Total Quality Management

Defination:• Total quality management is systemic

approach to productivity improvement using qualitative and quantitative methods and involving all stakeholders to continuously improve the quality of all products and services.

Five basic Pillars of TQM1.Top management commitment

It works for all quality improvement programs in a very effective manner since the vision of the leaders and policy makers at the top trickles

Down to the lowest strata of the employee base and henceforth it shows up in organizational productivity and delivery to the end user

2. Customer centric

Advancements of processes which delimit external as well as internal customers.

The customer is involved in designing and assessing products and services and a long-lasting trust worthy relationship with him is built. 3

Five Basic Pillars of TQM

3. Relentless development By an appetite for risk, changing the decision maker’s customer focus,

timely and honest self-appraisal, using mistakes and employee cynicism as stepping stone and not obstacle.

4. Benchmarking It involves structured problem solving and identifying processes and

finding opportunities for improvements and future developments the tools for which are quality function deployment.

5. Strengthening the employee base It includes enriching the employees with knowledge, learning and

training and entrusting them the power to take decisions.

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INTRODUCTION OF ORGANIZATION

Cadbury India is a fully owned subsidy of Kraft Foods Inc. The combination of Kraft Foods and Cadbury creates a global powerhouse in snacks, confectionery and quick meals.

With annual revenues of approximately $50 billion, the combined company is the world's second largest food company, making delicious products for billions of consumers in more than 160

countries. We employ approximately 140,000 people and have operations in more than 70 countries.

Our core purpose "make today delicious" captures the spirit of what we are trying to achieve as a business. We make delicious

foods you can feel good about. Whether watching your weight or preparing to celebrate, grabbing a quick bite or sitting down to

family night, we pour our hearts into creating foods that are wholesome and delicious.

• In 1924 Edward Cadbury outlined his first rule of success, "the best quality - nothing is too good for the public".

• Approved by the Food and Agriculture Organisation of the UN's World Health Organisation.

• Also incorporate elements of the International Standards Organization's Quality Management System.

• Cadbury monitor the production process by using total quality management.

• Cadburys have supervisors that monitor the machines, the other workers and the products.

• Maintain a “right first time” culture that consistently embraces quality and food safety

• In past didn’t use benchmarking which was used by Nestle then also

• Sigma helps the organization manage the change management issues so that the improvements are sustained

• Operate audited quality management systems that continually improve processes to deliver

•Uses TOTAL QUALITY MANAGEMENT

•Have supervisors that monitor the machines, the other workers and the products that are made.

•TQM ensures that the products that Cadbury produces: tastes good to the customers, is appealing to the customers, customer complaints are solved, listening to customers making continuous to their products

•Statistical correlation between the adoption of the values of TQM and successful quality management.

•One of the core values of the organization is “to put quality and safety at the heart of all their activities –their products , customers , partners and performance”.

•Total Quality Management is one of the main reasons for the success of the company.

•Hence , it can be seen that TQM affects the entire organizations workings.

•Spent almost 25 crores for improved packaging.

•The recovery began in May 2004 when Cadbury's value share went up to 71 per cent.

•However today, Cadbury is the number one chocolate brand in India having 66 % of the total chocolate market share..

•The brand name cadbury is associated with purity , quality and trust which is one of which is one of the main reasons of its profits.

•Cadbury India has been ranked 5th in the FMCG sector, in a survey on India's most respected companies by sector conducted by Business World magazine in 2007.

•Customer Satisfaction has increased.

•Continuous Growth

•Emphasis on Customer Satisfaction

•Product Innovation

•Quality Throughout Supply Chain

•Benchmarking