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Ethics and Excellence Excellence in Quality

Firmenich drives customer satisfaction and success through products and services that exceed expectations. The quality of our ingredient, flavor, and fragrance products is integrated throughout their design, commercialization, and production.

Quality is part of the Firmenich brand and we have a long history of outstanding product quality. An essential goal of corporate sustainability is ensuring that our customers are provided with the quality they expect. For that, we have developed a robust reporting system to accumulate and evaluate our quality statistics.
In FY16, Firmenich continued our efforts to achieve best-in-class product quality performance. We improved product quality around the world by strengthening our quality control and analytical capabilities from sourcing to final product, working closely with our flavor, perfumery and ingredient-manufacturing partners and focusing on defect prevention. We achieved a Customer Quality Index (CQI) of less than 1.4 product defects per 1,000 sales order lines (an improvement of 21% since FY13) and delivered 99.8% of customer sales orders defect-free. Our performance proves our commitment to make considerable quality capital investments (CHF 6.59 million), leverage our expertise and expand strategic resources around the world. Highlights include:
• Development of a new operating blueprint for LEAN quality control
• Expansion of corporate quality and regulatory analytical testing laboratory capabilities
• Additional advanced analytical capabilities
• Upgraded manufacturing facilities in areas of food safety, sanitation and product safety

Looking forward, we have set an objective to further improve and achieve a sustainable quality performance of no greater than one product defect per 1,000 sales order lines shipped (99.9% defect-free) by 2020.

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