02 Management

AFA CHAPTER: Management
Management
Logical – Fact Based Approach
Service Training Malaga 1

AFA
A trail of clues
Every failure leaves clues as to why it happened.
Therefore a trained person can use basic failure analysis

techniques to diagnose the causes behind a failure.

Failure Analysis…
“A thoughtful review of
product and environmental
Facts which leads to
identification of Root Causes
of product problems”
NOT: Warranty evaluation –

troubleshooting – test and adjust

Failure Analysis is When:
Parts can’t perform their function
• Worn out early or unusual

• Fractured
• Deformed
• Corroded

Root Cause or Result
Fix damage Repeat failure?

Failure
Find rootcause
Facts are “Roadsigns”

that lead to:
Root cause Result

When, Where and Who
• When…
– Failure Analysis is best done
immediate after a problem is noticed
and while facts are fresh
• Where…
– At the job site or near the job site
• Who…
– Managed by the local failure analyst.
– Customer, dealer and factory
personnel should gather fact and
assist the failure analyst leader when
necessary

Eight Steps of Applied Failure Analysis
1. State Problem Clearly & Concisely

2. Organize Fact Gathering Finding
3. Observe & Record Facts Root
4. Think Logically with the Facts Cause
5. Identify Most Probable Root Cause
6. Communicate with Responsible Party

7. Make Repair as Directed
8. Follow-Up with Customer

Step 1…
Define the problem…

Clear - Concise
Deformed
Worn Broken

Step 1…
Problem Statement shall include:
1. Specific area or component that is not OK
2. Complaint…
– See
– Hear
– Smell
– Feel
– Something is wrong

Step 1…
Example:
 Product area
Cylinder # 4 on C27
engine shows
excessive exhaust  Complaint
temperature.

Step 1… Importance
• Focuses analysis
• Prevents mistakes
and needless repairs

Step 2…
• Organize fact Gathering
– Plan Ahead
– Think
– Write
– Do It


Step 2…
Weeks/months
before failure

• Plan Ahead
• Get Organized

Step 3…
• Observe and record…

FACTS
– Cameras
– Video recorders
– Notes

Step 3…
Failure Analysis FACT Sources

1. Job Site
2. Failed Product C
A B
3. Met Lab/ SOS Lab

Not All Information is Factual
• False
• Assumptions
• Opinions
• Feelings

Example of FACTS or Opinions
1. The surface is discolored

2. The oil level has been too low
3. The surface is scratched
4. This part has been overloaded
5. Corrosion/Rust
6. The Material is too soft
7. Pitting

• AFA is built on FACTS

• Facts are the building blocks
that prepare you for Step 4.

Step 4…
• Think logically with

the FACTS
– Determine events that
took place
– Place them in a logical
sequence
! Some facts may be
missing due to being
lost or destroyed
Step 4…
What To Do
Facts Events
“What does this fact mean”
• Discoloration
• Scratches

Step 4…
Determine Events from Facts

E
A
C
B
D
F

Step 4…
Sequence Events on Time Line

“Bad”
“Good”
F A
Root cause
E
Failure
D
B
C
Time
• Identifies EVENTS in a time

sequence

Step 5…
• Identify most probable

ROOT CAUSE

Step 5…
Sequence Events on Time Line

“Bad”
What
How
Who “Good”
F A
Root cause
E
Failure
D
B
C
Time
Step 5…
Is first event
ROOT CAUSE
or a RESULT?
Step 5…
How To Do It • What happened

• How it happened
• Who did it
X
X
Sabotage, the operator does not like the machine
1 Abrasive wear

Step 5…
If no root cause fits the problem…
• Check root cause list

• Check problem statement
• Check facts
• Discuss with team

• Good Communication
• Accurate Repair
• Controlled Costs
• Improved Relationship

Step 6…
How to present a failure analysis report…

• Present a clear picture of
what happened
• Know the customer
• Stick with presenting facts
• Find a way for both of you to
win

Step 6…
Sending Messages
• Body Language 58%

• Tone of Voice 32%
• Words 10%
People believe what they see
more than what they hear.

Step 7…
Correct the problem

according to the
agreement reached by
all responsible parties

Step 8…
• Follow up in person
whenever possible
• Determine if the problem
has been corrected
• Determine if the customer
is satisfied

Eight Steps of Applied Failure Analysis
1. State Problem Clearly & Concisely

2. Organize Fact Gathering
3. Observe & Record Facts
4. Think Logically with the Facts
5. Identify Most Probable Root Cause
6. Communicate with Responsible Party
7. Make Repair as Directed
8. Follow-Up with Customer
P.T.O.

AFA

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AFA CHAPTER: Management

Service Training Malaga 1

Every failure leaves clues as to why it happened.

Therefore a trained person can use basic failure analysis

Service Training Malaga 2

NOT: Warranty evaluation –

Service Training Malaga 3

Failure Analysis is When:

Parts can’t perform their function

• Worn out early or unusual

Service Training Malaga 4

Root Cause or Result

Fix damage Repeat failure?

Facts are “Roadsigns”

Root cause Result

Service Training Malaga 5

When, Where and Who

Service Training Malaga 6

Eight Steps of Applied Failure Analysis

1. State Problem Clearly & Concisely

6. Communicate with Responsible Party

Service Training Malaga 7

Define the problem…

Service Training Malaga 8

Problem Statement shall include:

1. Specific area or component that is not OK

Service Training Malaga 9

excessive exhaust  Complaint

Service Training Malaga 10

Service Training Malaga 11

• Organize fact Gathering

Service Training Malaga 12

Service Training Malaga 13

Service Training Malaga 14

Service Training Malaga 15

• Observe and record…

Service Training Malaga 16

Failure Analysis FACT Sources

3. Met Lab/ SOS Lab

Service Training Malaga 17

Not All Information is Factual

Service Training Malaga 18

Example of FACTS or Opinions

1. The surface is discolored

Service Training Malaga 19

• AFA is built on FACTS

Service Training Malaga 20

• Think logically with

“What does this fact mean”

Service Training Malaga 22

Determine Events from Facts

Service Training Malaga 23

Sequence Events on Time Line

• Identifies EVENTS in a time

Service Training Malaga 25

• Identify most probable

Service Training Malaga 26

Sequence Events on Time Line