Page 79 - ABFRL SUSTAINABILITY REPORT 2016-17

ABFRL
SUSTAINABILITY
REPORT /

QUALITY ASSURANCE FOR PRODUCTS, CUSTOMER
SERVICES AND PROCESSES
CENTRICITY
We follow a systematic approach that ensures
consumers receive superior quality products through
the new product development process. Quality We believe that customer-centricity is
assurance is in-built in every process either in the form important to long-term business
of validation or critical checkpoints at each stages.
sustainability. Hence, we strive to ensure
To ensure quality, internationally accepted and that customer complaints, if any, are
recognised systems like 4 point system and AQL (MIL
STD 105E) are used. In some cases, we are pioneers in appropriately and promptly addressed.
developing our own methods such as PRAC scoring to On several occasions, we have also gone
evaluate the quality from consumer's perspective and
QIN (Quality Index Number) for manufacturing beyond the required response to ensure
outgoing quality. our consumers' needs were fully satisfied.
An independent team of quality auditors are responsible
for quality system management and control in all areas
of value chain. Audits are conducted at various stages CUSTOMER HEALTH & SAFETY
from proto development to retail. Process audit of the We want that our products not only create the latest
vendors are done in a systematic manner and score card fashion trends but also ensure the health and safety
for every vendor is prepared to monitor trends and to of our customers. Safety is inbuilt in our products
improve the competency level of the vendors.
right from the design stage. Enumerated below are a
couple of our initiatives.
Continuous Quality Improvement
MISSION HAPPINESS
To continually improve the quality management
system, the organisation has established processes to Mission Happiness was launched to deliver a positive
describe the use of quality policy, objectives, analysis and uniform customer experience across all outlets.
of data, corrective and preventive actions, and Through an electronic interface, the consumer can
management review meeting records, which will help provide a detailed feedback and rate their in-store
initiate continual improvement activity across the experience. This feedback is rigorously monitored,
organisation. and training is imparted to the employees to decode
Improvement projects are carried out in various areas and respond to it. It is supported by CRM initiatives
including product, process and service improvements. such as loyalty cards, complaint resolution
Cross-functional teams are formed in collaboration with mechanism and training of retail sales sta .
manufacturing, sourcing, product, technical, retail, For more information on this initative, please refer to the
quality and other relevant functions. Stakeholder Engagement section pg 83

RESTRICTED SUBSTANCES LIST
The product integrity programme takes a proactive
approach in managing product safety, ensuring Mission
regulatory compliance and satisfying customer Happiness is
requirements on product quality and safety assurance. Our Agent for
Transformation in
We focus continuously on addressing the Driving Consumer
environmental, health, safety and resource impacts of Centricity
chemical and product manufacturing, use and disposal.
The product integrity team further evaluates product
safety, quality and environmental impact throughout
the stages of many new product developments.
We expect suppliers to conform to our Restricted PRODUCT AND SERVICE LABELLING
Substances List (RSL), which outlines chemical
substances that are banned from use in our products, In addition to the requirements mandated by local
as well as chemical concentration limits to avoid health laws, all product labels also include information on raw
hazards, harm to the environment and negative impact materials utilised. Further, instructions for wash and
on the quality or performance of our products. care are included to maintain durability of the products.

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