International Paper (IP) is a Fortune 500 American company with a century-long history, and Sun Group is a well-known publicly listed group in China. IP&Sun is a joint venture between IP and Sun Group, comprising three companies that produce food-grade paperboard, cigarette paperboard, and commercial paper products respectively.
Affected by the external environment, the company had been operating at a loss for many years. Customer complaints and claim amounts were high, and internal quality losses were significant. The company urgently sought to significantly reduce the amount of quality losses, increase corporate profits, fully implement QIT (Quality Improvement Team) quality improvement activities, and improve shareholder returns and customer satisfaction.
The operation management system was comprehensively upgraded to ensure effective operation, supervision, and inspection, enabling continuous improvement in management performance and comprehensive optimization and reengineering of processes. A CRM (Customer Relationship Management) system was also established. The annual quality loss amount was reduced by over RMB 10 million. The first-grade product acceptance rate reached 98.9%, production efficiency was significantly improved, and the company turned from loss to profit.
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