7/28/2019 Qa Processmanual
1/40
General MerchandiseQuality Assurance
Operating ProcedureManual
2010
Version: V15
7/28/2019 Qa Processmanual
2/40Page 2 of 40
CONTENTS
Quality Vision Scoping Framework................................................................................3
2.0 Quality Vision......................................................................................................33.0 Quality Mission....................................................................................................34.0 Determining the QA Level for each product ........................................................3
4.1 Brand Assessment..............................................................................................44.2 Vendor Assessment Guidelines ..........................................................................44.3 Classifying the product risk .................................................................................44.4 Risk Rating by Level............................................................................................5
5.0 Category/Product Standards...............................................................................66.0 Trading Terms.....................................................................................................77.0 QA & Ethical Sourcing Audits..............................................................................78.0 Product sample Assessment............................................................................... 7
9.0 3rd Party Testing.................................................................................................710.0 GMQA Activities & the Woolworths Ltd Risk Framework....................................811.0 GMQA Process Level 4 Nightwear and limited daywear..................................912.0 GMQA Process Procedures - Level 4 Nightwear and limited daywear..............1013.0 GMQA Process Level 2 Nightwear and limited Daywear ...............................1814.0 GMQA Process Procedures - Level 2 Nightwear and limited daywear..............1915.0 GMQA Process Level 1 & 2 National Brands .................................................2216.0 GMQA Process Procedures Level 1 & 2 National Brands..............................2317.0 GMQA Process Level 3 & 4 Products ............................................................2418.0 GMQA Process Procedures Level 3 & 4 Products .........................................2519.0 Roles and Responsibilities for GMQA Activities ................................................2920.0 Reporting of Results.......................................................................................... 3021.0 Pre-shipment Inspections..................................................................................3022.0 Product Audits...................................................................................................3223.0 Customer Complaints........................................................................................ 3224.0 Artwork/Packaging ............................................................................................3225.0 Ongoing Product Review................................................................................... 3226.0 Supporting documentation ................................................................................3327.0 Product samples................................................................................................3328.0 Finished Assessment Samples .........................................................................3429.0 Target Response Time......................................................................................34
30.0 Charging............................................................................................................ 3431.0 Recall & Withdrawal Procedures.......................................................................3532.0 QA Teams.........................................................................................................3633.0 AUS GMQA Contacts (02) 888 - etxn................................................................3634.0 Hong Kong QA Process ....................................................................................3735.0 HKQA Contacts (852) 3604 - etxn.....................................................................3736.0 QC@DC ............................................................................................................3737.0 Process Review.................................................................................................3738.0 Terms and Definitions .......................................................................................3739.0 Big W GMQA Internet Quick Links....................................................................3840.0 Attachments ......................................................................................................39
7/28/2019 Qa Processmanual
3/40Page 3 of 40
Quality Vision Scoping FrameworkThis document provides background and context to the Woolworths Limited General MerchandiseQuality Assurance (GMQA) Framework. This outlines the methodology employed to ensure thatWoolworths Limiteds product safety risks are being appropriately managed in line with our commitment
to quality assurance and compliance. Products within this scope include Childrens Nightwear andlimited daywear, apparel, shoes, electrical, homewares, and all other hardgoods categories.
This framework adopts a risk based approach to QA where products are categorised into 4 Levels withthe degree of QA and assurance activities varying from Levels 1-4. Brands, products and vendorsdetermined to be higher-risk will be subject to more QA and assurance activities than those with lowerrisk.
In addition, this document outlines the Quality Assurance Assessment, Testing and Compliance Auditingprocess for Big W and Woolworths General Merchandise products. This document is not exhaustive.Please refer to accompanying QA manuals and processes listed throughout this document as supportreferences, including the Design & Textile Manuals, Manchester Manual, Packaging and LabellingManual.
2.0 Quality VisionTo enable our customers to have complete trust in the quality and therefore, the value of the productswe sell at Big W and Woolworths.
3.0 Quality MissionTo influence the quality of products by increasing the technical involvement in the product developmentlifecycle, earlier.To minimise product risk, by providing technical, safety and regulatory expertise while operating withinlegal and regulatory boundaries.
4.0 Determining the QA Level for each productA decision tree has been developed to assist buyers in determining the appropriate QA Level requiredfor their intended purchase. The QA Level is determined by three components of risk: the brand, thevendor and the product.
Classifi cation Framework Decision tree
7/28/2019 Qa Processmanual
4/40Page 4 of 40
It is important when considering the risk of the vendor that this is done with the specific product in mind for example a vendor may be very reputable but if they are new to producing the product in question(and it is very different to their traditional products) then more rigorous QA and assessment activities willbe necessary.
4.1 Brand AssessmentIn the first instance, if the product is going to be branded for one of the Woolworths Limited Groupbusinesses (Wow Ltd Brand), it will always be subject to the highest level of QA because,notwithstanding that we maintain that all levels of QA will be rigorous, the risks for Woolworths Limitedand our Brand are higher in this scenario. The following are classified as a WoW Ltd Brand forWoolworths Limited Group businesses:
A product branded or labelled with one of the Woolworths Limited Group businessnames ie Woolworths or DSE.
A product carrying a licensed, control, house or exclusive brand or label for aWoolworths Limited Group business ie Abode, AWA, Essentials, Allsorts, Dymples.
If the product is going to be sold under the vendor brand and is not exclusive to a Woolworths Limited
Group business then the QA Level will be driven by the risk of the vendor and product.
4.2 Vendor Assessment Guidelines
Vendors who are recognised positively in the Australian market or industry will typically be deemed alower risk vendor.
The following criteria will be applied in a making this assessment:
Whether:
the vendor supplies this product to other major Australian retailers (K-Mart, Target, Myer,Bunnings, Officeworks, J B Hi Fi, Toys R Us etc)
the vendor can demonstrate that they have a quality assurance, compliance and monitoringprogram in place
the vendor can demonstrate that they have a crisis management program (including proceduresfor product recalls) in place
the vendor has not received any recent negative press in relation to product quality ormanufacturing practices
the vendor has not been the subject of any regulatory activity, legal or enforcement action
the vendor has their factories audited (for quality and ethical practices).
If the product is going to be sold under the vendor brand and the vendor is deemed by us as being
positively recognised in the Australian market, then the product risk will be the next consideration todetermine the QA Level and whether that product and vendor will be included on the Woolworths LimitedNational Brands Register.
4.3 Classi fying the product risk
Any product that is either subject to safety standards, or subject to a product specific standard undereither the Trade Practices Act or various Commonwealth state and territory legislation, will be typicallyclassified as having a higher risk. There are also some products that Woolworths Limited considers to behigh risk not withstanding that they are not specifically legislated. These will also be classified as HighRisk for QA purposes. Product risk should be confirmed with GM QA prior to orders being placed.
All Product Standards in place as at J uly 2009 have been assessed using the decision point Is the
product subject to any Big W or regulatory product safety standards? to determine whether they areHigh Risk or Non High Risk (refer to Woolworths Limited Product Standards Classification).
7/28/2019 Qa Processmanual
5/40Page 5 of 40
The Product Standards have also been mapped to the Product Ranges purchased for to a WoolworthsLimited Group business. Where a particular Product Range references a number of Product Standardswhich are both High and Non High Risk, the entire Product Range is classified as High Risk.
The table below summarises the vendor and product profiles of each Level and provides an example.
Level Vendor and Product Characteristics Examples
Level 1
NationalBrands
Vendor branded product,
Product is produced by a vendor with apositive reputation in the Australian market /industry for producing that product, and
Product is not in a high risk category.
Loreal, Pantene, Huggies
Omo, Coca Cola, Gillette
Dunlop Sporting Goods
Bonds Apparel
Level 2
NationalBrands
Vendor branded product,
Product is produced by a vendor with apositive reputation in the Australian market /industry for producing that product, and
Product is in a high risk category.
Bonds & Osh Kosh Nightwear
Lego Toys
Sony Televisions, DVDs
Fisher Price Nursery Toys
Imgram Micro agent for Canon& Logitek
Level 3 Vendor branded product,
Product is not produced by a vendor with apositive reputation in the Australian market /industry for producing that product, and
Product is not in a high risk category.
Gardening Tools
Stationary
Tea Towels & Napery
Kitchen Utensils
Level 3 Private Label/Corporate Branded exclusiveProduct or licensed to Woolworths Ltd.
Product is not in a high risk category
Essentials, Scribblers, Allsortsunderwear, Pink Sugar, WaveZone, House x Home.
Patio Outdoor furniture andgarden tools produced by J amieDurie
Level 4 Private Label/Corporate Branded exclusiveProduct or is licensed to Woolworths Ltd.
Product is in a high risk category.
Allsorts Childrens Sleepwear,Dymples Zipp, AWA, HomeCollection & Abode electrical,Tinkers.
Level 4 Vendor branded product,
Product is not produced by a vendor with apositive reputation in the Australian marketfor producing that product, and
Product is in a high risk category.
Fitness equipment
Toys
Gift with Purchase attached toany product regardless of parentproduct/vendor level.
Classifi cation Framework Vendor & Product
4.4 Risk Rating by LevelFor each QA Level, the inherent risk has been determined in the following categories: Product Safety,Financial, Reputational and Legal. The inherent risk is the risk that exists to the Woolworths LimitedGroup business if no QA activities were completed. The residual risk is that remaining after a degree ofQA assessment and activities are completed.
The inherent risk determines the type of QA activities required, how often they need to be completed andby whom. The risk increases as you move across the QA Levels from 1 to 4 and therefore more QAactivities are required to reduce the residual risk to acceptable levels. The table below summarises theinherent and residual risks of each of the Levels for each of the risk categories. Where the residual riskis Medium or above, management need to make a business decision to determine whether or not thislevel of risk is acceptable.
7/28/2019 Qa Processmanual
6/40
7/28/2019 Qa Processmanual
7/40Page 7 of 40
6.0 Trading TermsIn addition to the specific financial rebate and settlement agreements, Wooloworths Ltd requires allvendors to sign General or Harmonised Trading Terms. These are located athttp://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms and TradingTerms Supporting Links. (Ctrl +click)
7.0 QA & Ethical Sourcing AuditsAll Woolworths Ltd. Vendors are asked to comply with our Ethical Sourcing Policy. All Level 3 & 4Private Label Vendors will be required to have their factories audited for insight into both quality andethical trading practices. Each audited vendor will be given a status: Approved, At Risk or aConditionally Approved with a Corrective Action Plan (CAP) for non conformances that arise from theaudit. It is recommended that product will not be purchased from a vendor that is at risk. All buyersover time are responsible for ensuring their vendors have been through the audit process.
Woolworths QA facilitate the audits and the CAP. The Woolworths Audit Manager can be contacted [email protected]
Refer to Ethical Sourcing Policy: http://www.bigw.com.au/vendors/index.html followed by BIG WVendor Trading Terms and Trading Terms Supporting Links. (Ctrl +click)
8.0 Product sample AssessmentFor Level 3 & 4, GMQA will undertake an assessment of the submitted product sample using appropriateinternal assessment methods, standard test methods and judgement to ensure that Big W andWoolworths products will meet requirements. These assessments can take the form of the following:
Product Safety Legal Compliance Fit for purpose/functionality
Packaging Assessment Identification photographs may be taken of the submitted product sample and attached to the
relevant QA ID number Validation and investigation of 3rd party test reports refer 9.0
Please refer to 27.0 and to the GMQA Activities and the Woolworths Risk Framework in section 10.0 formore details on samples required for assessment.
9.0 3rd Party TestingWoolworths Ltd requires vendors to acquire relevant testing against Australian Standards and legislationto be done by independent testing facilities allowing for shorter lead times and reduced cost of goods.The AUSQA & HKQA facilities are not fully equipped to carry out all relevant testing. Demonstrated
compliance to specifications, safety, chemical and flammability testing needs to be carried out byexternal accredited test companies and relevant reports submitted. Refer to the specific CategoryStandard for required test reports (5.0).
Big W/Woolworths will only accept test reports from the following testing houses:-
SGS Qualspec Bureau Veritas
Intertek (ITS) ITACS RMIT
AusTest Laboratories EMC Technologies Comtest
Testing and Certification
Australia (TCA)
TQRTM Ningbo Quality
Assurance****All reports are to be emailed directly to the Vendor from the test laboratory (not the factory)and then to the Big W buyer/MA, WW AA/BM or HKPO QA in their original PDF format with a cleardescription and clear identifi cation of all product reference number/keycode at the time ofsubmiss ion. All keycodes associated with the test are to be listed on the test report.
7/28/2019 Qa Processmanual
8/40Page 8 of 40
10.0 GMQA Activities & the Woolworths Ltd Risk Framework
3/03/2010Woolworths L td. Risk Framework levels
Level 1NationalBrand
Level 2NationalBrand
Level 2SleepwearNationalBrand
Level 3
LowRiskVendor
Branded
Level 3
LowRiskPrivateLabel
Level 4 *
HighRisk
VendorBrand
Level 4
HighRisk
PrivateLabel
Level 4
Licensed &PrivateLabel
Sleepwear
Vendor Approval
Signed trading terms
Commitment to Quality inVendor Guide
Quality & Ethical SourcingAud it
Pre -Order
Product Standards
Product Specifications
Pre-Production
Bronze sample submission
Vendor initiated 3rd PartyTesting
Buyers Silver samplesubmission
QA Assessment of Silver &Test reports
App rovalsPackaged & Hard GoodsNewline Committee (hangeredgoods exempt)
Production
Gold Sample Assessed by QA
Pre-shipment Inspection
DC
QC@DC
Stores
Store Operations & CustomerComplaints
QA Annual Reviews
National Brands Annual Audit
of compliance to standards
RP Product annual QA review
* Where WoW Ltd is involved in design or specification bronze is required. If not; silveronly required.
7/28/2019 Qa Processmanual
9/40Page 9 of 40
11.0 GMQA Process Level 4 Nightwear and limited daywear
7/28/2019 Qa Processmanual
10/40
12.0 GMQA Process Procedures - Level 4 Nightwear and l imited daywear
QA Activit y Role Action requiredSupportingdocumentation
Document Location Additi onal N
Vendor Compliance WOW Website Document o
expectation Buyer Submit unaudited vendor detailsto WQAWQA facilitates forms to besubmitted by vendor.
Audit Template Documents held byWOW QA
Woolworths Ethical Sourcthese are do
Woolworths QA
Assess outcome of audit andaccredit vendor or CorrectiveAction Plan
Audit Report includingcorrective action planif required
Outcomes awith CAP. Quality Quality Regula Factory Inspect Produc Docum
Vendor Book audit by 3rd party
certification body.
1.0 Product ranging and
vendor accreditation
3rd partycertification body
Perform audit and send resultsback to WQA
2.0 Keycode generation Buying Generation of the keycode inSFRCheck the accuracy of sampleand documentation.Preparation of bronze sample incorrect base fabric size andcomponents. Ie. Correct weightcomposition and fabric type.
Bronze sample. Bronze samComponents
Artwork for printsmotifs appliqus andintended fire categorylabelling
Allowed excproviding thascale.An accurate Artwork neegrading of aFire category
3.0 Bronze submissio n.Fit and Design sample
Vendor
Intended labellingincluding thefollowing: care andcontent labellingcountry of originlabelling and brandlabelling"
Labelling wil
7/28/2019 Qa Processmanual
11/40
QA Activit y Role Action requiredSupportingdocumentation
Document Location Additi onal N
Preparation of the requireddocumentation
Submission form andsubmission ticketcompleted in full
Submission forms canbe found in the annexof the QA StandardOperatingProcedures(SOP)
Submission can make coform.
Graded spec sheet Spec sheet fmandatory mVendor musthe sample o
Style sheet/storyboards
No 3rd partyyears test re
Submit physical sample tobuying.
Vendor -Continue
Submit documents to buyingelectronicallyCheck the accuracy of sampleand confirm the submissioninformation to the sample andthe order
As above Documents daywear is t
Submission of bronzesample/documents viadatabase
DepartmentDocument Library
Refer to Qua
Keycodes (Childrens nightwearand limited daywear only) are tobe linked to the submission
DepartmentDocument Library Refer to QuaKeycodes. before they
Buying
Physical submission of thebronze sample to QAdepartment
Buying depasoftgoods ra
Submission form andsubmission ticketSpec sheetBronze sampleStyle sheet/storyboardsArtwork for printsmotifs appliqus firecategory labelling.
Fire Categor
3.0 Bronze submissio n.Fit and Design sample -Continue
QualityTechnician
Intended labellingincluding thefollowing: care andcontent labellingcountry of originlabelling and brandlabelling"
Labelling wil
7/28/2019 Qa Processmanual
12/40
7/28/2019 Qa Processmanual
13/40
7/28/2019 Qa Processmanual
14/40
7/28/2019 Qa Processmanual
15/40
7/28/2019 Qa Processmanual
16/40
QA Activit y Role Action requiredSupportingdocumentation
Document Location Additi onal N
Sample assessed forcompliance with all mandatorystandards.Sample assessed forquality.
QA test report Mandatory-Astandards (Cpractices Acis to be escaManager anChildrens niunless it com
Finalised QA assessment report Report is plaFinalised Qabase.
SoftgoodsComplianceSpecialist/QualitySpecialist
Sample sealed and stored Representatand silver sa
When required, send additionalsamples away to 3rd partytesting house for flammabilitytesting.
Submission requestto 3rd party testinghouse
Receive additional flammabilitytest reports from 3rd partytesting house.
Test report from 3rdparty test house.
5.0 Gold submiss ion.Production Sample -Continue
SoftgoodsComplianceSpecialist
Submission of reports viadatabase and assess reports forcompliance.
Report is left
Prepare pre shipment pack Sample andallow pre sh
delay.Pre shipmenPreshipmentconsolidation
Protocol includinginspection and reportrequirementsSealed silver sampleSpec and gradesheet.Completed 3rd partypre shipmentinspection bookingform
Advise factory to commenceproduction
MOP/BOI
Vendor
To book preshipment inspectionwith 3rd party testing house
Preshipmentinspection bookingform
Arrange preshipment inspectionwithin 2 weeks of bookingensuring that goods will be 70-100% complete.
Silver sample andpreshipment pack.
Inspection wcomplete.
6.0 Production /Preshipment inspection
3rd party testinghouse
Ensure the preshipmentinspection report is send directlyto Quality specialist cc thevendor.
7/28/2019 Qa Processmanual
17/40
QA Activit y Role Action requiredSupportingdocumentation
Document Location Additi onal N
Review preshipment inspectionreport, resubmit and attach tothe QA ID in data base andrelease the goods for shipment.
Preshipmentinspection report.
Cargo shippapproval fro
Finalised QA assessment report Silver sample.
6.0 Production /Preshipment inspection- Continue
Quality Specialist
QA assessmentreport.
Item is place
7.0 DC Inspection QC@DC
inspectors
Verify gold sample and pre
shipment inspection report havebeen assessed and meetrequirements
QA assessment
report
No level 4 Ch
X-Docked.
Randomly selects products tobe audited through season.
Store Audit inspectionsheet
DepartmentDocument Library
Sample testslocal stores trisk of defect
Visit a selective BIG W orWoolworths store.Products are purchased throughIST if non-conformance isidentified.Submit product/s to QA via databaseAssess product/s againstmandatory standards andregulations.
8.0 Store Aud its QualityTechnician
Finalise QA assessment report. Finalised QAcompliance Receive complaint and detailsfrom customer
Complaint form
Obtain faulty sample andcomplete sample from store.
Buying
Submit samples/documents toQA via data base.
Make speciasubmission
Sample assessed for safety andcompliance with all mandatorystandards.
9.0 CustomerComplaints
QualityTechnician
Finalised QA assessment report Finalised QAbase.
7/28/2019 Qa Processmanual
18/40Page 18 of 40
13.0 GMQA Process Level 2 Nightwear and limited Daywear
7/28/2019 Qa Processmanual
19/40
7/28/2019 Qa Processmanual
20/40
7/28/2019 Qa Processmanual
21/40
QA Activit y Role Action requiredSupportingdocumentation
Document Location Additi onal N
Randomly selects products tobe audited through season.
Store Audit inspectionsheet
DepartmentDocument library
Sample testslocal stores trisk of defect
Visit a selective BIG W orWoolworths store.Products are purchased throughIST if non-conformance isidentified.
Submit product/s to QA via databaseAssess product/s againstmandatory standards andregulations.
8.0 Store Aud its QualityTechnician
Finalise QA assessment report. Finalised QAcompliance s
Receive complaint and detailsfrom customer
Complaint form
Obtain faulty sample andcomplete sample from store.
Buying
Submit samples/documents toQA via data base.
Make specialsubmission r
Sample assessed for safety andcompliance with all mandatorystandards.
9.0 CustomerComplaints
QualityTechnician
Finalised QA assessment report Finalised QAbase.
7/28/2019 Qa Processmanual
22/40Page 22 of 40
15.0 GMQA Process Level 1 & 2 National Brands(not including Nightwear & Limi ted Daywear)
7/28/2019 Qa Processmanual
23/40
16.0 GMQA Process Procedures Level 1 & 2 National Brands(not includ ing Nightwear & Limited Daywear)
QA Activit y Role Action requiredSupportingdocumentation
Document Location Additio nal N
1.0 Vendor Ranging Buying Buying will review range withvendor
2.0 Keycode generation Buying Keycode generation and loadinginto SFR Keycode is eKey code autRandomly selects products tobe audited through season.
Store Audit inspectionsheet
DepartmentDocument Library
Sample testslocal stores torisk of defect
Visit a selective BIG W orWoolworths store.Products are purchased throughIST if non-conformance isidentified.Submit product/s to QA via databaseAssess product/s againstmandatory standards andregulations.
3.0 Store Aud its QualityTechnician
Finalise QA assessment report. Finalised QA
compliance sReceive complaint and detailsfrom customer
Complaint form Make speciasubmission r
Obtain faulty sample andcomplete sample from store.
Buying
Submit samples/documents toQA via data base.Sample assessed for safety andcompliance with all mandatorystandards.
4.0 CustomerComplaints
QualityTechnician
Finalised QA assessment report Finalised QAbase.
Randomly selects keycodes tobe audited through season.Send letter to vendor requesting3rd party test reports for the
randomly selected keycodesSubmission of documents viadatabaseDocuments assessed forcompliance with all mandatorystandards.
5.0 Annual Aud it (Level 2Only)
ComplianceSpecialist
Finalised QA assessment report
7/28/2019 Qa Processmanual
24/40Page 24 of 40
17.0 GMQA Process Level 3 & 4 Products (not including Nightwear & Limi ted Daywear)
7/28/2019 Qa Processmanual
25/40
18.0 GMQA Process Procedures Level 3 & 4 Products (not includ ing Nightwear & Limited Daywear)
QA Activit y Role Action requiredSupporting
documentationDocument Location
Vendor Compliance WOW Website Document ou
expectation fBuyer Submit unaudited vendor details
to WQAWQA facilitates forms to besubmitted by vendor.
Audit Template Documents held byWOW QA
Woolworths Ethical Sourcthese are doOutcomes arwith CAP.
Woolworths QA
Assess outcome of audit andaccredit vendor or CorrectiveAction Plan
Audit Report includingcorrective action planif required
Quality aspe Quality Regulat Factory Inspect ProductDocument C
Vendor Book audit by 3rd partycertification body.
1.0 Product ranging and
vendor accreditation
3rd partycertificationbody
Perform audit and send resultsback to WQA
2.0 Keycode generation Buying Keycode generation and loadinginto SFRCheck the accuracy of sampleand documentation.
No 3rd party
Preparation of bronze sample incorrect material, size andcomponents.
Bronze sample. Bronze sampComponents
Artwork for prints,motifs, appliques andlabelling.
Allowed exclproviding thascale. An acc
Submission form
completed in full
Submission forms can
be found in the annexof the QA StandardOperatingProcedures(SOP)
Vendor can m
submission f
Specification sheet Spec sheet f
Preparation of the requireddocumentation
Style sheet/storyboards
3.0 Bronze submission.Initial sample (Apparelonly)
Vendor
Submit physical sample tobuying.
7/28/2019 Qa Processmanual
26/40
7/28/2019 Qa Processmanual
27/40
7/28/2019 Qa Processmanual
28/40
QA Activit y Role Action requiredSupporting
documentationDocument Location
Labels Labels are toexception artattached muand will be aorigin inform
Photos taken and placed in database as attachment.
QualityTechnician -continue
Finalised QA assessment report QA assessment
report
QA data base If appro
product Passed
need to Finalise
data ba
4.0 Silver Submission.Pre-production sample -Continue
Buying Collection of silver sample fromQA Exit room or softgoodsoutrack.
Sample is to report status
Verify any mandatoryinformation.
QA assessmentreport
Perform Quacorporate bra
7.0 DC Inspection QC@DCinspectors
Carry out inspection as per DCprotocol.
DC InspectionWorksheet
QC@DC is tothe QA data Note: Random
onlyRandomly selects products to
be audited through season.
Store Audit inspection
sheet
Department
Document Library
"Sample test
local stores trisk of defect
Visit a selective BIG W orWoolworths store.Products are purchased throughIST if non-conformance isidentified.Submit product/s to QA via databaseAssess product/s againstmandatory standards andregulations.
8.0 Store Aud its Quality
Technician
Finalise QA assessment report. Finalised QAcompliance s
Receive complaint and detailsfrom customer
Complaint form
Obtain faulty sample andcomplete sample from store.
Buying
Submit samples/documents toQA via data base.
Make specialsubmission r
Sample assessed for safety andcompliance with all mandatorystandards.
9.0 CustomerComplaints
QualityTechnician
Finalised QA assessment report Finalised QAbase.
7/28/2019 Qa Processmanual
29/40
Page 29 of 40
19.0 Roles and Responsibi li ties for GMQA Activi ties
Role Responsibilities for GMQA Activities
Buying Liaising with vendors to ensure that Trading Terms are agreed Nominating new vendors and liaising with vendors to gain agreement for Quality & Ethical Sourcing
Audits Developing Product Specifications in conjunction with Quality Specialist
Submit Newline samples to QA with all required 3rd party test reports
Organise a sample and updated test reports for annual RP line assessments
Liaise with customers and vendors in relation to customer complaints
QualitySpecialist
Assist buyers/vendors with product development and accreditation of factories.
Assist in the technical process of samples with buyers and vendors
Developing Product Specifications in conjunction with the Buyers
Assist in the development of the style guides in conjunction with Buyers
Determining risk-rating of products and vendors with Mandatory Compliance Specialist.
Facilitate and assess Pre-shipment Inspection Reports and then release shipments .
Ensure all seasonal, RP, XD, SD products are assessed annually.
MandatoryComplianceSpecialist
Assist with the compliance aspects of the style guides.
Conduct a second mandatory check on silver samples that have had the initial Bronze and Silver checkapproved.
Validate 3rd party test reports on a random auditing basis.
Conduct the final approval check on the gold sample.
Ensuring that 3rd Party Certification Companies are appropriately qualified and resourced to complete thetesting required.
Conduct mandatory audit assessments on production samples both internally & by 3rd party testinglaboratories.
Preparing and Maintaining Category Standards in conjunction with Group Compliance Ensure all mandatory seasonal, RP, XD, SD products are assessed annually.
Handle compliance inquiries from the DC and elevate to Quality Specialist.
Determining risk-rating of products and vendors
Ensuring that 3rd Party Test Houses are appropriately qualified and resourced to complete the testingrequired.
Reviewing test-houses to determine who has appropriate capabilities to complete pre-shipmentinspections
Legal Drafting Trading Terms Drafting Trading Agreements
Regulator communication
CorporateGroupCompliance
Central repository of Category Standards.
AUSGM QA/HKPO QA
Determining Functionality Testing procedures and checklists
Completing all Functionality Tests, Design specs checks, labelling and assessments of 3rd Partylaboratory tests.
Completing testing on products which are the subject of complaints
Maintaining the QADB
Ensuring vendors understand and have appropriate documentation ie Product Standards, Manuals andspecifications
Handle assessment inquiries from the DC and elevate to Quality Specialist.
Store Audits performed and product assessment if required.
7/28/2019 Qa Processmanual
30/40
Page 30 of 40
Role Responsibilities for GMQA Activities
DistributionCentre
For high risk and Private Label products, check to ensure:
o Carry out mandatory assessments if pre-shipment is not conducted
o Ensure that test reports and assessments are complete and passed.
o Pass or fail inspections and communicate results to buying & QA
Store Managers
Checking that packaging of products on the shelf are intact Ensuring that staff are aware of customer complaint and returns procedures
Providing Customer Services with customer complaints.
Sending products to AUSGM QA when complaints are made
20.0 Reporting of ResultsProducts in QA reports will be assigned statuses based on the assessment results.Newline Level1 and 2NationalBrands
Level 1&2 vendors are exempt from QA newline Bronze & Silver assessments. All keycodessubmitted to the QADB will automatically gain the QA approval in the SFR after automaticvalidation from the National Brands Register stored in the QADB. Woolworths referencecodes are approved in CASS by the BMs.
Al l level 2 vendors are subject to potential spot audi ts and annual reviews todemonstrate compliance capability to the Category StandardsWIP Work inProgress
Items requiring more work or further reports prior to Pass condition are assigned a WIPstatus.
Pass withOSC OrderSignedConditionally
The product is not approved but an order is allowed to be placed subject to any outstandingnon mandatory 3rd party test reports from production being received and approved.Responsibility lies with the BM/buyer to cancel the order if the test reports fail. Under nocircumstances should an OSC product be despatched from the supplier to the DC
Pass with DCInspection
Any Level may have a DC inspection; however, all vendor and exclusive/own brand labelproducts categorised as Level 3 or 4 will have full GMQA assessment with DCinspection/check.
Pass Item has met all QA requirements and is ready for SFR and New Line Committee approval.
Fail Item has not met all/any QA requirements
21.0 Pre-shipment InspectionsAll Sleepwear and Limited Daywear products will require a pre shipment inspection. Inspections will not takeplace unless the goods are 70-100% complete and/or packed. It is recommended the pre shipment inspectionstakes place at the factory for speed of rework execution if required.
All inspections are at the factory/vendors expense.
The Quality Specialist will seal the approved silver sample and return it to the local vendor in person byappointment or returned to the interstate vendor by courier. The Vendor is to complete the Pre-shipmentInspection request form to advise the 3rd party inspection company of the planned production dates and book theinspection.
Inspection results will be emailed/faxed directly to the 3rd party auditors office and communicated with theVendor & Quality Specialist before the auditor has left the factory. A passed report will be approved to bereleased immediately. A fail on mandatory/critical or major components of the audit will require the full report tobe sent to the Quality Specialist the following day.
If rework is required a subsequent inspection may be required to assure the goods.
Refer to the Pre-shipment Protocol and Report in links.
7/28/2019 Qa Processmanual
31/40
Page 31 of 40
7/28/2019 Qa Processmanual
32/40
Page 32 of 40
22.0 Product AuditsWeekly product audits are conducted within a Woolworths Supermarket or Big W store by a GMQA auditor.
The purpose of product audits at store:- To avoid risk to customer from unsafe products, defective or non-compliant products Assist customers by providing products with clear, true information Avoid litigation from injured or generally dissatisfied customers Avoid prosecution by regulators Avoid the cost of dealing with non-compliant product as an emergency
Product category areas are rotated according to need and urgency. For example: to detect departures from original approval review customer returns and complaints examine National Brand items that may never have been checked by QA regular category review cycle or anniversary of product on shelf review products that may be non-compliant as a result of changes in standards, legislation, policy and
production variations.
The Process: All products regardless of NBR status, are subject to audits.
If the product passes assessment, no action will be required. If a product is found to be defective or non compliant, the product is purchased and submitted to GMQA
for assessment. Woolworths Ltd reserves the right to charge vendors for assessment, testing and freight
and corrective action will be required. Summary of audit reports are circulated to the buying teams to build knowledge surrounding the
compliance of categories and vendors.
23.0 Customer ComplaintsThe process below identifies the customer complaint flow. Store/Buyer/Business Manager/Customer Services receives information on a faulty item and the faulty item. Store/Buyer/BM to log complaint with Customer Services for incident recording. Buyer organises product and the relevant information to be submitted to GMQA for assessment. Customer
complaints relating to products are to be accompanied by the customer complaint form with the details of thecustomer complaint. The form needs to be completed in full in order for QA to effectively deal with thecomplaint. All customer complaints will be dealt with as a matter of priority.
If the product passes assessment, feedback/results are conveyed to the relevant party. If the product fails assessment, corrective action will be required. QA will often contact customer to extend our concern for their complaint, check their safety and to gather
more information as to how the incident occurred.
24.0 Artwork/PackagingAll product samples should be accompanied by artwork/packaging and submitted through the QADB.
Refer to Product Standards for required labelling requirements. Thelink
will
be:
www.wowlink.com.au/TopicCentre/StandardsCompliance/ProductStandardsLink to QA Packaging and Labelling Summary Guidelines http://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms and Trading TermsSupporting Links. (Ctrl +click)
25.0 Ongoing Product ReviewAll existing products in the range need to be reassessed on an agreed periodical basis either annual or seasonallyaccording to the risk. The new QA database generates a report based on the QA approval anniversary on amonthly basis.
All ongoing products are required to be resubmitted for testing when:-
Annual review due Change of supplier or factory Change of specifications Change in legislation for mandatory lines Certification and Approval numbers expire
7/28/2019 Qa Processmanual
33/40
Page 33 of 40
26.0 Supporting documentationWhen an item is submitted for assessment and it cannot be fully assessed in-house, additional documentation isrequired.
Some examples as follows.Childrens Sleepwear & Limited DaywearPerformance reports
Attachment reportsFlammability: flame spread and surface burnLabel durability reportsPackaging & Labelling
Electric fan:Instructions
Safety test reportsDeclaration of conformityPackaging & Labelling
High visibility garment:Illuminance and chromaticityPackaging & Labelling
Toys:Parts 1-4 including Toxicology test reportPackaging &Labelling
Cosmetics:MSDS report
Sporting and Gym Equipment:Safety Standard labelling and reports
Ceramics:Lead and Cadmium heavy metals reportsPlastic food storage:Food Plastics Test to FDA or EU
Manchester Textiles:Performance reportsPackaging & Labelling
Apparel TextilesPerformance reportsAttachment reports
Nursery Equipment:Safety Standard test reportsPackaging & Labelling
Swimwear:Sun protection reportPackaging & Labelling
High visibility garment:Illuminance and chromaticityPackaging & Labelling
These examples above do not cover all categories. See Category/Product Standards for specifics.Link: Thelinkwillbe:www.wowlink.com.au/TopicCentre/StandardsCompliance/ProductStandards27.0 Product samplesAll assessments require a sample of the intended product. If finished goods are not yet produced, artwork is alsorequired. If an assortment under one keycode/reference number, all varieties are required for assessment.Below is an example of the sampling flow. Not all products require all stages: refer to 10.0.
7/28/2019 Qa Processmanual
34/40
Page 34 of 40
28.0 Finished Assessment SamplesUpon assessment completion, all product samples (except some small mandatory products and own labelproducts) will be available for collection.
Hardgoods from the QA sample/meeting room Softgoods from the out queue racks and shelves, along side the laundry. HKPO A silver pre-production sample will be submitted to the buyers for approval.
Mandatory sleepwear samples and documents are kept by QA for a minimum of 1 year 2 seasons.All other reports will be kept in hard or soft versions by QA for a minimum of 2 years.EMC compliance folders are kept by QA during the sales duration of the product and 5 years thereafter.
If the product samples are not collected within 7 working days, the product sample will be disposed of at thediscretion of QA via sample sales or donations to charity.Some product samples will be damaged during the course of its assessment and will not be suitable for sale /photography / general use.
29.0 Target Response Time
GMQA anticipates an average working day turnaround for Level 3 & 4 assessments from the date of eachsubmission to status approval to be:-
Category Average DaysAssessmentDuration (hrs)
Toys 2.0 0.5 to 1.0Appliances & Electrical 3.0 2.0 to 4.0
Large Bulky Goods 2.0 2.0 to 4.0Fit/Design - Bronze 1.0 2.0Textiles - Silver 1.0 2.0
Small non- mandatory items 1.0 0.1 to 0.5Mandatory products +1.0 4.0
Turnaround times are dependent on the items in the queue prior to submission as well as the nature of the item.Assessment duration applies to one person carrying out the assessment. Some items will require more than oneperson. Please note these are assessments of 3rd party test reports not in house testing. If testing is required,durations will be longer. Note: the working clock begins from 9.30am. If physical samples are not in thesubmission queue by 9.30am the status of WIP will be returned to the submitter and the submission will need toresubmitted and join the bottom of the queue.Peak seasons may incur longer turnaround periods i.e. Toy Sale, Christmas testing, Chinese New Year, andseasonal submissions.
30.0 ChargingFor Big W, charges are levied on suppliers in order to recover some of the costs incurred in carrying out theassessments and is reviewed from time to time in accordance with managements view of the fee structure interms of costs and inflation. Woolworths Supers are cross charged a nominal monthly fee for service. Vendorsare charged by Woolworths Supermarkets, not GMQA.
Big W invoices are issued directly to suppliers by QA and fees are collected via the Accounts Department.
Charges do not apply to products directly imported by BIG W or to suppliers on the National Brand Register.Charges do not apply to Gold Sample assessments, QC@DC or approvals of Pre-shipment inspections, unlessfound to be non-compliant.
National Brand Vendors will be charged for audit and testing if goods are found to be non-compliant.
These charges are for both testing and assessment of 3rd party certification testing. GMQA has moved towards
all independent testing and will continue to assess 3
rd
party test reports and perform fit for purpose assessments.
7/28/2019 Qa Processmanual
35/40
Page 35 of 40
Hardgoods & Softgoods 3rd
Party assessments
Testing CategoryTypical
ProductsCharge excl GST
($)Charge inc GST
($)
Minimal Assessment 0.0 - 0.5 hours $25.00 $27.50
Intermediate Assessment 0.51 1.0 hours $50.00 $55.00
Standard Assessment 1.0 2.0 hours $120.00 $132.00
Extended Assessment 2.1 +hours $250.00 + $275.00+
Charges for assessment
Vendors are encouraged to submit pre-production (silver) samples with artwork and packaging and all testreports for one assessment to obtain the minimal rate.
Testing is conducted according to BIG Ws requirements for ranging products. For certain Hardgoods items where extensive time and effort is needed to assess the line, there may be an
additional negotiated charge. Re-submissions will involve an additional charge not exceeding the above amounts and is determined by the
extent of repeat checking and reporting.
31.0 Recall & Withdrawal ProceduresThe Big W process for conducting a recall may be accessed at:http://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms and Trading TermsSupporting Links. (Ctrl +click)
Woolworths Supers Link ishttp://www.wowlink.com.au/wps/portal/topic_centre?WCM_GLOBAL_CONTEXT=/cmgt/wcm/connect/Content%20Library%20-%20WOWLink/WOWLink/Topic%20Centre/StandardsCompliance/ProductRecall/ProductRecall
There are three categories of a BigW withdrawal or recall:Remove from Show - An item has been identified as posing a risk to consumers, or there is another issueregarding legality, for example, licensing. The product may or may not subsequently be recalled. Removingthe item from show is immediately implemented to prevent any further sales, and isolate the product pendingfurther investigation and communication. Products removed from show may be returned to stock,permanently withdrawn, or withdrawn and recalled, depending on the outcome of the investigation.
Product Recall - (Vendor Managed) - This would be the result of a serious health, safety or legal issue beingidentified with a product. Products are recalled to reduce the level of risk and minimise potential harm toconsumers. The recall may be initiated as a result of a complaint, as a recommendation from BIG W, at therequest of a regulator or by the Vendor. The formal process will be carried out by the Vendor. BIG Wsinvolvement may be limited to returning stock to the vendor and displaying recall notices or may be involvedin collecting returned products.
Product Recall - (Items imported by BIG W) - The reasons for conducting the recall are the same as thosein the Vendor Managed Recall, but the responsibility for advertising, collecting, modifying or destroying stocklies with BIG W.
The process should be initiated by the buyer using the Recall Template for Elink Request
Big W Link: (Ctrl +click)http://prodnet/bigw//DepartmentSites/Quality%20Assurance/05%20-%20Product%20Withdrawals%20and%20Recalls/BIG%20W%20Product%20Recall%20Template%20for%20Elink%20Request.lnk
7/28/2019 Qa Processmanual
36/40
Page 36 of 40
Recall & Withdrawal Procedures
32.0 QA TeamsThe department has been established with both Hard and Softgoods teams depending on the nature of theproduct. Assessments are not conducted in the department according to BigW or WW teams. Some items requiredual department assessments due to the multiple facets of the products or Gift with Purchase (GWP).
Hardgoods (HG) Softgoods(SG) Products requir ing both HG & SGToys Fabrics Some soft toysSporting All clothing Kids shoes with additionsKitchen ware plastics & ceramics Shoes, Belts, Wallets Camping sleeping bags
Electrical Manchester CostumesHardware & Tools Clothes with fashion jewelleryFurniture Clothes for children under 3Nursery equipment Fabric bagsHome ware ie blinds Gift with PurchaseJ ewellery
33.0 AUS GMQA Contacts (02) 888 - etxnJ acqueline Negline-Smyth Quality, Risk & Compliance Manager 58307ComplianceSteve Heymann Compliance Consultant - Hardgoods 58013Amanda Cook Compliance Specialist - Hardgoods 58006
J udy Witt Compliance Specialist Soft & Sleepwear 58005Ricky Levy Compliance Specialist Audits, NBR, et.al. 54448Quality SpecialistsJ onathan Wong Quality Specialist - Electrical 56869J uliana Mandic Quality Specialist - Shoes 57506Penny Papoutsis Quality Specialist - Womenswear 51234Pa Yang Quality Specialist Childrenswear 51122QA Technical TeamJ ulie du Plessis QA Manager 54396Michael McKenzie Technical Specialist Team Leader 58011Mustafa Muharrem Technical Specialist 58014Tania Rees Technical Specialist 58010
Nick Zhou Technical Specialist 59428Belinda Williams Technical Specialist 54848Emine Muharrem Technical Specialist 58007J anette Maxwell Technical Specialist 58008Renee Condon Technical Specialist 58004
7/28/2019 Qa Processmanual
37/40
Page 37 of 40
34.0 Hong Kong QA ProcessAll HKPO sourced products shall be assessed in Hong Kong. Nomination of HKQA or AUSQA assessments isdone by Buying on the submission screen of the QADB. All other processes are identical with either locationchoice.
35.0 HKQA Contacts (852) 3604 - etxn
Dean Wright QA/QC Manager HK/SH 1031Peddy Fok QA Officer Small Appliances 1033Sancho Tsang Technical Officer Small Appliances 1042J ose Lam QA Officer Consumer Electronics 1036Sai Fan Lee Technical Officer Consumer Electronics 1041Man Cheng QA Officer Softgoods, Misc Hardgoods 1035Allan Chow Technical Officer Softgoods, Misc
Hardgoods1038
Patrick Ng QA Officer Toys and Sporting 1034Thomas Wong Technical Officer Toys and Sporting 1037Scott Lo Technical Officer - Footwear 1039Berry Kwong Packaging and Printing Specialist 1040J ulisa Chu Pre-Shipment Co-ordinator - HK 1032Cherry Cia Pre-Shipment Co-ordinator - SH 1523
36.0 QC@DCAll Level 4, 2 nightwear, and 3 Private Label lines are required to be inspected upon receipt at the DC. Incominggoods are assessed against reports currently in the QADB. If defective, they will be placed on-hold untilcorrective action is taken.The BM/Buyer and QA will determine the risk associated with the defective goods. Minor faults may be allowedfor this shipment only. All other goods would need to be amended. Any breach of legislation will under nocircumstances be allowed to be shipped to store without re-work. All rework or return freight is charged back to
vendor. If the SBM/MM and the QRC manager cannot come to a consensus as to the corrective action required,the Department GM reserves the right to make the final decision.
ContactsDavid O Leary QC@DC Big W Warwick 07 46610185Cassie Paech QC@DC Big W Monarto 08 85327152Kamlesh Reddy QC@DC Woolworths GM 02 98927601Dianne Grimadell QC@DC Woolworths GM 02 88872119
37.0 Process ReviewQA encourages feedback on any aspects of this manual. This manual will be updated annually and on an as
needs basis if within the annual period.
38.0 Terms and Definit ions3
rdParty Certification Body or Test Facility Independent of supplier & QA
AUSGM QA Australian General Merchandise Quality Assurance Department
AS/NZS Australian New Zealand StandardsACMA Australian Communications and Media AuthorityBronze sample Pre production, mock up sample used for initial approvals.
CAP Corrective Action Plan
Client A customer or receiver of services
Critical All documentation listed in the product category specifications
DB QA DatabaseDC Distribution CentreElectricalProduct
Products requiring electricity to function and is considered to be high risk
7/28/2019 Qa Processmanual
38/40
Page 38 of 40
EMC Electromagnetic Compatibility
EN European Standards (French: Norme Europen)
GM General Manager
GWP Gift with purchase
Gold seal sample Post Production sample by which a factory will use to use as an expectation ofoutcome
HKPO Hong Kong Procurement Office
HKQA Hong Kong Quality AssuranceHigh Risk Any electrical product requiring EMC and/or Electrical Safety ApprovalISO International Standards OrganisationManager QA Risk & Compliance Manager.MM Merchandise ManagerNA Not AvailableOSC Big W only Order Signed Conditionally.
ProductStandards
WoW Limited Group Quality and Compliance guidelines for product sold in alldivisions.
QA Big W/WW Quality Assurance Department
QADB Quality Assurance Database
QCR Quality Control Report
QRC Mgr Quality, Risk & Compliance ManagerQS Quality Specialist for assigned division or specialty areasRegulators Australian Competition and Consumer Commission (ACCC), Australian
Communications and Media Authority (ACMA), State and Territory Fair Trading.These government departments enforce the Trade Practices Act.
SF Shared Folder
SFR System For Retailers
Silver sealsample
Pre production sample used for final approvals as the closest guide for expectedproduction.
SleepwearSpecialist
Mandatory Compliance Specialist who conducts the second assessment postBronze and Silver approval.
Standards AS/NZS/ISO and equivalent.TL Team Leader
TPA Trade Practices Act
WoW Ltd Brand Woolworths Limited Group business brand or label bearing a divisional name,owned by the Group or sold exclusively or under license to the Group.
39.0 Big W GMQA Internet Quick Links
Please refer to the Internet link for the following manuals, protocols and reports Design Manual
Manchester Manual Textile Manual Packaging & Labelling Manual Pre-shipment Inspection Protocol Pre-shipment Inspection Report
http://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms andTrading Terms Supporting Links. (Ctrl + click)
7/28/2019 Qa Processmanual
39/40
Page 39 of 40
40.0 Attachments
7/28/2019 Qa Processmanual
40/40
Date:QAIDNo:RefNo/KeyCode:Vendor:VendorStyleNo:OrderNo:ShippingDate:InStoreDate:Dept/Buyer:
BronzeSilverGold Advertising
ForOfficeUseAdvertised: Yes NoAdvertisingDate:
Comments:
ForOfficeUse