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 ------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- 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------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- Ho Chi Minh City, 21th May, 2023 Advisor Ph.D Huynh Anh Tuan Page i COMMENTS OF THE COMMITTEE MEMBERS ------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- 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------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------- 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 3.3 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. 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 8 Disciplines PDCA Plan Do Check Act TRC Technical root cause MRC Managarial root cause Page iv LIST OF TABLES Table 3.1 5 Whys tool training duration .2 8D method evaluated score with step by step .1 8D method’s checklist in step D1 .2 8D method’s checklist in step D2 .3 8D method’s checklist in step D3 .4 8D method’s checklist in step D4 .5 8D method’s checklist in step D5 .6 8D method’s checklist in step D6 .7 8D method’s checklist in step D7 .8 8D method’s checklist in step D8.
65 Page v LIST OF FIGURES Figure 1.2 Robert Bosch GmbH Headquarters in Stuttgart, Germany .3 Products of Bosch’s mobility solutions .4 Products of Bosch’s Home appliances solutions .5 Organization structure of Bosch Vietnam Co.6 Continuously Variable Transmission pushbelt (CVT pushbelt) at Bosch Vietnam .1 Benefit of 8D method brings to organizations .2 The 8D problem solving method process .5 Is/ is not method .7 TRC and MRC .8 Flowchart basic symbols .9 Plan - Do – Check – Act process .1 Booklet 16 Problem Solving .2 Problem solving week .3 Training program procedure at Bosch Vietnam .4 8D problem solving course .5 Training program’s result .6 8D cases’s status in 2022. 44 Page vi Figure 3.7 Effect factors to the results of 8D evaluation in 2022.8 Pareto chart of 8D cases’s effect factors .9 Root cause analysis in 8D report form .10 Define the problem in 8D report form .1 The process of conducting the sharing session .2 8D method form before updating guideline .3 8D method form after updating guideline .4 Before and after update root cause analysis for the lack of the problem causes determination .5 Before and after update define the problem for the incorrect problem description .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. Aims of the study.
Object and range of study. Structure of the study. 3 CHAPTER 1: BOSCH VIETNAM COMPANY LIMITED INTRODUCTION .1 Overview of Robert Bosch GmbH Corporation .3 Products and services .2 Overview of Bosch Vietnam Company Limited. 16 CHAPTER 2: LITERATURE REVIEW .1 The 8D problem solving method.4 The 8D Problem Solving Process .2 Related concepts of the study .3 Is/Is not method .5 TRC and MRC.
31 CHAPTER 3: THE 8D PROBLEM-SOLVING METHOD AT BOSCH VIETNAM .1 The 8D problem solving method application at Bosch Vietnam .2 The 8D method training program at Bosch Vietnam .3 Overview of the 8D method application in operational process at Bosch Vietnam .2 8D method application to resolve customer complaints. 49 CHAPTER 4: RECOMMENDATION FOR 8D METHOD APPLICATION AT BOSCH VIETNAM .1 8D method sharing sessions (Improve the first limitation) .2 Update guideline for 8D report form (Improve the second limitation).3 Build checklist for 8D method implemented process (Improve the third limitation). Rationale Problems are present everywhere, from each of us individually and even small to global organizations have problems in their operations. Problems occur when we cannot control the situation; they affect our initial expectations and make us think about how to solve it.
In each period of social development, problems arise more complex and elusive, thus requiring not only individuals but also businesses to have the ability to solve problems. Because of that, problem solving is one of the important soft skills today; this skill is needed not only in daily life but also in the work environment from small companies to large corporations in the world. One of the popular methods to solve problems applied in many companies globally, with diverse fields, is the 8D problem solving method (Eight Disciplines). Although this is a popular tool and has been around for a long time, there are still difficulties in the application process, leading to unsatisfactory results.
In fact, in Vietnam, the problem- solving method has not been popularized and applied in many businesses. At Bosch Vietnam, problems in the production process are always taken care of, and finding a solution not only helps to minimize the impact of the problem at that time, but also helps to to avoid repetition in the future. Therefore, the 8D problem-solving method was in line with the company's wishes, besides the feature of helping to approach the problem systematically, covering all aspects of a problem. The company's process of applying this method has been and is getting better and better, but at some point the author wishes to be able to help improve it better.
Combining the desire to introduce the method as well as create the opportunity for the author to study the systematic problem-solving process in a company with the 8D method; the author decides to choose the topic ―EVALUATING 8D METHOD APPLICATION PROCESS TO RESOLVE CUSTOMER COMPLAINT AT BOSCH VIETNAM‖ Page 1 2. Aims of the study Overall objectives: Assess the current situation of applying the 8D problem solving method in Bosch Vietnam Co. and propose some improvement solutions to help improve the application process. Detail goal: Introducing some information of Bosch Vietnam Co., Ltd from the process of formation - development; development motto and products the company offers.
Assessing the 8D problem solving method from the training process to the application in production activities of the company. Proposing support solutions to improve the process of applying more effective problem-solving methods. Object and range of study Research subjects: Bosch Vietnam Co. process of applying 8D problem solving to customer complaints Research scope: – About space: Bosch Vietnam Co., Ltd – About time: Data in 2022 4.
Research methods Primary data: Information gathered from managers and engineers involved in 8D problem solving projects. Secondary data: Data reported from departments in 2022, aggregated data from sources outside the company (books, newspapers, the internet. Methods of synthesis and analysis Page 2 Collecting, synthesizing and analyzing data from departments. Interview the engineers involved in the project.
Observe the production process, analyze the problem, and provide the solution. Use analytical tools: Pareto, Fishbone chart. Structure of the study There are four chapters: Chapter 1: Bosch Vietnam Company Limited Introduction Chapter 2: Literature Review Chapter 3: The 8D Problem-Solving method at Bosch Vietnam Chapter 4: Recommendation for 8D method application at Bosch Vietnam Page 3 CHAPTER 1: BOSCH VIETNAM COMPANY LIMITED INTRODUCTION 1.1 Overview of Robert Bosch GmbH Corporation 1.1 History Robert Bosch GmbH is one of the largest corporations providing technology and technology-related services in the world. The group was founded in 1886; the founder is Mr.
Robert Bosch with headquarters located in the city of Stuttgart in the south of Germany.1 Robert Bosch (1861–1942) Source: Robert Bosch Stiftung Figure 1.2 Robert Bosch GmbH Headquarters in Stuttgart, Germany Source: Bosch.com Page 4 At the beginning, the predecessor of Robert Bosch GmbH Corporation was the Workshop for Precision Mechanics and Electrical Engineering, which was situated in Stuttgart. At this time, the workshop’s products were mechanical products made to order. In 1897, Bosch became better-designed magneto ignition devices supplier, which were installed into automobiles. In 1906, after the magneto ignition for automobiles for domestic consumption, Bosch was a success with the first step to the USA with many orders.
The development included the company a million dollars and expanded outside Germany with the Springfield factory, Massachusetts (1912). With success in the USA, Bosch continued to expand to other countries such as Australia, South Africa, Japan, and China. In 1913, foreign businesses of Robert Bosch GmbH Corporation were up to 88% of the company’s sales. Experienced a lot of difficulties such as World War I, competition and many patents revoked; Bosch has re-established relationships and expanded the market, along with new products such as the honking Bosch horn, windshield wipers, and battery-powered ignition and so on, especially the assembly-line production in 1925.
Not only automobile products, Bosch also manufactured other products in the electrical tools field as hammer drills (1927); home appliances field as refrigerators, and radios (1932) … In 1936, Bosch introduced to the market the diesel-injection pump with no required magneto ignition, which was considered as the second linchpin after the first diesel-injection pump for cars. World War II severely affected Bosch's international business. So after the war ended, Bosch focused on rebuilding by rebuilding its global network so that by 1960, international sales exceeded 20% for items such as electrical appliances, household appliances, repair and assembly equipment to automobile fuel injection. From the mid- 1950s to the 1970s, Bosch developed the electronics business with products such as semiconductors and integrated circuits that became the basis of the Bosch group's business development.