GROUP MEMBERS

SIKANDAR BAKHT SAMI ULLAH WALIULLAH SYED IMRAN WALI SHAH

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TOTAL QUALITY MANAGEMENT & Its Implementation By Coca-Cola

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TQM
 TQM is a process and philosophy of achieving best possible outcomes from the inputs, by using them effectively and efficiently in order to deliver best value for the customer, while achieving long term objectives of the organization

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What s the goal of TQM?

Do the right things right the first time, every time.

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Total Quality Management and Continuous Improvement

 TQM is the management process used to make continuous improvements to all functions.  TQM represents an ongoing, continuous commitment to improvement.  The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement.

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Continuous Improvement
Customers are not interested in excuses, theyre interested in results. Be proactive - because if you dont someone else will. Ishikawa Says The organization which does not make a change in the 06 months is a dead organizations

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Coca-Cola In PAKISTAN & Its Quality Program.

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Objective:
As Coca Cola Company is ISO 14001, ISO 9001 and HACCP (hazard analysis and critical control points) certified so our objective of the study is basically to: 1. To know how the company is producing a quality product and satisfying its customer. 2. To learn how an ISO system is implemented. 3. To observe the outcomes of implementing such a system.

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Coca Cola in Pakistan:

The Coca-Cola Company is a global company with some of the world's most widely recognized brands, the Coca-Cola business in Pakistan has completed its 50 years of operation. The beverages are produced locally, employing Pakistani citizens. And their product range and marketing reflects Pakistani tastes and lifestyles, and they are deeply involved in the life of the local communities in which they operate History the Coca-Cola Company began operating in Pakistan in 1953.Brands Coca-Cola, Fanta, Sprite 3g, Kinely, Minute Maid.

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Bottling Information
The Coca-Cola System in Pakistan operates through twelve bottlers, 10 of which are owned by Coca-Cola Beverages Pakistan Limited, out of these twelve plants now eight are operating. The CCBPL plants are in Karachi, Hyderabad, Lahore, Gujrawala, Faisalabad, Rahimyar Khan, Multan and Sialkot. The remaining two plants, independently owned, are in Rawalpindi and Peshawar. The CocaCola in Pakistan serves 70,000 customers retail outlets. Employment/Economic Impact In Pakistan it employs 1,800 people. In Pakistan it has invested over $130 million (U.S.).

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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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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.

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Our Winning Culture

Our Winning Culture defines the attitudes and behaviors that will be required of us to make our 2020 Vision a reality.

Live Our Values

Our values serve as a compass for our actions and describe how we behave in the world.

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Focus on the Market

Focus on needs of our consumers, customers and franchise partners Get out into the market and listen, observe and learn Possess a world view Focus on execution in the marketplace every day Be insatiably curious

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Work Smart
Act with urgency Remain responsive to change Have the courage to change course when needed Remain constructively discontent Work efficiently

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Quality Policy Quality Assurances of A Billion

The Coca-Cola Company exists to benefit and refresh everyone it touches. For us, Quality is more than just something we taste or see or measure. It shows in our every action. We relentlessly strive to exceed the world's everchanging expectations because keeping our Quality promise in the marketplace is our highest business objective and our enduring obligation.

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Consumers across the globe choose our brand of refreshment more than a billion times everyday because Coca-Cola is...

The Symbol of Quality Customer and Consumer Satisfaction Responsible Citizen of the World

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Quality commitment Assurance & control Meeting International Certifications of Assurance

Coca-Cola ensures that the worlds most acknowledged Quality Assurance mechanisms have tested your drink before you taste your favorite beverage. The Coca-Cola quality system Assurance layer meets the intent of international standards ISO 9001:2000, ISO 14001 and OHSAS 18001. SGS and Lloyds of London, internationally recognized registrars, benchmarked The Coca-Cola Quality System against ISO 9001:2000(Quality) and ISO 14001(Environmental).

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Quality system Managing the Quality System The Coca Cola Management System (TCCMS):
TCCM is there integrated quality management program, which hold there all operation system wide for same standards for production and distribution of their beverage.it guarantees the environment and health and safety throughout the Coca Cola System.

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With TCCM, it is insured that:

The understanding of quality becomes a state of corporate culture. All management systems are integrated and are executed in corporation. Senior management with in each task unit plays an active role in quality management.

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Work focused on precautions is carried out as a management tool Standard reporting principles are formed Easy access is provided to consumer and stakeholder expectations in developing new products and services Problem solving methods and tools are defined for ensuring continuous development.

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How The Coca-Cola Management System Works

TCCMS works through a pyramid model. Each one of the three main faades of the pyramid (Quality, Safety and Environment) consists of four layers, namely The Commitment, Policy, Audit and Control.

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The Commitment:
The Coca-Cola System is committed to being beneficial and providing innovation contributions to all stakeholders within its sphere of influence.

Policy:
Policies relating to the environment, safety and quality are located on the three faades of the pyramid.

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Audit:
Control and compliance to regulations so as to ensure performance is assured within the management system.

Control:
The regular control of the entire performance is obligatory for each one of the three faades. In the Quality faade of the pyramid, in accordance with the Quality Management System Standard the management system is in compliance with the principles of the ISO Standard9001:2000

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The duties and responsibilities of business units:

Under the scope of the process, all business units are responsible for: Determining, applying and maintaining a quality management system, determining and reporting a goal related to the system, and also developing this in accordance with the requirements of the standard, Ensuring that the work plan and goals are understood by all employees,

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 Ensuring that continuous development with regard to the application of the goals is achieved, Forming a Quality Guide, Providing necessary records and documents, Implementing a documented syllabus on Supply, Contractor and Supply Management, Preventing the use and distribution of inappropriate materials and products, and in the case of the determination of inaptitude the implementation of a documented syllabus to counteract the current and potential effects of such inaptitude,

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 Determining and improving skills necessary for the safe and effective practicing of the work for every position and employee, Implementing a syllabus for the measuring and analyzing of customer satisfaction, Implementing an inspection syllabus for monitoring compliance with the Quality Management System Standard, other TCCC requirements, goal evaluation, the effectiveness of the application and quality system, Implementing a syllabus for monitoring consumer communication, Continuous improvement of the quality management system by using corrective and preventive measures,
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Management Responsibility

1. Management Commitment
The company believes it is very important to promote quality through leadership commitment and involvement. Sessions are conducted regularly to communicate the requirements of not only customers but of statutory and regulatory authorities as well to the departments.

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Through SOPs and checklists they ensure establishment of measurable objectives. Staff meetings are held with employees to discuss different issues concerning customer requirements & feedback, continuous improvement and measurable objectives etc.

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2. Customer focus:
Quality compliance throughout the Coca-Cola system is verified by periodic onsite audits conducted by The Coca-Cola Company and, in some cases, third-parties.

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3. Quality Policy:
Coca Colas mission statement is prepair in accordance with its quality policy. So Quality management becomes mission of Coca Cola. The company makes sure that its mission statement is communicated among all department personnel as printed mission statement copies are posted on the walls.

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The Quality Policy is:

y The Symbol of Quality y Customer and Consumer satisfaction y Responsible Citizen of the World

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Quality Assurances of A Billion

The Coca-Cola Company exists to benefit and refresh everyone it touches. They say: For us, Quality is more than just something we taste or see or measure. It shows in our every action. We relentlessly strive to exceed the world's ever-changing expectations because keeping our Quality promise in the marketplace is our highest business objective and our enduring obligation. Consumers across the globe choose there brand of refreshment more than a billion times every day.

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4. Planning:
After the formulation of measurable objectives Every person of the department is informed of where he could find the objectives, procedures, work instructions and checklists related to his department. Inputs are taken from all stakeholders to ensure personnel participation and acknowledge them about any changes.

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Management Review
To ensure suitability, adequacy and effectiveness of the management system, departments are reviewed on quarterly basis. Management ensures that the work plan and goals are understood by all employees, They ensures that continuous development with regard to the application of the goals is achieved, They guide their departments by forming a Quality Guide.

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Human Resource
They have granted the Prize for Human Respect. HR Department helps other departments in carrying out contingency plans. They are ranked 5th among the best workplaces of the past 7 years. Their intra-corporate employment is 57%.

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Work Environment
They were ranked 5th among the best workplaces of the past 7 years. They have prepared the Workplace Rights Policy. implemented through. Which is

The company has safety manuals that has data disaster response plan.

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Continual Improvement:
As the departments are provided with the information i.e. meeting the specified requirements of quality managment, so fulfilling these requirements and aiming to achieve higher goals along with the monitoring and controlling of activities makes the company to continually improve itself.

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Conclusion:
We can conclude from this study that Coca Cola Company is meeting all the quality requirements of ISO 9001:2000 and is verily certified by it. It is operating using the right procedures and keeping a good control over them to ensure that customer requirements are met properly and wastage is minimum hence involving all the stakeholders in the decision making and continually improving the company s performance.

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