GRAND BAY PAPER PRODUCTS LIMITED

Quality
Awareness
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What is Quality?
What do YOU think it means?
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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.
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3. Quality is conformance to requirements:

 Quality means meeting specifications.

 The product or service is free of deficiencies(defects)

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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.

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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.
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Whose job is quality?

Quality is a job that everyone is responsible for.
Everyone, each individual is responsible for
quality
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Quality Responsibilities
Line Workers
Log Saw Operators
Rewinder Operators
Helpers
QC
Supervisors
Managers

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

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Quality Control
What 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.
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Quality Control
What 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.
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Quality Control
Standards (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).
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Quality Control
Standards (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.
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Quality Control
When 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.
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CUSTOMERS
An 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.
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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.
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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.

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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.
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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?
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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?
 GRAND BAY PAPER PRODUCTS LIMITED

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?
 GRAND BAY PAPER PRODUCTS LIMITED

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?
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AFH CONVERTING
Responsibilities:
• A customer responsibility to its supplier is to provide feed back for
their product or services.

• Positive feedback

•Negative feedback
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How negative feedback affects a business

Damage to a company’s reputation.

Lost of Business

Closing up shop
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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.

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What checks are you responsible for?

• 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.

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What action must be taken

If 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 supervisor
2. A second check must be done
3. 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.
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What action must be taken

Diameter 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 technician
2. Supervisors must ensure that the operators perform the necessary adj.
3. Quality personnel as instructed must carry out quality checks on the paper.
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Log and shrink tunnel

Logsaw 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.
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Line workers
Line workers are responsible for the following:
1. All cases are sealed on all sides
2. Removal and rework of all cases that are below quality spec.
3. Reporting any quality issues to the operator, and/or supervisors.