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
Remediation Management
The Remediation Management plugin extends Quality Issue Management by enabling organizations to analyze root causes and execute structured remediation plans covering both operational and financial actions. It supports immediate containment and corrective actions as well as long-term corrective and preventive measures, ensuring issues are resolved effectively and sustainably.
Root Cause Analysis (RCA)
Define and document root causes using structured RCA records, supporting consistent problem-solving practices.
Remediation Action Planning
Create and manage remediation action plans that group related actions, timelines, and owners under a single remediation strategy.
Multiple Remediation Action Types
Support different remediation action categories to address quality issues across short- and long-term horizons, including:
Correction actions to fix the specific instance of non-conformance
Containment actions to immediately control and limit impact
Corrective actions to eliminate the root cause and prevent recurrence
Preventive actions to proactively reduce the risk of future issues
Financial Request Management
Track remediation-related financial requests to manage cost approvals and budget visibility.
Planned Line Charges
Define planned remediation costs at a detailed line-item level to support estimation and forecasting.
Expense Line Tracking
Capture actual expenses incurred during remediation to enable cost tracking and variance analysis.
End-to-End Traceability
Maintain clear traceability from issues to root causes, actions, and financial impact.
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