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Customer Quality Management

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Creating Customers for Life

Customer Quality Management is an integral part of our commitment to quality and encompasses all manufacturing plants. Our mission is to support our customers, providing accurate and value added responses to customer concerns and issues in a timely manner. One of the key components of our Customer Quality Management program is addressing customer issues, experiences and complaints. This document outlines the objectives and workflow of addressing these issues.

Read our Quality Mission Statement.

Quality Mission Statement

As a trusted partner of our customers, we deliver quality — always!

We provide quality, compliance and business support in the most effective and efficient way for the entire portfolio of the life science business.

We foster a quality culture based on:

  • Highly qualified/proactive people
  • An environment of customer centricity and continuous improvement
  • Robust and standardized processes
  • Integrated risk management and global tools
  • Measurements aligned with customers’ expectations and regulatory needs

Christos Ross

Interim Sector Head of Life Science and Head of Integrated Supply Chain Operations

The life science business of Merck operates as MilliporeSigma in the U.S. and Canada.

Download our Quality Mission Statement

Quality Management Workflow

* A decontamination certificate must be completed, signed and returned only for products requiring decontamination prior to return.

** For quality issues, the content of the written response is based off of the investigation summary report generated by plant QA.