Novy cut customer complaints by 60% with Azumuta

Novy ships premium cooker hoods, induction hobs, and worktop extractors across Europe. As production grew, paper-based work instructions started to break.

Different operators interpreted the same checklist differently. Updates from the quality department took days to reach the right workstation. Sometimes the old version stayed pinned next to the new one. Customer complaints rose. When they came in, Novy often had no traceable record of what had actually been packed in the box.

The quality team needed three things at once: instructions that update instantly across every station, real-time checks during assembly instead of after it, and a digital trail for every product order.

In May 2021, Novy started with 10 tablets, 20 operators, and 3 admins on a single product line: the Panorama cooktop, the model generating the most complaints. Within weeks, complaints on that line vanished.

Then the tablets were stolen.

We had to go back to paper for a few weeks. The operators hated it. They refused to keep working that way. That's when we knew this wasn't going to be reversed.

Joris Cuvelier Quality Assurance Coordinator

Novy replaced the tablets and expanded the rollout.

Quality is checked while the product is being built, not after

Operators used to fill paper checklists after assembly. Errors got caught late, if at all.

With Azumuta, the operator scans the product's serial number. The tablet pulls up the correct instructions for that exact order. Quality checks happen at each step. Scan the wrong motor, and the system flags it before the next step is allowed.

Defects are caught at the source, not in the customer's kitchen.

Every product order is fully traceable

Each scan, photo, and check is stored against the product order. When a customer reports a missing accessory, Novy pulls up the packing photo and sees in seconds whether the complaint is valid.

Traceability also clears the bar for UL certification, which opens the door to the US market.

Operators flag issues, supervisors close the loop

When an operator spots a problem on the line, they raise a ticket directly from the work instruction. The context (order, instruction, step, photo) is attached automatically.

The quality manager and assembly team leader review tickets weekly in 8D, PDCA, or Kanban boards. Improvement stops being a quarterly project. It becomes part of the workflow.

Pilot setup took roughly 10 hours of support from Azumuta. Joris and his team led the rollout themselves, without an IT background. The user interface, the comprehensive guides, and the fact that quality engineers (not IT) could own the project all contributed to the speed.

The next step for Novy is deeper ERP integration, so product order data syncs end to end between systems.

We have quality checks during assembly, so we get real-time quality control. And every product order is stored digitally, so we can address customer complaints quickly. That two-layer system is what keeps our standards where they need to be.

Joris Cuvelier Quality Assurance Coordinator