We are committed to continually improve the quality of our service. It is our duty to develop long term partnerships with each of our customers. We feel this is best achieved by delivering products and services 100% right the first time, on time, every time.
To do this we will adhere to the following principles:
Ayon Pharmachem will only purchase products from specifically approved plants and will only supply products to customers from plants whose products they have approved. We regularly visit our suppliers to evaluate them not only on the basis of ability to deliver satisfactory products on a timely and cost efficient basis, but also on their commitment to operate in a safe and environmentally responsible manner.
Ayon PharmaChem will continue our program of regular visits to our suppliers' plants, and will continue to educate them on the quality of product and service required by our customers. Ayon PharmaChem is uniquely able to do this, as we have gained thorough knowledge of Quality Assurance principles through our practical manufacturing experience.
We will normally notify our customers of any intended change in our suppliers' specifications or processes. We will not intentionally deliver any new material without prior evaluation by and notice to our customers, whether it is a new source or a new process. We will not intentionally ship any product that does not meet customer specifications.
We will only send production quality samples to customers and we will send lab-produced or pilot plant samples only by prior agreement. We will provide pre-shipment and co-shipment samples any time they are required. Samples will always be accompanied by appropriate Occupational Safety and Health Administration (OSHA) labels and Material Safety Data Sheets (MSDS's).
Ayon PharmaChem will promote the use of environmentally friendly recyclable packaging by our suppliers. We will endeavour to meet our customers' packaging requirements. Ayon PharmaChem will only use warehouses and carriers approved to handle chemicals and that have appropriate permit and licenses.
Ayon PharmaChem accepts total responsibility for the quality of all products shipped to customers, and is responsible for settling all quality claims. If we send product to a customer that does not conform to specifications we will accept the return promptly, as per the conditions agreed before the shipment. Returned goods are always segregated from in-specification goods, in the warehouse, our computer system, and other systems under the Company's control.
We will endeavour to ensure that each package of each shipment has correct labels and supplier lot numbers, and is in compliance with safety and environmental laws. Certificates of analysis for each shipment will be faxed or e-mailed to our customers, or be available on our website, and will include as a minimum, the customer and Ayon’s product names, lot number, test results of the specified properties, and any other information that may be required by a particular customer. MSDS's will also be faxed, e-mailed or be available on our website, or will accompany the shipment. We will notify the customer in advance should we be unable to meet any of these requirements.
In the event of a complaint, Ayon PharmaChem will take appropriate action to rectify the situation. This typically involves contacting the supplier or other persons involved including Ayon’s employees, to determine the best way to handle the situation and ensure compliance with our quality standards.
Each employee at Ayon PharmaChem will receive training on the Company's Quality Policy to ensure that Ayon's standards are maintained at all times. Failure to live up to these standards may lead to disciplinary action up to and including termination.
Ayon PharmaChem will monitor our performance for on-time deliveries as well as our performance on meeting specifications, labelling, certificates of analysis, and packaging requirements. We will use this feedback to continually improve our performance to reach the highest levels. This information will be reviewed monthly by our Quality Committee, which is comprised of members of sales, traffic, IT and administration departments.