A leading industrial paint manufacturer was having increased customer complaints leading to product returns. The management was trying to address this issue since couple of years and needed assistance to approach this issue to bring it under control. We did a complete data analysis of past production and customer usage data and identified the trends and plausible areas to investigate more basis data. We also worked with various internal teams (i.e. quality, technical services, purchasing, RM and FG teams, manufacturing and client managers) to identify probabilistic root causes. We created a plan to conduct some validation exercises and Design of Experiments (DOE’s) to identify vital few to concentrate on for the teams to focus on. This was a scoping exercise and the teams had clear guidance on next steps to improve their capability to address this issue.