How could PepsiCo implement its Near Miss reporting programme at factories across Europe, to prevent serious product issues that can risk consumers’ health, damage their trust and cause financial losses?
Our approach
To identify pain points and opportunities, we uncovered how the Near Miss pilot (set up for employees to report potentially dangerous situations) was being used. We held workshops with the QA team who developed it and conducted qualitative and ethnographic research with senior leaders at four manufacturing plants in England, Spain and Turkey. We synthesised insights into personas, a service blueprint and a research playback, providing cultural analysis, best practices and areas for improvement.
The outcome
The Near Miss programme was effectively implemented and has prevented 16 product issues or recalls across Europe in 2024 – helping PepsiCo strengthen its food safety processes and protect its reputation.
