D2 Step – Problem Definition (5W2H)

What is the D2 Step in 8D? #

Once the team is formed in step (D1), the next discipline is D2: Problem Definition.

This step is focuses on describing the problem clearly, factually, and quantitatively.

In most 8D failures, the root cause is not unknown, the problem itself is not clearly defined.

“A poorly defined problem creates confusion; a well-defined one is half solved.”

Therefore, the objective of D2 step are to:

• Translate scattered complaints into a specific, measurable, and verifiable statement.
• Clarify who, what, when, where, why, how, and how many (5W2H).
• Determine the problem boundaries, what is and is not affected.
• Document everything in the “Problem Definition” sheet of the template with sketches or photos.

How to update D2 Problem statements fields from 8D Template #

D2 – Problem Definition

Define problem statement based on below information:

• What / Where / When / Who / Why / How / How Many – How Big
• Problem Scope
• Problem Severity
• Problem Statement Box
• Picture / Sketch Section

Let’s go through each one step by step.

1. What – What is the Problem? #

State exactly what is non-conforming, use technical terms, not emotions.

Example:

Weld spatter and weak joint on LH seat-frame bracket during MIG welding process.

Avoid phrases like “bad welding” or “customer rejected parts”, they are not measurable.

2. Where – Where was the Problem Found and Originated? #

Mention where exactly the problem found. It is the detection point and the source from where the problem observed.

Example:

Found at customer seat assembly line (OEM Plant). Origin from supplier welding line 2, station #WLD-14.

This helps to trace back the lot history and process conditions.

3. When – When was the Problem Detected? #

Specify the time, date, and production batch.

Example:

Detected on 15 October 2025 at 10 a.m. on customer assembly line.
Produced between 14 October ( Night Shift ) and 15 October (Morning Shift ).

Time data tells us a lot/batch traceability and machine history.

4. Who – Who Found the Problem? #

Name of the person or function who found and report the problem.

Example:

Reported by Quality Inspector – XYZ Motors Customer Plant.

In internal issues, this could be an operator, auditor, or Quality Engineer.

5. Why – Why is it a Problem? #

Describe the impact of this problem on customer or safety. What consequences faced by customer or user after this problem.

Example:

Weak joint could compromise seat strength under load, potential safety failure in crash test.

Link to risks like assembly, form-fitment, function, or regulation.

6. How – How does the Problem observed? #

Describe how the issue was detected, by visual inspection, test, measurement, or customer feedback.

Example:

The defect was visually detected during customer assembly line inspection when operators noticed loose joint movement and visible weld spatter on the bracket.

During torque tightening of the seat frame bolts, the part showed slight joint displacement, prompting a visual recheck which confirmed porosity and incomplete fusion on the weld bead.

7. How Many / How Big – Extent of Issue #

Quantify the problem for scale and urgency.

Example:

40 pcs rejected from Lot #2310 (2,000 pcs produced).
20,000 PPM defect rate.

8. Problem Scope #

Clarify boundaries, which models, process lines, or time frames are affected.

Example:

Only LH Seat-Frame Brackets from Welding Line 2, Shift B, Lot #2310.
No defects in RH brackets or other welding lines.

This prevents over-inspection or wrong containment.

9. Problem Severity #

Rate the risk to customer and operations.

Example: Severity = Critical → Immediate containment and formal 8D required.

10. Detailed Problem Statement #

Combine all the above details into one concise paragraph:

“Weld spatter and weak joint observed on LH Seat-Frame Bracket during customer inspection on 15 October 2025. Defects originated from Welding Line 2 (Lot #2310, Shift B). 40 pcs found non-conforming out of 2,000 pcs produced. Potential risk of seat failure under load, classified as Critical safety issue.”

This statement becomes the reference throughout next steps D3 to D8.

11. Picture: Details of problem #

A clear visual image of defect could help to understand the problem easily. Therefore, attached the Ok & Nok image for better problem understanding.

Problem-Definition Tools Used in D2 Step #

Example: “Is / Is Not” Analysis for Seat Frame Defect #

Conclusion: The defect is specific to Welding Line 2 and Operator A, narrowing the investigation for root cause (D4).

Linking D2 to Next Steps

Once the problem is defined, the next logical steps are:

1. D3 – Containment Action = Protect/avoid the customer line stoppage from further defects while investigation continues.
2. D4 – Root Cause Analysis = Use the clear problem statement as input to the 5 Whys and Fishbone Diagram.

Summary of Problem definition #

• D2 is about Problem Definition.
• Define the problem using 5W2H and Is / Is Not methods.
• Include quantitative and visual evidence in the template.
• Keep the statement neutral, no root-cause assumptions.
• A well-defined D2 step saves time in containment and root cause steps.

“If you can’t explain the problem in one clear sentence, you don’t understand it well enough yet.”