Biltema always strives to offer high-quality products. The simple reasoning behind this is that poor quality is expensive in the long run. We define good quality as the product being faultless and meeting the customer's expectations. For certain product areas, such as tools, there are clearly defined levels of quality. The one level, that is characterised by the fact that the products have a ten-year guarantee, are primarily directed at qualified users who use the tools professionally. The price of these tools is very competitive in relation to the product quality. The second level is directed towards those who want good tools but who don not use them on a daily basis, which is why they prefer a significantly lower price.
The fact that Biltema's products maintain the right level of quality is something that is tested in many different ways. Tests, analyses and functional inspections take place both before Biltema adopts a product and on an on-going basis during the time in which the product remains in the range. Biltema carries out its own quality control on delivery from the manufacturer, ranging from random sampling to inspection of complete deliveries before they are packaged and distributed to Biltema's warehouse.
The products have a very small error margin. Biltema's goal is to achieve a claim percentage, (the value of the products that Biltema recall due to a fault in the product, as a share of the total sales), that does not exceed 0.5 %. Biltema currently has an average claim percentage of less than 0.6 %. This is a very good level, but is still slightly wide of our target.