J&G's Customer Service In Action

Case Study: Mackays of Chatham (CPI Group)

The following Case Study (produced with the full co-operation of the customer concerned) is a typical representative example of the service we offer and the high level of customer satisfaction we achieve following our intervention.

When J&G is approached by a potential customer a well proven plan of action is put in place. The first element of this plan is the customer service audit. No charge is made for this audit as J&G believe the key to a successful collaboration is helping the customer to reap the benefits of our expertise. (view our Waste Audit Video to see this in action).

How this works in practice is well illustrated by the plan and its implementation at Mackays of Chatham, part of the CPI Group, the world's largest manufacturer of monochrome and two colour books.

When Alan Cray joined CPI as UK Group Commercial Manager for its UK companies, one of his first actions was to call on J&G to audit the waste disposal operation of Mackays.

J&G were already the provider of waste management services for CPI however Mackays still used other providers for some waste management. Whilst complying with all legal requirements, Mackays was identified as having potential to improve its disposal practices as part of the Group's commitment to sound environmental practices.

Alan Cray requested J&G to audit the site and put forward an action plan that improved working practices in line with the company's commitment and Duty of Care obligations.

"The waste system had not been substantially changed for some time and there were many areas where improvements could be made, even if this meant altering storage arrangements on the site and re-training personnel in the best practice for management and handling of waste products."

Jointly with J&G, a number of objectives were set including:

• Moving from several different contractors who operated to different standards, to one contractor working to high standards. This would also ease the load on the accounts department, particularly if the ability to email invoices and statements was also made a requirement.
• Providing more up-to-date and better quality equipment for the storage and handling of waste products.
• Reducing mechanical handling of waste chemicals by automating the system.

Implementation of these objectives was considered essential to ensure Mackays continued compliance with continually evolving health and safety and environmental legislation.

Maximising the amount of waste being recycled was also considered important and underpins CPI's commitment to environmental stewardship.

Other perceived benefits were that:

• Costs would be reduced - although this was not to be achieved by reducing service levels.
• J&G would offer on-going waste management advice as part of its customer service package.

During the audit procedure, in addition to carrying out a survey of all printing related waste and how it was being handled, J&G also met a great many Mackays staff, from factory floor to senior managers, listening to their concerns about waste problems and what action they felt should be taken to improve on the current arrangements.

The main recommendations of the audit report were:

• Just one person should be designated to manage all print related waste
• There should be a central chemical waste area, outside but within the factory compound to maximise safety.
• Collections of all waste should be made weekly to reduce the volume stored.
• New spill control equipment should be installed and site personnel trained to use it.
• Training would be free of charge.
• There should be a centralised storage area for chemical waste and all containers should labelled with their contents.
• Valuable aluminium litho plates should be stored in cages within the factory.

After being fully accepted by Mackays management, the plan developed from the audit was fully implemented over a period of three months and the following waste management procedures are now in place:-

Aluminium litho plates: J&G make a weekly collection of plates which are now stored on the premises in cages which are provided free of charge. The cages are weighed on site and a value entered on an invoice by the driver.

Chemical waste: Depending on type of chemical this is either pumped into 1000 litre bunded containers, 20 litre plastic containers or, in the case of ink waste, 250 litre drums. Storage is now in properly designated areas with necessary bunds, spill control and alarm systems in place. Collection is on a weekly basis.

Plastic drums: Waste plastic drums are put into cages for transporting to J&G's Blandford plant where they are washed, shredded and sent for recycling.

Fluorescent tubes: Used tubes are now stored in plastic containers made from recycled plastic and transported to Glasgow where they are fully recycled.

Alan Cray said: "With just one supplier, one vehicle a week collecting all waste instead of several vehicles, and easier invoicing, the new arrangement is already showing both time and cost savings.

"Having J&G on board has meant a much better managed and well structured system which in turn allows us to have full control and visibility of our disposal costs. The whole J&G service has lived up to its reputation. From customer care to collection, it's well organised with records available to show what happens to all our waste and with someone always available at short notice if you have a problem."

Mr Cray is confident that the new waste management systems and procedures, along with regular on-site meetings and on-going advice from J&G, will be of enormous benefit in helping Mackays meet its goals.