Quality is more than skin deep at L’OréalAs a leader in the worldwide cosmetic industry, quality is the L´Oréal Group’s number one priority. The cosmetics giant employs 50,500 people worldwide, has 42 factories and creates more than 3000 product formulas each year across its range of hair colour, skin care and sun protection products, make-up, perfumes and toiletries. L’Oréal has been certified by SAI Global’s North American operations.
The L´Oréal Group has grown at a rapid pace integrating many famous brands into its business including Garnier, Lancome, Guy Laroche, Cacharel, Biotherm, Helena Rubinstein and Ralph Lauren.
L´Oréal Mexico began operations in 1962, manufacturing and delivering capillary products. With growth and expansion, the company required a larger and more modern manufacturing plant and now operates from its high-tech plant located in Xochimilco, Mexico City.
L´Oréal Mexico has 350 employees, manufacturing a large range of beauty products, and producing 11.5 million units per month. In 2003, the organisation achieved Certification (Registration) to the ISO 9001:2000 Quality Management System Standard, following its successful audit by SAI Global.
Felicity Pontoni, Editor of The Global Standard (TGS) spoke to Luis De la Torre, Quality Manager of L´Oréal Mexico about using quality to drive continuous improvement and as a tool for competitive advantage.
TGS: L´Oréal has a culture of quality having first achieved certification to the ISO 9003 Management System Standard in 1998 - can you describe this culture?
Luis De la Torre (LD): Quality specifications of L´Oréal products are established and controlled by Technique General Direction of France. Quality - based on continuous improvement and driven by our clients' expectations - is what makes our products competitive.
TGS: Why did the company decide to undergo ISO 9001:2000 certification?
LD: By completely engaging in the ISO 9001:2000 management system we are able to maintain our position of leadership and prestige in the beauty industry – and this is one of our key business objectives at L´Oréal. The ISO 9001:2000 Standard provides us with a tool for continuous improvement and a foundation for a culture of quality across the organisation.
TGS: Which parts of the business does the ISO 9001:2000 certification cover?
LD: Our ISO 9001 Certification covers the manufacture and delivery to distribution central of beauty and cosmetic products under the L´Oréal name.
TGS: What challenges did L´Oréal’s face in the journey to achieving certification?
LD: The main Challenge was understanding the requirements of ISO 9001:2000 and adjusting them to fit with L´Oréal’s existing quality system.
TGS: What business benefits have been achieved as a result of undergoing ISO 9001:2000 certification?
LD: The implementation of ISO 9001:2000 has resulted in a more integrated approach to our management systems which are now more efficient and better aligned with the business.
Additionally, Technique General Direction of France has recognised L´Oréal México as one of its top five plants for quality management. We have achieved this through teamwork and commitment to maintaining and improving the quality of the products manufactured at the Xochimilco Plant.
L´Oréal employees are proud of their products and our clients have confidence in these products because of our commitment to continuous improvement in meeting their needs.
SAI Global Limited, Australia