BASIC LAYOUT WITH SMALL FLORAL Edit Layout: Click Layout in the top menu Home. And choose between +30 different layouts. Edit Header and footer: In the top left corner you find Slide no., Date and Header. Change settings in the menu: > Insert > Header and Footer BASIC LAYOUT WITH SMALL FLORAL Edit Layout: Click Layout in the top menu Home. And choose between +30 different layouts. Edit Header and footer: In the top left corner you find Slide no., Date and Header. Change settings in the menu: > Insert > Header and Footer guide CORRECTIVE AND PREVENTIVE ACTION PROGRAM Business challenges in your industry As our customer, your satisfaction with the quality of our products, deliveries, and other services are of greatest importance. Errors and delays are expensive for all parties, and we know that you need a reliable partner with a dependable supply of enzymes. Novozymes’ solution At Novozymes, we take all complaints seriously. If we regrettably have made a mistake, we intend to learn from it and take corrective measures to avoid repetition in future, and thereby remain a stable and reliable vendor. To ensure that we make the appropriate and sufficient preventive and corrective actions when a complaint is received, we file all errors, problems, corrective actions, non-conformities and improvements in an electronic system. Once a complaint is filed, a complaint coordinator is appointed. This person will be responsible for initiating and coordinating the complaint investigation and determining possible preventive actions. Based on the conclusions from the investigation, your account manager will return with our reply. This information will also be available on your password protected area of the Customer Center. On a quarterly basis, we report on trends and major findings to our management. We have overall goals for complaint handling time and for taking preventive action to ensure that errors are not repeated. Benefits that make a difference With a high level of attention given by Novozymes’ management, global complaint procedures, local on-site quality units, and individual case-by-case handling, we have ensured that any problems related to product quality or services are addressed and evaluated professionally and that corrective actions are carried out.

BASIC LAYOUT Use: This is the basic slide with no extra Novozymes graphics added. Edit Layout: Click Layout in the top menu Home. And choose between +30 different layouts. Edit Header and footer: In the top left corner you find Slide no., Date and Header. Change settings in the menu: > Insert > Header and Footer BASIC LAYOUT Use: This is the basic slide with no extra Novozymes graphics added. Edit Layout: Click Layout in the top menu Home. And choose between +30 different layouts. Edit Header and footer: In the top left corner you find Slide no., Date and Header. Change settings in the menu: > Insert > Header and Footer guide STEPWISE ACTIVITY DELIVERY PROCESS ProcessWhat Customer files a complaint The customer files a complaint by Phone, meeting, , Customer Centre, etc. Complaint is filed The Complaint is filed in the CRM system under the customer nameThe CC-Group 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