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Problems are used in the case an occurrence inside the organization cannot yet be classified as being, for instance, a change request or a non-conformance. For those events, QualiWare offers a general ticket called a problem. The unique feature of this function is the possibility to convert a problem into any other type of ticket at a later stage.

A problem goes through the following governance stages:

1. Registration
2. Investigation (Possibility to change to e.g. Change Request or Non-conformance etc. here)
3. Handling
4. Closure

A change-request is a proposal for an alteration to documented operations, procedures, and activities. In other words, ideas that may be used to improve operations, procedures, and activities to make them more effective and easy to execute. In QualiWare, change requests functions like tickets and go through a life cycle of different governance states:

1. Registration (of suggested changes)
2. Handling (evaluation of suggested changes)
3. Implementation or Close
   1. Implementation (change a process and make the organization react)
   2. Close (reject the suggested changes).

Non-conformances: Report when you experience a process that is not being followed in the everyday execution (the way it’s been described).  A non-conformance documents the details of a non-conformance as identified by either a quality auditor or by employees who continuously operate specific processes. The objective of reporting a non-conformance is to make an unambiguous, defensible, clear and concise definition of the problem.

In QualiWare, non-conformances function like tickets and go through a life cycle of different governance states:

1. Registration (of occurrences or deliberate chosen alternative processes)
2. Handling (evaluation, if a non-conformance is accepted the ticket is closed. Othervise:
3. Implementation (edit or create new documentation)
4. Verification (verify with organization: feedback and acceptance from accountable)
5. Approved and closed (new valid documentation).

A corrective action remedies a non-conformance: Corrective actions are improvements to the organization’s processes taken to eliminate causes of non-conformances or other undesirable situations. By reporting a corrective action workable solutions are documented.

QualiWare offers a structured way to register and handle customer complaints. This function does not only help you handle actual complaints, it also provides valuable insights and statistics as to where customer complaints are triggered in your organization: Get an overview by attaching complaints directly to the processes involved.

In QualiWare, complaints function like tickets and go through a life cycle of different governance states that involves communication with the customer:

• Register complaint (create a log)
• Announcement (send a receipt to the customer)
• Handling (find possible solution)
• Acceptance (get acceptance from the customer to suggested solution)
• Finished, subsequently closed.

If necessary, a complaint may be reopened and send to the handling state for a second handling.

Document accidents in the workplace involving damaged goods or injuries to people. Using QualiWare ensures that you handle accidents in a controlled manner.

In QualiWare, accidents works like tickets and go through a life cycle of different governance states:

1. Register accident (nature and cause of accident)
2. Investigate (what happened and how could the accident have been prevented)
3. Handling (find possible solution to avoid future accidents)
4. Finished, subsequently closed.

Read Acknowledge provides you with documentation in the case you need the certainty of if (and when) employees and colleagues have read  a diagram, document or any other specific piece of documentation. This is done by creating ‘read acknowledge’-lists that link together persons with pieces of specific documentation. Send out notifications using QualiWare to designated users prompting them to acknowledge new or revised documentation.

This is automatically saved as receipts for later use and may serve as documentation during audits. Users are identified using Microsoft Active Directory credentials.