Our organization places a strong emphasis on continuous improvement and quality control. 

We have implemented a standard process, such as TQM, Lean, or Six Sigma.

Our HR job competency matrix is closely linked to this process, ensuring that all employees have the necessary training and skills to contribute to quality improvement efforts. 

We ensure that all non-conformance issues are properly reported, tracked, and followed up on (Litmus test: check whether in plants behind every non-conformance report, there is a distinctive action and a follow-up is done with clear metrics)

We also run an employee suggestion process that specifically focuses on perceived customer quality.

We believe in the accuracy and transparency of our quality reporting, which is designed to be customer-focused and avoid "watermelon reporting" (green on the surface but red inside). 

Our quality policy is regularly updated to reflect changes in digitalization, ESG, and triple bottom line focus. 

The leader of our quality and continuous improvement efforts reports directly to the CEO/COO 

Our team measures the speed between customer complaints and our ability to provide a fix, not just the response time. 

We also measure customer satisfaction using metrics such as Net Promoter Score and make sure to keep the input conditions (customers, products, time) stable year to year when measuring customer satisfaction - to get true results on a stable data basis.