Our Fertiliser Quality Policy outlines our commitment to providing products and services that meet our customer' needs.
Fertilisers contain various impurities which are mostly derived from the raw materials used in fertiliser manufacture. We are committed to providing quality products and services that meet customer needs.
We manufacture a wide range of fertilisers in Australia, and source products from other Australian suppliers and overseas to offer a comprehensive product range. In Australia, fertilisers must meet certain standards and be labelled in accordance with relevant statutory requirements and the Fertiliser Australia National Code of Practice for Fertilizer Description and Labelling. We have set specifications for domestically manufactured and imported fertilisers that meet these standards. Routine laboratory analyses are performed to ensure products meet these specifications.
Our fertiliser manufacturing is monitored by our own Quality Control Laboratories and our Ammonia (Big N), Urea and GranAm products are quality assured to AS/NZS ISO9001:2000 standards. All of our product imports are sourced in compliance with the Fertiliser Australia Purchasing Code of Practice. Product Specifications are set that meet statutory limits and market needs. Certificates of Analysis are sought from suppliers. The delivered products are then analysed through our own Quality Control Laboratories to ensure they are within specification, e.g. maximum limits of heavy metal impurities such as cadmium, lead and mercury. We declare the impurity content of fertilisers on the product label.
Through our Customer Complaints Data Base, we track the percentage of our
fertiliser product sold (imported or manufactured) which has quality control issues
and we set targets to improve/maintain this KPI each year. In 2016, the percentage
of fertiliser sales with quality control issues which were compensated for was just 0.042%. We examine quarterly 'touchpoint' reports assessed through 'Fertshed', our online customer transactional portal, which also tracks aspects of customer sentiment. This allows management to disseminate the information quickly through internal channels, solving product quality or delivery issues quickly.
Through Dyno Nobel, we are renowned as a global provider of innovative explosives products, services and solutions, delivering ground-breaking performance to out customers every day.
During 2016 we continued to improve our explosives product quality by the detection, analysis and correction of trends during processing which may impact quality and performance. Ingredient substitutions during 2016 resulted in improved emulsion quality, increased shelf life and improved stability. In addition, we created a superior surface emulsion to better withstand the rigours and timelines of international shipping. An improved Quality Management System was introduced into our Explosives Initiation Systems manufacturing plants and our Australian bulk emulsion manufacturing plants in 2015. The new QMS has allowed greater tracking and correction of product quality using a range of improved KPIs. These include:
• First Pass Yield, also known as Throughput Yield;
• Process Capability Index, a measure of how closely a process is running
to its specification limits, relative to the natural variability of the process;
• Financial cost of non-conforming products; and
• Escape Rate ((Total 'Escaped' Defects / Total Production) x 1,000,000) of
units not meeting our high standards of quality control. Our 2016 Escape
Rate was just 0.46, a better result than our target rate of <1.0
Globally, our ‘Marketing & Technology Ideas & Work Requests Database’ continues to accept requests from all over the company for assistance from our Research and Development Team, promoting a closer working relationship between our research and development laboratory and our manufacturing plants. This results in continuously improved operating procedures, particularly where product analysis is required, and is facilitating improved product quality in relation to both our bulk explosives formulations and the raw materials sourced.