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.

color formula guides laid out on table



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:


effective processes for quality management icon

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.

team smiling gathered around conference table

Quality Policy

Adopted March 16, 2009 and Amended March 1, 2018

RRD provides quality products and services in accordance with documented Quality Management System (QMS) requirements to meet customer, regulatory and organizational needs and to facilitate continual improvement of QMS processes.

As a global quality objective, each facility shall implement and maintain a quality management system in accordance with RRD requirements and make quality and continual improvement a foundational value for every employee.

Our organization is committed to delivering quality that delights our customers, increases shareholder value, ensures regulatory compliance and reflects the training, dedication, experience, and craftsmanship of our employees. We will meet this commitment through the implementation of a QMS that embraces the following principles:

  • Quality processes 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 processes.
  • 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 processes and performance shall take place to foster a culture of quality excellence.

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