A cornerstone of Antylia Scientific is our strong commitment to customer satisfaction. This is met by our dedication to deliver quality products, services, and manufacture top proprietary products without compromise. This is delivered through years of expertise, embedding a quality mindset and quality management system for one common goal-to earn customers' trust every day. To build and keep this trust, Antylia Scientific pledges to provide the following:
- High-quality products and services
- Accurate and clear product information
- Reliable and helpful technical support
- Ease of transactions
- On-time delivery
- The highest level of customer service before, during, and after the sale
- Products that satisfy all applicable statutory and regulatory requirements
- Facilitate a continuous improvement culture that is enabled through a safe environment to express concerns and ideas
- Establish and maintain an effective quality management system (QMS) to support our operations and products
Globally, Antylia Scientific is one team engaged to ensure our quality goals remain at the excellence customers deserve and have come to expect.
Cole-Parmer Operational Process and System
1. Management Responsibility / Document & Data Control
- The Director of Compliance and Safety oversees our Quality programs..
- The Director of Compliance and Safety reports to the CEO.
- We have a group of key measurements called Key Business Metrics (KBM).
- Senior management reviews the KBM’s monthly.
- Where applicable the KBM’s are posted internally for all employees and visitors to monitor.
- Departments control their own procedures, work instructions and records
and are held accountable to the success of their respective KBM’s.
2. Contract Review
- We review all orders to be sure we can meet customer requirements.
- Terms and conditions can be found at https://www.coleparmer.com/terms-and-conditions
- We will contact the customer to inform them if we cannot meet any requirements.
- For orders that cannot ship at once, we assign a promise date.
- If we cannot ship by this date, we will contact the customer with a new promise date if the customer opt in, and provides us with a email address.
- We can change an order, depending on the status of it in our system but only do so upon direct request of the customer.
3. Purchasing
- When taking on a new vendor, we verify they will be able to support the product.
- We evaluate our top suppliers monthly regarding nonconforming actions in receipt of goods and it is reported within that departments KBM.
- We issue purchase orders that include product description, unique product identifiers and in some cases specifications.
4. Product ID & Traceability / Inspection & Test / Inspection & Test Status
- We offer commercial off the shelf products, (COTS).
- We identify items we sell with discrete identification numbers.
- We determine which items require traceability & require that of the manufacturer.
- We check all new items for identification, quantity and visible damage.
- We inspect stock if we believe the problem may be repeated.
- We identify and segregate items that are being inspected so they will not mistakenly be shipped.
5. Handling, Storage, Packaging, Preservation & Delivery
- We have methods of handling items that prevent damage.
- We have methods of storing items that prevent damage and deterioration.
- We have methods of packaging items that prevent damage and deterioration.
- We control perishable items to assure that they will not deteriorate.
- We maintain a “first in, first out” system of stock for those items requiring this management.
6. Control of Customer Supplied Product / Servicing - InnoCal
- We receive customer-supplied products for repair or calibration.
- We have procedures to protect as well as service these customer-supplied products.
- We have procedures to protect as well as service these customer-supplied products.
7. Control of Inspection, Measuring & Test Equipment - InnoCal
- Our calibration service conforms to the requirements in ISO 17025:2005.
- TheAmerican Association For Laboratory Accreditation (A2LA) accredits our calibration service, InnoCal™, a Division of Cole-Parmer®, to ISO/IEC 17025:2005; A2LA Certificate Number 1746.01. See: http://www.a2la.org/ for a current certificate. http://www.innocalsolutions.com/
- The ISO only applies to the InnoCal operations not to other operations within 625 Bunker.
8. Control of Nonconforming Product / Corrective & Preventive Action
- Incoming nonconforming items are segregated within our facility referred to as the Problem Receipts Area.
- We determine the disposition of items in the Problem Receipts Area.
- A Product CAR (corrective action response) checks items in stock that might be nonconforming.
- Anyone at Cole-Parmer may initiate a Product CAR.
- Inventory Control and the QA Department checks product CARS.
- QA and Purchasing determine the disposition of nonconforming items from stock.
- Director of Compliance and Safety escalate serious non conformances and decides whether a CAR should be sent to a Supplier.
- QA can flag future incoming items for QA inspection to assure conformance.
- QA can flag incoming items for QA inspection to verify supplier corrective action.
9. Control of Quality Records / Training / Continuous Improvement
- We have a company retention period for our records.
- We have a standardized process for hiring and training new associates.
- Our hiring process includes determination of training needs for each position.
- Each department maintains training records for department associates.
10. Design Control / Process Control / Statistical Techniques
- We have a procedure in place to alert customers who have requested notification of raw material or production changes, referred to a Change Notification Program.
- Each department determines which statistical techniques to employ.
- Our KBM (see Section I) measures performance in all operational areas.
Customer Feedback Measurement
We measure customer satisfaction monthly and refer to this measurement as our Customer Allegiance Score (CAS).
This program consists of the Allegiance Response Team (ART), made up of members of key departments and they meet quarterly to:
- Review data and responses
- React to customer feedback and complaints
- Recommends action to reduce impact of issues
- Submits problems without solutions to PPI Steering Committee
If you have additional questions that are not addressed in this profile, you may send them to me directly.
Michael Whitaker
Sr. Regulatory Compliance & Quality, Manager
847-327-5501
[email protected]
