50 2024 Sustainability Report Quality products As stated in our Code of Ethics, product quality and customer safety are essential requirements for our organization. We carefully oversee every stage of the value chain: from sourcing raw materials - verifying their origin and traceability - to internal testing and quality controls, through to distribution. Through a rigorous management system certified under the international ISO 9001 standard, we periodically monitor and review all processes that could have a significant impact on product and service quality during the Management Review phase. We carefully monitor reports of non-conformities and customer complaints, following procedures tailored to the type of customer. For B2C consumers, management is coordinated between Customer Service and Quality Assurance, and includes root cause analysis, customer response, and product replacement when necessary. For B2B clients, complaints are handled jointly by the Sales Department and Quality Assurance, through issue analysis, problem management, and the search for a shared solution with the customer. Product returns have now been reduced to a minimum and mainly concern unsold items, typically linked to promotional campaigns during annual events. Our commitment - through targeted training activities and the optimization of handling and stamping processes - aims to reduce waste and internal non-conformities, with both operational and environmental benefits. One of the main projects in 2024 focuses on reducing the share of products initially classified as “second choice” and subsequently reprocessed. To achieve this, the Quality Team is working on standardizing the assessment process and providing targeted training for operators, with the goal of ensuring accurate identification of non-conformities and thus avoiding repeated inspections. A systematic analysis of defects, categorized by origin - raw materials, handling, or production process - enables us to distinguish between physiological defects and those that can be specifically addressed. Among the most critical areas, handling emerged as a significant source of non-conformities. For this reason, awareness initiatives have been launched to reinforce operator knowledge of proper transport and positioning practices. At the same time, the internal structure of containment bins has been redesigned to minimize damage from impacts. Aware that our products are exposed in everyday use to both thermal and mechanical stress - due to their intrinsic characteristics as well as user habits and maintenance practices - we are committed to conducting thorough structural studies and strictly complying with the safety standards and requirements for household bakeware. Continuously updated on national and international regulations, we ensure their application across our business by developing innovative, safer, and more high-performing non-stick coatings; packaging solutions compliant with environmental labeling guidelines; FSC-certified packaging; and PFAS-free products. of products assessed for health and safety impacts 100 %
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