Consistent Customer Satisfaction

As a foundation for achieving consistent customer satisfaction and as the 1st Line of Defence against our product quality risk NSG Group operates with management systems certified according to ISO9001: 2015 and IATF 16949 in all Strategic Business Units. NSG management systems are reviewed through a range of external and internal audits.

Our Manufacturing Excellence team provides a 2nd Line of Defence with additional monitoring of quality topics and creation of Group wide standards in key areas of risk. NSG Group Internal Audit team acts as a 3rd Line of Defence focusing on risk-based audits of Group quality standards (Figure1).

Fig.1 NSG utilises a Three Lines of Defence model for quality risk mitigation

A quality incident rate (QIR1) for the Group has been monitored since FY2022/3, incidents are classified by severity in a way that is aligned with the approach taken for safety incidents. A positive trend with a reducing rate of incidents has been seen reflecting the strong focus on the Pass Only Good Glass initiative and Lessons Learned dissemination. During the past year there were no "S-Level" (most severe category) quality incidents within both the Automotive and Technical Glass SBUs.

1 A measure of the occurrence of quality incidents affecting external customers with financial impact > 0.01 Oku as a ratio of sales

Group Quality Day

For the first time in 2022 there was a whole Group celebration of World Quality Day together.

Sites across all regions and SBUs took part organising a range of activities involving employees, customers and other stakeholders.

The theme of the day was “Quality Conscience: doing the right thing” and following on from the day a regular series of new quality based ethical dilemmas are being communicated and discussed throughout the organisation.

Quality Focused Gemba Walk Activities

Quality Based Ethical Dilemma Discussions

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