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Total Quality Management

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  • 1. TQM IMPLEMENTATION AT V-TRACK PRIVATE LIMITED
  • 2. PRESENTED BY RAJANI SURESH KUMAR NISSA RAZZAK SIDRA RIFFAT LUBNA MAHAR FAHAD AHMED
  • 3.
    • SNAPSHOT
    • COMPANY PROFILE
    • QUALITY POLICY AUDIT
    • ISO AUDIT ALONG WITH NON CONFORMITY REPORT
    • FMEA ANALYSIS
    • STATISTICAL PROCESS CONTORL
    • 5 WHY ANALYSIS
    • PERFORMANCE MEASURES
    • RECOVERY OF CARS
    • CUSTOMER COMPLAINTS
    • KAIZEN
    • BENCHMARKING
    • RECOMMENDATIONS
  • 4. CORPORATE PROFILE
    • Vehicle Tracking (Pvt) Ltd. is founded with the aim of providing safety to individual car owner and also focused to provide relief to auto manufacturing sector, leasing industry and insurance sector.
    • Vehicle Tracking (Pvt.) Ltd., commonly recognized by its brand name V-IntelliTrac.
    • It is a sister concern of a conglomerate M/s Naveena Export (Pvt) Ltd which consists of various business concerns.
  • 5. TECHNOLOGY
    • V-IntelliTrac is an advance system of remote vehicle monitoring using GPS and wireless communications.
    • Vehicles are equipped with a module that is used to receive signals from the satellites for location identifying.
    • Geographical locations, vehicle speed and direction can be determined based on calculations and measurement of distance.
    • Information can be stored for later retrieval or be transmitted to a central base station and displayed on digitized geographical map.
    • V-IntelliTrac is offering an advance system that allows a great variety of functions.
  • 6. FEATURES AND BENEFITS
    • Vehicle Tracking
    • Immobilization
    • Remote Ignition on/off reporting
    • Remote Unlocking
    • Flash lights
    • Voice Communication
    • Data logging
    • Speed monitoring
    • Harsh braking
    • Door opening
    • Web access
    • GPRS
    • SMS
    • Panic Button
  • 7. PRODUCT COMAPRISON Features V-IntelliTrac Competitor X Satellite Network GPS GPS Network Support GSM GSM Tracking Platform SMS   CS Data Call  X GPRS  X Voice communication  X MMS  X Mobile Data Message Terminal  X Real Time Tracking Live Tracking every 3 to 5 seconds Static Location SIM Number for Voice Communication Personalized Number Activation Option X Backup Battery Support Inside the Device Outside the Device Journey Replay Option  X Remote immobilizer  X Siemens Modern for Communication  X
  • 8. SERVICES PROVIDED BY THE COMPANY
    • V-Supreme package: provides an economical yet comprehensive entry points to GPS Vehicle Anti Theft tracking.
    • V-CLASSIC: provide all the features of V-Supreme plus the addition of Hand Free voice Communication facility.
    • V-Royal: Provides all features of V-Classic and comprehensive range of GPS Vehicle Anti-Theft Tracking system
    • V-FLEET: Load planning, fleet maintenance planning and in-depth analytical reporting creates unlimited opportunities for transport contractors, fleet owners, distribution and logistics companies, car rental and limousine services
  • 9. VEHICLE TRACKING (Pvt) Ltd. QUALITY POLICY VISION To be a market leader as Vehicle Tracking and Asset Protection Solution Provider with focus on advance technologies, process and product diversification, customer satisfaction, market penetration, cost effectiveness and optimization of resources.
  • 10. MISSION
    • To develop, implement and continuously improve the Management systems in a culture which:
    • Directs the continual up-gradation for efficient and effective asset protection and tracking technology.
    • Promotes professional and flexible work environment, teamwork and innovation through employee participation and process ownership.
    • Drives process efficiency and effectiveness at all levels within the organization.
    • Drives customer orientation at all levels within the organization.
    • Monitor and economize the Cost of Quality.
  • 11. AUDIT OF APPLICATION OF TQM SIX PILLARS AT VEHICLE TRACKING (Pvt) Ltd PILLARS Y/N How? Involve Management Yes Drives process efficiency and effectiveness at all levels within the organization Focus on customer Yes Drives customer orientation at all levels within the organization Workforce Yes Promotes professional and flexible work environment, teamwork and innovation through employee participation and process ownership Continuous Improvement Yes Directs the continual up-gradation for efficient and effective asset protection and tracking technology. Suppliers No - Performance Measures No -
  • 12. NON CONFORMITY REPORT
  • 13. FMEA ANALYSIS
  • 14. FMEA ANALYSIS
  • 15. QUALITY FUNCTION DEPLOYMENT
  • 16.  
  • 17. STATISTICAL PROCESS CONTROL
  • 18.  
  • 19.  
  • 20.  
  • 21.  
  • 22. FIVE WHY ANALYSIS
  • 23. A) Driver’s Performance Report: Indicates individual or all fleet vehicles’ driving performances for the dates specified. The emphasis is on driving errors like speed violation, harsh braking and excess idling. TYPES OF REPORTS Benefit: Improve the utilization and driving habits of the driver(s), thus controlling the maintenance cost of the fleet Vehicles
  • 24. B) Vehicle Usage (24 hour/1 week) Percentage Report (Graphical Presentation: It shows the individual vehicle's utilization in graphical format. It provides the hourly usage for 24 hours a day along with the total distance covered
  • 25. C) 1st Startup/ Ignition off Report: Illustrates the trip, movement summary for the dates you specify. It shows the total trips, total driving time, total stop time, along with the total excess idling. It also provides the total utilization of vehicles during the business and private hours
  • 26. D) Movement/Detailed Activity Analysis: Provides an easy evaluation of the route that the vehicle followed during its journey. Can be useful in route planning exercise for a particular fleet
  • 27.
    • E) Fleet Trip Analysis Report:
    • Identifies the driving performance of the drivers during individual trips, visits to unauthorized location and home visits during working hours. Ensures the effective utilization of vehicles.
  • 28.
    • F) Overall Fleet Summary Report:
    • Shows the total driving time, total stopped time, total excessive idling, and the total distance covered by the fleet vehicles
  • 29. RECOVERY OF CARS
    • Recovery rate is 96%
    • 4% not recovered due to following reasons:
      • Customer delays in informing about theft.
      • System Failure
      • Coverage area may be where GSM is not available. V-track can only track where GSM is used.
  • 30.  
  • 31.  
  • 32.  
  • 33.  
  • 34. CUSTOMER COMPLAINTS
    • Two Types of Complaints
      • Services Related
      • Theft Related
    • Services related complaints further divided into:
      • Operations
      • After Sales Services
  • 35.  
  • 36. CURRENT PRACTICE AT V-TRACK
    • Customer complaint then will be processed by customer complaints department.
    • Customer complaints department after processing the complaint, forward the complaint to relevant department according to the nature of complaint.
    • Relevant department will then scrutinize the complaint, rectify it and then give resolution call to customer within 24 hours.
  • 37. CUSTOMER COMPLAINTS REGARDING THEFT
    • In case of theft, client calls them on 24 hours help line.
    • There are two passwords that are given to client at the time of contract.
    • V-Track will continuously monitor his car and will call their Mobile Tracking to be there on designated area
  • 38. IMPLEMENTATION OF KAIZEN AT V-TRACK
    • V-Track in process of integrating system of complaints handling on web
    • Training sessions arranged for call centre employees to train them in how to deal with different customers
    • Old system has now been replaced by the most advance system provided by CISCO to ensure better management
  • 39. BENCHMARKING
    • Trakker (Pvt.) Limited (TPL) is Pakistan’s first and the largest vehicle tracking and fleet management company, operational since 2000.
    • C-Track reflects leadership position in the vehicle-tracking service sector, emanating from its successful track record, superior technology platform, and quality of human entity resource and systems and processes.
    • TPL, with a wide geographical coverage, superior product quality, strong focus on client servicing, preferential arrangements with cellular service operators, impressive vehicle recovery record and strong relationship with auto dealers, is enjoying a robust market position by controlling more than two-third of the market share.
    • Despite an anticipated decline in market share due to increasing competition, the company is expected to maintain the strong position in the sector owing to its competitive strengths.
  • 40. RECOMMENDATIONS
    • Emergency Response Plan
    • Systems kept in basement should be transferred to another place
    • Ambience must be upgraded in order to have a better appeal for customers
  • 41.
    • They should keep an online complaint form because there is inconvenience on telephone lines
    • They should make their hotline toll free to facilitate the customers
    • System should be inspected and maintained very frequently in order to have smooth flow of the work process.
    RECOMMENDATIONS
  • 42.