Total Quality Management

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Total Quality Management The Coca Cola Quality System

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Submitted to: PROF.SAJAD SANDHU
Submitted by: Waqar Munir Faqeer Abbas Asif Ali Sawal Abdullah Rasheed bc07126 bc07123 bc0712 bc07115

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ACKNOWLGEMENT
‡ I wish to express my sincere appreciation and Profound gratitude to my respectable teacher my SAJAD SANDHU fro his skillful guidance in the development of this report.

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DEDICATED TO

Our parents and teachers who are praying all the time and every moment for our success.

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BUSINESS PROFILE

‡ Established in 1886, The Coca-Cola Company operates in more than 200 countries and markets more than 500 brands and 3,300 beverage products. These products include sparkling beverages and still beverages, such as waters, juices and juice drinks, teas, coffees, sports drinks and energy drinks. We have four of the world s top five nonalcoholic sparkling beverage brands: Coca-Cola, Diet Coke, Sprite and Fanta.
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The Coca-Cola System
‡ We are a global business that operates on a local scale in every community where we do business. We create global reach with local focus because of the strength of the Coca-Cola system, which comprises our Company and our bottling partners more than300 worldwide. Our Company manufactures and sells concentrates, beverage bases and syrups to bottling operations; owns the brands; and is responsible for consumer brand marketing initiatives. Our bottling partners manufacture, package, merchandise and distribute the finished branded beverages to our customers and vending partners, who then sell our products to consumers.

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COMPANY S 2009 WORLDWIDE UNIT CASEVOLUME BY BOTTLER RELATIONSHIP A. Noncontrolling Equity Interest B. No Ownership Interest C. Controlling InterestD. Other1 56% 23% 11% 10%

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Equal Opportunity Policy
‡ The Coca-Cola Company values all employees and the contributions they make. Consistent with this value, the Company reaffirms its long-standing commitment to equal opportunity and affirmative action in employment, which are integral parts of our corporate environment. The Company strives to create an inclusive work environment free of discrimination and physical or verbal harassment with respect to race, gender, color, national origin, religion, age, disability, sexual orientation, gender identity and/or expression, or veteran status. We will make reasonable accommodations in the employment of qualified individuals with disabilities, for religious beliefs and whenever else appropriate.

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‡ The Company maintains equal employment opportunity functions to ensure adherence to all laws and regulations, and to Company policy in the areas of equal employment opportunity and affirmative action. All managers are expected to implement and enforce the Company policy of nondiscrimination, equal employment opportunity and affirmative action, as well as to prevent acts of harassment within their assigned area of responsibility. Further, it is a part of every individual s responsibility to maintain a work environment that reflects the spirit of equal opportunity and prohibits harassment.

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‡ Our 2020 Vision ‡ As we enter an exciting new decade of growth for our Company, we do so with a strong foundation. Our widely recognized and valued brands, solid financial position and unmatched global presence give us great confidence that we can continue to capture a growing share of the projected $1 trillion market for nonalcoholic ready-to-drink beverages by 2020.
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‡ PEOPLEFoster open work environments as diverse as the markets we serve, where people deliver superior results. ‡ PORTFOLIOBring to the world quality beverage brands that anticipate and satisfy people s desires and needs. ‡ PARTNERSNurture a winning network of customers and suppliers with whom we create mutual, enduring value. ‡ PLANETBe a responsible citizen that makes a differenceby helping build and support sustainable communities. ‡ PROFITMaximize long-term return to shareowners while being mindful of our overall fiscal responsibilities. ‡ PRODUCTIVITYBe a highly effective, lean and fast-moving organization that considers efficiency in everything we do.
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‡ What are the aims and missions of the organization? ‡ The world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what's to come. We must get ready for tomorrow today. Our Mission ‡ Our Roadmap starts with our mission, which is enduring. It declares our purpose as a company and serves as the standard against which we weigh our actions and decisions. ‡ To refresh the world... ‡ To inspire moments of optimism and happiness. ‡ To create value and make a difference. ‡
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‡ What is the goal of the organization? ‡ Our goal is to quench every thirst and every need. Provide and tailor beverages for every lifestyle, life stage and occasion based on individual needs. Offer quality products you can trust all the time. ‡ Quenching the world s thirst ‡ Every day, in more than 200 countries around the world, people enjoy 1.6 billion servings of our beverages. We have a great responsibility to each and every one of these people: not only to help fulfill consumers' daily needs hydration, but also to support life-enhancing experiences.

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What is your vision statement? Our Vision Our vision serves as the framework for our Roadmap and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth. People: Be a great place to work where people are inspired to be the best they can be. Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and satisfy people's desires and needs. Partners: Nurture a winning network of customers and suppliers, together we create mutual, enduring value. Planet: Be a responsible citizen that makes a difference by helping build and support sustainable communities. Profit: Maximize long-term return to shareowners while being mindful of our overall responsibilities. Productivity: Be a highly effective, lean and fast-moving organization.

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‡ How much you are successful in attaining the mission and vision statement? Since our first soda fountain sales in 1886, we have been a driver of marketplace innovation and an investor in local economies. Today we lead the beverage industry with more than 500 beverage brands -- including four of the world's top-five sparkling brands. But while our business opportunities are enormous, our commitment to our consumers and the communities in which we operate is even greater.
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‡ What is your quality policy? ‡ We measure key product and package quality attributes to ensure our beverage products in the marketplace meet Company requirements and consumer expectations. Consistency and reliability are critical to our product quality and to meeting global regulatory requirements and Company standards. The global nature of our business requires that the CocaCola system has the highest standards and processes for ensuring consistent product safety and quality -from our concentrate production to our bottling and product delivery.
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‡ How you achieve your goals and aims and what are your steps? ‡ First identify your organization s mission. Then uncover the real, human value in that mission. ‡ Next, identify what you, your customers and other stakeholders will value most about how your organization will achieve this mission. Distil these into the values that your organization has or should have. ‡ Combine your mission and values, and polish the words until you have a vision statement inspiring enough to energize and motivate people inside and outside your organization.
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‡ What is your philosophy to achieve your goals? ‡ Exhortation - the act of exhorting; an earnest attempt at persuasion ‡ Incitement Persuasion, suasion - the act of persuading (or attempting to persuade); communication intended to induce belief or action of our employees and workers. ‡ pep talk - a speech of exhortation attempting to instill enthusiasm and determination in a team or staff. ‡
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‡ How you remove your problems and their causes? Specialists in applying root cause analysis to solve all types of problems. We investigate errors, defects, failures, losses, outages and incidents in a wide variety of industries. Our Cause Mapping analysis method of root causes captures the complete investigation with the best solutions all in an easy to understand format. Think Reliability provides investigation services and root cause analysis training to clients around the world and is considered the trusted authority on the subject.

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‡ What kind of supplier you prefer? ‡ Suppliers that are committed to providing quality customer service, support and responsiveness. ‡ Suppliers that continually look for ways to lower our costs. ‡ Suppliers that are focused on making purchasing easy whilst meeting or exceeding our requirements. ‡ Suppliers that strive for continuous improvement. ‡ Suppliers that adopt the latest purchasing related technologies in order to maintain a competitive edge and enhance capabilities and responsiveness. ‡ Suppliers that are prepared to work with us to ensure that we continue to comply with all necessary regulatory requirements. ‡ Suppliers are required to complete the College's questionnaire regarding Corporate Social Responsibility and Sustainability
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‡ How you control your cost keeping quality? ‡ To ensure such consistency and reliability, the Coca-Cola system is governed by The Coca-Cola Management System (TCCMS). TCCMS is our integrated quality management program, which holds all of our operations system wide to the same standards for production and distribution of our beverages. It guarantees the highest standards in the management of product quality, the environment, and health and safety throughout the Coca-Cola system. It guides our product safety and quality by integrating and aligning business and quality objectives with consistent metrics to monitor performance; integrating preventive action as a management tool, including more rigorous demands when planning new product and service introductions; incorporating Hazard Analysis and Critical Control Points (HACCP) into our system standards; and defining problem-solving methodologies and tools to drive continuous product safety and quality improvements.

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‡ Do you think that institute training important for the employees? Yes it is important for both the organization and employees due to ‡ Creating a pool of readily available and adequate replacements for personnel who may leave or move up in the organization. ‡ Enhancing the company's ability to adopt and use advances in technology because of a sufficiently knowledgeable staff. ‡ Building a more efficient, effective and highly motivated team, which enhances the company's competitive position and improves employee morale. ‡ Ensuring adequate human resources for expansion into new programs.

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What are Purposes of Training and Development? Research has shown specific benefits that a small business receives from training and developing its workers, in Increased productivity. Reduced employee turnover. Increased efficiency resulting in financial gains. Decreased need for supervision. Employees frequently develop a greater sense of self-worth, dignity and well-being as they become more valuab

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‡ Are employees satisfied with your organization? Employee satisfaction is a measure of how happy workers are with their job and working environment. Keeping morale high among workers can be of tremendous benefit to any company, as happy workers will be more likely to produce more, take fewer days off, and stay loyal to the company. There are many factors in improving or maintaining high employee satisfaction, which wise employers would do well to implement. Most work environments require at least some social interaction between you and your co-workers. Even if you are the most introverted person that loves to generally be left alone and work on projects by yourself from

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‡ WHAT ARE YOUR PERFORMANCE TOOLS? ‡ We value based management as a tool to help improve pure performance in planning and execution.(VBM) principles assist us in managing ecomomic profit clarifying understanding of what create values and what destroys it and encouraging us increase value. We greatly enhance our ability to build share owner value overtime by using (VBM)
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‡ COMPANY OBJECTIVES ‡ Gujranwala beverages wanted to achieve following goals ‡ To maintain the quality of the product. Product should be supplied in the market in such a way that it must fulfill the consumer desires ‡ To fulfill their sales projections ‡ To maintain their repute ‡ To maintain their relations with distributors whose network is spread all over the area ‡ To make coca cola products no1 in the area ‡

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‡ WHAT IS THE COMMUNITY INVOLVEMENT? ‡ The coca cola sponsors the Basant festival in Lahore, a festival that marks the beginning of spring and marks the beginning of spring and attracts visitors from all over the world. Part of the festival is the coca cola kite flying championship.

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SWOT ANALYSIS STRENGTHS The product image. Coca cola bottling system. Distributor s excellent service. Financial position and credit rating are strong. Well developed stir. WEAKNESSES Declines in unit case volume. Less motivated staff. High turnover of employees. OPPORTUNITIES Brand recognition. Packaging changes. Increase distribution of product. Existing customer base is high. THREATS New viable competitors. Rapid technological changes. Political instability in the country. Economic instability.

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How company ensures the quality? The Coca-Cola Company ensures the quality of its products by continually monitoring and analyzing the treated water, sugar, and other ingredients used in our brands to make certain they are of the highest quality and meet all regulatory requirements. To ensure uniformity and to monitor quality, the Company maintains laboratories around the world that regularly examine samples of beverages produced by individual bottling plants. What are values of Coca-Cola? We are guised by shared values that we live by as company and as individual. Leadership Passion Integrity Accountability Collaboration Innovation Quality

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‡ What is the quality system? ‡ At the Coca-Cola company quality is more than just something we taste or seer measure or management. Quality shows its self in our every action It encompasses every thing we do From processing to packaging to pouring any thing less than 100% is unacceptable. Our consumers through out the world deserve the highest quality beverages we can produce every time
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‡ What is your promise to customer? ‡ The cocoa cola company exists to benefit and refresh everyone it touches. The basic proportion of our business id simple, solid and time less. When we bring refreshment value, joy and fun to our stakeholders, then we successfully nurture and protect our brands, particularly coca coal. That is the key to fulfilling our ultimate obligation to promise consistency attractive returns to the owner of the business.
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‡ HOW IS THE SUPPLIER AND ORGANIZATION RELATIONSHIP? ‡ In The Coca-Cola Suppliers Are Considered To Be Partners In The Pursuit Of Satisfying Customer Needs Requirements And Desires. Supplier Understand What Is the Expected Of Them And Take Responsibility for Delivering High Quality Data and Materials at the Time They Re Needed and At or Below the Agreed Upon Cost Estimates
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‡ What are the business principles of the CocaCola business? ‡ The symbol of quality ‡ Customer and consumer satisfaction ‡ A responsible citizen of the world

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‡ What are the techniques for Quality control and improvement? ‡ In Coca-Cola improvement is the order of the day. Techniques are available to gather and analyze performance data so that improvement can be empowered to do something constructive about them. Ideas and best practices are freely shared through out the organization. This is the linking a linkage between planning and production system so that everyone in the organization can access progress to plan
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‡ Training and development of the employees is important? ‡ In Coca-Cola training is continuous. Skill development is dressed so that employee is as flexible as possible in their work assignment and comfortable with the changes in the work processes and technology. ‡ ‡
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‡ How much strong is the communication in the organization? ‡ Information is the source rather than hoared.fear uncertainty and doubts are overcome by the free exchange of information about policy, plans and performance. Technologically is employed to maximize horizontal communication which leads to empowerment and more effective team work.
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