Quality Policy

Cole-Parmer is committed to providing quality products and services and quality performance to every customer, every time. We pledge to provide our customers with the following:

  • High-quality products and services
  • Accurate and clear advertisements
  • The highest level of customer service before, during & after the sale
  • Timely delivery of all customer orders


Cole-Parmer Operational Process and System


I. Management Responsibility / Document & Data Control

  1. The Sr. Manager Regulatory & Safety oversees our Quality programs.
  2. The Sr. Manager Regulatory & Safety reports to the Chief Operations Officer.
  3. We have a group of key measurements called Key Business Metrics (KBM).
  4. Senior management reviews the KBM’s monthly.
  5. KBM’s are posted internally for all employees to monitor.
  6. Departments control their own procedures, work instructions and records
    and are held accountable to the success of their respective KBM’s.

II. Contract Review

  1. We review all orders to be sure we can meet customer requirements.
  2. We contact the customer to advise if we cannot meet any requirements.
  3. For orders that cannot ship at once, we assign a promise date.
  4. If we cannot ship by this date we contact the customer with a new promise date.
  5. We can change an order, depending on the status of it in our system but only do so upon direct request of the customer.

III. Purchasing

  1. When taking on a new vendor, we verify they will be able to support the product.
  2. We evaluate our vendors monthly regarding nonconforming products and it is reported via the KBM -Supplier Performance Rating.
  3. We issue purchase orders that include product description and specifications.

IV. Product ID & Traceability / Inspection & Test / Inspection & Test Status

  1. We identify items we sell with discrete identification numbers.
  2. We determine which items require traceability & require that of the manufacturer.
  3. We check all new items for identification, quantity and visible damage.
  4. We inspect stock if we believe the problem may be repeated.
  5. We identify and segregate items that are being inspected so they will not mistakenly be shipped.

V. Handling, Storage, Packaging, Preservation & Delivery

  1. We have methods of handling items that prevent damage.
  2. We have methods of storing items that prevent damage and deterioration.
  3. We have methods of packaging items that prevent damage and deterioration.
  4. We control perishable items to assure that they will not deteriorate.
  5. We maintain a “first in, first out” system of stock for those items requiring this management.

VI. Control of Customer Supplied Product / Servicing - InnoCal

  1. We receive customer-supplied products for repair or calibration.
  2. We have procedures to protect as well as service these customer-supplied products.

VII. Control of Inspection, Measuring & Test Equipment - InnoCal

  1. Our calibration service conforms to the requirements in ISO 17025:2005.
  2. The American 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 our current certificate.

VIII. Control of Nonconforming Product / Corrective & Preventive Action

  1. Incoming nonconforming items are segregated within our facility referred to as the Problem Receipts Area.
  2. We determine the disposition of items in the Problem Receipts Area.
  3. A Product CAR (corrective action response) checks items in stock that might be nonconforming.
  4. Anyone at Cole-Parmer may initiate a Product CAR.
  5. Inventory Control and the QA Department checks product CARS.
  6. QA and Purchasing determine the disposition of nonconforming items from stock.
  7. The Regulatory Compliance QA Manager determines whether a CAR should be sent to a Supplier.
  8. QA can flag future incoming items for QA inspection to assure conformance.
  9. QA can flag incoming items for QA inspection to verify supplier corrective action.

IX. Control of Quality Records / Training / Continuous Improvement

  1. We have a company retention period for our records.
  2. We have a standardized process for hiring new associates.
  3. Our hiring process includes determination of training needs for each position.
  4. Each department maintains training records for department associates where applicable.

X. 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