Ensuring the right delivery, to the right place, at the right time, at the right cost and of the right quality is a basic requirement for all Stralfors’ products, goods and services. Trade and customer-specifi quality requirements, for example, from the v

The operational system
Stralfors’ operational system encompasses the organisational structure, the routines, processes and resources necessary for managing and governing operations. The purpose of the system is to fulfil specified as well as implied requirements through well-defined, efficient, purposeful processes.

Demands on Stralfors’ operating system are considerable. Both the operation and the product shall comply with customer and legal requirements, as well as Stralfors’ own sustainability principles, from the first contact with the customer, via supplier assessments, procurements, training and production; to follow-up of the product through statistics on complaints and returns and the Satisfied Customer Index. The total picture is reviewed and refined through the process based operational system, to achieve products of the right quality, satisfied customers, sustainable development, profitability and competitiveness.

The customer
The customer’s specific requirements are always in focus and are systematically reviewed. Response from the customer is important to follow up. The Satisfied Customer Index is regularly gauged (see page 8 of the Annual Report).

Processes
Dividing processes up into management processes, operational processes and support processes makes a systematic approach possible, and provides opportunities for setting demands, increasing production efficiency and analysis of results. Within Stralfors, the functionality of processes is assessed through measuring defined key indicators based on objectives, strategies and risks. The results of the measurements are examined, and action taken if deviations are discovered. Stralfors has achieved increased production efficiency; shorter lead times and improved delivery precision.

Continual focus on results
Assessment of key results provides valuable information on the performance of our processes. In order to ensure appropriate processes, Stralfors uses, among others, the following tools:
• Follow-up of returns and complaints
• Lean Manufacturing including 5S
• Audits
• Satisfied Customer Index
• Employee survey “A Great Place to Work” (described in the section on Social Responsibility).

Competence and organisational development
For Stralfors, human resources constitute the most important parameter for competitive operations. Securing appropriate competence as well as the right organisation in relation to the objectives is therefore important. Systematic development of competence ensures optimal, purposeful quality-focused work. As examples, everyone who works with products for the pharmaceutical industry has undergone special training (GMP).