1. Project report
On
Total Quality Management
(Utkrisht Vatika, New Delhi)
In the partial fulfilment of the degree of Masters of Business Administration
Submitted to:
The faculty of CMT
Submitted by:
Rajnish pal kaur
MBA 2nd
year (4th
SEM)
College of Management
and Technology
2. Acknowledgement
I would like to express my greatest gratitude to the people who have helped &
supported me throughout my project. I am grateful to my teacher for her
continuous support for the project, from initial advice & contacts in the early
stages of conceptual inception & through ongoing advice & encouragement to
this day.
A special thank of mine goes to my colleague who helped me in completing
the project & she exchanged her interesting ideas, thoughts & made this
project easy and accurate.
I wish to thank my parents for their undivided support and interest who
inspired me and encouraged me to go my own way, without whom I would be
unable to complete my project. At last but not the least I want to thank my
friends who appreciated me for my work and motivated me and finally to God
who made all the things possible...
(Rajnish pal kaur)
3. Declaration
I declare that every part of the Project Report that I have submitted is
genuinely my own work. I acknowledge that, if the examiners detect any sort
of malpractice in relation to this report, then they will not award me marks for
my work.
With regards
Rajnish pal kaur
4. INDEX
PROFILE OF THE COMPANY
OPERATIONALISATION OF THE CONCEPT
FOCUS OF THE PROBLEM
REVIEW OF EXISTING LITERATURE
LIMITATION
OBJECTIVE OF THE STUDY
RESEARCH METHODOLOGY
UNIVERSE AND SURVEY POPULATION
RESEARCH DESIGN
ANALYSIS PATTERN
RECCOMENDATIONS
OBJECTIVE WISE ANALYSIS
CONCEPTUALIZATION/INTRODUCTION TO TOPIC
TOTAL QUALITY MANAGEMENT MEANING
PRINCIPLES OF TQM
FOUR C’S OF TQM
FACTOR AFFECTED THE COMMITMENT OF THE EMPLOYEES
CONCLUSION
BIBLIOGRAPHY
QUESTIONNAIRE
5. PROFILE OF THE COMPANY
The company have been involved in redefining fashion by offering garments
that are chic yet classic. Each garment is an individual piece by itself in terms
of design and colour to suit different aesthetic tastes. We offer a range of
garments with designs that are fusions of intricate cuts and unique style. All
our ensembles have high fashion appeal and comfort that will infuse angelic
touch to your personality. Designed from the finest quality fabrics, our
garments have been well appreciated in the global markets as well.
The company boasts of an in-house production unit with renowned designers
and skilled professionals. The team of designers include some of the most
decorated designers who have enthralled the masses with their irresistible
creations that hardly go out of fashion. The Company has a sound
infrastructure with modern state of the art machinery that lends a fine touch of
modernity to our products.
All our endeavours have been well appreciated by our clients who have
motivated us to go beyond the expectations of our clients. We have a set of
satisfied clients both in domestic and international markets. Currently we are
exporting our products in countries like UK, USA, Dubai and South Africa.
Products:
Mafacturer and Export of: - Designer Salwaar Kameez. Designer Sarees.
Lehenga Choli. Indo Western Wear. Kurtees (Tops). Kaftans.
OPERATIONALISATION OF THE CONCEPT:-
I have studied on impact of employee’s commitment toward. I have explained
earlier.
In the company, they already have implemented TQM so through this study, I
measured the degree of implementation in the organization and what are the
factor that are affected the commitment lever and to check how much they are
satisfaction with the TQM implement.
6. For this purpose, I have made the questionnaire which consisting of multiple-
choice questions. I have collected the data from them and after that I have
tabulated them and interpreted them and give the recommendation.
FOCUS OF THE PROBLEM:
The main emphasis will be on to find out quality employee’s commitment
toward their work as a result total quality implementation.
REVIEW OF EXISTING LITERATURE
Many people have work on this topic. They sum up various finding. They
found that apply TQM has directly increased their morale; increase the
satisfaction lever and commitment toward their work. These are the finding of
various researchers.
Several articles have been published in different journals, magazines and
newspaper such as HARVARD BUSINESS REVIEW, THE ECONOMIC
TIMES, VIKALPA etc.
But the effect of TQM on employee’s commitment in the company has so far
not undertaken. This project has been done first time in the company.
LIMITATION
• Employees of the organization may hide the fact.
• The management did not agree to disclose all the confidential data.
• Number of respondents is very less, so clear conclusion can’t be
drawn.
7. OBJECTIVE OF THE STUDY:-
The objectives of this study are:
1. To find the degree of TQM implemented in the organization.
2. To study the level of commitment of employees toward their work.
3. To find out factor influencing the commitment.
RESEARCH METHODOLOGY
Research methodology is a way to solve the research problem in a systematic
manner. It may understand as a science of studying how the research is done
significantly. The methodology may differ from problem to problem, yet the
basic approach towards the research remains the same. The sequence or
steps followed have been explained as under:
UNIVERSE AND SURVEY POPULATION
The universe is the employee working at mill. I have selected 100 employees
40 FROM THE STAFF, 60 FROM THE WORKER for the survey.
RESEARCH DESIGN
This research is of EXPLORATARY RESEARCH DESIGN .I have used the
questionnaire method for collecting the data.
ANALYSIS PATTERN
Data collection:
This data is primary data, which I have been collected with the help of
questionnaire. I have prepared a questionnaire on the basis of the factors
responsible for employee’s commitment in the organization.
MACRO ANALYSIS (Inferences &Interpretation)
The detailed analyses of the results are explained below:
8. MOST OF EMPLOYEES FEELS THAT:
Most of the staff member and worker feel that organization is quality
conscious toward the employees. This also increases their commitment
toward the work and toward the organization.
Some of the employee’s feel that thy have proper information about the
policies, practices followed in the organization. But some of employees feel
that there is no proper communication.
Most of the facts related with the organization are hided by the management
from the employees.
Most of the employees feel that they don’t get rewarded for their good
performance.
Most of the staff’s member feels that their performance is properly measured
in the organization.
RECCOMENDATIONS
The suggestions I have given for the betterment are explained below:
• It is very important to provide the opportunity to the employees of the
organization to express their ideas or whatever they want to express.
• Management should clear their vision mission and goals towards the
employees in the organization.
• Management should involve the workers representatives in
managerial activities so that the transparency could be maintained and
through this they can win the confidence of the employees.
• Management should give due importance to mental relaxation
&social cultural development of an employees who strives hard for the
company.
• Reward or Praise/appreciation works as magic for an individual and
motivates them for work.
• Role clarity of each position should be defined and based on that
individuals can plan their work accordingly.
• Self-potential system should be encouraged.
• There are regular review and comparison of current & past
9. performance to detect gradual deterioration in the strategy.
• Proper cooperation should be necessary in the company.
.OBJECTIVE WISE ANALYSIS
(Micro Analysis)
The analyses according to the objectives are explained below:
Do you think that this organization is QUALITY conscious toward
employees?
A. Yes
B. No
Staff % Workers %
A 87 65
B 13 25
This shows that about 87% staff and 65% worker agreed that organization is
quality conscious toward employees.
Staff %
Workers %
10. Does the organization have the certification of ISO 9000?
A. Yes
B. No
Staff % Worker %
A. 100 67
B. 0 33
This shows that 100% staff and 70% worker said that the organization have
the certification of ISO 9000.
Staff %
Worker %
Is the organization provide quality assurance system& operation
A. Yes
B. No
Staff % Worker %
A. 80 58
B. 20 42
This shows that 80% staff& app.65% worker think that organization providing
quality assurance system &operation.
11. Staff %
Worker %
Does the organization have the quality circle?
A. Yes
B. No
Staff % Worker %
A. 87 46
B. 13 54
It shows that app.90% staff & 46% worker agreed with the statement. 54%
workers said they don’t know about this.
Staff %
Worker %
12. How many people are involved in the quality circle?
A. Below 10
B. Above 10
C. Above 15
D. Can’t say
Staff % Worker%
A. 22 36
B. 54 28
C. 14 22
D. 10 14
It shows that about 54% staff says there are above 10 members in the quality
circle.
Staff %
Worker%
How frequently the organizations have the meeting of quality circle?
A. Weekly
B. Biweekly
C. Monthly
13. D. Yearly
Staff % Worker%
A. 17 35
B. 57 42
C. 26 23
D. 0 0
It shows that app.60 % staff & 42% worker says organization have the
biweekly meeting of quality circle.
Staff %
Worker%
Do you know about the agenda of information or any other information?
A. Yes
B. No
Staff % Worker %
A. 60 14
B. 40 86
Above graph shows that 60% staff say that they know about the agenda of
the information but 86% worker say they don’t know about this.
Is the organization s going for the quality audit?
A. Yes
14. B. No
C. Can’t say
Staff % Worker %
A. 85 26
B. 10 24
C 5 50
Above shows that 85% staff &26% worker says that organization is going for
quality audit but 50% worker says they don’t know about the quality audit.
Does the organization s have quality information system?
A. Yes
B. No
C. Can’t say
Staff % Worker %
A. 95 15
B. 0 31
C 5 54
Above shows that 95% staff says that organization have quality
information system &54 % worker says they don’t know about this.
15. Staff %
Worker %
Are the information system is regularly updated?
A. Yes
B. No
C. Can’t say
Staff % Worker %
A. 69 55
B. 11 11
C 20 34
About 70 % staff & 55% worker says that organization regularly updated.
Do you think the organization has used benchmarking?
A. Yes
B. No
C. Can’t say
Staff % Worker %
A. 30 8
B. 25 0
C 45 92
This show that 95%staff says that organization has quality information system
16. but 54% worker says they don’t know about this.
Staff %
Worker %
Does the organization s is going for brain storming session?
A. Yes
B. No
C. Don’t know
Staff % Worker %
A. 70 3
B. 13 0
C 17 97
Above table shows that 70%staff agreed with the statement. But 97% worker
says they don’t know about this.
Are the organization is practicing the 5’s Japanese philosophy?
A. Yes
B. No
17. Staff % Worker %
A. 90 26
B. 10 74
It shows that about the 90% staff and 26% worker says they are practicing
this but 74% workers don’t know about this.
Staff %
Worker %
Does the organization have the certification of ISO 14000?
A. Yes
B. No
C. Don’t know
Staff % Worker %
A. 100 53
B. 0 16
C 0 31
It shows that all of the respondent of staff & most of the worker category says
that organization have ISO 14000.
A formal planning process exists in the organization?
18. A. Strongly agree
B. Strongly disagree
C. Don’t know
D. Agree
E. Disagree
Staff % Workers %
A 18 7
B 12 30
C 20 46
D 30 7
E 20 10
It shows that about 50% of the respondent are agree with the statement but in
worker category most of them are either disagree or don’t know.
Staff %
Workers %
There is a shared vision of where the business is growing?
19. A. Strongly agree
B. Strongly disagree
C. Don’t know
D. Agree
E. Disagree
Staff % Workers %
A 22 7
B 5 13
C 25 40
D 45 13
E 3 27
It shows that about 50% staff of the respondent are agree with the statement
but in worker category app.60% disagree with the statement.
Employees are keeping updating with change in the job skill & job
design?
A. Strongly agree
B. Strongly disagree
C. Don’t know
D. Agree
E. Disagree
Staff % Workers %
A 10 3
B 5 15
C 10 13
D 55 45
20. E 20 24
It shows that app. 70% respondents are agreeing with the statement.
Staff %
Workers %
Formal& informal method is followed for employees feedback & acting
on that feedback?
A. Strongly agree
B. Strongly disagree
C. Don’t know
D. Agree
E. Disagree
Staff % Workers %
A 15 2
B 5 21
C 0 7
D 70 40
21. E 10 30
Above table shows that app. 80% respondents of the staff and 45% from
worker said that there are proper feedback system. are agree with the
statement .
Does the organization provide right environment to apply knowledge
from new programs to the job?
A. Strongly agree
B. Strongly disagree
C. Don’t know
D. Agree
E. Disagree
Staff % Workers %
A 5 5
B 75 28
C 10 13
D 7 46
E 3 8
Above table shows that 75% staff and 50% from worker said that organization
provides the right environment to apply knowledge to the job Proper feedback
system is agreeing with the statement.
22. Staff %
Workers %
Do you feel that this organization is a good place to work?
A. Yes
B. No
C. Can’t say
Staff % Workers %
A 80 58
B 5 36
C 15 8
It shows that 80% staff&58% worker agreed with the statement.
Do you feel comfortable with the rules and policies of the organization?
A. Yes
B. No
C. Some times
Staff % Worker %
23. A. 55 47
B. 20 40
C. 25 13
It shows that the employees of the staff category are more satisfied with
the rules and policies of the organization then employees from the workers
category.
What type of relations are you having with your superiors, peers and
subordinates?
A. Good
B. Average
C. Poor
Staff Workers
A. 90 34
B. 10 50
C. 0 16
It shows that most of the employees from the staff category are having
good relationships with their superiors. But most of the workers are having
only satisfactory relationships.
If bad, then why it is so?
A. They are not co-operating with you
B. There behaviours is not good
C. There is not proper communication.
D. All of the above
Workers
A. 10
B. 27
C. 18
D. 45
24. It shows that most of the worker takes misbehaviour from their superior.
Do you feel that you can get ahead in the organization if you make
efforts?
A. Yes
B. No
C. Sometimes
Staff Workers
A. 45 24
B. 25 72
C. 30 4
This shows that most of the workers feel that they can’t get ahead in the organization
if they work hard but the attitude of employees of staff is just opposite.
A.
B.
C.
Do you get reward on your good performance?
A. Yes
25. B. No
C. Sometimes
Staff Workers
A. 45 24
B. 25 72
C. 30 4
A.
B.
C.
CONCEPTUALIZATION
This is Total Quality Management Project Report. Human resource is the
26. most important factor for any organization and success of any Organization is
depending upon its resource .If human resource of organization is not happy
with the organization. It will adversely affect the organization.
The higher degree of commitment toward work will improve productivity and
will decrease rejection cause due to human factor.
So to make the people happy is the responsibility of the organization. So this
study is helpful to measure the level of commitment toward work and to know
the factor affecting the commitment level.
QUALITY:-
1. Quality means fitness for use.
2. Quality means productivity, competitive cost, and timely delivery, total
customer satisfaction.
3. Quality means conformance to specification and standard.
4. Conformance to requirements.
5. Quality is what the customer says
6. Quality means getting every one to do what they have agreed to do and to
do it right the first time and every time.
TOTAL QUALITY:-
It means all the people of the organization are committed to product quality by
doing right things right, first time, every time by employing organization
resource to provide value to customer.
TOTAL QUALITY MANAGEMENT: -
It is the process designed to focus external/internal customer expectation
preventing problems building, commitment to quality in the workforce and
promoting to open decision making.
TOTAL:
Every one associated with the company is involved in continuous
improvement, in all functional area, at all level.
27. QUALITY:
Customer express and implied requirement is met fully.
MANAGEMENT:
• Executive are fully committed
• Decision in a planned way.
• To maintain existing lever of quality.
• To improve existing lever of quality.
• Effective utilization of resource.
PRINCIPLES OF TQM:-
The basic principles for the Total Quality Management (TQM) philosophy of
doing business are to satisfy the customer, satisfy the supplier, and
continuously improve the business processes.
1. Satisfy the customer
The first and major TQM principle is to satisfy the customer--the person who
pays for the product or service. Customers want to get their money's worth
from a product or service they purchase.
• Users
If the user of the product is different than the purchaser, then both the user
and customer must be satisfied, although the person who pays gets priority.
• Company philosophy
A company that seeks to satisfy the customer by providing them value for
what they buy and the quality they expect will get more repeat business,
referral business, and reduced complaints and service expenses.
Some top companies not only provide quality products, but they also give
extra service to make their customers feel important and valued.
• Internal customers
28. Within a company, a worker provides a product or service to his or her
supervisors. If the person has any influence on the wages the worker
receives, that person can be thought of as an internal customer. A worker
should have the mind-set of satisfying internal customers in order to keep his
or her job and to get a raise or promotion.
• Chain of customers
Often in a company, there is a chain of customers, -each improving a product
and passing it along until it is finally sold to the external customer. Each
worker must not only seek to satisfy the immediate internal customer, but he
or she must look up the chain to try to satisfy the ultimate customer.
2. Satisfy the supplier
A second TQM principle is to satisfy the supplier, which is the person or
organization from whom you are purchasing goods or services.
• External suppliers
A company must look to satisfy their external suppliers by providing them with
clear instructions and requirements and then paying them fairly and on time.
It is only in the company's best interest that its suppliers provide it with quality
goods or services, if the company hopes to provide quality goods or services
to its external customers.
• Internal suppliers
A supervisor must try to keep his or her workers happy and productive by
providing good task instructions, the tools they need to do their job and good
working conditions. The supervisor must also reward the workers with praise
and good pay.
• Get better work
The reason to do this is to get more productivity out of the workers, as well as
to keep the good workers. An effective supervisor with a good team of
29. workers will certainly satisfy his or her internal customers.
• Empower workers
One area of satisfying the internal suppler is by empowering the workers. This
means to allow them to make decisions on things that they can control. This
not only takes the burden off the supervisor, but it also motivates these
internal suppliers to do better work.
3. Continuous improvement
The third principle of TQM is continuous improvement. You can never be
satisfied with the method used, because there always can be improvements.
Certainly, the competition is improving, so it is very necessary to strive to
keep ahead of the game.
• Working smarter, not harder
Some companies have tried to improve by making employees work harder.
This may be counter-productive, especially if the process itself is flawed. For
example, trying to increase worker output on a defective machine may result
in more defective parts.
Examining the source of problems and delays and then improving them is
what is needed. Often the process has bottlenecks that are the real cause of
the problem. These must be removed.
• Worker suggestions
Workers are often a source of continuous improvements. They can provide
suggestions on how to improve a process and eliminate waste or
unnecessary work.
• Quality methods
There are also many quality methods, such as just-in-time production,
variability reduction, that can improve processes and reduce waste.
30. FOUR C’S OF TQM
1. Commitment 2. Competence
3. Communication 4. Continuous improvement
FACTOR AFFECTED THE COMMITMENT OF THE EMPLOYEES:-
• General worker attitude toward the company.
• General worker attitude toward the supervisor.
• Lever of satisfaction toward job standard.
• The lever of consideration the supervisor shows to his subordination.
• The workload & work pressure level.
• The treatment of individual by the management
• The lever of worker’s satisfaction with the salaries
• The level of worker pride in the company and its activity
• Worker reaction to the formal communication network in the
organization.
• Intrinsic job satisfaction level of the worker.
• Worker attitude toward the fellow worker.
CONCLUSION
31. TQM functions on the premise that the quality of products and processes is
the responsibility of everyone who is involved with the creation or
consumption of the products or services offered by an organization. In other
words, TQM capitalizes on the involvement of management, workforce,
suppliers, and even customers, in order to meet or exceed customer
expectations. Considering the practices of TQM as discussed in six empirical
studies, Cua, McKone, and Schroeder (2001) identified the nine common
TQM practices as cross-functional product design, process management,
supplier quality management, customer involvement, information and
feedback, committed leadership, strategic planning, cross-functional training,
and employee involvement
33. 1) Do you think the organization is quality conscious toward
employees?
• YES
• NO
2) Does the organization have the certification of ISO 9000?
• YES
• NO
3) Is the organization providing quality assurance system &
operation?
• YES
• NO
4) Does the organization have quality circle?
• YES
• NO
5) How many people are involved in quality circle?
• Below 10
• Above 10
• Above 15
• Can’t say
6) How frequently the organizations have the meeting of quality
circle?
• Weekly
• Biweekly
• Monthly
• Yearly
7) Do you about the agenda of information or any other
information?
• YES
• NO
8) Are the organization is going for the quality audit?
• YES
34. • NO
• can’t say
9) Does your organization have quality information system?
• YES
• NO
• can’t say
10)Are the information system is regularly updated?
• YES
• NO
• can’t say
11)Do you think the organization used bench marking, if any, please
tell me the name of the benchmark organization?
• YES
• NO
• can’t say
If yes, then
Organization Area
A.
B.
12)Does the organization is going for the brain storming session?
• YES
• NO
• Don’t know
13)Are you practicing the 5’s Japanese philosophy?
• YES
• NO
14)Does the organization have the certification of ISO 14000 or any
other, if any please mention?
• YES
• NO
• Don’t know
35. 15)Are you practicing the six sigma for the error control?
• YES
• NO
• Don’t know
16)A formal career planning process exist in the organization
• Strongly Agree
• Strongly disagree
• Don’t know Agree
• Disagree
17)There is a shared vision of where your business is growing?
• Strongly Agree
• Strongly disagree
• Don’t know Agree
• Disagree
18)Employees are kept updated with changes in job skills & job
designs?
• Strongly Agree
• Strongly disagree
• Don’t know Agree
• Disagree
19)Formal or informal method is followed for employees feedback
and acting on that feedback?
• Strongly Agree
• Strongly disagree
• Don’t know Agree
• Disagree
20)Does the organization provide right environment to apply your
knowledge from new programs to the job?
• Very much
• Some what Little
• Not at all
36. 21)Do you feel that the organization is a good place to work?
• Yes
• No
• Sometimes
22)Do you feel comfortable with rules and policy of the organization?
• Yes
• No
• Sometimes
23)What types of relations are you having with your superior, peers
and subordinates?
• Good
• Average
• Poor
If bad then why it is so?
• They are not cooperating.
• Their behaviour is not good
• There is no proper communication.
• All above
24)Do you feel that you can get ahead in the org. if you make an
effort?
• Yes
• No
• Sometimes
25)Do you get any reward on your good performance?
• Yes
• No
• Sometimes
26)Do you find that your performance is properly measured in the
organization?
• Yes
37. • No
• Sometimes
27)Do you find that your job makes the best use of your abilities?
• Yes
• No
• Some Times
