CHAPTER -1

INTRODUCTION
CHAPTER

DESCRIPTION

PAGE NO

NO.
1.1

BACKGROUD OF THE STUDY

1.2

CONCEPTUAL FRAMEWORK

1.3

PRINCIPLES OF TQM

1.4

APPROCHES OF TQM

11

1.5

GOAL OF TQM

12

1.6

BASIC TENTS OF TQM

12

1.7

CHARACTERISTICS OF EFFECTIVE TQM

13

1.8

ADVANTAGE OF TQM

13

1.9

DEMINGS 14 PRINCIPLE

14

1.10

LEVEL OF TQM

17

1.11

TQM PRACTICES IN THE ORGANISATION

18

1.12

USE OF QUALITY TOOLS

23

1.13

CRITICAL SUCCESS FACTOR

24

1.14

COMPANY PROFILE

26

1.15

INDUSTRY PROFILE

31

1.16

NEED OF THE STUDY

38

1.17

SCOPE OF THE STUDY

38

1.18

CHAPTERIZATION

37

1.19

SUMMARY OF THE CHAPTER

38

CHAPTER -2
REVIEW OF LITERATURE

CHAPTER

DESCRIPTION

PAGE NO.

2.1

INTROUDCUTION

42

2.2

INTERNATIONAL STUDIES

42

2.3

INDIAN STUDIES

72

2.4

SUMMARY OF THIS CHAPTER

84

NO.

LIST OF TABLES

SI.N
O

TABLE NAME

PG. NO

99
RESPONDENTS AGE WISE CATEGORY
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

100

DESIGNATION OF THE EMPLOYEE

EXPERIENCE OF THE RESPONDENTS

101
102

ACCEPTANCE OF TQM AS A MANAGEMENT PHILOSOPHY

103

KNOWLEDGE OF COMPANYS MISSION AND BUSINESS

104

OBJECTIVE
STAFF INVOLVEMENT IN QUALITY IMPROVEMENT

105

7
8

ACTIVITIES
ALLOCATION OF SUFFICIENT RESOURCES
COMMITMENT OF TOP MANAGEMENT IN TQM

106
107

9
10
11

PROGRAME
FOCUS ON CUSTOMER SATISFACTION
IMPROVEMENT IN CUSTOMER SATISFACTION
DECREASE IN DEFECTS AND ERRORS IN CUSTOMER

108
109
110

12

SERVICES/ PRODUCTS
DEGREE OF USING CUSTOMER FEEDBACK IN QUALITY

111

13
14
15

IMPROVEMENT
SELECTION OF SUPPLIERS
INSPECTION OF INCOMING QUALITY IN THE COMPANY
INVOLEMENT OF SUPPLIERS IN QUALITY

112
113
114

16
17

DEVELOPMENT PROCESS
COLLOBORATION WITH SUPPLIER

115

2
3
4
5
6

SI.N

TABLE NAME

PG.NO

O
18
19
20

UPDATE OF KNOWLEDGE
WORK SKILL TRAINING
TRAINING IN PROBLEM IDENTIFICATION AND SOLVING

116
117
118

21

SKILL
TQM AS STATEGIC WEAPON TO GAIN COMEPTITIVE

119

22
23

ADVANTAGE
CLEAR WORK INSTRUCTION
CONTINOUS WORK PROCESS AT VARUOUS LEVELS

120
121

24
25
26

CONTINOUS IMPROVEMENT AS LONG TERM STRATEGY

USE OF QUALITY TOOLS AND TECHNIQUES
MOTIVATION OF EMOPLYEE TO PARITCIPATE IN

122
123
124

27
28

QUALITY IMPROVEMENT
ELIMATION OF COMMUNICATION BARRIER
REGULAR MONITOR OF EFFICIENCY AND

125
126

29
30

EFFECTIVENESS EMPLOYEE
OVERALL EFFECTIVENESS OF COMMUNICATION
EFFECTIVENESS OF TOP-DOWN, BOTTOM UP AND

127
128

31

HORIZONTAL COMMUNICATION
AWARENESS ON CAUSE AND EFFECT DIAGRAME

129

32
33
34
35
36

MEMBERS INVOLVEMENT IN QUALITY

DEGREE TO EXPRESS VIEW, CRITICISM AND FEEDBACK
EMPLOYEE TRUST EACH OTHER AND WORK AS TEAM
REWARDS, RECOGNITON AND ENCOURAGEMENT
EFFECTIVENESS OF GRIEVENCE REDRESEL OF THE

130
131
132
133
134

COMPANY
37

MEASURING THE QUALITY OF THE SERVICE

38

135
136

ROLE OF QUALITY MANAGEMENT IN SUCCESS

39
40
41

QUALITY INFORMATION SYSTEM

REGUALAR UPDATE OF INFORMATION
FEEL TO WORK IN THE ORGANISATION

137
138
139

CHAPTER-3
RESEARCH METHODOLOGY

S.NO.

CONTENTS

PAGE NO.

3.1

INTRODUCTION

85

3.2

STATEMENT OF THE PROBLEM

86

3.3

OBJECTIVES OF THE STUDY

87

3.4

VARIABLES

87

3.5

HYPOTHESIS

89

3.6

OPERATIONAL DEFINITIONS

89

3.7

RESEARCH DESIGN

90

3.8

SAMPLE DESIGN

90

3.9

TOOLS USED FOR DATA COLLECTION

91

3.10

DATA COLLECTION METHOD

3.11

STATISTICAL TOOLS USED

92

3.12

LIMITATION OF THE STUDY

95

3.13

SUMMARY

95

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

S.NO.

CONTENTS

4.1

INTRODUCTION

4.2
REALIABLITY ANALYSIS
4.3
PERCENTAGE ANALYSIS
4.4
STATISTICAL ANALYSIS

PAGE NO.

4.5
SUMMARY

LIST OF CHARTS

SI.N
O

CHART NAME

PG. NO

RESPONDENTS AGE WISE CATEGORY

EDUCATIONAL QUALIFICATION OF THE

99

2
3

RESPONDENTS
DESIGNATION OF THE EMPLOYEE

100
101

EXPERIENCE OF THE RESPONDENTS

ACCEPTANCE OF TQM AS A MANAGEMENT

102

PHILOSOPHY
KNOWLEDGE OF COMPANYS MISSION AND BUSINESS

103

6
7

OBJECTIVE
STAFF INVOLVEMENT IN QUALITY IMPROVEMENT

104
105

ACTIVITIES
ALLOCATION OF SUFFICIENT RESOURCES
COMMITMENT OF TOP MANAGEMENT IN TQM

106

9
10
11

PROGRAME
FOCUS ON CUSTOMER SATISFACTION
IMPROVEMENT IN CUSTOMER SATISFACTION
DECREASE IN DEFECTS AND ERRORS IN CUSTOMER

107
108
109

12

SERVICES/ PRODUCTS
DEGREE OF USING CUSTOMER FEEDBACK IN

110

13
14

QUALITY IMPROVEMENT
SELECTION OF SUPPLIERS
INSPECTION OF INCOMING QUALITY IN THE

111
112

15

COMPANY
INVOLEMENT OF SUPPLIERS IN QUALITY

113

16

DEVELOPMENT PROCESS

114

17
18
19

COLLOBORATION WITH SUPPLIER

UPDATE OF KNOWLEDGE
WORK SKILL TRAINING
TRAINING IN PROBLEM IDENTIFICATION AND

115
116
117

20

SOLVING SKILL
TQM AS STATEGIC WEAPON TO GAIN COMEPTITIVE

118

21
22
23

ADVANTAGE
CLEAR WORK INSTRUCTION
CONTINOUS WORK PROCESS AT VARUOUS LEVELS
CONTINOUS IMPROVEMENT AS LONG TERM

119
120
121

24
25

STRATEGY
USE OF QUALITY TOOLS AND TECHNIQUES
MOTIVATION OF EMOPLYEE TO PARITCIPATE IN

122
123

26
27

QUALITY IMPROVEMENT
ELIMATION OF COMMUNICATION BARRIER
REGULAR MONITOR OF EFFICIENCY AND

124
125

29
30

EFFECTIVENESS EMPLOYEE
OVERALL EFFECTIVENESS OF COMMUNICATION
EFFECTIVENESS OF TOP-DOWN, BOTTOM UP AND

126
127

31

HORIZONTAL COMMUNICATION

128

31
32

AWARENESS ON CAUSE AND EFFECT DIAGRAME

MEMBERS INVOLVEMENT IN QUALITY

129
130

DEGREE TO EXPRESS VIEW, CRITICISM AND

33

FEEDBACK
EMPLOYEE TRUST EACH OTHER AND WORK AS

131

34
35

TEAM
REWARDS, RECOGNITON AND ENCOURAGEMENT
EFFECTIVENESS OF GRIEVENCE REDRESEL OF THE

132
133

36
37

COMPANY

134

MEASURING THE QUALITY OF THE SERVICE

135

ROLE OF QUALITY MANAGEMENT IN SUCCESS

QUALITY INFORMATION SYSTEM
REGUALAR UPDATE OF INFORMATION
FEEL TO WORK IN THE ORGANISATION

136
137
138
139

38
39
40
41

TABLE NO. 4.2.1

RELIABILITY STATISTICS
Cronbach's Alpha
0.959

Mean
152.0364

No. of Items
37

No. of Employees
220

Scale Statistics
Variance
S.D
493.140
22.20676

N of Items
37

ITEMS STATISTICS
ITEMS
Acceptance Of TQM As a Management
Philosophy
Knowledge Of Companys Mission and
Business Objective
Staff Involvement in Quality Improvement
Activities
Allocation Of Sufficient Resources
Commitment of Top Management In TQM
Program
Focus On Customer Satisfaction
Improvement In Customer Satisfaction
Decrease in Defects and Errors in Customer
Services/ Products
Degree of Using Customer Feedback in
Quality Improvement
Selection of suppliers
Inspection Of Incoming Quality In The
Company
Involvement of Suppliers in Quality
Development Process
Collaboration With Supplier

MEAN

S.D

NO

4.5727

.68191

220

4.5636

.66932

220

4.1091

1.21892

220

4.3545

.82856

220

4.3727

.92513

220

4.8818
4.9545

.32356
.20877

220
220

4.7727

.51744

220

4.8409

.50310

220

4.6545

.64015

220

4.2136

1.11232

220

3.7773

1.35499

220

4.3136

.91001

220

Update Of Knowledge
Work skill Training
Training In problem identification and
solving skill
TQM as Strategic Weapon To Gain
Competitive Advantage
Clear Work Instruction
Continuous Work Process At Various Levels
Continuous Improvement a As Long Term
Strategy
Use Of Quality Tools and Techniques
Motivation of Employee To Participate In

4.1955
4.1273

.95228
1.13161

220
220

3.6136

1.35174

220

4.7364

.56822

220

4.5636
4.0136

.72813
1.04894

220
220

3.7182

1.25427

220

4.2136

1.02694

220

Quality Improvement
Elimination of communication barrier
Regular monitor of efficiency and

4.1136

1.12700

220

4.1045

1.13997

220

effectiveness employee
Overall Effectiveness Of Communication
Effectiveness Of Top-Down, Bottom Up

4.8636

.34396

220

3.5864

1.31614

220

4.4909

.81924

220

3.2318
4.7727

1.26991
.55983

220
220

3.5727

1.20849

220

4.7727
4.5818

.51744
.78084

220
220

2.22527

220

.65774
.45785
.45522
.00000
.54095

220
220
220
220
220

and Horizontal Communication

Awareness on Cause and Effect Diagram
members involvement in quality
Degree To Express View, Criticism And
Feedback
Employee trust each other and work as team
Rewards, Recognition and Encouragement
Effectiveness of Grievance Redressed Of
The Company
Measuring The Quality Of The Service
Role Of Quality Management in Success
Quality Information System
Regular Update Of Information
Feel To Work In The Organisation

INFERENCE:

4.0500
2.7545
2.8636
2.8909
3.0000
2.8227

The Cronbachs Alpha is 0.959. Which means the instrument (Questionnaire) is

highly reliable and internally consistent.

ACKNOWLEDGEMENT
My sincere and profound thanks to my research guide, Dr. V.P Matheswaran, Ph.D., for his
guidance, patience and advice, without which the completion of the study was next to
impossible.
I also avail this opportunity to thank all the faculty members who have helped me through the
study answering all my queries.
I would like to thank Mr. IYYAPPAN DGM (HR) and Mr. SIVA RAMAN AGM (QC) who
permitted me to do the data collection in Myung Sung India Precision PVT LMT.
I am indebted to thank all the respondents for their kind co-operation without which this study
would not have been possible.

Last but not the least; I would like to thank my parents and friends for their constant support and
everybody who have either directly or indirectly contributed to this study.

S.HEMALAKSHMI

LIST OF ABBREVATION
SI. NO
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

ABBREVATION
TQM- TOTAL QUALITY MANAGEMENT
SQM- SUPPLIER QUALITY MANAGEMENT
TPM-TOTALPRODUCTIVITY MANAGEMENT
CSF- CRITICAL SUCCESS FACTOR
MNC- MULTINATIONAL COMPANY
GDP- GROSS DOMESTIC PRODUCT
CAF-CORPORATE AVERAGE FUEL ECONOMY
OEM-ORIGINAL EQUIPMENT MANUFACTURAR
SME- SMALL MEDIUM ENTERPRISE
SEM- STRUCTURAL EQUATION MODELING
MFI- MICRO FINACE INSTITUTION
SPSS- STATISTICAL PACKAGE FOR SOCIAL SCIENCE
MMPW - MINISTRY OF MUNICIPALITIES AND PUBLIC
WORK
QM- QUALITY MANAGEMENT
ICT- INFORMATION AND COMMUNICATION
TECHNOLOGY

16
17
18
19
20

QMS - QUALITY MANAGEMENT SYSTEM.

EDA - EXPLORATORY DATA ANALYSIS
CDA- CONFIRMATORY DATA ANALYSIS
HSC- HIGHER SECONDARY SCHOOL
B.E BACHALER OF ENGINEERING