The Mission
A defense manufacturer faced increasing pressure in non-conformance management. Non-conformance reports (NCRs)* were being created faster than they could be addressed. Meanwhile, rising production volumes added more cases to the large backlog of legacy NCRs. The challenge was not only the number of open reports. The client also lacked clear definitions of processes, roles, and methods, which slowed the handling of current NCRs.
The project therefore had three connected objectives:
- eradicating the backlog of legacy NCRs,
- improving the NCR treatment process, and
- addressing the root causes of non-conformances.
Together, these goals required an approach that could resolve old cases, accelerate current processing, and reduce future recurrences.
*A non-conformance describes a deviation from defined requirements.
The Approach
Our approach followed the logic of the NCR flow itself. First, we stabilized the open cases, then improved how current cases were handled, and finally we reduced the likelihood of the same issues reappearing.
1 | Structure the backlog and clarify ownership
The first step was to create transparency across the existing NCR backlog. Open cases were categorized by issue type and by the reasons they had remained unresolved. This made it possible to distinguish between cases that needed immediate closure, cases that required clearer ownership, and cases that indicated to broader process gaps. In parallel, we clarified responsibilities and escalation paths for current NCRs, so that new cases could move through the process with less ambiguity.
2 | Move from case handling to prevention
Once the backlog and the current process were better structured, the focus shifted to recurring non-conformances. We defined a structured NCR trend analysis methodology and introduced quality methods, including FMEA, to address the systematic issues identified through the analysis. The goal was to create a standardized problem-solving model for repeated NCR patterns, not just resolve individual reports.
3 | Embed the new way of working
To encourage adoption, we provided training to key stakeholders and enabled them to apply the new methods to their daily work. We turned the improved NCR logic into a repeatable operating model by ensuring process compliance, strengthening ways of working, and establishing KPIs for monitoring.
The Result
The project team delivered a streamlined NCR process that covers past, present, and future non-conformances.
Within five months, 58% of all legacy NCRs were eliminated. The median NCR resolution time was reduced by 52%, showing a measurable acceleration of the NCR treatment process. On one product line, 22% of recurring NCRs could be addressed through the investigation and resolution of only two issues.
Beyond individual NCR closure, the project also generated 65 cross-site improvement proposals. This created a broader basis for improving non-conformance management across sites and strengthening the client’s ability to address recurring quality issues in a structured way.
