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 utilizes a Three Lines of Defence model for quality risk mitigation
A quality incident rate (QIR*) 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. During 2023 there has been a continued reduction in the QIR reflecting the positive impact of these program.
Examples of excellent performance include the Solar business unit with zero quality incidents during the year.
* 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
The importance of a strong quality culture is emphasized at all levels of the organization. The theme for Quality Day 2024 was “Building a Quality Culture Together” with sites in all regions focused on engaging employees with fun team work activities alongside important discussions including the risk of quality related fraud. The day was also a focal point for a number of Quality Kaizen competitions.