complaint-8d-report

# Customer Complaint 8D Report Generates or completes an **8D report** from user-provided complaint data (product, symptom, quantity, customer, dates, etc.) and guides step-by-step completion of D1–D8. Supports **chart/diagram analysis** (e.g. fishbone, 5-Why, Pareto), **image/video evidence** for verification, and **document attachments** for specs and revised procedures. Handles **customer-specific formats**: one supplier may need different 8D layouts for different customers; the skill can use a chosen template or match a user-provided format. Output is structured Markdown suitable for pasting into Word, Excel, or internal systems. --- ## Customer-specific / multi-customer formats **Scenario**: A supplier serves multiple customers; each customer requires 8D/CAR in a different format (different section titles, table columns, order of D1–D8, or extra blocks such as "Supplier response date" or "Cost of quality"). **How to handle**: 1. **Ask at the start**: "Which customer or report format should we use? If your customer has a specific template (section names, table layout), paste it or attach it and I’ll match it; otherwise I’ll use the standard template." 2. **If the user names a customer**: - Check whether a format definition exists under `{baseDir}/formats/` (e.g. `formats/Customer-A.md` or `formats/automotive-oem.md`). If yes, use that file’s section order and headings to build the report. - If no stored format exists, use the standard template and say: "Using the standard template. To reuse a custom format next time, you can add a format file under `formats/` — see `formats/README.md`." 3. **If the user provides a template or example** (pasted text, list of section titles, or attached document): - Extract section titles and table headers (and order). Map standard D1–D8 content into those sections: same logic (team, problem, containment, root cause, permanent actions, implement, prevent recurrence, close), but use the **customer’s labels and order**. If their format merges or splits disciplines (e.g. "D4–D5: Root cause and corrective actions"), keep one section and include both contents. - If their format has extra fields (e.g. "Cost impact", "RMA number"), add those as rows or blocks with placeholders like `[To be filled]`. 4. **Stored format files** (optional): In the skill folder, `formats/` can contain one file per customer or format (e.g. `Customer-A.md`, `Customer-B.md`). Each file lists the report structure: section titles in order and, if needed, table column headers. The agent then fills content according to this structure. See `{baseDir}/formats/README.md` and any example in `formats/` for the expected format. **Mapping rule**: The **content** of 8D (team, 5W2H, containment, root cause, permanent actions, implementation, recurrence prevention, closure) stays the same; only **section titles, order, and table/field names** change to match the customer template. --- ## Charts, diagrams, and attachments (when to use) | Where | Charts / diagrams | Images or video | Documents | |-------|-------------------|-----------------|-----------| | **D2** | Optional: defect location sketch, timeline | **Recommended**: defect photos, limit sample, customer evidence | Spec sheet, drawing, limit sample doc ref | | **D3** | Optional: containment flow | Optional: quarantine area, sorted lots | N/A | | **D4** | **Recommended**: 5-Why tree, fishbone, Pareto, cause–effect matrix | Optional: reproduction test photos/video, failure mode | Process doc / FMEA excerpt (before) | | **D5** | Optional: before/after data chart, trial summary | **Recommended**: verification photos or short video (trial, measurement) | Trial report, test protocol | | **D6** | Optional: Cpk/trend chart | Optional: updated work area, gauge | **Recommended**: revised SOP/spec (cover or excerpt), approval | | **D7** | Optional: process change summary | Optional: training photo | **Recommended**: training record, lesson learned doc ref | | **D8** | N/A | Optional: team/customer sign-off photo | **Recommended**: customer closure confirmation, distribution list | - **Charts/diagrams**: When generating the report, prompt the user to add or describe a diagram where the template says "See diagram" or "Attach chart". If the user can provide data (e.g. defect counts by category, 5-Why steps), generate a text or Mermaid-style diagram in Markdown where applicable. - **Images/video**: Use placeholders like `[Attach: defect photo]` or `[Attach: video – reproduction test]`; remind the user to attach files when exporting to Word or to upload to the report system. - **Documents**: Use placeholders like `[Attach: spec rev X]` or `[Attach: SOP XYZ rev 2 excerpt]`; ask for document number and revision when the user mentions a spec or procedure. --- ## Workflow (fixed order) 1. **Determine report format** (do this first when the user has multiple customers): - Ask: "Which customer or 8D format should we use? You can name a customer (if we have a format file for them), paste your customer’s section titles or template, or use the standard format." - If the user names a customer: look for `{baseDir}/formats/<name>.md` (normalize to lowercase, hyphens). If found, use that structure; if not, use the standard template and offer to create a format file for next time. - If the user pastes or attaches a template: parse section headings and table headers, then generate the report using that structure and the same D1–D8 content mapping. - If no preference: use the "Report template" below (standard). 2. **Gather information**: Confirm or collect at least one of the following - Complaint/case number - Product name, model, batch/lot or production date - Customer name, complaint date, receipt date - Defect description (symptom, quantity, where found, specification requirement) - Responsible department/owner (optional) 3. **Generate report skeleton**: Output the full 8D document per the chosen format (standard "Report template" below, or customer-specific structure from step 1). Use `[To be filled]` or `[Fill from context above]` for missing items. 4. **Guide by discipline**: If the user provided only partial information, add a one-line prompt at the end of the relevant D section: "Suggested addition: …". 5. **Charts and attachments**: Where the template calls for a diagram, image, or document, either (a) generate a text/Mermaid diagram from user data when possible, or (b) insert a clear placeholder (e.g. `[Attach: defect photo]`, `[See fishbone diagram]`) and remind the user to add the file when finalizing the report. 6. **Output format**: Deliver copy-pasteable Markdown and suggest saving as `8D-{case-number}-{date}.md` (or the filename style the customer expects). Remind that images, videos, and document excerpts must be attached in Word or the final report system. --- ## Report template (standard structure) The template below is the **default** layout. When a customer-specific format is selected (step 1), use that format’s section order and headings instead; the content for each D remains the same. ```markdown # 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]. ``` --- ## Fill-in hints by D (for model reasoning and user prompts) | D | Keywords | If user did not provide, suggest | |---|----------|----------------------------------|