Three Lines of Defence
Three Lines of Consistent customer satisfaction is an important foundation for the delivery of Safe and High-Quality Products and Services.
Product quality failure is one of strategic risks for the Group and taking into account quality assurance failures in the external environment we have updated our existing quality management approach by the adoption of a Three Lines of Defence Model (TLoD) for quality assurance.
Our quality organization based within the Strategic Business Units continues to provide a dynamic, robust 1st Line of Defence with independent assurance via external audit of management systems according to ISO9001 and/or IATF 16949. This forms the foundation of Safe and High-Quality Products*.
To reinforce this foundation, we have introduced a 2nd Line of Defence within our Manufacturing Excellence team to provide additional monitoring and create Group wide standards in key areas of risk.
Our Group Internal Audit team provides a 3rd Line of Defence focusing on risk based audits of Group quality standards.
Three Lines of Defence Model for Quality Assurance
*We apply the same high standards to our suppliers as to ourselves, through structured supplier assessment covering a wide range of topics and including application of a Supplier Code of Conduct (SCoC), further details are found on “Supplier Code of Conduct”. Supplier performance monitoring systems are implemented and any issues impacting on quality are rigorously investigated.
Example: Quality Incident Communication
We have introduced new Group wide standards for the communication and investigation of significant quality incidents with a clear procedure for the escalation of new quality issues through the organization. According to this new standard we have started to gather data regarding the number of quality incidents in each Strategic Business Unit based on a standardized definition, with the aim to achieve year-on-year improvements.
Example: Ethical Dilemmas
We have updated our Ethical Dilemma database with new examples relating to product quality to provide a clear message throughout the organization that every NSG employee must always uphold the highest standards when dealing with quality assurance.
Ethical Dilemma Example
You realize a colleague has adjusted some details on a Certificate of Conformity supplied to the customer. The product is fit for purpose but the manufacturing date has been adjusted on the certificate as it was slightly outside of a shelf-life limit agreed with the customer.
Falsification of details on data provided to customer is never acceptable. This should be reported to your manager.