Total Quaity Management

In: Miscellaneous

Submitted By geetani
Words 15249
Pages 61
PROJECT REPORT
ON
“Total Quality Mgt & Employees Commitment towards Work”

SUBMITTED TO MAHARSH DAYANAND UNIVERSITY IN PARTIAL FULFILMENT OF THE REQUIREMENT OF THE AWARD OF DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA)

SUBMITTED TO:
INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH
Maharishi Dayanand University, Rohtak
(SESSION 2009-2011)

SUBMITTED BY:

Sachin Chhabra

MBA (2 year) (hons.)

Roll No.2176

DECLARATION

I declare that the research report entitled “A study on the employee satisfaction” is a record of independent project research work carried out by me under the supervision and guidance of NEHA MANDIRATTA (HR manager of LPS BOSSARD). This has not been previously submitted for the award of any other diploma, degree or other similar title.

Place: Rohtak
Date… …. …

PREFACE

A determination to succeed is the only way to succeed. For this, it is very important that all knowledge, which we have, should be translated into action. It is the only then that we can achieve something. Project work is the way to convert our raw talent into potential management. Classroom knowledge can only then be efficient when it is effectively wedded to the realities of the situation existing outside the classroom. In this, project work place an important role. In this regard, I was given a project entitled
“Total Quality Mgt & Employees Commitment towards Work”.

ACKNOWLEDGEMENTS

“Behind every success there are thousands. I wish to pay my gratitude to each one of them. At the outset, I wish to express my gratitude towards our honorable faculty &…...

Similar Documents

Total Management

...Total Quality Management in Hospital Pharmacy Introduction Hospital pharmacies in the present day context face various issues including cost containment, productivity and leadership, patient safety, medical-legal and ethical considerations, human resource management and application of new technological developments in the functioning of the pharmacies. The pharmacists employed by the hospitals are expected to attend to a number of different functions that include writing down therapy management plans and desired patient outcomes, monitoring the drug-based therapies, educating patients and counseling them and writing medication histories. Despite these many different functions being discharged by the pharmacists, hospitals find it difficult to recruit pharmacists (Smith). At the same time many of the hospitals take initiatives like staff reductions due to lower patient concentration, reorganization of the hospital facilities, carrying out recommendations of external consultants, implementing automation in drug distribution and mergers and acquisitions of hospitals. In this context, a methodological review of the operations of a hospital becomes necessary for improving the efficiency and functioning of the healthcare settings. One of the recommendations is to apply Total Quality Management (TQM) for improving the performance of pharmacies in the hospitals. Although TQM has been practiced in manufacturing industries for quite some time, it is relatively a newer concept......

Words: 6004 - Pages: 25

Total Quality Management

...Total Quality Management is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all aspects of the company’s operations, with processes being done right the first time and defects and waste eradicated from operations. Total Quality Management, TQM, is a method by which management and employees can become involved in the continuous improvement of the production of goods and services. It is a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful practices. Some of the companies who have implemented TQM include Ford Motor Company, Phillips Semiconductor, SGL Carbon, Motorola and Toyota Motor Company. TQM is a management philosophy that seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, customer service, etc.) to focus on meeting customer needs and organizational objectives. TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers. The simple objective of TQM is “Do the right things, right the first time, every time.” TQM is infinitely variable and adaptable. Although......

Words: 364 - Pages: 2

Tqm-Total Qualitative Management

...INTRODUCTION * Total – Made up of the whole (or) Complete. * Quality – Degree of Excellence a product or service provides to the customer in present and future. * Management – Act, art, or manner of handling, controlling, directing, etc. TQM is the art of managing the whole to achieve excellence. "TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society." Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. TQM is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. History of Total Quality Management The history of total quality management (TQM) began initially as a term coined by the Naval Air Systems Command to describe its Japanese-style management approach to quality improvement. An umbrella methodology for continually improving the quality of all processes, it draws on knowledge of the principles and practices of: * The behavioral sciences * The analysis of quantitative and non quantitative data * Economics theories * Process analysis TQM Timeline 1920s | * Some of the first seeds of quality management were planted as the principles of...

Words: 3647 - Pages: 15

Total Management

...to 21 million customers in the UK. Their first CEO, Pierre Danon, instilled a culture that saw the division excel for a number of years. This culture was driven by all top management and its employees in order to realise their set targets. The culture that was adopted by BT Retail was total quality management (TQM) throughout the organisation. This meant that all top management displayed and practised TQM. The author takes us through what is TQM and what are the principles that BT Retail instilled in order to gain customer satisfaction. The following principles were discussed: * Customer Focus * Continuous Improvement * Employee involvement and Empowerment * Systems Thinking. These four pillars made sure that BT Retail was able to reduce the cost of poor quality, through continuous improvement methods and early identification of problems. In turn there was a decline in defective work, decline in dissatisfied customers, very little inspection was required and an increased sense of prevention. BT retail remained to be successful because all stakeholders were involved and quality was a way of life from managers to employees. In the next session we will answer three fundamental questions on the success of BT Retail. Explain in detail the role customer satisfaction played in BT’s total quality journey. Customer satisfaction was the key fundamental goal for BT Group. The leadership of the group understood the significant role it would play in market......

Words: 2586 - Pages: 11

Total Quality Management

...4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 Quality – Has Many Definitions Evolution of Quality What Quality Gurus Have Said The Concept of Total Quality Management The Business Processes and Quality Vendor Quality Human Aspects of Quality World Class Manufacturing Bibliography Foot Notes 89 CHAPTER 4.0 REVIEW OF LITERATURE 4.1 QUALITY – HAS MANY DEFINITIONS: It is true that Quality has a number of definitions. 4.1.1 Oxford Advanced Learner‟s Dictionary72 defines Quality as “The standard of something when it is compared to other things like it” This would mean that a process of comparison occurs in the mind of a customer before the quality is judged and decision made. Customers usually compare products or services with their past experience or the experience of their friends or family members before a judgment is made. This is normally how a common man looks at quality issue. 4.1.2 The Oxford dictionary also defines quality as “How good or bad something is” 4.1.3 The other definition and which is very short and common is “Quality is customer satisfaction”. This is defined by J. M. Juran 55 and adopted by ISO – 840271. This definition has a vast spectrum of “Quality” definition as each and every customer has his or her own perception of quality and therefore wide variation in the level of satisfaction. All the latest techniques of Quality Management are designed to take care of this aspect of satisfying every customer for the product or service he buys. The word “customer”......

Words: 20033 - Pages: 81

Total Quality Management

...is working Problem Statement The primary issue is management engaging the use of bully style technics coupled with micro-management tasks which were driven irresponsibly. The actions resulted which contribute to the detriment the employee morale and high employee turnover. The primary concern is, how does one challenge an entrenched management to create a positive environment to a means that is or will be conducive to all. Analysis For a business model to work it must have installed a powerful yet engaging plan and that is “total quality management”, or TQM. The leadership must be very clear in its mission to achieve TQM. “Total Quality Management (TQM) today is a potent amalgam of many highly effective technical as well as behavioral improvement strategies and techniques. As such, it has evolved into one of the most powerful opportunities for effective planned change ever to take root in organizations”. Myers, (1993). Many programs may have this form of management. Unfortunately it will not produce as anticipated the way one would want. As stated by Capezo (1995), “Developing a plan for sustained commitment is critical to the success of TQM”. However, once TQM becomes functional the organization is able to take on the essential management style mentioned in an earlier statement, i.e. bully style, micromanagement, etc. As indicated, management has elements of bully style approaches, micro-management, coupled with low employee morale, and high......

Words: 2321 - Pages: 10

Total Quality Management

...Total Quality Management Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in devotion to established standards, such as the International Organization for Standardization's ISO 9000 series. Every organization, both for profit and non-profit, can benefit from Total Quality Management (TQM). One definition for TQM is a management strategy aimed at embedding awareness of quality in all organizational processes. It has been widely used in education, government, manufacturing, and service industries. TQM processes are divided into four chronological categories: plan, do, check, and act (the PDCA cycle). In the planning phase, people define the problem to be addressed, collect relevant data, and discover the problem's root cause. Next in the doing phase, people develop and implement a solution, and decide upon a measurement to gauge its effectiveness. Third is the checking phase, where people prove the results through before-and-after data comparison. The final phase acting is where, people document their results, inform others about process changes, and make recommendations for the problem to be addressed in the next PDCA cycle (Green 2003).  The large and growing importance of world trade is a major phenomenon of our......

Words: 986 - Pages: 4

Total Quality Management

...1 KHYBER PAKHTUNKHWA PUBLIC SERVICE COMMISSION SYLLABUS FOR PROVINCIAL MANAGEMENT SERVICE COMPETITIVE EXAMINATION The Syllabus and standard for the Competitive Examination for the Provincial Management Service shall be as under : 1. The Examination shall include compulsory and optional subjects, and every candidate shall take all the compulsory subjects and opt for three of the optional subjects carrying 600 marks in all but not more than 200 marks from a single group. 2. A candidate shall answer the language papers in the language concerned. The question paper in Islamiat is to be answered in Urdu or English. All other papers must be answered in English. Violation of this instruction shall incur cancellation of the concerned paper(s) and consequently award of Zero. 3. The compulsory and optional subjects and maximum marks fixed for each subject shall be as below: Sr. No. 1 2 3 COMPULSORY SUBJECTS Subjects English (Précis & Composition) English Essay General Knowledge (a) Current Affairs 100 (b) Every Day Science 100 (c) Pakistan Affairs 100 Islamiat Viva Voce Total Maximum Marks 100 100 300 100 300 900 600 120 4 5 Qualifying marks in the aggregate of written papers: Qualifying marks in the Viva Voce: The non-Muslim candidates will have the option to take Islamiat as a compulsory subject or otherwise Pakistan Affairs (General Knowledge PaperIII) will be treated of 200 marks and counted in lieu of Islamiat. A candidate who fails to appear in any of the......

Words: 10965 - Pages: 44

Total Quality Management

...1A. TQM Total quality management (TQM) is an improvement program which provides tools and techniques for continuous improvement based on facts and analysis; and if properly implemented, it avoids counterproductive organizational infighting. The most popular approach to continuous improvement is known as total quality management (TQM). There are two major characteristics of total quality management (TQM) a focus on serving customers and systemic problem solving teams made up of front line workers. Benefits Total Quality Management: * Strengthened competitive position * Adaptability to changing or emerging market conditions and to environmental and other government regulations * Higher productivity * Enhanced market image * Elimination of defects and waste * Reduced costs and better cost management * Higher profitability * Improved customer focus and satisfaction * Increased customer loyalty and retention * Increased job security * Improved employee morale * Enhanced shareholder and stakeholder value * Improved and innovative processes Advantages of Total Quality Management: * Improves reputation- faults and problems are spotted and sorted quicker * Higher employee morale– workers motivated by extra responsibility, team work and involvement in decisions of TQM * Lower costs – Decrease waste as fewer defective products and no need for separate * Quality Control inspectors (Quay,2012) Lean......

Words: 1868 - Pages: 8

Total Quality Management

...Total Quality Management may be defined as “managing the entire organization so that it excels on all dimensions of products and services that are important to the customer” (Mcgraw –Hill 2005, p. 320). Total Quality Management was developed in the 1950’s but became a national concern in the United States in the 1980’s primarily as a response to Japanese quality superiority in manufacturing automobiles and other durable goods such as room air conditioners. Another way to look at it total quality is a description of the approach, values and organization of a company that strives to provide customers with products and services that satisfy their needs. Total Quality Management has two fundamental operational goals, making sure that the design of the product or service is done correctly and ensuring that the design or service has consistency. In order to successfully implement TQM, an organization must concentrate on the eight key elements: * Executive Management – Top management should act as the main driver for TQM and create an environment that ensures its success. * Training – Employees should receive regular training on the methods and concepts of quality. * Customer Focus – Improvements in quality should improve customer satisfaction. * Decision Making – Quality decisions should be made based on measurements. * Methodology and Tools – Use of appropriate methodology and tools ensures that non-conformances are identified, measured and responded......

Words: 729 - Pages: 3

Total Quality Management

...Assignment 2 Question: 2a) Explain the level of TQM adoption in detail with relevant examples. 2b) Explain the stages in design and development. Explain the features which could enhance the quality in product design at the conceptual stage. 1.0 Level of Total Quality Management Adoption The Six different levels of TQM implementation, this includes uncommitted, drifters, tool pushers’ improvers’ award winners and world class. According to them, these stages do not necessarily represent the stages through which organizations pass on their TQM journey. These levels are to help organization in identifying their weaknesses and proffering solutions to them through the use of continuous improvement. (Dale and Lightburn 1992) 1.1 Uncommitted This stage represents organizations that have not started a formal procedure of quality improvement. Organizations in this stage view quality improvement as an added cost and thus have no investment in quality improvement program such as training of employees. Organizations in this stage are termed uncommitted because they are not aware of the benefit of quality improvement and lack an appropriate quality improvement plan. The management of these organizations is characterized by an emphasis on return of sales and net asset employed. For example: non-attendance the meeting, failure to respond to requests the data, and not doing what they had agreed to do. Other common features of this level include: • A major concern for......

Words: 2625 - Pages: 11

Total Quality Management

...Total Quality Management: A Continuous Improvement Process Introduction In order to comprehend the need for improvement in the construction industry and to better manage our projects and construction companies, we need to look for a method to do so. Construction managers need to improve their performance. Construction costs are becoming far too high. Construction project management is more difficult than it should be. When turnaround at the end of a project becomes a gut-wrenching experience with unnecessary disputes (which must be settled) that arise due to insufficient quality or indifference to quality, settlement by negotiation, arbitration, or even litigation imposes a serious drain on the financial resources of a company and limits profit potential. To be competitive in today’s market, it is essential for construction companies to provide more consistent quality and value to their owners/customers. Now is the time to place behind us the old adversarial approach to managing construction work. It is time to develop better and more direct relationships with our owners/customers, to initiate more teamwork at the jobsite, and to produce better quality work. Such goals demand that a continuous improvement (CI) process be established within the company in order to provide quality management. Ancient Greeks referred to the concept of continuous improvement as well as the Chinese. Recently CI has been referred to as Total Quality Management (TQM). Whichever name is preferred,......

Words: 9445 - Pages: 38

History of Total Quality Management

...that architects and authorities in charge had quality standards in early ages. On the other hand, not only public goods were the one that were audited the most; Chinese demanded for quality during ancient Chinese ages as well; during the Tan Dynasty, the competent agency for textile trading stated that all craftsmen should live close to each other’s in order to increase likelihood among their products. In fact, Dr. Joseph Juran, an engineer well-known for his remarkable work on quality management tell on his article China's Ancient History of Managing for Quality: “For cost control (in ancient China), there were standards for the use of labor and materials. A variety of inspection techniques provided quality control. These included: mutual examinations shared by officials of different localities; routine patrol examinations every month or season; extensive final examinations; and selective final examinations based on sampling.” (Juran 1) Dr. Juran, in his extensive study for Quality Management, suggests that Quality Control is not a recent field but a demand people have since the early days. Certainly, we as humans always want the best for us; sometimes the best is unreachable as it could unfeasible at a determined time, but at least we want what we requested in the condition we asked it for. That is why quality is so important to sellers, suppliers and manufactures; it brings a level of prestigious and confidence to the customer in order to provide what is asked for each......

Words: 1646 - Pages: 7

Total Quality Management

...INTEGRATION PAPER (Alternative Writing Assessment) Total Quality Management for Business Education Majors Second Semester, School Year 2014-2015 The integrative paper represents the culmination of your experience and classroom learning in Total Quality Management. The FINAL PAPER should be at least 5 PAGES (but no more than 10 pages, not counting cover page, index, reference pages, and any appendices). Your paper should focus on SELECTED FIELD TOTAL QUALITY MANAGEMENT LECTURES WE HAD. THE PAPER SHOULD SHOW/ PROVE YOUR MASTERY IN COMMUNICATING THE CONCEPTS, AND THE THEORIES. Typed using 12 point font size, double spacing, one inch margins on all sides, and Times New Roman typeface. A hard copy rd of the final paper should be submitted PERSONALLY at 3 Floor, TIP Administration Building, Office of the VP for Strategic Initiatives. Don’t forget to email your final work to sirjaypy.tenerife@gmail.com on or before Thursday, 26 March 2015, 09:00 a.m. You will be graded using the rubrics for the reflection paper (see attached rubrics). 1. (50 pts) Explain the relevance of THEORY and PRACTICE (actual) of implementing Total Quality Management: a. What I learn vs. what I expect from taking the course b. What aspects of the course were most helpful and why? c. How and When I will use what I’ve learned? d. Feedback on the Instructor’s contact session (i.e., classroom, consultation, internet classroom assistant), and the materials provided. 2. (30 points) What......

Words: 451 - Pages: 2

Total Quality Management of an Event

...Total Quality Management in London Fashion Week By Name Course Instructor Institution Location Date Table of Contents Table of Contents ii 1. Introduction 1 2. Strategies Used to Manage Quality within an London Fashion Week 1 2.1 Continuous Improvement 2 2.2 Employee Empowerment 2 2.3 Benchmarking 3 2.4 Quality Circles 4 2.5 Just-in-time (JIT) 5 2.6 Knowledge of TQM tools 5 3. Staff Management Variation in London Fashion Week 6 4. Conclusion 7 References 8 1. Introduction Total quality management (TQM) involves principles that ensure that every organization stakeholders especially managers and staff are committed to attaining and maintaining highest standards in their respective duties. Events have several activities that need to be executed appropriately so that goals can be achieved. Therefore, total quality management is a vital aspect that should be implemented in events. TQM enhances efficient planning and implementation of event activities for the effective achievement of expected results and outcomes (Kaynak 2003). TQM enhances the satisfaction of clients by tailoring event plans and services based on the description of customer specification. Ultimately, it leads to the establishment of a good reputation, reliable products, and services and minimizes cost by eliminating rework and failure cost. Therefore, TQM is a continuous process that executed during in the entire process of the event to only meet but also exceed the client......

Words: 2110 - Pages: 9