Walks through customer complaint and major incident handling with containment, verified root cause, and horizontal deployment.
For quality engineers, customer service, and cross-functional problem teams.
Use a sanitized case on the D0–D8 timeline; separate escape vs detection points in D4; link D7 to change control and FMEA updates.
Finish with a mock 8D review in groups.
Weak D3 containment causes repeats; stop at "human error" without system factors.
Verify effectiveness and document updates before closing.