Volvo Construction Equipment

Purchasing and Supply Management

‘5 WHY’ Problem Solving Sheet

1. Identify the problem
Type of problem SD Engineer performance is poor
Date of occurrence 24 Dec 2004
Number of occurrence 5 occurences
Place of occurrence Central Europe
Circumstance of problem Occures in hot climate above 26 degree C. Location
purchase office
Content of complaint SD engineer has failed to attract partner. SD engineer
looks old and stressed.
Effect of problem Performace areas effected. Attention span, work rate.

Immediate action taken Purchase office air conditioning temperature reduced. SD

engineer issued memory jogger note books to list daily
activity.

2. Grasp the Facts & Data

List the Facts & Factors that have been taken into consideration.
What Data & Analysis is available to support the root cause investigation.
Problem investigation tools used: Fault tree analysis, 7QC Tools, ‘It is / Is not’
analysis.
State occurrence range and effect ratio.
Results of reproduction tests.
Effects both SD model types, male and female.
Mainly effects SD engineer in hot climate, few cases identified in nordic market.
Fishbone diagrame completed for Man, Method, Machine and Material. Main cause
highlighted was Method, with lack of process for prevention.
Check sheets reviewed. SD status not daily check item but sample check required.
Sample check records incomplete. Process not adhered to,
Patero analysis shows main effect 25 to 35 year age group

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Volvo Construction Equipment
Purchasing and Supply Management

‘5 WHY’ Problem Solving Sheet

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Volvo Construction Equipment
Purchasing and Supply Management

‘5 WHY’ Problem Solving Sheet

3. Strive to grasp the root cause of the problem by asking Why ?, 5 times.
a. Why did the problem occur.
1. Q. Why is SD Engineers A. SD performance effected by operating
performace is poor. conditions. SD engineer can not find
attractive partner

2. Q. Why can not find partner A. SD engineer looks stressed and has had
premature hair loss

3. Q. Why has SD engineer had A. SD engineers working day is fully taken

premature hair loss up with fire fighting

4. Q. Why is there a requirement for A. Supplier does not fully quality assure the
only fire fighting parts prior to dispatch

5. Q. Why is there a lack of supplier A. Root Cause

qualiry assurance No documented process of critical items for
quality assurance.

b. Why was the problem not detected.

1. Q. Why was the hairloss not A. Hairloss was progresive so change was
detected difficult to judge.

2. Q. Why difficult to judge A. No standard in place for SD hair level

3. Q. Why no standard in place A. Not thought to be critical to SD function

Not part of daily check

4. Q. Why not checked daily A. Previous operating condition of SD

engineer was in cold climate. Hair loss part
of monthly hair cut check

5. Q. Why not detected by monthly A. Root Cause

hair cut check Monthly hair cut check process not
followed. Rules not clear what to do if no
hair.

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Volvo Construction Equipment
Purchasing and Supply Management

‘5 WHY’ Problem Solving Sheet

c. Explain the Root cause to make sure it is clearly understood.
Root Cause of the Problem
No documented process of critical items for quality assurance. Supplier does not
clearly understand the product requirements and detailed requirements are not
currently supplied by the customer. The drawing does not contain sufficient
identification and there are no supplimentary sheets provided by the purchase
department as a standard to work to

4. What action has been taken to contain the problem ?

Material None appropriate
Man Provided with base ball caps
Machine None appropriate
Method Critical part dimensions provided to all function related suppliers
Management Requested to sign off daily check sheets

5. What action has been taken to countermeasure the problem ?

Who Project and Quality managers
What Training on new 'customer' identified requirements

Why To focus process on critial items for in process and pre dispat checks

Where At the suppliers shop floor

When Jan 2005
How Documented process flow and procedure issued direct to suppliers and
posted on the supplier intranet for future reference.

6. Problem Feed forward. Who else needs to understand the analysis. Sister Co. Next model project
Team?
Who SD Project Leader
What Update requirements of critical parts for next project introduction,
agree parts requiring this level of control
Why Proct introduction timing is critical to establish planning for supplier
quality assurance
Where In purchase project and QA manuals
When Next project March 2005
How Critical parts list and updated purchase project gateways

Supplier: Volvo Construction Equipment

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Volvo Construction Equipment
Purchasing and Supply Management

‘5 WHY’ Problem Solving Sheet

Issue / Date Approve / Date Approve / Date
        

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