Verses from the Holy Quran

“…Say: ‘Are those equal, those who know and those who do not know? It is those who are endowed with understanding that receive admonition.”

(Quran, 39:9)

“Read! In the Name of your Lord, Who has created (all that exists)”

(Quran 96:1)

Dedication

We would like to dedicate this project to our parents first who provided us the facilities that

made this project possible and to Mr. Rana Zaid, Maintenance Head at coca Cola Bottlers who

gave us his precious time and supplied us with the information that we needed for the project &

last but not the least to our teacher Sir Sarfraz Rashid, who has been an excellent mentor and

guided us at every step to help complete our project in a meaningful way.

Executive Summary

This report is basically on the Quality Management System i.e. ISO 9001:2000 which talks

about the basic requirements of quality and getting a certification. As the company we choose

was already ISO 9001 certified so our basic objective was to find out the gap that in which areas

Coca Cola is lacking and where it excels the basic requirements set by ISO 9001:2000.

Fortunately, we found a checklist for finding out the gap of ISO 9001:2000 on the internet that

made our work very easy. The questionnaire consisted of closed ended questions covering all

clauses of ISO 9001:2000. We contacted Mr. Rana Zaid Hasan , Maintenance Head of the

Coca Cola Bottlers and settled a time upon which he was free to give us the information that we

needed for this report. We interviewed him in his office and marked the answers on the

questionnaire about ISO 9001:2000 requirements.Although we could not get answer of our

every question and It took us almost 2 weeks to gather the full information through the

questionnaire but overall it was a good experience.

After getting the information that we needed for this report we started finding out the gap that is

where coca cola does Company lacks in meeting the requirements by ISO 9001:2000. We

analyzed the data from the questionnaire and found almost no gaps where the company was

unable to meet the requirements of ISO 9001:2000.

It is such a huge company and performing well enough and satisfying its customers by providing

a quality product. So we had nothing much to recommend except for that the company should

maintain its position and keep itself updated with the new policies and procedures which would

help it to achieve Total Organizational Excellence. Hence satisfying all of its stakeholders and

earn good profits.

Objectives

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 customers.2. To learn how an ISO system is implemented.3. To observe the outcomes of implementing such a system.4. Devising possible solutions where the company lacks.

Benefits of the Study

1. Through finding the gap the company may ensure that its time, money and other

resources are utilized efficiently.

2. It would also help the company to know that nothing important is left out and that

everyone is clear about who is responsible for doing what, when, how, why and where.

3. Facts found through the comparison of the company’s current performance and the

requirements by the ISO would definitely help the company to improve it-self.

4. It would help the company to improve its strategic planning process hence having a

better focus on customer interaction, response and processes.

5. This project will help us develop our skills and increase our knowledge through meeting

with the related people of the organization and knowing how their organization is

working.

6. A better understanding of implementing and analyzing the ISO system would give us a

competitive edge in the market.

7. It will surely increase our knowledge about the subject as we will be practically

implementing what we have learned.

8. We would be able to know what ISO certification really means as we have seen it many

times on products but didn’t really know what it is for.

Introduction

We are a global business that operates on a local scale, in every community where we do business. We are able to create global reach with local focus because of the strength of theCoca-Cola system, which comprises our Company and our more than 300 bottling partners worldwide.

The world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what's to come. We must get ready for tomorrow today. That's what our 2020 Vision is all about. It creates a long-term destination for our business and provides us with a "Roadmap" for winning together with our bottling partners.

While many view our Company as simply "Coca-Cola," our system operates through multiple local channels. Our Company manufactures and sells concentrates, beverage bases and syrups to bottling operations, owns the brands and is responsible for consumer brand marketing initiatives. Our bottling partners manufacture, package, merchandise and distribute the final branded beverages to our customers and vending partners, who then sell our products to consumers.

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. Benjamin H. Oehlert Junior, former senior vice president of The Coca-Cola Company, served as United States Ambassador to Pakistan from 1967 to 1969. Brands Coca-Cola®, Fanta®, Sprite® 3g,Kinely,Minute Maid .

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 Coca-Cola 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.). 

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.

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.

People: Be a great place to work where people are inspired to be the best they can be. Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and satisfy

people's desires and needs. Partners: Nurture a winning network of customers and suppliers, together we create mutual,

enduring value. Planet: Be a responsible citizen that makes a difference by helping build and support

sustainable communities. Profit: Maximize long-term return to shareowners while being mindful of our overall

responsibilities.

Productivity: Be a highly effective, lean and fast-moving organization.

Our Winning CultureOur 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.

Leadership: The courage to shape a better future Collaboration: Leverage collective genius Integrity: Be real Accountability: If it is to be, it's up to me Passion: Committed in heart and mind Diversity: As inclusive as our brands Quality: What we do, we do well

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

Work Smart

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

Act Like Owners

Be accountable for our actions and inactions Steward system assets and focus on building value Reward our people for taking risks and finding better ways to solve problems Learn from our outcomes -- what worked and what didn’t

Be the Brand

Inspire creativity, passion, optimism and fun 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 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 our brand of refreshment more than a billion times every day because Coca-Cola is...

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

Quality commitment

assurance & control

Meeting International Certifications Of Assurance

Coca-Cola ensures that the world’s most acknowledged Quality Assurance mechanisms have tested your drink before you taste your favourite 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).

Coca-Cola Company exists to benefit and refresh everyone it touches

The basic propositions of our business are simple, solid and timeless. When we bring refreshment, value, joy fun to our stakeholders, then we successfully nurture and protect our brands, particularly Coca-Cola. That is key to fulfilling our ultimate obligation to provide consistently attractive returns to the owners to our business.

Coca Cola Gap Analysis

Quality System

Managing the quality system:

The Coca-Cola   Management System (TCCMS):

TCCMS is there integrated quality management program, which holds all of there operations systemwide to the same standards for production and distribution of there beverages. It guratees the environment, and health and safety throughout the Coca-Cola system.

With TCCMS, it is ensured that:• The understanding of quality becomes a state of corporate culture,• All management systems are integrated and are executed in cooperation,• Senior management within each task unit plays an active role in quality management,• 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.

How The Coca-Cola Management System Works

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

The Commitment:

The Coca-Cola System is committed to being beneficial and providing innovationcontributions to all stakeholders within its sphere of influence.Policy: Policies relating to the environment, safety and quality are located on the three façades of thepyramid.Audit: Control and compliance to regulations so as to ensure performance is assured within themanagement system.Control: The regular control of the entire performance is obligatory for each one of the three façades.In the Quality façade of the pyramid, in accordance with the Quality Management System Standard the management system is in compliance with the principles of the ISO Standard 9001:2000.

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,

• 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,

• implementing a documented syllabus in order to be able to ensure the compliance of all materials, products and services with requirements, preventing the misuse of brand name materials and products,

• 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 affects of such inaptitude,

• implementing a documented design and development control syllabus in the case that design and development activities are carried out,

• developing and implementing a Case Management and Crisis Solution syllabus in order to prevent any harm from coming to the consumers, assets, image and the TCCC trademarks,

• 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,

• forming a team empower

Documentation:

To stay current with new regulations, industry best practices and marketplace conditions,

they consistently reassess the relevance of there product safety and quality guidelines in

TCCMS.

Due to the increased awareness of the importance of food safety, not only in

manufacturing but also throughout the entire supply chain, they are refining there

requirements to further ensure that TCCMS embodies the most recent and stringent

manufacturing processes.That is why TCCMS is documented regularly with every

upcoming requirement either from customer or others.

Customer requirements and specifications are written hence documented and are

continually checked for products.

Standard Operating Procedure (SOP) is also established to define controls over the

documents.

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.

Through SOP’s 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.

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.

3.Quality Policy:

Coca Cola’s mission statement is prepair in accordence 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.

The Quality Policy is:

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

Quality Assurances Of A Billion

The Coca-Cola Company exists to benefit and refresh everyone it touches. They says:

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.

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.

Responsibility, Authority & Communication:

The company ensures that the responsibilities and authorities are defined, established

and communicated to all staff through TCCMS.

It also ensures that every personnel have the current organizational chart of his

department.

The company ensures internal communication through memos, emails, cell phone, and

meetings.

Feedback from the staff is taken in issues to ensure improvement.

Department management system is discussed on monthly basis.

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.

Resource Management

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%.

Awareness and Training

A total of 967 hours environmental training was given to each department manager.

They carried out a total training of 48.2 hours/person.

We will achieve the targeted number of employees with the Fit for the Future Academy Trainings.

Work Environment

They were ranked 5th among the best workplaces of the past 7 years. They have prepared the “Workplace Rights Policy.”which is implimented through. The company has safety manuals that has data disaster response plan.

Product Realization

Planning for Realization Process:

When developing a new product, the company identifies objectives, documented

procedures, resource needs, verification, validation, monitoring and test activities and

keeps records as a proof of meeting customer requirements.

Ownership of the documents is defined and the personnel from every department know

where to find these documents.

Customer Related Processes:

Identify Customer’s Requirements:

Customer expectations are determined through survey questionnaires and customer

feedback as a way of gaining the customer requirements.

Customer Communication:

Customers are given the company’s email address as well as contact number for

communicating their problems.

All customer feedback and complaints are documented.

By solving the problems of the customer the company can improve and records can

provide an evidence for it.

Design and Development

In the first step desighning process is completed and documented keeping in mind the

customer needs and quality standard requirements.

After getting the plans every department comes with action state.

Chek is made throughout the process so that goals could be achieved.

The whole procedure is reviewed and corrective measures are taken to ensure

continuous improvement of the company.

Measurement, Analysis & Improvement

Audit:

Control and compliance to regulations so as to ensure performance is assured within themanagement system.

Control:

The regular control of the entire performance is obligatory for each one of the three façades.In the Quality façade of the pyramid, in accordance with the Quality Management System Standard the management system is in compliance with the principles of the ISO Standard 9001:2000.

Corrective & Preventive Action

The departments not only assess the non conformities and take corrective actions

against them but they also take preventive action against potential nonconformities and

keep a check for them as well.

The departments review the nonconformities and determine and implement the actions

needed.

Records are maintained of all actions taken.

The departments also review the results of corrective and preventive actions taken.

Continual Improvement

As the departments are provided with the information i.e. meeting the specified

requirements, 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.

Conclusion

We can conclude from this report that Coca Cola Company is meeting all the 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.