Quality Management

& Change Management

Ensuring a Change for the Better
 Quality Management and Change Management: Ensuring a Change for the Better

Executive Summary
Change, as the saying goes, is the only constant. This
also applies to changes to product or process. Regardless
of industrywhether automotive, medical, or food for
examplethere eventually comes a need for change. As
different as these industries may be, a drive for continuous
improvement is the common denominator that initiates the
need for a change. Inevitably, an organization will need to
change a process or product at some point in its lifecycle in
order to keep up with growing market demand and to keep
pace with the competition.
While the reasons driving a need for change may vary
whether to offer the latest product upgrade or to correct
a defectthe process leading up to change execution
is often complicated and needs to be managed properly
in order to result in an effective outcome. The process
of Change Management is often complexinvolving
employees, equipment, various departments, suppliers,
and more. Add globalization to the equation, which
increases complexity, and the result is a process that may
be ineffective if not properly managed at every necessary
aspect. An organization cannot simply change the
blueprints and hope for the best. The Change Management
process involves various levels of planning and sourcing,
and collaborating with not only internal sources, but
external sources as well. The bottom line is, increasing
speed and complexity within the change management
process demands more effective process management.
Product Lifecycle Management (PLM) has always been
considered as the driver for change because it manages
product data and design processes. The PLM system
contains design documentation and new product design,
such as Advanced Product Quality Planning (APQP);
controls and manages changes to production, sources,
and product; and is capable of monitoring and tracking
customer complaints. However, the change process
requires much more functionality. In what areas is PLM
lacking?

Market
Assessment
PLM Lacks:
Conceptual Flexibility
Design Collaboration
Layered Security model
Engineering
and Detailed Robust Compliance Platform
Design
Change
Management/
Release to
Manufacturing
Sourcing and
Suppler
Collaboration
Production
Process
Planning
Market
Rollout/
Launch
Aftermarket
Support and
Service
Product
Portfolio
Management

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 Quality Management and Change Management: Ensuring a Change for the Better
Flexibility: To properly create a streamlined and
efficient Change Management system, flexibility is
needed to adapt to dynamic changes in products and
processes.
Collaboration: Having the ability to coordinate
and collaborate across multiple areas and external
resources ensures a successful change because
nothing is left out of the quality loop.
Layered Security Model: The Change Management
process is not confined to the organization, therefore
the ability to keep all data and intellectual property
secure is critical.
Robust Compliance Management: The ability
to enforce both internal and external regulatory
requirements set forth, for example, by the Food
and Drug Administration (FDA), the Environmental
Protection Agency (EPA), as well as Governance, Risk
Management, and Compliance (GRC) initiatives, is
necessary to promote uniform standards of operations.
The primary reason for PLM is to control change. This
makes Change Management a critical PLM function. In
todays ever evolving business environment, companies
without an effective Change Management process cannot
sufficiently adapt to market trends, improve products or
processes, or remain competitive. Change Management
in itself is complex. It involves in-depth data analysis,
which defines what will be changed, the parties involved,
suppliers to use, materials to purchase, how to calibrate
machinery, packaging, marketing, departmental approvals,
along with other factors. And the list goes on.
Before the Change Management process can begin, an
organization needs a system with the proper functionality to
monitor it and track the process from design to production
to postproduction. To be managed efficiently, Change
DEFINE
Management needs theDESIGN APPROVE fallsPLAN
proper functionalityPLM
short in this area. This is where the automated Quality
Management System (QMS) comes in.
DEFINE DESIGN APPROVE
Not only does the QMS have design management
capabilities, it also enhances other aspects that are
involved in a change:
DEFINE DESIGN APPROVE
DEFINE DESIGN APPROVE
Product Lifecycle: Quality is often checked at post-
production, however; it should be tracked at design,
production, suppliers or contract manufacturers, as
well as post-production. It is imperative to a successful
product outcome that quality is incorporated into every
step of the product lifecycle, starting from the very
early stages of product design. However, this is many
times not the case. Quality is too often an afterthought,
taken into consideration with the end product. Quality
Management ensures that quality is at the forefront of
all change processes. This paper will describe how the
QMS proactively ensures that quality is incorporated
into a change.
Global Network: Globalization adds complexity to
the Change Management process. In a global market,
product lines are expanded and manufacturing facilities
are located worldwide, leading to multiple product
lifecycles. This leads to a need for better Business
Process Management (BPM). Globalization leads to
faster product lifecycles because increased competition
shortens product lives, new technology increases
product complexity, and more marketing data expands
product selection. Quality must be linked to the global
network, to ensure that it is not limited to just the site
level, but spans the enterprise to create a network of
compliance. Quality Management ensures collaboration
between facilities and brings suppliers or contract
manufacturers into the quality process.
Business Systems Integration: Enterprise systems
handle data that is related to a specific operational
area, whether production with Manufacturing
Execution Systems (MES), inventory with Enterprise
Resource Planning (ERP), suppliers with Supply Chain
Management (SCM), or design with PLM. The QMS
has the ability to integrate all of the data from each of
these systems to allow these separate systems to talk
toSOURCE
each other. This ultimately ensures
EXECUTE consistency and
VERIFY
efficiency across the enterprise as nothing is left out of
the quality loop.
SOURCE
PLAN Furthermore, in manyEXECUTE
cases there are VERIFY
processes that
are not directly related to the change process, but are
nevertheless affected by its results. In this regard, the
PLANQMS hasSOURCE
the ability toEXECUTE
not only manageVERIFY
the core change
PLAN SOURCE EXECUTE VERIFY
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 Quality Management and Change Management: Ensuring a Change for the Better

process, but to also cross-reference any related quality,
environmental or health and safety processes, and link
them to the core change. For example, incorporating
employee training, environmental aspects, and job safety
analyses are critical functions of the business that may be
affected by a change, but are not part of the core change
process. By linking these peripheral processes from the
start, its possible to effectively address these issues during
the change, as opposed to afterwards or too late.
The QMS is able to incorporate quality into every step of
the Change Management process through integration with
other key modules along the way. This paper will offer a
birds-eye view into the Change Management process,
showing the phases of Change Management from define
and design, to approve, plan and source, to change
execution and verification. First, lets describe where
Quality Management and PLM meet.
The Intersection between Quality
Management and PLM
Quality is prevalent in all aspects of a business, from
processes to products. Therefore, the QMS is best suited
for the Change Management process, as everything that
is managed in quality is managed in change. Quality
Management is rooted in the automation of workflows,
enabling efficient processes, and managing complex
issues. This flexibility in managing complex processes
makes it an ideal complement to many PLM functions.
In the previous section, we discussed where PLM needs
more functionalityspecifically flexibility, collaboration, a
secure is critical, as the Change Management process
is not isolated within a specific part of the organization
it extends beyond a companys four walls. Quality
Managements robust security model mitigates any risk
of external resources seeing information beyond what
is required. Additionally, the ability to enforce regulatory
requirements is a strong point of an automated QMS.
This compliance layer to regulatory standards promotes
a uniform standard of operations and provides a level of
compliance that is unmatched by any other system.
With these critical functions, the QMS is an ideal
component of a PLM system and is best suited as the
agent of change in the enterprise. Change Management
involves many phases, all designed to follow the product
lifecycle and provide change at different functional levels
that are involved with the product. Lets take a look at the
different phases of the Change Management process and
how quality fits in.
Quality Management as an Agent of
Change
Typical Change Management processes are broken out
into separate key pieces, each of which play their part
in enhancing efficiency in the process and in essentially
creating a road to quality.
While the QMS seamlessly guides an organization
through the phases of a Change Management process,
it DEFINE
incorporates
DESIGNcritical QMS PLAN
APPROVE functions into every
SOURCE stepVERIFY
EXECUTE to
ensure the end result is of the highest possible quality.
DEFINE DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY

layered security model, and compliance management. Now

DEFINE DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY
lets see where the QMS comes in.
DEFINE DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY
To create a streamlined and efficient change management Lay the FoundationDefine and Design: When
system, flexibility is needed to adapt to dynamic changes conducting a change, it is necessary to go back to the very
in products and markets. Quality management systems first step in the process and begin to lay the foundation
are far better suited for this purpose, with their flexible for quality. A change begins at the design stage with the
workflow and routing capabilities. Furthermore, the ability collection of information from post-market data, whether
to coordinate and collaborate across multiple areas and market research and development, customer complaints,
external resources is key to successful change. The QMS product nonconformance, or auditsthis data helps to
provides visibility into data from multiple sources through identify the need for change. To successfully manage
robust integration layers as well as using intelligent these phases, the QMS provides various key functions to
business rules to enable collaboration across all areas of enhance the process.
the enterprise.
QMS FunctionCorrective and Preventive Action
The QMS is also able to greatly enhance security (CAPA): The post-market data that is necessary to
processes. The ability to keep data and intellectual property determine feedback is retrieved through functions

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Quality Management and Change Management: Ensuring a Change for the Better

such as Complaint Tracking, Nonconforming Materials,
and Audits. It is then filtered through the QMS CAPA
system, which is the catalyst for change initiatives. This
determines the root cause and the necessary steps
to correct adverse events. Ideally, changes are made
to the initial concept using the data from the CAPA
system to recognize areas for improvement.
QMS FunctionPlanned Deviations: Before a
change is requested, it must be determined whether
there is an acceptable deviation in place, and for
how longotherwise, the executed change may
cause unnecessary duplication of effort. The ability
to integrate with the QMS to discover any planned
deviations is critical. Integration with the Change
Management module ensures that all deviations are
defined and then removed once a long-term change is
DEFINE
put in place.
in the process. This ability provides the organization
with quantifiable evidence that the new change will
successfully change the product at the lowest risk level
possible.
QMS FunctionDesign Risk Management: If
Risk Assessment techniques are used in design, the
organization is more likely to identify risks at an early
stage. This ability to identify potential failures, using
tools such as Failure Mode Effects Analysis (FMEA),
early in the design process is a crucial aspect of Design
Risk Management. The earlier a potential failure is
identified, the less it will cost the organization. Early
discovery also leads to mitigation of in field failure, as
the potential failure will be spotted before it is released
in the marketthis reduces the chances of recall, as
well as hazard to consumers.
DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY

QMS FunctionDocument Control: The ability to DEFINE DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY

reference the critical documents that are involved in

DEFINE
the change is another important step of the process.
Documentation such as design files, specifications,
DEFINE
work instruction, job descriptions, and procedures
will need to be changed as the product or process
is changed. The ability to link these documents to
the overall Change Management process, and issue
multiple-document change requests is critical in
monitoring and tracking all the information needed to
design an effective change.
QMS FunctionProduct Data Management (PDM):
A crucial element of managing the product lifecycle is
PDM. Much like Document Control, PDM serves as a
centralized repository for product data, and includes
design specifications, materials used, operational
instructions, and product labeling and documentation.
PDM controls all changes to product data, which is
essential for effective Change Management. It helps to
track and control all data related to the product through
the use of an item form, which describes product type,
quantity, and unit cost.
QMS FunctionRisk Assessment: Before an
organization can continue forward in the process,
they must determine whether the change thus far
is effective. A crucial part of the Define and Design
phases is to analyze the impact of the change up to this
point through the use of a Risk Assessment. A QMSs
Risk Assessment module analyzes risk in order to
gauge the change effectiveness before moving forward
DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY
Collaborate
DESIGN across the PLAN
APPROVE EnterpriseApprove,
SOURCE EXECUTE Plan,
VERIFY
and Source: Once the post-market data has been
collected and filtered through, the process can begin
to move forward. Change Management involves many
departments, suppliers, and various levels of approval
and planning, making it extremely complex. It involves
executing change not only internally, but extending
to outside sources, such as suppliers. It also involves
the process of multiple approvals across operational
areas and integration through various QMS functions.
To enhance this phase of the process, QMS functions
effectively manage approvals, action plans, and
suppliers.
QMS FunctionConfigurable Review and Approval
Workflow: An extremely robust and configurable
review and approval workflow is necessary in an
effective Change Management process. The QMS
provides a centralized resource for managing and
executing change, and has the proven workflow
methodologies that provide a venue for managing
change. At this phase, the appropriate people in each
step of the process must approve the changethe
QMS ensures this is the case. Email alone is not
sufficient for collaboration of this level because in
many cases there is a need for electronic signatures.
Business rules must also be built directly into the
workflow so that durations and due dates can be set for

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Quality Management and Change Management: Ensuring a Change for the Better
different stages of the workflow, which is important if a
variety of people are being notified, and ensures work
is kept on track.
QMS FunctionAction Plans: Planning is a strong
point of an effective Change Management process.
This process includes the generation of all action
items throughout the workflow. The ability to branch
DEFINE
off parallel process that are linked to the main Change
Management process through action plans ensures
DEFINE
that the necessary work is kept on track and is
distributed throughout the organization instead of being
DEFINE
assigned to one person at one time. Action items that
the QMS can create and assign in parallel include
Feasibility Analyses, Training Events, Equipment
Changeovers, and Work Orders.
QMS FunctionProject Control: Integration with the
QMS Project Control function allows an organization
to create, track and control projects by identifying the
project stages, allocating tasks to individuals, and
tracking the progress of each task. The QMS allows
integration with Project Control for proper management
of the more complex changessuch as during the
process of new product design, APQP, or the business
management strategy, Six Sigmaensuring that
quality is not lost in the process.
QMS FunctionSupplier Management: Many
organizations use a multitude of suppliers in the
development of one product. Visibility into supplier
qualifications is critical in ensuring that the best
possible suppliers are being utilized. Integration with
the Supplier Management function is a key component
of the QMS. This part of the process involves selecting
the approved parts and suppliers by creating a list
based on the overall supplier rating. The Supplier
Rating list is determined through the use of the QMS
Supplier Rating and Inspection feature. This ability to
rank supplier qualifications allows an organization to
pick the highest rated supplier for a particular change
or product. Supplier Management integration provides
visibility of supplier data from internal systems, third
party systems, and equipment and Asset Management
Systems.
QMS FunctionCalibration and Maintenance:
The Change Management process also affects an
organizations equipment, a main component of the
Source phase. A change in a product could result in a
change in production and unless the proper equipment
is sourced, maintained, and calibrated, the change
will not be effective. To mitigate this risk, the QMS
provides integration with Calibration and Maintenance
applications. This is beneficial to an organization
because it helps keep track of changes to equipment,
maintenance records, as well as equipment status.
DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY
DESIGN APPROVE PLAN SOURCE EXECUTE VERIFY
Check your
DESIGN WorkExecute
APPROVE PLAN and Verify:
SOURCE Once the
EXECUTE VERIFY
organization has all of the elements of the change
in place DESIGN
DEFINE up to this point, itPLAN
APPROVE is imperative
SOURCE toEXECUTE
ensure VERIFY
that the right people are delivering on the change
and are trained and knowledgeable prior to the
change becoming effective. Involved parties need to
collaborate on the change in real time using electronic
distribution of change notifications to enhance
communication. Before final shipment or change
completion, all affected parties must be fully trained.
In a complex system, there are often many employees
and many training materials. Ensuring timely
completion of training cannot be achieved without
automated tools.
QMS FunctionEmployee Training: A product or
process change is only successful if employees are
knowledgeable on executing that change. All involved
employees must successfully complete training on
changes to the product or process. Integrating Change
Management with Employee Training applications and
Document Control systems provides a seamless link in
transferring knowledge to those affected by the change.
Documentation that was created or revised during
the change will be stored in an integrated Document
Control system linked to an Employee Training
system. These tools provide the capability to schedule,
require, and track training, ensuring the change is
implemented effectively and all affected employees
are knowledgeable upon change completion and are
trained on new procedures, work instructions, and
similar requirements.
QMS FunctionComplaint Handling: Once a
change is complete, the next product lifecycle begins.
Organizations continually receive post-market feedback
in the form of inquiries, returns, or complaints. The
QMS traditionally collects this data through a Complaint
Handling application. An integrated QMS Complaint
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Quality Management and Change Management: Ensuring a Change for the Better

Handling function identifies adverse events, analyzes
feedback, and collects customer requirements for
future changes. It also provides decision tree analysis
and captures data with trend reporting for visibility of
change and new design effects. Integrating Change
Management with Complaint Handling closes the loop
on the process and enables visibility of post-market
data when defining and designing the next change.
QMS FunctionAudits: While post-market feedback
can be a catalyst for change, so can internal reviews
of the products and processes. Through use of
continuous improvement initiatives such as audits,
organizations can bring about change internally. Using
a QMS Audits tool that is integrated with Change
Management provides a link from audit findings to
potential product or process changes. Not only is the
Audits tool able to schedule and track multiple audit
plans with various question and checklist profiles, but
it can also trigger other processes based on audit
findings. This could be a CAPA or a need for a new
change to the product lifecycle. Integrating Audits with
Change Management enables audit data to be utilized
when defining and designing a new change.
Benchmarking Quality throughout the
Product Lifecycle
Quality is intangible, and it means different things to
different people. It is usually measured by the criteria put
in place by those involved in development and by factors
such as customer complaints, audits, and other post
market data. However, much of this information is received
after product release when an adverse product may have
already been developed, resulting in recall, leading to loss
of revenue and, eventually, loss of brand equity. What if the
quality of a product was measured during development?
Imagine the possibilitiesif issues could be identified
before the product was released. The QMS makes this
possible through its quality hub concept, known as the
compliance dashboard.
While quality is often seen as a post-market event, it is
inherent in everythingdesign, production, supplier, and
marketand should be incorporated accordingly. The
key to sustaining quality throughout product or process

How Change Management is applied to Quality Management System

COMPLAINT
HANDLING

NONCONFORMING CORRECTIVE
MATERIALS ACTION

INCIDENTS/
ACCIDENTS

CHANGE PLANNED
AUDITS & MANAGEMENT DEVIATIONS
SURVEYS

PROJECT
CONTROL

PRODUCT
DOCUMENT SUPPLIER CALIBRATION & JOB SAFETY
DATA ASPECTS
CONTROL RATING MAINTENANCE ANALYSIS
MANAGEMENT

TRAINING

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 Quality Management and Change Management: Ensuring a Change for the Better

Compliance Metric in Typical Change Management

generates reports on completed projects, complete with

compliance benchmarks associated with the documented
INITIATE
CHANGE
RELEASE TO change process.
CHANGE PRODUCTION
COMPLETE?

Ultimately, a compliance dashboard helps an organization

identify the processes that can be improved, streamline
resources, and shorten change overtime. As a result,
companies see quicker cycle times, error and cost
Action plan
reduction, and product recall risk mitigation. It saves an
organization time, money, and reputation.
Completed?

Planned
Deviations?

INITIATE
Documentation
Approved? RELEASE TO
CHANGE JHA
PRODUCTION
What to look for when using Quality
Updates? Suppliers
Qualified?
Aspects
Uploaded?

Equipment C/O
Completed?

Training
Management for Change
The Change Management process, as shown, is complex,
Completed?

rapidly revolving, and involves various elements, some that

development is to manage and measure quality during the extend beyond a companys four walls. An automated QMS
product lifecycle, not just after product completion. The can effectively manage the Change Management process
QMSs compliance dashboard makes this possible. The with its technology enablers that enhance the different
compliance dashboard ensures that quality is made visible points of the process. Aside from its integrated modules,
by benchmarking steps in the process, creating a quality the QMS is beneficial in other areas.
road map for the user, showing exactly where the process
has been tested and either passed the quality requirements Flexible: Every organizations Change Management
or was flagged and improved to meet requirements. process is different. This makes a QMS that can
The compliance dashboard ensures that quality is at the adapt to individual Change Management processes a
forefront of creation by incorporating quality into every necessity. Look for a QMS that is highly configurable,
aspect of product development. and provides extensive configuration options, and
business rules that are built directly into the software.
Even with modern tools such as the compliance dashboard, A QMS that provides a Web-based designer tool
there are still organizations that use manual Change enhances the process even further by simplifying the
Management processes. The problem herewhile clich design process with the ability to configure workflows,
is apparent. No one is perfect. Human error is a given and forms, and reports, ultimately enabling the user to
will occur at some point. While mistakes from one person personally adapt to the look and feel of the software.
to another may be forgiven, consumers are much less
forgiving about an error that results in a defective product. Scalable: The Change Management process consists
The automated QMS is ideally suited for managing the of various process owners. Look for a QMS with a
change process because quality and compliance become distributed administration model that allows for local
the forefront of all related activities. As the Change control of groups, users, keywords, reports, and
Management process is executed, it is important for quality security. The Change Management process is not
and compliance to be benchmarked at every step in the confined to one area of the organization. It involves
process. both internal and external elements. This makes a
The concept of a QMS compliance dashboard is a QMS that provides filtered access to documents a
business intelligence tool whereby quality can be tracked necessity. This ability limits access to documents
throughout the process in a singular view. As the change based on organizational criteria and provides multi-
is executed, the compliance dashboard displays the level security.
timeline of the change as well as the level of quality at
each phase. Essentially, the compliance dashboard is Localization: Change Management processes span
designed to measure quality and compliance, and take the enterprise, and in many cases there are off shore
actions on quality issues, fixing them prior to their release, locations involved that speak different languages.
and reducing nonconformities in finished products. It also In this case, a QMS that can translate specific
configurations is key to avoiding software language

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 Quality Management and Change Management: Ensuring a Change for the Better
barriers. Look for a QMS with localization technology
that enables translation of all design elements including
keywords, error messages, home page, action button
names, and form fields.
Integration: During Change Management, information
must also be exchanged with production systems.
The solution here is a QMS that offers a robust set of
integrated Application Programming Interfaces (APIs).
Look for a QMS that provides connection profiles,
which will enable integration with third party business
systems across the enterprise.
Using the QMS to guide Change Management not only
efficiently takes an organization through each step of the
process; it also provides functionality beyond the steps
of Change Management to link outside systems and
personnel, mitigate language barriers, and allow the user
to fully adapt to the look and feel of their system, by adding
their own personal touches.
Quality Management: A Total Solution
for the Change Management Process
As demonstrated, the development of a new product
or process is extremely complex. The benefits of
implementing a QMS to manage the Change Management
process are vast. The QMS not only provides flexibility,
a collaborative environment, security, and compliance
management, it also reduces recall risk, enhances
efficiency and provides an organization with the assurance
that the product or process they have developed has been
infused with quality from design to execution and beyond.
While the QMS is ideal for managing processes of
change, its important to note that the intersection between
QMS and PLM is integrated. QMS does not replace the
functionality of PLM, but rather serves as an extension
of its capabilities. While PLM has many functions that
are critical to an organization such as PDM and design
processes, an increasing amount of leading edge
companies are now starting to see how QMS enhances
PLM through integration and collaboration of data, and
they are now using Quality Management to manage their
Change Management functions.
Conclusion
This paper has gone through the steps of an effective
Change Management process, beginning with the
collection of post-market data to initiate the need for
a change. As the change moves forward, weve seen
why it is important to have the ability to manage all of
the various elements that are involved in a change. The
organization must ensure that all involved employees are
knowledgeable on the change and are fully trained. The
QMS not only guides the organization seamlessly through
these steps, it also integrates key tools into the process
to enhance it tenfold. QMS functions that are integrated
with Change Management include Complaint Handling,
Nonconforming Materials, Corrective and Preventive
Action, Project Control, Supplier Management, Document
Control, Training, Reporting, and Audits. These tools
further enhance PLM functionality and enable enterprise
change while keeping quality and compliance at the
forefront of the product lifecycle. Finally, the compliance
dashboard concept benchmarks quality at different points
of the product lifecycle, ultimately creating a road map of
quality.
Product or process development is an extremely complex
process. It can be likened to following a recipe. While there
are various elements involved that serve different functions,
there is always that one ingredient that must be included
to result in a great outcome, every time. In this case, that
ingredient is quality. Without it, everything else that was
involved essentially becomes irrelevant and youre left
starting from scratch. Quality Management provides a total
quality solution for enhancing the Change Management
process and will ensure success in every change, every
timeultimately resulting in a change for the better.
About EtQ
EtQ is the leading Quality, EHS and Operational Risk and
Compliance management software provider for identifying,
mitigating and preventing high-risk events through
integration, automation and collaboration. Founded in
1992, EtQ has always had a unique knowledge of Quality,
EHS and Operational Risk and Compliance processes, and
strives to make overall quality operations and management
systems better for businesses. EtQ is headquartered in
Farmingdale, NY, with main offices located in the U.S. and
Europe. EtQ has been providing software solutions to a
variety of markets for more than 20 years. To learn more
about EtQ, visit www.etq.com or blog.etq.com. Customer
Complaints, Audits, and many more. EtQ has been
providing software solutions to a variety of markets for 20
years. For more information, please visit
http://www.etq.com.
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