Borealis aims to meet its customers’ expectations with a focus on quality in terms of product reliability and delivery. Whilst in compliance according to industry standards, the company also works to continuously improve its best practices. Together with its customers and partners, Borealis’ goal is to seek solutions to efficiently fulfil their needs. To achieve this, the following core processes are in place:
Borealis' commitment to quality leadership is reinforced by the creation of its quality policy implemented company-wide. The policy is part of the Borealis Management System which brings all policies, procedures, processes and instructions together in one system. This system is complemented by competence building as well as sharing know-how and expertise through eLearnings, new employee introductions and continuous awareness, e.g. via a complaint and quality incident action monitoring system.
The Borealis Way (TBW) is a five step process model to continuously improve the way the company operates and handles challenges and opportunities. The five steps of the TBW process are: Define, Analyse, Solve, Implement and Review. TBW methodology is the recommended way to improve products, services and processes within Borealis. It is used for complex projects but also for small improvements at local production and logistic sites. This supports the company’s guiding principle that continuous improvement is the responsibility of each employee to ultimately drive quality and customer satisfaction.
Borealis’ aim is to have satisfied customers as they are the foundation of the company’s business. Customer satisfaction is measured in many ways such as the Customer Satisfaction Index (CSI) and a set of performance indicators to manage delivery performance including, but not limited to, Delivery to Request (DTR) and Delivery to Promise (DTP), and Overall Asset Effectiveness (OAE).
The CSI is obtained through Borealis’ Customer Loyalty Programme. The goal of this programme is to define the needed action plans to improve customer satisfaction by conducting a survey on a quarterly basis. Performance is rated based on five attributes (listed below) thereby allowing Borealis to track and continuously improve its processes to become an even better customer oriented company:
Delivery performance is how Borealis’ customers perceive the reliability of its supply chain execution. DTR indicates whether the customer received the correct order. DTP indicates whether the promise of on-time delivery was kept. Borealis believes it is only as good as its last delivery!
OAE is used to measure the efficiency of production installations and assets combined with the ability to sell the volumes to the market. With this approach Borealis links its customers’ demand with the company’s production planning to ensure the supply chain to customers is being filled with the products ordered.
A formalised customer service recovery process is implemented to recover quality and customer confidence if customer expectations are not fully met. Where relevant the aim is to avoid the reoccurrence of complaints. Every complaint received is registered and, apart from being addressed individually, seen as an opportunity to learn and implement sustainable improvements.
Borealis is committed to excellence for its products, services and contracts amongst others and complies with industry standards. To secure the quality of its products and services, Borealis has implemented the quality management standard known as ISO 9001. Borealis is periodically audited by an external certification organisation to certify that the company complies with ISO 9001.
In addition, Borealis also systematically drives environmental industry standard, which is demonstrated by the ISO 14001 certification. Due to its high commitment to safety and health, the OHSAS 18001 standard is followed. Plants which produce products for automotive applications are certified at the standard for automotive suppliers ISO/TS 16949.
Below is a complete overview of Borealis' certifications available in PDF format for download.
Borealis has certified its key activities on European Group level. The scope of the certification is ISO9001 and ISO14001 for the processes of manufacturing, sales, distribution, design and development of new products in the businesses of polyolefins and its compounds, olefins, phenol and aromatics as well as fertilizers and melamine. Borealis is also OHSAS certified for Customer Service in Belgium (Mechelen) and all key activities in Austria (Vienna, Linz, Schwechat) and our location in Finland (Porvoo). Our Non-European activities in the US and Brazil are certified locally.
We have certified our key activities which secure the supply of raw materials for the automotive industry, according to ISO/TS 16949. Borealis Plastomers (former DEXplastomers) in the Netherlands (Geleen) has its own ISO-9001 certification.
Due to the integration of Borealis Chimie SAS (former GPN SA) into the Borealis Group, the status of the integrated management system certified by ISO 9001 and ISO 14001 remains unaltered for French manufacturing locations. Borealis L.A.T sales and commercial activities are considered as part of the Borealis Group Level Certificate .
Our Urea applications in the food industry are certified as well through the FAMI QS certificate.
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