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The only AI-powered Middle Office Platform that unifies PLM, QMS, EHS, and SRM into a single, intelligent solution
Product Lifecycle Management
Enable cross-functional collaboration and accelerate your product lifecycle with a cloud-based platform for innovation
Design Process and Quality System Development Tools in Product Lifecycle
Design Quality
Get full visibility over your product design processes and make collaboration easy to get your products to market faster, compliantly
Design Quality: Connecting Design to Documentation
Complaints Management
Transform customer complaints to valuable sources of insights for continuous improvement through smart automations and integrated regulatory reporting
Challenges with Triage and Investigation in Complaints Management Process
Document and Learning Management
Say goodbye to paper! Modernize your processes with connected document, training, and change management
Manufacturing Challenges and Industry Trends Towards Digital Transformation
Quality Management
Transform quality into an enabler: boost efficiency, increase satisfaction, and trim costs with a fully connected, AI-powered quality management solution
Frost Radar for Quality Management Systems Names ComplianceQuest Leader
Risk Management
Enable risk-based thinking throughout your quality processes with a fully integrated risk management solution
Automation of the Risk Management Lifecycle with AI and Analytics
Supplier Management
Increase supplier performance, reduce costs, and streamline your supply chain with integrated supplier quality and collaboration tools
The Ultimate Guide to Next-Generation Supplier Management [e-Book]
Safety Management
Identify and minimize safety events. Prevent accidents, safeguard workers, and ensure their well-being and health
Safety Essentials: Key ‘Must-have’ Components for Safety Management at Any Enterprise
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Proactively and accurately monitor and measure your company’s impact on the environment to improve performance and reach your environmental and sustainability targets
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Electronic and Automated Approach to Audit Management
Managing the Tools of the Trade
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ComplianceQuest covers the whole spectrum of customers, industries and regions across the world. Whether it is a small, medium or enterprise sized manufacturer, companies choose ComplianceQuest for its end-to-end Product Lifecycle, Quality, Safety and Supplier Management Solutions.
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American Society on Quality World Conference on Quality and Improvement
04 May, 2025
Denver, CO
About
About ComplianceQuest
Transform to a fully connected business with a next-generation AI-powered Product Lifecycle, Quality, Safety, and Supplier management platform, built on Salesforce.
Our connected suite of solutions helps businesses of all sizes increase product, quality, safety, and supplier as they bring their products from concept to customer success.
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Any organization trying to build a culture of quality will have to keep one leg each of two approaches; One, a reactive approach to quickly handle quality performance issues and ensure these are prevented in the future; Two; a proactive approach to improve quality performance on an ongoing basis with a deep focus on continuous improvement. The trick is not about choosing one way or the other but embracing both.
From a compliance perspective, all regulatory bodies recommend a proactive approach. However, there has always been a debate over the best method to achieve quality.
In this blog, we will compare the two approaches across scenarios and industries, and propose why both are absolutely necessary.
By definition, a reactive approach to quality focuses on managing any issue that has surfaced. The school of thought to reactive approach is along the lines of containment than refinement. For instance, it could be looking at a product’s quality after a customer records a complaint. Once a complaint has been identified, the key is to move with speed and agility. Resolve quickly but also prevent a recurrence.
A proactive approach is about having all of the defences up and ready to face any situation. Here, the company has prioritized quality and minimized the room for customer complaints. With a proactive approach, the company has a plan in case of contingency, teams that are constantly on the lookout for discrepancies, and, most importantly, quality has become the responsibility of the organization and not just an individual. It is really about building a culture of quality as we detail in this whitepaper.
ISO 9001:2015 mandates risk-based thinking when it comes to quality management. The ideology takes a ‘plan-do-check-act’ cycle that helps understand quality throughout the entirety of the quality management process. ISO 13485:2016 insists on organizations taking a proactive approach to risk management to monitor and mitigate risks of quality. By focusing on the way the QMS approaches quality, ISO 13485 seeks to embed quality into the fabric of medical device companies. Similarly, automotive parts manufacturers adhering to IATF 16949 are encouraged to take a consistent quality approach that places customer satisfaction at the center of its service offerings.
Complaint Handling: A typical process for customer complaints involves the customer service team resolving issues as they get recorded. When a company takes a reactive approach to complaint management, it can result in poor complaint handling procedures as it is about “putting out fires rather than understanding what started it in the first place”. On the other hand, a proactive approach allows companies to focus on everything from complaints in-take to evaluating risks, understanding regulatory impact and submissions, and organizing quality investigation with root cause analysis, resolution, and continuous improvement. This approach allows organizations to listen to the Voice of the Customer (VoC) as a means to improve the business’s quality, customer experience, and overall revenue.
Training Management: Regulatory compliance is ever-changing. When an organization focuses on delivering quality, the employees too must have the right training to understand what factors impact quality performance. Training has to be considered part of the process rather than a regulatory requirement in this situation. When proactive training happens within an organization, it shows both the authorities and the employees that quality is paramount to the organization. It also equips the employees to develop an attitude of quality, enabling them to participate in the quality process by contributing suggestions and identifying conformances in a timely manner.
Dealing with Nonconformances: Product recalls, increased Cost of Quality, and product rework are some direct effects of nonconformance. Nonconformance issues can result in loss of time and additional costs to the company. However, an organization can use techniques such as predictive analytics to capture nonconformance trends proactively and identify possible errors and patterns of issues effectively. The key is to stop issues before it leaves the proverbial four walls of the organization. Do whatever it takes to capture data and analyze it so that it doesn’t reach an end-user or customer.
Here, we highlight why a proactive approach is critical to improving quality performance across various industries. A reactive approach cannot be ignored because each and every quality lapse cannot be predicted. But, most can be and that’s where a proactive approach to risk management comes in.
ComplianceQuest offers a highly flexible, 100% cloud-based Enterprise Quality Management Software (EQMS) built using the Salesforce platform. CQ’s Quality Management System allows companies to move from reacting to quality events to predictive and proactive quality management.
The software can be used to streamline quality, compliance, content, and collaboration management workflows across the company and global supply chain networks. ComplianceQuest EQMS aligns with industry compliance standards, including IATF 16949, ISO 9001:2015, ISO 13485, and more. Most importantly, thanks to being built on a truly next-generation platform, the whole QMS process can become data and analytics-driven. With integrated risk management, it becomes easy for quality leaders to handle both “current issues” while at the same time using data to adopt a preventive mindset.
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