Ambition
We aim to deliver quality and food safety above and beyond the expectations of customers, consumers and the authorities at all times. As a supplier to the infant nutrition sector, the youngest, most vulnerable consumers define the quality of all our products for the food industry.
Priority actions
The second wave of our Quality & Food Safety (Q&FS) strategy is now complete. In 2023, we will commence our third-wave activities, aimed at strengthening customer engagement.
Priority actions include:
- Continuing the development of our Q&FS culture.
- Reviewing digital solutions for quality management and exploring new options.
- Ensuring that we deliver our quality promise in accordance with customer needs.
Progress
Since 2017, our Q&FS strategy has focused on strengthening our quality and compliance organisation. The number of people working in our quality departments has almost doubled during this time.
Against this backdrop, our most recent customer survey from 2021 shows a continuing improvement in customer perceptions of product quality. The next customer survey will take place in spring 2023.
In February, we introduced a new complaints system, which now registers complaints per order – under the previous system, several orders could be included in one complaint. The system has also gained a fourth complaint category, which covers errors in the documentation dispatched with each delivery.
Consequently, we have seen an increase in overall complaints in 2023. While product related complaints also went up for this reason, the general trend is still downward, in line with what we have seen since the introduction of our Q&FS strategy in 2017. ARINCO is included in our 2022 complaints performance data for the first time.
Our Quality & Food Safety strategy
Product quality
Impact
On society
Any food safety issue with our ingredients is a risk to consumer health – including the health of infants, the elderly and those on special clinical diets.
On Arla Foods Ingredients
It only takes one food safety incident to damage our reputation and lose the trust of our customers. At the same time, we are keen to avoid quality issues caused by inefficient production and which lead to raw material waste.
On Sustainable Development Goals
