1. Purpose of the 8D complaints module
8D (Eight Disciplines) is a structured method for analysing, correcting and structurally preventing a quality issue at a supplier. Both the organisation itself and the supplier participate in the process: the report is registered and assessed in ISPnext, while the supplier processes its response via the Supplier Portal.
The 8D complaints module is part of the Vendor Management module.
2. When should you use 8D?
The 8D method is suitable when:
- A supplier has delivered a product that does not meet the quality requirements.
- An incident has structural causes that must be prevented.
- A formal and traceable complaints process is required.
3. The 8 disciplines
The method consists of 8 successive disciplines, referred to as D1 to D8. The disciplines are divided between two parties: the organisation itself completes D1, D2 (complaint side), D7 and D8; the supplier completes D2 (isolation side) to D6 via the Supplier Portal.
D1 to D8 are completed step by step. First, the complaint is registered (D1-D2), after which the supplier responds via the Supplier Portal (D2-D6). The report is then closed (D7-D8).
3.1 D1 - Problem description
Here, the issue is described: what is wrong with the product, how many items are affected and when the issue was identified. This information is visible to the supplier in the Supplier Portal.
3.2 D2 - Problem consequences
Here, the immediate action expected from the supplier as a first measure is indicated. An example of this is supplying a missing product.
After sending the report, the supplier completes the following disciplines via the Supplier Portal:
3.3 D2 - Isolation action (supplier)
The supplier describes what immediate action is being taken to isolate the issue and limit further damage.
3.4 D3 - Cause analysis (supplier)
The supplier indicates which areas of the business have been impacted by the issue: People, Methods/procedures, Equipment, Material, Environment and Measurement. In addition, it explains in five steps why the issue occurred.
3.5 D4 - Corrective actions (supplier)
The supplier describes which actions have been or are being carried out to correct the issue.
3.6 D5 - Preventive actions (supplier)
The supplier describes which measures have been taken to prevent recurrence in the future.
3.7 D6 - Verification actions (supplier)
The supplier describes how it is verified that the actions from D4 and D5 are actually being carried out.
After receiving the supplier's response, the report is closed:
3.8 D7 - Closure
An assessment of the supplier's actions is added and a quality manager is appointed. The quality manager then receives an email to complete the final review.
3.9 D8 - Final assessment (quality manager)
The quality manager adds any final comments and assigns a final score to the report.
4. Division of roles
| Discipline | Completed by | Environment |
|---|---|---|
| D1, D2 (problem consequences) | Organisation itself | ISPnext |
| D2 (isolation action) to D6 | Supplier | Supplier Portal |
| D7 | Organisation itself | ISPnext |
| D8 | Quality manager | ISPnext |
5. Summary
- 8D is a structured method for registering, analysing and structurally resolving quality issues at suppliers.
- The process takes place between the organisation itself (in ISPnext) and the supplier (in the Supplier Portal).
- The method consists of 8 disciplines: from problem description and immediate measures to cause analysis, corrective actions, verification and closure.
- The 8D complaints module is part of the Vendor Management module.