Join ConQuest 2025 | ComplianceQuest User Conference | April 8–10, Clearwater Beach, FL
Discover your potential savings with our ROI Calculator
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
Environment and Sustainability
Proactively and accurately monitor and measure your company’s impact on the environment to improve performance and reach your environmental and sustainability targets
Environmental & Sustainability Management
Electronic and Automated Approach to Audit Management
Managing the Tools of the Trade
Manage Operational Risk Tracking, Evaluation, Mitigation and monitoring
Leveraging CAPA for Continuous Improvement
Ensure your laboratory is compliant with systematic and efficient laboratory investigations
Incident Reporting and Management
Organization, Collaboration and Governance for Efficient Changes
Conduct smart management review meetings with a tower of data to improve your quality and safety systems
Gain 360 degree vision into enterprise wide Safety risks
Enhance Safety and Compliance with Smarter Chemical Management
Ensuring Quality across Departments & Locations
Partner With Suppliers And Vendors To Improve Quality And Safety
Create Loyalty by Addressing Customer Complaints Smartly
Bring Consistency to Permit Practices
Make it easy for your people to manage, track and analyze environmental and sustainability metrics
Bring higher quality products to market quicker with design controls, projects & DHF
Streamline Permit Management and Ensure Compliance
When Learning Propels Organizational Growth
Improve efficiency, productivity, and compliance with a solution designed for today's diverse workforce learning styles
Strategically manage the complete lifecycle of your product
Efficient Waste Management for Compliance & Sustainability
Relevant Information within reach - Always.
Assuring Quality Products and Services
Self-guided Product Tours
Product Demo Videos
Pricing
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.
Salesforce
Leveraging AI to Create a Safer Workplace Environment
Why an EHS Solution Built on Salesforce Works Better Than One Built on AWS or Azure
CQ Platform
Humans: The Real Superheroes of Artificial Intelligence (AI) in Quality Management
Recent Blogs
Recent Infographics
Recent Case Studies
Featured Case Study
ComplianceQuest Medical Devices QMS Success Stories eBook
Recent Checklists
Featured Checklist
Complaint Handling Process for MedTech and Life Science Companies
Course Offerings
Recent CQ Guides
Featured CQ Guide
Datasheets
Brochures
Demo Center
Podcasts
Podcast
Aphria (now Tilray) CIO talks about their implementation of ComplianceQuest, Rootstock and Salesforce
Videos
Recent Webinars
Webinar
Unlocking the Value of Complaints
Recent Whitepapers
Whitepaper
Why You Need to Digitally Transform Your QMS
Recent Compliance
Compliance
The Ultimate Guide to ISO/IEC 17025:2017 Compliance
Infographic
Safety Technology Trends to Watch in 2023 (Infographic)
Recent Toolkits
Featured Toolkit
Data-driven Safety – Strategic Resources for Monitoring of Key Performance Indicators
Events and Webinars
Events
Upcoming Webinars
Featured Event
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.
Meet the Leadership Team
Careers
Where Your Career Takes Flight: Join our dynamic team and be part of an innovative, collaborative and rewarding workplace culture.
Corporate Citizenship
Impact Through Action: How the ComplianceQuest team supports social causes and community engagement
Customers & Testimonials
Newsroom
The Pulse of ComplienceQuest: Our newsroom shares stories of innovation, progress, and change
Partners
Stronger Together: How our partnerships drive success and innovation
Upcoming Events
Proactively address incidents with a strategic, data-driven approach
Empower your organization to enhance safety, ensure compliance, and build long-term resilience through effective incident management
Incident Management is a set of defined processes and procedures used to identify, analyze, and correct hazards to prevent future reoccurrence. It involves the timely detection and resolution of incidents to restore normal service operations as swiftly as possible. While often associated with IT service management and frameworks like ITIL (Information Technology Infrastructure Library), incident management principles are applicable across various industries, including manufacturing, healthcare, and finance.
The core objectives of incident management are:
Incident management plays a pivotal role in ensuring organizational efficiency and resilience. Here are key reasons why it is essential:
Prompt incident resolution leads to minimal service disruptions, maintaining customer satisfaction and loyalty. By addressing issues swiftly, organizations demonstrate reliability and commitment to customer needs.
Effective incident management reduces operational downtime, ensuring business processes continue smoothly. This minimizes financial losses associated with halted operations and maintains productivity levels.
By analyzing incidents and their root causes, organizations can implement measures to prevent recurrence. This proactive approach enhances system stability and reduces the frequency of disruptions.
A structured incident management process provides employees with clear protocols, reducing stress and confusion during incidents. It fosters a supportive work environment where employees feel equipped to handle challenges.
Incidents serve as valuable learning experiences. Post-incident reviews and knowledge sharing enhance organizational learning, leading to continuous improvement and innovation.
With rising cyber threats, incident management is critical for identifying and responding to security breaches promptly. It helps protect sensitive data and maintain trust with customers and stakeholders.
A transparent incident management process keeps stakeholders informed, building trust and credibility. It demonstrates accountability and adherence to regulatory requirements.
Managing workplace safety incidents is not just about responding to accidents—it’s about building a resilient framework that supports quick recovery, minimizes…
A few weeks back, McKinsey published an article on the State of AI in 2022, culling out insights from a…
Ergonomic injuries are one of the most common occupational injuries faced in the workplace, and they’re also one of the…
Incident management processes involve a series of actions and procedures designed to manage and resolve incidents, including assigning responsibilities, identifying and communicating the issues to the relevant stakeholders, and implementing tools to facilitate this process.
A process-based approach for incident management ensures a timely and standardized response. By recording and logging incident processes, organizations can enhance their current business operations and avoid future incidents.
The incident management process consists of five common steps to ensure that an incident is ignored and helps teams to address incidents effectively.
Identification and Logging
Categorization and Prioritization
Investigation and Diagnosis
Resolution and Recovery
Closure and Post-Incident Review
Effective incident management relies on a suite of tools designed to facilitate each stage of the process:
Incident Management Platforms: Solutions like ComplianceQuest, ServiceNow, Jira Service Management, and BMC Helix ITSM centralize incident tracking and workflow automation. ComplianceQuest, in particular, offers a cloud-based platform built on Salesforce, integrating compliance and quality management with incident response.
Monitoring and Alerting Tools: Solutions such as Nagios, Zabbix, and Datadog provide real-time system monitoring and alert notifications for rapid incident identification.
Communication and Collaboration Tools: Applications like Slack, Microsoft Teams, and PagerDuty enable seamless communication among team members during incident response.
Knowledge Bases and Documentation: Platforms like Confluence and SharePoint store troubleshooting guides and past incident resolutions for reference.
Analytics and Reporting Tools: Business intelligence tools offer insights into incident trends, helping organizations identify problem areas and improve processes.
Adopting best practices ensures that incident management processes are optimized:
ComplianceQuest offers a cloud-based Incident Management solution built on the Salesforce platform, providing a unified approach to managing incidents across the enterprise. The benefits include:
Regulatory Compliance: ComplianceQuest is designed to meet global regulatory standards, including ISO 9001, ISO 13485, FDA 21 CFR Part 11, and OSHA requirements.
End-to-End Visibility: The platform offers real-time dashboards and reports, enabling organizations to track incidents from inception to closure.
Scalable and Flexible: As a cloud-based solution, ComplianceQuest scales with organizational growth and can be customized to meet specific industry needs.
Enhanced Collaboration: Seamless integration with other Salesforce applications allows for cross-functional collaboration, improving response times.
Automated Workflows: Automation of routine tasks reduces manual errors and accelerates incident resolution.
Advanced Analytics: Built-in analytics tools provide insights into incident patterns, helping organizations to implement preventative measures.
User-Friendly Interface: An intuitive interface reduces the learning curve, ensuring rapid adoption across teams.
By leveraging ComplianceQuest, organizations can streamline their incident management processes, ensuring a proactive approach to risk management and regulatory compliance.
Customer Success
Some challenges in incident management include:
The checklist for incident management is as follows:
Channels:
User management:
User profiles can be handled automatically or manually as follows:
Form customization:
Auto-assignment:
Prioritizing Incidents:
CMDB (Configuration management databases):
Knowledge base:
Notifications:
ComplianceQuest helped us make our employees safer. By consolidating and simplifying HSE processes, our people are empowered to follow processes and procedures to ensure safety and compliance. This also frees up time for everyone to focus on higher leverage tasks.
Competency Advisor,Clearstream
Scenario: A pharmaceutical company experiences a critical equipment failure in its production line, halting the manufacturing of a high-demand medication.
Incident Management Steps:
Outcome: The company minimizes downtime, resumes production promptly, avoids regulatory non-compliance, and implements measures to prevent similar incidents.
Manufacturing: Efficaciously managing incidents is vital in the manufacturing industry due to the high risk of accidents and machinery malfunctions. Implementing robust incident management ensures quick response to incidents, minimizing downtime and production loss. This system helps identify root causes, which prevents recurrence and enhances workplace safety. Additionally, it leads to compliance with safety regulations, protecting the company from legal liabilities.
Construction: In the construction industry, handling incidents is essential for maintaining safety on job sites where accidents are common. It enables the prompt reporting and investigation of incidents, which helps in developing preventive measures. Incident management aids in tracking and analyzing data to identify hazardous trends and improve safety protocols. Moreover, having a structured process enhances the overall safety culture and boosts worker confidence and productivity.
Medical Devices: For the medical devices industry, addressing incidents is critical to ensuring patient safety and product reliability. A well-implemented incident management allows for rapid identification and rectification of device malfunctions, preventing patient harm. It also supports regulatory compliance by maintaining thorough documentation and reporting incidents to authorities. Furthermore, this system improves product quality and customer trust by addressing issues proactively and transparently.
Healthcare: In the healthcare industry, effective incident handling is crucial for maintaining patient safety and quality of care. It enables quick identification and response to medical errors and adverse events, reducing the risk of harm to patients. Incident management supports continuous improvement by analyzing incidents and implementing corrective actions. Additionally, it helps healthcare facilities comply with accreditation standards and regulatory requirements, ensuring a high level of care.
Transportation and Logistics: For the transportation and logistics industry, addressing incidents is key to ensuring safety and efficiency. It helps in promptly dealing with accidents, equipment failures, and logistical disruptions, minimizing delays and operational impact. Incident management allows for thorough investigation and analysis, leading to improved safety practices and reduced risk. Additionally, it supports regulatory compliance and enhances the overall reliability of transportation services.
Energy and Utilities: In the energy and utilities sector, managing incidents is critical for maintaining safety and service continuity. It enables rapid response to issues such as equipment failures, spills, and outages, minimizing environmental and operational impact. Incident management facilitates the identification of root causes and the implementation of corrective actions, enhancing overall system reliability. Furthermore, it ensures compliance with environmental and safety regulations, protecting the organization from legal and financial risks.
Manufacturing:Incident management is vital in the manufacturing industry due to the high risk of accidents and machinery malfunctions. Implementing a robust incident management ensures quick response to incidents, minimizing downtime and production loss. This system helps in identifying root causes, which prevents recurrence and enhances workplace safety. Additionally, effective incident management leads to compliance with safety regulations, protecting the company from legal liabilities.
Construction: In the construction industry, incident management is essential for maintaining safety on job sites where accidents are common. It enables the prompt reporting and investigation of incidents, which helps in developing preventive measures. Incident management systems aid in tracking and analyzing data to identify hazardous trends and improve safety protocols. Moreover, having a structured incident management process enhances the overall safety culture and boosts worker confidence and productivity.
Medical Devices: For the medical devices industry, incident management is critical to ensure patient safety and product reliability. Effective incident management allows for the rapid identification and rectification of device malfunctions, preventing patient harm. It also supports regulatory compliance by maintaining thorough documentation and reporting incidents to authorities. Furthermore, a well-implemented incident management system can improve product quality and customer trust by addressing issues proactively and transparently.
Healthcare: In the healthcare industry, incident management is crucial for maintaining patient safety and quality of care. It enables quick identification and response to medical errors and adverse events, reducing the risk of harm to patients. Incident management systems support continuous improvement by analyzing incidents and implementing corrective actions. Additionally, it helps healthcare facilities comply with accreditation standards and regulatory requirements, ensuring a high level of care.
Transportation and Logistics:For the transportation and logistics industry, incident management is key to ensuring safety and efficiency. It helps in promptly addressing accidents, equipment failures, and logistical disruptions, minimizing delays and operational impact. Incident management systems allow for thorough investigation and analysis, leading to improved safety practices and reduced risk. Additionally, effective incident management supports regulatory compliance and enhances the overall reliability of transportation services.
Energy and Utilities: In the energy and utilities sector, incident management is critical for maintaining safety and service continuity. It enables rapid response to incidents such as equipment failures, spills, and outages, minimizing environmental and operational impact. Incident management systems facilitate the identification of root causes and implementation of corrective actions, enhancing overall system reliability. Furthermore, it ensures compliance with environmental and safety regulations, protecting the organization from legal and financial risks.
ComplianceQuest is a SaaS-based incident alert management system that provides instant visibility and feedback on incident status, tracks alert delivery and ticket status, and offers solid reliability, ensuring that critical incidents are detected and managed by the teams concerned.
There are three types of incidents –
An incident is an event that affects regular floor operations and poses a risk for everyone involved.
Near-misses are a subset of incidents where the incident has the potential to cause harm, but no one was affected or hurt at the time of occurrence.
An accident is an unexpected event that results in fatal injury or death.
Earlier this month, we published a blog titled ‘Efficient, Effective and Data-Driven Safety Inspections with ComplianceQuest’. In the post, we…
Sometime in 2019, before the pandemic, McKinsey published an article…
Hog Production Company Strengthens Safety Culture and Improves Performance with…
Learn about all features of our Product, Quality, Safety, and Supplier suites. Please fill the form below to access our comprehensive demo video.
Please confirm your details
By submitting this form you agree that we can store and process your personal data as per our Privacy Statement. We will never sell your personal information to any third party.