IBERSOL | Annual Report 2021

ANNUAL REPORT 2021 Periodically development contracts are negotiated that guarantee the right to open new restaurants. In case of non-compliance with the open- ing plans provided for in these contracts, franchisors may terminate their development contracts. Operational risks are closely linked to the activity of restaurants: supply management (supply and logistics), stock management, fund manage- ment, and the efficiency and safety of resource and asset utilization. The adequacy and scope of the control procedures are monitored and re- vised whenever necessary. Due to the specificities of the Business, there are areas of risk whose current management has been allocated to functional departments, namely: Food quality and food safety In the restaurants business, the risk associated with hygiene and food safety is of primordial importance. The management of this area of risk is overseen by the Quality Unit and is aimed primarily by adopting a responsible proactive approach, fol- lowing the prevention principles, training, monitoring of indicators and continuous improvement in order to minimise risks with an impact on consumers health. The main management dimensions of this risk area are: - qualification and selection of Suppliers and Products in food quality and safety area and a Programme of Periodic Inspections of Suppliers, Products and Services; - ensuring the effectiveness of the Traceability System; - control of the Production Process in the units /restaurants through HACCP Systems; - System for Developing Food Safety Competencies; - maintenance and monitoring of measurement devices; - food crisis management System, which is used to monitor existing food warning systems at all times and take immediate action when neces- sary; - Continuous Improvement System, supported, among other instruments, by external audit programs in all units of the Group; microbiological analysis programs for raw materials and final products, carried out by sampling by an accredited external entity; Complaints Handling System. Also noteworthy are the certification audits and the certification itself in the standards NP EN ISO 9001: Quality Management System and 269