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.

1. Manufacturing Quality Management
2. 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.

**Work Order Initiation**
Initiate one or more FSM Work Orders directly from an Non Conformance task or a remediation action to coordinate field execution of quality work

**Enhance Non-Conformance Description AI skill**
Helps users create clearer and more complete non-conformance descriptions.

**Recommend Quality Assignment and Actions AI skill**
Automatically recommends NC ownership, tasks, and remediation actions to accelerate non-conformance resolution.

**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.