Global Quality

All Levels of the Organization Have an Expectation of Zero Errors

Customers and professional organizations recognize LSC Communications for exceptional quality in product and 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, LSC Communications has set an expectation of zero errors. Towards that end, it is the responsibility of each operating facility to plan, develop, and implement a quality management system that embeds the following quality principles into our organization.

Quality Policy

Commitment to Quality That Delights our Customers and Increases Shareholder Value

(October 2016)

LSC Communications provides quality products and services in accordance with documented Quality Management System (QMS) requirements to meet customer 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 LSC Communications 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, 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 Principles:

Quality processes can and shall be continually 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.

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Quality Processes

Use Principles of ISO 9001:2008 to Manage Quality Processes

LSC Communications uses the principles of ISO 9001:2008 to manage Quality Processes and for the development, implementation and maintenance of effective Quality Management Systems. Many LSC Communications manufacturing sites have taken the additional step to certify their Quality Management Systems to ISO 9001:2008 and all LSC sites manage quality processes in accordance with LSC Communications Quality Management System requirements and the LSC Communications Commitment to Quality.

LSC Communications | Commitment to Quality

LSC Communications 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 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

Customer Satisfaction Drives Continuous Improvement Processhave the ability to monitor the market and receive robust sales analytics and helpful marketing recommendations.

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

Processes used to solicit feedback on customer satisfaction include:

Customer Satisfaction Surveys
Quarterly Business Reviews

Systems to Capture Customer Complaints
Communications through Sales and Customer Service

Results of customer feedback are compiled and shared with our facilities for review with all employees and to look for opportunities to continually improve customer satisfaction.

Metrics & Objectives

Quality Metrics and Objectives Support Continuous Improvement Process

LSC Communications has a Global Quality Objective to ensure our facilities are in compliance with the LSC Communications 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 LSC Communications 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

Convey the Importance of Quality Through Executive Communications to all Employees

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

The importance of meeting customer requirements
The importance of meeting regulatory & statutory requirements

Quality program status and effectiveness
Quality Metrics and opportunities for improvement

LSC Communications 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.