Customer Focused Operations Quality in Harischandra Mills,

Sri Lanka

By
Nayana Ranasinghe
Student ID: 16433427
Module Name: Managing Operations and the Supply Chain
Module Code: STRM046
Module Tutor: Dr. Chamli Pushpakumara

Submission Date: 2016/05/16

Table of Contents
Introduction-------------------------------------------------------------------------------------------

01

Main Customers of Harischandra Mills-----------------------------------------------------------

02

Process 01: Raw Material Acquiring Process----------------------------------------------------

02

Process 02: Coffee Production Process-----------------------------------------------------------

03

Literature Review------------------------------------------------------------------------------------

04

Quality Gaps in Harischandra Mills Raw Material Acquiring Process----------------------

09

Policy Gaps-------------------------------------------------------------------------------------------

09

Customer Gaps---------------------------------------------------------------------------------------

09

Dilivery Gaps-----------------------------------------------------------------------------------------

10

Recommendations------------------------------------------------------------------------------------ 10
Reduce Policy Gaps---------------------------------------------------------------------------------- 10
Proper Documentation------------------------------------------------------------------------------- 11
Periodic Quality Audits-----------------------------------------------------------------------------

13

Maintain Registered Supplier Network-----------------------------------------------------------

13

Maintain Change Control---------------------------------------------------------------------------

14

Reduce Dilivery Gaps-------------------------------------------------------------------------------- 14

Challenges--------------------------------------------------------------------------------------------- 14
References--------------------------------------------------------------------------------------------- 15

ii

List of Tables
Table 01: ITO Framework of Raw Material Acquiring Process-------------------------------

03

Table 02: ITO Framework of Coffee Production------------------------------------------------

03

Table 03: Approved Raw Material List Standard Structure---------------------------------- 12

Table 04: Raw Material Acceptance Standard Form------------------------------------------ 12

iii

List of Figures
Figure 01: Harischandra Mills Main Products---------------------------------------------------

01

Figure 02: Gap between Perceived Quality and Customer Expectation----------------------

06

Figure 03: Customer Experience Gap Model----------------------------------------------------- 07

Figure 04: Raw Material Traceability System---------------------------------------------------- 11
Figure 05: Quality Audits According to PDCA-------------------------------------------------- 13

iv