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

Lever.care@unilever.com

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