quality module[2]

7/28/2019 Quality Module[2]

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Quality Module

Quality as a Growth Enabler


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Quality in Design / Change

Change management

Quality in Make

Compliance to Specs / Standards

Quality Deliverables

Incidents , Complaints & CRQS

Quality Culture

Capability & Behavior

Quality in UnileverVision / Mission

QUALITY EXECUTION IN FACTORIES


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- Product designs that beat competition

- Capability and compliance in execution at factory AND throughout thevalue chain

- Trained and motivated people integrated across teams

- Continuous Quality improvement activities

Our Mission

to ASSURE consumer, shopper,customer delight every productinteraction

Our AmbitionSuperior Products everywhere,

every day by everyone

QUALITY IN UNILEVERVISION / MISSION


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QUALITY IN DESIGNCHANGE MANAGEMENT

Types of Changes Instruments for changes

New site / Supplier Audit and Approval

Hardware Modification note / Capex proposal / PCP

Process / Formulation/Pack Trials / Specs & standards / PCP

Quality Norms SOPs


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WHAT TO BE FOLLOWED IN FACTORY ?

- 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


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What are the requirements? Statutory

Foods safety & standards act requirement (FSSA)

Cosmetic act requirements(FDA )

Packing commodity regulation order(PCRO )

Unilever

Use only approved suppliers

Use only Standard Specifications in Interspecs for RM /PM /FG

Use Process specification for operation control Temperature , Batchtime

Use Consumer relevant quality standards for defects

Use standards for clearing sensorial -Taste / color / perfume

QUALITY IN MAKECOMPLIANCE TO SPECS / STANDARDS


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HOW COMPLIANCES ARE CHECKED

Internal

Incoming material quality , storage norms , traceability

Batch sheet , Operator logs and Process audit

Online Gages, Indicators & fool proof interlocks

Lab analysis , sensorial panel & quality control checks

FG Acceptable quality level sampling (AQL) for CRQS /PCRO checks

Compliance to HH checklist

External Depot and market inspection

Complaints trend


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DEFINITIONS :

A Quality non-conformance is a situation where a Unilever organisation has produced and/ordistributed products (including promotional items) or services/information that do notmeet Unilever quality standards

A Quality Incident is a Quality non-conformance that may endanger consumer health and/orUnilevers corporate or brand reputation

Category A- A non-conformance in the market that relatesto a potential consumer safety hazard.Use of or exposure to the product/informationcould cause adverse health consequences

Category C- A non-conformance in the market that isunlikely to have a significant impact on thereputation of the Brand or Unilever AND use ofor exposure to the product would not causeadverse health consequences

- The product is noticeably substandardBUT fit for purpose

Category D- Non-conforming finished products inUnilever control and placed on hold asthey cannot be released to normal stock

Category B- A non-conformance in the market that couldhave significant impact on Unilevers Brand

or corporate reputation but use of or exposureto the product would not cause adverse healthconsequences.- The product is noticeably substandardAND not fit for purpose

QUALITY DELIVERABLESINCIDENTS , COMPLAINTS & CRQS


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QUALITY INCIDENT - CATEGORIZATION

Is affectedproduct

in UL control?

Is there a

potentialconsumer safetyhazard?

Is the product fitfor purpose?

No Yes

Yes No consumer safety hazard

Non-conformance only

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

Product non-

conformance vs.standards? Yes


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QUALITY INCIDENT - PYRAMID

PotentialConsumer

safety impact

Significant quality

or brand impact

Minor quality orbrand impact

Finished good

holds in Factory or DistributionCentre(Independent of Disposition)

Not meeting standards/specsLosses in factory

A

B

D

C

In theMarket place

/ Publicdomain

WithinUnileverControl

Waste

Tracked in allfactories as % and

absolute # events

Tracked as partof ME KPIs

Incident Category

Visibleglobally

UExVisibility

Reportedin IQIS &Trackedglobally


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Consumer complaints / feedback are handled through Levercare are

on our products. Lever care give a proper resolution.

Accessible by

[email protected] PO Box no 14760,Mumbai-400099.

1800-10-22-221

of course Lever care window is available in each & every HUL product.

QUALITY DELIVERABLES
mailto:[email protected]:[email protected]


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Faster

Resolution

SatisfiedResolution

DELIGHTED

CONSUMER

LEVER CARE ENSURES .


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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

Texture Lumps , fines etc

Compliance -- Weight, fill level etc

Marketing Availability, price etc

What to be done in factories

Compliance to specification

Compliance to batch sheet

Compliance to checks and corrective action

Compliance to Hygiene


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WHAT IS CRQS - CONSUMER & CUSTOMERRELEVANT QUALITY STANDARDS?

CRQS standards are the minimum consumer perceivedstandards that

are expected by shoppers, consumers and customers when they buy,

receive and use / consume our products.

Use of standards minimise occurrence of defects through robust designs

and controls

Assessments in the extended Supply Chain to assess / verify compliance


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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 requiredAn issue is red when

its condition will

cause consumer,

shopper or customer

dissatisfactionpreventing purchase

or re-purchase. This

is unacceptable.

Red An issue is amberwhen its condition

does not meet CRQS

and is only just

acceptable for theconsumer, shopper

or customer . Amber

scores for consumerunits will not stop

shoppers from

buying the product .

Amber An issue is greenwhen its condition

fully meets the

CRQS.

Green

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


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STANDARDS FOR ALL PRODUCTS


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CRQS CONT.

Pack defects - examples Coding -- No coding , wrong coding , illegible coding etc

Print - Color not matching , dull , faded etc

Damage Dents , scuff , tear etc

Seal Open , over heated , holes etc

Product defects examples

Appearance Color not standard , white patches , unmixed particles etc

Foreign matter Dirt , thread , black specs etc

Damage Dents , cracking etc

What to be done in factories?

Operating parameter control

Machine control

Constant monitoring and corrective action


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QUALITY CULTURECAPABILITY & BEHAVIOR

Capability

Process

Operating parameters control

Equipment upkeep and maintenance

Measurement accuracy

People

License to operate

Awareness of SOPs operations Awareness of Quality -- Standards , Specifications

Awareness of Corrective and preventive action


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Ensure systems / controls are 100% followed Report abnormality in process , product and take actions

Ensure equipment , plant hygiene is maintained

Comply to personal hygiene standard

Think how to improve quality and provide suggestions

Share learning's to others through OPL

Undertake small improvement quality projects through circles

Ensure no possibility of foreign matter ingress in product

Always upkeep consumer and customer requirements

BEHAVIOR


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SHARE YOUR UNITS QUALITY DETAILS

Quality


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Strive to Deliver unbeatable product quality


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Q&A

quality module[2]

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