This document provides a project charter for a project aimed at reducing consumer centric quality faults at British American Tobacco. The project will design and implement an improved operating procedure methodology to address the top quality issues identified from customer surveys and complaints. The project objectives are to develop and test the new methodology within 9 days, implement it across all shifts within 12 days, and reduce damages by 10% in the first year. The project is expected to save on costs from reduced damages and complaints while improving customer satisfaction.

1. Project Charter_Six Sigma Green Belt Project_Rubab Tanveer_Team Lead_SMD 2016
We Own Our Processes – We Satisfy Consumers Page 1
PROJECT CHARTER
REDUCTION IN CONSUMER CENTRIC QUALITY FAULTS
BRITISH AMERICAN TOBACCO
PTC-AKF
AKORHA, 24100
DATE
5TH
JUNE 2016

2. Project Charter_Six Sigma Green Belt Project_Rubab Tanveer_Team Lead_SMD 2016
We Own Our Processes – We Satisfy Consumers Page 2
VERSION HISTORY
VERSION
#
IMPLEMENTED
BY
REVISION
DATE
APPROVED
BY
APPROVAL
DATE
REASON
1.0 RUBAB
TANVEER
05/28/2016 HAMMAD
NAWAZ
29/05/2016 PROJECT IS ALIGNED WITH
COMPANY’S GOAL.
TEMPLATE VERSION: 11/30/06

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EXECUTIVE SUMMARY
For the past several years our company focus has been exponentially subjected to numerous consumer
centric concerns. These incidents have resulted in approximately $10 million in damages to the company.
The CCQ survey has been exercised to address and address these issues and prevent further loss. The
project will integrate improved technology solutions with our current platform in order to establish a more
robust consumer demands management infrastructure.
PRELIMINARY PROJECT MANAGEMENT PLAN
PTC has been successful in gaining market share because of its aggressive pursuit of product quality,
flexibility, and customer satisfaction. By leveraging our reputation for superior quality and satisfactory
products, and capitalizing on new technology, PTC can position itself as the premier provider of
satisfactory product in today’s marketplace.
The Project Manager has the overall authority and responsibility for managing and executing this project
according to this Project Plan and its Subsidiary Management Plans. The project team will consist of
personnel from the SMD, quality control/assurance group, technical group(proof read), and testing group.
The project manager will work with all resources to perform project planning. All project and subsidiary
management plans will be reviewed and approved by the project sponsor. All funding decisions will also
be made by the project sponsor (if any). Any delegation of approval authority to the project manager
should be done in writing and be signed by both the project sponsor and project manager.
The project team will be a matrix in that team members from each organization continue to report to their
organizational management throughout the duration of the project. The project manager is responsible for
communicating with organizational managers on the progress and performance of each project resource.
PROJECT PURPOSE/JUSTIFICATION
This section describes the purpose and justification of the project in the form of business case and
objectives. Following will provide the reasoning behind the need for this project as it relates to a function
of the business.
Business Need/Case
Quality is what a product can do for a customer. Product quality is also how well the product does
what it's supposed to do, and how well it holds up over time. Some consumers view quality as a price
point while others appreciate a product because it’s “greener.”
Customers don’t only buy the product—they switch from something else. The reduction in
Addressing CCQ faults project needs to be created to increase customer satisfaction in order to
prevent further financial damages resulted. The costs associated with the successful design and
implementation of measures will be recovered as a result of the anticipated reduction in financial
damages and increase number of customers.
Business Objectives
This section should list the Business Objectives for the project which should support the
organizational strategic plan.
The business objectives for this project are in direct support of our corporate strategic plan to improve
customer satisfaction and reduce costs associated with loss and waste.
- Design and test a new OPL within the next 9 days
- Complete implementation the new OPL within the next 12 days in all shifts on SD04
- Reduce the amount of damages by 10% in the first year

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PROBLEM STATEMENT
In product development, the end user stands in contrast to user who support or maintain the product. By
exercising market survey, in the form of questionnaires and one to one interviews, top 6 consumer centric
faults are identified that have been overlooked so far and led to features with which the customer gets
dissatisfied. Now market is competitive and needs are cleared. For maintaining and exceeding customer
satisfaction, all types of faults were defined and measured from Jan’15 to dec’15 which says that we lost
28% quality index i.e. 7.14 fault/data sample. After subtracting abstracted entities from constituent, it’s
concluded that top three faults of cigarettes and cigarette packs to be addressed so that 10% reduction to
be observed.
PROJECT DESCRIPTION
The Addressing CCQ faults project will provide increased satisfaction of end users and, more specifically,
to the company credibility. The Addressing CCQ faults project will not utilize improved technology. All
improvement areas will be integrated into the company’s current platforms in order to establish increased
reliability while allowing all systems and processes to continue without interruption.
Project Objectives and Success Criteria
The objectives which mutually support the milestones and deliverables for this project have been
identified. In order to achieve success on the Addressing CCQ faults project, the following objectives
must be met within the designated time allocations:
- Develop solution in the form of OPL methodology to present to the Cell Manager within the next
two days
- Complete schedule of one-to-one session with operators of SD04 within the next 8 days
- Engage TLs on daily basis for two weeks
- Implement the solution across the module within the next 60 days
- Share results weekly with relevant stakeholders
Impact
The impact this project may have on existing systems or units:
- Annual Saving of 2% Cost of Quality
- Reduction of Complaints, rejections
- Elimination of reworking
- OEM Design solution for respective units
- Improved utilization of existing system for monitoring
Requirements
This project must meet the following list of requirements in order to achieve success:
Regardless of the various viewpoints from the public, product quality is a competitive marker for
brands that affects purchasing decisions and profitability:
- Sustain the product in the market
- Ensure high gain with same pain
- The solution must be sustainable
- Solution must be implemented without disruption to operations
Additional requirements may be added as necessary, with project sponsor approval, as the project
moves forward.
Constraints
The following constraints pertain to the Addressing CCQ faults project:
- Methodology must be compatible with our current CIL process

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- All hardware and software must be purchased in accordance with the allocated budget and
timeline
- One team lead and one QA specialist will be provided as resources for this project
- Maintenance lead will be taken in loop during OPL creation
- OPL to be translated in Urdu as well
Assumptions
The following are a list of assumptions. Upon agreement and signature of this document, all parties
acknowledge that these assumptions are true and correct:
- This project has the full support of the project sponsor, stakeholders, and all departments
- The purpose of this project will be communicated via email throughout the SMD prior to
deployment
- The HoD can provide additional resources if necessary
- Project will be end to end completed by the team inside PTC
- Project team won’t be given any incentives for executing this project
- Repair cost and maintenance will be the responsibility of PTC itself
- Data will be exercised by QuIS
Preliminary Scope Statement
The Addressing CCQ faults project will include the design, testing, and creation of an improved OPL
for SD04 making machines. All personnel, hardware, and software resources will be managed by the
project team. All project work will be independent of daily and ongoing operations. Any additional
funding requires approval from the project sponsor. This project will conclude when the final report
is submitted within 60 days after the solution is tested and deployed in all shifts, all technical
documentation is complete and distributed to the appropriate personnel, and a list of future
considerations is complete and submitted to the CM of cell. The project scope establishes the
boundaries of the project. It identifies the limits of the project and defines the deliverables.
- Cell 2 machines will be covered
- Only CCQ faults will be targeted
RISKS
The following risks for the Addressing CCQ faults project have been identified. The project manager will
determine and employ the necessary risk mitigation/avoidance strategies as appropriate to minimize the
likelihood of these risks:
- Potential disruption to operations during solution deployment
- Operator unviability because of their unplanned leaves
- Breakdown on machines during cleaning time
- By-pass CIL time
- Late coming of machine operator
PROJECT DELIVERABLES
The following deliverables must be met upon the successful completion of the Addressing CCQ faults
project. Any changes to these deliverables must be approved by the project sponsor.
- Fully deployed solution
- Technical documentation for solution
- Recommendation list for future considerations
SUMMARY MILESTONE SCHEDULE
The project Summary Milestone Schedule is presented below. As requirements are more clearly defined
this schedule may be modified. Any changes will be communicated through project status meetings by
the project manager.

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SUMMARY MILESTONE SCHEDULE – LIST KEY PROJECT MILESTONES RELATIVE TO PROJECT
START.
PROJECT MILESTONE TARGET DATE
(MM/DD/YYYY)
 Project Start 05/28/2016
 Complete Solution Design 06/2/2016
 Complete Solution Testing 06/03/2016
 Deploy Solution 06/04/2016
 Project Complete 07/30/2016
COMMUNICATION MANAGEMENT PLAN
This Communications Management Plan sets the communications framework for this project. It will
serve as a guide for communications throughout the life of the project and will be updated as
communication needs change. This plan identifies and defines the roles of persons involved in this
project. It also includes a communications matrix which maps the communication requirements of this
project
COMMUNICATIONS MANAGEMENT APPROACH
The Project Manager will take a proactive role in ensuring effective communications on this
project. The communications requirements are documented in the Communications Matrix
presented in this document. The Communications Matrix will be used as the guide for what
information to communicate, who is to do the communicating, when to communicate it and to
whom to communicate.
COMMUNICATIONS MANAGEMENT CONSTRAINTS
All project communication activities will occur within the project’s approved budget, schedule,
and resource allocations. The project manager is responsible for ensuring that communication
activities are performed by the project team and without external resources which will result in
exceeding the authorized budget. Communication activities will occur in accordance with the
frequencies detailed in the Communication Matrix in order to ensure the project adheres to
schedule constraints.
COMMUNICATION METHODS AND TECHNOLOGIES
We maintain a SharePoint platform within the PMO which all projects use to provide updates,
archive various reports, and conduct project communications. This platform enables senior
management, as well as stakeholders with compatible technology, to access project data and
communications at any point in time. SharePoint also provides the ability for stakeholders and
project team members to collaborate on project work and communication
COMMUNICATIONS MATRIX
The following table identifies the communications requirements for this project.
Communic
ation Type
Objective of
Communication
Medium Freq
uency
Audience Owner Deliverab
le
Format
Kickoff
Meeting
Introduce the project
team and the project.
Review project
objectives and
Face to
Face
Once  Project
Sponsor
 Project Team
Project
Manag
er
 Agenda
 Meeting
Minutes
 Soft copy
archived on
project
SharePoint site

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management approach.  Stakeholders and project
web site
Project
Team
Meetings
Review status of the
project with the team.
 Face to
Face
 Confer
ence
Call
Week
ly
 Project Team Project
Manag
er
 Agenda
 Meeting
Minutes
 Project
schedule
 Soft copy
archived on
project
SharePoint site
and project
web site
Technical
Design
Meetings
Discuss and develop
technical design
solutions for the project.
Face to
Face
As
Neede
d
 Project
Technical Staff
Techni
cal
Lead
 Agenda
 Meeting
Minutes
 Soft copy
archived on
project
SharePoint site
and project
web site
Monthly
Project
Status
Meetings
Report on the status of
the project to
management.
 Face to
Face
 Confer
ence
Call
Mont
hly
 PMO Project
Manag
er
 Slide
updates
 Project
schedule
 Soft copy
archived on
project
SharePoint site
and project
web site
Project
Status
Reports
Report the status of the
project including
activities, progress, costs
and issues.
Email Mont
hly
 Project
Sponsor
 Project Team
 Stakeholders
 PMO
Project
Manag
er
 Project
Status
Report
 Project
schedule
 Soft copy
archived on
project
SharePoint site
and project
web site
GUIDELINES FOR MEETINGS
Meeting Agenda
Meeting Agenda will be distributed 5 business days in advance of the meeting. The Agenda should
identify the presenter for each topic along with a time limit for that topic. The first item in the agenda
should be a review of action items from the previous meeting.
Meeting Minutes
Meeting minutes will be distributed within 2 business days following the meeting. Meeting minutes will
include the status of all items from the agenda along with new action items and the Parking Lot list.
Action Items
Action Items are recorded in both the meeting agenda and minutes. Action items will include both the
action item along with the owner of the action item. Meetings will start with a review of the status of all
action items from previous meetings and end with a review of all new action items resulting from the
meeting. The review of the new action items will include identifying the owner for each action item.
Meeting Chair Person
The Chair Person is responsible for distributing the meeting agenda, facilitating the meeting and
distributing the meeting minutes. The Chair Person will ensure that the meeting starts and ends on time
and that all presenters adhere to their allocated time frames.
Note Taker
The Note Taker is responsible for documenting the status of all meeting items, maintaining a Parking Lot
item list and taking notes of anything else of importance during the meeting. The Note Taker will give a

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copy of their notes to the Chair Person at the end of the meeting as the Chair Person will use the notes to
create the Meeting Minutes.
Time Keeper
The Time Keeper is responsible for helping the facilitator adhere to the time limits set in the meeting
agenda. The Time Keeper will let the presenter know when they are approaching the end of their
allocated time. Typically a quick hand signal to the presenter indicating how many minutes remain for
the topic is sufficient.
Parking Lot
The Parking Lot is a tool used by the facilitator to record and defer items which aren’t on the meeting
agenda; however, merit further discussion at a later time or through another forum.
A parking lot record should identify an owner for the item as that person will be responsible for ensuring
follow-up. The Parking Lot list is to be included in the meeting minutes.
COMMUNICATION ESCALATION PROCESS
Efficient and timely communication is the key to successful project completion. As such, it is imperative
that any disputes, conflicts, or discrepancies regarding project communications are resolved in a way that
is conducive to maintaining the project schedule, ensuring the correct communications are distributed,
and preventing any ongoing difficulties. In order to ensure projects stay on schedule and issues are
resolved, ABC Corp. will use its standard escalation model to provide a framework for escalating
communication issues. The table below defines the priority levels, decision authorities, and timeframes
for resolution.
Priority Definition Decision
Authority
Timeframe for Resolution
Priority 1 Major impact to project or business
operations. If not resolved quickly
there will be a significant adverse
impact to revenue and/or schedule.
Vice President
or higher
Within 4 hours
Priority 2 Medium impact to project or
business operations which may result
in some adverse impact to revenue
and/or schedule.
Project Sponsor Within one business day
Priority 3 Slight impact which may cause some
minor scheduling difficulties with
the project but no impact to business
operations or revenue.
Project Manager Within two business days
Priority 4 Insignificant impact to project but
there may be a better solution.
Project Manager Work continues and any
recommendations are submitted via
the project change control process
** NOTE: Any communication including sensitive and/or confidential information will require
escalation to VP level or higher for approval prior to external distribution.
PROJECT APPROVAL REQUIREMENTS
Success for the Addressing CCQ faults project will be achieved when a fully tested solution, and all
technical documentation, is fully deployed throughout the company within the time constraints indicated
in this charter. Additionally, this measure of success must include a recommendation list for future
considerations as we fully anticipate the necessity of this solution to evolve in order to prevent future

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threats. Success will be determined by the Project Sponsor, Mr. Hammad Nawaz, who will also authorize
completion of the project.
PROJECT MANAGER
Rubab Tanveer is the Project Manager for the duration of the Addressing CCQ faults project. Her
responsibility is to manage all project tasks, scheduling, and communication regarding the Addressing
CCQ faults project. Her team, consisting of one team lead and one QA specialist will be matrix support
from the quality department. Ms. Tanveer will provide weekly updates to the Project Sponsor.

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AUTHORIZATION
Approved by the Project Sponsor:
__________________________________________ Date: 29/05/2016
Hammad Nawaz
Cell Manager