Paper360 - March/April 2018 - 37

Buckman's global headquarters in Memphis, showing a reflection of its adjacent manufacturing facility.

"Today, we are steadily ramping up our
pipeline of innovative chemistry. We know
our customers are looking for visibility into
their manufacturing processes. They want
better process control, innovative chemistry,
and cost reduction. Both Buckman and our
customers also want to ensure a safe operation, with less of a negative environmental
impact. So, how do we make sure we're using
technology to continue the strong success
we've had over three generations of being a
family-owned, family-led business, into that
fourth generation? We call it Buckman 4.0."
Customer needs are central; this concept
extends beyond first-line sales representatives to include every employee. "It goes well
beyond the chemical in the bin. We want
to position ourselves as a trusted advisor to
our customer," he says. "Even our IT department-an area that is typically very internally
focused-has a CFIT team (Customer-Facing
IT) dedicated to developing IT solutions for
the customer. In the paper industry, we do
many cost-per-ton contracts; we have IT
solutions that take care of that, specific to
customer needs."
This "customer-obsessed culture" is supported by robust channels of communication,

both formal and informal, that create a constant flow of information. "We have multiple platforms, multiple processes, to ensure
we don't miss anything," says Maharaj.
"Feedback can come through either individual associates around the world as simply as
through an email, or it can come through our
global workgroup structure. We have global
teams that are structured around customers;
around industries, like packaging or tissue;
and even around some application technologies. So all of these platforms can be used to
make requests-whether it is an IT solution
that's required, an applications solution, a
corporate solution, or even a new product.
Those processes run seamlessly," he says.
"I like to call it the 'bottom-up/top-down
handshake.' We get a lot of the ideas coming from associates in the field, or in operations. We have a Continuous Improvement
Workgroup that looks for those ideas and
captures them. Each operating company
around the world also has its own work teams
to gather ideas."
Buckman is creating new platforms allowing customers to provide feedback directly
via the web or smart technology. Customer
Innovation Workshops and satisfaction

Buckman
at a Glance
* Privately held, global specialty chemical company with more than US$630
million annual sales.
* Seven manufacturing facilities and
operations in more than 90 countries;
headquarters in Memphis, TN.
* More than 1,700 associates worldwide.
* Founded in 1945 by Dr. Stanley J.
Buckman to mitigate microbial problems in the pulp and paper industry.
* Core industries served include tissue, packaging, pulp & paper, biofuels, metalworking, oil & gas, leather,
and industrial water treatment and
process chemistry.
surveys also provide a steady stream of data.
"We even send our executives to meet customers where we've lost business, to truly understand and unpack the core reasons why. We
see that as a huge opportunity," Maharaj says.
Although committed to remaining privately owned, Buckman shares financial
results with associates to foster transparency. This communication-centric culture
helps keep the company agile. "We have direct
access to our shareholders, we have a very
engaged board, and we have a relatively flat
Paper360º MARCH/APRIL 2018

37



Table of Contents for the Digital Edition of Paper360 - March/April 2018

Setpoint
Over the Wire
The Importance of Safety Training
Data & Decision Making
RISI European CEO of the Year: DS Smith’s Miles Roberts
Buckman’s Junai Maharaj on ‘The Art of the Possible’
Fapajal Tissue: Old, New & Customer-Centric
Progroup Turns 25
PIMA, Paper360° Co-Host Executive Panel
Creating a Lignin Culture
Benefits of Drive-Through Design
Sustainability as Business Leverage
CIPTE Show Highlights Innovation and Sustainability
TAPPI Journal Summaries
Leadership in Maintenance: Where Do We Start?
As a New Reliability Engineer, Are you Confused About Your Role?
R&M Tips
Paper and Board Have Key Roles in the Future of Packaging
Global Paper and Paperboard Demand Growing Despite Declines in Graphic Paper
PPI Awards Showcase Industry Excellence
TAPPI News
ASPI News
Index of Advertisers
Paper360 - March/April 2018 - intro
Paper360 - March/April 2018 - ebelly1
Paper360 - March/April 2018 - ebelly2
Paper360 - March/April 2018 - cover1
Paper360 - March/April 2018 - cover2
Paper360 - March/April 2018 - 3
Paper360 - March/April 2018 - 4
Paper360 - March/April 2018 - 5
Paper360 - March/April 2018 - Setpoint
Paper360 - March/April 2018 - 7
Paper360 - March/April 2018 - 8
Paper360 - March/April 2018 - Over the Wire
Paper360 - March/April 2018 - 10
Paper360 - March/April 2018 - 11
Paper360 - March/April 2018 - The Importance of Safety Training
Paper360 - March/April 2018 - 13
Paper360 - March/April 2018 - Data & Decision Making
Paper360 - March/April 2018 - 15
Paper360 - March/April 2018 - 16
Paper360 - March/April 2018 - 17
Paper360 - March/April 2018 - 18
Paper360 - March/April 2018 - 19
Paper360 - March/April 2018 - 20
Paper360 - March/April 2018 - 21
Paper360 - March/April 2018 - 22
Paper360 - March/April 2018 - 23
Paper360 - March/April 2018 - 24
Paper360 - March/April 2018 - 25
Paper360 - March/April 2018 - 26
Paper360 - March/April 2018 - 27
Paper360 - March/April 2018 - 28
Paper360 - March/April 2018 - 29
Paper360 - March/April 2018 - 30
Paper360 - March/April 2018 - 31
Paper360 - March/April 2018 - RISI European CEO of the Year: DS Smith’s Miles Roberts
Paper360 - March/April 2018 - 33
Paper360 - March/April 2018 - 34
Paper360 - March/April 2018 - 35
Paper360 - March/April 2018 - Buckman’s Junai Maharaj on ‘The Art of the Possible’
Paper360 - March/April 2018 - 37
Paper360 - March/April 2018 - 38
Paper360 - March/April 2018 - 39
Paper360 - March/April 2018 - Fapajal Tissue: Old, New & Customer-Centric
Paper360 - March/April 2018 - 41
Paper360 - March/April 2018 - 42
Paper360 - March/April 2018 - 43
Paper360 - March/April 2018 - Progroup Turns 25
Paper360 - March/April 2018 - 45
Paper360 - March/April 2018 - 46
Paper360 - March/April 2018 - 47
Paper360 - March/April 2018 - PIMA, Paper360° Co-Host Executive Panel
Paper360 - March/April 2018 - 49
Paper360 - March/April 2018 - Creating a Lignin Culture
Paper360 - March/April 2018 - 51
Paper360 - March/April 2018 - 52
Paper360 - March/April 2018 - 53
Paper360 - March/April 2018 - Benefits of Drive-Through Design
Paper360 - March/April 2018 - 55
Paper360 - March/April 2018 - Sustainability as Business Leverage
Paper360 - March/April 2018 - 57
Paper360 - March/April 2018 - CIPTE Show Highlights Innovation and Sustainability
Paper360 - March/April 2018 - 59
Paper360 - March/April 2018 - TAPPI Journal Summaries
Paper360 - March/April 2018 - 61
Paper360 - March/April 2018 - 62
Paper360 - March/April 2018 - 63
Paper360 - March/April 2018 - 64
Paper360 - March/April 2018 - Leadership in Maintenance: Where Do We Start?
Paper360 - March/April 2018 - As a New Reliability Engineer, Are you Confused About Your Role?
Paper360 - March/April 2018 - R&M Tips
Paper360 - March/April 2018 - Paper and Board Have Key Roles in the Future of Packaging
Paper360 - March/April 2018 - 69
Paper360 - March/April 2018 - Global Paper and Paperboard Demand Growing Despite Declines in Graphic Paper
Paper360 - March/April 2018 - 71
Paper360 - March/April 2018 - PPI Awards Showcase Industry Excellence
Paper360 - March/April 2018 - 73
Paper360 - March/April 2018 - 74
Paper360 - March/April 2018 - 75
Paper360 - March/April 2018 - 76
Paper360 - March/April 2018 - 77
Paper360 - March/April 2018 - 78
Paper360 - March/April 2018 - TAPPI News
Paper360 - March/April 2018 - 80
Paper360 - March/April 2018 - ASPI News
Paper360 - March/April 2018 - Index of Advertisers
Paper360 - March/April 2018 - cover3
Paper360 - March/April 2018 - cover4
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