The complaint process is a core component of every quality management system. In fact, over 80% of middle management spend more than 30 minutes in complaint and issue resolution meetings
(Source: McKinsey & Company, RWTH Aachen University, WZL: 2018).
Despite its importance, complaints are still often managed using basic tools like Word or Excel. Yet few business processes involve more departments — making the risk of communication breakdowns and errors particularly high.
Many companies shy away from implementing a dedicated CAQ (Computer-Aided Quality) system. The reasons: high costs, complex implementation, and a significant gap between theoretical workflows and day-to-day reality. That’s why we developed a lightweight, practical alternative: a smart, easy-to-use module for professional complaint management in Q.wiki.
The complaints module in Q.wiki links the structured thinking of 4D or 8D reports with professional complaint handling. The complaint process combines both standardized, process-like elements and flexible, project-like components. The process-driven steps are easily managed through forms and workflows, while more complex, project-style tasks are handled cleanly using integrated task management. From simple complaints to complex problems, from individual actions to comprehensive case management — Q.wiki’s complaint module handles it all. Modeling, execution, and task management — all in one tool.
Each complaint overview includes all relevant information from a 4D or 8D report. For full transparency, you can filter the overview by any criteria — such as damage volume. The current status of each complaint is always clearly visible at a glance.
Tasks can be created directly in the system and are fully traceable. All assigned users see their tasks on their personal page. Information flows are automatically managed, triggering involvement from the relevant people — going far beyond what a standard 8D report covers. You can also attach all relevant documents directly to the complaint process.
Every employee can record complaints in Q.wiki and view them centrally. At the same time, sensitive data — even individual sections — is protected through customizable access rights.
Continuously improve processes and create real added value in everyday working life.
Implement all relevant standard requirements digitally and easily — regardless of whether ISO 9001, ISO 14001, etc.
Here you can find all the modules we offer. Just click through.
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