You are on page 1of 26

Total Quality Management

Total: „   


      
Quality:          

Management: 

    
 
   
  


  

        
          
     
 

  
 


    
  
 
@enefits of Improved Quality

Decreases Increases
Defects O 
Overall Costs Revenue
Returned Goods Capacity
Employee Turnover Employee Satisfaction
Customer Complaints Customer Satisfaction
Owner & Mgmt. Stress Market Share
Competitive Edge
Personal Time Away
Coof 

ï „ „!
  
" 
 

#



        


  

ï „ „„$%#!
#
   
  

      
&'()*+(





,  -  


 


     
    
 

' „ „  .    


  
 &/*0
    

'   „   
    
   
    . ,1 
.  2
  
'    3
   
 4+()  
 
   
   5
' &/6'  
 
     
      „ 
ï   2     
    
  
    . 
  

ï   '+.+++ 
   
  6+
  

'  6+


7
 
       

 .$ .2   .       $ 

' *

 " 1 . .8    
'    9  9

  
    
 
„ 
Cadbury India operates in
four categories:
&      
:  1  .'  .
$ .;
   
<
= ,1 

:   <
> : 
<
*2  : <
ï      -     

ï   
    7 
 ?
7  

ï      
        
ï    @  
 A  

  

   

ï %      


    
   



ï     
  


  


 
        



   
   
 
'    
    Oct 2003
' , 
     
 
  

'
    
     


'  ,     $   „


 
@ 
  
 
) 
      ??
', 1 

   :,1< 
   
        

 
  
 
    $ 
' ,1 
  
     ?
 $ 
'$  
   
   
  



ï           9




>+ 
 .      

 
 
 &'  
ï    =++> >4  #
*'6  

  =&    
   
 
ï #  
  
  . 

   

 

 
ï    
 

   3 

     
  
  
   
 

ï   
   


 
   .$  
   
 .  8  .    
  
#


ï  

       


   # 

ï   
 # 
 
   
  
    
   

ï $        

ï „


  
     

ï  
  
     

$
  
Phase 1: Presenting Cadbury͛s view
(October-December 2003)
ï    
  


      

 

ï    ?
  1  
 


  

ï $ 3B

: 
<

ï   %   $    >&


  
  

   

$
  
Phase 2: Packaging Change and Communication
(January ʹ March 2004)
ë  
ï C 
 ?   :D =++*<) 
 #
&'
        
ï   $),

  &+)&'(    ? 
 $ $ 
ï „ 
   
1
 
      
 

 0
.     6 

$
  
Phase 2: Packaging Change and Communication
(January ʹ March 2004)
Advertemet We  
ï @rand Ambassador 
       
ï Amitabh @achchan, 
  „   
 .

 
 .
 
   

  
  
$
  
ï      
    
   
  
  
ï    
 
  
   

   



  
  

ï  )B
 
 



   
  
 


 




ï       


 )) 
  
 
  B 
C  ?

C 
mer reeted the br d f r  t rt the 
e, b
t
 ed t d v 
t  t the r b em .
Campaign Results and Measurement
ï Media Coverage
"    
   ?
  
" >40 
  &&  
        

  

ï Sales
" 
 
   &&+ 

"  0
         
    

     )   

ï Image
" E     
  


"  ?

     ?

  )

  
             
   
Cost of uality
' PREVENTION ' APPRAISAL
1
   $  

# 
E 
 
#  
1    # 

 
 
     


      
 
E
 „   # 

' INTERNAL FAILURE


' EXTERNAL FAILURE
# 
$ # 
 
   


#)
 
1
  

1  -# 


 
  
#   

External Failure Cost of Cadbury


ï 
 >+( 
  

 
 
  

ï „ =++= $
#
4=4=     
  
 =++> $
#
*'6   
 
>4(
ï   
     #
*+    
 
 

  
ï   9
    

       

   
      

   
  #
&' 
ï     
 %-  

 

Internal Failure Cost of Cadbury

ï 
$   $  
ï 

   
  
ï   
ï # ) # 
ï $   
ï 
      

Appraisal Cost of Cadbury
  
     9
  # 


      
    
.   
    
 ë CT VISHWAS
ï )
     

   

    

 
 
ï
 $ 3B

>++

  

 '+.+++  

ï   
 $   7

   
 
 


         
Preventive Cost for Cadbury India
       „     $
:   

      $ 
< 




 
  
     
 
'      
   #
&'  
„           

'1$   $     


   
  
,1
'B 

   
 
½ „
    
  

½   ,     

 1
  
  


½ 
   
 
   
  
Conclusion

, 
   ?

   

)

ï   
ï 
 ?
  

ï   


ï     

͞An optimist sees an opportunity in every difficulty where as a


pessimist sees a difficulty in every opportunity͟-Winston Churchill
Suggestion

ï     7 


  
   
 




ï 
$#
   .  
   
      .     
     
   

ï     
  „     
   4+   

8%E