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.

NSG Group has aligned its internal communication and categorization of quality incidents with the approach taken for safety incidents. This is supported by the introduction of quality incident rate (QIR1) metrics at Group level to monitor performance and guide global improvement activities.

The provision of safe and high-quality products and services requires consistent performance across the supply chain. An extensive programme of supplier assessments is utilised to support this goal and all key suppliers are required to sign up to the NSG Group Code of Conduct.

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

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

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