Nestle prioritizes quality and consumer satisfaction through various internal systems. Their quality management system ensures high standards worldwide while accounting for local tastes. Nestle also has the world's largest private R&D department with 5000 employees developing products using techniques like quality by design. Additional efforts include training street food vendors in hygiene and the Nestle Food Safety Institute in India which engages stakeholders to support food safety. Consumer feedback is also welcomed through Nestle's Tell Us system to continuously improve products and services.

1. Nestle

2. Structure of Nestle Quality System:-
Meeting Consumer’s expectation with
healthy, tasty products
Internal
Quality
Management
System
World’s largest
private R & D
Dept.
Trained street
food vendors
Consumer
feedback
system

3. Consumers are the main priority of Nestle. All their quality system works to
provide better, tastier and healthier products to consumer. We will discuss
here about some departments of Nestle on which the quality of Nestle
products depends. These are : -
• Internal Quality management system & their functions
• R & D dept. of Nestle
• NFSI
• Street vendors training program
• Consumer feedback process

4. Internal Quality Management System & their functions
• QMS guarantees food safety with quality standards world wide.
• QMS is audited & verified by independent certification bodies as per ISO
standards, norms, laws & regulatory requirements.
• QMS goals are :-
 Enhance the quality of consumers lives every day.
Offering tastier & healthier products world wide.
 Works with motto “good food, good life.”
 Ensuring consumer safe & high standard products.
• QMS ensures same quality standard world wide but not the same
product, as Nestle gives values to consumers in basis of their localities,
regions, food habits, tastes, religion & cultural background.
•Products vary zone wise in composition, recipe, packaging & branding.

5. Nestle Quality Policy
• Build trust by offering products & services that match consumer
expectation and preference.
• Comply with all internal and external food safety, regulatory and quality
requirement.
• Gain a zero defect, no waste attitude by everyone in our company
• Make quality a group wide objective.

6. How to produce good quality products
 From Farm to Fork :- QMS starts on farms, not only ensure high quality
raw material, also enables farmers to protect or even increase their income.
 Quality by Design :- Nestle R & D network applies “ Quality by Design”
motto to all products.
 Good Manufacturing Practice (GMP) :- Nestle apply GMP to ensure
quality and food safety. GMP covers all aspects from manufacturing, SOP,
people management & training, equipment maintenance, handling of
materials.
 Hazard Analysis & Critical Control Points :- Nestle applies HACCP
(Hazard Analysis & Critical Control Point) system to ensure food safety.
HACCP identifies, evaluates, controls hazards that are significant for food
safety. HACCP covers from raw materials to distribution and consumption.

7. R & D dept. and their functions
• Nestle has world’s largest private food & nutrition research organization.
• 5000 people working in R & D dept. world wide in 30 facilities.
•Consists of scientists, engineers, nutritionists, designers, regulatory
specialists and consumer care representatives.
•R & D in India is a part of Nestle global R & D network, supports world
wide product development and manufacturing excellence for Noodles.
• New R & D center in Manesar helps Nestle South Asia Region with a
greater “ regional consumer” focus.
•R & D dept. in India enhance s Nestle spirit towards developing winning
concepts, suited to local customer, brings out local concepts to provide
“affordable nutrition, health & wellness.”

8. Role of R & D dept. in Quality and safety
• An early warning network, which identifies and helps prevent
potentials safety issues.
• A microbiological safety network that provides fast and reliable
microbiology safety assessments.
• An analytical methods network to develop and improve analytical
standards.
• A global analytical laboratories network. Nestle has 25 regional
testing labs that provide analytical data and quality assurance support
to operations and R & D.

9. Triple ‘R’ Concept
 Triple R stands for Replace, Reduce & Refine.
 Nestle always develops new scientific methods that ideally remove need
of animal testing, reduce number of animals being tested, refine testing
process.

10. Nestle Food Safety Institute India (NFSI)
 Created to reduce food-borne disease as food safety & hygiene is
important to Nestle for improving public health and consumer welfare in
India.
 Mission :- To build and share knowledge through collaborative
partnerships to held build trust and improve food safety in India.
 Objectives :-
o Ensure that the broad competences and knowledge with
Nestle are fully leveraged in India and the region.
o Create scientific knowledge to enable the formulation of
effective and implementable risk reduction strategies.
o Engage with concerned stakeholders to share knowledge and
information on emerging food safety issues and support a
science based policy framework.
o Support knowledge dissemination and conduct training
programs.

11. Training to Street Food Vendors
 Nestle India joined hands with National Association of Street Vendors of
India (NASVI) and national and local food authorities to launch project “Serve
Safe Food”.
 The project is for training the street food vendors about:-
 Health, hygiene & safe food handling
 Handling food with gloves, hand washing, storage techniques
 Proper washing of fruits and vegetables with personnel hygiene
 Waste food disposal
 In 2017, training program was held in Goa, Rajasthan, UP, Kerala, Delhi.
4800 vendors were trained during this program and awarded with
certificates & hygiene kit.

12. Consumer Feedback System
• Nestle empowers consumers to express their choice as Nestle
always gives main priority to its consumers.
• Respect consumer privacy.
• Nestle consumer communication principles contain mandatory
rules on marketing communication to all consumers.
•Nestle has built “TELL US” 365 days, 24 X 7 compliance reporting
system.
• Consumer can choose web form or toll-free phone number to leave
complain.
• After lodging complain, consumer get Individual Case Number, by
which he/she can track the progress of the case any time.

13. Thank you…