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General Merchandise Quality Assurance Operating Procedure Manual 2010

Version: V15

CONTENTS
Quality Vision Scoping Framework ................................................................................ 3 2.0 Quality Vision ...................................................................................................... 3 3.0 Quality Mission .................................................................................................... 3 4.0 Determining the QA Level for each product ........................................................ 3 4.1 Brand Assessment .............................................................................................. 4 4.2 Vendor Assessment Guidelines .......................................................................... 4 4.3 Classifying the product risk ................................................................................. 4 4.4 Risk Rating by Level............................................................................................ 5 5.0 Category/Product Standards ............................................................................... 6 6.0 Trading Terms ..................................................................................................... 7 7.0 QA & Ethical Sourcing Audits .............................................................................. 7 8.0 Product sample Assessment ............................................................................... 7 9.0 3rd Party Testing ................................................................................................. 7 10.0 GMQA Activities & the Woolworths Ltd Risk Framework .................................... 8 11.0 GMQA Process Level 4 Nightwear and limited daywear .................................. 9 12.0 GMQA Process Procedures - Level 4 Nightwear and limited daywear.............. 10 13.0 GMQA Process Level 2 Nightwear and limited Daywear ............................... 18 14.0 GMQA Process Procedures - Level 2 Nightwear and limited daywear.............. 19 15.0 GMQA Process Level 1 & 2 National Brands ................................................. 22 16.0 GMQA Process Procedures Level 1 & 2 National Brands.............................. 23 17.0 GMQA Process Level 3 & 4 Products ............................................................ 24 18.0 GMQA Process Procedures Level 3 & 4 Products ......................................... 25 19.0 Roles and Responsibilities for GMQA Activities ................................................ 29 20.0 Reporting of Results.......................................................................................... 30 21.0 Pre-shipment Inspections.................................................................................. 30 22.0 Product Audits ................................................................................................... 32 23.0 Customer Complaints........................................................................................ 32 24.0 Artwork/Packaging ............................................................................................ 32 25.0 Ongoing Product Review................................................................................... 32 26.0 Supporting documentation ................................................................................ 33 27.0 Product samples................................................................................................ 33 28.0 Finished Assessment Samples ......................................................................... 34 29.0 Target Response Time...................................................................................... 34 30.0 Charging............................................................................................................ 34 31.0 Recall & Withdrawal Procedures ....................................................................... 35 32.0 QA Teams ......................................................................................................... 36 33.0 AUS GMQA Contacts (02) 888 - etxn................................................................ 36 34.0 Hong Kong QA Process .................................................................................... 37 35.0 HKQA Contacts (852) 3604 - etxn..................................................................... 37 36.0 QC@DC ............................................................................................................ 37 37.0 Process Review................................................................................................. 37 38.0 Terms and Definitions ....................................................................................... 37 39.0 Big W GMQA Internet Quick Links .................................................................... 38 40.0 Attachments ...................................................................................................... 39

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Quality Vision Scoping Framework


This document provides background and context to the Woolworths Limited General Merchandise Quality Assurance (GMQA) Framework. This outlines the methodology employed to ensure that Woolworths 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 and limited 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 with the degree of QA and assurance activities varying from Levels 1-4. Brands, products and vendors determined to be higher-risk will be subject to more QA and assurance activities than those with lower risk. In addition, this document outlines the Quality Assurance Assessment, Testing and Compliance Auditing process 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 support references, including the Design & Textile Manuals, Manchester Manual, Packaging and Labelling Manual.

2.0

Quality Vision

To enable our customers to have complete trust in the quality and therefore, the value of the products we sell at Big W and Woolworths.

3.0 Quality Mission


To influence the quality of products by increasing the technical involvement in the product development lifecycle, earlier. To minimise product risk, by providing technical, safety and regulatory expertise while operating within legal and regulatory boundaries.

4.0 Determining the QA Level for each product


A decision tree has been developed to assist buyers in determining the appropriate QA Level required for their intended purchase. The QA Level is determined by three components of risk: the brand, the vendor and the product.

Classification Framework Decision tree

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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 will be necessary.

4.1

Brand Assessment

In the first instance, if the product is going to be branded for one of the Woolworths Limited Group businesses (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 Limited and our Brand are higher in this scenario. The following are classified as a WoW Ltd Brand for Woolworths Limited Group businesses: A product branded or labelled with one of the Woolworths Limited Group business names ie Woolworths or DSE. A product carrying a licensed, control, house or exclusive brand or label for a Woolworths 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 a lower 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, JB Hi Fi, Toys R Us etc) the vendor can demonstrate that they have a quality assurance, compliance and monitoring program in place the vendor can demonstrate that they have a crisis management program (including procedures for product recalls) in place the vendor has not received any recent negative press in relation to product quality or manufacturing 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 to determine the QA Level and whether that product and vendor will be included on the Woolworths Limited National Brands Register.

4.3

Classifying the product risk

Any product that is either subject to safety standards, or subject to a product specific standard under either the Trade Practices Act or various Commonwealth state and territory legislation, will be typically classified as having a higher risk. There are also some products that Woolworths Limited considers to be high risk not withstanding that they are not specifically legislated. These will also be classified as High Risk for QA purposes. Product risk should be confirmed with GM QA prior to orders being placed. All Product Standards in place as at July 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 are High Risk or Non High Risk (refer to Woolworths Limited Product Standards Classification).

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The Product Standards have also been mapped to the Product Ranges purchased for to a Woolworths Limited Group business. Where a particular Product Range references a number of Product Standards which 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 Level 1 National Brands Vendor and Product Characteristics Vendor branded product, Product is produced by a vendor with a positive reputation in the Australian market / industry for producing that product, and Product is not in a high risk category. Vendor branded product, Product is produced by a vendor with a positive reputation in the Australian market / industry for producing that product, and Product is in a high risk category. Examples Loreal, Pantene, Huggies Omo, Coca Cola, Gillette Dunlop Sporting Goods Bonds Apparel Bonds & Osh Kosh Nightwear Lego Toys Sony Televisions, DVDs Fisher Price Nursery Toys Imgram Micro agent for Canon & Logitek Gardening Tools Stationary Tea Towels & Napery Kitchen Utensils Essentials, Scribblers, Allsorts underwear, Pink Sugar, Wave Zone, House x Home. Patio Outdoor furniture and garden tools produced by Jamie Durie Allsorts Childrens Sleepwear, Dymples Zipp, AWA, Home Collection & Abode electrical, Tinkers. Fitness equipment Toys Gift with Purchase attached to any product regardless of parent product/vendor level.

Level 2 National Brands

Level 3

Level 3

Vendor branded product, Product is not produced by a vendor with a positive reputation in the Australian market / industry for producing that product, and Product is not in a high risk category. Private Label/Corporate Branded exclusive Product or licensed to Woolworths Ltd. Product is not in a high risk category

Level 4

Private Label/Corporate Branded exclusive Product or is licensed to Woolworths Ltd. Product is in a high risk category. Vendor branded product, Product is not produced by a vendor with a positive reputation in the Australian market for producing that product, and Product is in a high risk category.

Level 4

Classification Framework Vendor & Product

4.4

Risk Rating by Level

For 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 Limited Group business if no QA activities were completed. The residual risk is that remaining after a degree of QA assessment and activities are completed. The inherent risk determines the type of QA activities required, how often they need to be completed and by whom. The risk increases as you move across the QA Levels from 1 to 4 and therefore more QA activities are required to reduce the residual risk to acceptable levels. The table below summarises the inherent and residual risks of each of the Levels for each of the risk categories. Where the residual risk is Medium or above, management need to make a business decision to determine whether or not this level of risk is acceptable.

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Risk Rating
High Medium Low

Product safety

1 2 3 4 1

1 2 3 4 1 2

Financial

2 3 4 3 4 1 2 3 4 1

Reputational

1 2 3 4 1 2

Legal

2 3 4 3 4

# #

Inherent Risk Residual Risk

Inherent & Residual Risk

5.0 Category/Product Standards


The requirements for each level of product ranged by Woolworths & BIG W are listed in a set of Woolworths Ltd standards that may be accessed on the Wow net internally and are soon to be accessed externally. These standards describe legislation that must be adhered to, national standards that should be used to specify products, and refer to, or list, specific labelling, marking and instructions and 3rd party test reports that may be needed. (CTRL +click to follow internal link); http://wownet/sites/compliance/shared%20documents/product%20Standards%20Library%20homepage. aspx Some of the regulations that our products are subject to: Trade Practices Act Fair Trading Act legislation Electrical product Safety regulations General product safety regulations Trade Measurement Act Energy Efficiency regulations Water Efficiency regulations Radio Communications Act Customs Regulations Food Standards Code Telecommunications Act Australian/New Zealand Standards

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6.0 Trading Terms


In addition to the specific financial rebate and settlement agreements, Wooloworths Ltd requires all vendors to sign General or Harmonised Trading Terms. These are located at http://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms and Trading Terms Supporting Links. (Ctrl + click)

7.0 QA & Ethical Sourcing Audits


All Woolworths Ltd. Vendors are asked to comply with our Ethical Sourcing Policy. All Level 3 & 4 Private Label Vendors will be required to have their factories audited for insight into both quality and ethical trading practices. Each audited vendor will be given a status: Approved, At Risk or a Conditionally Approved with a Corrective Action Plan (CAP) for non conformances that arise from the audit. It is recommended that product will not be purchased from a vendor that is at risk. All buyers over 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 at consumergoodsquality@woolworths.com.au Refer to Ethical Sourcing Policy: http://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms and Trading Terms Supporting Links. (Ctrl + click)

8.0 Product sample Assessment


For Level 3 & 4, GMQA will undertake an assessment of the submitted product sample using appropriate internal assessment methods, standard test methods and judgement to ensure that Big W and Woolworths 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 for more details on samples required for assessment.

9.0 3rd Party Testing


Woolworths Ltd requires vendors to acquire relevant testing against Australian Standards and legislation to 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 by external accredited test companies and relevant reports submitted. Refer to the specific Category Standard for required test reports (5.0). Big W/Woolworths will only accept test reports from the following testing houses:-

SGS Intertek (ITS) AusTest Laboratories Testing and Certification Australia (TCA)

Qualspec ITACS EMC Technologies TQRTM

Bureau Veritas RMIT Comtest 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 clear description and clear identification of all product reference number/keycode at the time of submission. All keycodes associated with the test are to be listed on the test report.

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10.0 GMQA Activities & the Woolworths Ltd Risk Framework


3/03/2010 Woolworths Ltd. Risk Framework levels
Level 3 Low Risk Vendor Branded Level 3 Low Risk Private Label Level 4 * High Risk Vendor Brand Level 4 High Risk Private Label Level 4 Licensed & Private Label Sleepwear

Level 1 National Brand Vendor Approval Signed trading terms Commitment to Quality in Vendor Guide Quality & Ethical Sourcing Audit Pre -Order Product Standards Product Specifications Pre-Production Bronze sample submission Vendor initiated 3rd Party Testing Buyers Silver sample submission QA Assessment of Silver & Test reports Approvals Packaged & Hard Goods Newline Committee (hangered goods exempt)

Level 2 National Brand

Level 2 Sleepwear National Brand

Production
Gold Sample Assessed by QA Pre-shipment Inspection

DC
QC@DC Stores Store Operations & Customer Complaints 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; silver only required.

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11.0 GMQA Process Level 4 Nightwear and limited daywear

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12.0 GMQA Process Procedures - Level 4 Nightwear and limited daywear


Supporting documentation

QA Activity 1.0 Product ranging and vendor accreditation

Role Vendor Buyer Woolworths QA

Action required Compliance Submit unaudited vendor details to WQA WQA facilitates forms to be submitted by vendor. Assess outcome of audit and accredit vendor or Corrective Action Plan

Document Location WOW Website

Additional Notes Document outlining Woolworths Ltd Ethical Sourcing expectation for Trade Partners

Audit Template

Documents held by WOW QA

Audit Report including corrective action plan if required

Woolworths QA facilitate audits which will be inclusive of Ethical Sourcing Policy. Audits performed by a 3rd party these are done at a vendor level. Outcomes are approved conditionally approved or at risk with CAP. Quality aspects covered in the Factory Audits are: Quality system Regulatory Standards Factory Practices Inspection & Testing Product Traceability Document Control

Vendor 3rd party certification body Buying Vendor

2.0 Keycode generation 3.0 Bronze submission. Fit and Design sample

Book audit by 3rd party certification body. Perform audit and send results back to WQA Generation of the keycode in SFR Check the accuracy of sample and documentation. Preparation of bronze sample in correct base fabric size and components. Ie. Correct weight composition and fabric type.

Bronze sample.

Bronze sample does not need to be in correct colour. Components for this purpose include: Elastic, trims etc.

Artwork for prints motifs appliqus and intended fire category labelling

Intended labelling including the following: care and content labelling country of origin labelling and brand labelling"

Allowed exclusions are-prints motifs appliqus and labelling providing that these are submitted in electronic format and to scale. An accurate description of the above is also required. Artwork needs to be representative of anomalies in design i.e. grading of appliqu over size range. Fire category labelling will not be confirmed at bronze stage. Labelling will not be confirmed at bronze stage.

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QA Activity 3.0 Bronze submission. Fit and Design sample Continue

Role Vendor Continue

Action required Preparation of the required documentation

Supporting documentation Submission form and submission ticket completed in full

Document Location Submission forms can be found in the annex of the QA Standard Operating Procedures(SOP)

Additional Notes Submission form is to state the intended fire category. Vendor can make comments regarding the sample on the submission form.

Graded spec sheet

Spec sheet for relevant sample with keyline drawing including mandatory measurement points indicated. Vendor must measure sample and make comments regarding the sample on the spec sheet.

Style sheet/story boards No 3rd party test reports for flammability on base fabric or last years test report will be assessed at this time Submit physical sample to buying. Submit documents to buying electronically Check the accuracy of sample and confirm the submission information to the sample and the order Submission of bronze sample/documents via database Keycodes (Childrens nightwear and limited daywear only) are to be linked to the submission Physical submission of the bronze sample to QA department

Buying

As above

Documents are as above. No childre's nightwear and limited daywear is to be X-Docked.

Department Document Library Department Document Library

Refer to Quality Systems User Manual on How to Submit

Refer to Quality Systems User Manual on How to Link Keycodes. Keycodes have to be raised in SFR 24 hours before they can be linked to the data base. Buying department is to place the bronze samples on the softgoods rack located in QA.

Quality Technician

Submission form and submission ticket Spec sheet Bronze sample Style sheet/story boards Artwork for prints motifs appliqus fire category labelling. Intended labelling including the following: care and content labelling country of origin labelling and brand labelling"

Fire Category labelling will not be confirmed at bronze stage.

Labelling will not be confirmed at bronze stage.

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QA Activity 3.0 Bronze submission. Fit and Design sample continued

Role Quality Technician continue

Action required Sample assessed for fabrication, construction, fit, safety, measurement, grade and compliance with all mandatory standards.

Supporting documentation

Document Location BIG W Website

Additional Notes Fabrication/weight-Assessed against submission information. Construction-Assessed against QA design manual. (refer to Internet) Fit-Visually assessed on the dummy. Safety-Assessed against QA Design manual.(refer to Internet) Measurement and grade-Sample compared against documentation submitted Mandatory-Assessed against any relevant mandatory Standards. Eg Childrens nightwear and limited daywear, Trade Practices Act, etc) Photos (Childrens nightwear and limited daywear only) taken and placed in data base as attachment.

Photos (Childrens nightwear and limited daywear only) taken and placed in data base as attachment. Finalised QA assessment report

QA Assessment report

4.0 Silver Submission. Pre-production sample.

Vendor

Sample stored (Children's Nightwear and Limited Daywere Only) Check the accuracy of sample and documentation. Preparation of three identical samples in production fabric. Two for QA and one to be kept by buying Preparation of the required documentation Submit physical samples to buying.

Sample

QA Laboratory

Sample placed in WIP status if approved pending silver sample submission. No OSC will be given on bronze sample. No Pass will be given on bronze sample. Finalised QA assessment report sent back to buying via data base. Sample sealed until silver and gold submissions are received. The samples and documents are stored for 5 years upon receipt of gold samples. Silver samples need to be approved prior to production commencing

Three identical QA silver samples.

Submission form and submission ticket Any updated specs

Submission form is to be completed in full. If the bronze assessment indicates outstanding paperwork (amended spec/technical information), this can be submitted at silver stage. This does not include a new composition of fabric.

Submit documents to buying electronically Flammability reports (if required) on the finished production fabric conducted by independent 3rd party testing house. Independent 3rd party testing house is to confirm flammability, weight and composition. BIG W accepts flammability test reports (Flame spread and Surface burn) from the testing houses listed in the SOP (Refer Internet) provided mandatory tests are NATA or CNAS accredited. These 3rd party test reports must not be submitted to BIG W via the factory. They must be in original PDF format direct from the vendor Flammability test reports must have all keycodes listed on the report.

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QA Activity 4.0 Silver Submission. Pre-production sample. Continue

Role Vendor continue

Action required

Supporting documentation

Document Location

Additional Notes If second drop is ordered with new keycodes the above process will need to be repeated. Test reports also will have full fabric description style number and test results listed on the report. 3rd party test reports are to have photos attached of all fabric submitted. 3rd party test reports (Non Mandatory) to be carried out on finished production fabric for print durability, rubfastness and colourfastness to washing specific to riskiest colour in the order by fabrication. Stability to be carried out on base cloth in any colour. Reports to include accurate fabric descriptions and fibre content. Weight to be confirmed by testing. 3rd party label durability test report can be assessed at this stage if the production labels are tested attached in the manner in which the item will be used. Labels are to be attached to sample (where possible) On exception artwork/photos of labels showing where they will be attached must be submitted in electronic format and to scale, and will be assessed for suitable care, content and country of origin information. Packaging/artwork assessed against mandatory requirements and QA packaging manual.(refer link). Any additional claims made on packaging must be supported by 3rd party test reports

3rd party test reports for fabric performance.

3rd party test reports for label durability All labels

All packaging/artwork. Test reports to confirm claims Buying Check the accuracy of sample and confirm the submission information to the sample and the order Submission of two identical silver samples/documents via database using previous QAID. Physical submission of the silver samples to QA department Sample assessed for accuracy, fabrication, safety, performance and compliance with all mandatory standards. As above.

Documents are as above

Buying is to place the silver samples on the softgoods rack located in QA. Two silver samples

Quality Technician

Submission form and submission ticket completed in full Each assessment is to show technicians initials. BIG W Website BIG W Website

Sample accuracy-Assessed against submission information.

Fabrication/weight-Assessed against submission information Safety-Assessed against QA Design manual.(Refer Internet) 3rd party test reports submitted assessed against BIG W QA textile manual (Refer Internet) Mandatory-Assessed against any relevant mandatory standards(Childrens nightwear and limited daywear, trade practices Act etc) 3rd party test reports will only be assessed if relevant to submission information and sample submitted.

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QA Activity 4.0 Silver Submission. Pre-production sample. Continue

Role Quality Technician continue

Action required

Supporting documentation Flammability reports

Document Location

Additional Notes Independent 3rd party testing house is to confirm flammability, weight and composition. BIG W accepts flammability test reports (Flame spread and Surface burn) from the testing houses listed in the SOP(Refer Internet) provided mandatory tests are NATA or CNAS accredited. These 3rd party test reports must not be submitted to BIG W via the factory. They must be in original PDF format direct from the vendor. Flammability test reports are to have all keycodes listed on the report. If second drop is ordered with new keycodes the above process will need to be repeated. Test reports also will have, full fabric description, style number and test results listed on the report. 3rd party test reports are to have photos attached of all fabric submitted. 3rd party test reports (Non Mandatory) to be carried out on finished production fabric for print durability, rubfastness and colourfastness to washing specific to riskiest colour in the order by fabrication. 3rd party label durability test report can be assessed at this stage if the production labels are tested attached in the manner in which the item will be used. BIG W accepts label durability test reports from the testing houses listed in the SOP(Refer Internet) provided the mandatory test are NATA or CNAS accredited. Packaging artwork assessed against mandatory requirements and QA packaging manual.(refer Internet) Any additional claims must be supported by 3rd party test reports. Labels are to be attached to sample (where possible) On exception artwork/photos of labels showing where they will be attached must be submitted in electronic format and to scale, and will be assessed for suitable care, content and country of origin information.

Performance reports

3rd party test reports for label durability

Packaging/artwork check

Packaging/artwork Test reports to confirm claims Labels

Internet

Softgoods Compliance Specialist

Comprehensive photos taken and placed in data base as attachment. If initial assessment is approved attach bronze to the two silver samples and submit for second mandatory check. Assessment is not finalised until second mandatory check is complete. Second mandatory assessment completed Finalised QA assessment report Both silver samples ticketed and signed off if approved. One sample is given to Quality Specialist.

Item will not proceed to second mandatory check until initial assessment has passed.

Two silver samples QA assessment report Bronze and silver sample QA data base

Mandatory test reports may be validated with 3rd party testing house Finalised QA assessment report sent back to buying via data base Authorised-signed ticket.

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QA Activity 4.0 Silver Submission. Pre-production sample. Continue

Role Softgoods Compliance Specialist continue Quality Specialist

Action required One sample is stored with bronze.

Supporting documentation

Document Location

Additional Notes Sample held with bronze until gold submissions are received. The samples and documents are stored for 5 years upon receipt of gold samples. Preshipment inspection request is e-mailed to vendor.

5.0 Gold submission. Production Sample

Vendor

Review approved silver sample and completes preshipment inspection request. Seals silver sample and returns to vendor via collection point or posted Picking of two identical production samples prior to preshipment inspection taking place. One for QA and one to be kept by buying Preparation of the required documentation

Collection point is located in QA. Vendor is to collect or alternatively sealed sample is posted back to vendor Gold Sample/s The gold samples are to arrive at BIG W at the time of the pre shipment inspection report being sent. Vendor prepares 1 gold sample if flammability is not required on sample. If requested, vendor is to prepare an additional 3 gold samples if flammability is required on sample. This is to be done per style per print colour. If the 3rd party label durability test report was not assessed at silver stage it must be assessed at this stage on the production labels. They are to be tested attached in the manner in which the item will be used. BIG W accepts label durability test reports from the testing houses listed in the SOP(Refer Internet) provided the mandatory test are NATA or CNAS accredited.

3rd party test report for label durability.

BIG W Website

Button/Stud test reports (If required) Submit physical samples to buying. Submit documents to buying electronically Check the accuracy of sample and confirm the documentation to the sample and the order Submission of gold sample/documents via database 3rd party test report for label durability Gold sample/s need to be representative of anomalies in design ie grading of appliqu over size range.

Buying

Department Document Library BIG W Website

Refer to Quality Systems User Manual on How to Submit

If the 3rd party label durability test report was not assessed at silver stage it must be assessed at this stage on the production labels. They are to be tested attached in the manner in which the item will be used. BIG W accepts label durability test reports from the testing houses listed in the SOP (Refer Internet) provided the mandatory test are NATA or CNAS accredited.

Button/stud test reports (If required). Physical submission of the gold sample to Quality Specialist

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QA Activity 5.0 Gold submission. Production Sample Continue

Role Softgoods Compliance Specialist/Quality Specialist

Action required Sample assessed for compliance with all mandatory standards.Sample assessed for quality.

Supporting documentation QA test report

Document Location

Additional Notes Mandatory-Assessed against any relevant mandatory standards (Childrens nightwear and limited daywear, trade practices Act etc). If a non-conformance is identified the issue is to be escalated to the Quality Risk and Compliance Manager and to the Merchandising Manager for resolution. Childrens nightwear and limited daywear will not be released unless it complies with all aspects of the relevant standard. Report is placed in Pass with DC inspection if approved. Finalised Qa assessment report sent back to buying via data base. Representative gold sample/s is/are sealed with the bronze and silver samples and stored for 5 years.

Finalised QA assessment report

Sample sealed and stored Softgoods Compliance Specialist When required, send additional samples away to 3rd party testing house for flammability testing. Receive additional flammability test reports from 3rd party testing house. Submission of reports via database and assess reports for compliance. Prepare pre shipment pack Submission request to 3rd party testing house Test report from 3rd party test house.

Report is left in Pass with DC inspection if approved.

6.0 Production / Preshipment inspection

Vendor

Sample and pack to contain all relevant information/details to allow pre shipment inspector to conduct inspection without delay. Pre shipment inspection will be paid for by the vendor. Preshipment inspections can take place at the factory or at a consolidation point. Protocol including inspection and report requirements Sealed silver sample Spec and grade sheet. Completed 3rd party pre shipment inspection booking form MOP/BOI Preshipment inspection booking form Silver sample and preshipment pack.

Advise factory to commence production To book preshipment inspection with 3rd party testing house 3rd party testing house Arrange preshipment inspection within 2 weeks of booking ensuring that goods will be 70100% complete. Ensure the preshipment inspection report is send directly to Quality specialist cc the vendor.

Inspection will not take place unless the goods are 70-100% complete.

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QA Activity 6.0 Production / Preshipment inspection - Continue

Role Quality Specialist

Action required Review preshipment inspection report, resubmit and attach to the QA ID in data base and release the goods for shipment. Finalised QA assessment report

Supporting documentation Preshipment inspection report.

Document Location

Additional Notes Cargo shipping will not release any FOB or FIS line until approval from the Quality Specialist.

7.0 DC Inspection

QC@DC inspectors

8.0 Store Audits

Quality Technician

Verify gold sample and pre shipment inspection report have been assessed and meet requirements Randomly selects products to be audited through season. Visit a selective BIG W or Woolworths store. Products are purchased through IST if non-conformance is identified. Submit product/s to QA via data base Assess product/s against mandatory standards and regulations. Finalise QA assessment report.

Silver sample. QA assessment report. QA assessment report

Item is placed in Pass with OSC if approved No level 4 Children's nightwear and limited daywear is to be X-Docked.

Store Audit inspection sheet

Department Document Library

Sample tests of rotating, categorical products performed at local stores to provide clear and true information and reduce risk of defective products.

Finalised QA assessment report sent back to buying and compliance specialist via data base. Complaint form

9.0 Customer Complaints

Buying

Quality Technician

Receive complaint and details from customer Obtain faulty sample and complete sample from store. Submit samples/documents to QA via data base. Sample assessed for safety and compliance with all mandatory standards. Finalised QA assessment report

Make special note to submit under Complaints as the submission reason

Finalised QA assessment report sent back to buying via data base.

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13.0 GMQA Process Level 2 Nightwear and limited Daywear

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14.0 GMQA Process Procedures - Level 2 Nightwear and limited daywear


QA Activity 5.0 Gold submission. Production Sample Role Vendor Action required Picking of 2 identical production samples prior to preshipment inspection taking place. One for QA and one to be kept by buying Preparation of the required documentation Supporting documentation Gold Sample/s in base size Document Location Additional Notes The gold samples are to arrive at BIG W at the time of the pre shipment inspection report being sent.

3rd party test report for label durability.

BIG W Website

Flammability test reports

Label durability must be assessed at this stage on the production labels. They are to be tested attached in the manner in which the item will be used. BIG W accepts label durability test reports from the testing houses listed in the SOP (Refer Internet) provided the mandatory test are NATA or CNAS accredited. BIG W accepts flammability test reports (Flame spread and Surface burn) from the testing houses listed in the SOP (Refer Internet) provided mandatory tests are NATA or CNAS accredited. These 3rd party test reports must not be submitted to BIG W via the factory. They must be in original PDF format direct from the vendor.

Submission form completed in full Submit physical samples to buying. Submit documents to buying electronically Check the accuracy of sample and confirm the documentation to the sample and the order Submission of gold sample/documents via database Physical submission of the gold sample to Quality Specialist Sample assessed for compliance with all mandatory standards. Sample assessed for quality. Gold sample/s need to be representative of anomalies in design i.e. grading of appliqu over size range.

Buying

Submission form completed in full Gold Sample Flammability test reports

Department Document Library

Refer to Quality Systems User Manual on How to Submit

Softgoods compliance specialist/Quality specialist

BIG W accepts flammability test reports (Flame spread and Surface burn) from the testing houses listed in the SOP (Refer Internet) provided mandatory tests are NATA or CNAS accredited. These 3rd party test reports must not be submitted to BIG W via the factory. They must be in original PDF format direct from the vendor.These reports may be verified. If a nonconformance is identified the issue is to be escalated to the Quality Risk and Compliance Manager and to the Merchandising Manager for resolution. Childrens nightwear and limited daywear will not be released unless it complies with all aspects of the relevant standard.

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QA Activity 5.0 Gold submission. Production Sample continue

Role Softgoods compliance specialist/Quality specialist continue

Action required

Supporting documentation 3rd party test report for label durability

Document Location BIG W Website

Additional Notes Label durability must be assessed at this stage on the production labels. They are to be tested attached in the manner in which the item will be used. BIG W accepts label durability test reports from the testing houses listed in the SOP (Refer Internet) provided the mandatory test are NATA or CNAS accredited. Mandatory-Assessed against any relevant mandatory standards (Childrens nightwear and limited daywear trade practices Act etc). Report is left in OPEN status pending pre shipment inspection report If requested vendor is to prepare an additional 3 gold samples. Representative gold sample is sealed and stored for 5 years.

Sample assessed for compliance with all mandatory standards QA assessment report Request audit samples (If required) Sample sealed and stored When required send additional samples away to 3rd party testing house for flammability testing. Receive additional flammability test reports from 3rd party testing house. Submission of reports via database and assess reports for compliance. Prepare pre shipment pack

QA test report

Softgoods Compliance Specialist

Submission request to 3rd party testing house Test report from 3rd party test house. Report is left in Pass with DC inspection if approved.

6.0 Production / Preshipment inspection

Vendor

Protocol including inspection and report requirements

The samples are not to be shipped to the Woolworths Ltd DC's without an approved pre shipment test report and approved gold sample Pre shipment inspection will be paid for by the vendor. Preshipment inspections can take place at the factory or at a consolidation point. Vendor may have there own people do there preshipment inspection but are requested to follow the Woolworths Ltd pre shipment protocol wherever possible.

To book preshipment inspection with 3rd party testing house 3rd party testing house/ Vendors own people. Quality Specialist Ensure the preshipment inspection report is send to Quality specialist Review preshipment inspection report. Attached it to the QA ID in data base and release the goods for shipment. Finalised QA assessment report

Preshipment inspection booking form Preshipment pack.

Inspection should not take place unless the goods are 70100% complete.

Preshipment inspection report.

QA assessment report. QA assessment report

Item is placed in Pass with DC inspection if approved. Finalised QA assessment report sent back to buyer via data base.

7.0 DC Inspection

QC@DC inspectors

Verify gold sample and pre shipment inspection report have been assessed and meet requirements

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QA Activity 8.0 Store Audits

Role Quality Technician

Action required Randomly selects products to be audited through season. Visit a selective BIG W or Woolworths store. Products are purchased through IST if non-conformance is identified. Submit product/s to QA via data base Assess product/s against mandatory standards and regulations. Finalise QA assessment report.

Supporting documentation Store Audit inspection sheet

Document Location Department Document library

Additional Notes Sample tests of rotating categorical products performed at local stores to provide clear and true information and reduce risk of defective products.

Finalised QA assessment report sent back to buying and compliance specialist via data base. Complaint form

9.0 Customer Complaints

Buying

Quality Technician

Receive complaint and details from customer Obtain faulty sample and complete sample from store. Submit samples/documents to QA via data base. Sample assessed for safety and compliance with all mandatory standards. Finalised QA assessment report

Make special note to submit under Complaints as the submission reason

Finalised QA assessment report sent back to buying via data base.

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15.0 GMQA Process Level 1 & 2 National Brands


(not including Nightwear & Limited Daywear)

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16.0 GMQA Process Procedures Level 1 & 2 National Brands


(not including Nightwear & Limited Daywear)
QA Activity 1.0 Vendor Ranging 2.0 Keycode generation 3.0 Store Audits Role Buying Buying Quality Technician Action required Buying will review range with vendor Keycode generation and loading into SFR Randomly selects products to be audited through season. Visit a selective BIG W or Woolworths store. Products are purchased through IST if non-conformance is identified. Submit product/s to QA via data base Assess product/s against mandatory standards and regulations. Finalise QA assessment report. 4.0 Customer Complaints Buying Receive complaint and details from customer Obtain faulty sample and complete sample from store. Submit samples/documents to QA via data base. Sample assessed for safety and compliance with all mandatory standards. Finalised QA assessment report Randomly selects keycodes to be audited through season. Send letter to vendor requesting 3rd party test reports for the randomly selected keycodes Submission of documents via database Documents assessed for compliance with all mandatory standards. Finalised QA assessment report Complaint form Supporting documentation Document Location Additional Notes

Store Audit inspection sheet

Department Document Library

Keycode is entered into QADB. QADB will filter through NBR. Key code automatically approved. Sample tests of rotating categorical products performed at local stores to provide clear and true information and reduce risk of defective products.

Finalised QA assessment report sent back to buying and compliance specialist via data base. Make special note to submit under Complaints as the submission reason

Quality Technician

Finalised QA assessment report sent back to buying via data base.

5.0 Annual Audit (Level 2 Only)

Compliance Specialist

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17.0 GMQA Process Level 3 & 4 Products


(not including Nightwear & Limited Daywear)

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18.0 GMQA Process Procedures Level 3 & 4 Products


(not including Nightwear & Limited Daywear)

QA Activity 1.0 Product ranging and vendor accreditation

Role Vendor Buyer Woolworths QA

Action required Compliance Submit unaudited vendor details to WQA WQA facilitates forms to be submitted by vendor.

Supporting documentation

Document Location WOW Website

Additional Notes Document outlining Woolworths Ltd Ethical Sourcing expectation for Trade Partners

Audit Template

Documents held by WOW QA

Assess outcome of audit and accredit vendor or Corrective Action Plan

Audit Report including corrective action plan if required

Woolworths QA facilitate audits which will be inclusive of Ethical Sourcing Policy. Audits performed by a 3rd party these are done at a vendor level. Outcomes are approved, conditionally approved or at risk with CAP. Quality aspects covered in the Factory Audits are: Quality system Regulatory Standards Factory Practices Inspection & Testing Product Traceability Document Control

Vendor 3rd party certification body Buying Vendor

Book audit by 3rd party certification body. Perform audit and send results back to WQA Keycode generation and loading into SFR Check the accuracy of sample and documentation. Preparation of bronze sample in correct material, size and components. Preparation of the required documentation

2.0 Keycode generation 3.0 Bronze submission. Initial sample (Apparel only)

No 3rd party test reports will be assessed at this time Bronze sample. Bronze sample does not need to be in correct colour. Components for this purpose include: Elastic/cords, trims etc. Allowed exclusions are-prints, motifs, appliqus and labelling providing that these are submitted in electronic format and to scale. An accurate description of the above is also required. Vendor can make comments regarding the sample on the submission form.

Artwork for prints, motifs, appliques and labelling. Submission form completed in full

Submission forms can be found in the annex of the QA Standard Operating Procedures(SOP)

Specification sheet Style sheet/story boards Submit physical sample to buying.

Spec sheet for relevant sample with keyline drawing.

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QA Activity 3.0 Bronze submission. Initial sample (Apparel only) - Continue

Role

Action required Submit documents to buying electronically

Supporting documentation

Document Location

Additional Notes

Buying

Check the accuracy of sample and confirm the submission information to the sample and the order Submission of bronze sample/documents via database Where possible keycodes are to be linked to the submission

As above

Documents are as above. No level 4 Private label product is to be X-Docked.

Department Document Library Department Document Library

Refer to Quality Systems User Manual on How to Submit "Refer to Quality Systems User Manual on How to Link Keycodes Key codes have to be raised in SFR 24 hours before they can be linked to the database." Buying department is to place the bronze samples on the softgoods rack or hardgoods shelves located in QA. Fabrication/weigh - Assessed against submission information Construction -. Assessed against QA design manual Fit -Visually assessed on dummy Measurement and grade-Sample compared against documentation submitted Mandatory - Assessed against any relevant mandatory Standards/legislation. E.g. Trade Practices Act, etc) Sample placed in WIP status if approved pending silver sample submission. No Pass will be given on bronze sample. Finalised QA assessment report sent back to buying via data base. Sample is to be collected within 7 days of buying receiving report status Silver samples need to be approved prior to production commencing

Quality Technician

Physical submission of the bronze sample to QA department "Sample assessed for fabrication, construction, fit, measurement, grade and compliance with all mandatory standards."

As Above

Finalised QA assessment report

QA Assessment report

Buying 4.0 Silver Submission. Pre-production sample. Vendor

Collection of bronze sample from QA outroom Check the accuracy of sample and documentation. Preparation of sample in production material/fabric. Preparation of the required documentation

Silver sample. Submission form completed in full Submission forms can be found in the annex of the QA Standard Operating Procedures(SOP) Vendor can make comments regarding the sample on the submission form.

Any updated specifications (Apparel). "3rd party test reports for safety, performance and compliance"

If the bronze assessment indicates outstanding paperwork (amended spec/technical information), this can be submitted at silver stage. BIG W accepts 3rd party test reports from the testing houses listed in the SOP (Refer Internet) . These 3rd party test reports must not be submitted to BIG W via the factory. They must be in original PDF format direct from the vendor.

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QA Activity 4.0 Silver Submission. Pre-production sample Continue

Role Vendor continue

Action required

Supporting documentation All labels

Document Location

Additional Notes Labels are to be attached to sample (where possible) On exception artwork/photos of labels showing where they will be attached must be submitted in electronic format and to scale, and will be assessed for suitable care, content and country of origin information. Packaging/artwork assessed against mandatory requirements and QA packaging manual.(refer Internet) Any additional claims must be supported by 3rd party test reports.

All packaging/artwork. Test reports to confirm claims Submit documents to buying electronically Submit physical sample to buying. Check the accuracy of sample and confirm the submission information to the sample and the order Submission silver sample/documents via database using previous QAID. (Apparel) Keycodes are to be linked the the submission Physical submission of the silver samples to QA department Sample assessed for accuracy, fabrication, construction, performance, safety and compliance with all mandatory standards.

Buying

As above.

Documents are as above

Refer to Quality Systems User Manual on How to Submit

Quality Technician

As Above

Refer to Quality Systems User Manual on How to Link Keycodes. Keycodes have to be raised in SFR 24 hours before they can be linked to the data base. Buying is to place the silver sample on the hardgoods in shelves located in QA. Sample accuracy-Assessed against submission information. Fabrication/weight-Assessed against submission information Construction-Assessed against submission information. Performance-Assessed against submission information Safety/Mandatory-Assessed against any relevant mandatory Standards/legislation. E.g. Toy Standard, Electrical Standards, Trade Practices Act, etc) Note: 3rd party test reports will only be assessed if relevant to submission information and sample submitted BIG W accepts test reports from the testing houses listed in the SOP(Refer Internet). These 3rd party test reports must not be submitted to BIG W via the factory. They must be in original PDF format direct from the vendor Test reports also will have, full description and test results listed on the report. 3rd party test reports are to have photos attached of all samples submitted. BIG W Website Packaging artwork assessed against mandatory requirements and QA packaging manual.(refer Internet) Any additional claims must be supported by 3rd party test reports.

Packaging/artwork check

Packaging/artwork Test reports to confirm claims

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QA Activity 4.0 Silver Submission. Pre-production sample Continue

Role Quality Technician continue

Action required

Supporting documentation Labels

Document Location

Additional Notes Labels are to be attached to sample (where possible) On exception artwork/photos of labels showing where they will be attached must be submitted in electronic format and to scale, and will be assessed for suitable care, content and country of origin information.

Photos taken and placed in data base as attachment. Finalised QA assessment report

QA assessment report

QA data base

Buying

7.0 DC Inspection

QC@DC inspectors

Collection of silver sample from QA Exit room or softgoods outrack. Verify any mandatory information. Carry out inspection as per DC protocol.

If approved, Level 3 product is "Passed" and Level 4 product is. Passed with DC: inspection if approved and does not need to go to second mandatory check. Finalised QA assessment report sent back to buying via data base Sample is to be collected within 7days of buying receiving report status Perform Quality checks for high risk products (mandatory and corporate brand only). QC@DC is to pay special attention to any requests made on the QA data base. Note: Random sampling will be conducted on level 3 products only "Sample tests of rotating, categorical products performed at local stores to provide clear and true information and reduce risk of defective products."

QA assessment report DC Inspection Worksheet

8.0 Store Audits

Quality Technician

Randomly selects products to be audited through season. Visit a selective BIG W or Woolworths store. Products are purchased through IST if non-conformance is identified. Submit product/s to QA via data base Assess product/s against mandatory standards and regulations. Finalise QA assessment report.

Store Audit inspection sheet

Department Document Library

Finalised QA assessment report sent back to buying and compliance specialist via data base. Complaint form

9.0 Customer Complaints

Buying

Quality Technician

Receive complaint and details from customer Obtain faulty sample and complete sample from store. Submit samples/documents to QA via data base. Sample assessed for safety and compliance with all mandatory standards. Finalised QA assessment report

Make special note to submit under Complaints as the submission reason

Finalised QA assessment report sent back to buying via data base.

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19.0 Roles and Responsibilities for GMQA Activities


Role
Buying

Responsibilities for GMQA Activities


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 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. 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 check approved. 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 the testing required. Conduct mandatory audit assessments on production samples both internally & by 3rd party testing laboratories. 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 testing required. Reviewing test-houses to determine who has appropriate capabilities to complete pre-shipment inspections Drafting Trading Terms Drafting Trading Agreements Regulator communication Central repository of Category Standards.

Quality Specialist

Mandatory Compliance Specialist

Legal

Corporate Group Compliance AUSGM QA/ HKPO QA

Determining Functionality Testing procedures and checklists


rd Completing all Functionality Tests, Design specs checks, labelling and assessments of 3 Party laboratory 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 and specifications Handle assessment inquiries from the DC and elevate to Quality Specialist. Store Audits performed and product assessment if required.

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Role
Distribution Centre

Responsibilities for GMQA Activities


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 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

Store Managers

20.0 Reporting of Results


Products in QA reports will be assigned statuses based on the assessment results. Newline Level Level 1&2 vendors are exempt from QA newline Bronze & Silver assessments. All keycodes 1 and 2 submitted to the QADB will automatically gain the QA approval in the SFR after automatic National validation from the National Brands Register stored in the QADB. Woolworths reference Brands codes are approved in CASS by the BMs. All level 2 vendors are subject to potential spot audits and annual reviews to demonstrate compliance capability to the Category Standards WIP Work in Items requiring more work or further reports prior to Pass condition are assigned a WIP Progress status. Pass with The product is not approved but an order is allowed to be placed subject to any outstanding OSC Order non mandatory 3rd party test reports from production being received and approved. Signed Responsibility lies with the BM/buyer to cancel the order if the test reports fail. Under no Conditionally circumstances should an OSC product be despatched from the supplier to the DC Pass with DC Any Level may have a DC inspection; however, all vendor and exclusive/own brand label Inspection products categorised as Level 3 or 4 will have full GMQA assessment with DC inspection/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 Inspections


All Sleepwear and Limited Daywear products will require a pre shipment inspection. Inspections will not take place unless the goods are 70-100% complete and/or packed. It is recommended the pre shipment inspections takes 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 by appointment or returned to the interstate vendor by courier. The Vendor is to complete the Pre-shipment Inspection request form to advise the 3rd party inspection company of the planned production dates and book the inspection. Inspection results will be emailed/faxed directly to the 3rd party auditors office and communicated with the Vendor & Quality Specialist before the auditor has left the factory. A passed report will be approved to be released immediately. A fail on mandatory/critical or major components of the audit will require the full report to be 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.

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22.0 Product Audits


Weekly 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 Complaints


The 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 the customer complaint. The form needs to be completed in full in order for QA to effectively deal with the complaint. 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/Packaging
All product samples should be accompanied by artwork/packaging and submitted through the QADB. Refer to Product Standards for required labelling requirements. Thelinkwillbe: www.wowlink.com.au/TopicCentre/StandardsCompliance/ProductStandards Link to QA Packaging and Labelling Summary Guidelines http://www.bigw.com.au/vendors/index.html followed by BIG W Vendor Trading Terms and Trading Terms Supporting Links. (Ctrl + click)

25.0 Ongoing Product Review


All existing products in the range need to be reassessed on an agreed periodical basis either annual or seasonally according to the risk. The new QA database generates a report based on the QA approval anniversary on a monthly 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
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26.0 Supporting documentation


When an item is submitted for assessment and it cannot be fully assessed in-house, additional documentation is required. Some examples as follows. Childrens Sleepwear & Limited Daywear Electric fan: Performance reports Instructions Attachment reports Safety test reports Flammability: flame spread and surface burn Declaration of conformity Label durability reports Packaging & Labelling Packaging & Labelling High visibility garment: Toys: Illuminance and chromaticity Parts 1-4 including Toxicology test report Packaging & Labelling Packaging &Labelling Cosmetics: Sporting and Gym Equipment: MSDS report Safety Standard labelling and reports Ceramics: Manchester Textiles: Lead and Cadmium heavy metals reports Performance reports Plastic food storage: Packaging & Labelling Food Plastics Test to FDA or EU Apparel Textiles Nursery Equipment: Performance reports Safety Standard test reports Attachment reports Packaging & Labelling Swimwear: High visibility garment: Sun protection report Illuminance and chromaticity Packaging & Labelling Packaging & Labelling These examples above do not cover all categories. See Category/Product Standards for specifics. Link: Thelinkwillbe:www.wowlink.com.au/TopicCentre/StandardsCompliance/ProductStandards

27.0 Product samples


All assessments require a sample of the intended product. If finished goods are not yet produced, artwork is also required. 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.

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28.0 Finished Assessment Samples


Upon assessment completion, all product samples (except some small mandatory products and own label products) 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 the discretion 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 each submission to status approval to be:Assessment Category Average Days Duration (hrs) Toys 2.0 0.5 to 1.0 Appliances & Electrical 3.0 2.0 to 4.0 Large Bulky Goods 2.0 2.0 to 4.0 Fit/Design - Bronze 1.0 2.0 Textiles - Silver 1.0 2.0 Small non- mandatory items 1.0 0.1 to 0.5 Mandatory 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 one person. 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 the submission queue by 9.30am the status of WIP will be returned to the submitter and the submission will need to resubmitted and join the bottom of the queue. Peak seasons may incur longer turnaround periods i.e. Toy Sale, Christmas testing, Chinese New Year, and seasonal submissions.

30.0 Charging
For Big W, charges are levied on suppliers in order to recover some of the costs incurred in carrying out the assessments and is reviewed from time to time in accordance with managements view of the fee structure in terms of costs and inflation. Woolworths Supers are cross charged a nominal monthly fee for service. Vendors are 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, unless found 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 3rd party test reports and perform fit for purpose assessments.

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Hardgoods & Softgoods 3rd Party assessments Typical Charge excl GST Testing Category Products ($) Minimal Assessment Intermediate Assessment Standard Assessment Extended Assessment 0.0 - 0.5 hours 0.51 1.0 hours 1.0 2.0 hours 2.1 + hours Charges for assessment $25.00 $50.00 $120.00 $250.00 +

Charge inc GST ($) $27.50 $55.00 $132.00 $275.00+

Vendors are encouraged to submit pre-production (silver) samples with artwork and packaging and all test reports 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 Procedures


The 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 Terms Supporting Links. (Ctrl + click) Woolworths Supers Link is
http://www.wowlink.com.au/wps/portal/topic_centre?WCM_GLOBAL_CONTEXT=/cmgt/wcm/connect/Content%20Librar y%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 issue regarding legality, for example, licensing. The product may or may not subsequently be recalled. Removing the item from show is immediately implemented to prevent any further sales, and isolate the product pending further 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 being identified with a product. Products are recalled to reduce the level of risk and minimise potential harm to consumers. The recall may be initiated as a result of a complaint, as a recommendation from BIG W, at the request of a regulator or by the Vendor. The formal process will be carried out by the Vendor. BIG Ws involvement may be limited to returning stock to the vendor and displaying recall notices or may be involved in collecting returned products. Product Recall - (Items imported by BIG W) - The reasons for conducting the recall are the same as those in the Vendor Managed Recall, but the responsibility for advertising, collecting, modifying or destroying stock lies 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%20Elin k%20Request.lnk

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Recall & Withdrawal Procedures

32.0 QA Teams
The department has been established with both Hard and Softgoods teams depending on the nature of the product. Assessments are not conducted in the department according to BigW or WW teams. Some items require dual department assessments due to the multiple facets of the products or Gift with Purchase (GWP). Hardgoods (HG) Toys Sporting Kitchen ware plastics & ceramics Electrical Hardware & Tools Furniture Nursery equipment Home ware ie blinds Jewellery Softgoods(SG) Fabrics All clothing Shoes, Belts, Wallets Manchester Products requiring both HG & SG Some soft toys Kids shoes with additions Camping sleeping bags Costumes Clothes with fashion jewellery Clothes for children under 3 Fabric bags Gift with Purchase

33.0 AUS GMQA Contacts (02) 888 - etxn


Jacqueline Negline-Smyth Compliance Steve Heymann Amanda Cook Judy Witt Ricky Levy Quality Specialists Jonathan Wong Juliana Mandic Penny Papoutsis Pa Yang QA Technical Team Julie du Plessis Michael McKenzie Mustafa Muharrem Tania Rees Nick Zhou Belinda Williams Emine Muharrem Janette Maxwell Renee Condon Quality, Risk & Compliance Manager Compliance Consultant - Hardgoods Compliance Specialist - Hardgoods Compliance Specialist Soft & Sleepwear Compliance Specialist Audits, NBR, et.al. Quality Specialist - Electrical Quality Specialist - Shoes Quality Specialist - Womenswear Quality Specialist Childrenswear QA Manager Technical Specialist Team Leader Technical Specialist Technical Specialist Technical Specialist Technical Specialist Technical Specialist Technical Specialist Technical Specialist 58307 58013 58006 58005 54448 56869 57506 51234 51122 54396 58011 58014 58010 59428 54848 58007 58008 58004
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34.0 Hong Kong QA Process


All HKPO sourced products shall be assessed in Hong Kong. Nomination of HKQA or AUSQA assessments is done by Buying on the submission screen of the QADB. All other processes are identical with either location choice.

35.0 HKQA Contacts (852) 3604 - etxn


Dean Wright Peddy Fok Sancho Tsang Jose Lam Sai Fan Lee Man Cheng Allan Chow Patrick Ng Thomas Wong Scott Lo Berry Kwong Julisa Chu Cherry Cia QA/QC Manager HK/SH QA Officer Small Appliances Technical Officer Small Appliances QA Officer Consumer Electronics Technical Officer Consumer Electronics QA Officer Softgoods, Misc Hardgoods Technical Officer Softgoods, Misc Hardgoods QA Officer Toys and Sporting Technical Officer Toys and Sporting Technical Officer - Footwear Packaging and Printing Specialist Pre-Shipment Co-ordinator - HK Pre-Shipment Co-ordinator - SH 1031 1033 1042 1036 1041 1035 1038 1034 1037 1039 1040 1032 1523

36.0 QC@DC
All Level 4, 2 nightwear, and 3 Private Label lines are required to be inspected upon receipt at the DC. Incoming goods are assessed against reports currently in the QADB. If defective, they will be placed on-hold until corrective action is taken. The BM/Buyer and QA will determine the risk associated with the defective goods. Minor faults may be allowed for this shipment only. All other goods would need to be amended. Any breach of legislation will under no circumstances 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. Contacts David O Leary Cassie Paech Kamlesh Reddy Dianne Grimadell

QC@DC Big W Warwick QC@DC Big W Monarto QC@DC Woolworths GM QC@DC Woolworths GM

07 46610185 08 85327152 02 98927601 02 88872119

37.0 Process Review


QA 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 Definitions


3rd Party AUSGM QA AS/NZS ACMA Bronze sample CAP Client Critical DB DC Electrical Product Certification Body or Test Facility Independent of supplier & QA Australian General Merchandise Quality Assurance Department Australian New Zealand Standards Australian Communications and Media Authority Pre production, mock up sample used for initial approvals. Corrective Action Plan A customer or receiver of services All documentation listed in the product category specifications QA Database Distribution Centre Products requiring electricity to function and is considered to be high risk

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EMC EN GM GWP Gold seal sample HKPO HKQA High Risk ISO Manager MM NA OSC Big W only Product Standards QA QADB QCR QRC Mgr QS Regulators

Electromagnetic Compatibility European Standards (French: Norme Europen) General Manager Gift with purchase Post Production sample by which a factory will use to use as an expectation of outcome Hong Kong Procurement Office Hong Kong Quality Assurance Any electrical product requiring EMC and/or Electrical Safety Approval International Standards Organisation QA Risk & Compliance Manager. Merchandise Manager Not Available Order Signed Conditionally. WoW Limited Group Quality and Compliance guidelines for product sold in all divisions. Big W/WW Quality Assurance Department Quality Assurance Database Quality Control Report Quality, Risk & Compliance Manager Quality Specialist for assigned division or specialty areas 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. Shared Folder System For Retailers Pre production sample used for final approvals as the closest guide for expected production. Mandatory Compliance Specialist who conducts the second assessment post Bronze and Silver approval. AS/NZS/ISO and equivalent. Team Leader Trade Practices Act Woolworths Limited Group business brand or label bearing a divisional name, owned by the Group or sold exclusively or under license to the Group.

SF SFR Silver seal sample Sleepwear Specialist Standards TL TPA WoW Ltd Brand

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 and Trading Terms Supporting Links. (Ctrl + click)

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40.0 Attachments

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Comments:

Bronze Silver Gold


Date: QAIDNo: RefNo/KeyCode: Vendor: VendorStyleNo: OrderNo: ShippingDate: InStoreDate: Dept/Buyer:
ForOfficeUse Advertised: Yes AdvertisingDate: ForOfficeUse No

Advertising

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