QUALITY MANAGEMENT

Coca Cola-Sri Lanka

• Coca Cola Beverages Sri Lanka Ltd (CCBSL), located in Biyagama.

• The only Coca Cola bottling plant in Sri Lanka. • Has 443 employees.• Produces and sells over 10 million unit cases of

carbonated soft drinks per annum.• It operates through a countrywide distributor

network, consisting of about 128 distributors.

Coca Cola-Sri Lanka

• As one of the largest and well experienced business over 125 years, Coca Cola has their own developed quality management system that perfectly matches with all of their operations.

• They implements 5S and Kaizen theories inside the frame of their own quality management system to smooth overall quality.

What Is a Quality Management System?• A quality management system is a management technique used to

communicate to employees what is required to produce the desired quality of products and services and to influence employee actions to complete tasks according to the quality specifications.

What Purpose Does a Quality Management System Serve?

•Establishes a vision for the employees.•Sets standards for employees.•Builds motivation within the company.•Sets goals for employees.•Helps fight the resistance to change within organizations.•Helps direct the corporate culture.

The Coca-Cola Quality Statement

• The Coca-Cola Company exists to benefit and refresh everyone it touches. For them, Quality is more than just something the taste or see or measure.

• It shows in their every action. Coca-Cola relentlessly strives to exceed the world’s ever-changing expectations because keeping their Quality promise in the marketplace is their highest business objective.  

Quality Management System of Coca-Cola• Each organizational unit has establish, document, implement, and

maintain a quality management system and continually improve its effectiveness in accordance with the requirements of this Standard.

Kaizen is a Japanese word. KAI means change and ZEN means better, the two words together mean - change for the better, or improvement.

• Coca-Cola use kaizen for• Small improvements first rather than on the big ones, • Utilizing everyone’s potential and knowledge rather

than depending on a few experts• Implementing a continual stream of small improvements

at a steady pace rather than some big changes once in a while,

• and done at every place where some work is done.

Kaizen Theory

This 5S system describes how to fill the organization work gap to improve the efficiency and the effectiveness by identifying and storing the items used, maintaining the areas and items, and sustain according to the new order.

5S consists of these five steps:• SEIRI : Sort through and sort out• SEITON : Standardize and share information• SEISO : Set in order• SEIKETSUS: Sustain the improvements made• SHITSUKES: Shine and inspect through cleaning.

Accordingly, Coca cola Sri Lanka uses this 5S system for few months and it started with the big cleaning day. It increased morale of the employees and customers where it can be found through the all behaviors of the Company.

Five “S”

Goals & Objectives Business Planning. The business planning procedure considers the following at minimum: Determination of the factors of success for the department or unit; An assessment of financial, economic, environmental, safety, and other current factors that bear on the organizational unit’s success;

Business Planning The business planning procedure considers the following at minimum:Determination of the factors of success for the department or unit;

An assessment of financial, economic, environmental, safety, and other current factors that bear on the organizational unit’s success;

System Planning Top management of each organizational unit has ensured that:

Planning of the quality management system is carried out in order to meet the requirements of The Coca-Cola Company, as well as its objectives

Goals & Objectives

Management CommitmentTop management has demonstrated support and commitment to the development, implementation, and continual improvement of the quality system by

Ensuring the availability of appropriate resources; Establishing a quality statement and ensuring that key objectives and metrics are established;ResourcesTop management of each organizational unit has determined and provides the resources needed to Effectively achieve the organization’s objectives, as defined in the business plan.

Quality StatementTop management of each organizational unit has established and documents its quality statement.

Management Responsibilities

Document ControlEach organizational unit is controlling all documents required by The Coca-Cola Quality Systema. Structure and numbering of the documentation systemb. Protocols for creation and approval of documents prior to issuec. Review, updating as necessary, and preapprovals of documents.

Documentation

Process Integrity

Process Orientation & Organizational StructureEach organizational unit has:a. Identify the processes and procedures needed for the quality management system and their application throughout the organizationb. Determine the sequence and interaction of these processes

Design and Development

Design and Development PlanningThe organizational unit is planning and controlling the design and development of product and other process outputs.Design and development planning has determined:a. Design and development stagesb. Review, verification, and validation those are appropriate to each design and development stage

Process Monitoring and ControlEach organizational unit is planning, implementing, controlling, monitoring, measuring, and analyzing its processes, and effectively ensure that new and existing processes continuously produce material, product, and/ or service within Company specifications

6) Incident Management and Crisis Resolution (IMCR)

Crisis Resolution (IMCR) procedure to prevent and manage incidents or situations effectivelyin a manner that protects their consumers, assets, and the image and trademarks of TheCoca-Cola Company.

07) Training

Each organizational unit has identified and documents the skill requirements for each position and competency levels necessary for each employee to perform their job safely and effectively.

8) AuditEach organizational unit has implemented an audit procedure to monitor conformance with this Quality Management System Standard and other relevant Company requirements, and to assess the intent, implementation, and effectiveness of its quality system.

9).Consumer Responses and Customer Satisfaction

Determination of Contractual RequirementsEach organizational unit has identified the requirements of each order or contract.

• Customer SatisfactionEach organizational unit has implemented a procedure for

measurement and analysis of customer satisfaction data against established customer requirements and expectations and takes actions to ensure they are met.

10) Continual ImprovementEach organizational unit has continually improve the effectiveness of its quality management system using the business plan, quality statement, objectives and metrics, audit results, analysis of data, corrective and preventive actions, and management review

.

• Corrective ActionEach organizational unit has implemented a corrective

action procedure that ensures action is taken to eliminate the cause of nonconformities in order to prevent recurrence.

• Preventive ActionEach organizational unit has determined preventive

actions, and implements a preventive action procedure that ensures that the actions are taken, to eliminate the cause of potential nonconformities in order to prevent occurrence.

Awards and Achievements of Coca-Cola

Coca-Cola Beverages Sri Lanka Ltd. (CCBSL) has been honored with the prestigious National Quality Awards 2013, in the Large Scale Manufacturing Category .

• Certifications Coca-Cola Sri Lanka has been certified with,

FSSC 22000:2010 (Food Safety System)ISO 9001:2008 (Quality Management System), ISO 14001:2004 (Environment Management System), BS OHSAS 18001:2007 (Occupational Health & Safety System), PAS 220, and TCCQS-E3 quality standards.

The Company’s’ production facility in Biyagama has been awarded by the Coca-Cola India & South West Asia Business Unit (INSWABU) as being amongst the top 60 plants in The Coca-

Cola System worldwide.

Findings

• Coca-Cola has very effective and efficient quality management system.

• Since 1995 Coca-Cola maintains their own quality management system

• Coca-Cola system has more than 900 bottling plants worldwide under same quality management system.

• Some stated lines of TCCQS bring additional cost to the organization

• At the practical level, company has to implement some points of TCCQS as rules.

• Tough regulations and practices can make employee dissatisfaction.

Recommendations• Since they implement their own quality control system, new

employees can be unaccustomed with it.

• Their globalized quality management system should have extensions to match with local work conditions.

• Company should get necessary actions to avoid employee dissatisfaction at implementation of tough points of TCCQS.

• Company should improve some quality points as a normal quality practices instead of regulations.

• TCCQS made to match with global quality system. At global level organization plants spends huge cost to maintain quality system regardless of other factors. Local plant should identify and get maximum value from TCCQS at dependable cost.

Conclusion

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