October 2005 Anagram Tour
Anagram International
Anagram International produces the majority of the metalized balloons sold worldwide today. Anagram started selling balloons in Europe in 1977 and in the United States in 1980. Their headquarters is in Eden Prairie on Anagram Drive. They have sales offices in Europe, England, Mexico, France, and Australia that distribute balloons in 140 countries.
Anagram’s belief is that all employees are responsible for quality. They have successfully created a working atmosphere that emphasizes employee responsibility and high employee moral in a clean, safe, and fun working environment. During the tour, valentine balloons were floating everywhere. There are balloons in the reception area, offices, lunchroom, conference rooms, shop, and probably even in the restrooms. Although the balloons are part of their employee inspection program, the visual impact of small and large balloons hanging from the presses gave the shop a festive appearance. They make millions of valentine balloons in the fall so they are ready for the huge February Valentine’s Day demand. Anagram’s quality program emphasizes training all employees in operator responsibility. The operators are empowered to run, inspect, and also to shut down their presses if needed. All products can be traced back to date, shift, box number, and employee. To that degree, their quality programs focuses on process documentation and training, internal department and employee audits, and supplier certification. Every employee is part of the quality staff, along with the quality manager, administrative assistant, and two quality technicians. The quality technicians do process audits, training, and periodic product tests.
The training coordinator will use the product documentation procedures to train all new employees during their first week of employment, with follow-up training at two weeks, two months, and then annually. The training logs are part of the quality program.
The quality administrative assistant deals with customer complaints, corrective actions, conducts research, documents the process and balloon material specifications, and material deviations.
The distributor whom handles the customer contacts, usually reports customer complaints. The complaint is researched, inventory is segregated, WIP is tested, and disposition is made. The Material Review Board will review the type of film (balloon material), quality of the film, print quality, fabrication quality, product disposition, corrective action requirements, and prevention. Because all employees are responsible for the quality of their work, corrective action usually involves additional employee training.
Anagram’s vendor certification program for the balloon process involves the base film, metalization, sealant resin, and the ink. One supplier supplies each balloon component. Certification usually takes about one year. During the year, the supplier makes four or more separate shipments of product to Anagram. Each shipment must be larger than the previous shipment. Each shipment must be from a different lot number. The supplied product is tested by comparing the new lot to the material specifications and to the previous lot. The supplier must visit Anagram and Anagram must visit the supplier.
Anagram has an extensive R & D department. All new films are subjected to extensive extrusion, printing, and fabrication test runs.
Anagram has a licensing department that works with Disney, Pixar, and others to create balloons for new characters months before the new movie is released to the public. Because of confidentially requirements, Anagram employees cannot discuss new movie characters with their families before the movie is released. Imagine having all these fun balloons and not being able to say “Guess what I worked on today?”
Because Anagram has all the right business principles in operation, they are the leaders not only in balloon market share, but also in employee satisfaction. There is a saying that employees are the backbone of a company. Their employees are the helium in the balloon that gives them the lift.