Global Quality Commitment and Policy

All levels of our organization have an expectation of zero errors.

Customers & professional organizations recognize RRD for exceptional quality in product & 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, RRD has set an expectation of zero errors.

Quality Processes

RRD uses the principles of ISO 9001:2015 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 9001:2015 and all RRD sites manage quality processes in accordance with RRD Quality Management System requirements and the RRD Commitment to Quality.

Commitment to quality

RRD 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 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.

Customer Satisfaction

As one of our Global Quality principles, customer satisfaction is a key driver to how RRD 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

Metrics & Objectives

RRD has a global quality objective to ensure our facilities are in compliance with the RRD 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 RRD 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

Communication

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

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

RRD 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.

Quality Policy

(Adopted March 16, 2009 and Amended August 24, 2018)

RR Donnelley believes in delivering quality products and services that delight our customers, and reflect the training, dedication, experience, and craftsmanship of our employees.

To foster this belief, and as a global quality objective, each facility shall make quality and continual improvement a foundational value for every employee. This commitment to continual improvement will further ensure our clients’ expectations are surpassed, regulatory and organization needs are met, and shareholder values are increased.

We will meet this commitment through the implementation of quality practices that embrace the following quality principles:

Quality Principles

Quality practices and methods 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 practices.
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 practices and performance shall take place to foster a culture of quality excellence.

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