PROJECT REPORT ON

QUALITY MANAGEMENT PRACTICES

AT MILMA ERNAKULAM DIARY: A
TQM ANALYSIS

Submitted by
RUHSA RAHEEM (37122097)
JUNAID S (37122066)

KRISHNAPRIYA G (37122064)
Under the guidance of

Mr. LITHIN THOMAS

Assistant Professor

SCHOOL OF MANAGEMENT STUDIES

Cochin University of Science and Technology, Kerala

India -682022
1. Introduction

The Kerala Milk Marketing Federation (MILMA) stands as a beacon of success in the Indian

dairy cooperative sector. Established in 1970, MILMA's mission was clear from its inception

- to ensure fair compensation for milk producers while providing consumers with a reliable

and reasonably priced source of milk. Today, MILMA has grown to become the largest dairy

cooperative in India, boasting a staggering membership of over 3.5 million milk producers

and a daily milk collection that surpasses 15 million liters. The federation's expansive reach

encompasses more than 4,000 milk societies and 1,500 milk parlors, firmly establishing its

presence across the state.

Divided into three pivotal divisions - procurement, processing, and marketing - MILMA

operates with a well-defined objective in each domain. The procurement division is entrusted

with the task of collecting milk from farmers, rigorously ensuring adherence to the

federation's stringent quality standards. The processing division is dedicated to the

transformation of raw milk into an array of essential dairy products, ranging from butter and

cheese to the revered ghee. The marketing division orchestrates the dissemination of

MILMA's products, orchestrating a seamless flow through a network of retail outlets and

trusted distributors.

MILMA's transformative impact on the dairy landscape of Kerala cannot be overstated.

Through concerted efforts, the federation has witnessed a substantial surge in milk production

and consumption within the state. Notably, MILMA has spearheaded initiatives aimed at

elevating the quality of milk produced, spearheading the establishment of cutting-edge milk

testing laboratories and providing invaluable training to farmers.

Beyond its core operational sphere, MILMA assumes a role of social stewardship. This

includes initiatives designed to uplift the lives of milk producers and their families. Offering
financial support for the acquisition of cows and buffaloes, MILMA empowers farmers with

tangible opportunities for growth. Moreover, the federation is deeply committed to education,

conducting programs that cater to both farmers and their progeny.

As a major contributor to the Kerala economy, MILMA's impact resonates far and wide. The

federation's endeavors generate employment for over 100,000 individuals and inject an

impressive ₹100 billion into the state's GDP. On the national stage, MILMA is a formidable

player within the dairy industry, with its products finding their way into every major state in

India and extending their reach to various countries across the Middle East and Asia.

Undoubtedly, MILMA's dedication to excellence is unwavering. A commitment to providing

members with products and services of unparalleled quality drives the federation's relentless

pursuit of innovation. This forward-thinking approach ensures that MILMA remains adept at

meeting the dynamic needs of consumers. Furthermore, MILMA embraces its role as a

responsible corporate entity, actively participating in initiatives that enhance the well-being

of its members and the communities it serves.

Mission and Social Responsibility: MILMA's mission transcends the conventional realms of

milk production and marketing. At its core lies a resolute commitment to empower milk

producers, bolster their economic prosperity, and elevate their living standards. The

federation extends financial assistance to farmers for the acquisition of cows and buffaloes,

orchestrates training programs to refine their dairy farming techniques, and introduces a

range of social welfare initiatives aimed at the well-being of their families.

Commitment to Quality: Renowned for its unwavering dedication to quality, MILMA

upholds rigorous standards across its operational spectrum, from meticulous milk

procurement to precise processing and seamless distribution. Every product bearing the
MILMA insignia undergoes exacting scrutiny, ensuring it meets the loftiest benchmarks in

safety and nutritional excellence.

Diverse Product Portfolio: MILMA presents a diverse array of dairy offerings, tailored to the

multifaceted tastes and preferences of consumers. From the freshest milk to sumptuous

butter, delectable cheese, indulgent yogurt, and delightful ice cream, MILMA's products

epitomize both quality and affordability.

Global Reach: MILMA's influence transcends Kerala's borders, extending its reach to various

countries across the Middle East and Asia. This global presence solidifies MILMA's standing

as a recognized player in the international dairy arena.

Awards and Recognition: MILMA's contributions to the dairy industry and its unwavering

commitment to quality have been lauded through an array of awards and accolades. The

federation has been honoured with the prestigious Kerala State Cooperative Marketing

Federation Award, a testament to its exceptional performance in milk procurement,

processing, and marketing.

Legacy of Success: MILMA's narrative is one of uninterrupted growth and innovative strides.

The federation has consistently broadened its horizons, diversified its product portfolio, and

elevated its quality benchmarks, earning it a pioneering status in the Indian dairy panorama.
Looking Ahead: A Future of Innovation and Growth: MILMA remains steadfast in its resolve

to retain its leadership position in the dairy industry. The federation is ceaselessly exploring

new avenues for expansion, venturing into uncharted markets, and embracing cutting-edge

technology to refine its operations and elevate its products. Armed with an unwavering

commitment to quality, social responsibility, and innovation, MILMA is poised to continue

its extraordinary journey of triumph.

2. Objectives of the Visit

The industrial visit to Milma was orchestrated with specific objectives in mind, aimed at

providing a comprehensive understanding of the operations and quality assessment practices

of this pioneering dairy cooperative. The key objectives of the visit were as follows:

Observing the Production Process: The primary goal was to gain firsthand insight into the

intricate processes involved in milk procurement, processing, and the production of various

dairy products. This included witnessing the stages of milk collection, pasteurization,

homogenization, and packaging.

Understanding Quality Assessment Procedures: A crucial objective was to familiarize

ourselves with the rigorous quality control measures implemented by Milma. This

encompassed a detailed examination of the tests, parameters, and protocols employed to

evaluate the quality of raw milk and finished dairy products.

Exploring Quality Assurance Measures: We aimed to delve into Milma's robust quality

assurance mechanisms, designed to ensure that only products of the highest standard reach

the market. This involved an exploration of the advanced technology and equipment

employed for quality monitoring.

Engaging with Experts: Another vital objective was to engage in meaningful interactions

with experts from various departments within Milma. This facilitated a deeper understanding

of their specialized roles and contributions to the cooperative's overall operations.

Gaining Practical Knowledge: The visit aimed to provide practical, hands-on exposure to the

functioning of a dairy cooperative. This included observing real-time processes, equipment,

and quality assessment procedures in action.

3. Visit Details

3.1. Date and Time of Visit

The industrial visit to Milma took place on the 8th of November, 2023. The visit commenced

at 2:00 PM, allowing us an opportune time to witness the operations and quality assessment

practices in action.

3.2. Safety and Policies of Milma

Milma prioritizes safety as a fundamental aspect of its operations. During the visit, we were

provided with comprehensive information regarding the safety protocols and policies in place

to safeguard both employees and visitors. These policies encompassed various aspects,

including:

Personal Protective Equipment (PPE): Milma mandates the use of appropriate PPE, such

as face masks and hair cover, in designated areas. This ensures the well-being of individuals

on the premises.
Hygiene and Sanitation: Maintaining high levels of hygiene is of paramount importance to

Milma. Stringent sanitation practices were observed, including regular cleaning schedules

and the provision of sanitization stations at key locations.

Restricted Access Areas: Certain areas within the premises were designated as restricted

access zones to ensure the safety of personnel and visitors. These zones were clearly

demarcated and accessible only to authorized personnel.

Compliance with Regulatory Standards: Milma adheres to all relevant local and national

safety regulations and standards. This commitment to compliance ensures that the highest

safety benchmarks are met at all times.

Environmental Stewardship: Milma is committed to environmental sustainability. Policies

related to waste management, energy conservation, and eco-friendly practices were

highlighted as integral aspects of their operations.

By imparting a thorough understanding of these safety measures and policies, Milma ensured

that our visit was conducted in a secure and controlled environment, demonstrating their

unwavering commitment to the well-being of all stakeholders. This also emphasized their

dedication to maintaining the highest standards of safety and quality in their operations.

3.3. Production Process

Milma's production process is a meticulously designed and executed system that

transforms raw milk into a diverse range of high-quality dairy products. The process is a

testament to Milma's unwavering commitment to excellence, combining traditional

craftsmanship with modern technology to ensure products of exceptional taste and nutritional

value. From the initial stages of milk procurement to the final packaging of dairy delights,

each step is executed with precision and adherence to stringent quality standards. This
introduction offers a glimpse into the well-orchestrated journey that milk undertakes within

Milma's facilities, ultimately culminating in products that have earned the trust and loyalty of

consumers across the nation.

1. Fresh Milk:

● Milk Procurement: Milk is sourced from registered dairy farmers through

collection centers.

● Quality Testing: The milk undergoes rigorous quality tests to ensure it meets

specified standards for fat content, bacterial count, and other parameters.

● Pasteurization: The milk is heated to a specific temperature to kill harmful

bacteria and extend its shelf life.

● Homogenization: The milk is passed through a homogenizer to break down

fat globules and ensure uniform consistency.

● Packaging: Pasteurized and homogenized milk is then packaged in bottles or

pouches under hygienic conditions.

2. Ghee:

● Milk Separation: Butter is churned from cream extracted from milk.

● Clarification: The butter is melted and heated to remove water content and

impurities.

● Packaging: The clarified butter, known as ghee, is then packed in jars or

containers.
3. Butter:

● Cream Separation: Cream is separated from milk, typically through

centrifugal force.

● Churning: The cream is agitated until fat globules clump together to form

butter.

● Washing and Working: The butter is washed and worked to remove excess

water and improve texture.

● Packaging: The butter is then molded and packaged in various forms like

blocks, sticks, or tubs.

4. Cheese:

● Milk Coagulation: Enzymes or acid are added to milk to curdle it, forming

curds and whey.

● Cutting and Draining: The curds are cut into smaller pieces and drained to

separate them from whey.

● Pressing and Shaping: The curds are pressed into molds to form the desired

shape of the cheese.

● Aging: The cheese is stored under controlled conditions for a specific period

to develop flavor and texture.

● Packaging: Once aged, the cheese is cut, wrapped, and packaged for

distribution.
5. Yogurt (Curd):

● Milk Heating: Milk is heated to a specific temperature to denature proteins.

● Inoculation: A culture containing specific yogurt bacteria is added to the

milk.

● Fermentation: The mixture is allowed to ferment, allowing the bacteria to

convert lactose into lactic acid.

● Cooling: Once the desired acidity and texture are achieved, the yogurt is

cooled.

● Packaging: The yogurt is then packaged in containers.

6. Ice Cream:

● Mix Preparation: Ingredients like milk, cream, sugar, and flavorings are

mixed and pasteurized.

● Homogenization: The mix is homogenized to ensure uniform texture and

consistency.

● Aging: The mix is cooled and aged to develop flavor and texture.

● Freezing and Churning: The aged mix is churned while freezing to

incorporate air and create a smooth texture.

● Packaging: The ice cream is then packed in containers or packaged for

distribution.
7. Paneer (Cottage Cheese):

● Milk Curdling: Milk is heated, and an acidic substance (like lemon juice or

vinegar) is added to curdle it, separating the curds from the whey.

● Straining and Pressing: The curds are strained to remove excess whey and

then pressed to form a block of paneer.

● Cutting and Shaping: The paneer block is cut into desired shapes or sizes.

● Packaging: The paneer is then packaged in containers or wrapped for

distribution.

8. Milk Powder:

● Milk Concentration: Milk is evaporated to remove water content, leaving

behind concentrated milk.

● Spray Drying: The concentrated milk is sprayed into hot air, causing it to dry

into fine powder particles.

● Packaging: The milk powder is then packaged in moisture-proof containers.

9. Dairy Whitener:

● Milk Concentration: Similar to milk powder production, milk is concentrated

to remove water content.

● Homogenization: The concentrated milk is homogenized to ensure uniform

texture.
 ● Spray Drying: The concentrated milk is sprayed into hot air to transform it

into a dry, free-flowing powder.

● Packaging: The dairy whitener is packaged in air-tight containers.

10. Lassi:

● Milk Preparation: Milk is pasteurized and cooled.

● Culturing: A culture containing specific lactic acid bacteria is added to the

milk.

● Flavoring: Additional ingredients like fruits or flavorings are blended with the

cultured milk.

● Packaging: The lassi is then packaged in bottles or pouches.

11. Badam Drink:

● Almond Soaking and Blending: Almonds are soaked, peeled, and blended to

create a smooth almond paste.

● Milk Preparation: Milk is pasteurized and cooled.

● Mixing and Sweetening: The almond paste is mixed with milk and

sweeteners to create the badam drink.

● Packaging: The badam drink is then packaged in bottles or cartons.

12. Pedha:
 ● Milk Condensation: Milk is boiled and condensed to a thick consistency.

● Sweetening and Flavoring: Sugar, flavorings, and additional ingredients are

added to the condensed milk.

● Shaping and Setting: The mixture is shaped into pedha and allowed to set.

● Packaging: The pedha is then individually wrapped or packaged in boxes.

13. Curd Cup:

● Milk Heating: Milk is heated to a specific temperature to denature proteins.

● Inoculation: A culture containing specific yogurt bacteria is added to the

milk.

● Fermentation: The mixture is allowed to ferment in individual cups, creating

individual servings of curd.

● Packaging: The curd cups are then sealed and ready for distribution.
 MILK PROCESSING IN ERNAKULAM DIARY

In Milma, following prioritation is done in the order given here:

· Refrigeration System: Ice Bank Tank (IBT) & Cold store

· Pasteurizers: Milk& Cream

· Packing: Milk & Products

· Boilers, DG Sets, Incubator Room having electrical heaters, Spray Dryers, Blowers, Air

Compressors, Pumps, AC & Lightings Systems

· Effluent Treatment Plants and Other motive loads.

Operations (processing of milk)

1. Unloading & Platform test

2. Queuing

3. Quality check

4. Pasteurization

5. Quality check after pasteurization

6. Packaging

Unloading & platform test:

Milma buys raw milk from various societies which is then unloaded at the plant. This raw

milk is subjected to a manual platform test. Here, the milk is checked for any foul smell or

visible impurities. If there is any such mentioned, then the milk is discarded.

Queuing:

Only one society’s milk is queued at a time. All the cans from that particular society are

transferred into a huge container which has a capacity of 3000 liters. This point is called the

Raw Milk Reception Dock (RMRD).

Quality Check:
At the RMRD, a sample of the raw milk is taken and a quality check is done. The fat and

SNF (solid non fat) content are checked. Once the milk undergoes the quality check, it is then

chilled (to 5 degrees) and transferred into a tank (SILO tank) which has a capacity of 60,000

liters.

In SILO tank the raw milk undergoes a cleaning process for which a CIP (cleaning in

position) unit is set up. Here the raw milk is treated with containers washed with 0.1% nitric

acid then with alkali (sodium hydroxide) and finally with hot water. A recuperation tank is

attached to it which recycles water.

Pasteurization:

From the SILO tank, the milk is then pumped to a flow control value. It controls the flow of

the raw milk to be pasteurized. Simultaneous process of heating (79 degrees) and cooling (4

degrees) is done. In an hour, 1000 liters of milk can be pasteurized. Once this process is

complete, the milk is transferred to another SILO tank.

Quality check after pasteurization:

The quality of the milk is checked to find if it has 3 % fat and 8.5 % SNF (solid non fat). If

the fat and SNF contents are not met, then skimmed milk is added to it to attain the required

standards. The milk is stored in cylose tankers with 60,000 L capacity and normally stored to

a maximum of 12 hrs.

Packaging:

After checking the quality standards, the milk is then pumped into overhead tank. From these

tanks the milk is then transferred to a sophisticated packaging machine. This packaging

equipment filters the milk and fills them into sachets of different volumes. The weight of the

milk sachets is checked randomly at regular intervals .These sachets are put into a tray, where
each tray contains 20 milk sachets. In 15 minutes, a packaging equipment can fill 25 such,

which is then taken to the dispatching unit

QUALITY ASSESSMENT

MILMA, the Kerala Co-operative Milk Marketing Federation, stands as a beacon of quality

in the dairy industry, meticulously overseeing the journey of milk from procurement to the

final product. The process commences with the careful selection and assessment of raw milk

procured from local dairy farmers. At this stage, MILMA scrutinizes factors such as fat

content, purity, and the absence of contaminants. To maintain the pristine quality of the raw

material, the dairy employs advanced chilling methods during transportation, ensuring that

the milk reaches the processing plant in optimal condition.

Upon arrival, the milk undergoes a series of rigorous processes. Pasteurization, a key step,

involves heat treatment to eliminate harmful bacteria while preserving the nutritional

integrity of the milk. The homogenization process follows, ensuring uniform distribution of

fat particles, contributing to the smooth texture of the final product.Packaging is a critical

juncture in preserving the quality of the milk. MILMA adheres to stringent standards for

packaging materials, focusing on preventing contamination and maintaining freshness. The

packaging process itself is monitored for precision in sealing and accurate labeling, further

ensuring the product's integrity.

Storage conditions are equally pivotal. The dairy maintains optimal temperatures and

stringent hygiene practices in storage facilities to prevent spoilage and uphold the freshness

of the milk.Quality testing is an ongoing aspect, conducted at various stages of the production
journey. Microbiological tests, sensory evaluations, and chemical analyses are implemented,

allowing for real-time adjustments and corrections.

The commitment to quality extends to the finished products. Before reaching the market, the

dairy conducts a final round of comprehensive quality checks. This meticulous approach

guarantees that consumers receive dairy products of the highest standard.MILMA's

dedication to quality assurance, from the initial procurement of raw milk to the final product,

reflects a commitment to delivering safe, nutritious, and trustworthy dairy products to

consumers.

QUALITY ASSURANCE MEASURES

MILMA Dairy Plant implements robust quality assurance processes. These encompass

thorough supplier vetting and regular testing to ensure the safety and quality of raw materials

used in dairy production.

MILMA Dairy Plant places a paramount emphasis on quality assurance, spearheaded by its

dedicated quality department. This department comprises designated officers, each with

specific responsibilities to ensure the highest standards are met.

As part of MILMA's commitment to food safety, all workers in the manufacturing firm

pledge to adhere to strict guidelines. These guidelines include the mandatory use of gloves,

head covers, and uniforms during production. Workers operate on a shift basis, maintaining a

constant presence to oversee the various stages of dairy production

To further fortify its commitment to quality assurance, MILMA adheres to industry

certifications such as ISO 9001 and HACCP. These certifications serve as benchmarks,

ensuring that the dairy plant operates in accordance with globally recognized quality

standards.Quality checks are performed regularly, examining parameters like taste, texture,
and shelf life. Batch coding is employed for efficient product traceability throughout the

production and distribution processes.

Quality control during the production process is meticulous at MILMA. Critical parameters

such as temperature, acidity, and consistency are closely monitored to guarantee the

production of high-quality dairy products.

To prevent contamination or adulteration, the dairy plant strictly follows sanitation protocols.

Adherence to industry certifications such as ISO 9001 and HACCP reflects the commitment

to maintaining the highest standards in dairy production.Regular quality checks are a routine

practice at MILMA Dairy Plant. Parameters like taste, texture, and shelf life are monitored to

ensure that the products meet the established quality criteria.

Product traceability is a priority, and MILMA maintains it through batch coding, allowing for

efficient tracking throughout the production and distribution process.In compliance with

environmental regulations, MILMA has established protocols for handling and disposing of

any products that do not meet quality standards.The dairy plant adheres to industry

certifications such as ISO 9001 and HACCP, demonstrating a commitment to upholding high

standards in quality assurance.

Customer feedback is highly valued at MILMA, and there is a dedicated system in place to

address complaints promptly. This customer-centric approach contributes to continuous

improvement in product quality.

Continuous improvement initiatives at MILMA focus on optimizing processes and enhancing

product quality. These ongoing projects underscore the commitment to delivering top-notch

dairy products.
Observations and Learning:

1. MILMA's commitment to quality is evident throughout its operations, from the

rigorous testing of raw milk to the final quality checks before products reach the

market. This dedication aligns with Total Quality Management (TQM) principles,

ensuring that products consistently meet high standards.

2. The dairy's emphasis on safety and environmental stewardship, as highlighted by their

safety protocols and waste management practices, demonstrates a holistic approach to

TQM, where quality and safety go hand in hand.

3. MILMA's use of advanced technology, such as the CIP unit for cleaning raw milk

containers and batch coding for product traceability, showcases their adoption of

modern tools and techniques for quality control.

4. The company's customer-centric approach, including a system for addressing

customer complaints and continuous improvement initiatives, reflects a commitment

to meeting customer expectations and continuous quality enhancement.

Recommendations

1. MILMA should continue investing in advanced technology and automation to further

improve the precision and efficiency of their processes, ultimately enhancing product

quality and consistency.

2. Regular training and skill development programs for employees should be a priority

to ensure they are well-equipped to maintain the highest quality standards and adhere

to safety protocols.
 3. MILMA should consider extending its environmental sustainability efforts by

exploring opportunities for reducing energy consumption and minimizing its

environmental footprint.

4. The company's customer feedback system should be used not only for addressing

complaints but also for gathering insights to proactively enhance products and

services.

Conclusion

MILMA's operations and quality control measures align with the principles of Total Quality

Management (TQM), making it a role model in the Indian dairy industry. The company's

unwavering commitment to quality, safety, and environmental responsibility is

commendable. Through advanced technology, rigorous testing, and a customer-centric

approach, MILMA ensures that its dairy products consistently meet high standards. MILMA's

dedication to quality assurance, from raw milk procurement to final product distribution, is a

testament to its commitment to delivering safe, nutritious, and reliable dairy products to

consumers. The company's legacy of success and continuous improvement initiatives ensure

that it remains a pioneer in the Indian dairy landscape, poised for further innovation and

growth.