---
sourceDocument: Australia Manufacturing
sourceDocumentLink: https://www.servicenow.com/docs/r/manufacturing

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Manufacturing

ft:clusterId :

    - mftg

bundleId :

    - mftg

workflow :

    - Customer and Industry


---

# Product non-conformance use case

# Product non-conformance use case {#ariaid-title1}

* Release version: Australia
* 
* Updated March 18, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use case scenarios show how to resolve product non-conformance issues, from triage through escalation.

## Airbag sensor defect escalation {#mco-product-non-conformance-use-case__section_tvk_fc3_q3c}

Alectri receives multiple dealer reports of unexpected airbag warning lights in 2024 Voltar VS vehicles. The quality team must triage, contain affected inventory, and escalate to deeper investigation --- while facing these
challenges:

* Ownership: no clear ownership for initial triage and assignment
* Visibility across network: difficulty identifying all impacted vehicles across the dealer network
* Cost tracking: lack of visibility into containment costs and actions per vehicle
* Asset linkage: no structured link between containment to specific assets
* Escalation path: unclear escalation path to broader quality investigations
{#mco-product-non-conformance-use-case__ul_y2v_hc3_q3c}

## Solution {#mco-product-non-conformance-use-case__section_hs1_w2w_tjc}

Triage and Assignment: James, the quality triager, receives the non-conformance case.

1. Triage and Assign: Quality triager James reviews the dealer report and assigns the case to Sophie, the Product Non-Conformance Case (PNCC) Resolver, with clear accountability.
2. Investigate and Document: Sophie reviews case details, confirms the issue pattern, and identifies 47 impacted vehicles across 12 dealerships.
3. Contain and Track: Sophie creates a containment action (disable system, provide loaner vehicles) and links it to each impacted asset. She records containment costs (quarantine, diagnostics, loaner fees).
4. Correct and Escalate: Sophie applies corrective actions (sensor replacement, firmware updates), closes the case, and escalates to Quality Investigation for cross-functional pattern analysis.

{#mco-product-non-conformance-use-case__ol_fmh_pc3_q3c}

The [Product non-conformance](https://www.servicenow.com/docs/C8VF8b5m1klNslatJ5nzXA "The Agents workspace enables you to create and view product non-conformance cases.") workspace provides guided setup to resolve the issue.

## Benefits {#mco-product-non-conformance-use-case__section_xws_v2w_tjc}

Compare the impact of using the Product Non-Conformance application.  
{#mco-product-non-conformance-use-case__section_xws_v2w_tjc__entry__2}

| Without MCO | With MCO Non-Conformance |
|-|-|
| Unstructured triage; unclear ownership | Guided assignment and accountability from day one |
| Manual tracking of affected vehicles; high error risk | Asset-level traceability with systematic containment linking |
| Cost visibility scattered across systems | Centralized expense tracking per asset and action |
| Ad hoc escalation paths; delayed investigations | Structured escalation to quality investigations with full context |
[Table 1. Non-conformance management benefits]

## Outcome {#mco-product-non-conformance-use-case__section_ppm_v2w_tjc}

James triages with clear ownership. Sophie resolves the airbag issue across 47 impacted vehicles --- documenting containment, repairs, firmware updates, and costs with full audit trail. The structured workflow enables rapid response
while the escalation path ensures broader quality patterns are investigated systematically.
**Related concepts**   

* [Product non-conformance](https://www.servicenow.com/docs/C8VF8b5m1klNslatJ5nzXA "The Agents workspace enables you to create and view product non-conformance cases.")  
**Related tasks**   

* [Report an issue](https://www.servicenow.com/docs/gtJD2poILBqa05Lbz438pw "Create an issue report for the product non-conformance.")