Nestlé Quality Management System
To gain consumer trust we need to manage all aspects that influence the quality of our products. Our Quality Management System ensures that we can deliver on our commitment to quality and food safety. Our Quality Management System encompasses our systems for food safety and our requirements for quality compliance, including compliance with all regulatory and legal requirements.
Good manufacturing practices: We apply internationally recognised Good Manufacturing Practices (GMP) to ensure quality and food safety. GMP addresses all aspects of manufacturing, including design of equipment, standard operating procedures, people management and training, machine maintenance, and handling of materials.
Hazard Analysis and Critical Control Points: We use the internationally recognised HACCP system to ensure food safety. This is a systematic approach for managing food safety covering the entire food production process from raw materials to distribution. It identifies food safety hazards (e.g. chemical or microbiological contaminants) and defines the appropriate measure to control the hazard, with a focus on prevention.
Traceability: Our traceability system follows the ‘one step up- one step down’ principle. We know and have approved the suppliers for all our raw materials and packaging materials. Equally we keep records of which product we have sold to which customer.
Compliance to our Quality Management System is certified by independent Certification Bodies. The same applies to the Food Safety Management system, which is certified against the public standard ISO 22000, FSCC 22000.
93% of our sites are certified for NQMS, which corresponds to 657 sites. The compliance rate for these 657 certified sites for NQMS is 100%.
Governance and oversight
The quality assurance and food safety system is an integral part of our Corporate Business Principles, which are endorsed by our Chairman and CEO.
The quality organisation in our countries of operation and globally managed businesses report through the Technical or Operations Manager to the Market Head and business CEO. Functionally, the quality organisation reports to our Head of Quality management who reports to the Chief Operations Officer.
We strongly believe that quality starts with the behaviour of each of our employees. We optimise compliance with our quality procedures by enabling operators to exchange feedback about behaviours that are critical to quality.
We’ve implemented a system for the global sharing of learning from quality incidents to prevent these from recurring. This support in developing positive behaviours is re-enforced on the shop floor to prevent quality and safety issues.
Our worldwide consumer services organisation ensures that we can immediately respond to any consumer or trade complaints and can take any corrective action without delay. Almost all our branded products carry an invitation to the consumer to ‘talk to Nestlé’. Addresses or phone numbers are printed on every label.