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• What We Do in Quality Assurance

• QA Processes

PARTNER SUPPLY CHAIN REQUIREMENTS MANUAL: QUALITY ASSURANCE

HERE’S WHERE YOU ARE


Quality Assurance (QA) 36

Table of Contents 37

Purpose and Objectives 38

What We Do in Quality Assurance 39

QA Process: Initial Product Evaluation 41

QA Process: The QA Submission Components 43

QA Process: Package Integrity 47

QA Process: On-Site Inspections 53

QA Process: Fulfillment Quality Assurance 55

TABLE OF CONTENTS



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 | 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 | Culinary

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 | Sr. Manager QA Operations | 727.872.7393 | [email protected] Packaging | Labeling | Shipping

mailto:[email protected]








WHAT WE DO IN QUALITY ASSURANCE

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.

Step 4b:

FQA Inspector

Inspects the production goods in the HSN

Fulfillment Center before they are made

available to the customer.

Step 4a:

On-Site Inspector

Inspects the production goods in the

Partner’s Warehouse before being

shipped to HSN or being made

available to the customer.

Initial Product Evaluation

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:

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

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

Finished Product Inspection

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



WHAT WE DO IN QUALITY ASSURANCE (CONTINUED)


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.

https://view.hsn.net/WebDocuments/documents/8-Compliance.pdf



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.




QA PROCESS: INITIAL PRODUCT EVALUATION (CONTINUED)

Evaluation Disposition

Products submitted to HSN QA will be reviewed by the QA evaluator and assigned one of the following evaluation statuses:

Received: A physical product sample has been received, but the product specification sheet has not been submitted by the

partner and/or approved by the HSN Merchandising team. An evaluation in Received status requires submission and approval

of the product specification sheet prior to initiation of the formal QA evaluation process.

Pending: QA has received a sample and a Merchandising-approved spec sheet. The evaluation is in process and/or there are

open issues that require the partner to provide information, samples or corrective action.

Approved: QA has evaluated the sample and found that it meets HSN standards. The product is approved to ship.

Approved Pending: QA has evaluated the sample and found that there are only minor open issues preventing product approval

(for example, on-site inspection or testing documentation that does not affect the features and benefits). Products placed into

Approved Pending status require closure of the remaining issues before final approval. Once the open issues are resolved, the

evaluator updates the status to Approved.

Rejected: QA has evaluated the sample and found that it does NOT meet HSN standards, and that the partner was unable to

provide appropriate corrective action.

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.


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:

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:

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.

• Materials

• Design

• Construction

• Appearance

• Measurements

• Features

• Packaging

• Labeling


QA PROCESS: THE QA SUBMISSION COMPONENTS


Where Do QA Samples Need to be Sent?

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.

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 Remember…

For more detailed information on all required samples please reference the Product Samples section of this manual.

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.

How Many QA Samples Need to be Sent?

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)


QA PROCESS: THE QA SUBMISSION COMPONENTS (CONTINUED)

https://view.hsn.net/WebDocuments/documents/9-Appendix.pdf

https://view.hsn.net/WebDocuments/documents/3-Product Samples.pdf



• 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.

Here are some helpful tips to keep in mind as you complete your product spec sheets:

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

• Weight

• Physical dimensions

• Features and benefits

• Warranty information

• Partner contact information

• Nutritional data (if applicable)

• Material composition/Ingredients

• Country of origin

• Shipping information

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.




Supporting Documents

• Third-party certifications

• Government certifications

• Product testing done by third-party organizations (such as cosmetics, electrical or safety testing)

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:

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.


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

2. Visual Elements

3. Compliance

• 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?

• Shipping integrity - will the item arrive safely to the customer?

• Described in more detail in “QA Process: Package Integrity”

• Is the product and product packaging labeled with all applicable warnings, disclaimers and other required

regulatory information?

https://view.hsn.net/WebDocuments/documents/6a-Brand Packaging.pdf


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.

Package Integrity Test Methods

HSN uses the following industry-standard test protocols to validate packaging

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.

Test Method Covered

Hazards Application

ISTA 3A Test Procedure • Shock

• Vibration

• Compression

• Parcel Distribution (UPS, USPS, FedEx)

• Historical damage concerns (VOC feedback,

stoppages)

• High Risk Products (i.e. appliances, multi-piece kits; 4-

piece or larger in the ceramic/decorative tabletop

categories)

ASTM D4169-DC 2, (Assurance Level 1)

or

NMFA Rule 180

• Shock

• Vibration

• Compression

• Less Than Load (LTL) Distribution


QA PROCESS: PACKAGE INTEGRITY

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

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.

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

http://www.ista.org/members/labs.php

http://www.ups-psi.com/




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 Bottom/front/right 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

3. Examine the product for damage and make corrective actions as necessary


QA PROCESS: PACKAGE INTEGRITY (CONTINUED)


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.






Choosing the appropriate corrugated carton 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 in the Quality Assurance section of this manual.

Carton Construction

Ensuring product is effectively transported without damage requires that product be properly packaged in the appropriate

carton(s) and meet the following requirements:

• All cartons must be constructed of A-flute, B-flute, or C-flute corrugate

• E- and F-flute corrugate is not permitted for shipping cartons (re-shippers or master cartons)

• Corrugation of the carton must run vertically (up and down) when the carton is in its intended shipping/stacking orientation

• Carton flaps must be on the top or bottom face of the carton while in this orientation

• All cartons should be of appropriate size and shape to the items being shipped - do not over-pack or under-pack cartons

• All re-shipper cartons MUST be of consistent dimensions and weight for each sku.

Carton Strength

The following steps can be used to determine the MINIMUM strength required for your cartons. Depending on the distribution

cycle (import products), the necessary carton strength may be higher than what is shown in the chart. You are encouraged to

follow the Package Integrity Testing as outlined in the Quality Assurance section of the manual to ensure your packaging

meets HSN Packaging Integrity Standards.

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 & D identify the most appropriate Mullen Burst and Edge Crush Test 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.

https://view.hsn.net/WebDocuments/documents/4-Quality Assurance.pdf

https://view.hsn.net/WebDocuments/documents/4-Quality Assurance.pdf


A B C D

Weight Limit of Box &

Contents (lbs.)

Box Size Limit

L + W + H (in.)


(psi.)

Edge Crush Test

(lbs./in. width)


20 40 200 32

30 55 250 44


30 45 200 42

40 60 250 48

60 75 275 51

100 95 350 61

160 115 450 71

>160 135 500 82

A B C D

Weight Limit of Box &

Contents (lbs.)

Box Size Limit

L + W + H (in.)


(psi.)

Edge Crush Test

(lbs./in. width)


20 40 200 32

30 55 250 44


30 45 200 42

40 60 250 48

60 75 275 51

100 95 350 61

160 115 450 71

>160 135 500 82

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.

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.

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.

Carton Requirements: Carton Strength (CONT’D)






Box Manufacturer’s Certificate (BMC)

HSN 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 if 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

https://view.hsn.net/WebDocuments/documents/10_Apparel_QAManual.pdf

https://view.hsn.net/WebDocuments/documents/13_Cosmetics_QAManual.pdf

https://view.hsn.net/WebDocuments/documents/07_Accessories_QA Manual.pdf

https://view.hsn.net/WebDocuments/documents/17_Food_QAManual.pdf

https://view.hsn.net/WebDocuments/documents/20_Footwear_QAManual.pdf

https://view.hsn.net/WebDocuments/documents/23_Handbags_QA Manual.pdf

https://view.hsn.net/WebDocuments/documents/26_Hardlines_QAManual.pdf

https://view.hsn.net/WebDocuments/documents/29_Jewelry_QAManual.pdf

https://view.hsn.net/WebDocuments/documents/36_Textiles_QAManual.pdf


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

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 On-

Site Inspection in time to meet the purchase order ship date, HSN requires that:

Arranging The On-Site

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.

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.


QA PROCESS: ON-SITE INSPECTIONS

https://view.hsn.net/WebDocuments/documents/6a-Brand Packaging.pdf

https://view.hsn.net/WebDocuments/documents/6b-Labeling.pdf

6b-Labeling.pdf


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.

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:

Preparing for Your On-Site

On-Site Inspection Results and Dispositions

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.

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.


QA PROCESS: ON-SITE INSPECTIONS (CONTINUED)

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

On-Site Fee Structure

https://view.hsn.net/Documents/documents.aspx



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.

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

FQA Results

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.


QA PROCESS: FULFILLMENT QUALITY ASSURANCE



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.

Listed below are the most common causes of Quality Stoppages:

• 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.

Avoid Stoppages

Here are some tips on how to ensure a Stoppage does not occur with your product:


QA PROCESS: FULFILLMENT QUALITY ASSURANCE (CONTINUED)

Apparel and Accessories

• Stains/dirt on item

• Incorrect/illegible labels

• Excessive glue

• Missing or loose embellishments

• Poor workmanship/loose threads/open seams

• Measurements out of tolerance

Home Hardlines

• 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


• Items missing from a configuration

• Expiry labeling

• Leaking container

• Tamper seal missing

Jewelry

• 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

• Item received doesn’t match the description


• Poor workmanship

• Cracks, chips and/or breakage

• Incorrect/illegible labels

Packaging

• 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

HERE’S WHERE YOU ARE - view.hsn.net Assurance.… · Last updated: 7/3/2017 -36- product samples...

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