Quality Module
Quality as a Growth Enabler
QUALITY EXECUTION IN FACTORIES
Quality in Unilever
Vision / Mission
Quality in Design / Change
Change management
Quality in Make
Compliance to Specs / Standards
Quality Deliverables
Incidents , Complaints & CRQS
Quality Culture
Capability & Behavior
QUALITY IN UNILEVER
VISION / MISSION
Superior Products everywhere, every day by everyone
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
Instruments for changes
Audit and Approval Modification note / Capex proposal / PCP Trials / Specs & standards / PCP SOPs
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
QUALITY IN MAKE
COMPLIANCE TO SPECS / STANDARDS 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 , Batch time Use Consumer relevant quality standards for defects Use standards for clearing sensorial -Taste / color / perfume
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
QUALITY DELIVERABLES
INCIDENTS , COMPLAINTS & CRQS
DEFINITIONS : A Quality non-conformance is a situation where a Unilever organisation has produced and/or distributed products (including promotional items) or services/information that do not meet Unilever quality standards A Quality Incident is a Quality non-conformance that may endanger consumer health and/or Unilevers corporate or brand reputation Category A Category B
- A non-conformance in the market that relates to a potential consumer safety hazard. Use of or exposure to the product/information could cause adverse health consequences - A non-conformance in the market that could have significant impact on Unilevers Brand or corporate reputation but use of or exposure to the product would not cause adverse health consequences. - The product is noticeably substandard AND not fit for purpose - Non-conforming finished products in Unilever control and placed on hold as they cannot be released to normal stock
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
QUALITY INCIDENT - CATEGORIZATION
Product nonconformance vs. standards? Is affected product in UL control?
Yes
No No consumer safety hazard Non-conformance only
Yes
Is there a potential consumer safety hazard?
Is the product fit for purpose?
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
QUALITY INCIDENT - PYRAMID
Incident Category
In the Market place / Public domain
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
Within Unilever Control
Tracked in all factories as % and absolute # events
Visible globally
Waste
Tracked as part of ME KPIs
QUALITY DELIVERABLES
Consumer complaints / feedback are handled through Levercare are
on our products. Lever care give a proper resolution. Accessible by
[Link]@[Link]
1800-10-22-221
PO Box no 14760, Mumbai-400099.
of course Lever care window is available in each & every HUL product.
LEVER CARE ENSURES .
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
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
WHAT IS CRQS - CONSUMER & CUSTOMER RELEVANT QUALITY STANDARDS?
CRQS standards are the minimum consumer perceived standards 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
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
An item is red when at least one issue scores red.
Amber
An item is amber when at least one issue scores amber
Green
An item is green when all its issues score green
STANDARDS FOR ALL PRODUCTS
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
QUALITY CULTURE
Capability
Process
CAPABILITY & BEHAVIOR
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
BEHAVIOR
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
SHARE YOUR UNITS QUALITY DETAILS
Quality
Strive to Deliver unbeatable product quality
Q&A
