Nestlé in society Creating Shared Value and meeting our commitments 2015

Nestlé in society:
Creating Shared Value
Nutrition, health
and wellness
Rural development
Water
Environmental
sustainability
Human rights
and compliance
Our
people
Customer health and safety G4-DMA, G4-PR1, FP5, Product and service labelling G4-DMA, G4-PR3, G4-PR4, Compliance G4-DMA (Product responsibility)
Product safety and quality
Food safety is a material issue for Nestlé. Our priority at all stages is the consumer, as represented by the high
standards for safety and quality we set for ourselves. This enables us to build trust, which in turn becomes the
foundation for firm, long-lasting relationships. This trust is a key facet of our business strategy, so we never
compromise on product safety.
Governance and oversight
Each of our markets and globally managed businesses (GMBs)
has its own Quality Team. The team reports directly to the
relevant technical or operations manager, who in turn reports
to the market head or Chief Executive. Our global Quality
department reports to Nestlé’s Head of Quality Management,
who reports to the Chief Operations Officer.
Revising the Nestlé Quality Policy
Our work to ensure food safety, compliance and quality is
guided by the company’s Quality Policy, which seeks to further
enhance consumer trust and satisfaction with all our brands,
products and services. This trust is built through:
• Guaranteeing food safety and full compliance by respecting
our policies, principles and standards;
• Ensuring preference and consistency to value what they
value and offering products, systems and services that
always meet or exceed their expectations;
• Striving for zero defects and no waste by constantly looking
for opportunities to apply our continuous improvement
approach to deliver competitive advantage; and
• Engaging everybody’s commitment across our complete
value chain and at all levels of our organisation.
Released in 2014, our revised Quality Policy has been fully
deployed and embedded in our ways to work.
Culture of Quality Survey
As the quality of Nestlé products and services depends on
everybody’s commitment, a Culture of Quality Survey was
organised with the CEB Quality Leadership Council in May
2015. Even though participation was voluntary, we gained
insights from more than 30 Nestlé markets and businesses
with responses from 62 226 employees across all functions,
hierarchical levels and years of service. Although the
aggregated results show Nestlé’s Culture of Quality to be in
the top 20% of companies using the CEB external benchmark,
opportunities are being identified for further improvements.
Monitoring and compliance
Nestlé Quality Management System
Our Quality Policy is implemented through our Nestlé Quality
Management System (NQMS), which covers all Nestlé
products. The NQMS encompasses essential elements, such
as good manufacturing practices, hazard analysis and critical
control points (HACCP), and traceability, together with new
requirements and initiatives across the whole value chain. It
lays out the basic principles for the management of quality
through allocating clear responsibilities to process owners of
the value chain, aligning the Food Safety Management System
with FSSC 22000/ISO 22000, and driving continuous
improvement through the elimination of defects and waste.
The implementation of NQMS is formally certified by
independent third-party certification bodies. To date, of the
702 Nestlé units (unit = factory, R&D, head office and Nestlé
Quality Assurance Centre (NQAC) labs) 91% have received
NQMS certification. In 2015, we trained 500 leaders on their
responsibilities for quality, across all operations and R&D
functions.
In addition, our Food Safety Management System is
certified against the FSSC 22000/ISO 22000 food safety
certification standards. In 2015, 92% of our manufacturing and
R&D sites were certified by ISO/FSSC 22000.
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