Sarfraz Alam,TQM..

8/8/2019 Sarfraz Alam,TQM..

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KING COLLEGE OFMANAGEMENT &

COMMERCE Subject: TQM

Assignment: Century paperand

Board MillsLimited

Presented To: Mr. Farukh

Batch No.: MBA 809,903

Presented By:

Sarfraz Alam 1119


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Acknowledgement:

In The Name Of Allah, The Most Beneficial, The Most

Merciful.

All praise is For Allah, the Lord of the Universe. The Most

Beneficial,

The Most Merciful. The Master of the Day of Judgment.

(Al - Fatiha; verse: 1-4)

We would like to express our deepest gratitude to our instructor Prof.

Farukh Bashir for his continuous guidance. His knowledge, approach

and professionalism have always inspired us and helped us

understand, analyze and solve problems in a practical manner. He was

extremely generous with his time and always provided a friendly


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environment during our discussions. And give us assignment that we

will improve our selves.

Thank you,

Contents: Page

no.

1. Introduction of company 1

2. Corporate Information 3

3. Mission and Vision Statement 4

4. ISO Certification of Century Paper and Board mills 5

5. ISO 9001 QUALITY MANAGEMENT SYSTEM REQUIREMENTS 5

6. Century Paper and Board mills get ISO 14001 Certification 7

7. Century Paper and Board mills get ISO 18001 Certification 11

8. Core Team and training 16

9. Marking in three heads of Baldrige award 1710. Human Resource Development and Management: (150) 17

11. Customer Focus and Satisfaction: (300) 20

12. Leadership: (95) 22


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Corporate Information

BOARD OF DIRECTORSIqbal Ali Lakhani ChairmanAftab Ahmad- Chief Executive Officer Zulfiqar Ali LakhaniAmin Mohammad LakhaniTasleemuddin Ahmed BatlayA. Aziz H. EbrahimSyed Shabahat Hussain - Nominee Director (NIT)

ADVISOR Sultan Ali Lakhani

AUDIT COMMITTEEZulfiqar Ali Lakhani - ChairmanAmin Mohammed LakhaniTasleemuddin Ahmad Batlay

EXECUTIVE COMMITTEEIqbal Ali Lakhani - ChairmanAftab Ahmad - Chief Executive Officer Tanveer Ahmad Khalid - General Manager Marketing

COMPANY SECRETARYMansoor Ahmad

EXTERNAL AUDITORSBDO Ebrahim & CoChartered Accountants

INTERNAL AUDITORSM. Yousaf Adil Saleem & CoChartered Accountants

SHARES REGISTRAR FAMCO Associates (Private) LimitedState Life Building No. 2-A, 4th Floor,

l.l. Chundrigar Road, Karachi

E-MAIL: [email protected] WEB SITE: www.centurypaper.com.pk
mailto:[email protected]://www.centurypaper.com.pk/mailto:[email protected]://www.centurypaper.com.pk/


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Mission and Vision Statement

Mission statement:

Our Mission: Strive together for Excellence

Century excels in manufacturing of quality Paper, Paperboard and Corrugated Boxes for packaging

Century a customer focused company, is always ready to accept challenges for achieving itsmission

Century's quality objectives are designed for enhancing customer satisfaction and operationalefficiencies.

Century is committed to building Safe, Healthy and Environment friendly atmosphere.

Century , with its professional and dedicated team, ensures continual improvement in quality & productivity through effective implementation of Quality Management System.

Century value the social & economic well being of its partners and strives for a harmoniousenvironment conducive to team performance.

Vision Statement:

To be the market leader and an enduring forcein the paper, board and packing industry ,positively influencing and providingvalue to our stakeholder. Society and our nation.

WHY (CPBM) GET ISO CERTIFICATE?

CPBM wants to move from local market towards international market

CPBM get certification for following purposes

1. Quality Manual

2. Standard Operational Procedures (Sops)

3. Record


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ISO Certification of Century Paper

and Board millsISO 9001 QUALITY MANAGEMENT SYSTEMREQUIREMENTS

QUALITY MANAGEMENT PRINCIPLES

Customer Focus

LeadershipInvolvement of people

Process approach

System approach to management

Continual improvement

Factual approach to decision making

Mutually beneficial supplier relationships

QUALITY MANAGEMENT SYSTEM

General RequirementsEstablish, document, implement & maintain QMS.

Continual improve the effectiveness in accordance with therequirements.

Identify the processes.

Determine the sequence & interaction.

Determine criteria & methods to ensure effective operation &control.


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Monitor measure & analyze the processes.

Implement actions to achieve planned results .

DOCUMENTATION REQUIREMENTS

Documented Procedure.

Approval of documents.

Reviewable & Updating.

Identification of changes & current status.

Ensure relevant versions of documents.

Legible & readily identifiable.

Identification & controlled distribution of documents of externalorigin.

Prevention of unintended use of obsolete documents.

Century paper and board mills get Benefits of ISOcertification 9001:

There are total 17 companies in Pakistan. Century is a number one companyof Pakistan. Century make the good quality according to customer needs andcapture the more customers after the ISO certification. Century remove themonopoly among employee. Because every process and procedure is inwritten form .Now almost all biggest companies are the customers of Century Company. Like Pel, Tatly Tea, Waves, Philips, e.t.c

Century Paper and Board mills get ISO 14001

CertificationISO 14001 Requirements

4.2 Environmental Policy

4.3.1 Environmental Aspects


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4.3.2 Legal and Other Requirements

4.3.3 Objectives, Targets and Programs

4.4.1 Resources, Roles, Responsibility and Authority

4.4.2 Competence, Training and Awareness

4.4.3 Communication

4.4.4 Documentation

4.4.5 Control of Documents

4.4.6 Operational Control

4.4.7 Emergency Preparedness and Response

4.5.1 Monitoring and Measurement

4.5.2 Evaluation of Compliance

4.5.3 Nonconformity, Corrective Action and Preventive Action

4.5.4 Control of Records

4.5.5 Internal Audit

4.6 Management Review

Plan Do Check Act Cycle

Plan what you will Do Do according to your Plan Check to see if you did what you planned Act , change or improve the part of your Plan or Do that did not give

you the results you intended

ISO 14001 Standards

4.1 is the General Requirement shall establish, document,implement, maintain and continually improve an EMS


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Followed by 17 clauses that contain requirements that must be established, implemented and maintained

Environmental Policy

Top Management defines an appropriate environmental policy. It willbe used in setting and reviewing objectives and targets

Environmental Policy must commit to continual improvement,prevention of pollution and compliance with regulations and otherrequirements

Documented, implemented and maintained Communicated to all persons working for or on its behalf (e.g.,

employees, contractors, volunteers, etc.) Available to Public

Environmental Aspects

Central feature of an organizations EMS Careful evaluation of the effects an organization has on the

environment Prioritization of most important Allows organization to design a system to focus on priority issues

Environmental Impact - any change to the environment, whetheradverse or beneficial, wholly or partially resulting from an

organization s environmental aspects

Objectives, Targets and Programs

Systematic process to achieve continual improvement

Competence, Training and Awareness

Provide adequate training to personnel who deal with environmentalissues

Ensure personnel are capable to perform their responsibilities

Communication


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Good environmentalmanagement


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OHSAS 18001 - Occupational health and safetymanagement system

What is OSHAS 18001?

Originally developed in early 1990s as BS8800 Revised in 1999 by BSI to be more compatible with ISO 14001 Framework for an effective OH&S-MS 17 elements designed in parallel to ISO 14001 Allows third-party certification/registration

OH&S Policy

Clearly states overall OH&S objectives Authorized by top management Appropriate to nature & scale of OH&S risks Documented, implemented, and maintained Communicated to all employees Available to interested parties Reviewed periodically

OH&S Policy Commitments

Improve health & safety performance* Continual improvement at least comply with current applicable OH&S legislation and other requirements

OH&S Planning

Hazard identification, risk assessment, and risk control Legal and other requirements Objectives OH&S management program(s)

Identification, Risk Assessment & Risk Control

Process overviewo identification of hazardso evaluation of risks under current controlso evaluation of the tolerability of residual risk


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o identification of needed additional controls People are involved

o significant risks must be controlledo individual behavior is a significant factor

Implementation & Operation

Structure and responsibilities Training awareness and competence Consultation and communication Documentation Document and data control Operational control Emergency preparedness and response

Structure & Responsibilities Documented roles, responsibilities, authorities, and accountability Management appointee responsible for implementation Resources Managers must demonstrate commitment to continual improvement

Training, Awareness & Competence

Ensure employee awareness and competence Take into account differing levels of:

o Responsibilityo Abilityo Literacyo Risk

Much of required training driven by regulation

Consultation & Communication

More internally focused than ISO 14001 Employee involvement and consultation

o in development/review of policies and procedureso about changes that affect workplace safety or healtho ensuring representation in OH&S matters

Buy-in, ownership, motivation Insights of shop floor perspective

Documentation & Data


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Documentation of core elementso aids employee awarenesso shows how the various system relateo extremely valuable during certification process

Document and data control procedureso critical documents are availableo obsolete documents and data are removed

Operational Control

Identify operations and activities where risk requires further control Plan these to ensure that

o documented procedures are developedo operating criteria specify key steps and requirementso procedures addressing risks related to contractor goods and

serviceso establish design procedures to reduce/eliminate source of risks

Emergency Preparedness & Response

Emergency response procedures to addresso identifying potential for incidents and emergencieso preventing and mitigating resultant illnesses and injurieso Responding to incidents and emergencies when they occur.

Checking & Corrective Action

Performance measurement and monitoring Accidents, incidents, non-conformances and corrective and preventive

action Records and records management OH&S management system audit

Performance Measurement & Monitoring

Monitoring the achievement of objectives

Quantitative and qualitative measures Proactive and reactive methods Records to facilitate corrective and preventive actions Calibration of monitoring equipment

Quantitative & Qualitative

Direct Quantitative Measures


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o number of lost work days following an injuryo decibel levels of noise in a work area

Indirect Qualitative Measureso review of inspection logso observation of a tasko interviews

Proactive & Reactive Measures

Proactive monitoring of complianceo routine basis, independent of any evento monitoring may be required by regulations

daily equipment checksperiodic review of hot-work permits

Reactive monitoring of accidents or incidentso in response to an event or trigger

accident investigationmonitoring in response to a complaint

Accident, Incidents, Non-conformances & Corrective and PreventiveAction

Handle, investigate, mitigateo Accidentso Incidentso

non-conformances Corrective and preventive actions Review action plans through risk assessment process

Accident, Incidents & Non-conformances

Handle = immediate actiono Notificationo emergency responseo recordkeeping to facilitate investigation

Investigation processo team and procedureso root cause analysis

People are involvedo human elements

Corrective and Preventive Action


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Correct immediate problem Mitigate consequences Eliminate or control root cause Prevent recurrence Review action plans through risk assessment process

Communicate results and monitor

Century paper and board mills get Benefits of ISOcertification 18001:

After ISO certification 18001, Century paper and board mills overcome onaccidents.

Period Accidents

2006-07 135

2007_08 115

2008_09 65

2009_10 38

Core Team of Century Paper andBoard Mills Total 2500 employees work in century mills. There is 26 section of centurypaper and board mills .They choose the co ordinate of each section. Its meancore team consists on 26 members.

Training of Core team:

Century paper and board mills sent their core team for training in Englandand Thailand

And also their coordinators for training in OSALAP Company and F G Scompany in Lahore.

Training of other Staff:


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provides a way of engaging and responding to customers and other stakeholders. The Award is

not given for specific products or services. Up to 18 Awards may be given annually across six

eligibility categoriesmanufacturing, service, small business, education, health care, and

nonprofit. As of 2009, 84 organizations had received the Award.

Three Sectors Malcolm Baldrige National Quality Award

Human Resource Development andManagement: (150)

The Human Resources Management (HRM) function of century paper andboard mills includes a variety of activities, and key among them is deciding

what staffing needs you have and whether to use independent contractors orhire employees to fill these needs, recruiting and training the bestemployees, ensuring they are high performers, dealing with performanceissues, and ensuring your personnel and management practices conform tovarious regulations. Activities also include managing your approach toemployee benefits and compensation, employee records and personnelpolicies. These policies are often in the form of employee manuals, which allemployees have.

The HRM function and HRD profession have undergone tremendous change over the past 05_06years. Some years ago, Century Paper looked to the "Personnel Department," mostly to managethe paperwork around hiring and paying people. More recently, century paper consider the "HR Department" as playing a major role in staffing, training and helping to manage people so that

people and the organization are performing at maximum capability in a highly fulfilling manner.

Recently, the phrase "talent management" is being used to refer the activities to attract, developand retain employees. Now century paper uses the phrase to refer especially to talented and/or high-potential employees.

Human Resource Planning Management: (20)


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60% working

The HRM function and HRD profession have undergone tremendous changeover the past 05_06 years. Some years ago, Century Paper looked to the"Personnel Department," mostly to manage the paperwork around hiring and

paying people. Now century paper uses the phrase to refer especially totalented and/or high-potential employees. I think, they started HR planningsince few years. They are gradually improving their HR planning.So,I; I give12 marks for their HR planning .

Employee Involvement: (40)

80% The HR managers or leader motivate to employees and their attitude andbehavior with employees are very good. After the ISO9001 certification, they

give the training to employees according to ISO standard. They areincreasing employee involvement day by day. So, I give 32 marks for theiremployee involvement.

Employee Education and Training: (40)

Century paper uses the phrase to refer especially to talented and/or high-potential employees. After ISO certification, they hire the educated peoples


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2007_08 115

2008_09 65

2009_10 38

Due to this, I give 20 marks in this case.

Customer Focus and Satisfaction: (300)Customers service expectation s have two levels:

Desired and Adequate . The desired service level is the service the customer hopesto receive.

The adequate service level is that which the customer findsacceptable .Century paper desires for more personalized and closer

relationships with customer.

Customer relationships are central to exceeding customer expectations. This is becauserelationship building is process-intensive , requiring responsive, assured, empathetic service overtime. Customers are satisfied with a product or service of century paper. Century paper isCreating Better Products or Services and Offering compelling customer experience and Building deeper customer relationships.

Customer Expectations current and Future: (35)

100%

Centurys customers are well expected their quality and they understand theneeds and demand of customers. No any one customer complains againsttheir quality. They are working on human well being. Because their companyis certified with ISO 14001.so, I give the 35 mars out of 35 marks.


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Customer Relationships Management: (65)

100%

The management of century paper understands the customers needs andfulfill their demand on time .Now they have strategic planning of builtcustomers relationships. Almost all large companies are the customers of century paper. Like Philips, Sony, Mitsubishi, Dawlance e.t.c. These allcompanies are working to long time and then I give total marks .

Commitment to Customers: (15)

100%

Customers are fully satisfied with century paper. Because they completework according to commitment. Their quality and delivery on time and theyprovide the credit facility. I give full marks.

Costumer Satisfaction determination: (30)


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100%

Customers are satisfied with a product or service of century paper. Centurypaper is Creating Better Products or Services and Offering compelling customer experience and Building deeper customer relationships. No any one customer soundsoff against century paper. Their mean customers are satisfied. So, I give completemarks .

Customer Satisfaction Results: (85)

100%

I found positive results of customers. Because customers give the adept orpositive remarks for century paper and Board Mills. Due to positive results, Igrant the full marks.

Customer Satisfaction comparison: (70)

100%

I brass customer satisfaction among century paper and other company.Other companies customers are not fully satisfied with them. They havesome complains with them. Then I collapse full marks.

Leadership: (95)


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Senior Executive leaders in the Century paper play a key role in the delivery of the core

functions of the product and Service. They provide high quality policy advice to costumer

and implement. This requires them to create a shared vision and sense of purpose for their

organizations, to enable and motivate their staff to achieve high performance. Improvementapproach to doing business through a new management model. They focus on meeting

owners/customers needs, by providing quality services at a reasonable cost and focuses on

continuous improvement. Views organization as an internal system with a common aim and

focuses on the way tasks are accomplished.

Century paper a built-in, self-regulating mechanism whereby business would monitor and ensure

its support to law, ethical standards, and international norms. Consequently, business would

embrace responsibility for the impact of its activities on the environment, consumers, employees,

communities, stakeholders and all other members of the public sphere . Furthermore, CSR-

focused businesses would proactively promote the public interest by encouraging community

growth and development, and voluntarily eliminating practices that harm the public sphere,

regardless of legality.

Senior Executive leadership: (45)

95%

Senior Executive leaders in the Century paper play a key role in the deliveryof the core functions of the product and Service. They provide high qualitypolicy advice to costumer and implement. This requires them to create a

shared vision and sense of purpose for their organizations, to enable andmotivate their staff to achieve high performance. So, I gift the 41 marks. I didnot give the 4 marks. Because two senior leaders are retired and they hirethe new leaders. They have less of experience than retired leaders.

Management for quality: (25)
http://en.wikipedia.org/wiki/Normhttp://en.wikipedia.org/wiki/Stakeholder_(corporate)http://en.wikipedia.org/wiki/Public_spherehttp://en.wikipedia.org/wiki/Proactivehttp://en.wikipedia.org/wiki/Public_interesthttp://en.wikipedia.org/wiki/Normhttp://en.wikipedia.org/wiki/Stakeholder_(corporate)http://en.wikipedia.org/wiki/Public_spherehttp://en.wikipedia.org/wiki/Proactivehttp://en.wikipedia.org/wiki/Public_interest


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Improvement approach to doing business through a new management model. They focus

on meeting owners/customers needs, by providing quality or services at a reasonable cost and

focuses on continuous improvement. Views organization as an internal system with a common

aim and focuses on the way tasks are accomplished. Then, I kick in 23 marks.

Public Responsibility and Corporate Citizenship: (25)

70%

Century paper would embrace responsibility for the impact of its activities onthe environment, consumers, employees, communities, stakeholders and allother members of the sphere. In current situation, they work 70% on publicresponsibility and corporate citizenship and planning in next for enhancing.So, I gift 18 marks.
http://en.wikipedia.org/wiki/Stakeholder_(corporate)http://en.wikipedia.org/wiki/Stakeholder_(corporate)


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