How to update DFMEA/PFMEA for customer claim?

Customer claims, customer complaints, and warranty failures are not just problem-solving activities, they are critical inputs to FMEA updates. One of the most common audit questions from internal auditors, external auditors, or customer auditors is:

“Show us your risk analysis. Are customer-claim-related failures identified and updated in your FMEA?”

If DFMEA or PFMEA is not updated after a real customer failure, it clearly indicates that lessons learned are not considered in the risk management system.

This article explains when, why, and how to update DFMEA and PFMEA after customer claims, with a real-world automotive component example, aligned with AIAG–VDA FMEA expectations.

Why FMEA Is Called a Living Document #

Design FMEA (DFMEA) and Process FMEA (PFMEA) are living documents. They are not created once and forgotten.

FMEA must be continuously reviewed and updated when:

• New risks are identified
• Design or process changes occur
• Field failures or customer complaints arise

Among all these triggers, customer claims are the most important, because they are the real failures experienced by the customer.

Why Customer Claims Must Be Reflected in FMEA #

A customer claim means:

• A failure escaped existing prevention and detection controls
• Risk was underestimated or not identified
• The organization has found a lesson learned

Updating FMEA after a customer claim ensures:

• Past failures are not repeated
• Risk analysis reflects real field data
• Future projects benefit from historical knowledge

Update DFMEA for Customer Claims #

When Do We Update DFMEA for a Customer Claim? #

You should update Design FMEA only when the root cause is design-related.

Typical scenarios include:

• Incorrect or weak design concept
• Design not robust to usage conditions
• Inadequate tolerance, material, or interface design
• Design change required to eliminate the failure

If the customer claim results in a design modification or design improvement, the DFMEA must be updated.

🔑 If the root cause is purely manufacturing-related, DFMEA is not updated, PFMEA is.

How to Update DFMEA for Customer Claims (Step-by-Step) #

As an FMEA Facilitator or Moderator, you will usually receive:

• Customer claim details
• 8D or problem-solving report
• Root cause analysis
• Corrective and preventive actions

Use this information to update DFMEA as follows:

1. Identify the affected system, subsystem, or component
2. Locate the design function that failed
   • If missing, add a new design function
3. Add the failure mode that actually occurred
4. Define the failure effect from the customer’s perspective
5. Add the design-related root cause as the failure cause
6. Update or add prevention controls (design changes, simulations, calculations)
7. Update detection controls (design validation, testing, analysis)
8. Re-evaluate Severity, Occurrence, and Detection ratings
9. Update Action Priority (AP) as per AIAG–VDA
10. Record the customer claim number, date, and brief description in DFMEA remarks

Real-World Automotive Example – DFMEA Update #

Component: Electric Power Steering (EPS) Motor Housing
Customer Claim: Steering noise after 6 months of vehicle usage

• Failure Effect: Abnormal noise felt by driver
• Failure Mode: Motor housing deformation
• Root Cause: Wall thickness insufficient for thermal expansion
• Design Action: Increase housing thickness and change material grade
• DFMEA Update:
  • New failure mode added
  • Occurrence reduced after design change
  • Detection improved through enhanced validation testing

This DFMEA update ensures that future EPS designs already consider this risk.

Update PFMEA for Customer Claims #

When Do We Update PFMEA for a Customer Claim? #

You should update Process FMEA when the root cause lies in manufacturing or process execution.

Typical triggers include:

• Process variation or instability
• Incorrect machine settings
• Tool wear or fixture issues
• Inadequate inspection or detection method
• Operator error not addressed by controls

If the corrective action involves process improvement, PFMEA must be updated.

How to Update PFMEA for Customer Claims (Step-by-Step) #

Using the problem-solving output (8D), follow these steps:

1. Identify the operation, process step, or machine
2. Define the process function
   • Add a new function if required
3. Add the actual process failure mode
4. Define the failure effect experienced by the customer
5. Add the process-related root cause
6. Update prevention controls (process parameters, poka-yoke, standard work)
7. Update detection controls (inspection method, frequency, automation)
8. Re-evaluate Severity, Occurrence, and Detection ratings
9. Update Action Priority (AP)
10. Record customer claim reference details in PFMEA notes

Real-World Automotive Example – PFMEA Update #

Process: Door welding operation
Customer Claim: Door misalignment reported from vehicle assembly plant

• Failure Effect: Door fitment issue at OEM line
• Failure Mode: Weld distortion
• Root Cause: Electrode wear not detected in time
• Process Action:
  • Introduced electrode life monitoring
  • Added layered process audit check
• PFMEA Update:
  • Detection rating improved
  • Occurrence reduced due to preventive maintenance

This ensures that the same process risk does not escape again.

Why FMEA Must Be Updated After Every Customer Claim #

FMEA is a risk assessment and prevention tool, not just documentation.

When a customer claim occurs:

• A real risk has already materialized
• Existing controls failed to prevent or detect it

Updating FMEA ensures:

• Lessons learned are formally captured
• Future designs and processes start at a higher maturity level
• Generic or foundation FMEAs become stronger

Key Benefits of Updating FMEA After Customer Claims #

• Improved customer satisfaction
• Reduced repeat failures
• Stronger audit readiness
• First-time-right product launches
• Lower cost of poor quality
• Standardized design and process knowledge

Conclusion #

Customer claims are one of the strongest inputs for FMEA improvement.

Whether the root cause is design-related or process-related:

• Update DFMEA when design is impacted
• Update PFMEA when the process is responsible

There may be slight variations based on product complexity and organizational practices, but the core principle remains the same:

Every customer failure must strengthen your FMEA.

By consistently updating FMEA after customer claims, you transform failures into organizational knowledge and prevent future escapes.