Tqm in Courier Companies in India

7/28/2019 Tqm in Courier Companies in India

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A RESEARCH PROPOSAL

ON

TQM IN COURIER

COMPANIES IN INDIA

SUBMITTED BY-

Mark


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TQM IN COURIER COMPANIES IN INDIA

EXECUTIVE SUMMARY

Total Quality Management or TQM is an integrative management philosophy aimed at

continuously improving the performance of products, processes and services to achieve

and surpass customer expectations. It was a management approach originally

developed for improving manufacturing. However, it has recently shown its significance

in service industries for improving the quality of service and customer satisfaction which

has resulted in increased competitive advantage.

One of the service industries that have already joined the TQM bandwagon is

the shipping sector. Certain courier companies such as Federal Express Corporation

(FedEx), the United Parcel Service (UPS) and US Postal Service (USPS) already

applied the principles of TQM in their operations (as in 2003). They have shifted from

efficiency to quality in order to remain competitive in changing environment of the global

shipping industry where customer service seems to have become an imperative.

But the implementation of TQM is not as easy as one two three. Effective

implementation of the management principle requires participation of every employee

including top management and middle management. Initiating it requires introducing theprinciple clearly into every employee in the company. Then, after being aware,

participation should be enforced. This stage can be considered as the hardest among

other stages in TQM application. Thus, employee empowerment seems to be one of

the ways in ensuring that employees have the will to participate, not just in TQM, but on

every new management programs to be adopted. Basically, it can be said that the

performance of the employee is determined by satisfaction. Satisfaction empowers or

enhances responses.

This can be further illustrated in the model :-

(Q + R) X S = P

It means to express that the combination ofqual i ty and responseenhanced by

satisfaction could lead to per formance. This model will be related to certain facts

about TQM, as well as employee empowerment, and the courier industry in India.


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RESEARCH PROBLEMThis study will explore the implementation of Total Quality Management on

Indian Shipping companies and will try to identify if TQM help empower employees. The

research problem was derived from the model (Q + R) X S = P., which means toexpress that the combination of quality and response enhanced by satisfaction couldlead to performance.

The company that will be investigated is First Flight Courier, a courier company that isbased in India and is Indias largest domestic courier company.

930 First Flight Offices across India

2208 Authorized Collection Centers

452 Franchisee Locations

Serving over 5000 Pin code Destinations across India

Dedicated Workforce of over 10000 plus employees

Strategically located 8 own International Offices

Serving over 220 countries globally

RESEARCH QUESTIONSThe following research questions will be explored in the study:

1. Are employees in First Flight Courier empowered because of qualitymanagement?

2. What motivates the employees of First Flight Courier?3. What are the other focus of TQM in First Flight Courier aside from employee

performance and satisfaction?4. What are the advantages of TQM implementation in the company?5. What are the disadvantages of TQM implementation?


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RESEARCH OBJECTIVESThe main aim of the study is to explore the impact of TQM implementation on

employee motivation. This will be explored in First Flight Courier in India. The following

are the objectives of the study: To conduct survey and control group experiment on some of the

employees of First Flight Courier. To conduct a literature review about TQM, compile them, and identify key

results from previous studies that may help establish the conclusion of

this study. To provide insightful conclusion and recommendation.

IMPORTANCE / BENEFITS

It will improve the quality of service and customer satisfaction.

This will result in increased competitive advantage.

Direct and indirect benefits may justify the cost.

It will be having a long term effect on customer satisfaction.

RESEARCH DESIGN

DESCRIPTIVE. The research will be descriptive in nature. A descriptive

research intends to present facts concerning the nature and status of a situation, as it

exists at the time of the study. It is also concerned with relationships and practices that

exist, beliefs and processes that are ongoing, effects that are being felt, or trends that

are developing.

Based on thorough inventory of the companys internal and external processes we can

focus on areas of TQM aside from employee performance and satisfaction considering

Questions like :

WHAT, WHEN, WHERE, WHO, WHY AND HOW?

Questionnaire. A questionnaire offers the most cost effective method for securing

feedback. So it will help in knowing the reasons of employees behind joining the First

flight courierand theirmotivation factor.

In addition, such approach tries to describe present conditions, events or systems

based on the impressions or reactions of the respondents of the research.


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DATA ANALYSIS

Survey will be used to gather data. Samples will be collected through

convenience sampling.

For Results Data analysis will be done with the use of SPSS software. Visual displays

of the data will be in the form of Bar charts/ Histograms. A performance grid will identify

items needing improvement with an evaluation of priority. This will help you in knowing

better the employee behaviour and increasing the quality of work. We will provide you

with a report consisting of frequencies and category percentage for each question we

include in our questionnaire. Other analysis can be prepared on time and material

basis.

SCHEDULE1. Descriptive research.

2. Finalresearch proposal.

3. Questionnaire revision.

4. Field interview.

5. Editing and coding.

6. Data analysis

7. Report generation.

This is the schedule of the research to be done and will take approximately 2-3

months of time, to analyse and produce the result.

RESULT

1. Development and production of the survey done on the employees of the courier

company.

2. Step by step report and discussion on the methodology and Design of research.

3. Identification and analysis of areas where TQM can be applied effectively.

4. Various advantages of TQM in the company and disadvantages with possible

remedial actions if possible after proper detailed analysis.


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Tqm in Courier Companies in India

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