Quality implementation
A product non-conformance case (PNCC) captures a reported quality issue, and a product quality investigation (PQI) analyzes its root cause for resolution.
This implementation provides the foundation for configuring Manufacturing Commercial Operations quality management applications.
[Omitted image "mco-quality-Implementation.png"] Alt text: Quality workflow
The infographic shows the quality workflow. A submitter or resolver creates a PNCC, and a resolver triages and assigns it. For recurring defects, a PQI Lead or PQI Member opens a PQI to analyze the root cause and drive CAPA (Corrective, Containment, and Preventive Action).
Product non-conformance
A product non-conformance case (PNCC) is the customer and dealer-facing record for a reported product quality issue. It extends the complaint case hierarchy (sn_complaint_case → sn_customerservice_case → task). A resolver works the PNCC through a staged playbook in the Customer Service Management (CSM) Configurable Workspace.
A PNCC can be created in two ways:
- By a submitter (dealer or field technician) through the Dealer Portal record producer
- Directly by a resolver in the CSM/Field Service Management (FSM) Configurable Workspace
Submitter users can only see and create non-conformances (NCs) on install base items (IBIs) that are linked to their assigned account or service organization. Each submitter is scoped to their organizational unit — they can't access or report issues on other accounts' assets.
What submitters can see:
- Install base items linked to their account
- Install base items linked to their service organization (if assigned)
What submitters can log:
- New NCs on any IBI they have visibility to
- NCs automatically scoped to the account or service organization of the selected IBI
When a submitter creates and submits an NC (Draft → New state), the system assigns a resolver to triage and work the case. Triage is the process of categorizing the NC by priority, assigning it to the right resolver, and preparing it for investigation.
PQI implementation
A product quality investigation (PQI) is the internal record where a PQI Lead or PQI Member analyzes the root cause of a defect. The PQI Lead or PQI Member then drives CAPA.
A single PQI can consolidate many related PNCCs, so a recurring defect is investigated once.
A PQI can be created in two ways:
- Resolver using the Create Quality Investigation action on a PNCC — the PNCC is automatically linked to the new PQI
- PQI Lead using the workspace for systemic issues
--- title: Quality implementation description: A product non-conformance case \(PNCC\) captures a reported quality issue, and a product quality investigation \(PQI\) analyzes its root cause for resolution. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/manufacturing/mco-quality-implementation.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 2 keywords: [Quality management implementation, product non-conformance case, PNCC, product quality investigation, PQI, quality management, CAPA] breadcrumb: [Configure, Manufacturing Commercial Operations] --- # Quality implementation A product non-conformance case \(PNCC\) captures a reported quality issue, and a product quality investigation \(PQI\) analyzes its root cause for resolution. This implementation provides the foundation for configuring Manufacturing Commercial Operations quality management applications. \[Omitted image "mco-quality-Implementation.png"\] Alt text: Quality workflow The infographic shows the quality workflow. A submitter or resolver creates a PNCC, and a resolver triages and assigns it. For recurring defects, a PQI Lead or PQI Member opens a PQI to analyze the root cause and drive CAPA \(Corrective, Containment, and Preventive Action\). ## Product non-conformance A product non-conformance case \(PNCC\) is the customer and dealer-facing record for a reported product quality issue. It extends the complaint case hierarchy \(sn\_complaint\_case → sn\_customerservice\_case → task\). A resolver works the PNCC through a staged playbook in the Customer Service Management \(CSM\) Configurable Workspace. A PNCC can be created in two ways: - By a submitter \(dealer or field technician\) through the Dealer Portal record producer - Directly by a resolver in the CSM/Field Service Management \(FSM\) Configurable Workspace Submitter users can only see and create non-conformances \(NCs\) on install base items \(IBIs\) that are linked to their assigned account or service organization. Each submitter is scoped to their organizational unit — they can't access or report issues on other accounts' assets. What submitters can see: - Install base items linked to their account - Install base items linked to their service organization \(if assigned\) What submitters can log: - New NCs on any IBI they have visibility to - NCs automatically scoped to the account or service organization of the selected IBI When a submitter creates and submits an NC \(Draft → New state\), the system assigns a resolver to triage and work the case. Triage is the process of categorizing the NC by priority, assigning it to the right resolver, and preparing it for investigation. ## PQI implementation A product quality investigation \(PQI\) is the internal record where a PQI Lead or PQI Member analyzes the root cause of a defect. The PQI Lead or PQI Member then drives CAPA. A single PQI can consolidate many related PNCCs, so a recurring defect is investigated once. A PQI can be created in two ways: - Resolver using the **Create Quality Investigation** action on a PNCC — the PNCC is automatically linked to the new PQI - PQI Lead using the workspace for systemic issues
| title | Quality implementation |
| description | A product non-conformance case \(PNCC\) captures a reported quality issue, and a product quality investigation \(PQI\) analyzes its root cause for resolution. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/manufacturing/mco-quality-implementation.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| keywords | Quality management implementationproduct non-conformance casePNCCproduct quality investigationPQIquality managementCAPA |
| breadcrumb | ConfigureManufacturing Commercial Operations |