Case study 01 / Quality intelligence
Turning complaint data into a clear quality story
A year-over-year FLAVIA quality review that made progress, emerging risks, and priorities easy to understand.
Situation
The numbers existed, but the quality story was hard to see.
Complaint information was available across operational reports, but stakeholders still had to interpret separate numbers to understand whether FLAVIA quality was improving and which categories needed attention.
Task
Create a fair comparison that answered management’s real questions.
Compare 2024 and 2025 performance consistently, make high-complaint areas immediately visible, and give non-technical stakeholders a concise narrative for decision-making.
- Show whether overall quality was improving
- Separate positive trends from emerging risks
- Make the takeaway useful in cross-functional discussions
Action
I structured the comparison before designing the report.
I aligned complaint categories across both years, separated high-level performance from category-level detail, and paired direct labels with short written takeaways.
- Aligned the dataStandardized categories across both years.
- Organized the signalSeparated improvements from emerging concerns.
- Designed for clarityUsed consistent scales and plain-language labels.
- Connected insight to actionHighlighted brewing complaints for investigation.
Selected report view
The work, in practice.
Result
80%+
reduction in FLAVIA customer complaints since May 2025.
The redesigned reporting supported trend analysis, corrective action, and cross-functional accountability while giving leaders a clearer way to communicate progress and priorities.