Modules · Customer quality and problem solving
In useQWorks Complaint
Manage the customer complaint from intake to verified closure.
Complaint intake, containment, 8D/CAPA, corrective action and effectiveness verification on the same case — every step with its owner, deadline and evidence.
QWorks Complaint in 30 seconds
What it manages, who uses it, what it connects.
What it manages
From customer complaint to evidenced closure
Intake, containment, root cause, corrective action, effectiveness verification and closure run in a single case chain.
Who uses it
The quality team and everyone who touches the case
Production, engineering, logistics, supplier quality and management work on the same case within their own responsibility.
What it connects
Methods and enterprise context
8D, CAPA, SCAR and root-cause methods, with customer, product and access context from ERP, MES, PLM, QMS and IAM.
See the Operation at Work
One complaint; from intake to audit-ready closure.
The demo case below advances through the operation on its own. At every step you see who worked, which decision was made and which state formed — an operation that runs, not a record. Hover to pause; click a step to jump.
The customer problem was opened with the right context: customer, location, product and the relevant standard/specification were related at the moment of intake, and priority was set.
Complaint features
What is specific to Complaint.
The following is QWorks Complaint’s own work. Shared mechanisms such as tasks, routing, deadlines and escalation come from the platform.
Complaint intake with context
Customer, product, lot/serial and warranty context are linked at the moment of intake.
Containment
Customer risk is limited before the root cause is known; the measure stays tied to the case.
8D / CAPA chain
8D is not a single form; it runs as a chain of steps, tasks, evidence and checkpoints.
Root cause analysis
With Ishikawa and 5 Whys, every root-cause candidate is eliminated with an OK/NOK decision.
Corrective action tracking
Every action has a defined owner, deadline and evidence expectation.
Effectiveness verification
A case does not close until the completed action is verified to prevent the problem.
Customer-specific response deadlines
Time targets are defined by case type and customer context.
Supplier-caused problems
The corrective action request sent to the supplier is tracked within the same case.
Customer templates and reports
Customer-specific 8D templates are produced as the output of the chain that was run.
Shared platform capabilities
The shared backbone beneath Complaint.
These capabilities are not specific to Complaint; they come with every business module. Start with Complaint and the lifecycle is in place from day one.
See how the platform is builtBusiness modules+ Platform vision
- Work Orchestration
- SLA & Escalation
- Identity & Access
- Problem Solving
- Evidence
- Reporting
Start with QWorks Complaint and every shared capability comes with it.Start with QWorks Audit and every shared capability comes with it.Start with QWorks Zero and every shared capability comes with it.
How it works
Each scene shows one mechanism.
The scenes below show, in simple form, how QWorks Complaint works. Under each we note what you are looking at and which risk it controls.
Scenes are conceptual; record numbers and values are representative. We can walk through the real interface together in an evaluation call.
Roles
One case, different responsibilities.
Everyone sees only their own work and permissions; the case stays single.
- QualityOpens the case, runs the method, approves closure.
- ProductionOwns containment and actions on the shop floor.
- EngineeringMakes the technical call on root cause and permanent fix.
- LogisticsRuns stock, shipment and sorting steps.
- SupplierEvidences corrective action on problems it caused.
- ManagementSees late and rising-risk cases through escalation.
Where the Context Comes From
A complaint does not open without context.
Master data ownership stays with the source system; Complaint uses the context it needs through integration, reference or a controlled snapshot. The moment a case opens, customer, product, lot and authorisation context falls into place.
The Value It Delivers
Not more data; manageable action and lasting improvement.
The purpose of QWorks Complaint is not to collect more records but to turn existing quality data into controlled operation, evidence and organisational learning.
A more controlled operation
Complaint, task, action, owner and deadline are managed in one chain rather than in scattered tools.
An audit-ready trail
Decision, approval, action, evidence and closure rationale are not collected afterwards; they are recorded within the process.
Faster intervention
Critical, late or unowned work becomes visible early; escalation rises by rule and intervention is not delayed.
Organisational learning
Solution knowledge does not stay in one person’s memory; fed back to the standard, it becomes knowledge usable in future cases.
First questions about the complaint and 8D operation.
The six questions quality teams ask most often before a demo.
Can we use our own 8D form and customer templates?
Yes. QWorks runs 8D not as a single fixed form but as a chain of steps, tasks, evidence and control points. Customer-specific template and reporting needs are handled as outputs of that chain.
How does it manage response deadlines that vary by customer?
Time targets are defined by case type and customer context. Work that is late or rising in risk does not wait silently; it moves to the right management level by defined rule.
Do supplier-sourced problems run in the same structure?
A customer complaint and the corrective action request sent to a supplier are related in the same case context, so inbound and outbound quality work is tracked in one chain.
Does the case close when it is marked “completed”?
No. Completing an action and it being effective are separate steps. A case does not close finally until the permanent action is verified to prevent the problem.
Will collecting evidence during an audit still be a separate preparation exercise?
Decision, approval, action, evidence and closure rationale are not compiled afterwards; they are recorded while the process runs. Audit evidence is a natural output of the operation.
Is it used only by the quality team?
No. Production, engineering, logistics, laboratory, supplier quality, sales and management work on the same case according to their responsibilities; everyone sees only their own work and permissions.
Let’s look at Complaint through one of your own complaints.
Tell us about a recent complaint and we will structure the same case in QWorks together. You do not need to share sensitive information.