TYBBA SEM V FINAL Rachel Project

A
RESEARCH PROJECT
“A STUDY ON
TOTAL QUALITY MANAGEMENT FROM SHREE
GAJANAN PAPER & BOARDS PVT. LTD.
VAPI”
SAVITRI PHULE PUNE UNIVERSITY
IN PARTIAL FULLFILMENT OF THE REQUIREMENT
FOR
THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION
SUBMITTED BY
MISS. RACHEL GREGORIO COUTINHO
UNDER THE GUIDENCE OF
MR. VAIBHAV JADHAV
SSR COLLEGE OF ARTS, COMMERCE & SCIENCE

DEPARTMENT OF COMMERCE
SILVASSA, DNH -396230
2021 – 2022
ACKNOWLEDGEMENT
It is indeed a great pleasure to express our thanks and gratitude to all who helped me
during this project.
I would like to thank our principal, DR. RAJIV SINGH for allowing me to carry
out this project. Also, I am to staff of SSR COLLEGE for their suggestion and
inspiration.
In addition, I would like to express our profound gratitude to all the respondents
who have responded the questionnaire and helped me in my survey and supported
me to do my project without any problem. Without their help the project would
have not been completed.
I would like to express our most sincere thanks to SAVITRI PHULE PUNE
UNIVERSITY for giving me an unmatchable opportunity to learn and progress,
this will surely enable me to move forward in the field of marketing. It was grateful
experience where I had learnt how the books have been implied in practical
marketing. I extend my heartiest thanks to MR. VAIBHAV JADHAV for his useful
guidance and encouragement throughout the project work.
RACHEL GREGORIO COUTINHO

DECLARATION
A Project report on “A study on Total Quality Management from Shree Gajanan

Paper & boards Pvt. Ltd.” Has been submitted to SSR College of Arts, Commerce
& Science, affiliated to Savitribai Phule Pune University.
I, RACHEL GREGORIO COUTINHO hereby declare that the project work has
been completed by under guidance of MR. VAIBHAV JADHAV for the
performance of my original research work and this project report is not submitted
either in part or whole to any other institute or university for any degree
DATE:
PLACE:
RACHEL GREGORIO COUTINHO

TABLE OF CONTENT
SR. CONTENT PAGE
NO. NO.
1 List of tables
2 List of figures
3 Chapter 1: Introduction 01
4 Chapter 2: Organisation Profile 12
5 Chapter 3: Conceptual background and actual working 22
6 Chapter 4: Data analysis and Interpretation 25
7 Chapter 5: Conclusion 46
8 Chapter 6: Suggestions 51
9 Bibliography & Webliography 53
10 Annexure
LIST OF TABLES
TABLE NO. Title of table PAGE NO.
SECTION A
4.1.1 Age 26
4.1.2 Gender 27
4.1.3 Educational Qualification 28
4.1.4 Annual Income 29
4.1.5 Marital Status 30
SECTION B
4.2.1 Which department is responsible for quality management in the 31

organisation
4.2.2 In your opinion, what do you understand by TQM 32
4.2.3 How does your organisation solve the problems 33
4.2.4 According to you what is the objective of TQM 34
4.2.5 To have excellence in TQM which principle/principles should be 35

followed
4.2.6 What is the major reason for implementing TQM 36
4.2.7 According to you what are the barriers for implementing TQM 37
4.2.8 Which of the following, does TQM and ISO both focuses 38
4.2.9 According to you what are the benefits of TQM 39
4.2.10 According to you, which of the following TQM practice is 40

followed in your organisation
4.2.11 Do you know which method of total quality management is 41
4.2.12 What side effect does your organisation suffer with total quality 42
management
4.2.13 What are benefits gained through Total Quality Management 43
4.2.14 Does your organisation conduct quality improvement program 44
4.2.15 Are you satisfied with the TQM practices in organisation 45

LIST OF FIGURES
Figure No. List of figures Page No.
SECTION A
4.1.1 Age 26
4.1.2 Gender 27
4.1.3 Educational Qualification 28
4.1.4 Annual Income 29
4.1.5 Marital Status 30
SECTION B
4.2.1 Which department is responsible for quality management in the 31

organisation
4.2.2 In your opinion, what do you understand by TQM 32
4.2.3 How does your organisation solve the problems 33
4.2.4 According to you what is the objective of TQM 34
4.2.5 To have excellence in TQM which principle/principles should 35

be followed
4.2.6 What is the major reason for implementing TQM 36
4.2.7 According to you what are the barriers for implementing TQM 37
4.2.8 Which of the following, does TQM and ISO both focuses 38
4.2.9 According to you what are the benefits of TQM 39
4.2.10 According to you, which of the following TQM practice is 40

4.2.11 Do you know which method of total quality management is 41
4.2.12 What side effect does your organisation suffer with total quality 42
management
4.2.13 What are benefits gained through Total Quality Management 43
4.2.14 Does your organisation conduct quality improvement program 44
4.2.15 Are you satisfied with the TQM practices in organisation 45

CHAPTER 1:
INTRODUCTION
A STUDY ON TOTAL QUALITY MANAGEMENT FROM
SHREE GAJANAN PAPER AND BOARD PVT. LTD.
1.1 INTRODUCTION TO TOTAL QUALITY

MANAGEMENT
Total Quality Management is

a management approach that originated in the 1950s and has steadily become more
popular since the early 1980s. Total Quality is a description of the culture, attitude
and organization of a company that strives to provide customers with products and
services that satisfy their needs. The culture requires quality in all aspects of the
company’s operations, with processes being done right the first time and defects and
waste eradicated from operations.
Total Quality Management, TQM, is a method by which
management and employees can become involved in the continuous
improvement of the production of goods and services. It is a
combination of quality and management tools aimed at increasing
business and reducing losses due to wasteful practices.
1.1.1 DEFINITION OF TOTAL QUALITY MANAGEMENT
According to the American Society for Quality (ASQ), it is a:

…management approach to long-term success through customer
satisfaction. In a TQM effort, all members of an organization
participate in improving processes, products, services, and the
culture in which they work.
TQM is a management philosophy that seeks to integrate all

organizational functions (marketing, finance, design, engineering,
and production, customer service, etc.) to focus on meeting customer
needs and organizational objectives.
TQM views an organization as a collection of processes. It maintains
that organizations must strive to continuously improve these
SSR COLLEGE OF ACS – BBA (2021-22) Page 1

processes by incorporating the knowledge and experiences of

workers. The simple objective of TQM is “Do the right things, right
the first time, every time.” TQM is infinitely variable and adaptable.
Although originally applied to manufacturing operations, and for a
number of years only used in that area, TQM is now becoming
recognized as a generic management tool, just as applicable in
service and public sector organizations. There are a number of
evolutionary strands, with different sectors creating their own
versions from the common ancestor.
TQM is the foundation for activities, which include:

• Commitment by senior management and all employees
• Meeting customer requirements
• Reducing development cycle times
• Just in time/demand flow manufacturing
• Improvement teams
• Reducing product and service costs
• Systems to facilitate improvement
• Line management ownership
• Employee involvement and empowerment
• Recognition and celebration
• Challenging quantified goals and benchmarking
• Focus on processes / improvement plans
• Specific incorporation in strategic planning
This shows that TQM must be practiced in all activities, by all

personnel, in manufacturing, marketing, engineering, R&D, sales,
purchasing, HR, etc.2
1.1.2 PRINCIPLES OF TOTAL QUALITY MANAGEMENT

The key principles of TQM are as following:
1. Management Commitment
• Plan (drive, direct)
• Do (deploy, support, participate)
• Check (review)
• Act (recognize, communicate, revise)
2. Employee Empowerment
• Training
• Suggestion scheme
• Measurement and recognition
• Excellence teams
3. Fact Based Decision Making

• SPC (statistical process control)
• DOE, FMEA
• The 7 statistical tools
• TOPS (Ford 8D – team-oriented problem solving)
4. Continuous improvement
• Systematic measurement and focus on CONQ
• Excellence teams
• Cross-functional process management
• Attain, maintain, improve standards
5. Customer focus
• Supplier partnership
• Service relationship with internal customers
• Never compromise quality
• Customer driven standards
1.2 SIGNIFICANCE OF THE STUDY
The need of the study is to find the quality of work life of the
employees who are working in the organization. This study helps to
know about the satisfaction level of the employees towards many

factors such as working conditions, Monetary benefits, Training

given by the Organization. This also helps to find what the
employees expectation towards the organization. To cover various
aspects of quality work life and with the help of it I was also finding
out quality defects in production with the help of statically method.
1.3 OBJECTIVES OF THE STUDY
• Study the total quality management of the Shree Gajanan Paper

and Boards Pvt. Ltd.
• To study the awareness among the employees about the quality
measures taken in Shree Gajanan Paper and Board Pvt. Ltd.
• To study the quality system followed by Shree Gajanan Paper
and boards Pvt. Ltd.
1.4 SCOPE OF STUDY
The scope of the study is to include the development of a TQM

organizational culture of the Shree Gajanan Paper and Boards Pvt.
Ltd. TQM sees to the strategy, data, and effective communications to
integrate the quality discipline into the culture and activities of the
organization.
1.5 RESEARCH METHODOLOGY
Research methodology simply refers to the practical “how” of any

given piece of research. More specifically, it’s about how a
researcher systematically designs a study to ensure valid and reliable
results that address the research aims and objectives.

1.5.1 MEANING OF RESEARCH

Research is defined as careful consideration of study regarding a
particular concern or problem using scientific methods. According to
the American sociologist Earl Robert Babbie, “research is a
systematic inquiry to describe, explain, predict, and control the
observed phenomenon. It involves inductive and deductive
methods.”
Enunciating the problem
Formulating a hypothesis
Collecting the facts or data
Analysing the facts
Reaching certain conclusions
Solutions(s) towards the problem Generalisations for some

theoretical formulation
1.5.2 PURPOSE OF RESEARCH
• Identify potential and new customers.

• Understand existing customers.
• Set pragmatic goals.
• Develop productive market strategies.
• Address business challenges.
• Put together a business expansion plan.
• Identify new business opportunities.

1.5.3 RESEARCH DESIGN
Research design is the framework of research methods and

techniques chosen by a researcher. The design allows researchers to
hone in on research methods that are suitable for the subject matter
and set up their studies up for success.
The design of a research topic explains the type of research

(experimental, survey research, correlational, semi-experimental,
review) and also its sub-type (experimental design, research problem,
descriptive case-study).
1.5.4 POPULATION AND SAMPLE
A population includes all members of a defined group that we are

studying for data driven decisions.
‘Sample’ includes one or more observations that are drawn from the
population and the measurable characteristic of a sample is a statistic.
Sampling is the process of selecting the sample from the population.
There are two types of sampling. They are:
• Probability Sampling -- In probability sampling, the population

units cannot be selected at the discretion of the researcher. This
can be dealt with following certain procedures which will ensure
that every unit of the population consists of one fixed probability
being included in the sample. It’s based on the concept of
random sampling.
• Non-probability Sampling – In non-probability sampling, the
population units can be selected at the discretion of the
researcher. Those samples will use the human judgements for
selecting units and
has no theoretical basis for estimating the characteristics of the
population.
Sample size -- The sample size is the measure of the number of

individual samples used in an experiment. Sample size should be
such that the statistics to be estimated have a sufficiently small
margin of error and that any statistical tests to be performed have the
required power.

1.5.5 SOURCES OF DATA COLLECTION
Data collection is the process of gathering quantitative and

qualitative information on specific variables with the aim of
evaluating outcomes or gleaning actionable insights.
Types of data:
1. Primary Data: Primary data or raw data is a type of information that is

obtained directly from the first-hand source through experiments,
surveys or observations. The primary data collection method is further
classified into two types. They are Quantitative Data Collection
Methods. Qualitative Data Collection Methods.
This qualitative data collection method includes
 Observation method
 Interview method
 Questionnaire method
 Schedules
2. Secondary Data: Secondary data is data collected by someone other

than the actual user. It means that the information is already
available, and someone analyses it. The secondary data includes
magazines, newspapers, books, journals, etc. It may be either
published data or unpublished data. Few methods of secondary data
collections are:
 Government publications
 Public records
 Historical and statistical documents
 Business documents

 Technical and trade journals
• SAMPLING FRAME
Vapi
• SAMPLING SIZE
25 respondents
DATA COLLECTION INSTRUMENT

Questionnaire
1.6 LIMITATIONS OF THE STUDY
• The study is confined to only limited area so that the results

cannot be generalized.
• Respondents may give biased answer to the questions.
• The study was conducted in few span of time.
• Small sample size and limited area of investigation which might
not be true representative of the whole quality parameter of the
industry.
• The Quality of work life is vast subject the most common factors
that are influencing the Quality of work life only were
considered for the study.
1.7 LITERATURE REVIEW

1
(De Peniche, 2008: 1) Quality is often referred to as fitness for
purpose or meeting customer requirements or conformance to
customer specifications. There is, however, a growing
acceptance of the fact that quality should be seen as consistently
exceeding customer expectations. The thinking behind this is if
service to customers is not constantly improved upon,
competitors will take over that specific market. Quality is a
measurement of the success of the outcome that the customer
would like to see in the product or service.
1
( De Peniche, 2008: 1)

2
(Lawless, 2007: 11) Throughout the centuries, people shared
the same objectives. The provision of housing to the urban poor,
provision of infrastructure at acceptable levels of service and the
regulation of urban space in relation to the quality of life.
Although times have changed with improvements in technology
transfer, the problems facing residents are aggravated in South
Africa by crime, violence and informal settlements, the collapse
and legacy of apartheid, costly urban sprawl and urban and rural
growth realities.
3
(Naidoo, 2007: 69) The TQM philosophy seems to be the
answer because it can make the connection between the needs
for efficiency in production and for greater efficiency in
municipal management and can thereby make great strides
towards improving the quality of life for all in the 21st century.
4
(Thompson, 2005: 168) Most governmental organizations run
the risk of delivering inferior services due to their inherent
monopolistic characteristics. There are dangers hidden in a lack
of competition that creates a haven for complacency. Being the
only institution in town can serve as an obstacle in the delivery
of quality services to the public. Limited options create the
predicament where acceptance of less than quality can become
the norm.
5
(Martinez-Lorente & Dale, 1999: 265). The aim of a public
organisation is to satisfy certain needs of society, within the
constraints of available budgets. In public organisations the
search for cost reduction is usually more important than
improvements in quality. Quality is often defined as the
minimum demanded by government or some form of regulatory
authority where an improvement in quality does not lead to an
increase in consumers’ demand, for example an improvement in
the quality of electricity supply does not imply an increase in its
use. In addition, employees are usually content to work to a
standard with considerable commitment to rules, regulations and
precedent. There is also a tendency to play it safe and a lack of
urgency to make improvements to key business processes. The
2
(Lawless, 2007: 11)
3
(Naidoo, 2007: 69)
4
(Thompson, 2005: 168)
5
(Martinez-Lorente & Dale, 1999: 265)

incentive to reduce costs is not as urgent for a publicly owned

organisation as is the case in a competitive sector.

CHAPTER 2
ORGANISATION
PROFILE
2.1 ORGANISATION PROFILE
Based in Gujarat, Shree Gajanan Paper & Boards Pvt. Ltd. was
established in the year of 1995 with a view to revolutionize the paper
industry by providing incomparably high quality paper products. We
hold a very prominent position among all the leading M.G.Kraft
Paper, Manufacturers and suppliers all over the India. We
manufacture M.G.Kraft paper by recycling of waste paper. Our
paper products are biodegradable. We provide very high quality kraft
paper that works as a fine replacement for other packaging media
such as wood, tin, plastic etc.
The current capacity of the company unit is 100 MT per day. We are
planning to increase our production capacity as the paper market is
expanding faster than the industrial growth of the country. Currently
we are marketing our kraft paper, in western region, i.e., Gujarat,
Maharashtra and Rajasthan and in southern region. The company is
planning to expand its market all over the world through agents as
well as direct sale. The company is planning to install new plant at
Vapi (Gujarat) for the manufacturing of envelop paper and export to
USA, UK.
The company is manufacturing different varieties of kraft paper of
100-200 GSM and Bursting Factor (BF) ranging from 14 to 28 in
different colour as required by customers. The product is in reels
form and is used for making Corrugated Boxes, Liners, Textile
Tubes, Duplex Cartons etc, the main consumption is thus in
packaging. Appropriate equipments and well developed laboratory
has already been installed with facility to test GSM, Burst Factor,
Tear Factor, Moisture Test, Caliper Test, Degree SR, Cob Value etc.
Batch testing and well framed test report have been made
compulsory and are an integral part of production to assure well
consistency in quality.

Year of 1997
establishment
Name of MR.SUNILAGRAWAL
CEO/Owner
Number of 200-250
employees
Turnover Rs. 25 to 50 crore
Primary business type Manufacturers
Products/services Duplex Board, Kraft Papers

offered
Promoters and Directors • Mr.SunilM.Agrawal-
Managing Director
• Mr.MadanlalR.Agrawal-
Director
• Mr.Sanjay M.AgrawalDirector
• Mr.Ismail
B.ChoudharyDirector
• Mr.Ambelal C.PatelDirector
• Mr.Subhan A.ShaikhTechnical
Director
The company has appropriate equipments and well developed

laboratory to implement various quality control tests. The whole
range of their products is beyond comparison and is capable of
providing full value of money to our clients. They commit
themselves for perpetual investment in technological up gradation
and product innovation. Their products are biodegradable and
environment friendly.
The company’s efficiency in business has helped them to establish a

concrete success. They are committed for continuous improvement
of customer satisfaction. They believe that their future is dependent
on their own potentiality to provide simply incommensurable
products. They are striving to elevate their customer’s delight by
offering their products at very reasonable prices.

2.2 PRODUCTS BY SHREE GAJANAN PAPER MILLS:
1. Brown kraft liner paper
FIGURE 2.2.1
TABLE 2.2.1
Product Details:
Material Paper
Thickness 5-10 Micron
Application Wrapping
Colour Brown
Pulp Material Wood Pulp
Pattern Plain
Features:
• Flawless finish
• Smooth texture
• Tear resistance
2. Brown kraft liner paper board

FIGURE 2.2.2
TABLE 2.2.2 Product Details:
Size Standard
Type Liner
Material Paper
Application Wrapping,
packaging
Colour Brown
Pattern Plain
Features:
• Excellent thickness
• Tear resistance
• Recyclable

3. Kraft Paper:
FIGURE 2.2.3
TABLE 2.2.3
Product details:
Colour Brown
Grade A
Shape Sheet or roll
Material Paper
4. Brown Kraft
Paper roll:

FIGURE 2.2.4
TABLE 2.2.4 Product details:

Size Standard
Material Paper
Thickness 5-10 Micron
Application Wrapping,
packaging
Colour Brown
Pattern Plain
Features:
• Perfect finish
• Smooth texture
• Recyclable
5. Brown packaging paper roll:

FIGURE 2.2.5
TABLE 2.2.5 Product details:

Material Paper
Application Packaging
Colour Brown
GSM 100-150gsm
Pattern Plain
Surface Glossy
Features:
• Moisture resistance
• Tear resistance
• Eco-friendly
2.3 FUTURE PLANS OF THE COMPANY

The Company Plans to expand its activity in the line of paper sector:
• The company seek to achieve, maintain and improve

continuously the quality of their products in relationship to the

requirements for Quality.
• Improve the Quality of their own operations, so as to meet
continuously all customers' stated and implied needs.
• Emphasize on quality improvement as a part of everyone's job,
either by teamwork or individual activities.
• Taking actions to improve effectiveness and efficiency of
activities and processes to provide added benefits to the
customers and in turn to the organisation.
2.4 INFRASTRUCTURE
The Best of Technology and Design, a highly skilled technical and
other area team, and a visionary management in Shree Gajanan
Paper & Boards Pvt. Ltd. to bring us the Best Kraft Paper. Human
and Material resources are two major infrastructure departments
where the world’s best Company never Compromise.
Human Resources: They take immense pride at the extremely high
level of professionalism, competence and sincerity of their dedicated
team. The company takes its inspiration from its highly experienced
management. The day to day operations, marketing & business
developments are well looked by our experienced and dynamic
promoter Mr. Sunil M. Agarwal who is also the managing director of
the company. He is very well conversant with the pulse of the
market and has been in the Industry for many years. He is Hon’ble
Secretary of the Gujarat Paper Mills Association since formation of
the association. The young & most energetic Mr. Sanjay M Agarwal
who is also director of the company looking after company's
production activity. Under his able guidance, the company has
achieved 2500 Metric Tons Production per month. His experience is
available in the segments of engineering, technical services in Kraft
papers. The company has appointed Mr. Ismail B. Choudhary as a
director for overall development of the company’s raw material
procurement.
Mr. Choudhary has experience of more than 20 years in various kind
of waste paper. The young & dynamic Mr. Mukesh J. Mandowara,
Chartered Accountant having experience of more than 10 years in
the field of finance and accounts was hold office as Manager
(finance &
Accounts) was looking after company's day to day accounting,
Financial and liaisoning activity. Under his guidance, the company's
progress was tremendous.
Material Resources: They have a latest technology to manufacture

Kraft Papers ranging from 100 Gsm to 200 Gsm with bursting factor
from 16 Bf to 28 Bf. We have adequate land space and Pulp Mill
Area. We have a full -fledged laboratory arrangement, keeping a
strict tab on quality control parameters. Adequate land and easy
availability of water, power and fuel provides a lot of scope for
capacity expansion too. The company has expanded its capacity and
also installed power plant. The management also has a lot of plans to
go ahead with capacity expansion in order to meet the increasing
demands of their products. The company has installed latest
technology machinery to produce the world class Kraft Papers.
Environment. We attach great importance on environmental
protection and strictly abide by the Pollution Control Board Rules
and Regulations. We have latest technology Environmental Friendly
Boiler with Dust Free Bag Filter. The company accepted pollution
control boards suggestions immediately.
In short, they have:
• World's Best Manufacturing Facilities.

• Continuous up gradation, maintenance of their plant.
• They co-operate regularly with customers to improve and
innovate its products and help customers with providing the state
of the art technology.
• Fastest delivery schedules.
• Strict emphasis on quality control, quantity assurance and
environmental protection.
• Capacity of 3000 Metric Tons Production per month.
• Manufacture of exclusive range of Kraft Papers between 100
GSM to 200 GSM with 16 Bf to 28 Bf.

CHAPTER 3
CONCEPTUAL
BACKGROUND AND
ACTUAL WORKING
3.1 CONCEPTUAL BACKGROUND OF

DEMOGRAPHIC PROFILE
• While preparing the questionnaire the questions were targeted

towards the point of view of employees, how they understand total
quality management.
• Targeted age group was from 25-45.

• Education qualification was categorized in 4 i.e. schooling,

graduation, Post-graduation, profession.
• The questionnaire was distributed to only the employees of Shree
Gajanan Paper & Boards pvt. ltd.
• In questionnaire the occupation is categorized in studying, business,
professional, others.
• Annual income was categorized from 3,00,000 to above 7,00,000.
3.2 ACTUAL WORKING OF DEMOGRAPHIC

PROFILE FOLLOWED BY ACTUAL DATA
PRESENTATION
• The questionnaire was filled by 25 respondents and as a result some
respondents did not really fill up the questionnaire with at-most
attention.
• The maximum respondents belonged to the age group of 25-45 as
organisation needs experienced and well-trained employees.
• Most respondents were graduated or post-graduated.
• Most respondents had annual income between 3,00,000 to 7,00,000.
• Male respondents were more in compare to female respondents.
3.3 CONCEPTUAL BACKGROUND OF QUESTIONS

RELATED TO TOTAL QUALITY MANAGEMENT
• It was expected to know that which department is responsible for

TQM.
• What do they understand by TQM was expected to be answered.
• Researcher expected employees to know how they solve the
problems in the organisation.
• It was expected that employees would know the objective of TQM.
• Reasons to implement TQM in an organisation.
• The respondents were expected to let us know the barriers that are
faced by them due to implementation of TQM.
• According to the respondents what were the benefits of TQM, they
were expected to answer that.
• It was expected from respondents that they would know which type
of TQM practice must be followed in their organisation.
• What were the side effects suffered by the respondents due to

implementation of TQM.
• It was expected that respondents would know whether quality
improvement program was conducted in the organisation.
• It was expected to know whether they are satisfied by the TQM
practices in the organisation or not.
3.4 ACTUAL WORKING OF QUESTIONS FOLLOWED

BY ACTUAL PRESENTATION.
• Maximum respondents answered quality circle as the department

responsible for quality management in the organisation.
• Respondents understood TQM as welfare of employee by majority.
• Maximum respondents said according to the situation is their
solution to solve problems.
• Maximum respondents says achievement of the objectives of the
organisation and improving profit as the main goal of the
organisation.
• Maximum respondents believe productivity as major reason for
implementing TQM.
• The barriers mostly faced by all the employees was lack of
continuous training.
• Maximum respondents said higher profit is one of main benefits of
TQM.
• Respondents said continuous improvement process should be
implemented in the organisation.
• The most and common side effect is over stress and high cost.
• More than half of the respondents knew if the quality control and
improvement program was conducted in the organisation.
• Maximum employees were satisfied by the TQM practices followed
in the organisation.

CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION
4.1 SECTION 1: DEMOGRAPHIC PROFILE
4.1.1 AGE (years):

Table 4.1.1
Age group Respondents Percentage (%)
Below 25 years 5 20%

25-35 years 9 36%
35-45 years 6 24%
Above 45 years 5 20%
Total 25 100
Figure 4.1.1
INTERPRETATION
The above table and figure represents that 20% respondents are
under 25 years, 36% are between 25-35 years, 4% are between 35-45
years and 20% are above 45 years.
4.1.2 GENDER:

Table 4.1.2
Gender group Respondents Percentage (%)
Male 14 56%
Female 11 44%
Total 25 100
Figure 4.1.2
INTERPRETATION:
The above table and figure represents that 56% of the respondents are
male and 44% respondents are female.
4.1.3 EDUCATIONAL QUALIFICATION:

Table 4.1.3
Qualification Respondents Percentage (%)
Schooling 0 0%
Graduation 17 68%
Post-graduation 6 24%
Profession 2 8%
Total 25 100
Figure 4.1.3
INTERPRETATION:
The above table and figure represents that 0% of the respondents in
this survey were schooling, 68% of the respondents were graduated,
24% respondents were post-graduated and 8% respondents were
professional.
4.1.4 ANNUAL INCOME:
Table 4.1.4
Annual income Respondents Percentage (%)

Below 3,00,000 8 32%

3,00,000 to 5,00,000 4 16%
5,00,000 to 7,00,000 6 24%
Above 7,00,000 7 28%
Total 25 100
Figure 4.1.4
INTERPRETATION:
The above figure and table shows that 32% respondents have income
under 3,00,000 , 16% of the respondents have income between
3,00,000 to 5,00,000 , 24% of the respondents have income between
5,00,000 to 7,00,000 and 28% of the respondents have income above
7,00,000.
4.1.5 MARITAL STATUS:
Table 4.1.5

Marital status Respondents Percentage (%)
Married 16 64%
Unmarried 9 36%
Total 25 100
Figure 4.1.5
INTERPRETATION:
The above table and figure represents that there were total 64%
respondents who were married and 36% respondents were unmarried.
4.2 SECTION 2 : ASPECTS RELATED TO TOTAL

QUALITY MANAGEMENT
4.2.1 According to you which department is responsible for quality

management in the organisation?
Table 4.2.1

Departments Respondents Percentage (%)
Quality circle 8 32
Quality control 6 24
department
Quality assurance 11 44
Total 25 100
Figure 4.2.1
INTERPRETATION:
The above figure and table represents that 32% of the respondents
believe quality circle department, 24% respondents believe quality
control department and 44% respondents believe quality assurance
department is responsible for total quality management in their
organisation.
4.2.2 In your opinion, what do you understand by TQM?
Table 4.2.2
TQM Respondents Percentage (%)
Satisfying customer 4 16
Improving quality 5 20
Welfare of employee 11 44
Social work 5 20

Total 25 100
Figure 4.2.2
INTERPRETATION:
The above table and figure represents that there are 16% of the
respondents believe satisfying customer, 20% respondents believe
improving quality, 44% respondents believe welfare of employee
and 20% respondents believe social work as understanding TQM.
4.2.3 How does yours organisation solve the problems?
Table 4.2.3
Solutions Respondents Percentage (%)
Assigns individual 01 04%

Permanent term 01 04%
Multi-disciplinary team 17 68%
According to situation 06 24%
Total 25 100

Figure 4.2.3
INTERPRETATION:
The above figure and table represents that 04% respondents thinks
individuals are assigned to solve the problems, 04% respondents
thinks they have a permanent term, 68% respondents think they have
a multi-disciplinary team and 24% respondents believe they solve
the problem according to the situation.
4.2.4 According to you what is the objective of TQM?
Table 4.2.4
Objective of TQM Respondents Percentage (%)
Total customer 6 21%

satisfaction
Improving profit 7 24%
Achievement of the 7 24%
goals
All of the above 5 31%

Total 25 100
Figure 4.2.4
INTERPRETATION:
The above figure and table represents that 21% respondents believe
total customer satisfaction, 24% respondents believe improving
profit, 24% respondents believe achievement of the objectives of the
organisation and 31% respondents believe that all of the options as
the objective of TQM.
4.2.5 To have excellence in TQM which principle/principles should be

followed?
Table 4.2.5
Principles Respondents Percentage (%)
Customer focus 8 32%

Continuous 6 24%
learning,
innovation &
improvement
Supplier partnership 7 28%
development


Total 25 100
Figure 4.2.5
INTERPRETATION:
The above table and figure represents that 32% respondents think
customer focus, 24% of the respondents think continuous learning,
innovation & improvement, 28% respondents think supplier partnership
development and 16% respondents think all of the options as the
principles to be followed to have excellence in TQM.
4.2.6 What is the major reason for implementing TQM?
Table 4.2.6
Reasons Respondents Percentage (%)
Employee performance 6 24%

Productivity 9 36%
Competitive position 7 38%
Total 25 100

Figure 4.2.6
INTERPRETATION:
The above table and figure represents 24% of the respondents think
employee performance, 36% of the respondents think productivity,
38% of the respondents think competitive position and 12%
respondents think all of the options as major reason for
implementing TQM.
4.2.7 According to you what are the barriers for implementing

TQM?
Table 4.2.7
Barriers respondents Percentage (%)
Improper planning 5 20%

Lack of continuous 9 36%
training
Failure of continually 7 28%
improve
Ineffective measurement 4 16%
techniques
Total 25 100

Figure 4.2.7
INTERPRETATION:
The above table and figure represents 20% of the respondents
believe improper planning, 36% respondents believe lack of
continuous training, 28% of the respondents believe failure of
continually improve and 16% of the respondents believe ineffective
measurement techniques as barriers for implementing TQM.
4.2.8 Which of the following, does TQM and ISO both focuses?
Table 4.2.8
TQM & ISO Respondents Percentage (%)
Customer 9 36%
Employee 2 08%
Supplier 4 16%
Total 25 100
Figure 4.2.8

INTERPRETATION:
The above table and figure represents that 36% of the respondents
believe it focuses on customer, 8% of the respondents believe it
focuses on employee, 16% of the respondents believe it focuses on
supplier and 40% of the respondents believe TQM & ISO focuses on
all of them.
4.2.9 According to you what are the benefits of TQM?
Table 4.2.9
benefits Respondents Percentage (%)
Higher productivity 4 16%

Improving customer 3 12%
satisfaction
Increase job satisfaction 3 12%
Higher profitability 8 32%
Total 25 100

Figure 4.2.9
INTERPRETATION:
The above table and figure represents 16% of the respondents thinks
higher productivity as benefit of TQM, 12% of the respondents think
improving customer satisfaction as benefit of TQM, 12% of the
respondents think increasing job satisfaction as benefit of TQM,
32% of the respondents think higher profitability as the benefit of
TQM and 28% of the respondents think all of the available options
as benefits of TQM.
4.2.10 According to you, which of the following TQM practice must be
followed in your organisation?
Table 4.2.10
Practices Respondents Percentage (%)
Continuous improvement 10 40%

process
Six sigma 5 20%
Zero defect 4 16%
Plan, do, check-act 6 24%
Total 25 100
Figure 4.2.10

INTERPRETATION:
wants continuous improvement process to be followed, 20% of the
respondents wants six sigma practice to be followed, 16% of the
respondents wants zero defect to be followed and 24% of the
respondents wants plan, do, check-act to be followed in their
organisation as TQM practices.
4.2.11 Do you know which method of total quality management is

Table 4.2.11
Methods Respondents Percentage (%)
Integrated TQM 15 60%

Transition TQM 01 04%
A & B both 09 36%
Total 25 100
Figure 4.2.11

INTERPRETATION:
The above table and figure represents 24% of the respondents
believe integrated TQM method, 40% of the respondents believes
transition TQM method and 36% of the respondents believes both
types of TQM methods are followed in their organisation.
4.2.12 What side effect does your organisation suffer with total quality
management?
Table 4.2.12
Effects Respondents Percentage (%)
More paper 3 12%

High cost 7 28%
Over stress 7 28%
More working hour 8 32%
Total 25 100
Figure 4.2.12

INTERPRETATION:
suffer with more paper work, 28% of the respondents suffer from
high cost, 28% of the respondents suffer with over stress and 32% of
the respondents suffer from more working hour as side effects of
TQM.
4.2.13 What are benefits gained through Total Quality Management?
Table 4.2.13
Benefits Respondents Percentage (%)
Improved products 5 20%

Customer satisfaction 5 20%
Increased market shares 11 28%
Less rework 4 32%
Total 25 100
Figure 4.2.13

INTERPRETATION:
believe improved products is benefits, 20% of the respondents
believe that customer satisfaction is benefit, 28% of the respondents
believe that increased market shares as benefit and rest 32%
respondents believe less rework as benefits obtained by TQM.
4.2.14 Does your organisation conduct quality improvement program?
Table 4.2.14
TQM conduction Respondents Percentage (%)
Yes 22 88%
No 3 12%
Total 25 100
Figure 4.2.14

INTERPRETATION:
The above table and figure represents that 88% of the respondents’
believes the organisation conduct quality improvement program and
12% of the respondents’ believes organisation do not conduct quality
improvement program.
4.2.15 Are you satisfied with the TQM practices in organisation?
Table 4.2.15
Satisfaction level Respondents Percentage (%)
Highly satisfied 4 16%

Satisfied 10 40%
Average 7 28%
Dis-satisfied 3 12%
Highly dis-satisfied 1 4%
Total 25 100

Figure 4.2.15
INTERPRETATION:
are highly satisfied by TQM practices, 40% of the respondents are
satisfied by the TQM practices, 28% of the respondents feel average
towards the TQM practices in their organisation, 12% of the
respondents are dis-satisfied with the TQM practices and 4% of the
respondents are highly dis-satisfied by the TQM practices followed
in their organisation.

CHAPTER 5
CONCLUSION

5.1 FINDINGS:
1. AGE:
The maximum respondents belonged to the age group of 25-35 years
and minimum respondents belonged to the age group above 45 years.
2. GENDER
In the study it as found that 56% of the respondents were male and
44% of the respondents were female.
3. EDUCATIONAL QUALIFICATION
Maximum respondents (68%) were graduated and only 8%
respondents were professional.
4. ANNUAL INCOME
32% of the respondents had income below 3,00,000 and 16% had
income between 3,00,000 to 5,00,000.
5. MARITAL STATUS
64% of the respondents were married and 36% respondents were
unmarried.
6. Which department is responsible for quality management in the
organisation?
Maximum respondents believed that quality assurance is responsible
for quality management and minimum respondents believed quality
control department for quality management in the organisation.
7. In your opinion, what do you understand by TQM?
44% of the respondents understand that TQM is for welfare of
employee and the minimum 16% of the respondents understand that
TQM is for satisfying customer.
8. How does your organisation solve the problems?
Maximum respondents’ (36%) organisation solve problems
according to the situation and minimum respondents’ (24%)
organisation solve problems through appointing multi-disciplinary
teams.
9. According to you what is the objective of TQM?

31% of the respondents believe all the mentioned options as the
objectives of TQM and 21% of the respondents believe total
customer satisfaction is the objective of TQM.
10. To have excellence in TQM which principle/principles should be
followed?
The maximum (32%) respondents believe that customer focus is the
principle that needs to be followed and the minimum (16%)
respondents believe all of the principles mentioned should be
followed in order to achieve excellence in TQM.
11. What is the major reason for implementing TQM?
36% of the respondents thinks productivity as the major reason to
implement TQM and 12% respondents think all the mentioned
options are the major reason for implementing TQM.
12. According to you what are the barriers for implementing TQM?
Maximum respondents believe lack of continuous training as the
barrier while implementing TQM and minimum respondents believe
ineffective measurement techniques as the barrier while
implementing
TQM.
13. Which of the following, does TQM and ISO both focuses?
40% of the respondents chose all of the above option and the
minimum chose option was employee.
14. According to you what are the benefits of TQM?
The maximum (28%) respondents believe all the available options as
the benefits and the minimum (12%) respondents believe improving
customer satisfaction as the benefit of TQM.
15. According to you, which of the following TQM practice must be
40% of the respondents have continuous improvement process
followed in their organisation and 16% of the respondents have Zero
defect practice followed in their organisation for TQM.
16. Do you know which method of total quality management is followed
in your organisation?
60% respondents believe Transition TQM method followed in their
organisation and 36% believe both transition and integrated TQM

method followed in their organisation.
17. What side effect does your organisation suffer with total quality
management?
The maximum amount of respondents suffer from more working

hour as a side effect and minimum amount of the respondents suffer
from more paper work as the side effect of implementing TQM in
the organisation.
18. What are benefits gained through Total Quality Management?
38% of the respondents have less rework as the benefit gained
through TQM and 20% of the respondents have improved products
as the benefits of TQM.
19. Does your organisation conduct quality improvement program?
88% respondents’ understands that the organisation conduct quality
improvement program and 12% respondents’ understands that
organisation do not conduct quality improvement program.
20. Are you satisfied with the TQM practices in organisation?
Maximum (40%) respondents are satisfied with the TQM practices
in the organisation and minimum (4%) respondents are highly
dissatisfied by the TQM practices in the organisation.

5.2 CONCLUSION
From this study I conclude that Shree Gajanan Paper and Boards Pvt.
Ltd. has been working for years in this field and always have had
great excellence in providing best quality kraft paper. With the good
management and continuous quality check the status and goodwill is
maintained. With a turn-over of 15,00,00,000 the company is well
known for export and has deal with Dubai the most.
The company recently expanded and has increased their main plant
into twice its space and with the new emerging staff and new
machineries the company has planned to increase its business
turnover with big future goals.
The employees of company has also given the great review of the
company’s rules and regulations and also the type of TQM method
used in the organisation.
Overall the responses showed that TQM helped with less rework,
improved product, less work hours and employee satisfaction.
Company follows strict government rules and has been found very
loyal towards their customer and also very attentive towards their
employees.
In the nutshell we can say that company runs its business abiding the
law with grave attention towards the quality control and also taking
care of the employees.
CHAPTER 6
SUGGESTIONS

6.1 SUGGESTIONS
• Discussing the problems should be more transparent.

• Training must be provided to the employees with the up-gradation of
new technology
• Strict working hours should be followed in the organisation.
• Quality check must be done within every 2 months.
• Arrangement of meetings and seminars must be done.
• As many new entrepreneurs are coming into the business and many
more markets is tapped through rigorous marketing and use of best
production practices will ensure the success of the organization in
the competitive post quota scenario
• Employees must be aware of which method of TQM is being
followed in their organisation because the responses stated that
employees are not clear minded about the practices being followed.
• Also, all the employees has to know whether the company is
conducting quality improvement program as we can see from the
responses the employees are unaware of it
• Side-effects from the TQM implementation should worked upon, by
fixing proper working hours and less stress on the employees by
providing them proper time to complete the work.
• As told by the employees of the organisation, majority of the
respondents think continuous improvement program should be
followed in the organisation for better results.
BIBLIOGRAPHY
&
WEBLIOGRAPHY

BIBLIOGRAPHY
Becker, B. 1996 A learning process model to achieve continuous

improvement and innovation.
Kanji, G.K. & Barker, R.L. 1990. Implementation of total quality
management.
WEBLIOGRAPHY
Reliability Analysis Center. 2008. Total quality management

http://rac.iitri.org
http://www.shreegajananpapermills.com/
https://www.managementstudyguide.com/total-qualitymanagement.htm
https://www.economicsdiscussion.net/quality-management/totalquality-
management/32329
ANNEXURE

QUESTIONNAIRE
A study on Total Quality Management with reference to
Shree Gajanan Paper and Boards Pvt. Ltd. in Vapi city.
DECLARATION
I Rachel Coutinho, pursuing TYBBA from SSR College of Arts, Commerce and
Science, affiliated to Savitribai Phule Pune University. I have undertaken the
research project on the topic ‘Total Quality Management’. I kindly request you to
fill the following questionnaire. Your feedback will be used exclusively for
research project and will be kept confidential.
SECTION-1 DEMOGRAPHIC PROFILE

Q-1 Age?
a. Below 25 years c. 25-35 years
b. 35-45 years d. Above 45 years Q-
2 Gender?
a. Male b. Female
Q-3 Educational qualification?

a. Schooling c. Graduation
b. Post-graduation d. Profession
Q-4 Annual Income?
a. Below 3,00,000 c. 3,00,000 to 5,00,000
b. 5,00,000 to 7,00,000 d. above 7,00,000 Q-
5 Marital status?
a. Married b. Unmarried
SECTION-2 ASPECTS REALATED TO TOTAL QUALITY
MANAGEMENT
Q-6 Which department is responsible for quality management in the organisation?

a. Quality circle c. quality control department b.
Quality assurance
Q-7 In your opinion, what do you understand by TQM?
a. Satisfying customer c. improving quality
b. Welfare of employee d. social work
Q-8 How does your organisation solve the problems?
a. Assigns’ individual to solve
b. A permanent term is available
c. Setup multi-disciplinary team
d. According to the situation
Q-9 according to you hat is the objecticve of TQM?
a. Total customer satisfaction
b. Improving profit
c. Achievement of the objectives of the organisation
d. All of the above
Q-10 To have excellence in TQM which principle/principles should be
followed?
a. Customer focus
b. Continuous learning, innovation & improvement
c. Supplier partnership development
d. All of the above
Q-11 What is the major reason for implementing TQM?
a. Employee performance
b. Productivity
c. Competitive position
d. All of the above
Q-12 According to you what are the barriers for implementing TQM?
a. Improper planning
b. Lack of continuous training
c. Failure of continually improve
d. Ineffective measurement techniques
Q-13 Which of the following, does TQM and ISO both focuses?
a. Customer c. employee
b. Supplier d. all of the above
Q-14 According to you what are the benefits of TQM?

a. Higher productivity
b. Improving customer satisfaction
c. Increase job satisfaction
d. Higher profitability
e. All of the above
Q-15 According to you, which of the following TQM practice is followed in your
organisation?
a. Continuous improvement process
b. Six sigma
c. Zero defect
d. Plan, do, check-act
Q-16 Do you know which method of total quality management is followed in your
organisation?
a. Integrated TQM
b. Transition TQM
c. A & B both
Q-17 What side effect does your organisation suffer with total
quality management?
a. More paper c. High cost
b. Over stress d. More working hour Q-18
What are benefits gained through Total Quality
Management?
a. Improve product c. Customer satisfaction
b. Increase market shares d. Less rework
Q-19 Does your organisation conduct quality improvement program?

a. Yes b. No
Q-20 Are you satisfied with the TQM practices in organisation?

a. Highly satisfied
b. Satisfied
c. Average
d. Dis-satisfied
e. Highly dis-satisfied

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A

SSR COLLEGE OF ARTS, COMMERCE & SCIENCE

RACHEL GREGORIO COUTINHO

A Project report on “A study on Total Quality Management from Shree Gajanan

RACHEL GREGORIO COUTINHO

4 Chapter 2: Organisation Profile 12

5 Chapter 3: Conceptual background and actual working 22

6 Chapter 4: Data analysis and Interpretation 25

9 Bibliography & Webliography 53

TABLE NO. Title of table PAGE NO.

4.1.3 Educational Qualification 28

4.1.4 Annual Income 29

4.1.5 Marital Status 30

4.2.1 Which department is responsible for quality management in the 31

4.2.3 How does your organisation solve the problems 33

4.2.4 According to you what is the objective of TQM 34

4.2.5 To have excellence in TQM which principle/principles should be 35

4.2.9 According to you what are the benefits of TQM 39

4.2.10 According to you, which of the following TQM practice is 40

4.2.14 Does your organisation conduct quality improvement program 44

4.2.15 Are you satisfied with the TQM practices in organisation 45

Figure No. List of figures Page No.

4.1.3 Educational Qualification 28

4.1.4 Annual Income 29

4.1.5 Marital Status 30

4.2.1 Which department is responsible for quality management in the 31

4.2.3 How does your organisation solve the problems 33

4.2.4 According to you what is the objective of TQM 34

4.2.5 To have excellence in TQM which principle/principles should 35

4.2.9 According to you what are the benefits of TQM 39

4.2.10 According to you, which of the following TQM practice is 40

4.2.14 Does your organisation conduct quality improvement program 44

4.2.15 Are you satisfied with the TQM practices in organisation 45

1.1 INTRODUCTION TO TOTAL QUALITY

Total Quality Management is

1.1.1 DEFINITION OF TOTAL QUALITY MANAGEMENT

According to the American Society for Quality (ASQ), it is a:

TQM is a management philosophy that seeks to integrate all

SSR COLLEGE OF ACS – BBA (2021-22) Page 1

processes by incorporating the knowledge and experiences of

TQM is the foundation for activities, which include:

This shows that TQM must be practiced in all activities, by all

1.1.2 PRINCIPLES OF TOTAL QUALITY MANAGEMENT

SSR COLLEGE OF ACS – BBA (2021-22) Page 2

The key principles of TQM are as following:

3. Fact Based Decision Making

1.2 SIGNIFICANCE OF THE STUDY

SSR COLLEGE OF ACS – BBA (2021-22) Page 3

factors such as working conditions, Monetary benefits, Training

1.3 OBJECTIVES OF THE STUDY

• Study the total quality management of the Shree Gajanan Paper

1.4 SCOPE OF STUDY

The scope of the study is to include the development of a TQM

1.5 RESEARCH METHODOLOGY

Research methodology simply refers to the practical “how” of any

SSR COLLEGE OF ACS – BBA (2021-22) Page 4

1.5.1 MEANING OF RESEARCH

Enunciating the problem

Collecting the facts or data

Analysing the facts

Reaching certain conclusions

Solutions(s) towards the problem Generalisations for some

1.5.2 PURPOSE OF RESEARCH