complaint-8d-report（投诉 8d 报告）

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."

1. 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].

1. 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)

• 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).

1. 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)

1. 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.
2. 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: …".
3. 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.
4. 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.

# 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)

Output requirements

1. Language: Match the user (e.g. English for English complaints; add bilingual terms if needed).
2. Placeholders: Use [To be filled] or [Fill from context above] when information is missing; do not invent names, dates, or quantities. For attachments use [Attach: description] or [See diagram] so the user knows what to add in Word or the report system.
3. Charts/diagrams: When the user gives 5-Why steps, cause categories, or defect counts by category, generate a text diagram (e.g. indented 5-Why, Mermaid flowchart or mindmap if supported) in the report body so the section is self-contained; still mention attaching the formal diagram file if they have one.
4. Images/video/documents: Keep attachment placeholders explicit; remind the user that images, videos, and document excerpts must be attached when exporting to Word or uploading the final report.
5. File: Suggest saving the final report as 8D-{case-number}-{date}.md, or to a path specified by the user.
6. One draft first: Output one complete template fill-in, then update specific sections based on user additions.

References

• Detailed 8D methodology and tools: {baseDir}/reference.md (if present).
• Example snippets: {baseDir}/examples/ (if present).