00 : 02 : 00
00 : 08 : 00
Contiuous Improvement Framework
00 : 13 : 30
Case Study with
Amanda Amell from Shoebox
00 : 42 : 00
How to tackle continuous improvement in regulated industries?
During this 1 hour webinar, we will enjoy the expertise of Amanda Amell, QA expert at Shoebox, who will explain all the ins and outs of continuous improvement in a fast-growing company.
Shoebox is a Canadian Software Medical Device company in the market, going quick as lightning from theory to action globally!
Q: Do you have a system in place to get customer feedback?
A: Customer feedback for us can come in different ways. We have our customer support team or account managers or product managers. They all receive different kinds of feedback. We get complaints, potential software bugs, negative feedback, feature requests. It all flows through a ticketing system. With the ticketing system it gets assigned accordingly. It gets categorized: if it's a complaint it goes through this process, if it's a feature request, it goes through this process. And then we have the complaint process. We talk about customer feedback and post-market surveillance also. Is stuff that we need to monitor and maintain.
We gather data from all sorts of places to discuss and all of these become inputs to our management review and we make sure that we're meeting our objectives. We set out certain objectives to comply with our quality policy. So the customer feedback is important because we need to continuously improve and provide the best product we can, that is safe and effective.
Q: What size as a team need to be for this continuous improvement process to be necessary?
A: We have a fairly small quality team at the moment. We're only three people and we manage to cover a large territory of requirements. Obviously having more resources I think would be more efficient, but that'll come as we continue to grow. You have to evaluate what your business needs are and your customer needs.