Total Quality Management

Defination:
• Total quality management is systemic
approach to productivity improvement using
qualitative and quantitative methods and
involving all stakeholders to continuously
improve the quality of all products and
services.
Five basic Pillars of TQM
1.Top management commitment
 It works for all quality improvement programs in
a very effective manner since the vision of the
leaders and policy makers at the top trickles
 Down to the lowest strata of the employee base
and henceforth it shows up in organizational
productivity and delivery to the end user
2. Customer centric
 Advancements of processes which delimit external
as well as internal customers.
 The customer is involved in designing and
assessing products and services and a long-lasting
trust worthy relationship with him is built. 3
Five Basic Pillars of TQM

3. Relentless development
 By an appetite for risk, changing the decision maker’s customer focus,
timely and honest self-appraisal, using mistakes and employee
cynicism as stepping stone and not obstacle.
4. Benchmarking
 It involves structured problem solving and identifying processes and
finding opportunities for improvements and future developments the
tools for which are quality function deployment.
5. Strengthening the employee base
 It includes enriching the employees with knowledge, learning and
training and entrusting them the power to take decisions.

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

With annual revenues of approximately $50 billion, the combined

company is the world's second largest food company, making
delicious products for billions of consumers in more than 160
countries. We employ approximately 140,000 people and have
operations in more than 70 countries. 

Our core purpose "make today delicious" captures the spirit of

what we are trying to achieve as a business. We make delicious
foods you can feel good about. Whether watching your weight or
preparing to celebrate, grabbing a quick bite or sitting down to
family night, we pour our hearts into creating foods that are
wholesome and delicious. 
• In 1924 Edward Cadbury outlined his first rule of
success, "the best quality - nothing is too good for the
public".

• Approved by the Food and Agriculture Organisation of

the UN's World Health Organisation.

• Also incorporate elements of the International

Standards Organization's Quality Management System.

• Cadbury monitor the production process by using total

quality management.

• Cadburys have supervisors that monitor the machines,

the other workers and the products.
• Maintain a “right first time” culture that
consistently embraces quality and food safety

• In past didn’t use benchmarking which was

used by Nestle then also

• Sigma helps the organization manage the

change management issues so that the
improvements are sustained

• Operate audited quality management systems

that continually improve processes to deliver
•Uses TOTAL QUALITY MANAGEMENT

•Have supervisors that monitor the machines,

the other workers and the products that are
made.

•TQM ensures that the products that Cadbury

produces:
 tastes good to the customers,
is appealing to the customers,
 customer complaints are solved,
listening to customers
making continuous to their products
•Statistical correlation between the adoption of the values of TQM
and successful quality management.

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

•Total Quality Management is one of the main reasons for the

success of the company.

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

workings.
•Spent almost 25 crores for improved packaging.

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

•However today, Cadbury is the number one chocolate brand in

India having 66 % of the total chocolate market share..

•The brand name cadbury is associated with purity , quality and

trust which is one of which is one of the main reasons of its
profits.

•Cadbury India has been ranked 5th in the FMCG sector, in a

survey on India's most respected companies by sector conducted
by Business World magazine in 2007.

•Customer Satisfaction has increased.

•Continuous Growth

•Emphasis on Customer Satisfaction

•Product Innovation

•Quality Throughout Supply Chain

•Benchmarking