NORMA Group’s products are often “mission-critical” in its customers’ end products. For this reason, quality defects or functional failures can have a significant direct impact on customers or end users. In this context, product safety and the health of end users correlate strongly with the quality of NORMA Group products. Thus, ensuring that products meet all customer expectations and quality requirements is of the highest priority for NORMA Group. PRODUCT QUALITY AND SAFETY
In order to ensure a global and standardized quality approach, all NORMA Group production sites are certified according to international quality standards. Currently, all Mobility and New Energy, Industry Applications and Water Management production sites are certified according to ISO 9001, EN 9100 or IATF 16949. The exception is the new site in Guangzhou, China, which opened in 2022, whose certification process is currently underway. In addition to the production sites, NORMA Group Holding GmbH is certified according to ISO 9001. This certification helps ensure that NORMA Group as a whole and all relevant specialist departments at Group level comply with high quality standards. The extensive requirements of the quality standards also ensure the safety of the end products through numerous measures. These include for example risk assessments, training, incident assessments and appropriate corrective actions.
NORMA Group’s Quality Management is responsible for the introduction, certification and continuous implementation of the quality management system. To this end, local quality management officers have been
appointed at each NORMA Group production site. They report to the respective regional quality managers and global quality management.
NORMA Group operates globally. A key challenge is thus to recognize and understand the various customer requirements as well as the many different standards and market conditions. NORMA Group meets this challenge by localizing its production and using standardized tools.
NORMA Group uses a variety of key performance indicators to measure quality, customer satisfaction and delivery performance. The most important indicator is the number of defective parts rejected by customers – so-called parts per million (PPM). This key figure is recorded continuously and reported to the Management Board on a monthly basis. At the same time, root cause analyses are carried out at plant level and countermeasures defined and initiated.
The number of defective parts per million (PPM) substantially decreased in 2022 to 2.9 PPM (2021: 4.9 PPM). This improvement resulted from further investment in trainings, the implementation of system platforms and the continuous evolution of quality management systems. Moreover, product realization continued to mature at plant level and management set a very strong focus on quality. NON-FINANCIAL KEY PERFORMANCE INDICATORS
These contents are part of the Non-financial Group Report and were subject to a separate limited assurance examination.