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CORRECTIVE AND PREVENTIVE ACTION PROGRAM

Business challenges in your industryAs our customer, your satisfaction with the quality of our products, deliveries, and other services are of greatestimportance. Errors and delays are expensive for all parties, and we know that you need a reliable partner with adependable supply of enzymes.

Novozymes’ solutionAt Novozymes, we take all complaints seriously. If we regrettably have made a mistake, we intend to learn from itand take corrective measures to avoid repetition in future, and thereby remain a stable and reliable vendor. To ensurethat we make the appropriate and sufficient preventive and corrective actions when a complaint is received, wefile all errors, problems, corrective actions, non-conformities and improvements in an electronic system. Once acomplaint is filed, a complaint coordinator is appointed. This person will be responsible for initiating and coordinatingthe complaint investigation and determining possible preventive actions. Based on the conclusions fromthe investigation, your account manager will return with our reply. This information will also be available on yourpassword protected area of the Customer Center.

On a quarterly basis, we report on trends and major findings to our management. We have overall goals forcomplaint handling time and for taking preventive action to ensure that errors are not repeated.

Benefits that make a differenceWith a high level of attention given by Novozymes’ management, global complaint procedures, local on-sitequality units, and individual case-by-case handling, we have ensured that any problems related to product qualityor services are addressed and evaluated professionally and that corrective actions are carried out.

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STEPWISE ACTIVITY DELIVERY PROCESSProcess What

Customer files a

complaint

• The customer files a complaint by Phone, meeting, email, Customer Centre, etc.

Complaint is filed • The Complaint is filed in the CRM system under the customer nameThe CC-Group email is chosen based

upon the shipping site for the product in question

Complaint

coordinator is

appointed

• The CRM system notifies the relevant CC-group and QM allocates a CC (Complaint Coordinator)

Reason for

complaint is

investigated

• The complaint coordinator initiates and coordinates the complaint investigation and preventive actions are

determined if possible

Complaint is

concluded and

preventive

actions decided

• The Complaint Coordinator concludes the complaint based on the investigations done under Step 4. The

conclusion is written into the Conclusion field on the complaint

• The AccM is notified about the closed complaint

Customer are

informed about

conclusion

• The AccM communicates with the customer and writes the “External Conclusion” and check the tick mark

“Publish External Conclusion to CuC” – the External Conclusion will then be posted on the Customer Centre

This table is copied from our INTERNAL catalogue.

Must be revised before sharing with customers!

This service is delivered by Novozymes’ Quality Management team