Customer Complaint 8D Report

Generates or completes 8D reports (Eight Disciplines) from customer complaint data, with D1–D8 fill-in guidance and a standard template. Supports customer-specific formats (one supplier, multiple customers with different 8D layouts). Use for customer complaints, quality deviations, and defect recurrence prevention.

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.

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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.

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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.

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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.

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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 | |

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## 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.

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## 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.

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## 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].

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## 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].

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## 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].

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## 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].

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## 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].

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## 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].

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Fill-in hints by D (for model reasoning and user prompts)

D	Keywords	If user did not provide, suggest
D1	Cross-functional, leader, members, roles	"Please provide the 8D team members and leader."
D2	5W2H, defect, quantity, spec	"Please add defect details and quantity/lot information." Suggest: "Attach defect photo(s) and limit sample or spec ref for D2."
D3	Quarantine, 100% inspection, stop, recall, due date	"Please describe containment actions for stock/shipment/production." Optional: "Attach photo of quarantine/sorted lots if available."
D4	Root cause, 5-Why, fishbone, Pareto, verification	"Please provide root cause conclusion or 5-Why/fishbone summary." Suggest: "Add a 5-Why or fishbone diagram; attach reproduction test photo/video if you have it."
D5	Permanent actions, verification result	"Please list selected permanent actions and verification method." Suggest: "Attach verification photo/video and trial report or test protocol."
D6	SOP/spec update, scope, effectiveness	"Please state updated documents and implementation scope." Suggest: "Attach revised SOP/spec (cover or excerpt) and approval evidence."
D7	Horizontal deployment, process improvement, training	"Please describe recurrence prevention and horizontal deployment." Optional: "Attach training record or lesson learned doc ref."
D8	Closure, customer confirmation, filing	"Please confirm closure date and customer sign-off." Optional: "Attach customer closure confirmation and distribution list."

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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.

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References

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