---
name: complaint-8d-report
description: 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.
triggers:
  - 8D report
  - 8D
  - write 8D
  - create 8D report
  - customer complaint report
  - quality deviation report
  - corrective action report
  - CAR
  - eight disciplines
  - root cause analysis
  - containment action
  - customer format
  - 8D template
  - different 8D format
---

# 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`."
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.

---

## 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.

---

## 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.

---

## 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 | |

---

## 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)

| 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." |

---

## 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).