Professional Documents
Culture Documents
PREFACE
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One should always work with an objective in its mind. To accomplish that
objective efficient management of material, time and financial resources
is very important. Above coordination is must that determines the degree
of success.
Awareness at each level of life is necessary for a human being keeping all
this is in view this report on “TOTAL QUALITY MANAGEMENT” is
prepared by me. The rounded encouraging support by Mr. Sarabjit Singh
towards this report has created in me confidence regarding the approval
of the subject matter.
Acknowledgement
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I am sincerely thankful to all those people who have been giving
me any kind of assistance in the making of this project report.
Hardeep Singh
CERTIFICATE
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This is to certify that MR. HARDEEP SINGH has done the
Major Research Project report entitled “TOTAL QUALITY
MANAGEMENT” under my supervision for the fulfillment of the
degree of Master of Business Administration of Punjab Technical
University, Jalandhar. The work done by him is a sole effort and has not
been submitted as or its part for any other degree.
Mr. ………………
Table of Contents
Contents
Introduction of TQM
Aspects of TQM
What is Quality?
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Introduction about Enterprise
Veer Enterprises SEASON’Z Ice Cream
Practical Experience
Types of Machinery
Packing material
Conceptualization
Principles of TQM
Four C’s of TQM
Factors effecting the commitment of employees
Operationalization of the concept
Quality Management
History of Quality Management
Quality Improvement Process—Tools & Techniques
TQM Improvement Methodology
Objectives
Research Methodology
Limitations
Conclusion
Recommendations
INTRODUCTION OF TQM
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Total Quality is a description of the culture, attitude and organization of a
company that aims to provide, and continue to provide, its customers with
products and services that satisfy their needs. The culture requires quality
in all aspects of the company's operations, with things being done right
TQM is the way of managing for the future, and is far wider in its
consulting firms have found that only 20-36% of companies that have
return. As a result many people are sceptical about TQM. However, when
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if you want to be a first-rate company, don't focus on the second-
ASPECTS OF TQM
a) Customer-driven quality,
c) Continuous improvement,
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d) Fast response,
g) A TQM culture.
internally, and at each interface lie a number of processes. This core must
Customer-driven quality
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and error reduction, and merely meeting specifications or reducing
in not only product and service attributes that meet basic requirements,
but also those that enhance and differentiate them for competitive
advantage.
external customers.
TQM often fail because top management doesn't lead and get
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achieving those goals. These systems and methods guide all quality
Continuous improvement
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cycle time and responsiveness as a basis for seeking opportunities
for improvement.
discovered and resolved before they can get to the next internal
customer.
Fast response
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improvement in the elapsed time from product concept to first
shipment.
an important part of TQM. Facts and analysis provide the basis for
collected and put in the hands of the people who are in the best
Employee participation
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A successful TQM environment requires a committed and well-
and innovate. As people behave the way they are measured and
metrics.
A TQM culture
they are responsible for customer satisfaction. They are not going
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Product development in a TQM environment is very different to
rewarded.
rewarding teamwork.
The Deming Prize has been awarded annually since 1951 by the
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Milliken (1989), Motorola (1988), Texas Instruments (1992Xerox.
WHAT IS QUALITY?
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performance, appearance, availability, delivery, reliability,
that the organisation knows what these needs and expectations are. In
for the product or service and the true needs of the customers. However,
all people, all departments and all activities and be a common language
necessary to achieve a total quality organisation, in the same way that the
quality chains”, and they can be broken at any point by one person or one
or external. The failure usually finds its way to the interface between the
organisation and its external customer, or in the worst case, actually to the
external customer.
Failure to meet the requirements in any part of a quality chain has a way
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elsewhere, leading to yet more failure and problems, and so the situation
every person in the quality chain must be trained to ask the following
expectations?
capability exists?)
suppliers?
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• Do my suppliers have the capability to measure and meet
expectations?
person must respect the needs and expectations of their suppliers. The
Poor practices
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TQM is an approach to improving the competitiveness, effectiveness and
all the wasted effort and energy that is routinely spent in organisations. It
whom they have responsibility. Only then will the right attitudes spread
preparing, reviewing and monitoring the policy, plus take part in regular
organisation.
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The 5 requirements for effective leadership are:
of total quality
of points that leaders should consider; they are a distillation of the various
continuous improvement.
relationships
total cost
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• Adopt modern methods of supervising and training –
eliminate fear
and teamwork
organisation
implementation of TQM
Culture change
norms, dominant values, rules and the “climate”. A culture change, e.g,
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• Commitment from the leaders
inputs, which can include action, methods and operations, into the desired
quality.
In every organisation there are some very large processes, which are
improve them, and Implementation covers how to prioritise and select the
The only point at which true responsibility for performance and quality
can lie is with the People who actually do the job or carry out the process,
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each of which has one or several suppliers and customers.
issues, covering roles within teams, team selection and development and
organisation not only achieve the objectives set out in its policy and
strategy, but also, and equally importantly, sustain and build upon them. It
is imperative that the leaders take responsibility for the adoption and
organisation if they are serious about the quality journey. The Systems
section discusses the benefits of having such a system, how to set one up
Once the strategic direction for the organisation’s quality journey has
and sustained. They can, and should be, established at all levels in the
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Performance.
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VEER ENTERPRISES
SEASON’Z ICE CREAM
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After the discussion of TQM in detail now we will discuss about TQM in
shifted from one to next department where quality is the main thing to
produce a product.
Ice cream is food product which demand much care about quality. In ice
depend upon quality. Without quality we cannot spread our product in the
market. Quality is main cause to increase the business. Due to ice cream
Now we will discuss about a firm of ice cream manufacturing. The firm
cream.
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Place :- Ludhiana
PRACTICAL EXPERIENCE
Myself Hardeep Singh. I am the owner of the plant of ice cream. I have
the practical knowledge about the quality of ice cream. I am running this
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When I established this plant, the one thing was in my mind that was a
Now we will discuss every point where quality exist from bottom to top.
from the good dealer and good distributor and should be branded
company.
material is the base of taste. The material which is used for making ice
cream is that :-
Milk
Milk Powder
Sugar
G.M.S.
Stab
Custard Powder
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Cream
Essence
Sticks
Water
1. Milk:- Milk is the main thing for making ice creams. Milk
should
and
available in the market of dry milk. But the better one should
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3. Sugar :- Sugar is basic part of taste. Sugar should be carefully
Kulfi”
every essence should be used till the expiry date. The expiry
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9. Sticks :- Sticks are mainly used in ice candy. Sticks should be
10.Water :- The water is used for making ice candy must should
be filtered.
Quality of Mixture
To make the mixture every ingredient should be put in the selected ratio
cause of bad quality Every ingredients like GMS, Stab, Milk Powder,
the milk and this mixture should be cooked on the gas burner or the boiler
selected ratio of ingredients we can get the best quality and delicious
taste.
Skilled Staff :- the staff should be skilled because the quality of product
The person who is appointed to make the ice cream should be skilled. He
should have the knowledge about every ingredient. He should have the
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ability to produce the ice cream in any flavor. He should have the ability
The other staff should be also skilled. Helper, who helps the ice cream
maker should be knowledgeable about his work. The all staff should have
The hands of every staff member should be covered with gloves and head
with cloth or cap. The head of the department should be able to produce
the quality in product and he should be able to operate the all machines
properly.
Quality of machinery
The machineries which are used to produce ice cream should be good
quality and should be purchased from well know company. The machine
TYPES OF MACHINES
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There are four types of machines which are mainly used in this process
that are:-
1. Boiler
2. Homonizer
3. Chiller
4. Charner
India for ice cream machines. My own factory I purchased all machines
from this company. Because the accuracy of this machine is better than
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1. Boiler :- Boiler should be purchased from branded company the
of the boiler.
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2. Homonizer :- After making the mixture, the mixture is passed
into the homonizer. The mixture put in the bowl and it reaches in
the piston. Where mixture is pressed by the piston for getting the
smoothness and better quality and then mixture is come out from
a pipe.
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3. Charner :- Here mixture is reached in final process. The normal
charner have ten liter capacity to produce ice cream in one time.
The charner takes twenty minute to ready one lot. Every gauge of
condition.
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The blades of charner should be sharped. Before using the charner, it
washes with water and after complete the work it washes again with
water.
Packing
Packing is the last stage which keep maintain the quality. Every packing
wrapper and brick boxes should be made by better quality poly and better
paper or card sheets. Every packing material should be food grade. Which
properly in the wrapper and brick boxes. The both sides of every brick
box should be laminated. The inner and outer side should be laminated.
manufacturing date also should be mentioned. The main thing is that ice
cream should be packed properly and sealed properly in the wrapper and
brick box.
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PACKING MATERIAL
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Storage
The packed ice cream should be stored in the freezer. Ice cream should be
stored in rows and columns so that it remain safe and in original shape.
near about of minus -20 to -26. The door of the freezer should be properly
Cleanliness
Cleanliness is the main cause to increase the quality .the all side of
factory should be clean the floor of the factory should be washed daily.
must to produce the better quality. Every thing which is used to produce
ice cream like steel bucket, steel jar, tubs etc should be washed before and
after using. Every tub and jar in which material is kept should be covered
with net. Do not keep the material without cover. There should be proper
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CONCEPTUALIZATION
the organization.
this study is helpful to measure the level of commitment toward work and
QUALITY:-
customer satisfaction.
4. Conformance to requirements.
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5. Quality is what the customer says
6. Quality means getting every one to do what they have agreed to do and
TOTAL QUALITY:-
quality by doing right things right, first time, every time by employing
TOTAL:
QUALITY:
MANAGEMENT:
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Decision in a planned way.
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PRINCIPLES OF TQM
2. Management by fact
4. Continuous improvement
5. Strong leadership
1. Commitment
2. Competence
3. Communication
4. Continuous improvement
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FACTOR AFFECTED THE
COMMITMENT OF THE
EMPLOYEES
organization.
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Worker attitude toward the fellow worker.
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OPERATIONALISATION OF THE
CONCEPT
organization and what are the factor that are affected the commitment
lever and to check how much they are satisfaction with the TQM
implement.
multiple-choice questions. I have collected the data from them and after
that I have tabulated them and interpreted them and give the
recommendation.
Many people have work on this topic. They sum up various finding. They
found that apply TQM has directly increased their morale; increase the
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satisfaction lever and commitment toward their work. These are the
far not undertaken. This project has been done first time in the company.
TQ(S)M Squared
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quality management programs have fallen into disfavor, TQ(S)M is a
critical issue for sales and executive management. Paul's comments about
Quality in the sales and marketing process first became a critical issue to
me about six years ago. While the basic tenets of quality have always
40% of our business) were imposing their vendor quality programs on us.
program, all of which were bad news if you did not comply. The sales
their own quality programs. At the time, Motorola was telling us that we
were beginning to look at ISO 9000, and others were applying Six Sigma
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measurement criteria, while others had their unique programs. The sales
The first was getting our own company to recognize that quality is
Many of the tough goals the corporation had set for itself were
had developed their own programs with minimal help from quality
professionals.
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marketing are definable processes, just as the other functions in an
ourselves and then seek to improve our processes (the Japanese and
It took a lot of work, but it meant our survival, both as a corporation and
wallet!!
The first step was relatively easy. We mapped the 44 customer driven
business.) Frankly, the job became fairly easy at that point. I had the
corporate quality council. It helps when the Chairman of the Board chairs
that council. Once it became obvious that meeting our internal quality
goals would not meet our customers' quality requirements and that we
faced losing business, we caught the attention of our chairman and the
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customer satisfaction. Then we sponsored a number of projects to
impacting our customers that we needed to fix, but taken separately they
didn't catch our attention. I think our people always knew we could and
should do better, but could not capture the attention of management. Now
process of selling. How did we define our process from the overall
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everything that we did--from business management, to territory
Our process forced us to focus on the way the world was, not the
situation.
buy, not our need to sell. Customers would call me and ask "What
and my problems!"
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improving, cost per order dollar was declining. We were growing.
working with customers in assuring that we comply with the needs of our
customers.
If those reasons are not important enough, consider the results other
managed have reduced cost per order dollar by over 20%. One
problems.
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TQ(S)M makes business sense! As Paul's article pointed out, creating
to all sales executives. Whether you call it total quality or not, it makes
competitive edge.
QUALITY MANAGEMENT
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The history of quality management, from mere 'inspection' to Total
These free resources, materials and tools are an excellent guide to the
materials listed and linked from this page are subject to Crown Copyright.
reference.
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It is appropriate to note the passing a little while back now, of Joseph
February 2008, age 103. Juran did more than teach the Japanese about
HISTORY OF QUALITY
MANAGEMENT
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Japan beginning in the late 1940's and 1950's, pioneered there by
Quality Management resulted mainly from the work of the quality gurus
and their theories: the American gurus featured in the 1950's Japan:
quality gurus who developed and extended the early American quality
ideas and models: Kaoru Ishikawa, Genichi Taguchi, and Shigeo Shingo;
and the 1970-80's American Western gurus, notably Philip Crosby and
Tom Peters, who further extended the Quality Management concepts after
the Japanese successes... More about the Quality Management gurus and
their theories, including the development and/or use of the Plan, Do,
Check, Act (PDCA) cycle, Pareto analysis, cause and effect diagrams,
etc.
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Total Quality Management features centrally the customer-supplier
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QUALITY PROCESS
TECHNIQUES
Process Control (SPC), Control charts, bar charts, 'dot plot' and tally
organization. Take away the people and the organization is nothing. Take
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utilization of people are vital to the success of all quality management
among which are classical models such as Belbin, Myers Briggs Type
typically defined as: "A set of co-ordinated activities to direct and control
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traditional indictors - that impact on final outputs. These include modern
MANAGEMENT MODEL
within an organization.
MODEL
so, and a framework for the self-assessment... Here are some ideas, and
FOR BENCHMARKING)
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Here is a framework and 'blueprint' for the implementation of a quality
TQM Processes
Performance measurement
Self-assessment
division of Oakland Consulting plc. It is, along with the other resources
Regulatory Reform.
KAIZEN
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Kaizen (usually pronounced 'kyzan' or 'kyzen' in the western world) is a
Manufacturing'.
corporations, and has for many years since been interpreted and adopted
activities before problems arise rather than correcting them after the
event.
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To create a harmonious and dynamic organization where every
sustainable than improving one thing by 100% when the need becomes
unavoidable.
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Kaizen teams use analytical tools and techniques to review systems and
and steadily, and which helps to align 'hard' organizational inputs and
counter-productive.
Training is inadequate.
Kaizen works best when it is 'owned' by people, who see the concept as
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reward. As ever, such initatives depend heavily on commitment from
above, critically:
profit for the organization, but also better recognition and reward and
Fascinatingly, we can now see that actually very close connections exist
between:
people, and
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progressive 'humanist' ideas about motivating and managing
Quality tools
philosophies.
uncover inefficiencies.
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The main Quality Tools are:
The '5 Whys' - asking 'Why?' at least five times to uncover root
cause of a problem.
modelling.
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Scatter Diagram/Scatterplot - a graph which plots points
two variables.
Some quality tools, like flowcharts and checklists, have become part of
mainstream management.
Others tools such as the Fishbone diagram have stayed quite specific to
QUALITY CIRCLES
Quality circles, similar to Kaizen teams, are a key part of any continuous
improvement programme.
Teams or small groups (the circles) meet to analyse, and review working
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As with many Quality Tools, the specific use of Quality Circles is chiefly
The term Quality Circles may be found in more general use outside of
processes.
projects in the Manufacturing and Service Sectors over the last 5 years. It
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TQM IMPROVEMNT
METHODOLOGY
this methodology
a) Brain Storming
b) Multi Voting
c) Selection Grid
d) Problem Statement
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Upon completion of using the tools, team members will be able to select
While this is a simple phase to accomplish, often team members are faced
with difficulties for some valid reasons. Some of the common difficulties
a) Team leader cannot decide whether to use the above tools to select
d) Team members are not well verse with the subject matter
This is a critical phase where the current state of the subject matter as
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a) The scope of the subject matter
use these tools selectively to dissect the problem into smaller junks and
to grasp the use of these tools effectively. Often than not, team members
make conclusion to the "root cause" too soon without factual data to
support. The reasons for this are several, some of them are as follows:-
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f) Did not spend enough time to validate the possible causes
There are two steps in this phase, namely; plan the improvement and
the team members would have some ideas what are some of the causes of
the problem. And to some extend, the root causes of the problem is
b) Selection Grid
c) Benchmarking
d) Cost-Benefit Analysis
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g) Force-Field Analysis
h) Prevention Planner
Risk analysis was not enough or lacking before they are implemented.
a) Action / solution taken causes other problem (Jump into the action
b) Action / solution does not yield long term result (Member got over
exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too
much on technical aspect of the action / solution, forgot about the human
often neglected)
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4. The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put
the improvement result but equally important the action / solution. These
of the result without realizing it is the action / solution that bring about
important that new action / solution are standardized across the company
meeting until such a time they feel it is sustainable. They are some basic
a) Trend Charting
b) Control Chart
c) Documentation
d) Audit
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e) On-job training
f) Re-certification
Perhaps it was due to the fact that most action / solution are taken placed
in the work area they are in charge. However, there are cases where teams
taken are in work areas not the responsibility of the team members. In
c) Tracking is focus on results but did not extend to the action / solution
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c) Production Uptime
e) Loan Processing
a) Quality Improvement
b) Process Optimization
This article deals with some common difficulties encountered during the
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However, other aspects not included in this article are management
In summary, the above projects were completed and their duration varied
and its related cost saving varied too. As an indication, the project saving
tangible benefits, there are several intangible benefits too. To name a few;
team member work well together as a team than before, gaining extra
skill etc
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OBJECTIVE OF THE STUDY
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RESEARCH METHODOLOGY
to problem, yet the basic approach towards the research remains the
survey.
RESEARCH DESIGN
ANALYSIS PATTERN
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Data collection: This data is primary data, which I have been collected
organization
Most of the staff member and worker feel that organization is quality
Some of the employee’s feel that thy have proper information about the
Most of the facts related with the organization are hided by the
Most of the employees feel that they don’t get rewarded for their good
performance.
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Most of the staff’s member feels that their performance is properly
LIMITATIONS
2. The management did not agree to disclose all the confidential data.
drawn.
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CONCLUSION
plant we can say that the over all product is depend on quality. Without
quality we can not spread our product in the market and our brand name
Ice cream is a food product where existence of quality is must. The food
product business like ice cream can be survive only upon quality and
originality.
international level.
In the nutshell we can say that all over business depends upon the better
quality. If the product quality is better then people would like our product.
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RECOMMENDATIONS
The suggestions I have given for the betterment are explained below:
express.
and through this they can win the confidence of the employees.
the company.
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ü Role clarity of each position should be defined and based on that
should be encouraged.
We believe that people need small moments of pleasure in their lives. Our
passion is inspired by our love for simple ingredients like milk, fruit and
chocolate, which make our products the best “Pleasure Food” there is.
moments of daily pleasure is still really important for our customers and
Mention ice cream and most people think of the Heartbrand. The brand
with the big red heart logo is behind many much-loved ice cream classics
- from indulgent treats like Magnum and Cornetto, to the refreshing fruit
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Making you happy
Few foods are guaranteed to put a smile on people's faces like ice cream.
But while ice cream should always be fun, we've an ever-growing range
versions for those watching the calories and smaller sizes for smaller
A study carried out using FMRI brain scanners showed that eating Wall's
had an immediate effect on the part of the brain that is activated when
huge difference. Pleasure is not a sin. It is actually oxygen for the soul.
live longer.
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