In order to guarantee quality and safety where our products are concerned we use the results of the latest research for our product development. This starts right with the raw materials we use, which have to meet our high quality and safety standards. Our products and processes are always safe, something guaranteed by our state-of-the-art quality management system. And this process also takes account of users’ experience and their requirements.
Customer Care Centre
Our Customer Care Centre is well equipped to deal with consumer inquiries. At HARMANN, the Customer Care Centre is a team of advisors made up of specialist staff competent in all questions relating to our products. These staffers are specialists with proper training and relevant professional experience in the care sector. If necessary, they receive support from staff at our Medical Competence Centre.
All product-related complaints are recorded centrally and evaluated with the help of a database-assisted system. If, for example, isolated consumers report skin irritations or other reactions which they attribute to HARTMANN products, these are handled as a separate process, whereby we also attempt to discover the reasons for possible problems. Here we are happy to work with our customers’ doctors of choice in order to be able to help as extensively as possible. We assimilate any insights we can gain in this way into our development and design process as well as taking them into account for our risk management.
Risk management
At the HARTMANN GROUP we guarantee the safety of our products to our users by means of a comprehensive risk management process based on the ISO 14971 standard. This serves to evaluate all potential risks that our products might involve. We then analyze these potential hazards on the basis of structured data and introduce measures to control them. Once these are in place, the effectiveness of these control measures is verified.
Throughout the entire development process we record relevant facts and criteria and draw up a risk analysis. All the benefits are weighed up against the risks with the interests of those potentially affected in mind and drawing on the necessary specialist technical and medical know-how. This risk analysis takes into account every stage in the product’s lifecycle – from its development right through to recycling or disposal. Accordingly, product launch by no means marks the end of the risk management process. Something known as post-marketing reviews are held regularly to check the validity of the risk analyses for the products on the market, taking into account all available new information such as customer feedback, complaint volume and current medical publications.
