Professional Documents
Culture Documents
On
Session 2020-2022
Department of Management
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C E R T I F I C A TE OF C O M P L E T I O N
WE HEREBY RECOGNIZE
I undersigned, hereby declare that the Summer Training entitled ―Total Quality
Management in FPS Logistics Pvt. Ltd. ,” submitted in partial fulfilment for the
award of Degree of Master of Business Administration of Dr.A. P. J. Abdul Kalam
Technical University, Lucknow is a bonafide record of work done by me under the
guidance of Dr. M.K. Jha, Deaprtment of Management, Indira Gandhi Institute
of Co-Operative Management. This report has not previously formed the basis for
the award of any degree, diploma, or similar title of University.
Signature
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ACKNOWLEDGEMENT
I escalate a heartfelt regards to our Institution Director Dr. S. K Verma for giving me
the essential hand in concluding this work.
I also use this space to offer my sincere love to my parents and all others who had
been there,helping me walk through this work.
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PREFACE
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.
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Table of Contents
Contents
Introduction of TQM 8
Aspects of TQM 10
What is Quality? 18
Conceptualization 41
Principles of TQM 44
Four C’s of TQM 44
Factors effecting the commitment of employees 45
Operationalization of the concept 47
Quality Management 55
History of Quality Management 57
Quality Improvement Process—Tools & Techniques 59
TQM Improvement Methodology 72
Objectives 81
Research Methodology 82
Limitations 84
Conclusion 85
Recommendations 86
Bibliography 89
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INTRODUCTION OF TQM
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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you look at successful companies you find a much higher percentage of
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ASPECTS OF TQM
a) Customer-driven quality,
c) Continuous improvement,
d) Fast response,
g) A TQM culture.
internally, and at each interface lie a number of processes. This core must
Customer-driven quality
10
the company's highest priority. The company believes it will only be
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
11
and personal involvement is required from top management in
achieving those goals. These systems and methods guide all quality
Continuous improvement
12
satisfaction. Improvement cycles are encouraged for all the
for improvement.
discovered and resolved before they can get to the next internal
customer.
Fast response
13
Simplicity is gained through concurrent product and process
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
14
engineering test results, can't take place, errors can't be identified,
Employee participation
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
15
see management behaving irresponsibly - saying one thing and
rewarded.
rewarding teamwork.
The Deming Prize has been awarded annually since 1951 by the
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execution. Since 1988 a similar award (the Malcolm Baldrige
17
WHAT IS QUALITY?
identified them, the organisation must understand them, and measure its
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
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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
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?)
19
Suppliers (internal and external)
suppliers?
expectations?
person must respect the needs and expectations of their suppliers. The
Poor practices
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• Accepting that a level of defects or errors is inevitable
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
21
organisation.
of total quality
of points that leaders should consider; they are a distillation of the various
continuous improvement.
22
• Train people to understand the customer/supplier
relationships
total cost
eliminate fear
and teamwork
organisation
implementation of TQM
Culture change
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successful change, is an important part of the quality journey.
norms, dominant values, rules and the ―climate‖. A culture change, e.g,
inputs, which can include action, methods and operations, into the desired
quality.
In every organisation there are some very large processes, which are
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objectives. The section on Processes discusses processes and how to
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,
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
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been set, it needs Performance Measures to monitor and control the
and sustained. They can, and should be, established at all levels in the
Performance.
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ABOUT THE ENTERPRISE
your business.
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Our distinctive personalized service is all support by the comprehensive
Why Choose Us
Services to satisfy
More flexibility
Quick Deliveries
Easy to track
Reasonable Prices
Efficient Manpower
Services to satisfy
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SERVICES
Exhibitions worldwide
understand that everyone has different needs and our aim is to provide a
range of services that take the worry out of managing event logistics.
Multi-modal Transport
lead times, reducing inventory costs and keeping the level of freight costs
under control.
FPS helps you out with pro-active export services team to out cut down
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transit, and lower down your costs, while providing truly personalized
services.
Warehousing
today for a free evaluation of your needs. We can help you reduce cost
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CERTIFICATIONS & AFFILIATIONS
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INTERNATIONAL SEA SHIPMENT
FPS has vast experience and expertise in ocean freight across the globe
from Canada and USA. We offer you, our customer, the best prices due to
larger containers along with other cargo thereby reducing cost further.
FCL
LCL
Reefer cargo
Door-Door Delivery
Transportation
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INTERNATIONAL AIR FREIGHT
by FPS's express freight shipping service. For quick delivery abroad for
all sizes of parcels airfreight is the most suitable option, especially when
depending on the size and speed of your chosen method. Please enquire
Services Include
Priority Air
Consolidated Air
Worldwide Charters
Door-to-Airport
customer base. Our expertise in domestic air freight services dates to our
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founding in 2011. We have strong partner relationships with all major
carriers, giving us very competitive rates and top-notch service for our
freight.
International couriers
worldwide viewers.
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International couriers
worldwide viewers - so why not take advantage of it! Whether you are
Spain, Italy... Asia... The Americas... wherever you want. With our
International Express Delivery Service, FPS will help you get the most
from it.
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I need it there in I need it delivered by
International freight
by FPS's express freight shipping service. For quick delivery abroad for
all sizes of parcels airfreight is the most suitable option, especially when
depending on the size and speed of your chosen method. Please enquire
36
Services Include
Priority Air
Consolidated Air
Worldwide Charters
Door-to-Airport
customer base. Our expertise in domestic air freight services dates to our
carriers, giving us very competitive rates and top-notch service for our
freight.
37
International Sea shipments
FPS has vast experience and expertise in ocean freight across the globe
FPS has vast experience and expertise in ocean freight across the globe
from Canada and USA. We offer you, our customer, the best prices due to
larger containers along with other cargo thereby reducing cost further.
FCL
LCL
Reefer cargo
38
Project cargo bulk logistics
Door-Door Delivery
Transportation
Special Solution
Exhibitions worldwide
understand that everyone has different needs and our aim is to provide a
range of services that take the worry out of managing event logistics.
Multi-model Transport
lead times, reducing inventory costs and keeping the level of freight costs
under control.
39
Special Import Services
Our pro-active export services team helps cut red tape, navigate the latest
Warehousing
today for a free evaluation of your needs and how our warehousing
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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:
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MANAGEMENT:
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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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Intrinsic job satisfaction level of the 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.
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Review of Existing literature:
Many people have work on this topic. They sum up various finding. They
found that apply TQM has directly increased their morale; increase the
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
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
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been appealing, imagine my plight as a sales executive for a high
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
measurement criteria, while others had their unique programs. The sales
The first was getting our own company to recognize that quality is
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defined and implemented an aggressive quality program. However,
Many of the tough goals the corporation had set for itself were
had developed their own programs with minimal help from quality
professionals.
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
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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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established better awareness with the executive management staff. In
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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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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ISO9000 is driving other companies. Supplier participation is an
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.
to all sales executives. Whether you call it total quality or not, it makes
competitive edge.
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QUALITY MANAGEMENT
These free resources, materials and tools are an excellent guide to the
materials listed and linked from this page are subject to Crown Copyright.
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Management technical and historical content is unaffected by the DTI
reference.
February 2008, age 103. Juran did more than teach the Japanese about
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HISTORY OF QUALITY
MANAGEMENT
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,
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methodology'), Quality Improvement Teams (QIT), Just In Time (JIT),
etc.
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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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organization can fly. Logically therefore, the development and proper
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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activities, resources and other factors - many less intangible than
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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TQM IMPLEMENTATION FRAMEWORK AND BLUEPRINT
TQM Processes
Performance measurement
Self-assessment
division of Oakland Consulting plc. It is, along with the other resources in
Regulatory Reform.
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KAIZEN
Manufacturing'.
corporations, and has for many years since been interpreted and adopted
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To eliminate waste of time, money, materials, resources and effort
activities before problems arise rather than correcting them after the
event.
sustainable than improving one thing by 100% when the need becomes
unavoidable.
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Every employee is empowered to participate fully in the
Kaizen teams use analytical tools and techniques to review systems and
and steadily, and which helps to align 'hard' organizational inputs and
counter-productive.
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Training is inadequate.
Kaizen works best when it is 'owned' by people, who see the concept as
above, critically:
profit for the organization, but also better recognition and reward and
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Theory, Maslow's Needs Hierarchy and related thinking; Adams' Equity
Fascinatingly, we can now see that actually very close connections exist
between:
people, and
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Quality tools
philosophies.
uncover inefficiencies.
The '5 Whys' - asking 'Why?' at least five times to uncover root
cause of a problem.
modelling.
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Pareto Charts - a line and bar graph displaying cause/effect ratios,
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
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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
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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highlights difficulties encountered in using specific improvement tools as
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TQM IMPROVEMNT
METHODOLOGY
this methodology
a) Brain Storming
b) Multi Voting
c) Selection Grid
d) Problem Statement
Upon completion of using the tools, team members will be able to select
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the nature of the project, boundaries of the process to be improved, goal
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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c) Identify possible causes of the opportunity or problem
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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h) Root cause analysis is often skip after possible causes is identified
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
g) Force-Field Analysis
h) Prevention Planner
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Traditionally, when an action / solution is identified, often than not, they
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
Data collection: This data is primary data, which I have been collected
organization
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MACRO ANALYSIS (Inferences &Interpretation)
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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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.
should be encouraged.
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ü There are regular review and comparison of current & past
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
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
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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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BIBLIOGRAPHY:
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