Quality is a key differentiator for business growth. It is every customer’s right and every employee’s responsibility, as well as a shared commitment across every role and function.
We apply this philosophy to each individual customer transaction and to everything that underpins them. Our goal is to be the partner of choice for our customers, understanding their needs and delivering on their expectations in a close collaborative relationship. With this goal, we embrace all the possibilities of cross-functional collaboration to deliver excellence and drive continuous improvement.
Our Quality strategy
Our Quality strategy is anchored in a comprehensive governance model comprising guiding principles, requirements, standards, and procedures that direct quality at both the Group and Business Unit level. The practices required to implement these are set out in our quality management system governance documents, including the management principles, operational requirements, standards, and standard operating procedures.
The theory and practice of our strategy are captured in our Quality Policy and Quality Essentials. Our entire approach supports our purpose and values and is governed by our Code of Business Ethics.
Quality at Group level
Our Quality vision, policy and Group-wide quality management system exist to ensure customer satisfaction, Quality compliance, and Group-wide Quality risk management. Quality requirements in key areas such as supply and procurement, design and innovation, production, distribution, and customer requirements are defined at this level. The Group provides shared expertise in fields such as product protection, digitalization, and any other quality-related topics, benefiting the company as a whole. External certifications such as ISO and FSSC are managed at this level, as is the management of Group key performance indicators.
Quality at Business Unit level
Our Business Units interface directly with our customers and are therefore responsible for managing all customer-related quality activities. The Business Units conduct global activities within their own organization, ensure performance against external certification standards, and manage both Group Quality policies and Quality priorities specific to their own organization.
Together, Group and Business Unit Quality form the Quality Leadership Team, and they oversee and support Quality operations at site level. By means of key cultural transformation initiatives such as the Quality Awards, campaigns and celebrations, we create one quality community that is fully committed to our core quality principles and delivering our ambition to be the partner of choice for our customers.
Our core Quality principles
Our Executive Committee, management and employees are fully committed to our policy and act in accordance with our four principles:
Quality culture: We foster an environment that emphasizes how quality and product protection are every customer’s right and every employee’s responsibility. We strive for operational excellence and zero defects, empower employees to identify and initiate ideas to improve our processes and take action to protect customers and our planet
High standards: We comply with all local and international laws, follow relevant market standards for quality, food and feed safety, fraud, and defense. We maintain pharmaceutical and cosmetic good manufacturing practices and religious business management practices (Halal, Kosher)
Crafted with care: We take pride in creating, manufacturing, and delivering safe products. We use state-of-the-art tools, processes, and an effective integrated end-to-end quality management system to ensure our products and services meet the highest standards
Continuous improvement: We actively seek customer feedback and use this to help us improve. We drive sustainable quality performance by establishing and monitoring measurable quality objectives to improve and prevent quality defects continually. We pursue excellence in execution
Celebrating World Quality Day 2025
For three consecutive years, we have celebrated World Quality Day. The theme for World Quality Day in 2025 was “Cultural Transformation Through Thinking Differently.” We developed this theme to help our colleagues understand how we all have a role in maintaining and improving quality by embracing four essential behavioral elements:
Mindset shift
Empowerment
Innovation in quality
Leadership
The dsm-firmenich Quality Awards 2025
We celebrated our second consecutive dsm-firmenich Quality Awards in 2025. This initiative stimulated great efforts in creative problem-solving, generating 36 entries. The winning sites were Tuas (Singapore), Thirsk (UK), and a combination of premix sites in Latin America.
The winning initiatives demonstrated that consistently keeping quality at front of mind in daily activities can significantly enhance our performance.