Operation Management project

FINAL Project

Operation Management

United Printing Press, operation and quality

Prepared By:

Submitted date:

3^rd of November 2013

Disclaimer:

All material and information in this document depend on independent research of the students mentioned above related to United Printing Press L.L.C.

The material contained is published and submitted for final project in the Operation Management course in the Canadian University of Dubai November 2012.

TABLE OF CONTENTS

1. INTRODUCTION………………………………………………………………3

2. Old structure details……….…….………………………………………...….4

3. New structure details …………………………………………………………6

4. QUALITY MANAGEMENT within the New structure…………………….7

5. PROCESS DESIGN within the NEW structure……………………………..9

6. Reference ………………………………………………………………….....13

INTRODUCTION:

United Printing Press is a wholly owned printing subsidiary of Abu Dhabi Media, moved from being operated to serve the need of printing the official newspapers and magazine owned by Abu Dhabi Government, to become the biggest commercial printing house in the region in 2006.

Two billion dirham were paid during the period of time between 2003-2005 on commercial printing such as newspapers, booklets, flyers, magazines, etc. and the market needed few service sectors at that time to cover the expanding business in the GCC region.

The management in Abu Dhabi Media (Was called Emirates Media Inc. at that time), decided to enter the commercial printing market to compete not only in the service, but also in the quality and the price.

Moving from 3 printing lines to more than 10 daily printing lines along with 15 small commercial printing lines, and to move from a routine workplace that was getting everything done 24 hours in advance to an URGENT JOB ORDER workflow, had a huge challenge to the operation manager and to the employee to co-op that change.

Management decided to expand the capacity of departments, increasing the work force, buying the latest technology, head hunting the experts to run the new machines. UPP had to create the following departments:

Sales and Marketing Dept, Finance Dept, Operation Dept, HR and Administration Dept, all of them were reporting to the GM.

SERVICE AND PRODUCT DESIGN within the old structure:

The Old Printing machines were:

-       The WEB printing: its specialized to print the daily Ittihad newspaper and the related tabloid with maximum of 16 color pages out of 32, and the 2 weekly magazines: Zahret Al-khaleej and Majed kids magazine.

-       Two 4-color printing machines to print flyers and broachers.

-       No sales or Marketing team at that time.

PROCESS AND CAPACITY DESIGN within the old structure:

The old process was:

1-   Design the artwork on the computer.

2-   Make the final layout of the Newspaper, Magazine, etc and export it as PDF files and send it to the server.

3-   The Pre-Press department will get the PDF and make the Color separation process to get the CMYK color separation Films.

4-   The CMYK Films will go to the dark room to be developed to get the PLATES.

5-   The PLATES will be sent to the printing machines to be placed on the machines for printing.

6-   The paper roles will be fed into the WEB machine to start the sample test and to calibrate the printed pages.

7-   The printing machine will start printing the usual quantity.

8-   The folding machine will take the printed sheets to fold the pages.

9-   Cutting machine will receive the final folded pages to make the final newspaper.

10-   Wrapping each 20 newspapers in one part, and send it to the storage area, which the trucks will take these newspapers to be distributed.

11-   The Storekeepers will collect the extra or any returned unsold copies to be sent to waste.

QUALITY MANAGEMENT within the old structure:

-       No quality control process or indicator was available.

LOCATION within the old structure:

-       The printing facilities were located in the same building of the Ittihad newspaper. Raw materials (such as paper and ink) that come from the stores located in the port has to be brought to the location in certain hours cause of the traffic law on the heavy trucks.

SUPPLY-CHAIN MANAGEMENT within the old structure:

-       The major suppliers of the paper were very limited, one local supplier and one international.

-       One supplier for the INK.

-       Limited suppliers for binding materials.

SERVICE AND PRODUCT DESIGN within the NEW structure:

In 2006, the decision has made to buy new machines and new technology not only for a large capacity of printing but also for high quality with cutting time service.

Management decided to expand the capacity of departments, increasing the work force, buying the latest technology, head hunting the experts to run the new machines. UPP had to create the following departments:

Sales and Marketing Dept, Finance Dept, Operation Dept, HR and Administration Dept, all of them were reporting to the GM.

UPP started to take the commercial jobs, such as printing flyers, booklets, tabloids, etc. along with the original jobs.

‘The National’’ the daily English newspaper were launched at the same time of buying the new machines.

The Marketing team started to promote the new service of the UPP, the new quality and the short printing process.

The sales team started to get the new enquires to print different publications such as Newspapers, Magazines, and Tabloids along with books, flyers, booklets, broachers etc.

The New Printing structure machines became:

-       The same WEB printing got upgraded to print more color pages, and kept to print the daily Ittihad newspaper moving from 16 color pages into 32.

-       The two 4-color printing machines got replaced with 4 to print flyers and broachers.

-       New (KBA 215) machine for Tabloids (Main client was daily 7Days newspaper with 32 pages full color).

-       New (KBA Content WEB) machine for magazines daily newspaper (The National).

QUALITY MANAGEMENT within the New structure:

The management applied 3 quality procedures on the new structure, the ISO 9001 (Quality Management System), ISO 14001 (Environment Quality management), OHSAS 18001 (British Standard in safety management system).

The implementation took 6 month to be completed, and each department had to follow certain instructions and procedures to gain the certificates.

Quality Management system ISO 9001:

-       All departments started to follow the new ISO 9001 monitored by an external expert company to make sure all the procedures will get applied and recorded.

-       Each manager has the responsibility to apply the ISO within 6 months.

-       In the operation dept, a new employee got hired as an expert assigned as a Quality Manager to check every single printing job during the printing process and comparing it with the specifications that had requested from the client before delivery. 

-       No job will enter without a full detailed JOB ORDER with a sample of the artwork needed to be print for matching and calibrations.

-       New MIS system (Focus software - FS) had installed connected with all departments to track the JO.

-       Each JOB ORDER (JO) has a tracking number will be seen for certain employee to follow the delivery time.

-       The FS can show the available raw material stores and can give alerts each time the quantity of any raw material goes below the requirements.

-       UPP won the Dubai Printing Award 2009 – 2010

-       UPP won the BIZZ (Business Excellence certificates) 2011.

-       UPP won 30% of the UAE market share.

PROCESS DESIGN within the NEW structure:

The new workflow became under the JOB ORDER requests:

Delivery

 Process Chart

Enquiry

Order Processing

Followup and Negotiation

Submission of Offer

Review of Requirements

:

Check with Pre Press for Proofs / Copy Matter and Quality Requirements

Production to send Job Completion Report  to Sales/Marketing

Forward Job Order to Production and Followup for Delivery

Forward Copy of Delivery Note to Finance for Invoicing

Re-Check with Production for Delivery

Finance to check with Purchase for latest updates on Price

Production to Check for Stocks Availablity

Check with  Finance  for Costing  status

Check with  Production for Delivery status

Work Flow:

Sample:

Proccess Map for Sales and Marketing:

1.	Purpose                :	The purpose of the document is to establish and maintain a uniform method for Customer related process including customer communication.
2.	Scope                    :	This document applicable to all enquiries and orders including the ones received from Emirates Media.
3.	Responsibility      :	Manager Marketing/ Head of Sales  is  responsible to implement this procedure.
4.	Reference             :	QHSE IMS MANUAL SECTION NO:D3
5.	Format Reference:
Sr. No	Particulars		Doc. No		Location	Responsibility	Retention Time
1	Enquiry Order Register			UPP/MKT/FRM001	Marketing Dept	Dept Head	5 Years
2	Job Cost Estimate			UPP/MKT/FRM002	Marketing Dept	Dept Head	5 Years
3	Internal Job Order			UPP/MKT/FRM003	Marketing Dept	Dept Head	5 Years
4	Job Invoice Tracking Form			UPP/MKT/FRM004	Marketing Dept	Dept Head	5 Years
5	Delivery Note			UPP/MKT/FRM005	Marketing Dept	Dept Head	5 Years
6	Monthly Marketing Report			UPP/MKT/FRM006	Marketing Dept	Dept Head	5 Years
7	Customer Compliant Register			UPP/MKT/FRM007	Marketing Dept	Dept Head	5 Years
8	Customer Feedback Form			UPP/MKT/FRM008	Marketing Dept	Dept Head	5 Years

6.	Document Reference :
Sr. No.		Particulars	Document No:
1		Work Instruction for Marketing and Sales	UPP/MKT/WI/001

7.	Monitoring & Measuring parameters :
Sr. No.		Particulars	Frequency	Responsibility
1		Business Performance	Monthly	Manager Marketing
2		Lost Orders	Monthly	Manager Marketing

8.	Quality Objectives:
Sr.No		Objective	Measuring parameter	Status as on 1.1.2007	Target till 31.12.2007	Methodology	Responsibility
1		% Achievement	Booking Vs Budgeted  Revenue	Data not Available	Database to be established	Monitoring monthly performance	Manager Marketing

9.	Revision History
Reference No		Nature of Change	Rev No	Effective Date

LOCATION within the NEW structure:

-       The printing facilities moved into Al Shahama, closer to the airport,

Al ain, Dubai, Abu Dhabi and exactly on the exit of the new road reaching Zayed Port.

In the new location, UPP could reach easily any client in all major UAE cities, along with expoting and importing materials using the airport and Zayed port.

-       A service office in the old location to receive orders.

SUPPLY-CHAIN MANAGEMENT within the NEW structure:

-       The major paper suppliers got expanded internationally and regionally, and that effected lowering the paper’s price. 

-       New INK suppliers from ASIA, Europe.

-       Binding materials and all other raw materials became world wide supplied.

-       The FS could send an automatic request to place an order for new raw material from any supplier connected to the system.

References:

-       www.upp.ae

-       Al-Ittihad newspaper.

-       Abu Dhabi Media (admedia.ae).

-       Private documents of one of the former employee.

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