We ensure that our systems are reliable, secure and user-friendly by collecting data on these factors on a regular basis. A great deal of hardware and software used by Headquarters employees and those in the field comes from Nestlé. Nestlé has a centralized approach to managing information technology so that all of its businesses have common systems for
communicating with each other. When NPPC became part of Nestlé, we had to make some modifications to existing hardware and software so that they met Nestlé standards. The Information Technology department in NPPC has had its own scorecard for many years that includes metrics on user satisfaction, customer service performance, and hard measures of system uptime, response time, and performance of the call center. We ensure reliability and security through
testing and the use of controlled access for data entry and viewing of information.