Professional Documents
Culture Documents
Quality Module
Quality Module
Quality in Make
Compliance to Specs / Standards
Quality Deliverables
Incidents , Complaints & CRQS
Quality Culture
Capability & Behavior
QUALITY IN UNILEVER
VISION / MISSION
Our Ambition
to ASSURE consumer, shopper, customer delight every product interaction - Product designs that beat competition - Capability and compliance in execution at factory AND throughout the value chain - Trained and motivated people integrated across teams - Continuous Quality improvement activities
Our Mission
QUALITY IN DESIGN
CHANGE MANAGEMENT
Types of Changes
New site / Supplier Hardware Process / Formulation/Pack Quality Norms
- PCP approval in place before start of any new process /packaging/ equipment - Specification, CRQS and standards availability / compliance conformance - Changeover checklist to confirm compliance before undertaking change - First 6 shift or batch production cleared by CQA and R&D
QUALITY IN MAKE
Unilever
Use only approved suppliers
External
Depot and market inspection Complaints trend
QUALITY DELIVERABLES
Category C
- A non-conformance in the market that is unlikely to have a significant impact on the reputation of the Brand or Unilever AND use of or exposure to the product would not cause adverse health consequences - The product is noticeably substandard BUT fit for purpose
Category D
Yes
Yes
Yes
No
Yes
A Incident
B Incident
C Incident
D Incident
- Incidents are categorized as A, B, C, D - Consumer safety (A) incidents are assessed as Acceptable (a) or Unacceptable (u) vs. consumer risk
Potential Consumer safety impact Significant quality or brand impact Minor quality or brand impact Finished good holds in Factory or Distribution Centre (Independent of Disposition) Not meeting standards/specs Losses in factory
A
UEx Visibility Reported in IQIS & Tracked globally
B
C
Visible globally
Waste
QUALITY DELIVERABLES
Consumer complaints / feedback are handled through Levercare are
Lever.care@unilever.com
1800-10-22-221
of course Lever care window is available in each & every HUL product.
Faster Resolution
DELIGHTED
Satisfied Resolution
CONSUMER
COMPLAINTS
Consumers complain examples
Sensorial not as expected low perfume, low taste , low lather etc Reaction on use Skin irritation , Bad odour etc Foreign matter in product Hair, stone, metal etc Packing date Expired product, coding not clear, no coding etc
Compliance to Hygiene
Use of standards minimise occurrence of defects through robust designs and controls
SCORING
Scoring rules are defined for issues scoring and item scoring Red products are not allowed to be released to the market If red products are found in the market place the risk needs to be assessed and a decision if an action is required Red Amber An issue is amber Green An issue is green An issue is red when
its condition will cause consumer, shopper or customer dissatisfaction preventing purchase or re-purchase. This is unacceptable. when its condition does not meet CRQS and is only just acceptable for the consumer, shopper or customer . Amber scores for consumer units will not stop shoppers from buying the product . when its condition fully meets the CRQS.
Scoring rules are defined for issues scoring and item scoring Red products are not allowed to be released to the market If red products are found in the market place the risk needs to be assessed and a decision if an action is required
Red
Amber
Green
CRQS CONT.
Pack defects - examples
QUALITY CULTURE
Capability
Process
Operating parameters control Equipment upkeep and maintenance Measurement accuracy People License to operate Awareness of SOPs operations
BEHAVIOR
Ensure systems / controls are 100% followed
Report abnormality in process , product and take actions Ensure equipment , plant hygiene is maintained
Quality
Q&A