Turning a 3-day complaint trail into a 3-minute lookup

A metal fabrication workshop in Johor supplies structural and custom components to construction and industrial clients. Quality control inspections and customer complaint handling were both run on paper, filed by hand into physical folders organised loosely by month.

• •QC inspectors filled out paper inspection forms for every job, including hand-drawn defect sketches and handwritten notes, which were then filed in binders.
• •When a customer complaint came in, tracing which inspection record, job order and operator were involved could take up to 3 working days of searching through physical files.
• •There was no structured way to see whether a defect was a one-off or part of a recurring pattern across jobs, so root-cause analysis was inconsistent.
• •Corrective and Preventive Action (CAPA) follow-ups were tracked in a notebook, so it was common for open complaints to be forgotten or closed out without a documented resolution.

1. 1.Digitalized the QC inspection form into a mobile Google Form that inspectors complete on-site, including photo attachments of defects captured directly from a phone or tablet.
2. 2.Every submission is automatically logged with a unique job reference, inspector name, timestamp and defect category, replacing the paper filing system entirely.
3. 3.Built a CAPA tracking dashboard in Looker Studio that shows every complaint's status (Open, In Progress, Closed), root cause, assigned owner and resolution date, searchable instantly by job number or customer name.
4. 4.Added an automatic email notification to the QC manager whenever a complaint status changes, so follow-ups are no longer dependent on someone remembering to check a notebook.