Quality problems management is a crucial point for companies with high production volumes and marked demands. Quality issues are critical factor to manage, since they imply money and time losses, leading to a decline in customer’s perception of the brand. In this context, rapid and effective methodologies and tools are necessary, to streamline the trouble-shooting procedure, thus reducing wastes. The reactive approach phase to a problem is therefore managed in a logical and structured manner and is always followed by an extension of the knowledge that gives the possibility to act proactively. The aim of this work is to presenta real case of response of the totality of quality team to an input given by a customer claim, from the presentation of the defect perceived by the customer, to the implementation of the permanent corrective actions through a detailed statistical and technical analysis performed both virtually and physically in the production line of the product.