Customer Support – Quality Services

Every manufacturer must ensure their suppliers provide products that are fit for purpose throughout the product lifecycle, from design and development through to supply to the end-user.

Our Quality Services team is responsible for quality-related elements of Customer Inquiries, Customer Communication, and Quality Support for our Customers. These inquiries include Change Notification, Industry Crisis Communication, Quality Agreements, Complaints, and Questionnaires. We partner with our Technical and Customer Services teams to ensure a seamless support network.

Our Customer support is based on our M-Clarity™ program which defines product quality levels.

In addition, our Quality Services team pushes industry standards forward and adds value to our customers by providing superior quality and regulatory services. We also train authorities on specific aspects of our products and exchange with them on the evolution of current and future regulations.

Inquiry Services

Our customers have different regulatory environments, applications, and needs for documentation.

Alongside our products, we provide:

• Certificates of Analysis
• Animal Origin information
• Specification Sheets
• Safety Data Sheet
• Supply Chain Information
• ISO 9001:2015
  
• Site Audits
• Corporate Questionnaires
• Site Quality Self-Assessments
• Quality & Change Notification Agreements

Change Notifications and Quality Agreements

Our Change Notification Commitment (CNC) is a commitment we make to notify a customer based on a pre-determined set of notifiable changes.

Change Notification Commitment (CNC)

Change Notification Commitments are legally binding and transparent in their obligations. The process of enrolling is quick and easy:

• Information needed: catalog number, description and contact information
• The CNC turn-around is from a few days to a few weeks, according to the number of products involved

What are the Advantages of Enrolling into a CNC?

• Customers can guarantee the proper internal contacts are notification
• Process allows customers to receive only the required Change Notifications. Customers can opt-out from unwanted notifications
• Customers can have ALL active part numbers in the agreement, including those in qualification

How do I ask for Change Notification Commitments and Quality Agreements?

Compile a list of your desired products:

• Catalog numbers
• Descriptions

Then provide our customer service an internal contact to receive the Notification(s) (Generic e-mail is preferred, or a minimum of two e-mail addresses are requested in case of a bounce-back)

Additional useful documents about our products:

• Product dating information (PDF)
• Product origin information (PDF)
• Shipping conditions (PDF)