Samrudhi TQM

Total Quality Management with special reference to Samrudhdi Industries Pvt.Ltd.
Sangli
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. Total made up of the whole. Quality degree of excellence a product or service provides. Management act 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.
Sikkim Manipal University
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Total Quality Management with special reference to Samrudhdi Industries Pvt.Ltd.Sangli
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 Samruddhi Industries Limited MIDC Kupwad. ii) To study the consumers opinion about services provided by the Samruddhi Industries Limited MIDC Kupwad. iii) To study the employees opinion about the (TQM) implemented in Samruddhi Industries Limited MIDC Kupwad. iv) To suggest the long term and short term measures to improve quality services.
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) Interview The 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 : Sampling Method: Sample size: Sangli city ,kupwad MIDC Random sampling method 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 Limited MIDC Kupwad.
Limitations: Limitations are as follows i) The study of TQM is limited to Samruddhi Industries Limited MIDC Kupwad only. ii) TQM as such is a very large topic and covers each and every aspect of the business. 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 information from 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.
Strength
New Product In 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 Use SAMRUDDHI "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 is helpful 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 product Samruddhi Group's main aim is to make quality product with good after-salesservice to the end-use. Ghamela has been well accepted by many customers & construction segments. Innovation Company 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 & Competition There 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,
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. Popularity As 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-totime 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 Premium As 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 Certificate Sir,
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.
Please call us to serve you better.
Thanking You. Yours Faithfully, For Samruddhi Industries Ltd. Technical Head.
Clients 1. 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 coordinates 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
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 planning ii) Quality control iii) Quality improvement He also provides three steps in the universal process for quality improvement i) Analyze the symptoms ii) Identify the causes iii) And apply the remedies
Dr. 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 and suppliers. Quality is degree to which a set of inherent characteristics fulfills requirements.-ISO Quality is conformance to requirementDr. Philips Crosby Quality is conformance to specifications British 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 new technology 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, technological innovation, 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 Definition Priorities Decision making process. Emphasis Responsibility Old culture Product oriented Quality to service then cost Short term Detection Quality production Problem solving Management Team control TQM Customer oriented All are equal Long term Prevention & Everyones responsibility
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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 their participation 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.
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 nonconformance 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 new product development, Reliability, Safety of product. e) Quality control: lots rejected, defects shown by customers, rework, cost of inspection. 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, observations. 4) Corrective actions proposed. 5) Follow up and close. 6) Registration.
7) Maintain the system. Sikkim Manipal University -15-
Compliance/Noncompliance
report
and
summarizing
the
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 quality improvement. 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.
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.
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.
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 business etc), 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.
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 to customer, Emphasis safety through education. 5) Handling carefully customer complaints, provide immediate service, feedback to design. 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 It is scientific in nature Cost, time and waste directed 3.4 parts per million(PPM)
TQM Provides broad guideline for management. It is quality focused Emphasizes minimum acceptable standard
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LIST OF MACHINES AT SAMRUDDHI INDUSTRIES LIMITED

(1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12) (13) (14) (15) (16) (17) (18) (19) (20) (21) (22) Injection moulding machine no.1 Injection moulding machine no.2 Injection moulding machine no.3 Injection moulding machine no.4 Injection moulding machine no.5 Injection moulding machine no.6 Electrostatic oil cleaning machine Lathe machine Radial drilling machine Foil charging machine Welding machine Hot stamping machine Compressor reciprocating Scrap cutting machine Scrap grining machine Hand drilling machine Mould polishing machine Bench grinder machine (0.5hp) Bench grinder machine(0.75hp) Strapping machine Shrink pack machine Bag stiching machine (7 nos.)
UTILISATION OF MACHINES AT SAMRUDDHI INDUSTRIES LIMITED
MACHINE
(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
UTILISATION (Out of 144 hrs.)

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. Grade 2. Batch no.
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 type 2. quantity in packing 3. packing condition [D] Other Observations. It indicates that, there is systematic inward inspection plan Limited. in Samruddhi Industries
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 codes:
defect location (drawing) ---------------
Code no. 1 2 3 4 5 6 7 8
Specification Silver mark Spray mark Scratch Stress mark Sink mark Shrinkage Short molding Weld line
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9 10 11 12 13 14 15 16 17 18 19 20 21 22
Oil mark Crack Flow Flash Mixing mark Black spot Bubble Color shade Get point Burr White spot Warpage Air trapped 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.
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
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 1 2 Yes No Total 5 2 7 Percentage (%) 71.42 28.58 100
Graphical Representation :
Discussion with your group member regarding quality
29% Yes No 71%
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? Sr.no. Employees opinion No. of employees 1 2 Yes No Total 6 1 7 Percentage (%) 85.71 14.29 100
Organization involves you in decision making process
14%
Yes No
86%
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? Sr.no. Employees opinion No. of employees 1 2 Yes No Total 7 0 7 Percentage (%) 100 0 100
Effective communication between you and management

120 100 80 60 40 20 0 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? Sr.no. Employees opinion No. of employees 1 2 3 Agree Disagree Cant say Total 7 0 0 7 Percentage (%) 100 0 0 100
Implementing quality control techniques effectively
120 100 80 60 40 20 0 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? Sr.no. 1 2 3 4 Employees opinion Effective communication Maintain quality at low price New design Other comment Total No. of employees 1 4 1 1 7 Percentage (%) 14.28 57.16 14.28 14.28 100
Company wants to launch new products
60 50
Percentage
40 30 20 10 0
Effective communication Maintain quality at low price New design Other comment
Opinion
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? Sr.no. Employees opinion No. of employees 1 2 3 Color Size Durability Total 0 0 7 7 Percentage (%) 0 0 100 100
Samruddhi products motivates you

120 100
Percentage
80 60 40 20 0 Colour Size Opinion Durability
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? Sr.no. Employees opinion No. of employees 1 2 Yes No Total 7 0 7 Percentage (%) 100 0 100
Graphical Representation:
Responsible for the quality of the product

120 100
Percentage
80 60 40 20 0 Yes Opinion No
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 Sr.no. 1 2 3 Employees opinion Production department HR department everyones Total No. of employees 2 0 5 7 Percentage (%) 28.58 0 71.42 100
Graphical Representation:
Regarding the quality of product
80 70
Percentage
60 50 40 30 20 10 0 Production department HR department Opinion everyones
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 Sr.no. Employees opinion No. of employees 1 2 Product oriented Customer oriented Total 3 4 7 Percentage (%) 42.85 57.15 100
Think that quality
60 50
Percentage
40 30 20 10 0 Product oriented Customer oriented Opinion
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 Sr.no. Employees opinion No. of employees 1 2 Detection Prevention Total 4 3 7 Percentage (%) 57.15 42.85 100
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Quality management, emphasis
60 50
Percentage
40 30 20 10 0 Detection Opinion Prevention
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 ? Sr.no. Employees opinion No. of employees 1 2 Management Team work Total 1 6 7 Percentage (%) 14.29 85.71 100
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Problem solving responsibility
90 80 70 60 50 40 30 20 10 0 Management Opinion Team work
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.
Percentage
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Chapter 5 FINDINGS AND SUGGESTIONS FINDINGS:

There is formal discussion between group members in Samruddhi Industries Limited regarding quality. Samruddhi Industries Limited involves its employees in decision making process. There is effective communication between employees & management in Samruddhi Industries Limited. Samruddhi Industries Limited is implimenting quality control techniques effectively. Durability of the products is the main features which motivates employees in Samruddhi Industries Limited. Employees in Samruddhi Industries Limited individually think that they are responsible 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 be given 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 that it is responsibility of management. Majority of employees suggest that there should be new design when company 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 department and outside the department. In the decision making process, organization should involve all the employees, as there may be a hidden idea or opportunity for the organization. Employees of Samruddhi Industries Limited have to keep the practice of effective communication with management. Samruddhi Industries Limited have to maintain the way of launching new product with new design and should produce as per the needs of customers only. Still some employees think that quality is the responsibility of production department only, organization should make them feel that quality is everyones responsibility. Employees of Samruddhi Industries Limited should have to feel that, quality should be customer oriented and not the product oriented. Employees in Samruddhi Industries Limited have to give more emphasis on prevention than detection, as prevention is better than cure. Each employee in Samruddhi Industries Limited should think that, problem solving 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.
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Total Quality Management with special reference to Samrudhdi Industries Pvt.Ltd.

Sikkim Manipal University

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

Sikkim Manipal University

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

Sikkim Manipal University

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

Chapter 2. Organization Profile

Company Inception Background

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

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

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

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

Please call us to serve you better.

Sikkim Manipal University

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

Chapter 3 THEORETICAL BACKGROUND

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

Sikkim Manipal University

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

Effective horizontal & vertical communication within the organization.

Total Quality Management.

Quality has many parameters:

Sikkim Manipal University

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

Brand image for loyalty by customers. Environmental standard.

All these at a given cost.

Sikkim Manipal University

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

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

Quality Assurance system:

of Inspection of incoming Raw material, Process control during production

Sikkim Manipal University

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

Quality certification system

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

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

Quality improvement team.

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

Role of workers, Supervisors & management in TQM.

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

Marketing aspects of TQM

What customers expect from Marketing?

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

Total quality in service.

Total quality & safety.

Sikkim Manipal University

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

Sikkim Manipal University

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

LIST OF MACHINES AT SAMRUDDHI INDUSTRIES LIMITED

UTILISATION OF MACHINES AT SAMRUDDHI INDUSTRIES LIMITED

UTILISATION (Out of 144 hrs.)

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

Inward inspection of raw material at Samruddhi Industries Limited

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

[B] Property checks (if any) Such as melt flow index

In process inspection standard:

Defect code ------------Defect codes:

defect location (drawing) ---------------

Sikkim Manipal University

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

PREVENTIVE MAINTENANCE (I) DAILY CHECK PLAN