Paper Sleuth

Name: Michael Kinney

Job Title: Manager, Product Assurance

Mill Location: Spring Grove, Pennsylvania

Paper is…an essential part of daily life that is often taken for granted.

With more than 550 different specialty papers and engineered products manufactured on five different paper machines and two off-machine coaters at Glatfelter’s Spring Grove mill, mistakes can happen.  
And when they do, Michael Kinney is on it, managing resolution of every customer claim that comes into the mill. “People would be surprised at the level of detail that we go into with each complaint,” says Kinney. “Regardless of dollar value, we investigate each one thoroughly to root cause.”
From the simple—a paper roll gets wet on the delivery truck—to the very complex (silicone coating does not provide intended release characteristics), Kinney investigates to find the source of the problem and then works to implement corrective action that will prevent recurrences.
Two days are rarely the same for Kinney, whose ultimate goal is continuous improvement. “It’s like a box of chocolates; you never know what you’re going to get.”