Using the fmea method as a response to a customer complaint: a case study

Szymon T. Dziuba, Manuela Ingaldi, Agata Kozina, Marcin Hernes


One of the most popular quality management methods is FMEA (Failure mode and effects analysis), which is used to analyze the risk of defects in the product or process in order to eliminate them even before they occur. Its effective implementation reduces the costs of elimination of defects, which increase exponentially in subsequent processes of product implementation. FMEA is most often used where highly complex products are manufactured or where production is a multi-stage process and many departments are involved. The aim of the article was to use the PFMEA to assess the quality of window guides and to improve their quality. This analysis was carried out based on complaints of the main business partner and helped to indicate the main cause for the complaint, identify the corrective actions and check the effectiveness of the proposed corrective actions. The analysis helped avoid similar problems in related products produced on the same production line.


production engineering; mechanical engineering technology; quality management; FMEA; PFMEA

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