samrudhi_TQM

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Total Quality Management with special reference to Samrudhdi Industries Pvt.Ltd.Sangli

Sikkim Manipal University -1-

Chapter 1

Introduction

Introduction:

Total quality management (TQM) is an enhancement to traditional way of doing

business. It is a proven technique to guarantee survival in world class

competition. TQM is for the most part common sense. Analyzing the three

words we have.

Totalmade up of the whole. Qualitydegree of excellence a product or service provides. Managementact or art or manner of handling, controlling directing etc.

Therefore, TQM is the art of managing the whole to achieve excellence. The

golden rule is a simple but effective way to explain it. Do upto others, as you

would have them do up to you.

Japanese were the first to realize that creative power was not limited to the

designers and engineers only. It was Dr. Ishikawa, a Japanese quality expert

who introduced the concept of quality circle which stressed the participation of

maximum number of people engaged in industry in quality control

programmers. It was Japanese answer to the challenge of quality upon which

their economic future depended.

India has tremendous industrial progress during last few decades. However in

the quality field we have last been able to keep place. So for due to sellers

market conditions obtaining in India manufacturer could sell produce of

whatever quality they make. However the situation is changing fast and

increasing competitions is emerging in wide range of consumer and increasing

purchasing power, the consumer is becoming more discerning and expects

goods of better quality. The companies which can not constantly improve the

quality of their goods may find it difficult to survive.

The primary objective of total quality management is Maximum user

satisfaction at minimum cost.


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Statement of the Problem:

To Study Total Quality Management in Samruddhi Industries Limited

MIDC Kupwad.

Objective of the Study:

By considering the statement of the problem the study points out some

specific objectives as follows

i) To study the total quality management (TQM) concept in SamruddhiIndustries Limited MIDC Kupwad.

ii) To study the consumers opinion about services provided by theSamruddhi Industries Limited MIDC Kupwad.

iii) To study the employees opinion about the (TQM) implemented inSamruddhi Industries Limited MIDC Kupwad.

iv) To suggest the long term and short term measures to improve qualityservices.

Research Methodology:

Following methodology is adopted to collect the data for the present study.

Primary Data:

It was collected through interview, questionnaire and personal observation

made by researcher.

i) InterviewThe data is collected through well-structured interview.ii) Questionnaires: The data was collected through well-structured

questionnaire method, which contains YES, NO types questions & other

questions related to the topic selected.

Secondary Data:

The data was collected through various reports, booklets, internet, magazines

and annual reports.

Sample Area : Sangli city ,kupwad MIDC

Sampling Method: Random sampling method

Sample size: 7 employees at top management level


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Statistical method: Graphical representation,percentage

Scope of the Study:

i) The study covers the TQM in Samruddhi Industries Limited MIDC Kupwad.Where the data covers, steps taken to control and improve the quality in the

center.

ii) This study covers to all departments of the Samruddhi Industries LimitedMIDC Kupwad.

Limitations:

Limitations are as follows

i) The study of TQM is limited to Samruddhi Industries Limited MIDCKupwad only.

ii) TQM as such is a very large topic and covers each and every aspect of thebusiness. It is not possible for researcher to collect or covers all elements of

TQM.

iii) Time limitation due to limited time the researcher collects the informationfrom personal area.


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Chapter 2.

Organization Profile

SAMRUDDHI OATH

"We, the members of Samruddhi Group

hereby sworn on oath that

We shall obey our duty

honestly and truthfully

in every part of our jurisdiction.

We shall be always active cautiously

for the upliftment

and honor of our Organization.

We, by our collective team work

shall create reputation of our organization

and shall extend our fundamental services

to our Citizens. "

Company Inception Background

In 1985 Mr.Ramakant Malu, Mr.Omprakash Malu and Mr.Pramod Malu were built a

concrete base for Samruddhi Group. During initial stage, these founder members had

entered in Chemical & plastic manufacturing fields with its marketing network. During

1993, after successful entry in agricultural field marketing, they entered in

Manufacturing of Chemical & plastic. Having long experience in institutional

marketing, they had started in manufacturing of Milk Crates and captured the different

potential areas, like Maharashtra, Karnataka, Andhra Pradesh, Goa & Gujarat. With this

success, company has confidence to sell different products in other segments like

consumables.

Focusing towards agricultural and implements, In 1999, Mr. Ramakant Malu,

personally surveyed and invented the new product, such as "Construction Ghamela"

which was successfully replaced 60% area of "Iron Ghamela" which had brought its

miracle in the history of Ghamela. With this success, company has launched many

agricultural application Ghamelas in different shapes, sizes, colours. While launching


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these types of Ghamelas, Company parallel was invented a new system of marketing,

which serves the rural customer directly and benefited to enter the rural marketing and

successfully changed the scenario of the market. The system it self called as "RRLMS"

which basically focused on agricultural service rendered to the rural customer, without

hurdle and thus company got feed-back for new area of requirement and due to which

we were able to make research in many areas of agricultural and which helped us to

motivate for a new products development and record sales achievement. As the

products are maintained with high quality, lightweight, easy to handle, multi-colour,

sturdy, un-breakable, which are made them popular in very short span of time. Thus the

company has achieved sharp growth in sales in 2001 and onwards. Looking towards

this success, company started aggressive working in different States and establishing

market network rigorously with new products range.

Though all above criteria run successfully because of major contribution through

teamwork. In Samruddhi group, regular review meetings, new experiments, policies,

implementation with team spirit, results sharply and positively in the market. The area

where the finance is most important factor, which has been taken due care by the young

dynamic Director Mr. Pramod N. Malu which helps financial regulations, cost

reduction, credits and other areas helped the group for its smooth working in day-to-day

affairs.

Mission

Samruddhi Industries Ltd is a professional managed organization of Samruddhi Group.

We hereby would like to introduce ourselves as custom Plastic product makers

specializing in agricultural, house hold articles, established in 1995. The main mission

of the company is to improve its products and services to satisfy the needs of its internal& external Customers & Suppliers better and better and will deliver to them on time

and every time defect free domestic & industrial plastic products.

Legal Structure

Since our business has been launched, its trade under the name of SAMRUDDHI

INDUSTRIES LTD instituted. Company registered under companies Act 1956.

Incorporation Certificate No. NO.11-68458 Date: 8th September 1992.


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Strength

New ProductIn the year 1999, Mr. Ramakant Malu personally invented the new product

Ghamela and successfully launched in the market and other range of products,which got ground success in the market. It features lightweight, easy to handle,

multi-Colour, sturdy, and unbreakable.

Product UseSAMRUDDHI "Ghamela" useful for Milk producer. At present Iron Ghamela is

Headache due to rusting and rusted Ghamelas are not advisable for Cattle feed. We

have introduced this plastic Ghamela looking towards Cattle health, Labour

Efficiency & Long Life. Though it is little bit costlier, but performance-wise, it ishelpful for a better working condition. It has three times more life than traditional

iron Ghamelas. Looking towards problems of farmers and general public of lifting

a bucket company has produced totally new concept and new design buckets,

which are becoming popular day by day.

Quality pickup of the productSamruddhi Group's main aim is to make quality product with good after-sales-

service to the end-use. Ghamela has been well accepted by many customers &

construction segments.

InnovationCompany has been innovating totally new concepts and new designs of plastic

products. Innovating new marketing policies and competitive tactics by which

company is showing good marketing track record. The company has developed

better formula or composition of raw material to increase the strength of the

product thereby increasing the life span, say more than 10 years as against 2 to 3

years of the products generally available in the market.

Market & CompetitionThere are few competitors in the market for milk pouch crate in nearby area.

However, at present there is no major competition for Company's product called

Ghamela, which is largely used by every growing construction and agriculture

fields. Therefore the demand for the products use to always exceed the supply.

The Company has penetrated in the markets available in other states like

Karnataka, Goa, Andhra Pradesh, Madhya Pradesh, Punjab, Rajasthan, Kerala,


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Hariyana, and Delhi by taking advantage of patent quality product. Wide use of

company's various products by farmers, builders, nurseries; house hold is

spreading all over on account of sturdiness of the products and increased life span.

PopularityAs per dealer response the company has appointed more than 500 dealers in

different states to support infrastructural like mobile, two wheelers, four wheelers,

computers owned by dealers and also provided by company. Company also wants

to distribute computer to the dealers to achieve the sales and operate modern

technique for fast communication and process ability. Company provides time-to-

time marketing support to improve the sales and application in different areas of

marketing. As products are lightweight, colour full and longer life, customer faith

itself proves by purchasing new products introduced by the company more and

more. This attracts the company to launch new products as per requirement and the

customer will accept such products.

Commanding PremiumAs company use best management Practices, we have confidence to control this

network very effectively. There are several companies who were engaged in

plastics, but Samruddhi offers infrastructure support, marketing support, Customer

care and quality consistency by keeping right product, right person & right place.

We are confident this will give us competitive edge and thus business will get

succeed.

Food-Grade CertificateSir,

We are introducing "Samruddhi Multipurpose Ghamela" This product is totally

Food-Grade & proven its capability through practical. (Should not to be exposed

to open atmosphere)

All "Samruddhi Products" useful for Food Processing & Manufacturing Units,

Milk product Manufacture. (Expect for some colour)

As your Organization we believe in modernized Concepts and we hope, you will

give us an opportunity to serve you better.


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Please call us to serve you better.

Thanking You.

Yours Faithfully,

For Samruddhi Industries Ltd.

Technical Head.

Clients1. Chitale Dairy, Bhilwadi.2. Gokul. Kolhapur.3. Patil Dudh Dairy P.L.Bhilwadi.4. K.M.F. (K.S.)5. Walwa Dudh, Islampur.6. AMUL India.Anand. (G.S.)7. R.N.Shetti. Hubli. E.C.C.Ltd.8. Manoja Staphtya. Pune.9. Clover Construction. Pune.10.R. S. Shetty Hubli.11.Tara Tiles, Kolhapur.12.Gannon Dunkerle. Belgaum.13.Koumuwat Builders. Pune.14.Mayur Dudh. Sangh Kolhapur.15.Dudh pandhari. Pandhari.16.Nandini Dudh. Belgum. (K.S.)17.Krishna Dudh.Vijaywada.(A.P.)18.Warna Dudh. Kolhapur.19.Ashoka Builders. Nashik.20.Rohan Construction Pune.21.Gera Construction, Pune.22.Ayodhya Builders. Kolhapur.23.Ambika Tiles, Belgaum.24.Kurtarkar Construction, Goa.25.Associated Const., Kolhapur.


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Chapter 3

THEORETICAL BACKGROUND

It takes years to retain a customer, dont loose them on account of bad quality. Therefore

QUALITY IS EVERYONES RESPONSIBILITY

Total Quality Management:

It has been realized that inspection alone cannot build quality into a product unless

quality has been designed and manufactured in to it. Therefore, quality awareness must

begin at the very conception of the product and continue during the various stages of

its development and manufacture and even during its usage, to provide feed back from

the users which is so essential for quality improvement. To distinguish this cradle to

grave concept from the traditional concept of quality control, various new terms such

as total quality control, quality assurance and the quality management have been

coined in quality control literature. The quality of products in a company is determined

by the philosophy, commitment and the quality policy of the top management and the

extent to which this policy can be in actual practice. Since this is basically a

management function, involving direction by top management and co-ordination of all

quality related activities through out the company total quality management is a

better term to describe this new concept on quality control.

TQM deals with the product in its totality. It has been recognized that quality is

determined by the combined efforts of various departments such as design,

engineering, purchase, production and inspection various activities which are specially

aimed at building quality into the production. The departments primarily responsible

for the activities as well as those having contributory responsibility are also shown

against respective. TQM is an across the company, management function which co-

ordinates and controls widespread quality activates with a view to achieving the

desired quality of the end- product. This configuration signifies the integrated quality

system covering all quality control activities during various phases of product

development. The quality cycle begins a product for its fulfillment. During the

development and manufacture of product, various departments and sections of the

company make their contribution in build sections of the company make their


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contribution in building quality in to it. The cycle ends with the user, because the final

proof of product quality comes during its service with the user. Whose satisfaction is

the ultimate aim? In this concept, quality is on longer the exclusive domain of the

inspectors. Designers, process, planners production engineer and even sales personnel

have their role to play in the achievement of the primary/quality objective, which is

maximum user satisfaction at minimum cost.

The purpose of TQM is to provide a quality product to customers, which will in turn,

increase productivity and lower cost with a higher quality product and lower price,

competitive position in the marketplace will be enhanced. This series of events will

allow the org to achieve the objective of profit and growth with greater ease. In

addition the work force will have job security, which will create a satisfying place to

work.

As previously stated, TQM requires a cultural change. This change is substantial and

will not be accomplished in a short period of time. Small organization will be able to

make the transformation much faster than large organization.

Quality Causes:

Dr. Hoseph M Jurans (Nalkanborn American) quality management philosophy

focuses on three processes.

i) Quality planningii) Quality control

iii) Quality improvementHe also provides three steps in the universal process for quality improvement

i) Analyze the symptomsii) Identify the causes

iii) And apply the remediesDr. W. Edward Deming; first American quality expert who taught Japanese managers

Quality said, total quality is a modern method of leadership by which employees are

encouraged to participate in the management decision processes. It is a process of

continuous improvement nurtured top management.


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Basic concept:

TQM is a philosophy. It enables the organization to meet the needs and rising

expectations of customers constantly. It is a strategy for survival in business. Following

are the basic requirements to implement TQM.1) Commitment and involvement of the management.2) Total focus on internal & external customers.3) Effective participation of the work force.4) Aim for continuous improvements.5) Treating suppliers as partners.6) Establish performance measures for process.7) Effective horizontal & vertical communication within the organization.

Total Quality Management.

Total = Covering all departments & employees of the entire organization andsuppliers.

Quality is degree to which a set of inherent characteristics fulfills requirements.--ISO

Quality is conformance to requirementDr. Philips Crosby Quality is conformance to specificationsBritish defense industry. Quality is fitness for the purpose for which it is designed.Dr. Juran Quality is which satisfies the consumers requirements. Management: Through management functions PORT BCDEF (Planning,

Organizing Etc.)

Quality has many parameters:

Performance (mileage) Functions (Elec. Motor working) Reliability (consistency in performance for longer period w/o breakdown) Durability (longer life) Safety of the product (while handling & use) Service after sales. Feature (enhancing product value e.g. central locking system)


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Brand image for loyalty by customers. Environmental standard.All these at a given cost.

Evolution of TQM:

Due to increasing world economy, globalization, stiff competition, immerging newtechnology and pressure on economy, the focus is on cutting the costs, improve

productivity, exceed customer satisfaction and create brand image. This requires

education, training & application at all levels of management to do business by better

methods.

Earlier there was no much emphasis for quality because competition, growth,production was low and demand was high, Till 1982 quality was still considered as

responsibility of production department. And Inspection of product was the only

measure of quality. This was due to no clear concept of Total quality.

Now due to increasing global competition, opening economy to world, technologicalinnovation, high growth, rising customer expectations, changing role of suppliers as

business partners, there is now pressure for improvement for survival. This created

awareness about the quality. Prevention of errors rather than detection, Q. C. in every

activity within the organization, Total integration and satisfying internal & external

customer became important. Quality control techniques, cost cutting measures were

implemented.

Comparison of old & new culture:

Quality element Old culture TQM

Definition Product oriented Customer oriented

Priorities Quality to service then cost All are equal

Decision making process. Short term Long term

Emphasis Detection Prevention

Responsibility Quality control &

production

Everyones responsibility

Problem solving Management Team


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Advantages of TQM:

1) Helps to improve the overall quality of product or services.2) Reduces wastages of all types, less stress and friction.3)

Create bench mark for other industries to follow.

4) Create brand image in the market to create customer loyalty.5) Improves productivity at all levels.6) Helps to cut costs and improves bottom line (profit)7) Motivation to employees through theirparticipation in quality circles.8) Improved relations with suppliers.9) Make organization more competitive in the market.10)Create quality culture for growth & longetivity.11)It provides excellent working environment.12)Higher customer satisfaction due to better handling of complaints and service.13)Prevention of defects than detection and repairs.14)Develop culture for continuous improvement.

TQM Methods:

1) Identify quality problems, analyze and find solutions.2) Establish quality measurement and assurance program in all the departments.3) Provide training to all. Create excellent working environment.4) Implement JIT in Inventory, purchase, manufacturing.5) Establish statistical process control techniques.6) TPM (Total productive maintenance) for maximum machine availability and fewer

breakdowns.

7) Use Automation techniques, CNC machines and Flexible manufacturing system.8) Synchronizing customer needs with organizational needs.9) Cut down all types of wastages.10)Implement 5 S culture (good house keeping)11)Make the design more robust, reliable and safe.12)Establish quality circles through participation of employees.13)Develop Kaizen i.e. continuous improvements at all levels.14)Use Pareto principle to decide priority of actions.15)Implement ISO 9000 & Quality Management System.


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Quality Assurance:

It is a planned & systematic actions focused on providing confidence that quality

requirements will be fulfilled. It is an organisational system by which quality product or

services are supplied to customer to his satisfaction. It is done through Assurance,Detection & Prevention. It focuses on prevention of errors, which can cause non-

conformance of product. ISO 8402 defines quality assurance related to product or service.

Quality Assurance system:

Comprises of Inspection of incoming Raw material, Process control during production

stage and Final inspection of finished goods or assembly. QMS i.e. Quality Management

System (IS/ISO 9001-2000) is also a part of Quality assurance in the various functions of

the organization.

1)Employees related quality: satisfaction, Absenteeism, Awards, Turnover, grievances,safety & health, suggestions received.

2)Operation oriented quality: Mktg., Purchase, manufacturing, Product Engg., QA,Finance.

a) Marketing: Forecast accuracy, late delivery, customer complaints, warranty claims,poor service after sales, orders cancelled, competitors evaluation, MTBF, MTTR.

etc

b) Purchase: 6R, demurrage, shortages, late supply, higher L.T., defective supply.c) Manufacturing: Rejection, utilization of resources. Target achieved, accurate

planning.

d) Product Engg: No. of changes in designs, errors in design, more time for newproduct development, Reliability, Safety of product.

e) Quality control: lots rejected, defects shown by customers, rework, cost ofinspection.

f) Accounting: incorrect entries, late payments, billing errors, costing errors,Invoices.

g) Finance: Market share, sale per employee, ROI, Risk Vs Returns.h) Human Relations; Recruits-at correct time, skill, qty, training & development,

strikes.

i) Suppliers relations: Timely delivery of quality goods, good relations.


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Quality certification system

The RAB (Registrar Accreditation Board) authorizes various qualified, experienced and

trained agencies to award ISO 9000 certificate to organizations after fulfilling all the

requirements. Basic steps are:1) Identify processes; determine criteria for assessment for quality assurance.2) Form task force: at management level, HOD level and operation level.3) Documentation includes quality policy, quality vision, quality manual, quality

objectives and documenting entire procedure in all departments & record keeping.

4) Management responsibility, create awareness, commitment for customer focus.5) Analyze existing practices, Effective quality control procedure through

measurement, analysis, continuous improvement, work instructions

6) Responsibility, authority and effective communication.7) Training to employees, create healthy & safe working conditions.8) Continuous managerial review.9) Implement quality system.10)Review documentations by internal auditors.11)Apply for registration.

Quality audit:

It is a systematic independent & documented process for obtaining audit evidence and

evaluating objectively to determine whether the stated criteria are fulfilled.

It is conducted for deciding performance, corrective steps taken or not, follows up for

noncompliance items and continuous improvement. Hence Auditor must be well trained

in audit process, examination of documents, collection of data through record,

observations, discussion/interview etc. Auditing is done for quality system,

departments, product quality and documentation. Auditing is done in 4 stages.

1) Audit notification.2) Audit conducted thru examination of documents, observations and interview.3) Verification, Compliance/Noncompliance report and summarizing the

observations.

4) Corrective actions proposed.5) Follow up and close.6)

Registration.

7) Maintain the system.


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Humanistic aspects of TQM

All employees are customers of the organisation. Hertzberg developed Human needs

of quality life in 1959. Quality system in the organisation can improve the life of

employees.

1) Physiological needs: Bonus, incentives & suggestions schemes for qualityimprovement.

2) Safety needs: Improved quality leads to job retention due to improved business.3) Esteem needs: Participation in Quality circle, respect, job satisfaction.4) Self actualization: Sharing ideas, promotions, training, self development.The quality improvement program improves the quality of employees life. Thus they

will contribute more through suggestions, participation in quality circles, loyalty to the

organisation; turnover of employees leaving the job will be less. It is proved that job

satisfaction is not opposite to job dissatisfaction.

Quality circle:

Originated in 1960 in Japan. It is a group of employees who meet at regular intervals,

discuss problems, bottlenecks & find solutions.

Methods: through

a) Process flow charts

b) Brainstorming

c) Cause of effect analysis

d) Data gathering & analyzing problem

e) ABC analysis.

It requires voluntary but active participation from employees thru creativity, idea

generation, willingness, team spirit and capacity to understand & analyze problems.

The objective is to use brain power of employees, their experience, create mutual trust,

promote team culture, motivation to employees thru their esteem.

Benefits:

1) improvement in quality.

2) better housekeeping & safety

3) Cost reduction

4) Improved communication.

5) Less grievances and improved relations with management.


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6) Develop team-working spirit.

7) Motivation to employees.

How to start: Form a voluntary team of 6-8 employees. Explain the purpose. Choose

a team leader. Identify problems and solutions thru a meeting. Recommend &

implement with support by management.

Zero defects: -

It is a management program to secure error free product. The concept is developed by

Dr. Philip B. Crosby in 1961who said Quality is free Do the job right, first time,

and every time. Do the jobs with error free work so that absolute quality assurance is

achieved at a realistic cost. We expect, accept and tolerate errors in office work but not

in personnel life. Why? Error prevention is important than error detection, because

detection costs money, preventive save money. Management to workers every one

should try to do work error-free.

1) Everyone must accept Zero defect as a challenge to our intelligence & capacity.2) Identify causes of error and eliminate these permanently. (Poke-Yoke system)3) Improve inspection procedure.4) Motivated employees show much better results. Do that.

Quality improvement team.

Kaizen is the basis for this concept. Team consists of 6-8 members drawn from various

departments having skill & knowledge. These teams will:

1)Identify areas of improvements.2)Diagnosis the cause.3)Provide remedy for the problems of quality.4)Deal with resistance to change.5)Introducing Quality management at all levels creates bets culture.6)Role of quality council, middle management, workforce and a team are important.

Kaizen:

Continuous improvement. Organisations must continuously review & change their

operation. It is concerned with following

1) Focus on value added and non value added process.


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2) MUDA: Avoid seven wastes. Overproduction, delay, transport, storage, Rework,defective parts, and defective process.

3) 5 S - good house keeping. Seiko (arrangement), Seiton (orderliness), Seiketsu(personal hygiene), Seisi (cleanup), Shitsuke (discipline).

4) Have Visual arrangement of display for clear communication.5) Use Just in Time techniques at all important functions.6) Use Poke-Yoke (Mistake proofing system).7) Quality circles and Team spirit.8) Find out reasons for low sales volume and falling market share.9) Analyse problem with product quality, reliability & delivery date.10)Investigate into large no. of complaints.11)Reliance on few and loyal customers. (Pareto principle)12)Improved industrial relations.13)Improve communication at all levels of management.14)Make Managers in touch with new technology, customer care.

Role of workers, Supervisors & management in TQM.

One of the essential part of Total quality is training in respective areas like quality

awareness, strategic quality management, problem solving methods. Employees

involvement & participation is very important for effective implementation of TQM.

This is done through:

1) Forming quality circle.2) Delegation of powers.3) Motivation thru training, suggestion scheme, incentives, recognition & rewards

etc.

4) Setting goals of production & productivity.5) Forming quality control teams.6) Creating improved & safe working conditions.7) Create better relationships with suppliers.8) Create partnership & trust and shared vision.9) Develop multiple source of supply.10)Improved selection process of suppliers thru ratings, certification system.11)Create & maintain excellent relations thru technology support, prompt payments

etc.


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12)Treat suppliers as partners in business.13)Management support in every aspect of quality improvement program thru quality

policy, developing quality culture.

Marketing aspects of TQM

The contribution of quality to marketing comes thru several means.

1) Increasing market share.

2) Getting higher prices.

3) Achieving economic sales thru increased production.

4) Achieving competitive advantage thru loyalty.

There are many quality factors important for customers.

Before Purchase (Brand, friends opinion, advertised price, no. of years in businessetc),

At the time of purchase ( dealing by salesman, service support, discount etc) and After purchase (quality, handling & use, reliability, comparative performance).

Quality activities in marketing function:

a) Launching a new product after field tests and market testing.b) Product advertising to persuade customers. Informing quality achievements.c) Helping customers to select product from product mix as per their requirements.d) Preparing sales contract with total information to customer including warranty.e) Proper packaging, storing and transportation to customer.f) Installation, explaining features, working of product, Handling, safety and training.g) Providing after sales service promptly in case of complaints.h) Planning higher sales target thru such delighted customers.

Satisfaction must be viewed relative to competition and beyond the specifications. It is

proved that business with better quality can achieve higher market share than by reducing

the prices. Improved quality has better effect on profitability than cutting cost because

customers are ready to pay still more for quality product.

What customers expect from Marketing?

1) Consistency in performance. ( of basic function)2) Safety and reliability in product ( Vacuum cleaner, Toaster)3) Warranty (written assurance) about the quality.


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4) Fast & dependable delivery.5) High performance product. ( Car, Audio equipments)6) Introduce new designs & new features quickly.( Mobile phones)7) Offer broad product range for choice of customers ( TV)8) Satisfactory after sales service, attending customers complaints quickly.9) Advertise/ promote/ educate customer about product use.10)Broad distribution and service network.11)Create competitive bench mark in the market.12)Improve level of satisfaction of customer, i.e. satisfying basic function of product,

exceeding their expectations and delightment & joy.

Examples of quality measurement in Marketing: Forecast accuracy, late delivery,

customer complaints, warranty claims, poor service after sales, orders cancelled,

competitors evaluation, MTBF, MTTR. Etc

Total quality in service.

Customer service is the set of activities an organization used to win and retain customers.

Elements of customer services are:

1) Identify customers needs; translate into requirements and document these.2) Customer care by listening, delivering, responding to complaints and satisfaction.3) Effective communication at all levels of service.4) Well trained and best front line people.5) Delegate authority to them to take decisions. (Customers can not wait.)6) Obtain feed back from customers about quality of service.7) Providing effective leadership and support.8) Make every effort for customer retention more than customer satisfaction.

Total quality & safety.

The responsibility of manufacturer is to provide safe products to customer. The

manufacturer is liable for any injury or damage caused by a product. Prevention of causes

should be eliminated in following ways:

1) Upper management level: Create policy, awareness at all levels, continuous efforts.2) Product design: in built safety designs, testing & evaluating methods.


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3) Inspection: Set methods and testing the product in different conditions.Documenting.

4) Marketing: Provide warning labels, supply installation & safety care information tocustomer, Emphasis safety through education.

5) Handling carefully customer complaints, provide immediate service, feedback todesign.

Safety analysis includes hazards (Potential of injury), in built safety characteristics, fault

free analysis, field testing. Etc. Industrial injury rates are specified as lost time accidents

per million labour hours.

Six sigma.

It is first used by Motorola USA. Sigma () is a Greek letter for Standard Deviation. It

is ability to produce nearly defect free parts (3.4 ppm). It is a zero defects concept. It

is a product reliability improvement that finds & eliminates causes of mistakes or

defects. It is action oriented, focuses on customer, and minimizes defects.

Commitment by management to down line and participation is important.

1) Human aspect: Customer focused, Team working spirit, Quality culture,Leadership qualities, Motivation & Training etc.

2) Process aspect: Process control & Process improvement, Quantitative measures,Reducing the wastages, TPM, JIT approach in purchase, inventory and

manufacturing etc.

Six sigma has DMAIC approach. Define, Measure, Analyze, Improve and Control.

Six Sigma TQM

It is scientific in nature Provides broad guideline for management.

Cost, time and waste directed It is quality focused

3.4 parts per million(PPM) Emphasizes minimum acceptable standard


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LIST OF MACHINES AT SAMRUDDHI INDUSTRIES LIMITED

(1) Injection moulding machine no.1(2) Injection moulding machine no.2(3)

Injection moulding machine no.3

(4) Injection moulding machine no.4(5) Injection moulding machine no.5(6) Injection moulding machine no.6(7) Electrostatic oil cleaning machine(8) Lathe machine(9) Radial drilling machine(10) Foil charging machine(11) Welding machine(12) Hot stamping machine(13) Compressor reciprocating(14) Scrap cutting machine(15) Scrap grining machine(16) Hand drilling machine(17) Mould polishing machine(18) Bench grinder machine (0.5hp)(19) Bench grinder machine(0.75hp)(20) Strapping machine(21) Shrink pack machine(22) Bag stiching machine (7 nos.)

UTILISATION OF MACHINES AT SAMRUDDHI INDUSTRIES LIMITED

MACHINE UTILISATION (Out of 144 hrs.)

(1) Injection moulding machine no.1(2) Injection moulding machine no.2(3) Injection moulding machine no.3(4) Injection moulding machine no.4(5) Injection moulding machine no.5(6) Injection moulding machine no.6

144

144

144

144

144

144


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(7) Electrostatic oil cleaning machine(8) Lathe machine(9) Radial drilling machine(10)Foil charging machine(11)Welding machine(12)Hot stamping machine(13)Compressor reciprocating(14)Scrap cutting machine(15)Scrap grining machine(16)Hand drilling machine(17)Mould polishing machine(18)Bench grinder machine (0.5hp)(19)Bench grinder machine(0.75hp)(20)Strapping machine(21)Shrink pack machine

As per requirement

As per requirement

As per requirement

As per requirement

144

144

144

144

144

144

144

144

144

144

144

Inward inspection of raw material at Samruddhi Industries Limited

Following things are recorded on inspection report

[1] Department

[2] Material name

[3] Supplier name

[4] Destination of supplier

[5] Invoice no.

[6] Date

[7] Inward quantity

[8] Sample size

[9] Grade /batch no.

Checking details:

[A] Visual inspection

It includes inspection or checking of

1. Grade2. Batch no.


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3. Moisture content

[B] Property checks (if any)

Such as melt flow index

[C] Packaging and labeling verification

It includes inspection or checking of

1. packing type2. quantity in packing3. packing condition

[D] Other

Observations.

It indicates that, there is systematic inward inspection plan in Samruddhi Industries

Limited.

In process inspection standard:

There are some defect codes assigned to various defects in Samruddhi Industries Limited

that are recorded in the format

Defect code defect location (drawing)

------- --------

------- --------

Defect codes:

Code no. Specification

1 Silver mark

2 Spray mark

3 Scratch

4 Stress mark

5 Sink mark

6 Shrinkage

7 Short molding

8 Weld line


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9 Oil mark

10 Crack

11 Flow

12 Flash13 Mixing mark

14 Black spot

15 Bubble

16 Color shade

17 Get point

18 Burr

19 White spot20 Warpage

21 Air trapped

22 Proper assembly

PREVENTIVE MAINTENANCE

(I)DAILY CHECK PLAN Clean the machine externally. Check all safety features provided. Lubricate tie bars at the start of every shift and regularly at 2 hours by hand

operation or auto lubrication.

Grease out parts where grease nipple are provided. Check oil level of the tank top up necessary. Check oil level of thrust unit top up necessary. Check oil temperature, it should not be exceeds 55C. Check heater led or heater working properly. Check that nuts on tailstock plate are fully tightened. Check oil leakage at any hydraulic line and rectify it.

(II)WEEKLY CHECK PLAN Check for oil leakages and rectify wherever necessary.


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Check lubrication system for fracture of pipes or leakage through fittings. Clean guide rods of injection unit and lubricate well. All oil tank covers should be firmly fixed in position. Check for any loose connections on machine elements and tighten if required. Check water cooling system for leaks. Remove and clean filter. Care should be taken while cleaning the filter not to

damage the wire mesh.

Check O ring of the filter flange.

Monthly check plan

[1] Contact points of contractor should be checked.

[2] Check heater circuit by checking each zone individually.

[3] Check functioning of limit switch.

[4] Check main electrical cabinet for any loose connections.

[5] Check earthing of main electrical cabinet and the machine.

[6] Check tightness of solenoid cover screws.

[7] Check tightness of contracts of contractors mounting screws.

Half yearly check plan

1) Clean oil cooler tubes by 2-5% nitric acid solution. Clean with nylon soft brush.2) Check all tie bar nuts for tightness.3) Remove oil from the oil tank. Clean the tank and fill it after filtering the oil. Also

clean the prefill tank

4) Clean air breather fitted on p-refill tanks.From the above schedule, it indicates that Samruddhi Industries Limited gives

importance to maintenance of machines for the quality of the product.

HOUSE KEEPING AT SAMRUDDHI INDUSTRIES LIMITED

Samruddhi Industries Limited implements 5s of good house keeping.

[1] Seiri OR Structurise

Take out unnecessary items.

[2] Seiton OR Systematise


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Arrange necessary items in proper order.

[3] Seiso OR Sanitise

Clean your workplace completely.

[4] Seikestu OR Standardise

Maintain a high standard of house keeping.

[5] Shitsuke OR Self-discipline

Train people to follow good house keeping independently.

Diagram below demonstrates the foundational pillars of TQM:


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Chapter 4

Data Analysis and Presentation

TABLE NO.1

Que. 1. Do you have formal discussion with your group member regarding quality?

Sr.no. Employees opinion No. of employees Percentage (%)

1 Yes 5 71.42

2 No 2 28.58

Total 7 100

Graphical Representation :

Discussion with your group member regarding

quality

71%

29%

Yes

No

Interpretation :

It indicates that 71.42% of employees have formal discussion with group

members regarding quality and 28.58% are not having formal discussion with

group members regarding quality.

It implies that there is formal discussion between group members in Samruddhi

Industries Limited regarding quality.


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TABLE NO.2

Que. 2. Is the organization involves you in decision making process?


1 Yes 6 85.71

2 No 1 14.29

Total 7 100


Organization involves you in decision making

process

86%

14%

Yes

No

Interpretation :

It indicates that 85.71% of employees are involved in decision making process

and 14.29% are not.

It implies that Samruddhi Industries Limited involves its employees in decision

making process.


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TABLE NO.3

Que. 3. Do you think that there is effective communication between you and

management?


1 Yes 7 100

2 No 0 0

Total 7 100


Effective communication between you andmanagement

0

20

40

60

80

100

120

Yes No

Interpretation:

It indicates that 100% of employees have effective communication with

management.

It implies that there is effective communication between employees &

management in Samruddhi Industries Limited.


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TABLE NO. 4

Que. 4. Do you agree that Samruddhi Industries limited is implementing quality

control techniques effectively?


1 Agree 7 100

2 Disagree 0 0

3 Cant say 0 0

Total 7 100


Implementing quality control techniques

effectively

0

20

40

60

80

100

120

Agree Disagree Cant say

Interpretation :

It indicates that 100% employees feel that that Samruddhi Industries limited is

implementing quality control techniques effectively. It implies that Samruddhi

Industries Limited is implimenting quality control techniques effectively.


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TABLE NO.5

Que. 5. When company wants to launch new products, what is your suggestion?


1 Effective communication 1 14.28

2 Maintain quality at low price 4 57.16

3 New design 1 14.28

4 Other comment 1 14.28

Total 7 100


0

10

20

30

40

50

60

P

ercentage

Effective

communication

Maintain quality

at low price

New design Other comment

Opinion

Company wants to launch new products

Interpretation :

It indicates that, when company wants to launch new products 14.28% employees

say that, there should be effective communication, 57.16% say that maintain

quality at low price, 14.28% say that, there should be new design & 14.28% of

employees have other comments.


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TABLE NO.6

Que. 6. Which feature of Samruddhi products motivates you?


1 Color 0 0

2 Size 0 0

3 Durability 7 100

Total 7 100


Samruddhi products motivates you

0

20

40

60

80

100

120

Colour Size Durability

Opinion

Percentage

Interpretation :

It indicates that 100% of employees are motivated by the durability of Samruddhi

products. It implies that durability of the products is the main feature which

motivates employees in Samruddhi Industries Limited.


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TABLE NO.7

Que. 7. Individually do you think that you are responsible for the quality of the

product?


1 Yes 7 100

2 No 0 0

Total 7 100

Graphical Representation:

Responsible for the quality of the product

0

20

40

60

80

100

120

Yes No

Opinion

Percentage

Interpretation :

It indicates that 100% of employees feel that they are responsible for the quality

of the product.


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TABLE NO.8

Que. 8. What do you feel regarding the quality of product that, quality is

responsibility of


1 Production department 2 28.58

2 HR department 0 0

3 everyones 5 71.42

Total 7 100

Graphical Representation:

Regarding the quality of product

0

10

20

30

40

50

60

70

80

Production department HR department everyones

Opinion

Percentage

Interpretation :

It indicates that 71.42% of employees feel that, quality is responsibility of

everyones whereas 28.58% feel that, quality is responsibility of Production

department. It implies that Majority of the employees feels that quality is

everyones responsibility & some of them feels that quality is responsibility of

production department.


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TABLE NO.9

Que. 9. What do you think that, quality should be


1 Product oriented 3 42.85

2 Customer oriented 4 57.15

Total 7 100


0

10

20

30

40

50

60

Percentage

Product oriented Customer orientedOpinion

Think that quality

Interpretation :

It indicates that 42.85% of employees says that quality should be product oriented,

whereas 57.15% of employees says that quality should be customer oriented.

TABLE NO.10

Que. 10. In quality management, emphasis should be given to


1 Detection 4 57.15

2 Prevention 3 42.85

Total 7 100


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0

10

20

30

40

50

60

Percentage

Detection PreventionOpinion

Quality management, emphasis

Interpretation :

It indicates that 57.15% of employees say that in quality management, emphasis

should be given to detection, whereas 42.85% say that in quality management,

emphasis should be given to prevention.

It implies that majority of employees thinks that in quality management

emphasis should be given to detection & some of them thinks that emphasis

should be given to prevention.

TABLE NO.11

Que. 11. Personally what do you think that, problem solving responsibility of

employee ?


1 Management 1 14.29

2 Team work 6 85.71

Total 7 100


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0

10

20

30

4050

60

7080

90

Percentage

Management Team workOpinion

Problem solving responsibility

Interpretation :

It indicates that 14.29% of employees say that, problem solving is the

responsibility of management whereas 85.71% say, it is a team work.

It implies that employees feels that problem solving is a team work while

some of think that it is responsibility of management.


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Chapter 5

FINDINGS AND SUGGESTIONS

FINDINGS:

There is formal discussion between group members in Samruddhi IndustriesLimited regarding quality.

Samruddhi Industries Limited involves its employees in decision makingprocess.

There is effective communication between employees & management inSamruddhi Industries Limited.

Samruddhi Industries Limited is implimenting quality control techniqueseffectively.

Durability of the products is the main features which motivates employees inSamruddhi Industries Limited.

Employees in Samruddhi Industries Limited individually think that they areresponsible for the quality of the product.

Majority of the employees feels that quality is everyones responsibility &some of them feels that quality is responsibility of production department.

Majority of employees thinks that in quality management emphasis should begiven to detection & some of them thinks that emphasis should be given to

prevention.

Employees feels that problem solving is a team work while some of think thatit is responsibility of management.

Majority of employees suggest that there should be new design whencompany wants to launch new products while some employees suggest that

maintain quality at low price.


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SUGGESTIONS

For customers or other company related persons such as sales representatives,suppliers or other visitors, it is necessary to have a direction board showing

the way to Samruddhi Industries Limited. At least it should be from Menon &

Piston Chowk.

There should be formal discussion between members within the departmentand outside the department.

In the decision making process, organization should involve all theemployees, as there may be a hidden idea or opportunity for the

organization.

Employees of Samruddhi Industries Limited have to keep the practice ofeffective communication with management.

Samruddhi Industries Limited have to maintain the way of launching newproduct with new design and should produce as per the needs of customersonly.

Still some employees think that quality is the responsibility of productiondepartment only, organization should make them feel that quality is

everyones responsibility.

Employees of Samruddhi Industries Limited should have to feel that, qualityshould be customer oriented and not the product oriented.

Employees in Samruddhi Industries Limited have to give more emphasis onprevention than detection, as prevention is better than cure.

Each employee in Samruddhi Industries Limited should think that, problemsolving is not only the responsibility of management, but it is a team work.


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CONCLUSION:

The primary objective of total quality management is Maximum user satisfaction at

minimum cost. We are introducing "Samruddhi Multipurpose Ghamela" This

product is totally Food-Grade & proven its capability through practical. All

"Samruddhi Products" useful for Food Processing & Manufacturing Units, Milk

product Manufacture.

It indicates that, there is systematic inward inspection plan in Samruddhi Industries

Limited.All the aspects of the total quality management are proven by Samruddhi

Industries.This organization can apply for ISO certification.There is continous

improvement in organization.TQM is implemented in all the departments.


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QUESTIONNAIRE

NAME: _________________________________________________________

GENDER: _____

DESIGNATION: _________________________________________________

Que. 1. Do you have formal discussion with your group member regarding quality?

1. Yes 2. No

Que. 2. Is the organization involves you in decision making process?

1. Yes 2. No

Que. 3. Do you think that there is effective communication between you and

management?

1. Yes 2. No

Que. 4. Do you agree that Samruddhi Industries limited is implementing quality

control techniques effectively?

1. Agree 2. Disagree 3. Cant say

Que. 5. When company wants to launch new products, what is your suggestion?

1. Effective communication 2. Maintain quality at low price

3. New design 4. Other comment

Que. 6. Which feature of Samruddhi products motivates you?

1. Color 2. Size 3. Durability


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Que. 7. Individually do you think that you are responsible for the quality of the

product?

1. Yes 2. No

Que. 8 . What do you feel regarding the quality of product that, quality is

responsibility of

1. Production department 2. HR department 3. Everyones

Que. 9. What do you think that, quality should be

1. Product oriented 2. Customer oriented

Que. 10. In quality management, emphasis should be given to

1. Detection 2. Prevention

Que. 11. Personally what do you think that, problem solving responsibility of

1. Management 2. Team work


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BIBLIOGRAPHY

Statistical Quality Control- R. C. Gupta

www.samruddhi.com Total Quality Control: Armond V. Fiegenbaum Quality management books in Sikkim manipal university.

samrudhi_TQM

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