ADVANCED PRODUCT

QUALITY PLANNING

APQP
Presented by:
Quality Growth Services Pvt. Ltd.
H-13, Kirti Nagar,
Nagar,
New Delhi - 110 015

Why Plan
Identify ways to improve Continual improvement

Means for tracking and Reduction in time cycle by

checking up front planning

Contingency Planning Better communication

Anticipate problems in Do it right first time

advance On time outputs

QGS/ISO-TS-APQP 2
What gets in the way of planning
Lack of management Personal egos
commitment Lack of team spirit
Lack of discipline Adhock approach
Time management issues
Lack of knowledge
Unclear priorities
Lack of resources
Unclear responsibilities
Unclear directions
Lack of accountability
Lack of faith in systematic Non-competitive operating
approach environment

QGS/ISO-TS-APQP 3

What is Quality Planning

Systematic approach to understand the customer
requirements and ensuring that all the requirements are met

QGS/ISO-TS-APQP 4
What is Advanced Product
Quality Planning
Quality planning and more
Total integration of quality tools with management functions
Multi-disciplinary team approach to quality planning
Tool to enable suppliers to not only meet but exceed customer
requirements
To promote early identification of required changes
To avoid late changes
To provide a quality product on time at the lowest cost
Facilitate communication with everyone involved
Developing easily understandable formats by supplier and customer
QGS/ISO-TS-APQP 5

Fundamentals of Product
Quality Planning
Organize the team - Multi-disciplinary team from Engineering,
Manufacturing, Quality, Materials, Sales, Service, Sub-contractors and
Customers
Define the Scope - Team Leader, Roles and Responsibilities, Customer
(Internal / External), Customer Requirements, Additional Members,
Feasibility Assessment , Cost , Timings, Constraints, Customer
Assistance & documentation
Team-To-Team - Establish line of communication with customer team and
other in-house teams
Training - Identifications and organizing for providing training
Customer and Supplier Involvement - Identification of issues needs
interaction with customer / sub-contractor and resolution

QGS/ISO-TS-APQP 6
Fundamentals of Product
Quality Planning (Cont’d.)
Simultaneous Engineering - A process to strive for common goal. Parallel
working
Control Plans - Prototype, pre-launch and production
Concern Resolution - Documenting, responsibility assigned. Use of
disciplined problem solving method in difficult situations
Product Quality Timing Plan - Developing activity plan for all activities.
Review of activities and corrective actions
Plans Relative to the Timing Chart - Sub plans for associated activities!

QGS/ISO-TS-APQP 7

Introduction
When is APQP appropriate?
For development of new product
Incorporating changes in the product
(Your responsibility will be dependent on the nature of what your company supplies)
Concept
Initiation / Approval
Programme Prototype Pilot Launch
Approval

PLANNING
PLANNING

PRODUCT DESIGN AND DEV.

PROCESS DESIGN AND DEVELOPMENT

PRODUCT AND PROCESS VALIDATION

PRODUCTION

FEEDBACK ASSESSMENT AND CORRECTIVE ACTION

Product Process Product

Plan and design and design and and Feedback
define development development process assessment and
programme verification verification validation corrective action

QGS/ISO-TS-APQP 8
Product Quality Planning
Responsibility Matrix
ASSIST IN DEFINING THE SCOPE OF PLANNING AND RESPONSIBILITY
Phase Responsibility Interfaces
Plan & Define Programme
INPUTS
• Voice of Customers (- - - - - - - - - - - - - - - - - - - - - - - - - -)
• Business Plan / Marketing Strategy
• Product / Process Benchmark Data
• Product & Process Assumptions
• Product Reliability Studies
• Customer Inputs
OUTPUTS
• Design Goals
• Reliability & Quality Goals
• Preliminary Bill of Material
• Preliminary Process Flow Chart
• Preliminary Listing of Special Product
& Process Characteristics
• Product Assurance Plan
QGS/ISO-TS-APQP 9

Product Quality Planning

Responsibility Matrix
ASSIST IN DEFINING THE SCOPE OF PLANNING AND RESPONSIBILITY
Phase Responsibility Interfaces
Product Design & Development
• Design Failure Mode & Effect Analysis
• Design for Manufacturability & Assembly
• Prototype Building
• Engineering Drawings
• Engineering Specifications
• Material Specifications
• New Equipments, Tooling & Facilities Requirement
• Special Product & Process Characteristics
• Prototype Control Plan
• Gauge / Testing Equipment Requirements
• Team Feasibility Commitment

QGS/ISO-TS-APQP 10
Product Quality Planning
Responsibility Matrix
ASSIST IN DEFINING THE SCOPE OF PLANNING AND RESPONSIBILITY
Phase Responsibility Interfaces
Process Design & Development
• Packaging Standards
• Process Flow Chart
• Floor Plan Layout
• Characteristics Matrix
• PFMEA
• Pre-launch Control Plan
• Measurement System Analysis Plan
• Packaging Specifications
Product and Process Validation
• Production Trial Run
• PPAP
• Production Control Plan
• Quality Planning Sign-off

QGS/ISO-TS-APQP 11

Product Quality Planning

Responsibility Matrix
ASSIST IN DEFINING THE SCOPE OF PLANNING AND RESPONSIBILITY
Phase Responsibility Interfaces
Feedback, Assessment &
Corrective Action
• Management Support (In all phases)
• Design Verification
• Design Reviews
• Drawing & Specifications Changes
• Product / Process Quality System Review
• Measurement System Evaluation
• Preliminary Process Capability Studies
• Production Validation Testing
• Reduced Variation
• Customer Satisfaction
• Delivery and Service

QGS/ISO-TS-APQP 12
Plan and Define

Describes how to determine customer needs and

expectations
All work done with customer in mind for providing
better product / service than competitor

VOICE OF THE CUSTOMER

Encompasses complaints, recommendations, data and information
obtained from Internal or External customers

QGS/ISO-TS-APQP 13

Plan and Define (Cont’d.)

MARKET RESEARCH
Team obtains data and information reflecting the voice of customer to
identify concerns, wants for translating into product process
characteristics. Can be in the form of
Customer interviews
Customer questionnaire and surveys
Market test and positioning reports
New product quality and reliability studies
Competitive product quality studies
Things Gone Right (TGR) reports

QGS/ISO-TS-APQP 14
Plan and Define (Cont’d.)

HISTORICAL WARRANTY AND QUALITY INFORMATION

List of historical customer concerns / wants to assess the potential for
recurrence during design, manufacture, installation and use. The
following item can be used:
Things Gone Wrong (TGW) reports
Warranty reports
Capability indicators
Supplier plant
Internal quality reports
Problem resolution reports
Customer plant returns and rejections
Field return product analysis
QGS/ISO-TS-APQP 15

Plan and Define (Cont’d.)

TEAM EXPERIENCE
The team may use other source of information such as:
Input from higher system level or past Quality Function Deployment (QFD) projects
Media commentary and analysis: magazine and newspaper reports, etc.
Customer letters and suggestions
TGR / TGW reports
Dealer comments
Fleet Operator’s comments
Field service reports
Internal evaluations using surrogate customers
Road trips
Management comments or direction
Problems and issues reported from internal customers
Government requirements and regulations
Contract review

QGS/ISO-TS-APQP 16
Plan and Define (Cont’d.)

BUSINESS PLAN / MARKETING STRATEGY

Customer business plan and marketing strategies will set the frame
work for APQP. Issues like timing, cost, investment, product
positioning, R&D may put constraints. The marketing strategies will
define the target customer, key sales point and key competitors
PRODUCT / PROCESS BENCHMARK DATA
Benchmarking provides input for product / process performance
targets. R&D may provide benchmark and concept ideas. Methods to
successful benchmarking are:
Identify appropriate benchmark
Understanding the reasons for gap between current status and the benchmark
Develop a plan to either close the gap, match the benchmark or exceed the
benchmark
QGS/ISO-TS-APQP 17

Plan and Define (Cont’d.)

PRODUCT / PROCESS ASSUMPTION

Certain assumptions about product feature, design or process concept
become inputs for planning. These includes:
Technical innovations
Advanced Materials
Reliability assumptions and
New Technology
PRODUCT RELIABILITY STUDIES
Data related to frequency of repair, replacement of components within
specified period, long term reliability / durability tests

QGS/ISO-TS-APQP 18
Plan and Define (Cont’d.)

CUSTOMER INPUTS
User of product provides valuable information relating to the needs and
expectations of customers. Additionally, user may have conducted
various studies and reviews on the product. Should be used to develop
agreed upon measures of customer satisfaction
DESIGN GOALS
A translation of the voice of customer into tentative and measurable
design objectives. Assures that voice of customer is not lost
RELIABILITY AND QUALITY GOALS
Reliability goals are established based on customer wants and
expectations, programme objectives and reliability benchmarks. Should
be expressed in terms of probability and confidence limits
Quality goals are targets based on continual improvement
QGS/ISO-TS-APQP 19

Plan and Define (Cont’d.)

PRELIMINARY BILL OF MATERIAL
Include bill of material based on product / process assumptions and early sub-
contractors list
PRELIMINARY PROCESS FLOW CHART
Described anticipated manufacturing processes. Use preliminary BOM and
product / process assumptions
PRELIMINARY LISTING OF SPECIAL PRODUCT & PROCESS
CHARACTERISTICS
Customer and team identify based on knowledge of product and process. List
could be developed from
Product assumptions based on the analysis of customer needs and expectations
Identification of reliability goals / requirements
Identification of special process characteristics from the anticipated manufacturing
process
Similar part FMEAs
QGS/ISO-TS-APQP 20
Plan and Define (Cont’d.)
PRODUCT ASSURANCE PLAN
Translate design goal into design requirements. Should include:
Outlining of program requirements
Identification of reliability, durability and apportionment / allocation goals and / or
requirements
Assessment of new technology, complexity, materials, application, environment,
packaging, service and manufacturing requirements or any other factor that may place
the program at risk
Development of Failure Mode Analysis (FMA)
Development of preliminary engineering standards requirements
MANAGEMENT SUPPORT
One of the key to the APQP teams success is interest, commitment and
support of top management. Team should update management at the
conclusion of every product quality planning phase. The update should be
formal with the opportunity for questions and answers
QGS/ISO-TS-APQP 21

Product Design and Development

To develop design features and characteristics into near final
form
Product Quality Planning Team should consider all design
factors in the planning process to ensure the final product will
satisfy the “Voice of the Customer”
Design factors should be considered even if the responsibility
for design is owned by the customer or shared

QGS/ISO-TS-APQP 22
Product Design and Development
Feasible design must permit meeting production volumes,
schedules, ability to meet engineering requirements with
quality, reliability, investment cost, weight, unit cost and timing
objectives
Design planning process to assure comprehensive and critical
review

QGS/ISO-TS-APQP 23

Product Design and Development

Design Failure Mode and Effect Analysis
A disciplined analytical technique to assess the probability of
failure and effect of such failures
DFMEA provides an opportunity to review the previously
selected process and product characteristics. Make necessary
additions, changes and deletion
Use DFMEA checklist to assure appropriate design
characteristics are considered

QGS/ISO-TS-APQP 24
Product Design and Development
Design for Manufacturability and Assembly
DFMA is a simultaneous engineering process to optimize the
relationship between design function, manufacturability and ease
of assembly
The scope of customer needs and expectations determine the
extent of the activity. The following shall be considered:
⌧Design, concept, function and sensitivity to manufacturing variation
⌧Manufacturing and / or assembly process
⌧Dimensional tolerances
⌧Performance requirements
⌧Number of components
⌧Process adjustments
⌧Material Handling
⌧Teams knowledge, experience, the product / process, government
regulations and service requirements are other factors
QGS/ISO-TS-APQP 25

Product Design and Development

Design Verification
Verifies that product design meets the customer requirements
Design Review
Regularly scheduled meeting led by design engineering activities
and must include other affected area
An effective method to prevent problems, misunderstandings and
provide mechanism to monitor progress
Design reviews are a series of verification activities that are more
than an engineering inspection

QGS/ISO-TS-APQP 26
Product Design and Development
Design Review (Contd.)
Shall evaluate
⌧Design / Functional requirement(s) considerations
⌧Formal reliability and confidence goals
⌧Component / subsystem / system duty cycles
⌧Computer simulation and bench test results
⌧DFMEA(s)
⌧Review of the Design for Manufacturability and Assembly effort
⌧Design of Experiments (DOE) and assembly build variation results (Refer
to Appendix B)
⌧Test failures
⌧Design Verification progress
⌧A major function of design review is the tracking of design verification
progress
QGS/ISO-TS-APQP 27

Product Design and Development

Prototype Build - Control Plan
Prototype control plan describe the dimensional measurements,
material and functional tests that will be carried out during
prototype build
The manufacturer of prototype parts provide an excellent
opportunity to compare the product with voice of customer
Prototype should be reviewed to
⌧Assure that product or service meets specifications report data
⌧Ensure that particular attention has been given to special product and
process characteristics
⌧Use data and experience to establish preliminary process parameters and
packaging requirements
⌧Communicate any concerns, deviations and/or cost impact to the customer

QGS/ISO-TS-APQP 28
Product Design and Development
Engineering Drawings
Customer design do not preclude the responsibility to review the
following in the engineering drawings
⌧Special characteristics (Governmental, Regulatory and Safety)that must
be shown on the control plan
⌧In case customer drawings do not exist, review which characteristic affect
fit function durability and/or governmental, regulatory and safety
requirements
⌧Drawing should be reviewed to determine
• adequacy of informations for dimensional layout of the individual part
• control / datum services / locators clearly identified
• dimensional evaluation to assure feasibility and compatibility with
manufacturing and measuring standards
• In case of math data, it has two way communication compatibility
QGS/ISO-TS-APQP 29

Product Design and Development

Engineering Specifications
Specification review helps to identify functional durability and
appearance requirements
Sample size frequency and acceptance criteria generally
identified in the specifications otherwise establish in the control
plan
Determine which characteristics affect or control the results that
fulfill functional durability and appearance requirements
Material Specifications
Material specifications should be reviewed for special
characteristics relating to physical properties, performance,
environmental, handling and storage requirements
These characteristics should be included in control plan
QGS/ISO-TS-APQP 30
Product Design and Development
Drawing and Specification Changes
Where changes required in drawings & specifications, team must
ensure that the changes are
⌧promptly communicated to all affected areas and properly
documented
New Equipment, Tooling and Facilities Requirements
DFMEA, product assurance plan, design reviews may identify new
equipments and facilities requirements
Should address the items in the timing chart
Ensure new equipment, tooling is capable and delivered on time
Facilities progress should be monitored to assure completion to
surpass planned production tryout

QGS/ISO-TS-APQP 31

Product Design and Development

Special Product and Process Characteristics
Preliminary special characteristics identified through voice of
customer
Team should build on this listing and reach consensus during the
review and development
Special characteristics must be documented in the control plan
Gauge / Testing Equipment Requirements
Gauge / Testing equipment requirements is also identified and
added in the timing chart
Monitor progress to assure the meeting of required timings
QGS/ISO-TS-APQP 32
Product Design and Development
Team Feasibility Commitment and Management Support
Team must assess feasibility of the proposed design
Customer design ownership does not preclude the obligation to
assess design feasibility
Team must be satisfied that the proposed design can be
manufactured, assembled, tested, packaged and delivered in
sufficient quantity at an acceptable cost to the customer on
schedule
Design feasibility should be documented along with all open
issues that require resolution and presented to the management
for their support
QGS/ISO-TS-APQP 33

Process Design and Development

Introduction
This section discusses the major features of developing a
manufacturing system and its related control plans to achieve
quality products
The manufacturing system must assure that customer
requirements, needs and expectations are met
Output established during product Design and Development
used as Input

QGS/ISO-TS-APQP 34
Process Design and Development
Packaging Standard
Incorporate customer packaging standard into packaging
specifications for the product. If not provided packaging design
should ensure product integrity at point of use
Product / Process Quality System Review
Team should review the quality system. Additional controls /
procedural changes should be updated. Also an opportunity to
improve the existing quality system based on customer input,
team expertise, previous experience

QGS/ISO-TS-APQP 35

Process Design and Development

Process Flow Chart
Process flow chart is a schematic representation of current /
proposed process flow
Used to analyze sources of variation of machines, materials,
methods and manpower from the beginning to end
Used to emphasize impact of sources of variation on the
processes
Help to analyze the total process rather than individual steps
Assist to focus on process when conducting PFMEA and
designing control plan
QGS/ISO-TS-APQP 36
Process Design and Development

Floor Plan Layout

The Floor Plan should be developed and reviewed to determine
the acceptability of inspection points, control chart location,
applicability of visual aids, interim repair stations, and storage
areas to contain defective material. All material flow should be
keyed to the process flow chart and control plan.
Characteristics Matrix
Recommended analytical technique for displaying the relationship
between process parameters and manufacturing stations

QGS/ISO-TS-APQP 37

Process Design and Development

Process Failure Mode and Effects Analysis (PFMEA)

Should be conducted during product planning and before
beginning production. A disciplined review and analysis of a new /
revised process and conducted to anticipate, resolve, or monitor
potential process problems. Is a living document and needs to be
reviewed and updated as new failure modes are discovered

QGS/ISO-TS-APQP 38
Process Design and Development
Pre-launch Control Plan
A description of the dimensional measurements, material and
functional tests that will occur after prototype and before full
production. Should include additional product / process controls to
be implemented until the production process is validated. The
purpose is to contain potential non-conformances during or prior
to initial production runs. Examples
⌧More frequent inspection
⌧More in-process and final check points
⌧Statistical evaluations
⌧Increased audits

QGS/ISO-TS-APQP 39

Process Design and Development

Process Instructions
Ensure that understandable process instructions, provide
sufficient detail for all operating personnel who have direct
responsibility for the operation of the processes. These should be
developed from the following sources:
⌧FMEAs
⌧Control plan(s)
⌧Engineering drawings, performance specifications, material
specifications, visual standards and industry standards
⌧Process flow chart
⌧Floor plan layout
⌧Characteristics matrix
⌧Packaging standards
QGS/ISO-TS-APQP 40
Process Design and Development
Process Instructions (Contd.)
⌧Process parameters
⌧Producer expertise and knowledge of the processes and products
⌧Handling requirements
⌧Operators of the Process
Should include set-up parameters such as: machine speeds,
feeds, cycle times, etc., and should be accessible to the operators
and supervisors.

QGS/ISO-TS-APQP 41

Process Design and Development

Measurement Systems Analysis Plan

Ensure that a plan to accomplish the required measurement
systems analysis is developed. This should include, at a
minimum; the responsibility to ensure gage linearity,
accuracy, repeatability, reproducibility. Correlation for
duplicate gages

QGS/ISO-TS-APQP 42
Process Design and Development

Preliminary Process Capability Study Plan

Ensure the development of a preliminary process capability
plan. The characteristics identified in the control plan will
serve as the basis for the preliminary process capability study
plan.

QGS/ISO-TS-APQP 43

Process Design and Development

Packaging Specifications
Ensure that individual product packaging (including interior
partitions) is designed and developed. Customer packaging
standards or generic packaging requirements should be used
when appropriate. In all cases the packaging design must
assure that the product performance and characteristics will
remain unchanged during packing, transit and unpacking.
The packaging should have compatibility with all material
handling equipment including robots

QGS/ISO-TS-APQP 44
Process Design and Development
Management Support
The Product Quality Planning Team is required to schedule
the formal review designed to reinforce management
commitment at the conclusion of the process design and
development phase. The purpose of this review is to inform
upper management of program status and gain their
commitment to assist in resolution of any open issues

QGS/ISO-TS-APQP 45

Product and Process Validation

Introduction
This section discusses the major features of validating the
manufacturing process through an evaluation of a production
trial run. During a production trail run, the Product Quality
Planning Team should validate that the control plan and
process flow chart are being followed and the products meet
customer requirements. Additional concerns should be
identified for investigation and resolution prior to regular
production runs.
Out of Process Design and Development phase should be
used as Inputs

QGS/ISO-TS-APQP 46
Product and Process Validation
Production Trial Run
The validation of the effectiveness of the manufacturing
process begins with the production trial run. The minimum
quantity for a production trial run is usually set by the customer
but can be exceeded by the Product Quality Planning Team.
Output of the production trial run (product) is used for:
⌧Preliminary process capability study
⌧Measurement system evaluation
⌧Final feasibility
⌧Process review
⌧Production validation testing
⌧Production part approval
⌧Packaging evaluation
⌧First time capability (FTC)
⌧Quality Planning sign-off
QGS/ISO-TS-APQP 47

Product and Process Validation

Production Trial Run (Contd.)
Conduct Trial Run by using:
⌧Production Tooling
⌧Equipment
⌧Environment
⌧Operators
⌧Facilities
⌧Cycle Time

QGS/ISO-TS-APQP 48
Product and Process Validation
Measurement Systems Evaluation
Evaluate the measurement devices and methods used to
check the characteristics specified in the Control Plan
Preliminary Process Capability Study
Perform preliminary process capability studies on the
characteristics specified in the control plan (Preliminary process
capability study plan). This assessment help to evaluate
process readiness for production

QGS/ISO-TS-APQP 49

Product and Process Validation

Production Part Approval
The intent of product part approval is to validate that products
made from production tools and processes, meets engineering
requirements.
Production Validation Testing
Production validation testing refers to engineering tests that
validate that products made from production tools and
processes meet engineering standards.

QGS/ISO-TS-APQP 50
Product and Process Validation
Packing Evaluation
Assess the protection of the product from normal transportation
damages and adverse environmental factors. Use test
shipments & methods where feasible
Production Control Plan
A written description of the systems for controlling parts and
processes.
A living document and should be updated to reflect the addition
/ deletion of controls based on experience gained by producing
parts (Approval of the procuring organization(s) may be
required).
Logical extension of the pre-launch control plan.
Mass production provides the producer the opportunity to
evaluate output, review the control plan and make appropriate
changes.
QGS/ISO-TS-APQP 51

Product and Process Validation

Quality Planning Sign-off and Management Support
Ensure that all control plans and process flow charts are being
followed. It is suggested that the Product Quality Planning
Team performs its review at the manufacturing location(s) and
coordinates a formal sign-off. A review of the following items
prior to first production shipment is required:
⌧Control Plans. Exist and be available at all times for all affected
operations
⌧Process Instructions. Verify that these documents contain all the
Special Characteristics specified in the control plan and that all
PFMEA recommendations have been addressed. Compare the
process instructions and process flow chart to the control plan
⌧Gage and Test Equipment. Where special gages, fixtures, or test
equipment are required per the control plan, verify gage repeatability
and reproducibility (GR&R) and proper usage
QGS/ISO-TS-APQP 52
Product and Process Validation
Quality Planning Sign-off and Management Support (Contd.)
Management support is necessary prior to the quality planning
sign-off. The team should be able to show that all planning
requirements are met or concerns documented and schedule a
management review. The purpose of this review is to inform
upper management of program status and gain their commitment
to assist in any open issues. The Product Quality Planning
Summary and Sign-Off required to support an effective quality
planning sign-off

QGS/ISO-TS-APQP 53

Feedback, Assessment and

Corrective Action
Introduction
Quality planning does not end with process validation and
installation
It is the component manufacturing stage where output can be
evaluated when all special and common causes of variation are
present
This is also the time to evaluate the effectiveness of the product
quality planning effort
It is the obligation of all suppliers to meet customer requirements
on all characteristics. Special Characteristics must meet the
indices specified by the customer
Inputs & outputs of all previous phases used as inputs
QGS/ISO-TS-APQP 54
Feedback, Assessment and
Corrective Action
Reduced Variation
Use Production Control Plan as the basis to evaluate product
or service. Use both variable and attribute data for evaluation
Supplier must ensure that
⌧All characteristics meeting the requirements
⌧Special characteristics meet the indices specified by the customer
Use control chart and other statistical technique to identify
process variation
Use analysis and corrective actions to reduce variation
Reduce continually variation because of special causes and
common causes
Develop proposal for improvement in cost, timing and other
area for customer review
QGS/ISO-TS-APQP 55

Feedback, Assessment and

Corrective Action
Reduced Variation (Contd.)
Reduction / Elimination of common cause results into lower
cost
Prepare proposal based on value analysis, reduction of
variation
Decisions to implement, negotiate or progress to the next
product design level is customer prerogative

QGS/ISO-TS-APQP 56
Feedback, Assessment and
Corrective Action
Customer Satisfaction
Detailed planning activities and demonstrated process capability
of a product or service do not always guarantee customer
satisfaction. The product or service must perform in the customer
environment. The product usage stage requires supplier
participation. It is in this stage where the most can be learned by
both the supplier and customer. The effectiveness of the Product
Quality Planning efforts can be evaluated in this stage. The
supplier and customer must be partners in making the changes
necessary to correct deficiencies to achieve customer satisfaction

QGS/ISO-TS-APQP 57

Feedback, Assessment and

Corrective Action
Delivery and Service
The delivery and service stage of quality planning continues the
supplier / customer partnership in solving problems and continual
improvement. The customer’s replacement parts and service
operations always merit the same consideration in quality, cost
and delivery. Failure to correct a problem the first time always
damages the supplier’s reputation and customer partnership. It is
important that both supplier and customer listen to the Voice of
the Customer
The experience gained in this stage provides the customer and
supplier with the necessary knowledge to recommend price
reductions achieved by reducing process, inventory and quality
costs and to provide the right component or system for the next
product

QGS/ISO-TS-APQP 58