---
sourceDocument: Australia Manufacturing
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/manufacturing

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Manufacturing

ft:clusterId :

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bundleId :

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workflow :

    - Customer and Industry


---

# Product quality investigation use case

# Product quality investigation 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 demonstrate when and how to use the Product non-conformance application to create a product quality investigation report. It provides practical examples of common product quality investigation
situations.

## Scenario-Airbag sensor defect investigation {#mco-product-quality-investigation-use-case__section_u1f_mh3_q3c}

This use case is a follow-up use case from Product non-conformance, see [Product non-conformance use case](https://servicenow-prod.fluidtopics.net/fCRfZGQvMA9FizdOLJOIPA "Use case scenarios show how to resolve product non-conformance issues, from triage through escalation.").

Alectri detects airbag sensor defects affecting 2024 Voltar VS vehicles. Quality teams must conduct a comprehensive investigation with cross-functional coordination, structured root cause analysis, and financial governance. Key
challenges include:

The quality investigation team encounters some challenges:

* Communication silos: fragmented communication across engineering, quality, and finance teams
* RCA methodology: lack of structured root cause analysis methodology.
* Cost visibility: missing visibility into total quality costs.
* Approval authority: No clear governance for remediation action approval.
{#mco-product-quality-investigation-use-case__ul_nwm_zj3_q3c}

## Solution {#mco-product-quality-investigation-use-case__section_vqy_bfw_tjc}

Manage the quality investigation through four key workflow phases:

1. Investigate: Able Tutor (Quality Lead) opens the investigation case and creates analysis tasks (sensor calibration, manufacturing process, supplier controls).
2. Analyze: Emily Cooper (Investigation Member) performs 8D analysis with Fishbone methodology to identify root causes and define corrective and preventive actions.
3. Coordinate: Establish RACI roles across Engineering, Supplier Quality, Manufacturing, and Dealer teams. Review impacted assets and create remediation actions.
4. Approve: Finance Lead reviews line-level charges for parts, labor, and process improvements, then approves remediation costs with full traceability.
{#mco-product-quality-investigation-use-case__ol_a52_hk3_q3c}

The [Product quality investigation](https://servicenow-prod.fluidtopics.net/KET0yQ9VaqrCChBXydlCZw "The Agents workspace enables you to create and view product quality investigation cases.") provides real-time visibility into investigation status, root causes, and cost of quality (CoPQ) tracking across all remediation activities.

## Benefits {#mco-product-quality-investigation-use-case__section_ins_bfw_tjc}

Compare the impact of using the Product Quality Investigation application.{#mco-product-quality-investigation-use-case__id_aps_w5t_rjc__entry__2}

| Without MCO | With MCO Quality Investigation |
|-|-|
| Uncoordinated root cause analysis | Structured 8D methodology with Fishbone analysis identifies underlying issues. |
| Scattered corrective actions | Linked corrective and preventive actions with clear ownership and timelines. |
| Hidden quality costs | CoPQ tracking provides visibility across containment, remediation, and prevention activities. |
| Manual approval workflows | Line-level approval authority maintains cost governance and end-to-end traceability. |
[Table 1. Quality investigation benefits]

{#mco-product-quality-investigation-use-case__id_aps_w5t_rjc}

## Outcome {#mco-product-quality-investigation-use-case__section_d4l_bfw_tjc}

Alectri completes the airbag sensor defect investigation with cross-functional coordination and structured analysis. Emily identifies root causes through 8D methodology, develops corrective and preventive actions, and raises a
financial request for remediation. Finance approves line-level charges, maintaining cost governance. The investigation establishes preventive measures and provides end-to-end traceability from root cause identification through
remediation completion.