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
G4-PR2, Product and service labelling G4-DMA, G4-PR3, G4-PR4, Compliance G4-DMA (Product responsibility)
GLOBE Quality Monitoring Scheme (QMS)
The GLOBE QMS programme ensures that manufactured
products meet consumer requirements by embedding qualityrelated
control points directly into GLOBE inspection plans.
The concept is based on identifying and controlling those
process steps that significantly impact consumer, food safety
and regulatory requirements, as well as compliance with
internal requirements for the finished products up to the end of
the manufacturing process. This programme also drives
stronger alignment of HACCP and GLOBE inspection plans and
supports the manufacturing excellence strategy of zero waste
by aiming for ‘right first time’ at each inspection point.
An ambitious plan is in place to implement GLOBE QMS for
more than 1062 product category and manufacturing line
combinations – more than 90% of Nestlé’s portfolio – by the
end of 2016. The programme is on track, with 1062 GLOBE
QMS implementations completed midway through 2015.
Quality compliance
Alongside food safety and quality, quality compliance is one
of the three pillars of quality management and has triggered
different initiatives. To facilitate the management of Nestlé
standards, two key initiatives delivered significant results
in 2015:
• The Compliance Tracking Tool is now widely used across
our organisation to ensure implementation of our standards,
with an implementation index of 97% at the end of 2015;
and
• We implemented new practices for management of Nestlé
standards, focusing on what needs to be achieved.
Each factory has an annual quality compliance assessment,
using criteria based on the most important vulnerabilities
identified from incidents and internal audits. By the end of
2015, we achieved the base level for quality compliance in
more than 95% of our sites.
Nestlé Quality Assurance Centres (NQACs)
The NQAC organisation provides state-of-the-art quality
support and laboratory services to markets and GMBs to
comply with Nestlé’s Quality Policy and food safety objectives.
Complementing factory laboratories, the NQAC provides
specific types of services, including food safety and quality
experts, verification and audit, and analytical services. These
deliver the necessary expertise and support to markets and
GMBs in their endeavour to manage quality and food safety,
as well as in their journey to delight customers.
The support and technical assistance provided by NQAC
experts encompasses the diagnosis and resolution of quality
gaps; competence building in food safety and compliance at
all levels within the markets, including on the shop floor;
guidance for implementing the quality and food standards; and
the technical know-how for capacity-building relationships
with external stakeholders.
The creation of the NQACs has enabled the building of
expert networks within operations as a platform for spreading
expertise to markets. We now have 27 NQAC experts globally
to build, share and provide support for microbiology, food
safety, HACCP, thermal processing, hygiene, chemical
contaminants, sensory, packaging, allergens, integrated pest
management, foreign bodies and promotional items.
Similarly, the NQAC Verification and Audit Managers
provide training and support on NQMS and are engaged in
driving the calibration of Quality Compliance (Q-Compliance)
ratings and coordination of expert ad hoc audits at selected
sites. They also support sites and certification bodies for
FSSC 22000/ISO 22000 certifications.
Our laboratories support the markets by providing state-ofthe-art
analytical methods for performing the necessary
quality control checks on raw materials, packaging, finished
products and environmental samples. All our laboratories are
ISO 17025 accredited and everybody is committed to
delivering reliable results to take the right operational
decisions. In addition to analysis, our services support the
market by helping factory laboratories on good laboratory
practices and safety, health and environment aspects, by
approving external laboratories and by doing capacity building
with laboratories used by authorities.
In collaboration with the Nestlé Research Center, NQAC
laboratories are accelerating the introduction of advanced
technologies that will enable us to effectively and rapidly
screen our raw food materials for chemical contaminants
using a targeted multi-screening approach. The 3S for
Laboratories programme is conducted in the spirit of
standardising, simplifying and sharing our laboratory practices,
methods and equipment to improve our efficiency within both
our NQAC and our factory laboratories. Global indicators to
measure the performance in the laboratories, taking into
account quality, safety, delivery, cost and the environment,
are being developed. The project will deliver a common
performance framework for NQACs and factory laboratories
that will be rolled out during 2016.
Product recalls and foreign
bodies elimination
The safety, health and wellbeing of our consumers is our top
priority, and our quality assurance and product safety systems
continue to address the reasons for any product recalls. In
2015, we recalled six products to prevent quality or safety
concerns for our consumers.
The eradication of foreign bodies remains a key quality
priority for Nestlé, as any foreign body complaint has a high
likelihood of becoming a major incident, and could potentially
lead to a public recall. As a consequence, our consumer
feedback tool (PULSE) monitors all foreign body consumer
complaints. Data from PULSE shows a continuing downward
trend in foreign body complaints. At the end of 2015, the data
showed a 4.6% decrease in such complaints from consumers
compared to 2014.
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