How can you involve customers in the APQP process?

1 Plan and define

In this phase, you need to understand the customer's needs, expectations, and specifications for the product or process. You can involve customers by conducting surveys, interviews, focus groups, or workshops to gather their input and feedback. You can also use tools such as quality function deployment (QFD) or voice of the customer (VOC) to translate their requirements into measurable objectives and specifications.

2 Product design and development

In this phase, you need to design and test the product or process according to the customer's requirements and specifications. You can involve customers by inviting them to review and approve the design, participate in testing and evaluation, or provide suggestions and comments. You can also use tools such as failure mode and effects analysis (FMEA) or design for Six Sigma (DFSS) to identify and prevent potential failures or defects that may affect the customer's satisfaction.

3 Process design and development

In this phase, you need to design and test the process that will produce the product or process according to the customer's requirements and specifications. You can involve customers by asking them to observe and validate the process, provide feedback on the process performance, or suggest improvements and changes. You can also use tools such as process flow diagrams, control plans, or statistical process control (SPC) to monitor and control the process variation and quality.

4 Product and process validation

In this phase, you need to verify and confirm that the product or process meets the customer's requirements and specifications. You can involve customers by conducting pilot runs, trials, or audits with their participation, collecting and analyzing their data and feedback, or resolving any issues or concerns. You can also use tools such as measurement system analysis (MSA), capability analysis, or acceptance sampling to ensure the accuracy, precision, and reliability of the product or process measurements.

5 Feedback, assessment, and corrective action

In this phase, you need to monitor and evaluate the product or process performance and quality after delivery or implementation. You can involve customers by soliciting and responding to their complaints, suggestions, or compliments, conducting surveys, interviews, or follow-ups to measure their satisfaction and loyalty, or implementing corrective and preventive actions to address any problems or opportunities. You can also use tools such as quality audits, quality indicators, or quality improvement teams to review and improve the product or process quality and customer satisfaction.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?