-nization.

CERTIFICATE OF ATTENDANCE

At  the  end  of  the  training  you  will  receive  an  attendance    certificate.

DURATION

1 day