Global Quality

All Levels of the Organization Have an Expectation of Zero Errors

Customers and professional organizations recognize RR Donnelley for exceptional quality in product and service. This is the result of building quality into our culture and how we do business. We are, and will continue to be, committed to customer, shareholder, and employee satisfaction and we understand that quality is a key component of that commitment.

Through policy, process, and accountability at all levels in the organization, RR Donnelley has set an expectation of zero errors.

Quality Processes

RR Donnelley uses the principles of ISO 9001:2008 to manage Quality Processes and for the development, implementation and maintenance of effective Quality Management Systems. Many RR Donnelley manufacturing sites have taken the additional step to certify their Quality Management Systems to ISO 9001:2008 and all RRD sites manage quality processes in accordance with RR Donnelley Quality Management System requirements and the RR Donnelley Commitment to Quality.

RR Donnelley | Commitment to Quality

RR Donnelley provides quality products and services that enable customers’ revenue generation, communication, transaction, compliance, marketing, and other vital activities and processes.

We are committed to delivering quality that delights our customers, helps to increase shareholder value, and that reflects the training, dedication, experience and craftsmanship of our employees.

Our objective and expectation is to provide defect-free products and services. Policies, processes, and systems of accountability shall be designed to support an error-free environment. Each facility and functional discipline shall plan, develop, and implement a quality management system that embraces these principles:

Quality Principles:

  • Quality processes can and shall be continuously improved through the identification, measurement, and reporting of key and actionable elements of performance.
  • Feedback from customers, employees, suppliers, and other constituencies provides valuable data that shall be analyzed and used to enhance our quality processes.
  • Clearly defined and documented objectives support effective application and continual improvement of quality.
  • Regular and effective communication regarding quality processes and performance is vital to continuing a culture of quality excellence.
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Customer Satisfaction

Customer Satisfaction Drives Continuous Improvement Process

As one of our Global Quality principles, customer satisfaction is a key driver to how RR Donnelley builds continuous improvement into the quality of our products and services. Ongoing feedback from customers provides valuable data that is analyzed and used to enhance our quality processes.

  • Customer Satisfaction surveys
  • Quarterly Business Reviews
  • Systems to capture customer complaints
  • Communications through Sales and Customer Service

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Metrics & Objectives

Quality Metrics and Objectives Support Continuous Improvement Process

RR Donnelley has a Global Quality Objective to ensure our facilities are in compliance with the RR Donnelley Commitment to Quality policy. Clearly defined and documented objectives support effective application and continual improvement of quality.

Key Quality Metrics are used to monitor compliance to the RR Donnelley Quality Program requirements and statistical data analysis is done to engage in continual improvement opportunities to enhance customer satisfaction.

Our Quality Objectives include:

  • Establishing standardized and effective processes for quality management
  • Creating a zero tolerance mentality for errors
  • Reducing the impact of errors to external customers
  • Continually improving QMS through error investigation processes

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Communication

Convey the Importance of Quality Through Executive Communications to all Employees

Regular and effective communication regarding quality processes and performance is vital to continuing a culture of quality excellence. RR Donnelley top management communicates to all employees on an ongoing basis, concerning:

  • The importance of meeting customer requirements
  • The importance of meeting regulatory & statutory requirements
  • Quality program status and effectiveness
  • Quality Metrics and opportunities for improvement

RR Donnelley believes that employees at all levels of our organization are responsible for Quality and through regular communication and their involvement, we can continue to improve our quality processes and ensure we meet our customer’s expectations.

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Quality Policy

Commitment to Quality That Delights our Customers and Increases Shareholder Value

(Adopted March 16, 2009 and Amended Oct 1, 2016)

RR Donnelley provides quality products and services in accordance with documented Quality Management System (QMS) requirements to meet customer, regulatory and organizational needs and to facilitate continual improvement of QMS processes.

As a global quality objective, each facility shall implement and maintain a quality management system in accordance with RR Donnelley requirements and make quality and continual improvement a foundational value for every employee.

Our organization is committed to delivering quality that delights our customers, increases shareholder value, ensures regulatory compliance and reflects the training, dedication, experience, and craftsmanship of our employees. We will meet this commitment through the implementation of a QMS that embraces the following principles:

Quality Principles:

  • Quality processes shall be continually improved through the identification, measurement, and reporting of key and actionable elements of performance.
  • Feedback from interested parties provides valuable data that shall be analyzed and used to enhance our quality processes.
  • Clearly defined and documented objectives shall be developed, implemented and monitored to support effective application and continual improvement of quality.
  • Regular and effective communication regarding quality processes and performance is shall take place to foster a culture of quality excellence.

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RR Donnelley Corporate Offices

Phone: 1.312.326.8000 Fax: 1.312.326.8001

35 West Wacker Drive Chicago, Illinois 60601

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