Improvement of research and develop processes at BT chemical company

I would like to thank to my supervisor in BT Chemical Company, Mr Tam- Director, who support me all condition in term of time, data and customer contacts to collect data and make this r

SOLVAY BRUSSELS SCHOOL OF ECONOMICS & MANAGEMENT

MPQPM4

NGO DUC MINH

IMPROVEMENT OF RESEARCH AND DEVELOP PROCESSES AT BT CHEMICAL COMPANY

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Ho Chi Minh City (2014)

ACKOWLEDGEMENT

During the time I studied master program of SOLVAY BRUSSELS SCHOOL, I was supported a lot from my supervisor , Dr Jacques Martin not only has three helpful and exciting modules : Business Strategy, TQM and Performance Valuation, but also fully support us in information transferring , giving direction for self-study and specially providing me great ideas and advisement for my final report

Besides that, all of professors who handled all our modules provide us

a lot in knowledge, conception, new broad thinking and many modern

methods that are useful not only for study but also for my own career

I graduated and be working for Technology field, not in Management field So when I join this program, I learned a lot, understand something I feel strange before and important thing is I know how I can improve my career ,

my work place and contribute for my company

I would like to thank to my supervisor in BT Chemical Company, Mr Tam- Director, who support me all condition in term of time, data and

customer contacts to collect data and make this report

I would like to thanks to Ms Ngoc Hien - Solvay Program Coordinator- for her support whole the Master Program and a perfect

coordinator in proving useful information relate to final Project and all

modules of this program

Last, I would like to express my gratitude to my all class mates who always do not hesitate to support me in document, methodology, noting me some works that I nearly missed

Thank you all, I really have a good time in my life with this program I saw and felt new horizon of knowledge, have broad thinking and many

interesting friends I wish you all have a good life and more successful in your own career

ABSTRACT

All companies, Organizations always aim to become bigger and more valuable Developing an organization is not simple It needs long-term strategy, good direction and be supported by all company members

A Chemical Company provide goods follow market demands, new requirement and face to fierce competition, it has most of added values come from Research and Develop activities and Production So clearly to see the priority of improvement must be put into RD operation This department has vital role for demand adaptability, give the power to help company to sustainably develop

RD activities require highest level of staff’s education, the works are so

complicated and change every day So improvement of RD department performance requires differently, strictly in process, recruitment, manpower organizing

This report aim to not only recommends the direction for RD activities through customer feedback analysis, the defect and cause analysis then giving more ideas for improvement direction but also prove out full plan to improve total

performance of RD department

CONTENTS

ACKOWLEDGEMENT 3

ABSTRACT 4

CONTENTS 5

INTRODUCTION 8

I BT Chemical Company business description 8

II Structure of BT Chemical Company 8

III.RD departments and its role in company business 9

IV Need of Improvement 9

IV.1 Operations of RD department 9

IV.2 Main weaknesses of recent operation lead to need of improvement 10

PART A: ESSENTIAL WORKS FOR RD DEPARTMENT PERFORMANCE IMPROVEMENT 12

I Situation of BT Chemical Business performance 12

I.1-Customer satisfaction analysis 12

I.2- Products Quality Follow up analysis 16

II Essential works for performance improvement 18

PART B: DEPLOYMENT 19

I Re-organize RD man power 19

I.1- Why to re-organize RD man power 19

I.1.1-Make all processes run smoothly 19

I.1.2- Increase adaptability of RD department and increase awareness of each person 19

I.1.3-Make people accept new structure and follow division 19

I.2-How to do 20

I.2.1- Valuating staff’s work load 20

I.2.2- Make work division table 21

I.2.3- Organize the structure of RD department 22

II New recruitment process for long term improvement 23

II.1-Candidate resource 23

II.1.1- Experience candidate 23

II.1.2-Introduced candidate 23

II.1.3- Recent staff 24

II.1.4- Common resource 24

II.2- Build up the RD job description for new recruitment 24

II.3- Recruitment steps 25

II.3.1- General interview 25

II.3.2- Specific interview or doing test 25

II.3.3- Assessment 25

III Set-up Document system 26

III.1- Documents for RD staff can self-study 26

III.1.1- Basic Knowledge 26

III.1.2-Advance Knowledge 27

III.2-Work document 27

III.3- Work community 27

IV Set-up new raw material data based 27

IV.1- What is raw material data base 28

IV.2- How to collect the information, specification of material 30

V Build-up new RD process 31

V.1- Material Test 31

V.2- Chemical Engineer work at RD department 33

V.3-Process of making decision: improve recent products or develop new products 34

V.4-Process of development new chemical product for furniture 37

VI Build up KPI for RD staff and Dashboard for RD activities 39

VI.1- RD staff assessment 39

VI.2- RD activities assessment 40

VI.2.1-Building up Raw material data base: 40

VI.2.2- Product Improvement 40

VI.2.3-New product development 40

VII Build up RD training program 41

VII.1- When training is implemented 41

VII.2- Training classification 42

VII.3- Training methods 42

VII.4- Personal training plan: 44

CONCLUSTION 45

I- Which one is most important and high priority 45

II-Difficulty 45

REFERRENCE 46

INTRODUCTION

I BT Chemical Company business description

BT Chemical is the local private company that produces mainly wood coating for furniture and outdoor wooden products that was provide both for exporting and domestic market At the beginning of time, BT Chem

Company produces cashew oil coating, a kind of traditional and ancient coating for furniture, now only use for handicraft products During the operation, top management realized that market of cashew oil went down year after year and there are some substitutes that have proper characteristics for wood coating such as NC lacquer, PU coating, AC coating… Solvent

based coating emerged and had been used mainly till now BT Chem started research and produce the solvent based coating to adapt market demand beside keep producing cashew oil as company traditional products

Now, BTchem has become the biggest local coating company for furniture in Vietnam with13 years experience and over 25 million dollar of sale per year BTchem has number of customers that spread along the country from South to the Middle of Vietnam and some provinces of the North Some segments of BTchem products competed directly with the products that come from well-known foreign companies such as Serwin ,

Inchem…

II Structure of BT Chemical Company

III.RD departments and its role in company business

At the beginning, RD department only had two persons include company director and one staff who supported him in all test and research

At that time, there were not many competitors in market and the requirements were not too difficult That was the opportunity for BTchem had time to adjust and create new things for that young markets With only two persons for new products research, products were poor in function, not stable But after a time, the market requirements increased so top

management decided to establish RD department to handle this

Why RD department is key department Beside the research for new products, RD dept was put in charge to test new raw material for change in some case or just for backing up RD people make prototype of new product, they also create procedure of making goods in small scale Then, responsible people will base on that procedure to calculate for production side Because

of being the product makers, RD people know about to specification, raw material safety and handling So they have to issue the process and method for quality control department and make the products document for customer service and marketing activities

Now we can see the responsibility of RD people across the organization and be essential RD department operate well, that impact positively on all remain departments: Business, Customer service, marketing, purchasing and QC as well

IV Need of Improvement

IV.1 Operations of RD department

The process abroad has not been used yet RD activities mainly control by director and deputy manager Every day, issues rise at customer, Technical department, supplier and QC department are informed directly to

RD and Director or manager use their experience to find the way for each issue and assign RD staff to do this Issues can be new requirement, complain, new raw material supplier There are no issues classification and

no standardization of method to solve issues RD staff will do just follow manager direction and report to him ( most of case are oral report ) until issues has done In case, the issue is new product, prototype or sample is sent to customer for trial but don’t have any way to be followed up and

sometime, issue is forgot It’s potential of market lost because lack of

sensitive adaptability

-New sample of raw material are sent to company, most of them are stored and forgot Only samples that company ask supplier because of need for some improvement or new product, they will be test immediately If the

sample doesn’t work, supplier feel difficult to ask the result, maybe they will

be not enthusiasm to support company next time

IV.2 Main weaknesses of recent operation lead to need of improvement

BTChem Company was established as a private small business of family At that time, most of staffs or members of BTchem are in the same family or friends So the way that this company runs not really a company

It’s suitable with the business environment in the past By this way, BTchem

was not worry too much about the labor management cost and organizing manpower Remember that the market at that time was so easy and there was not a lot of competitors, so owner was able to reduce the management cost as much as possible without any negative impacting on business ( if any, they were not significant) I recall this to explain some complicated things of RD process now Although the company grew up and achieve new level in term

of scale and business But it still be impacted by the old ways of thinking, methods and from old people still be working

deputy manager (it’s quite strange world but that it is) Director is also RD

manager, he manage all activities of RD and all remain people must follow his direction The small scale company, this way is still good, because top-management can follow whole operation process tightly But when the company develops to medium scale and large scale, director have many management activities beside technical issues So, that the way BTChem is getting massive day after day

-As usual, customer information will be collected by Technicians or Customer service center Then these information will be stored at data base and waiting for responsible persons take action (normally Technical

Manager and his assistances will arrange or assign people to work) But Director really wants to involve to all his company operations, so he always cut across the normal process and has some special ways/ short ways with

RD staff supporting to solve and feel that could be better

-Some problems rise at customer side and be reported by Technicians

RD staff, actually, director and his assistance will solve this, another staffs only play role like supporter Because:

- They were not trained enough

- They were not selected carefully in recruitment process( lack of basic

knowledge)

- There were no further plans to train staff They feel to be difficult to

improve themselves and get promotion, so lead to lacking of staff commitment

-Another problem is other departments and whole related staffs are not really understands how importance of information flow They lack of system

thinking, and commitment Staffs don’t understand their Job or the result of

their work is where of whole system and their influence

Common ground of basic knowledge of all staff is quite low, so there is big barrier of learning new thing, acceptant new conception Maybe it’s difficult

to carry out training activities and some process improvement, management

as well

One more special things that slowed down the develop and became barrier for innovations are all managers and some important position are old and low education and have special relationship with director (relatives,

close friend, school mate…) so it’s hard for change or replacement And

most of them are so persistent, difficult to absorb new things

All staff did not really understand and follow the process, procedure

of their work Technician and sale-man often provide information to wrong person (information from customer sometime go to formulator or RD staff without manager approval) and there are some miss-understanding between provider and receiver that lead to wrong action and waste time

-Maybe at this time, the strengths of Company still have more advantages then influences of weakness, but for long term and stand on “sustainability strategy view”, Company must have to have some changes Below are some

points that we can have overview about the situation, talk in another way, the negative points that impact, slow down the RD processes performance

-The information of new raw material is not updated for related person ( formulator) so they don’t have enough data to improve or develop products

After some description above, I summarize to nine weaknesses of BTchem RD department

PART A: ESSENTIAL WORKS FOR RD DEPARTMENT PERFORMANCE IMPROVEMENT

I Situation of BT Chemical Business performance

In order to know how to improve the RD department performance, we analyze company business performance throughout the customer satisfaction and the stability of product quality After we realize the gaps that negatively impact on performance, we will link to RD function Because RD

department has main key role of company business, we realize which processes of RD department can be improved to fix these gaps

We have two analysis : Customer satisfaction analysis and products quality follow up analysis

I.1-Customer satisfaction analysis

This analysis base on the result of Customer survey see appendix A) I desired I collected when I came to customer for products introduction or Production trial

Table 1See the table 1 (here is a part of this survey, please see appendix A for full content)

-The survey structure has 9 questions and optional answer for each question and column of mark for each answer Each question I consider as one

essential attribute that I want to collect customer‘s comments about it

-Severity column: how the attribute impact on business -Criteria of severity:

 1: no impact directly, this is attribute may considered if all remain ones are

fulfilled

 3: impact slightly, can be compensated by some advantages

 4: impact directly and need to be adjusted

 5: impact strongly and need to action immediately

Attributes that correspondent to questions are showed in table 2

Table 2

at in their production process

adapt new demand or new requirement or not

how they solve the problems if they occur

willing to do extra work if need or not How they respect customer

impressive with customer or not and make customer feel pleasure and confident when they use

advance in some case or not

The formula for calculation:

 Score or mark : Base on the answer

 Overall score = Score multiply with severity

 Customer valuation index = summery of all attribute Overall score

I bring this survey to customer side and find responsible person that is handling

production and directly using our products to collect answers Then I calculated

Overall score/mark of each attribute and customer valuation index for each

customer

By this survey, In 5 months I collected a series of customer feedback that were

classified clearly in important attributes and calculate a series of customer

Table 3

*Table 3 was calculated to analyze customer valuation of each attribute

Total score of each attribute is calculated by summery of 28 scores of 28 customers

Percentage = Total score/ (4 * 28) -4 is max score of each answer -28 is number of customer did survey

Figure 1 Figure 1 show which attribute has best valuation and which has worst valuation

-We can see, the highest score belong to Quality, that the reason BTchem business till be good now However, Delivery, Packaging, Adaptability have low score They just be higher than average a little bit Three attributes are very important to keep customer satisfaction Now a day, beside quality, the

packaging is considers as sale quality It helps company attack to new market easier and have good impression with customer Adaptability is ability to keep, protect customer Company can adapt the changes, requirements from customers While delivery strongly impact on customer satisfaction

We can see clearly BTchem has potential to go down in the future because there are more and more strong, experient and well-know competitor appear

on the market BTchem really need some improvement

The survey will be done every 5 months and also use to calculate Average Customer Index

Average Customer Index = ( summery of customer valuation index ) divide to total customers that did the survey in 5 months

Table 4

In over 2 years , We have series of Average Customer Index that was showed in table 4

Figure 2Then I draw figure 2 to realize the trend of customer satisfaction

The chart show that Average Customer Index slightly goes down in near time That is the signal to realize BTchem need action This idea support the thing we realized in custom satisfaction survey - BTchem has potential to go down in the future

I.2- Products Quality Follow up analysis

Defect of products is very important thing that production companies as BTchem focus firstly It shows that company operation is stable or not, customer satisfy or not, the sale forecast is good or not

We go to details of products defect so that we can realize what need to improve and how to improve sufficiently

Technical department has responsibility to collect data of defects that

occurred in customer’s production

-Defect: there are several defect of coating, they were indentified, named and have investigation for root cause

-Product: the kind of coating that customer was using and got defect

-Root-cause: the cause of defect was identified after being investigated by Technician

Table 6 One defect often has more 2 to 3 cause and corresponding to solution Technician and RD dept prove and standardize the corrective action and preventive action Base on history of problem in production ( customer) and investigate causes problems, we summarize them to create the table 6 that include defect name ( just some common defects in production), causes,

corrective action, preventive action so that, technician or customer’s operator

can identify and solve problem by themselves This table will be revised and update once of 3-4 months

* For full content of table 6, please see appendix D : Defects and cause - Classification

Table 7

Figure 3

I use table 5 to collect data of common defects, their frequency and their common cause (the cause often lead to defect) This data to be re-organized and draw chart(see figure 3) to recognize the most cause of defect, and know which process of company have error to lead that cause or which process of company need to improve to prevent that cause

We can see, most of defects of Btchem products are classify to two defect mode: orange peel and cratering And the root causes are

Orange peel defect: The temp is too high, so solvent go up faster and no time for leveling

Cratering defect: Oil in high pressure air

They seem belong to customer responsibility, but let’s “customer focus”

think Why we don’t develop a product that be able leveling at large range of temperature It’s really difficult issues for RD department of BTchem,

difficult in term of technical, technology and raw material

II Essential works for performance improvement

-Customer satisfaction analysis shows the high priority of enhancing company adaptability that relate tightly to RD department This kind of ability is important to improve customer satisfaction

-RD department must be increase power to help company has more competitive advantages In detail, RD has to develop totally in staff skill, structure, process, mind set

Combine the result of analysis and the weaknesses of RD operation were realized We find essential things/works that are important help improve RD department performance

-RD department essential works for performance improvement

 Re-organize RD man power

 Build up new recruitment process

 Build up Document system

 Build up new raw material data based

 Build up RD activities processes

 Build up KPI for RD staff and Dashboard for RD activities

 Build up training RD staffs program

PART B: DEPLOYMENT

I Re-organize RD man power

I.1- Why to re-organize RD man power

I.1.1-Make all processes run smoothly

Manpower should be organized sufficiently to make routine jobs of company

or department run smoothly Company always has two kinds of activities:

sudden activities and routine activities Sudden activities can be an opportunity,

an issue, trouble, problems and people who handle them must need

brainstorming But this is the good chance to get promotion That is

self-assertion In another hand, routine jobs are so bored People nearly do the same things day after day If they done them well, that is normal, there are no rewards But if something wrong happens, they will be blamed So people tend to prove them-self and they often like sudden work The structure of work and divide jobs clearly is necessary to prevent misunderstanding between staff and make sure everyone have change for promotion and routine work run smoothly

I.1.2- Increase adaptability of RD department and increase awareness of each person

If there are suitable manpower structure, staff always know clearly work flow, they can self-study about the job in advance or ask training if they feel necessary Company have plan for them and set up training schedule Through that, staff are developed ability, increase adaptability and awareness Ensure everybody have the same opportunity to improve

themselves

I.1.3-Make people accept new structure and follow division

Best thing that people feel pleasure to abbey the division is transparency Top management should public their intention, goals and direction of all activities Leader emphasize that the chance for promotion is

equal for everyone That base on staff’s effort and achievements and

contribution for company or department Top management public all personal achievements , the reason of all promotions In order to people can understand man power arrangement and that motivate staff take more effort

to catch up opportunities Everybody realize the difference between them and others Understand the order and Hierachy

Beside the transparency, there are some private arrangements Top management has to set up personal plan for each staff Personal plan have to

be discus with staff That must satisfy below conditions:

 The plan must meet the personal strategy of staff

 Must have clear schedule

 The target must be discussed and explain carefully They must be

accepted by staff

 There are training plan and guideline to make sure staffs have enough

condition to achieve their target

I.2-How to do

I.2.1- Valuating st aff’s work load

RD manager need to know staff work load in detail so that he/she can suitably arrange This prevents overload or waste time and manpower

At the first, staff have to list down their recent work carefully and exactly Follow table 8 :

Time spending (42 hours /week) Status Note

 Work name : the name of work that need to be done

 Description: some note of this work: the purpose, reason, what

it solve

 Report to : name of person that follow and revise the result of

work

 Total time using : time to make work done ( except

interruption, waiting time, pending time ,rest time)

 Time spend : percentage of using time on total working time a

week ( 42 hours /week)

 Status: is it completed, pending, delayed or percentage of

completed

 Note: if pending or delay, give some reason or special thing

relate to this work

This table aim to manage work load for RD staff , each person will has it every week See the table, we can know what staff did, how many work this person do in one week, how he/she spend time for each work ( reasonable or not) , status of work ( done or not) and who follow and check the result

With this table, manager will know staff work load and he/she be able

to handle more job or not Manager can realize using time is reasonable or not so that manager can revise process or rearrange manpower or detect some case that staff need be trained

I.2.2- Make work division table

Base on each staff ability and work will be evaluated the level

of difficulty Works are divided to suitable staff with reasonable time frame

Difficulty of work is classify to A, B, C,D classes

Difficulty

class Description

Time frame ( hour)

Responsible person

A Need skill, strong knowledge,

Base on this classification, work division will executed follow table 3 :

Work

name Description

Difficulty class Man in charge

Needed time ( hour) Deadline

Table 10 Table 10 is work division table Manager will create it every week for all staff, so staff will know what they need to do and make their own plan to complete them base on deadline

Manager only need basing on table 1 and 3 can divide works and manage time effectively At the end of week, staffs prove work load report to show how they spend time and status of their work Base on this report and new requirement (new work), manager decide to assign more work or not, and evaluate effectiveness of staff

I.2.3- Organize the structure of RD department

For being convenient to report and request instruction/direction and

also upper level staff can ask the support from lower level staff, it’s

necessary to organize structure of staff I suggest below structure ( see figure 4)

Figure 4

-Deputy managers manage staffs follow their arrow on structure diagram and

have responsibility with them in term of training, instructing ,work division and

evaluation Deputy manager will report to RD manager daily or weekly Beside

management activities, deputy manager till do their work follow the master plan

-In some case that be necessary, upper level staffs right to ask support from lower level staff follow their arrow on diagram Extra work must be noted and showed on weekly report and be classified follow table 2

Re-organize RD manpower must be done and communicate to every one at company in all department So that, the cooperation will be easy to implement and make sure information flow go right direction without missing or

II.1.1- Experience candidate

Candidates who come from another companies have the same level of

position Maybe they haven’t done the same job before but they have

background that may be suitable for company strategy

Advantages:

 They catch up work easily and have experience for problem solving

 They also understand the procedure and system thinking without spending

time for training

 Besides their own skill they also have relationship that is benefit for

company such as Customer information, relationship or new material resource and so on

Disadvantages:

 Experience candidate tend to jump their job if some where offer them more, it’s difficult to get their loyalty

 Company must have special policy to treat them

 They ask to be paid higher than people at the same level of position

follow company strategy

HR resource or top management have to revise and check carefully their reference That mean be aware about the reason they quit the previous job and how they perform at there

II.1.2-Introduced candidate

Candidate who is introduced by recent staff at company, is their relative, their friend, or have business relationship

Advantages:

 Candidate is guaranteed about the honest, carefulness and reliability by

the one who introduced them

 Building up strong relationship between organization and staff

Disadvantages:

 There are potential of faction creation , that may harm to management

activity and in general it harm to business

Besides advantages, this kind of candidate must satisfy all requirement of job they apply

II.1.3- Recent staff

Advantages:

 Save time for recruitment :Company know clearly their back round,

ability and performance, so promote them to new position without any recruitment process

 Giving motivation to another staff at company: they see and understand

the opportunity share everyone equally

Disadvantages:

 The change in work environment may impact positively on their attitude

 Their mindset is difficult to change if there are some new method or

concept that be necessary for improvement

Although full recruitment process is not necessary, but their new manager need

to reference their previous manager about the attitude and commitment ,

weakness

II.1.4- Common resource

 Announcement in public media

 Head hunting ( if necessary)

 Just graduated student

II.2- Build up the RD job description for new recruitment

In other to hire right people for right position, manager have to know exactly what they need what company need and how the candidate adapt Job

description is just a list of work that candidate will do every day in future and to fulfill this, which skill they should have and what they need to learn and what they be train Candidate will see their private strategy inside the job description

or not, so that they decide to proceed or not

Because of the importance of job description, it will be created by responsible person that is knowledgeable and have specific skill Description must be approved by related top management who has multi-view about the business

RD job description have two main parts: requirements and opportunities All detail is presented shortly and clearly so that people understand easily and

realize they are may suitable or they feel like the proved opportunities or not Self-fulfillment, highest level of labor need, is concerned with employees fulfill their inside ability or potential Especially the RD staffs must meet this need They have change to improve them-self in term of knowledge, experience They can be allowed to work independently and be possible to involve all issues that the company have and support, consult for manager or colleagues Through

that, the employees have the confidence and feel they’re important and have

responsibility This lead to high awareness, self-conscious and working

effectively, creatively

Work environment must be comfortable, competitive, motivative So that

employees have good condition to work effectively and become creative in R&D job, give more added value to the company’s product ,develop new things

so that we can maintain competitive advantages

II.3- Recruitment steps

II.3.1- General interview

Candidate read and understand job description and apply their CV and be invited

to interview with HR department Some attributes are reviewed in this interview

 Appearance: Candidate must have normal strength health and no

malformation

 Status: the marriage status and job status

 Communication skill

 The honest

II.3.2- Specific interview or doing test

Base on the complicated of Job, the requirement of RD department, the suitable test or interview is build Test must be satisfied some requirement:

 Clear and specific content

 Force candidate have brainstorming, put suitable pressure on them so that

they can expose their weakness

 Be able to valuate adaptability and flexibility of candidate

 Be not too long

II.3.3- Assessment

Assessment table is a list attributes that be assessed and the severity of these attribute Average score of each jury be calculated and multiple with severity to

be score of candidate

Table 11Score table( table 11) is made to valuate the candidate in several attribute by two Jury with scale of mark is 10

Each attribute have severity ( how important that attribute is) with scale 5 Criteria of severity

 1 : no important, for the job candidate apply But if he/she has is better

 2: slightly positive impact for RD work ( in this case)

 3: refer attribute for RD staff

 4: to ensure candidate have ability to handle RD job

 5: vital attribute for RD job

Selection base on Total score, the candidate who have highest score will be offered

-Final step salary offers, will be done by HR department If the deal is fail, the next highest score candidate be called

Remember there are lowest score that be acceptable If no more candidate exceed this score RD and HR department must keep doing recruitment

III Set-up Document system

Document for RD play important role in RD development There are some kind

of documents that be stored or create at RD office

 Documents for RD staff can self-study

 Work document

 Work community

III.1- Documents for RD staff can self-study

III.1.1- Basic Knowledge

This kind of knowledge include : conception, definition, mechanism, basic information of chemical major and safety instruction Document can be found on Internet for free or in Specific books We collect and catalogue so that reader can find easily Two kind of document will be stored are e-book and hard copy We classify, code them and manage

III.1.2-Advance Knowledge

This kind of knowledge include : patents of staff , Report of some successful products in the past, specific magazines, presentation of supplier, technology update and market trend report Document can be bought or order from foreign organization Most of them are e-book and be catalogued so that reader can find But this kind of document only for authorized persons

III.2-Work document

procedure for staff can be follow correctly and independently

staff can train themselves

standardize all report of staff It make easy to read and understand report, help staff improve professional manner

forms are created to be suitable for each parameter

III.3- Work community

We intend to build up a forum, a community where RD staff can post the problem they met and ask another to solve These issues were stored and collected Sometime, Company hired or asked some specialist come and solve them

Forum also is the place we share knowledge and experience internally

IV Set-up new raw material data based

We consider this is a strategy tool for RD improvement It is expected to change the method of staff working and improve practical abilities of RD department

Data base will provide useful information of raw material, so that formulator can use to find out right thing they need For example: Customer require a new Polyurethane coating with high hardness and transparent, Technical seller cannot find sufficient product so it’s necessary to develop new product

Formulator will access to raw material data, he base on specific property and test result of material, Technical data sheet as well , to find out some

materials are may suitable for new product Then he does prototype with those material to select most suitable one