PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
HERE’S WHERE YOU ARE
overview
purchase
orders
Last updated: 1/4/2016
product
samples
quality
assurance
product
information
brand packaging
& labeling
•
What We Do in Quality Assurance
•
QA Processes
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shipping
compliance
PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
TABLE OF CONTENTS
Quality Assurance (QA)
Table of Contents
Purpose and Objectives
What We Do in Quality Assurance
QA Process: Initial Product Evaluation
QA Process: The QA Submission Components
QA Process: Package Integrity
QA Process: On-Site Inspections
QA Process: Fulfillment Quality Assurance (FQA)
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
PURPOSE & OBJECTIVES
Our Purpose
As HSN works to maintain a curated assortment of delightful, inspiring products, we also strive to maintain a reputation
of trust and reliability with our customer. Quality Assurance (QA) is paramount to that reputation. We want to ensure
our customer gets the highest quality and safest products available. To achieve this, QA employs a focused process
designed to detect potential quality problems early, resolve issues quickly and keep the Supply Chain moving smoothly.
HSN believes that this is the key to building a lasting relationship with every customer…and every Partner.
How This Section is Set Up
This section is designed to guide you through the full process of Quality Assurance and offer some tips on how to help us
keep the system running effectively and efficiently as we bring quality products to the customer. There are six main
sections, each detailing the people, processes and policies that are key to HSN’s QA Program:
•
What we do in Quality Assurance: an introduction to HSN’s proactive and continuous QA processes
•
QA Process: Initial Product Evaluations: a look at the first QA inspection your product will encounter
•
QA Process: The QA Submission Components: what we need from you to properly evaluate your product
•
QA Process: Package Integrity: how we assess and determine shipping container suitability
•
QA Process: On-Site Inspections: sometimes our QA program comes to you; here’s why and how
•
QA Process: Fulfillment QA: how we evaluate the finished product before it leaves our Fulfillment Center
Key Contacts In Quality Assurance
Matthew Demers | VP: Quality Assurance & Product Information | 727.872.7799 | [email protected]
Randy Cigarran | QA Manager | 727.872.5098 | [email protected]
Beauty | Health | Fitness | Infomercial | Personal Care | Culinary | Electronics | Housewares
Kim Dixon | Sr. Manager of Fit | 727.872.7442 | [email protected]
Apparel | Accessories
Debbie Edmonds | QA Manager | 727.872.5099 | [email protected]
Home Design | Online Only
Rita Fontan | QA Manager | 727.872.5625 | [email protected]
Apparel | Accessories
Jan Radcliffe | QA Manager | 727.872.7278 | [email protected]
Fine Jewelry | Fashion Jewelry | Watches
Frank Ruotolo | Senior Manager: QA Operations | 727.872.7393 | [email protected]
Packaging | Sample Receipt | Field Inspections
Andrea Cajuste | OVP Purchasing & Logistics (IDL) | 631-274-6062 | [email protected]
IDL
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
WHAT WE DO IN QUALITY ASSURANCE
HSN’s Approach to QA
QA’s primary mission is to help ensure that each and every product meets HSN quality standards. Doing this effectively
demands a system that not only prevents potential issues, but also continuously works to ensure the customer has an
experience that is consistently enhanced through product quality. This is accomplished through two main processes:
A proactive process that
anticipates, identifies and
resolves issues before products
reach the customer
A continuous improvement process
that monitors customer feedback,
identifies potential quality concerns and
adapts to customer needs
The Proactive Process
HSN’s proactive approach to QA begins with the QA Submission Components. This submission consists of the product
sample, specification sheet (spec sheet) and substantiation documents for any claims you make about your product. Your
product will go through several critical quality checks before it reaches the customer.
Here’s a basic overview of the people and processes involved in the proactive side of HSN’s QA Program:
1.
Partner – puts together the QA Submission Components and forwards to Buyer
2.
Buyer – reviews submission and forwards to Corporate Quality Assurance (CQA) Evaluator
3.
CQA Evaluator – carefully inspects the complete QA Submission Components and assigns a disposition
4a.
On-Site Inspector – compares finished product to the spec sheet and CQA report
4b.
Fulfillment QA Inspector – compares finished product to the spec sheet and CQA report
Step 4a:
On-Site Inspector
Step 1:
Partner
Partner develops and
sends QA Submission
Components to HSN
Buyer for approval and
sends samples directly to
QA (except for Jewelry
and Soft Home).
Step 2:
Buyer
Buyer reviews and
approves QA Submission
Components and forwards
spec sheet to CQA
Evaluator.
Step 3:
CQA Evaluator
CQA Evaluator inspects product
and related information. If
approved, the finished product
inspection will occur either on-site
or by the FQA Inspector.
Initial Product Evaluation
Last updated: 1/4/2016
Inspects the production goods in the
Partner’s Warehouse before being
shipped to HSN or being made
available to the customer.
Step 4b:
FQA Inspector
Inspects the production goods in the HSN
Fulfillment Center before they are made
available to the customer.
Finished Product Inspection
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
WHAT WE DO IN QUALITY ASSURANCE (CONT’D)
The Continuous Improvement Process
Though we strive to understand all potential issues and aspects of a product before it leaves the HSN Fulfillment Center
or Partner’s warehouse, the most thorough testing a product can undergo is through our customer’s daily use. After all,
she will spend more time with an item than we could ever invest. This makes a continuous improvement initiative
especially important. We can gain an incredible amount of information about the quality of a product by monitoring:
1. Voice of the Customer (VOC) Feedback – what do customers say about the product when they call the HSN
Sales and Service Center?
2. Returns Data – how many items were sent back to HSN by the customer?
3. HSN.com Ratings – what is our customer saying about the product online?
As this information is being monitored, the quality performance of every item is held against specific standards or
“Quality Complaint Thresholds.” If an item surpasses the designated number of complaints established for each metric,
the item will be placed on a “Management Freeze” and will require one of the following dispositions:
1. Return to Vendor (commonly called an “RTV”): products are processed back to the Partner for a refund.
2. Re-work: an adjustment is made to the product either in-house or through a third party re-work center.
3. Destroy/Scrap: products are disposed of because they no longer meet HSN quality standards. This method
usually pertains to perishable products or expiry products that have a limited shelf life.
4. Liquidate: products will be sold to a third-party liquidator.
The remainder of this section will focus on how potential issues can be prevented through the proactive process of
HSN’s Quality Assurance system. However, more detailed explanations of Quality Complaint Thresholds and
Management Freezes can be found under the Compliance section of this manual.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: INITIAL PRODUCT EVALUATION
The Initial Product Evaluation
The proactive QA process begins with the Initial Product Evaluation. This is performed by the CQA Evaluator. This
person is responsible for the Initial Product Evaluation and, at the basic level, will confirm that you've met HSN’s
specification and quality requirements.
During this process, the CQA Evaluator will evaluate your product for the following:
1. Functionality, workmanship and safety:
• Does the product function as claimed?
• Is the product constructed well?
• Is it safe?
• Will the product meet/exceed customer expectations?
2. Sample matches exactly with the product spec sheet, its labeling and all submitted documents
• Does the sample hold up to all of the information in the QA Submission?
3. Validation of information:
• Is there substantiation for any claims made about the product?
4. Packaging and brand labeling standards:
• Will the product undergo normal shipping conditions without sustaining damage?
• Does it meet branding guidelines as specified in the Brand Packaging section of this manual?
5. Regulatory and labeling compliance:
• Does the product and all its labeling comply with state and federal guidelines (FTC, FDA, CPSC, Prop 65
and EPA)?
Throughout the initial product evaluation, the CQA Evaluator takes careful note of every aspect of the evaluation and
records their findings in a standard evaluation report. At the end of the evaluation, a disposition will be assigned.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: INITIAL PRODUCT EVALUATION (CONT’D)
Dispositions or Results and Next Steps
After the Initial Product Evaluation has been completed, the CQA Evaluator will always forward a standard evaluation
report and the disposition status to the email address listed in the HSN Partner Portal. The disposition will include the
verdict resulting from your product’s evaluation, as well as any requirements or recommendations that need to be
accomplished to move to the next step in the Supply Chain.
There are four possible dispositions that an Initial Product Evaluation can receive:
1. Pending: product remains in “pending” status until it is approved to ship to HSN and:
•
You have made the improvements required
•
Those improvements have been reviewed and approved by QA
2. Approved Pending On-Site Inspection: product approval is pending a passing of an On-Site Inspection. If OnSite indicates approved, and CQA Evaluator reviews and approves, product can ship.
3. Approved: product is approved to ship to HSN.
4. Rejected: product does not meet HSN quality standards and will not be made available to the customer. Do not
ship product to HSN. If shipped:
•
We will returned the entire receipt to you at your expense
•
We may also charge back any cost incurred for freight and/or labor
We’re Here to Help
While you’re ultimately responsible for the quality of your products, the Initial Product Evaluation supports you in your
efforts to produce quality merchandise. This process also protects you because it helps you avoid rejection of a
shipment during the Finished Product Inspection.
If your product doesn’t meet the criteria required in the Initial Product Evaluation, the CQA Evaluator will:
1. Provide a report on the deficiencies
2. Discuss opportunities for you to correct the issues
3. Provide guidance on resubmitting the product, if required
Please Remember…
Re-orders of items that have already undergone the Initial Product Evaluation usually don’t require another QA
Sample submission. However, a re-ordered item may require another evaluation or On-Site Inspection if deemed
necessary by the CQA Evaluator. This is especially important if the product or packaging has been changed in any
way from the original product approved by QA.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: THE QA SUBMISSION COMPONENTS
Your QA Submission Components
Ensuring a successful Initial Product Evaluation is impossible without a complete and accurate QA Submission
Components. It’s one of the most important components of the entire HSN Quality Assurance process and weighs
heavily on whether or not your product will be made available to the customer.
In most cases, your QA Submission Components will consist of the following items:
1.
QA Sample – a physical representation of final production of your product as it will be delivered to HSN
and/or the customer
2.
Complete spec sheets – all of the product information required within HSN’s Partner Portal
3.
Supporting documents – substantiation for any claims made about your product
4.
Packaging – product packaged and labeled as it will be delivered to HSN and/or the customer
• Labeling: label the packaged product with the product identification (HSN item # or description) and mark
as “QA Sample: Do Not Open.”
• Overpacking: when items packaged in self-shippers are sent to us, the partner should overpack the item
so we have pristine packaging to subject to our package testing. If you do overpack the packaged product,
clearly mark the outer carton “Overpack for Shipping Only: Do Not Test.”
• Polybags: when polybags are used as external protective packaging for product within a master carton,
the bags must be closed/sealed.
QA Samples
QA Samples are a central part of the Initial Product Evaluation process. To properly inspect a product, HSN’s CQA
Evaluators must have product samples that accurately represent the actual production run, as well as any future
production runs of the product.
This must include the same:
•
•
•
Materials
Design
Construction
•
•
•
Appearance
Measurements
Features
•
•
Packaging
Labeling
Types of QA Samples
Although, specific types of initial QA Product Samples can differ by product category, listed below is a general guideline
of sample types. For a more detailed listing of QA Sample types, please refer to your QA Product Standards Manual:
1. Pre-production sample
•
May be a prototype of the product before it goes to production.
•
May or may not be an exact representation of the final product.
•
Pre-production samples are meant only as a preliminary representation of the actual QA Sample. A
production sample will still be required to complete the QA process.
2. Production sample
•
Must be exactly the same as the product that’s shipped to HSN and its customers.
•
Any improvements made to the originally submitted QA sample must be inspected and approved by
QA.
•
Must match the completed spec sheet and all other materials and information that will accompany the
item, such as packaging, claims, literature and warranty.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: THE QA SUBMISSION COMPONENTS (CONT’D)
How Many QA Samples Need to be Sent?
You must submit, at your expense, at least one Initial QA Sample for each HSN item number. However, in some
circumstances, more than one QA Sample may be requested for each color range, fit evaluations and other types of
variants. There are often occasions when we must conduct destructive testing to properly evaluate your product. HSN
reserves the right to dispose of damaged/destroyed samples at its sole discretion. QA Samples will not be returned.
When Do QA Samples Need to be Sent?
The timing of the Initial Product Evaluation depends on the production lead time and ship date detailed in the Purchase
Order (PO). A detailed list of lead times according to the product category can be found in Appendix B in this manual.
Where Do QA Samples Need to be Sent?
In an effort to provide quick turnaround times for product evaluations, we ask that your QA Samples be sent to the
following locations (unless directed to do otherwise):
Please send all Jewelry QA Samples
directly to your Buyer at:
Please send QA Samples for all other
categories to your CQA Evaluator at:
HSN
1 HSN Drive
St. Petersburg, FL 33729
Attn: (Buyer’s Name)
HSN
2400 118th Avenue North
St. Petersburg, FL 33716
Attn: (CQA Evaluator’s Name)
Please Remember…
For more detailed information on all required samples please reference the Product Samples section of this manual.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: THE QA SUBMISSION COMPONENTS (CONT’D)
Spec Sheets
The direct result of all of the information you enter into the HSN’s Partner Portal is the product spec sheet. It’s best to
think of this as the definitive source of information for your product. HSN’s Partner Portal and the spec sheets it produces
are designed to include nearly all details about an item, from the physical dimensions to clear description of all of the
components. Without an accurate and complete spec sheet, evaluating the quality of your product will be compromised
and/or delayed.
Along with other key product details, CQA Evaluators use the spec sheet to confirm:
•
Type and quantity of components
•
Partner contact information
•
Weight
•
Nutritional data (if applicable)
•
Physical dimensions
•
Material composition/Ingredients
•
Features and benefits
•
Country of origin
•
Warranty information
•
Shipping information
Here are some helpful tips to keep in mind as you complete your product spec sheets:
•
Be complete: Fill out each and every field…it’s the only way to paint a complete picture of your product and tell
the entire story.
•
Be accurate: All of the information included in the product spec sheet must match up flawlessly with your QA
Sample. This gives our CQA Evaluators all the information they need to authenticate the QA Sample as an
accurate representation of the exact product the customer will receive.
•
Don’t be afraid to ask for directions: HSN CQA Evaluators can answer any question you may have about the
Partner Portal or your product spec sheets.
Please Remember…
The importance of your product spec sheets goes well beyond QA. Accurate and complete information in the product spec
sheets is used by Product Information to create HSN.com product descriptions, Host Cards for HSNtv and technical notes
for Sales and Service Representatives. It is essential to the success of your product that spec sheets be properly entered
and that all information about your product be included.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: THE QA SUBMISSION COMPONENTS (CONT’D)
Supporting Documents
The trust and confidence of our customers is critical to the success of HSN and its Partners. In addition, because HSN's
programming is considered commercial speech (advertising) we are regulated by consumer protection agencies such
as, the Federal Trade Commission (FTC), Food and Drug Administration (FDA), Consumer Product Safety Commission
(CPSC) and Environmental Protection Agency (EPA). This makes it especially imperative that your QA Submission
Components includes all relevant documentation that supports all of the information you enter in HSN’s Partner Portal
or print on your product packaging.
Such supporting documents include, but are not limited to:
•
Third-party certifications
•
Government certifications
•
Product testing done by third-party organizations (such as cosmetics, electrical or safety testing)
More detailed and category-specific requirements on substantiation of claims can be found in the category-specific
QA Product Standards Manual located on HSN’s Partner Portal.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: THE QA SUBMISSION COMPONENTS (CONT’D)
Product Labeling and Packaging
Your product’s packaging plays a big part in the customer’s experience. Not only does it help ensure that the product
arrives in pristine condition, but the information on your primary packaging also communicates valuable information to the
customer. For this reason, your product’s labeling and packaging is an essential part of the QA process.
While product labeling and packaging requirements vary according to product category, our CQA Evaluators use the
package submission to assess the following:
1. Functionality
•
Shipping integrity - will the item arrive safely to the customer?
•
Described in more detail in “QA Process: Package Integrity”
2. Visual Elements
•
Is it a presentation that will surprise and delight our customer, and does it follow the guidelines addressed
in the Brand Packaging section of this manual?
•
Does all the information on the product label match exactly what is on the product spec sheet?
3. Compliance
•
Is the product and product packaging labeled with all applicable warnings, disclaimers and other required
regulatory information?
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY
Package Integrity Testing
One of the most important evaluations required in the QA process is the package integrity testing. Designed to identify any
potential shortcomings in the strength or effectiveness of your packaging, this testing ensures that the product still exceeds
the customer’s expectations - even after going through multiple channels of shipping. These tests will be conducted by an
HSN Packaging Evaluator.
You are greatly encouraged to conduct or contract testing on your packaging before submitting your product to HSN. This
will allow you to discover and correct any packaging deficiencies prior to submitting the sample for packaging evaluation,
which will help ensure that there are no delays in the HSN QA process.
Please ensure that, when choosing your shipping cartons, you are following the Carton Requirements as outlined later in
this section of the manual.
Package Integrity Test Methods
HSN uses the following industry-standard test protocols to validate packaging
Covered
Hazards
Test Method
Application
•
Shock
•
Vibration
•
•
•
Compression
•
ASTM D4169-DC 2, (Assurance Level 1)
•
Shock
•
or
•
Vibration
NMFA Rule 180
•
Compression
ISTA 3A Test Procedure
Parcel Distribution (UPS, USPS, FedEx)
Historical damage concerns (VOC feedback,
stoppages)
High Risk Products (i.e. appliances, multi-piece kits; 4piece or larger in the ceramic/decorative tabletop
categories)
Less Than Load (LTL) Distribution
Upon completion of the packaging review , HSN QA will provide feedback as part of the QA Evaluation Report:
• Packaging is Approved – An Approved Pack Recipe will be provided
• Failed Package Testing – Corrective action suggestions will be provided
Package Testing Laboratories
If you don’t already have a package integrity testing lab, HSN recommends that you consult with an International
Safe Transit Association (ISTA) certified laboratory to assist you in the development and testing of your product to
adequately withstand the appropriate distribution environment.
ISTA Certified Laboratory Search: http://www.ista.org/members/labs.php
HSN Recommends the use of the following testing laboratory within the United States
UPS Customer Solutions - Package Design & Test Lab
108 South Lombard Road
Addison, IL 60101
Phone: 877-877-7229
Website: http://www.ups-psi.com
Packaging that has been subjected to third-party package testing and certified by a qualified test laboratory will NOT
replace package testing by HSN QA during the evaluation and inspection process.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY (CONT’D)
Packaging Development (Drop Test Procedure)
While not a substitute for the ISTA 3A packaging test that HSN will perform, the following drop test procedure can be used
to help guide your packaging development.
1. Determine the drop height by comparing the weight of the packaged product to the following table:
Packaged Product Weight
Drop Height
Equal To or Greater Than
But Less Than
Free Fall
Pounds
Pounds
Inches
Mm
0
21
38
970
21
41
32
810
41
50
26
660
2. Drop the packaged product onto a hard surface (from the height determined in step 1) using the following
sequence:
Sequence #
Orientation
Specific Face, Edge or Corner
1
Corner
2
Edge
Shortest edge radiating from the corner tested
3
Edge
Next longest edge radiating from the corner tested
4
Edge
Longest edge radiating from the corner tested
5
Face
One of the smallest faces
6
Face
Opposite small face
7
Face
One of the medium faces
8
Face
Opposite medium face
9
Face
One of the largest faces
10
Face
Opposite large face
Bottom/front/right corner
3. Examine the product for damage and make corrective actions as necessary
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY (CONT’D)
Shipping Hazards
Your product will have to be protected from shock, vibration, and compression throughout the distribution cycle. Shock
damage occurs with manual handling and during transportation. Vibration damage generally occurs during transportation.
Compression damage occurs when other units or items are stacked on top of the packaged product either in the
warehouse or during transportation.
Protecting Your Product from Shock
Your packaged product will be exposed to shock events throughout its distribution cycle. Every product has a critical
shock that if exceeded, the product will be damaged. Since you cannot control the shipping environment (the shock that
the packaged product will see), the key to protective packaging is to decrease the shock that is transmitted to the product
through the packaging.
Protective packaging for shock is referred to as cushioning. The most common types of cushioning are foam (EPS, EPE,
EPP, etc) and air products (air pillows, bubble-wrap, etc). Bubble-wrap can be effective for small, light items. Foam
cushions are generally the best choice for most type of products. All sides of the package should be protected from
shock.
Protecting Your Product from Vibration
Vibration is encountered during the transportation phase of a product’s distribution cycle. Vibration damage is usually in
the form of abrasion and scratching to cosmetic surfaces, but components can break if a resonant frequency is excited
(more typical with electrical components). The abrasion can occur with any objects that are in contact with another
(product to packaging, product to product, etc).
A non-abrasive barrier layer is usually used to protect cosmetic surfaces of a product. PE foam sheeting, abrasion film,
and polybags are used as this barrier. Any cosmetic surface that can come into contact with anything else should be
protected.
Protecting Your Product from Compression
Compression forces affect the packaged product when the product is unitized for storage or shipping. Compression
damage can affect the cartons ability to stack correctly and ultimately lead to product damage. Environmental factors,
such as humidity, have an adverse effect on a carton’s compression strength. In fact, a carton can lose 40% of its
compression strength in only ten days in a high humidity environment (container ship).
It is very important that the correct carton construction and board strength are used in order to lessen the occurrence of
compression damage.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY (CONT’D)
Carton Requirements: Choose The Right Carton
Whether it’s a re-shipper or a master carton, choosing the appropriate corrugated container is the first step in
ensuring your product ships and arrives in perfect condition and that the packaging passes the Package Integrity
Testing as outlined earlier in this manual.
HSN has established the following requirements to help ensure that the size and construction of your cartons is
appropriate for the product your shipping:
A.
All cartons must be constructed of A-, B-, or C-flute corrugate. E- and F-flute corrugate is not permitted for reshipper or master cartons.
B.
The corrugation of the carton should run vertically (up and down) when the carton is in its intended
shipping/stacking orientation. Additionally, no flaps should be on a side face of the carton while in this
orientation.
C.
Re-shipper cartons should measure no less than 8"L x 5"W x 4.5"W; however, if the width is greater than 6"W,
the minimum height is reduced to 3"H.
D.
Master cartons for all products except Jewelry should measure:
E.
F.
•
no less than 12"L x 12"W x 12"H +/- 2"
•
no more than 23"L x 16"W x 14"H +/- 2"
Master cartons for Jewelry should measure:
•
no less than 8"L x 5"W x 5"H
•
no more than 24"L x 15"W x 13"H
All cartons should be of the appropriate size and shape to the items being shipped. Do not over-pack or underpack cartons.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY (CONT’D)
Carton Requirements: Carton Strength
Along with meeting the appropriate construction and dimension standards, HSN also requires that your cartons meet or
exceed specific burst strength and crush strength standards. To determine the appropriate strengths required for your
cartons, please use the following steps:
1.
Weigh the items to be shipped and compare the weight to column A in the table below.
2.
Measure the length, width and height of the re-shipper or master carton. Add these dimensions together
and compare the sum to column B.
3.
Select the appropriate row in the chart where the criteria in both columns A and B are met (the weight and
size calculation are less than the numbers listed in Columns A and B).
4.
Column C identifies the most appropriate Mullen Burst Strength corrugate carton for your product. Column
D identifies the most appropriate Edge Crush Test (ECT) strength corrugate carton for your product.
A
B
C
D
Weight Limit of Box &
Contents (lbs.)
Box Size Limit
L + W + H (in.)
Mullen Burst Strength
(psi.)
Edge Crush Test
(lbs./in. width)
Single-wall Corrugate Cartons
20
40
200
32
30
55
250
44
Double-wall Corrugate Cartons
30
45
200
42
40
60
250
48
60
75
275
51
100
95
350
61
160
115
450
71
>160
135
500
82
These carton strengths are minimum requirements only. Depending on the distribution cycle (example: products that
originate overseas), the necessary carton strength may be higher than what is shown in the chart. To further ensure
your packaging meets HSN Package Integrity Standards, you are encouraged to follow the Package Integrity Testing
as outlined earlier in this section of the manual.
Note: It is the vendor’s responsibility to ensure that their chosen box maker is using the appropriate box strength. The
vendor will be responsible for all stoppage and/or rework fees when damage occurs at the HSN Fulfillment Center due
to insufficient box strength.
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY (CONT’D)
Carton Requirements: Carton Strength (CONT’D)
The following is an example of how to choose the appropriate board strength for your product. In this example, the
packaged product (or master pack) is 20” x 20” x 24” and weighs 37 lbs.
Weigh the items to be shipped and compare the weight to column A in the table below.
Example: 37 lbs. This weight exceeds the allowable limit of the first three rows.
A
B
C
D
Weight Limit of Box &
Contents (lbs.)
Box Size Limit
L + W + H (in.)
Mullen Burst Strength
(psi.)
Edge Crush Test
(lbs./in. width)
Single-wall Corrugate Cartons
20
40
200
32
30
55
250
44
Double-wall Corrugate Cartons
30
45
200
42
40
60
250
48
60
75
275
51
100
95
350
61
160
115
450
71
>160
135
500
82
Measure the length, width and height of the re-shipper or master carton. Add these dimensions together and
compare the sum to column B.
Example: 20 + 20 + 24 = 64; the size exceeds the allowable limit of the first four rows.
A
B
C
D
Weight Limit of Box &
Contents (lbs.)
Box Size Limit
L + W + H (in.)
Mullen Burst Strength
(psi.)
Edge Crush Test
(lbs./in. width)
Single-wall Corrugate Cartons
20
40
200
32
30
55
250
44
Double-wall Corrugate Cartons
30
45
200
42
40
60
250
48
60
75
275
51
100
95
350
61
160
115
450
71
>160
135
500
82
Select the appropriate row in the chart where the criteria in both columns A and B are met.
You should use at least 275 psi burst strength or 51 ECT double-wall corrugate for your carton.
Last updated: 1/4/2016
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: PACKAGE INTEGRITY (CONT’D)
Carton Requirements: Box Manufacturer’s Certificate (BMC)
HSN also requires that every corrugate shipping carton has a Box Manufacturer’s Certificate (BMC) printed on the
surface. The BMC is a guarantee of the board strength used in the construction of the carton stated as either a Burst
Strength or Edge Crush Test number. Please contact your corrugate supplier to make certain that every carton has
the stamp. The following are examples of correct BMC labeling:
Note: It is the Partner’s responsibility to ensure that their chosen box maker is using the appropriate box strength. The
Partner will be responsible for all stoppage and/or rework fees when damage occurs at the HSN Fulfillment Center due
to insufficient box strength.
Packaging Guidelines for Various Product Categories
Additional guidance for packaging specific product categories can be found within that product’s quality assurance
manual:
Apparel: https://view.hsn.net/WebDocuments/documents/10_Apparel_QAManual.pdf
Cosmetics: https://view.hsn.net/WebDocuments/documents/13_Cosmetics_QAManual.pdf
Fashion Accessories: https://view.hsn.net/WebDocuments/documents/07_Accessories_QA%20Manual.pdf
Food: https://view.hsn.net/WebDocuments/documents/17_Food_QAManual.pdf
Footwear: https://view.hsn.net/WebDocuments/documents/20_Footwear_QAManual.pdf
Handbags & Luggage: https://view.hsn.net/WebDocuments/documents/23_Handbags_QA%20Manual.pdf
Hardlines: https://view.hsn.net/WebDocuments/documents/26_Hardlines_QAManual.pdf
Jewelry: https://view.hsn.net/WebDocuments/documents/29_Jewelry_QAManual.pdf
Textiles: https://view.hsn.net/WebDocuments/documents/36_Textiles_QAManual.pdf
Last updated: 1/4/2016
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: ON-SITE INSPECTIONS
On-Site Inspections
Our QA On-Site Inspection Program has had a tremendous impact on improving the quality of the products we sell.
Designed to facilitate early detection of quality issues upstream in the factories, the program has enabled the proactive
management of product failures before the order is shipped to HSN, or worse, our customers.
On-Site inspections are fairly common and are conducted by a third-party inspector or qualified HSN Inspector.
On-Sites are initiated by one or more of the following criteria:
1. Products scheduled to be an HSN “Today’s Special” (TS - the primary featured item of the day)
2. Key Items as defined by merchandising; this typically entails item orders valued over $75,000
3. Products purchased as direct Import PO, including Letter of Credit (LOC) and Wire Transfer payment terms
4. Products from Partners who have been identified by QA as requiring close quality management (Quality Focus)
5. Products from new Partners preparing for their first shipment to HSN
6. Key brand or product launches
On-Site Inspections are typically conducted as a Finished Product Inspection and act as a follow-up to the Quality
Assurance (CQA) Evaluator’s Initial Product Evaluation.
As part of the Finished Product Inspection an On-Site’s purpose is to:
•
Assess the product’s conformance to Initial Product Evaluation
•
Evaluate the presentation and functionality of the product labeling and packaging
•
Identify any potential issues before the product ships to the customer
•
Verify that the packaging and labeling meet HSN standards as outlined in the Brand Packaging and Labeling
sections of this manual.
On-Site inspectors may also perform in-process inspections on TS items and products where a productions issue may be
of concern. This is usually performed at 10 to 20% of production, depending upon the type of product. Your CQA
Evaluator will advise when this is required.
Arranging The On-Site
If you meet one or more of the above criteria, you will be informed of the need for inspection through the QA
evaluation process and/or through email request to submit the inspection request (booking) form.
After electronic submission of the booking form, the facility contact indicated on the form will be contacted by HSN
and/or its third-party inspection service provider to confirm the inspection date.
Please note that inspections are conducted in business locations (factories, packing houses, business offices, etc)
ONLY. Inspections cannot take place at a residential location (home, apartment, condo, storage unit, etc.)
We will work with you to schedule the most opportune inspection date. However, to ensure the completion of the OnSite Inspection in time to meet the purchase order ship date, HSN requires that:
1. The inspection must be scheduled no less than seven business days before the On-Site inspection date.
2. The final inspection date should be no less than three business days before the PO ship date.
3. The inspection service provider will contact you directly to confirm the inspection.
4. If you have any changes or must cancel for any reason, you must submit an update to the booking form (with
the new requested inspection date) at least two business day in advance of the original confirmed inspection
time. Please note that Monday inspections must be cancelled by Thursday morning.
Last updated: 1/4/2016
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: ON-SITE INSPECTIONS (CONT’D)
Preparing for Your On-Site
The following steps will help you ensure that you are prepared for the On-Site and that the process goes smoothly and
efficiently and yields a positive outcome for everyone:
1. Complete and submit the booking form set up on the Partner Portal or create a new form if one is not available
a. Please see the Onsite Inspection Learning Materials provided on the Partner Portal for information on
completing the booking form and preparing for the inspection.
2. Ensure that your production mirrors the QA Samples approved by the HSN QA during the Initial Product Evaluation.
3. Verify that your products are completed with minimum percent packed.
1. Jewelry:100% produced and 5% packed and labeled
2. All Other Products: 100% Produced and ≥80% packed and labeled
4. Ensure there is a well-lit area (with chair and table, if possible) for the inspector to conduct the inspection.
On-Site Inspection Results and Dispositions
Upon immediate completion of the inspection, a draft report is sent to HSN for review. Within one full business day
following the inspection, the full report with photos will be reviewed by your HSN QA Evaluator. They will then
contact you to discuss one of the following dispositions:
•
Accepted – product can move on to the next step in the Supply Chain
•
Rejected - Partner cannot ship the product until the issue has been resolved and product re-inspected
•
On Hold - Partner cannot ship until certain requirements specified by the QA Evaluator are accomplished,
reviewed and approved. In some cases, re-inspection may be required.
•
Missed Inspection – Partner was not ready for inspection; product cannot be shipped and the Partner is
required to have the product re-inspected when the product is completed and ready.
If the disposition is anything other than an “Accepted,” another On-Site inspection may be scheduled, at the Partner’s
expense, and the goods will be re-inspected to confirm that any issues have been resolved.
The Partner is responsible for submitting a re-inspection request to HSN via the HSN Partner Portal.
On-Site Fee Structure
HSN employs a shared cost fee structure in its management of its onsite inspection program. Under this structure,
POs that require an on-site inspection will be charged an amount based upon the total purchase order value being
inspected for that day.
HSN defines an inspection as one inspector per location per day.
The detailed on-site fee structure can be found within the Compliance section of the HSN Supply Chain Requirements
Manual
Last updated: 1/4/2016
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: FULFILLMENT QUALITY ASSURANCE (FQA)
Fulfillment Quality Assurance (FQA)
Just like the On-Site inspection, the FQA inspection is part of the Finished Product Inspection process and acts as a
follow-up to the CQA Evaluator’s Initial Product Inspection. This means that our FQA Inspectors, like the On-Site
Inspector, must:
•
Assess the product’s conformance to Initial Product Evaluation
•
Evaluate the presentation and functionality of the product labeling and packaging
•
Identify any potential issues before the item ships to the customer
FQA Inspectors conduct their inspections solely from their respective Fulfillment Centers, pulling random product
samples from the same stock of items from which the customer receives her items. This affords HSN a prime opportunity
to view the finished product, packaging and all, in the same state as the customer receives it.
FQA Results
If the FQA Inspector approves your product, the merchandise is released into inventory and made available for sale. If the
product is rejected, the merchandise is placed on “Stoppage” through the Stoppage Tracking System (STS) and is not
released into inventory.
When the product is placed on Stoppage, the system alerts the Buyer and the CQA Evaluator to investigate the issue(s)
and to determine one of the following dispositions:
•
Process: issues do not warrant any changes to the product; product can be made available to the customer
•
Process with Note Change: description needs to be updated by Product Information Writer; product will be
made available to customer once update has been made
•
Re-work (Internal or External): an adjustment is made to the product either in-house or through a third-party
re-work center, then will be made available to the customer
•
Return to Vendor (commonly called an “RTV”): products are processed back to the Partner for a refund
•
Liquidate: products will be sold to a third-party liquidator
Please note that the Partner is responsible for all costs associated with Re-work, Return to Partner, and Liquidation
dispositions. There will also be a Stoppage fee charged for all goods that are “stopped” within the HSN Fulfillment Center.
Please refer to the Compliance section in this manual for an up-to-date fee schedule.
Last updated: 1/4/2016
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PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE
QA PROCESS: FQA (CONT’D)
Avoid Stoppages
Here are some tips on how to ensure a Stoppage does not occur with your product:
•
Once the CQA Evaluator has approved your product in the Initial Product Evaluation, make certain the products
that go to the Fulfillment Center exactly mirror the approved QA Sample and product spec sheet.
•
If any changes to the product or packaging are necessary after the CQA Evaluator has approved your product
in the Initial Product Evaluation, notify your CQA Evaluator at once to have the proposed changes reviewed
and approved before making the changes.
Listed below are the most common causes of Quality Stoppages:
Apparel and Accessories
Home Hardlines
•
•
•
•
•
•
•
•
•
•
•
Stains/dirt on item
Incorrect/illegible labels
Excessive glue
Missing or loose embellishments
Poor workmanship/loose threads/open seams
Measurements out of tolerance
Item received doesn’t match the description
Wrong item was sent to the Fulfillment Center
Product labeled wrong
Leaking container
Cracks, chips and/or breakage
Health and Beauty
Jewelry
•
•
•
•
•
•
•
•
•
•
•
Wrong item was sent to the Fulfillment Center
Items missing from a configuration
Expiry labeling
Leaking container
Tamper seal missing
Poor workmanship
Stone color out of range approved by QA
Box or packaging incorrect/damaged
Wrong gram weight
Finger size/product length incorrect
Tarnish
Home Design/Improvement
Packaging
•
•
•
•
•
•
•
•
•
•
Item received doesn’t match the description
Wrong item was sent to the Fulfillment Center
Poor workmanship
Cracks, chips and/or breakage
Incorrect/illegible labels
Polybag is not sealed
Polybag missing child suffocation warning
Item does not match approved pack recipe
Packaging has changed since the last shipment
Inadequate packing material
Please Remember…
If our QA Evaluators encounter any QA issues with your product, you will be contacted immediately. Therefore, it’s critical
that you provide HSN with your accurate contact information, including your email address in the HSN’s Partner Portal. If
your contact information changes, you’re responsible for updating your contact information in HSN’s Partner Portal.
Last updated: 1/4/2016
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