GBP AFH Quality Awareness

GRAND BAY PAPER PRODUCTS LIMITED

Quality Awareness


What is Quality? What do YOU think it means?


1. Quality is fitness for use: Quality means the product does

what it is intended to do.

2. Quality is meeting customer expectations: Quality is satisfying the customer.


3. Quality is conformance to requirements:

Quality means meeting specifications.

The product or service is free of deficiencies(defects)


4. Quality is exceeding customer expectations:

Quality is the extent to which the customers or users believe the

product or service surpasses their needs and expectations.

Quality is delighting the customer.


5. Quality is superiority to competitors:

Quality is how a company’s products compare to those of the competitors or how they compare to those offered by the company in

the past.


Whose job is quality?Quality is a job that everyone is responsible for.

Everyone, each individual is responsible for quality


Quality ResponsibilitiesLine Workers

Log Saw OperatorsRewinder Operators

HelpersQC

SupervisorsManagers

What is each individual’s role/responsibility in achieving QUALITY?


Quality ControlWhat is Quality Control? A system for verifying and maintaining a desired level of quality in an

existing product or service by careful planning, use of proper equipment, continued inspection, and corrective action as required.

Who is responsible for Quality Control? Everyone in a process has a certain degree of responsibility to Quality

Control products or services they are involved in.


Quality ControlWhat is the role of the Quality Control Department and the QC

Inspectors? Each person involved in making a product is responsible for making it a quality product.

Quality departments, such as Quality Control (QC) or Quality Assurance (QA) cannot inspect quality into the product. The Quality Departments exist as an audit function within the manufacturing and packaging areas.

The responsibilities for QC are as follows:1. The verify (check) that any product manufactured in production has met the

approved criteria (standard) for conformance (correctness).2. To communicate to production the findings of all tests and observations. 3. To separate any out of specification product. (reject or hold bad products from the

good production)4. To record all findings of product inspection.


Quality ControlStandards (product specifications) and the importance of

maintaining them.

• Standards (product specifications) are the customer’s requirement for the product they purchase and are important because they determine how the product will perform.

• Standards are an approved agreement set between the supplier and the customer.

• Standards need to be maintained in order for the product to do what it intended to do (fit for use).


Quality ControlStandards (product specifications) and the importance of

maintaining them.

When a customer receives product with specifications outside of what was agree upon, the customer has to now determine how to use this product. This incurs considerable lost time on machines, labor and product all of which bears a cost. So, the customer loses money when out of specification products are received.

If the product does not work, it has to be returned to the supplier, which leaves the customer without a product, which incurs a greater cost and lost of money.


Quality ControlWhen does Quality Control end?

IT DOES NOT!

Quality Controlling does not end when an order is completed in production.The product yet has to be delivered, on a certain promised date, in correct quantities, properly

indentified (labelled), and in an acceptable condition.

The customer monitors all of these aspects of the order and at the end this determines the level of satisfaction and opportunities for more business.

Quality is just not about the PRODUCT but also about the SERVICE before and after production.


CUSTOMERSAn individual or business that purchases the

goods or services produced by a business. The customer is the end goal of businesses,

since it is the customer who pays for supply and creates demand.


WHY DO WE HAVE CUSTOMER COMPLAINTS?

We did not do what we promised and our product did not do what it was supposed to

do.

Customer felt cheated, and felt that they did not get what they paid for.


Why are Customer Complaints bad?

1. Loss of supplier/customer relationships – lost of trust/faith in products & services.

2. Loss of company reputation – an unsatisfied customer will tell 1000 other customers of a bad experience.

3. Loss of REVENUE - both supplier and customer.


What can we learn from Customer Complaints?

1. Where we went wrong and put things in place to not let it happen again.

2. Examine our work process to find means of improving it.

3. Examine our products and look for ways to make them better.


If we supplied you with the following products, how would you feel, what would you do? What would you think about the company and its workers who supplied you these?








AFH CONVERTINGResponsibilities:

• A customer responsibility to its supplier is to provide feed back for their product or services.

• Positive feedback

•Negative feedback


Damage to a company’s reputation.

Lost of Business

Closing up shop

How negative feedback affects a business


What is your role?To ensure that a product of superior quality is

produced.

How? 1.By ensuring that all quality specification are met, and informing the supervisor of any inconsistencies.

2. Continuous audit checks to be done by both operator and Supervisors.


• Sheet count and Meters must be audited every two hours by the supervisor, or more often if any issue arises.

• Diameter checks must be done by the operator on every log produced.

What checks are you responsible for?


What action must be takenIf an issues arises that affects the quality of the product the following must be done.Meter count below minimum set point:1. Stop machine and inform supervisor2. A second check must be done3. If the count is still low, paper and machine adj. Must

be done, including the cleaning of the counter sensor.4. If the count is still low, only then the sheet count

should be adjusted.


What action must be takenDiameter checks- if the diameter is above or below the accepted tolerance level the log must be rejected, if issues persist:1. Inform the supervisor and quality technician2. Supervisors must ensure that the operators

perform the necessary adj. 3. Quality personnel as instructed must carry

out quality checks on the paper.


Log and shrink tunnelLogsaw operators are responsible for the rolls that are cuts from the logsaw, they must ensure that the following are done:1. Removal and rework of all rolls without

tailseal.2. Ensuring that all trims are remove from the

conveyor.3. That all quality issues be brought to the

supervisor attention.


Line workersLine workers are responsible for the following:1. All cases are sealed on all sides2. Removal and rework of all cases that

are below quality spec.3. Reporting any quality issues to the

operator, and/or supervisors.

Documents

GBP AFH Quality Awareness