Our customers and consumers
Here we detail the basis of calculation for:
- Baseline data and target setting
- Packaging defects (ppm)
- Total concerns / complaints
Baseline data and target setting
Baselines for each metric are always based on the final actual performance in the previous year. Incremental improvement targets are set based on the trajectory required to hit our medium-term strategic goals (2015). Some adjustment may be made to the targets for each business depending on their actual level of performance and strategic priorities.
Packaging defects (ppm)
Packaging defects data is based on a minimum of 0.1% (0.05% for beer) sampling of every production run (order). Individual packs are inspected against our Global Finished Product Standard. The number of defects is recorded and reported monthly against the number of units (containers) produced. Figures are aggregated globally and are weighted based on volume of production.
Total concerns / complaints
Packaging defect complaints are based on all complaints / concerns recorded (validated or not) in part through consumer care lines. The complaint rate is calculated based on the volume produced at the site in the same period as the complaint was received. Figures are aggregated globally and are weighted based on volume of production.