Quality for life Commitment to customer peace of mind

Quality for life Commitment to customer peace of mind.

Quality is undoubtedly the most important factor for
manufacturers looking to source ingredients for the
functional foods and nutraceuticals markets. For
suppliers to prosper in this competitive industry, they
must be able to clarify and substantiate their quality promise to
ensure customer satisfaction and peace of mind.
In light of this, DSM Nutritional Products models its approach
around the customer, basing its commitment to quality around
four priorities: quality, reliability, traceability and sustainability.
Together they form the company’s Quality for Life™ seal. Here,
Anthony Hehir, Global Marketing Manager at DSM Nutritional
Products, discusses the four pillars, and why they are vital for a
successful and profitable business.
Quality is key
As health and nutritional ingredients are micro ingredients,
suppliers must be aware that the impact of product quality
on customers is acute. Only one kilogram of vitamin A, for
example, makes its way into to the production of 400,000
– 1,000,000 cereal bars or eight metric tonnes of infant formula,
reaching a minimum of 9,000 infants. As such, it is imperative
that products are rigorously tested. Such high standards can
only be assured by companies aware of the processes at all
stages of the supply chain. As the world’s only fully integrated
vitamin, nutrient and premix provider, DSM Nutritional Products
plays a committed role in all its activities in order to safeguard
product quality.
For suppliers, quality assurance should be a core part of
their business model. Multilayered quality management
systems should be implemented so that quality remains a
priority throughout production. DSM Nutritional Products has
developed a pyramidal system. Its foundations are rooted in
the official regulations that allow the company to operate and
the international standards that govern the company’s activity.
Nutritional ingredient manufacturing sites are ISO 9001:2000
certified on a worldwide basis, and all regulations pertaining to
the different product categories in which the company operates.
This base is strengthened by DSM Nutritional Products internal
quality management, which encompasses process validation,
recall processes and complaint management. Finally, it finds its
pinnacle in the services the company provides and the quality
and performance of the products manufactured.
Reliability guaranteed
Every ingredient manufacturer knows that customer trust is
key to a successful and profitable business. Being a reliable
supplier is vital in gaining and maintaining this trust and
customers rightly demand impeccable reliability of product and
service as standard. Nowhere is reliability more important than
in the health and nutrition industry, where the margin for error is
miniscule. Internationally, suppliers must operate within national
and international guidelines to ensure customer peace of mind.
DSM Nutritional Products has gone further than simply adhering
to external guidelines, by implementing a number of strict
internal controls via QA (Quality Assurance) and SHE (Safety,
Health and Environmental) Management. These precautions
serve to complement measures already put in place by external
bodies and ensure that reliability is ensured on every possible
06 nutraceuticals now nutraceuticals now 07
Quality for life
Commitment to
customer peace
of mind
by Charlotte Frederiksen
In the nutrition industry, the health benefits of ingredients are
also of importance. The viability of any health claims must be
scientifically substantiated to create credible products trusted
by consumers. In the European market, DSM Nutritional
Products is uniquely positioned to offer solutions in line with the
European Food Safety Authority’s (EFSA) stringent guidelines,
having received positive opinions for the health benefits of a
number of its ingredients.
When it comes to reliability, there is high demand for the
expertise of a global business paired with the reliability of a
locally operating company. Sales and support teams as well as
production facilities on all five continents maximises use of local
expertise and knowledge of cultural practice to successfully
manage a global business, with the logistics of a local one.
Delivering a high quality and effective end product is an
important requirement, but if the service that surrounds the
product is not reliable or professional, then suppliers are not
fulfilling their duty to the customer. Industry wide, traceability is
becoming recognised as an extremely important requirement. It
is therefore the duty of suppliers to be able to track ingredients
at every stage of the supply chain. DSM Nutritional Products
achieves this, by using a complex IT system to effectively
trace ingredients originating from sites all over the world. In
the very rare case that a product has to be recalled, measures
are in place to deal with the situation quickly, efficiently and
professionally. Mock product recalls are carried out on a regular
basis, and a recall team are on call 24 hours per day, 7 days per
week, so disruption to our customers’ product development and
supply is minimal. Furthermore, since DSM Nutritional Products
is the only fully integrated vitamin and health ingredient supplier,
customers can be assured of an extremely high and far-reaching
level of control, guaranteeing control at every stage of the
supply chain.
Sustainability – people, profit, planet
Nowadays, customers are looking for suppliers who offer high
quality health and nutrition ingredients in line with an impressive
and living sustainability policy. Sustainable measures are a
core part of our business, with the board taking sustainability
factors as a key performance indicator. For many people,
sustainability relates purely to environmental concerns, but for
DSM Nutritional Products, a company consistently amongst the
leaders on the Dow Jones sustainability index, it also has an
important humanitarian aspect.
Royal DSM’s CEO, Feike Sijbesma links the company’s success
with its humanitarian efforts, saying: “We cannot be successful,
nor can we call ourselves successful in a society that fails.”
Food and nutrition industry specialists have a duty to address
the pressing issue of world hunger. DSM, for example, commits
time and expertise to humanitarian programmes, including
a number of projects to combat micronutrient deficiency or
‘hidden hunger’.
One such project is the NutriRice innovation, which uses
recomposed vitamin and mineral enriched rice kernels to deliver
the added micronutrients to end consumers, thus helping to
reduce hidden hunger in countries where rice makes up a large
proportion of the staple diet. These projects are an example
of how corporate social responsibility is essential to success
in today’s health and nutrition industry. In 2009, the groundbreaking
programme won a GAIN (Global Alliance for Improved
Nutrition) award for innovation, an example of how commercial
expertise can be applied to humanitarian initiatives.
GAIN is not the only organisation to have noted DSM Nutritional
Products humanitarian efforts. The company was recognised
by the United Nations at this year’s ‘World Business and
Development Awards’ for its commitment to the attainment
of the UNs Millennium Development Goals (MDGs). At the
ceremony, the nutrition specialist was commended for its
innovative and targeted solutions which are specifically
designed to meet the requirements of those in the developing
world suffering from hidden hunger (micronutrient deficiencies).
The hard work, however, is far from over. As a company that
is renowned for going above and beyond, DSM Nutritional
Products is aware that its commitment to humanitarian
initiatives must continue if extreme world hunger and poverty
are to be eradicated by the 2015 deadline.
Environmental measures, too, are crucial for forward thinking
companies keen to ensure long-term prosperity in the
nutraceuticals market. One of the most important ways a
business can reduce its carbon footprint is by reducing waste
emissions. Between 2005 and 2009, DSM Nutritional Products
lowered emissions to water by an impressive 14,000 tonnes,
from 21,700 tonnes per year to 7,700 tonnes per year. With
commitment to sustainability and customer satisfaction in mind,
targets should simply be a guideline rather than absolute. By
2010, the target for dust reduction was 75 per cent and 90 per
cent was attained. To maintain its industry leading position in
sustainability, the company must exceed our targets for next
year and beyond.
Environmental responsibility is about much more than simply
reducing emissions. Companies with a wider responsibility to
the environment must have a level of contact with environmental
agencies to ensure that the most effective action is taken. The
Carbon Trust recently recognised DSM Nutritional Products
commitment to protecting the planet, by making it one of the
first 12 ‘pathfinder’ companies. In addition to this achievement,
the Dalry processing plant in Scotland has been awarded
Carbon Trust Standard certification. DSM Nutritional Products
environmental activity is not just skin-deep, but part of a wider
global effort devoted to environmental protection.
For many years, DSM Nutritional Products has viewed quality
as much more than a safe, effective and reliable end-product. It
is more than systems, human resources and investment. It is a
commitment and a mindset created over decades of business in
the nutrition industry. DSM Nutritional Products’ commitment to
the four pillars of quality, reliability, traceability and sustainability
is proof that a high quality product and service for the customer
is, and will always be, the foundation of