Evaluating 8d method application process to resolve customer complaint at bosch vietnam

MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY AND EDUCATION FACULTY FOR HIGH QUALITY TRAINING CAPSTONE PROJECT INDUSTRIAL MANAGEMENT EVALUATING 8D METHOD APPLICATION PROCESS TO RESOLVE CUSTOMER COMPLAINT AT BOSCH VIETNAM LECTURER: PH.D HUYNH ANH TUAN STUDENT : TRUONG TUE KHANH SKL010166 Ho Chi Minh City, May 2023 MINISTRY OF EDUCATION AND TRAINING HO CHI MINH UNIVERSITY OF TECHNOLOGY AND EDUCATION FACULTY OF ECONOMICS GRADUATION THESIS TOPIC: EVALUATING 8D METHOD APPLICATION PROCESS TO RESOLVE CUSTOMER COMPLAINT AT BOSCH VIETNAM Student : Truong Tue Khanh Student ID : 19124252 Course : 2019 Major : Industrial Management Instructor : Ph.D Huynh Anh Tuan Ho Chi Minh City, May 2023 COMMENTS OF ADVISOR Ho Chi Minh City, 21th May, 2023 Advisor Ph.D Huynh Anh Tuan Page i COMMENTS OF THE COMMITTEE MEMBERS Ho Chi Minh City, 21th May, 2023 Members of the committee Page ii ACKNOWLEDGEMENTS To complete this graduation thesis, I would like to thank the teachers at Faculty of Economics, Ho Chi Minh City University of Technology and Education With the knowledge during the time I learned at school, I have a basic knowledge of the concepts and general contents so that I could complete this thesis In particular, contributing to the process of developing this graduation thesis and giving dedicated instructions in the process, I would like to thank Mr Huynh Anh Tuan – advisor for my graduation thesis He arranged the time to guide as well as give advice that contributed greatly not only to my graduation thesis, but also to my understanding and knowledge enhancement later on my career path In addition, I would like to thank the enthusiastic support and guidance of the engineers in the TEF department in general and the TEF 3.1.3 team in particular During my internship at Bosch Vietnam, it gave me the opportunity to learn and expand my knowledge, as well as improve and understand some of my hard skills and experience in a professional environment, which is with full of creativity and dynamism This is a great opportunity for me to both touch reality and re-evaluate the knowledge I have learned at school and understand how that knowledge is applied in practice The thesis still has limited expertise as well as practical experience, so it is difficult to avoid errors in the article In order for the essay to be more complete, I look forward to the comments and guidance from the teachers so that I have the opportunity to improve and develop my thesis in the future Sincerely Ho Chi Minh City, 21th May, 2023 Student Truong Tue Khanh Page iii DEFINITIONS AND ABBREVIATIONS ABBREVIATIONS DEFINITIONS Co Ltd Limited company PC Commercial Plant Management PT Technical Plant Management HRL Human Resources QMM Quality Management MSE Manufacturing TEF Technical Function FCM Facilities BPS Bosch Production System HSE Health, Safety and Environment PS-CT Engineering, Testing and Current Product FMEA Failure Mode and Effects Analysis CVT Continuously Variable Transmission 8D Disciplines PDCA Plan Do Check Act TRC Technical root cause MRC Managarial root cause Page iv LIST OF TABLES Table 3.1 Whys tool training duration 40 Table 3.2 8D method evaluated score with step by step 43 Table 4.1 8D method’s checklist in step D1 58 Table 4.2 8D method’s checklist in step D2 59 Table 4.3 8D method’s checklist in step D3 60 Table 4.4 8D method’s checklist in step D4 61 Table 4.5 8D method’s checklist in step D5 62 Table 4.6 8D method’s checklist in step D6 63 Table 4.7 8D method’s checklist in step D7 64 Table 4.8 8D method’s checklist in step D8 65 Page v LIST OF FIGURES Figure 1.1 Robert Bosch (1861–1942) Figure 1.2 Robert Bosch GmbH Headquarters in Stuttgart, Germany Figure 1.3 Products of Bosch’s mobility solutions Figure 1.4 Products of Bosch’s Home appliances solutions Figure 1.5 Organization structure of Bosch Vietnam Co.ltd 12 Figure 1.6 Continuously Variable Transmission pushbelt (CVT pushbelt) at Bosch Vietnam 15 Figure 2.1 Benefit of 8D method brings to organizations 19 Figure 2.2 The 8D problem solving method process 22 Figure 2.3 Pareto chart 23 Figure 2.4 Fishbone Diagram 24 Figure 2.5 Is/ is not method 26 Figure 2.6 Whys technique 27 Figure 2.7 TRC and MRC 28 Figure 2.8 Flowchart basic symbols 29 Figure 2.9 Plan - Do – Check – Act process 30 Figure 2.10 DMAIC Process 32 Figure 3.1 Booklet 16 Problem Solving 33 Figure 3.2 Problem solving week 34 Figure 3.3 Training program procedure at Bosch Vietnam 38 Figure 3.4 8D problem solving course 39 Figure 3.5 Training program’s result 41 Figure 3.6 8D cases’s status in 2022 44 Page vi Figure 3.7 Effect factors to the results of 8D evaluation in 2022 45 Figure 3.8 Pareto chart of 8D cases’s effect factors 45 Figure 3.9 Root cause analysis in 8D report form 47 Figure 3.10 Define the problem in 8D report form 47 Figure 4.1 The process of conducting the sharing session 53 Figure 4.2 8D method form before updating guideline 55 Figure 4.3 8D method form after updating guideline 55 Figure 4.4 Before and after update root cause analysis for the lack of the problem causes determination 56 Figure 4.5 Before and after update define the problem for the incorrect problem description 56 Figure 4.6 8D Problem Solving Checklist template 66 Page vii TABLE OF CONTENTS COMMENTS OF ADVISOR i COMMENTS OF THE COMMITTEE MEMBERS ii DEFINITIONS AND ABBREVIATIONS iv LIST OF TABLES v LIST OF FIGURES vi INTRODUCTION 1 Rationale Aims of the study Object and range of study Research methods Structure of the study CHAPTER 1: BOSCH VIETNAM COMPANY LIMITED INTRODUCTION 1.1 Overview of Robert Bosch GmbH Corporation 1.1.1 History 1.1.2 Worldwide 1.1.3 Products and services 1.2 Overview of Bosch Vietnam Company Limited 1.2.1 Introduction 1.2.2 Vision, mission 10 1.2.3 Company Structure 11 1.2.4 Product 14 Page viii