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.

Figure 1. Quality management implementation

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