The ServiceNow® Quality Issue Management application enables manufacturing organisations to identify, manage, and resolve product quality issues across their lifecycle from initial detection to remediation and closure.
Designed for OEMs and manufacturers, the application provides a structured yet flexible framework to capture non-conformances, assess their impact on assets and customers, perform root cause analysis, and execute corrective, containment, and other remediation actions. By bringing quality data, workflows, and stakeholders into a single system of record, this application improves visibility, accountability, and time to resolution while supporting continuous improvement initiatives.
The application is delivered through two following complementary plugins that together support both day-to-day issue resolution and long-term quality improvement programs.
- Manufacturing Quality Management
- Remediation Management
Manufacturing Quality Management
The Manufacturing Quality Management plugin provides the foundation for managing Non-Conformances (NCs) and Quality Issues (QIs) across products, assets, and manufacturing operations. It enables teams to consistently capture quality problems, coordinate investigation activities, and collaborate with the right stakeholders throughout the resolution process.
Non-Conformance Submission & Resolution Experience
The application includes a guided Non-Conformance (NC) record producer and a structured playbook-driven resolution experience to ensure consistent and complete handling of quality issues.
Non-Conformance Management
Capture, track, and manage non-conformance records with structured workflows, ensuring consistent handling of quality deviations identified after products are in field.
Quality Issue Management
Support deeper investigations for systemic or recurring problems through dedicated quality issue records and tasks.
Task-Driven Resolution
Break down Non Conformances and Quality Issues into actionable tasks, enabling clear ownership, progress tracking, and timely resolution.
Impacted Asset Visibility
Identify and associate affected assets, install bases, or products to understand the scope and impact of quality issues.
Quality Stakeholder Collaboration
Define and manage quality stakeholders to ensure cross-functional coordination across engineering, manufacturing, quality, and operations teams.
Stage-Based Resolution Playbook
Understand the Issue
Strengthen the problem definition using the 5W2H framework to ensure clarity and completeness. Users can attach evidence, document findings, and trigger a Quality Investigation when deeper analysis is required.
Apply Correction
Document corrective actions taken and itemize associated costs. This provides transparency into Cost of Poor Quality (CoPQ) and ensures financial accountability.
Batch Containment
Identify impacted assets and associate specific containment actions to relevant install bases or products. This enables targeted mitigation and prevents broader risk exposure.
Outcome
Before closure, the system provides a readiness summary that highlights completion status across all stages. This ensures nothing is missed and supports consistent, audit-ready case closure.
New - Structured Non-Conformance (NC) record producer and a stage-based resolution playbook to standardize Non Conformance handling.
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