RKM - Complaints Management

Efficient process optimization for quick troubleshooting

Quick reaction

Complaints should be resolved quickly and smoothly. Using the Complaints Management (RKM) you create, process and track complaints – externally and internally, for suppliers and customers or within your own company departments.

Design processes individually

With RKM you design all steps and procedures for processing complaints according to your internal specifications through predefined methods. These contain the necessary information as well as specifications for time procedure (1-2-14 rule). Of course, templates such as 8D, 4D reports and CAPA are also available for this purpose.

Direct access via the web

Make communication between those involved even easier and more direct with the Intranet-based QC - Web: Here you can record and process complaints directly in the web browser. With QC - Supply Chain, you actively involve your suppliers in the entire complaint process, including an 8D report.

Use existing knowledge

You can use the eQMS database while processing your complaint. Similar errors or repeat errors are automatically flagged; actions already initiated can be checked and, where appropriate, included in current complaints.

Rapid evaluation

The integrated Analysis Center grants access to a wide range of reports on your current quality levels. This way, you can immediately determine which complaints and the resulting action have already been processed or are still open. Understand very quickly where the priority, causes and costs of failures lie and take targeted action to improve your complaint process by evaluating the diagnosis time.

Immediate feedback to planning

Transfer errors with corresponding actions directly from FMEA. RKM transfers new errors to the Quality Center module FMEA, which you can update immediately and make it available to the system. In addition, the integrated error analysis provides you with an up-to-date overview about the progress of defined corrective actions.


  • Generating supplier and internal complaints, e.g. from Incoming / Outgoing goods inspection or from the inspection during production
  • Complaint reports according to 8D, 4D and CAPA method or individual reports
  • Processing of customer complaints and issuing customerspecific reports
  • Freely configurable workflows for processing complaints
  • Paperless exchange of supplier complaints with automatic import of responses via QC - Supply Chain
  • Internal or external complaints dispatch as an event mail with all documents, images, videos, drawings, reports
  • Integrated CBR procedure (case-based reasoning). Find solutions to problems quickly using a similarity search
  • Automatic detection of repeat errors
  • Import of failures and causes directly from FMEA. Transfer of new failures to FMEA automatically by informing the person responsible for FMEA
  • Ishikawa diagrams and 5-why-method for defining the cause and effect
  • Integration of Lessons Learned:, Poka Yoke, Yokoten via actions
  • Convenient and cross-departmental action monitoring with Action Management for tracking deadlines, degrees of completion, responsibilities and costs
  • Substantial analysis using Analysis Center, e.g. Pareto analysis, cost analysis, graphics, filtered work plans and individual assessments
  • The Q-Agent acts as an early warning system and sends information when, or before, limits have been exceeded, e.g. number of complaints per business partner. Quality reports can be time-controlled and sent to a defined distribution list.
  • QC - Web for web-based complaint processing on the Intranet
  • Log book for commenting on the progress of a complaint

Quality Center

Discover more QC modules.

Even as a stand-alone solution, each module of the PeakAvenue Quality Center is a specialist in its field. In combination with other modules, the software offers you the best possible functionality and maps the quality control loop.


Transfer of errors and causes directly from the FMEA.

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Action Management

Central management of actions with status, deadlines and responsible parties.

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Supplier Evaluation

Complaints are included in the key figures for supplier evaluation.

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