Complaint 8d Report

# Customer Complaint 8D Report

## Basic information
| Item | Content |
|------|------|
| Complaint/Case No. | |
| Product name/Model | |
| Batch/Lot or production date | |
| Customer name | |
| Complaint date | |
| Receipt date | |
| Defect summary | |
| Report date | |
| Owner/Team leader | |

---

## D1 Form the team (Team)
**Purpose**: Establish a cross-functional team and define roles and contacts.

| Role | Name | Department | Responsibility |
|------|------|------------|-----------------|
| Leader | | | Overall coordination, customer interface |
| Member | | | |
| Member | | | |

**Output**: Team roster, roles, meeting plan.

---

## D2 Problem description (Problem Description)
**Purpose**: Clearly define the problem using 5W2H to support root cause analysis.

- **What**: What is the defect (symptom, defect type)?
- **Where**: Where was it found (customer line/warehouse/field)? Which process or component?
- **When**: When did it occur or get detected? Production date vs complaint date?
- **Who**: Which customer(s), line(s), or batch(es) are affected?
- **Why**: Why did the customer deem it nonconforming (spec, limit sample)?
- **How many**: Defect quantity, lot size, defect rate?
- **How did we know**: How was it discovered (inspection, complaint, return)?

**Problem statement (one sentence)**: [ Fill in ]

**Attachments (D2)**:
- **Images**: [Attach: defect photo(s)], [Attach: limit sample / customer evidence]. Optional: defect location sketch or timeline diagram.
- **Documents**: [Attach: spec or drawing ref: doc no., rev] — or list spec number and revision here.

---

## D3 Interim containment (Interim Containment)
**Purpose**: Prevent further escape or escalation and protect the customer.

- Stock/in-transit: Quarantine, 100% inspection, sorting, hold shipment?
- Shipped product: Recall, replacement, sorting at customer?
- Production floor: Line/batch stop, investigation, identification?
- Responsible department and due date: |

**Action list**:
| No. | Action | Owner | Due date | Verification |
|-----|--------|-------|----------|---------------|
| 1 | | | | |
| 2 | | | | |

**Attachments (D3)** (optional): [Attach: photo of quarantine area / sorted lots] or [Attach: containment flow diagram].

---

## D4 Root cause (Root Cause)
**Purpose**: Identify the true cause (verifiable and controllable), not just symptoms.

- Use at least one tool: 5-Why, fishbone (Ishikawa), FMEA, cause–effect matrix, Why-Why analysis.
- **Direct cause** (symptom level): |
- **Root cause** (controllable/verifiable end cause): |
- **Verification**: Reproduction test, data comparison, process traceability? |

**Analysis diagram**: [Attach or insert: 5-Why tree / fishbone diagram / Pareto or stratification chart]. If user provides steps or categories, generate a text or Mermaid diagram here.

**Root cause statement**: [ One sentence: "Due to … which resulted in …" ]

**Attachments (D4)**:
- **Charts/diagrams**: [See 5-Why / fishbone / Pareto above or attach file].
- **Images/video** (optional): [Attach: reproduction test photo or short video], [Attach: failure mode evidence].
- **Documents** (optional): [Attach: process doc or FMEA excerpt – before state].

---

## D5 Permanent corrective actions – select and verify (Permanent Corrective Actions)
**Purpose**: Choose permanent actions that address the root cause and verify effectiveness.

- Action(s) (may be multiple): |
- Rationale (why this action eliminates the root cause): |
- Verification: Trial run, pilot batch, data comparison, customer confirmation? |
- Verification result: OK/NG with brief data or conclusion. |

| Action ID | Action | Owner | Planned completion | Verification result |
|-----------|--------|-------|--------------------|----------------------|
| PC1 | | | | |
| PC2 | | | | |

**Attachments (D5)**:
- **Charts** (optional): [Attach or insert: before/after data chart, trial summary].
- **Images/video**: [Attach: verification photo or short video – trial run, measurement, OK parts].
- **Documents**: [Attach: trial report or test protocol], [Attach: customer confirmation if applicable].

---

## D6 Implement and validate (Implement & Validate)
**Purpose**: Incorporate actions into formal process/standards and confirm implementation.

- Updated documents: SOP, specification, FMEA, control plan, inspection criteria, etc. |
- Scope: Full line/model/supplier base? |
- Effectiveness: Cpk, defect rate, customer feedback. |
- Evidence: Document number, revision, implementation date. |

**Attachments (D6)**:
- **Charts** (optional): [Attach: Cpk or trend chart after implementation].
- **Images** (optional): [Attach: updated work area, gauge, or process photo].
- **Documents**: [Attach: revised SOP/spec/drawing – cover or key page with rev and date], [Attach: approval or change record].

---

## D7 Prevent recurrence (Prevent Recurrence)
**Purpose**: Avoid recurrence of the same type of issue through system changes.

- Process/system changes: Design review, incoming spec, change management, training? |
- Horizontal deployment: Same product/process/supplier/platform reviewed and addressed? |
- Lessons learned: Captured in FMEA, lesson learned database, training material? |

| Category | Content | Owner |
|----------|---------|-------|
| Process/Standard | | |
| Horizontal deployment | | |
| Training/Sharing | | |

**Attachments (D7)** (optional): [Attach: process change summary diagram], [Attach: training photo]. **Documents**: [Attach: training record or attendance], [Attach: lesson learned doc or FMEA update ref].

---

## D8 Congratulate the team and close (Congratulate & Close)
**Purpose**: Recognize contribution, close the case, and close the loop with the customer.

- Team contribution summary: |
- Customer communication and closure: Complaint closed, customer confirmation, evidence filed. |
- Closure date: |
- Report distribution: Quality, Manufacturing, R&D, Customer (as needed). |

**Attachments (D8)** (optional): [Attach: team/customer sign-off photo]. **Documents**: [Attach: customer closure confirmation or email], [Attach: distribution list or acknowledgment].