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Below is a list of terms you may come across when browsing the service pages or blog articles on Quest’s website. These definitions will give insight to our industry and how Quest International fits in.

Commercial Off the Shelf Technology (COTS): This refers to hardware and software that already exist and are available for commercial use and for purchase by the public. Quest has decades of experience serving complex electronic devices and (COTS) equipment.

EOL/EOS (End-of-life/end-of-service): This term refers to products that have reached the end of their OEM-supported lifecycle. These products are no longer manufactured or serviced by the manufacturer.

OEM (Original Equipment Manufacturer): An original equipment manufacturer is a company that manufactures devices or equipment which are sold directly or through a distribution channel.

QuestNetSM A cloud-based, proprietary, asset management and service tracking tool, enabling you with total visibility and real-time access to your equipment’s service status from any Internet-connected computer or mobile device.


OEM Services

3PL (3rd Party Logistics): Is the integration of operating processes through managing warehousing and shipping products on behalf of the device manufacturer

    Third-party logistics services include:
        •   Warehousing
        •   Transportation services
        •   Inventory management
        •   Packaging
        •   Freight forwarding

4PL (4th Party Logistics): OEMs are now looking to outsource to a single partner who will assess, design, build, run, and measure integrated comprehensive supply chain solutions on their behalf. This evolution in supply chain outsourcing is Fourth-party Logistics or 4PL.

    Fourth-party logistics services include:
        •   Business planning
        •   Change management
        •   Project management
        •   Inbound, outbound & reverse logistics management

Break/Fix Repair: Break-fix repair services offer a fee-for-service method of providing outsourced repair services to OEM partners.

Corrective Maintenance (CM): Corrective maintenance helps OEMs identify, isolate, and rectify a variety of unpredictable faults in their equipment or systems and restore back to operational condition.

Depot Repair Services: Repair services rendered on products returned by customers or the OEM to Quest service centers for repair. Quest tracks and documents the repair process from receiving to shipping back to the OEM or end-user customer after repair.

Field Repair Services: Field service includes dispatching trained field engineers to specific locations (typically at the customer's location) to install, repair, or maintain equipment or systems.

Forward Logistics: Refers to forward movement of serviced products as they transition from the repair center to end-consumers.

    Forward logistics services include:
        •   Direct order fulfillment
        •   Consigned products or parts shipment
        •   Packaging of bulk material parts
        •   Customs clearance
        •   Label replacements on cartons, pallets, and piece parts

Nearshoring: Nearshoring is the process of establishing production near your national borders, customarily within the same region or continent of your company.

Offshoring: Offshoring is the process of establishing production on another continent. Transocean offshoring is typically accomplished using shipping containers.

Onshoring: Onshoring, also sometimes referred to as “domestic outsourcing,” is the process of outsourcing production from a large, metropolitan city to a smaller, economical city within national borders. This process is much more environmentally friendly than offshoring and onshoring.

Preventative Maintenance (PM): Preventative maintenance refers to regular scheduled maintenance performed on equipment and systems to reduce the chance of failure and unplanned downtime.

Proactive Service: Proactive service means anticipating customer needs and actively reaching out with a solution, whether by communicating a potential problem that has cropped up or allowing customers to self-service their issue prior to a breakdown occurring.

Recall and Field Corrective Action Services (FCA): When a design flaw is uncovered in the field, it is critical that the medical device manufacturer swiftly reacts and remediates the situation to prevent further harm. Device manufacturers do not plan for corrective action, rework, or recall, nor is it within the core competencies of the quality and regulatory teams to execute programs without disrupting business functions. Quest uses a fit-for-purpose approach to Recall Management and Field Corrective Action (FCA) services with a predictable cost model and end-to-end service within a defined period from outreach to remediation in concert with the customer. Learn more here.

Reverse Logistics: Refers to the supply chain movement of products from customers to repair centers, or back to the manufacturer. Reverse Logistics services can help your internal product support team with a number of services that help hold down costs as you expand into new geographies or markets, reduce administrative burdens during volatile staffing periods or optimize overall operational efficiency.

    Reverse logistics services include:
        •   Return center operations
        •   Return-to-vendor management
        •   Product recall management
        •   Customs clearance
        •   Test, repair, and refurbishment for resale
        •   Product recycling and regulatory-compliant disposal

Scheduled Maintenance: Scheduled maintenance is any repair and service work performed within a set timeframe with advance notice. It details when given maintenance tasks are performed and by who ensuring. Scheduled maintenance may occur at repeating intervals or in response to a work request.

Supply Chain Logistics: Supply chain logistics services help companies manage their healthcare products and parts with traceability in compliance with regulatory requirements. Quest's global depot and logistics centers become an extension of our customer's facilities, allowing them to make real-time business decisions from anywhere in the world that impacts their supply chain as well as their customer's experience.

    Supply chain logistics services include:
        •   Inventory Management
        •   Parts Management
        •   Environmentally Monitored
        •   Regulatory Compliance / Traceability
Warehousing: Warehousing capabilities give you the flexibility and freedom to deliver your products to customers or to receive returned devices from them, efficiently and cost-effectively. Quest’s global network and resources put our warehouse facilities and your inventory – including crucial medical parts and products – close to your customers. That helps reduce shipping time and expense while speeding fulfillment in both directions along the supply chain.

    Warehousing services include:
        •   Inventory Management
        •   Security and confidentiality
        •   Environmental controls
        •   Regulatory Compliance


IT Managed Services

Endpoint Monitoring: Tracking activity and risks across a variety of endpoints connected to a business’ network.

IT Managed Services: Quest’s IT Managed Service solutions go beyond managing, monitoring, and hosting. We manage your entire IT infrastructure to maximize uptime and maintain a level of secured performance. These services include:

    3rd Party Onsite Hardware Data Center Management
    24/7/365 Help Desk & Remote Monitoring Management
    Cybersecurity & Ransomware Prevention
    Network & Service Security Management
    Business Continuity and Disaster Recovery
    Cloud services

NOC (Network Operation Center): One or more locations where network monitoring, control, and management, can be implemented over a computer, telecommunication, or satellite network.

Remote Monitoring Management: Tracking and controlling IT systems, which can be accessed by a service provider remotely.

SIEM (Security Information and Event Management):Supports threat detection, compliance and security incident management through the collection and analysis (both near real time and historical) of security events, as well as a wide variety of other event and contextual data sources.

SOAR (Security Orchestration, Automation and Response): Software that enables an organization to collect data about security threats and respond to security events without human assistance.

SOC (Security Operation Center): A centralized unit that manages security issues for organizations. It works within three areas to manage and enhance a company’s security: people, processes, and technology.

SNOC (SOC + NOC): The merging of NOC and SOC activities to ensure a better view on the overall network status and security on IT infrastructure.


Disaster Recovery/Business Continuity

IMAC (Install, Move, Add, and Change): IMAC refers to the IT management services product life cycle support installation, de-installation, and system changes.

Recovery Point Objective (RPO): The Recovery Point Objective is the maximum tolerable period in which data might be lost due to a disaster.

Recovery Time Objective (RTO): The Recovery Time Objective is the duration of time within which a business must be restored after a disruption to avoid unacceptable consequences.


Contact

Phone
(800) 231-6777
(949) 581-9900

Fax
(949) 581-4011