Coca Cola’s history can be followed back to a man called Asa Candler, who bought a specific formula

from a pharmacist named Smith Pemberton. After two years, Asa started his business and started
production of soft drinks depends on the formula he had bought. From then, the company grew to
become the biggest producers of soft drinks with more than 500 brands sold and consumed in more
than 200 countries around the world.

In 2014, Coca-Cola lost their sales 1% caused by negative issues of products quality befell The Coca-Cola
Company, especially on their carbonated soft drinks, like Coca-Cola. The loss of 1% seems like a small
number, but the decrease in their sales were huge. Coca-Cola often faced problems related to their
packaging quality of their products. This loss in the sales was because of the quality and other issues like
main defects include the bottle was not fully filled, dirty bottles, no crown or bottle cover, out of
specification, spilling beverage.

So to understand the main quality defect faced by the customers, they did some research regarding the
quality and issues faced by these customers. Mostly agree that Coca-Cola provides great or at least good
quality for their customers. It shows the successful of Coca-Cola to keep providing good quality for their
customers. Almost all of them (91 persons) stated that they will move to another brand if the related
brand they prefer provides bad quality of the product. This data shows that the quality management of
one company, especially Coca-Cola Company is really important to hold their existed customers to keep
purchasing the products and not move to another brand. Those defects could be caused by several
factors such as human negligence and also machines error. The frequent problem that usually occurred
in producing Coca-Cola was filling height. The Coca-Cola Company had vent cube for each volume of
their products. Longer the vent cube, the filling would be less and vice versa. Sometimes, the operators
were wrong in adjusting the vent cube and stuffing volume should be. It caused the filling of Coca-Cola
was not in accordance with the standards.

QC in particular focuses on the production line. Coca cola uses state of the art computers that evaluate
all aspects of the production process, maintain consistency and quality by considering formula
compatibility, bottle creation (beat), fill bottle levels, label every bottle, increase test speed and quality,
proving that the requirements products meet.

Coca Cola follows five in processes checks across product line that ensures quality of the drinks and
make sure all drinks are of same quality. EBI is the machine used for inspecting or detecting the bottles’
quality that is going to use the package of Coca-Cola, whether the bottles are appropriate and clean
enough to use. EBI is divided into two main parts, that are inspection unit and rejection unit. In
inspection unit, the bottles will be inspected by the sensor, from detecting colour of bottle, censoring
the height of the bottles whether it’s too long or too short, detecting bottles’ position (erect or fall),
detecting the base of the bottles (dirty or broken or not), detecting the neck of the bottles, and
detecting residue liquid. If there are deviations of quality, the sensors will send the data to
computerizations programs of EBI. It will then be rejected from the machines and directed to the
bottles’ tank.

By using Pareto Chart, Coca-Cola Company can sort and determine majority defect of Coca-Cola, and
also determine the factors of defect that’ll be analyzed later. They can fix their majority defects then so
that it won’t intrusive the quality of Coca-Cola itself. The highest chart in Pareto Chart shows the
majority defects occur and result of defect then will be the priority of Coca-Cola Company to be focused
on.

By using Cause-Effect Diagram or Fishbone Chart, Coca-Cola Company can get the information related to
the factors causing the defects in production or filling or packaging process. Cause-Effect Diagram will
help Coca-Cola Company in identifying the main causes of the problem and generating the ideas for the
solution and also assisting in the investigation or further research of the facts.

Coca cola uses QA to help reduce the risk of flawless products reaching the customer; problems are
identified and resolved within the manufacturing process. It also looks at the quality of the products
offered on Coca-Cola, for example sugar. It can also include training of employees to ensure that
employees understand the operation of the equipment. Coca-Cola ensures that all staff members
receive pre-employment training, so that employees can work properly.

Coca-Cola also implements Total Quality Management (TQM), which includes quality management at all
levels of the organization, including; suppliers, production, customers etc. Coca-Cola uses this method to
improve the quality of its products continuously. Collaboration is very important, and Coca-Cola ensures
that each member of staff is involved in the production process, which means that every employee
understands their work and roles, thereby improving morale and motivation, resulting in complete
production.

The concept of continuous improvement is to unlock opportunities which could change the way
something is performed. Any sources of waste, scrap or rework are potential projects which might be
improved. For example, one way in which Coca Cola has improved their production process is during the
wrapping stage at the end of the line. The machine performed revolutions around the products
wrapping it in plastic until the contents were secure. One initiative they adopted meant that one less
revolution was needed. This idea, however, did not impact on the quality of the packaging or the actual
product therefore saving large amounts of money on packaging costs.

Coca-Cola controls its customer satisfaction by having a code on the bottles it manufactured. This means
that if there is a fault, then that code can by entered into the Coca-Cola database and they can find out
what plant it was produced at and where it was distributed to. This helps customer satisfaction because
if there is a faulty group of Coke bottles then they can be recalled before any other customers find
problems with a particular batch of Coke products.