Customer Complaint 8D Report

Note:

{baseDir}

= the root directory of this skill (where SKILL.md resides). Paths like

{baseDir}/formats/

resolve to the skill's

formats/

folder.

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. Supports PPT (.pptx) as final deliverable: generate slide deck or slide-by-slide content for copy-paste.

---

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.

---

Strict / high-requirement customers (Foxconn, OEMs, tier-1, large accounts)

When to apply: The user names or implies a strict customer — e.g. Foxconn (Hon Hai), automotive OEMs (VW, Toyota, GM, Ford, etc.), tier-1 suppliers, or other large accounts with formal quality systems (IATF 16949, customer-specific CAR/8D forms). For these customers, use stricter fill-in prompts and treat more attachments and fields as mandatory.

What to do:

• In step 1 (format), if the user says "Foxconn", "OEM", "automotive", "tier-1", or "strict customer", acknowledge it and add: "I’ll use stricter evidence and closure requirements for this report."
• In the Basic information block, add (or ensure placeholders for) fields many strict customers require: RMA / complaint number, Supplier response due date, Cost of quality or cost impact (if the customer form has it).
• For each D, use the strict prompts from the table below (evidence and sign-off are expected, not optional).
• Closure (D8): Require explicit customer approval / sign-off and distribution list; remind that many OEMs and Foxconn expect signed confirmation or formal closure in their portal.

Typical strict-customer expectations (prompt for these when applicable):

• D2: Defect photo + limit sample or customer spec ref; exact lot/batch and quantity.
• D3: Containment actions with due date and effectiveness proof (e.g. 100% inspection record, quarantine tag photo).
• D4: Formal 5-Why or fishbone in the report; root cause verified (reproduction test or data).
• D5: Permanent actions with verification evidence (trial report, measurement data, or customer approval).
• D6: Revised document with revision and approval (SOP/spec/FMEA); implementation scope and effectiveness data.
• D7: Training record or attendance; lesson learned / FMEA update reference.
• D8: Customer closure confirmation (signed or in portal); report distribution and acknowledgment.

---

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. Strict customers: Many customer portals do not render Mermaid; remind the user to export fishbone/5-Why diagrams as image or PDF for formal submission.
• Images/video: Use placeholders like

  [Attach: defect photo]

  or

  [Attach: video – reproduction test]

  ; remind the user to attach files when exporting to Word/PPT or uploading 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." Output format: If the user has already stated they want PPT (e.g. "要PPT"、"导出PPT"、"output as PPT"), use PPT — do not ask again, do not default to Markdown. If unspecified, ask: "Do you need the final output as Markdown/Word, or as PPT (.pptx)?" Default when unspecified: Markdown.
   • 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 per user preference. Critical: when user requested PPT, the deliverable MUST be (a) a .pptx file, or (b) slide-by-slide content in the response for copy-paste. Do NOT save/write a .md file as the output. Do NOT say "如需导出为PPT随时说" — the user already asked for PPT.
   • Markdown/Word (when user did not request PPT): Copy-pasteable Markdown, suggest

     8D-{case-number}-{date}.md

     ; remind to attach images/videos/documents when exporting to Word. If saving .md to disk, output a clickable

     file:///

     link.
   • PPT (.pptx) (when user requested PPT): First try to generate a

     .pptx

     file via Python

     python-pptx

     (see "PPT slide structure" below) and save as

     8D-{case-number}-{date}.pptx

     ; then output a clickable

     file:///

     link. If Python is unavailable, output a slide-by-slide block (Slide 1: …, Slide 2: …, …) that the user can paste into PowerPoint. The delivered file/link must be .pptx or slide content — never .md when PPT was requested.

---

Edge cases and special situations

Situation	Handling
D0 or prep section	If the customer template includes D0 (prepare/emergency response), add it with the customer's section title and fill per their headings; then proceed with D1–D8 as usual.
Repeat complaint / escalation	If the user mentions "repeat", "recurrence", or "SCAR escalation", prompt for: comparison with previous 8D, whether management review is required, and what failed in the prior corrective action. Strengthen D4/D7 accordingly.
Confidentiality	Before sharing or pasting into external portals, remind: customer names, line IDs, or contact details may need redaction depending on company policy.
Mermaid diagrams	See Charts section above—strict customers often need fishbone/5-Why as image or PDF, not raw Mermaid.
User requested PPT	Output .pptx or slide-by-slide; never .md as the primary deliverable. Do not offer "export to PPT later" — they already asked.

---

Generating .pptx / .pdf files (generate_8d.py)

When the user requests PPT or PDF output, use

{baseDir}/generate_8d.py

to produce the files.
Do not write an ad-hoc Python script each time — always use this pre-built script.

Steps

1. Build a JSON object from the 8D data collected in the conversation (schema below).
2. Write it to a temporary file, e.g.

   C:\Users\<user>\Downloads\8D-CC001.json

   .
3. Run the script:

python "{baseDir}/generate_8d.py" "C:\path\to\8D-CC001.json" --format both --out "C:\Users\<user>\Downloads"

--format

options:

pptx

(default) ·

pdf

·

both

--out

defaults to the same folder as the input JSON if omitted.

4. The script prints the output paths and

   file:///

   links. Return those links to the user so they can click to open.

Dependencies (install once if missing):

pip install python-pptx fpdf2

PDF and Chinese characters: the PDF generator auto-detects a CJK font on Windows (

msyh.ttf

/

simhei.ttf

), macOS, and Linux (Noto Sans CJK). If no CJK font is found, Chinese characters in the PDF may appear as boxes — the PPTX is always safe.

JSON schema

{
  "case_no": "CC-001",
  "date": "2026-04-02",
  "product": "Product Name",
  "customer": "Customer Name",
  "batch": "2026-03",
  "complaint_date": "2026-03-28",
  "receipt_date": "2026-03-29",
  "defect_summary": "One-line defect description",
  "owner": "Team Leader Name",

  "rma_no": "",
  "response_due": "",
  "cost_impact": "",

  "d1_team": [
    {"role": "Leader", "name": "", "dept": "", "responsibility": "Overall coordination", "contact": ""},
    {"role": "Member", "name": "", "dept": "", "responsibility": "", "contact": ""}
  ],

  "d2_5w2h": {
    "what": "", "where": "", "when": "", "who": "", "why": "", "how_many": "", "how": ""
  },
  "d2_problem_statement": "",

  "d3_actions": [
    {"no": 1, "action": "", "owner": "", "due_date": "", "verification": ""}
  ],

  "d4_direct_cause": "",
  "d4_root_cause": "",
  "d4_verification": "",
  "d4_5why": ["Why 1", "Why 2", "Why 3", "Why 4", "Root cause"],

  "d5_actions": [
    {"id": "PC1", "action": "", "owner": "", "planned": "", "result": ""}
  ],

  "d6_documents": "",
  "d6_scope": "",
  "d6_effectiveness": "",

  "d7_prevention": [
    {"category": "Process / Standard", "content": "", "owner": ""},
    {"category": "Horizontal deployment", "content": "", "owner": ""},
    {"category": "Training / Sharing", "content": "", "owner": ""}
  ],

  "d8_closure": "",
  "d8_closure_date": "",
  "d8_distribution": ""
}

All fields are optional — missing values are replaced with

[To be filled]

in the output.
Fields

rma_no

,

response_due

,

cost_impact

only appear in the output when non-empty (strict customers).

---

PPT slide structure (when output is .pptx)

When the user requests PPT output, structure the deck as follows. Each D becomes one or more slides; use the same content mapping as the Report template.

Slide	Title	Content
1	Customer Complaint 8D Report — [Case No.]	Cover: Case No., Product, Customer, Report date, Owner
2	Basic information	Table: Complaint/Case No., Product, Batch, Customer, Complaint date, Defect summary, RMA (if strict)
3	D1 – Team	Team table (Role, Name, Department, Responsibility)
4	D2 – Problem description	5W2H bullets, Problem statement; placeholder for defect photo
5	D3 – Interim containment	Action list table; containment scope summary
6	D4 – Root cause	Root cause statement, 5-Why/fishbone summary or [See diagram]; verification note
7	D5 – Permanent corrective actions	Action table; verification result
8	D6 – Implement and validate	Updated documents, scope, effectiveness
9	D7 – Prevent recurrence	Process/system changes, horizontal deployment, training
10	D8 – Close	Closure summary, customer confirmation, distribution

• D4/D5: If 5-Why or fishbone is lengthy, use an extra slide. Add

  [Insert: fishbone diagram]

  placeholder.
• Images: Use placeholders like

  [Insert: defect photo]

  ; remind the user to insert images manually.
• When generating via

  python-pptx

  , create slides with title + body text; keep tables concise (avoid wide tables that overflow).

---

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 | |
| *(Strict customers)* RMA / Customer complaint No. | |
| *(Strict customers)* Supplier response due date | |
| *(Strict customers)* Cost of quality / cost impact (if required) | |

---

## 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)

Default (general customers):

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."

Strict customers (Foxconn, automotive OEMs, tier-1, large accounts) — use these when the user names such a customer or says "strict" / "OEM" / "tier-1". Treat attachments and sign-off as expected, not optional:

D	Strict-customer prompt (additionally or instead)
D1	"Please provide the 8D team with names, departments, and roles. OEM/Foxconn often require a designated team leader and customer contact."
D2	"Mandatory for submission: Defect photo(s), limit sample or customer spec/drawing ref, and exact lot/batch and defect quantity. Please attach and confirm spec revision."
D3	"Containment must include due date and effectiveness proof. Please provide: 100% inspection record or quarantine log, and photo of quarantined/sorted lot if possible."
D4	"Formal analysis required: Please provide a 5-Why or fishbone diagram in the report, and verification of root cause (reproduction test or data evidence). Attach photo/video of reproduction test if available."
D5	"Permanent corrective actions must have verification evidence: trial report, measurement data, or customer approval. Please attach verification photo/video and formal trial or test protocol."
D6	"Please attach revised document with revision and approval (SOP/spec/FMEA cover or key page). Provide implementation scope and effectiveness data (e.g. Cpk, defect rate)."
D7	"Training record or attendance is typically required. Please attach training record and reference to lesson learned or FMEA update."
D8	"Customer closure confirmation (signed or in customer portal) and distribution list are required. Please confirm closure date and attach customer approval or acknowledgment."

Basic info (strict): If strict customer, also ask for RMA / customer complaint number, supplier response due date, and cost of quality / cost impact if the customer form includes them.

---

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. 2a. PPT when requested: If the user asked for PPT output, the final deliverable must be .pptx or slide-by-slide content — never a .md file. Do not treat PPT as an optional follow-up ("如需导出为PPT随时说").
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/PPT or uploading the final report.
5. File: Suggest saving as

   8D-{case-number}-{date}.md

   (Markdown/Word) or

   8D-{case-number}-{date}.pptx

   (PPT), or to a path specified by the user.
6. File link (clickable): When a file is saved to disk (.md or .pptx), output the path as a clickable

   file:///

   link so the user can open it directly. Format:

   file:///

   + absolute path with forward slashes (e.g.

   file:///F:/openclaw-skills/8D-CC-001-2025-03-21.pptx

   ). Say e.g. "已保存，可直接点击打开: file:///F:/path/to/8D-xxx.pptx" or "Saved. Click to open: [file:///...]".
7. 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).