Case study 01 / Quality process design
A clear path from problem to impact
Building a systematic root-cause investigation process
Four Quality processes and procedures that standardized root-cause investigation across office coffee and retail products.
RoleProcess owner & Quality Specialist
AudienceCustomer Service, Quality, Production, Logistics & Operations
FocusProcess design · Root-cause investigation
ToolsProcess mapping · Quality records · Microsoft Lists
01
Situation
Root-cause investigations covered multiple products, teams, and complaint scenarios.
Office coffee and retail complaints required different technical checks, evidence, and escalation paths. The Quality team needed a systematic approach that could guide each investigation without losing the product-specific details that determine root cause.
Continue to Task ↓02
Task
Create repeatable processes that made investigations faster and more consistent.
I was responsible for defining a standard investigation pattern, translating it into practical procedures, and adapting the process for product families such as FLAVIA and K-Cup.
03
Action
I converted recurring investigation work into four usable processes and procedures.
I reviewed complaint scenarios, mapped decision points, and documented the evidence and cross-functional handoffs needed to move from intake to a validated root cause.
Validated the evidence
Defined the photos, samples, lot information, and product details needed before an investigation begins.
Grouped the issue
Separated complaint types so the investigation follows the correct manufacturing, logistics, or product-quality path.
Built the standard pattern
Created a repeatable sequence for scope review, trend analysis, owner assignment, escalation, and closure.
Created product-specific flows
Adapted the standard approach for FLAVIA, K-Cup, and other office coffee and retail scenarios.
Aligned the teams
Clarified responsibilities and trained stakeholders on the Quality standards and expectations behind the process.
Selected process views
The work, in practice.
Validate
Confirm evidence, samples, photos, and product details.
Group
Classify the complaint and select the correct path.
Scope
Check product, site, and manufacturing details.
Review
Analyze trend, timing, and recurring patterns.
Escalate
Assign the right owner for deeper investigation.
Close
Document the finding, next step, and training need.
04
Result
Measured achievement
50%
improvement in root-cause investigation efficiency.
I successfully implemented four Quality processes and procedures across office coffee and retail products. The new structure reduced time spent deciding how to investigate, made handoffs clearer, and gave teams a consistent way to document findings and next steps.
Capabilities demonstrated