Total quality management at supreme industry in mumbai

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This report evaluate and analyze the implementation of total quality management (TQM) at Supreme Industry ltd. MUMBAI (INDIA). It depicts various aspect of TQM such as different authors have different opinion/debate, importance of TQM, where as it emphasize supreme industry mission, vision, and policy. Further more it reveals about resource required like human resource, physical resource, and financial resource. on the other hand it describe audit methodology done by executives nominated by external agency. Audit methodology includes simple 'yes' or 'no' types question. Based on audit result (Quality Gaps) executives nominated by external agency followed the action plan to improve the quality at supreme industry. In action plan they followed the program like management approval and motivation, development of quality awareness and laboratory for measuring equipments (calibration) then executives nominated by external agency done TQM implementation. They finished TQM implementation in 10 phases like Quality Planning, Recognition Of Staff, Quality Chains, Effective Communication, Customer Satisfaction And Customer Feedback, Leadership And Management Commitment, Quality Control, Quality Assurance, Quality Circles, And Zero Defects. After that executives nominated by external agency sets Monitoring and Evaluation programme. In monitoring and evaluation they used Affinity Diagram And Benchmarking Tool to monitor and evaluate the production process and quality. Finally this report reveals the positive result after TQM implementation at supreme industry.

1.INTRODUCTION

Developing a quality system, such as implementation of TQM, is one of the most important processes an organization will undertake. This effort should produce the framework to manage the various processes within the company for many years. The processes should control the activities within the organization. This control cannot be left up to the individuals within the organization to manage as they deem necessary. Absent or inadequate business processes will account for most non conformances, therefore the TQM should be developed to eliminate the opportunities for non conformances and not rely on personnel to catch problems and manage processes.

2.BUSINESS CASE

Globalization of market economies has urged Supreme Industry in all sectors to concentrate on maintaining a sustainable competitive edge, which is directly, related to the upkeep of quality productivity. Supreme industry worldwide have been exploring ways to improve business practices to gain competitive edge. One of the most important technological innovations of the last decade has been the emergence of TQM solutions. But implementation of TQM at Supreme Industry is not just a technological challenge. It's a socio-technological endeavor. Hence, there are organizational and cultural issues, which determine the success of TQM implementation. The main objective of implementing TQM at Supreme Industry is to integrate the organizations business processes and manufacturing operations for improved business results by considering customer complaint regarding product quality. A good quality product or service will enables Supreme Industry to add and retain customers. Poor quality will leads to discontented customers, so the costs of poor quality are not just those of immediate waste or rectification but also the loss of future sales for Supreme industry. Technological innovations have diffused geographical boundaries resulting in more informed customers. The business environment has become increasingly complex and the marketplace has changed from local to global. Constant pressure is applied by customer, on Supreme Industry to improve competitiveness by lowering operating cost and improving logistic. Customers are becoming increasingly aware of rising standards, having access to wide range of products and services to choose from. There is an ever-increasing demand for quality product and this global revolution had forced Supreme industry to invest substantial resources in adopting and implementing total quality management (TQM) strategies. It will be a supreme industry strategy to embed awareness of quality in all organizational processes. It operates within quality circles, which encourage the meeting of minds of the workforce in different departments.

So it become essential to Supreme Industry to set An effective model of such a vision of success is Total Quality Management (TQM), which is a customer centric, set of management policies, improve production, reduce wastage that deliver quality, to attain a firm grip over the market share, continuously improving overall business performance based on leadership, supplier quality management, vision and plan statement, evaluation, process control and improvement, product design, quality system improvement, employee participation, recognition and reward, education and training, customer focus, positive effects on employee satisfaction, product quality, customer satisfaction, and strategic business performance. Implementation of TQM to supreme industry is an opportunity, to develop a quality system to manage the company. rather, supreme industry see it as an exercise in documentation forced on them by an overbearing and unsympathetic customer who has unrealistic expectations of what type of system their company needs in order to supply consistent quality on time, every time.

"TQM is a never-ending process. Investing in TQM implementation often implies a choice for a long term effort that requires a great deal of energy, management attention, money, patience, and tenacity"( Boersma,1994).

3.PROJECT OBJECTIVE(3.1). Aim

The main aim of this research is to implement Total Quality Management(TQM) at Supreme Industry Ltd. INDIA.

(3.2). Objective

To run Supreme industry in an efficient manner is goal;. If this is not the objective at Supreme industry , then Supreme industry should take a step back and determine why Supreme industry pursuing TQM implementation and how to benefit from this exercise.

The first step is to determine where Supreme industry is compared to TQM requirements. A thorough self-assessment (gap analysis) by a qualified individual or a second- or third-party assessment will show Supreme industry place on the journey to implementation. Once this gap analysis is complete, Supreme industry should develop a detailed implementation plan with specific dates and assignment of responsibilities.

4. DEBATE ON TQM /UNDERSTANDING TOTAL QUALITY MANAGEMENT (TQM)

Total Quality Management has many definitions/debate. Gurus of the total quality management discipline like Deming, Juran, Crosby, Ishikawa and Feigenbaum defined/debate the concept in different ways but still the essence and spirit remained the same. Deming (1999), "quality is a continuous quality improvement process towards predictable degree of uniformity and dependability". Deming also identified 14 principles of quality management to improve productivity and performance of the organization. Juran (2000) defined quality as "fitness for use." According to him, every person in the organization must be involved in the effort to make products or services that are fit for use. Crosby (2002) defines "quality as conformance to requirements". His focus has been on zero defects and doing it right the first time. Ishikawa also emphasized importance of total quality control to improve organizational performance. According to him quality does not only mean the quality of product, but also of after sales service, quality of management, the company itself and the human life. Feigenbaum (1992) defined "total quality as a continuous work processes, starting with customer requirements and ending with customer's satisfaction".

Definitions of quality have changed with the passage of time with changing customer's needs and requirements. But the essence has more or less been to develop an approach to problem solving, conformation to standards for customer satisfaction. With management functions getting complex, approaches to managing quality in functional areas are becoming difficult. Organizations, which have successfully use TQM principles, have customer and quality embedded in their corporate strategy. Any organization is a system of interrelated units.

For TQM to succeed, all of the components within the organization must be collectively involved. Initially, organizations implemented TQM in the hope that improvement in the shop-floor activities would solve all existing productivity and quality problems. Later, they have realized that TQM is much more than just shop-floor improvements. The definitions of quality incorporate factors like top management commitment, leadership, team work, training and development, rewards and recognition, involvement and empowerment of employees etc. These critical factors are the foundation for transformational orientation to create a sustainable improvement culture for competitive advantage on a continuous basis. According to Selladurai (2002), TQM interventions or activities must be guided by four change principles, namely work processes, variability, analysis, and continuous improvement. Product design and production processes must be improved; variance must be controlled to ensure high quality; data must be systematically collected and analyzed in a problem-solving cycle; and commitment made to continuous learning by the employees about their work.

Total â†’ Quality involves everyone and all activities in the company

Quality â†’ Conformance to requirements ( Meeting customer requirements)

Management â†’ Quality can and must be managed (Lal, 1995)

(4.1) Importance of TQM.

Apart from the adaption and implementation of formal documented procedures, the quality system imposes discipline upon all aspects of company's operations with a view to ensuring that each task is performed correctly, first time and every time consistently. This will reduce rework, cutting waste by reducing rejections and scrap on the shop floor .it will also lead to prompt delivery by reducing delays to minimum. Hence operating efficiency will also lead to prompt delivery by reducing delays to minimum . hence operating efficiency will improve resulting in an improvement in overall profitability.

(5)MARKET COMPETITIVITY

ISO 9000. is main market competitor of TQM process. Following diagram reveals ISO 9000 vs TQM. ISO 9000 is a system to satisfy a set of standard requirement in quality, While TQM activity aims at attaining corporate quality and culture for sustainable growth.

Fig 1:- ISO 9000 vs TQM activity (adopted from Aikens, 2005a)

The scope of TQM is inevitably much wider than ISO9000 , and the level of activity expected is much higher which is clear by following fig.

Fig 2; scope of activity (adopted from Aikens, 2005a)

6.COMPANY BACKGROUND

Mahavir P. Tapadia is owner of Supreme Industry pvt.ltd and company founded in 1942 at India. Company engaged in manufacturing of polymer plastic product such Moulded furniture, material handling products ,petrochemical, XF films and products, performance films , industrial Moulded products, protective packaging, plastic piping system etc (supreme, 2009). Company turnover touched Rs. 19,300 million in 2004, contributing to a cumulative growth of 53% over the last five years. By the year 2010, Company anticipate to cross the Rs. 40,000 million mark. Group assets currently stand at Rs. 9,200 million. Perseverance, Determination, Integrity, And award winning excellence to crown it. Company growth has been fuelled by potent qualities. Consistency of performance and consolidation of growth have been the distinctive features of Company progress over the years. Today, Supreme Industry continue to move forward with solid expansion plans underway. In 2005, Supreme will have invested over Rs. 1000 million in capacity enhancement program in three years alone.

Apart from business, company running social program ,for example , supreme has established a Sanskrit college ,an industrial training institute and medical institutions in various part of India. Furthermore supreme petrochemical has adopted three villages across and providing drinking water, constructing classrooms , offering scholarships even contributing resources for the local library and planting trees every year so as to help in pollution control. Also company contribute with Indian government in waste management and energy programmed.

7, MISSION AND VISION

A Mission is the definition of the special assignment being undertaken by the business. It is likely to cover the customer groups that are being served as well as the customer needs that are being met.(sample_help,2009) A Vision is a description of the business as you want it to be. It involves seeing the optimal future for the business, and vividly describing this vision. The description might include how things will be, where, who with , what you will be doing and how you will feel.

(7.1) Supreme industry mission

"To offer consistent Products and Services with uncompromising quality supported by continuous improvements and innovations thereby exceeding Customer's expectation" (supreme ,2009a)

This state that supreme industry larger quality consciousness. That helps to supreme industry to make superior products, exceed expectations of existing clients, and new customers with confidence.

(7.2) Supreme industry vision

"One world one market" (Supreme ,2009b)

Supreme industry associating with the best in the world on one hand and embracing new frontiers on the other. With Wavin Overseas b.v. of Netherlands for plastics piping systems. With Schoeller Wavin Systems International Services GmbH & Co. KG of Germany for bottle crate moulds. And with Rasmussen Polymer Development AG of Switzerland for cross- laminated,films.

(7.3)Supreme industry Quality policy

At supreme , we aspire to total quality .(Supreme, 2009c)

We stand committed to seeing this excellence permeate every aspect of our operations, as every level in the organization. Several of our plants are ISO certified. For their quality management systems, safety norms and environmental performance standards. it ins indicative of our larger quality consciousness that helps superior products, exceed the expectations of our existing clients and win new customers with confidence

8.RESOURCES REQUIRED8.1 Human Resource

Initially, making quality improvements was once thought to be the sole responsibility of specialists (Quality Engineers, Product Designers, and Process Engineers). Today, developing quality across the entire firm can be an important function of the human resource management (HRM) department. HRM can act as senior management's tool in implementing TQM in two fundamental ways. First, HR department will contact to executives nominated by the external independent agencies for process audit, product audit etc. in existing manufacturing process. and negotiate on expenditure of TQM process. Second, the HR department, with senior management's support, can take the TQM process company-wide by developing and delivering the long-term training and development necessary for the major organizational culture shift required by TQM.

8.1.1 Imparting education and training to employee (5-8 week): Education and training programme at supreme industry follows at different level in order to make sure that the desired skill is available within the supreme industry to meet international quality standards. such as 1.Training for executives, 2.Training for technical personal, 3.Training to work force (shop floor) and production supervisors.

Designation of Employees

Time frame

Training for executives

2 week

Training for technical personal (ENGINEERS)

2 week

Training to work force(shop floor) and production supervisors

4 week

Table 1 :-Education and Training Program at Supreme Industry.

8.2 Physical Resource:-

Physical resource required one training room, which includes Engineering measurement tool (Vernier Calliper, Micro Meter, Bevel Protector, Steel Rule, GO-NOGO gauges, height gauge), chairs, office desk, computers, etc.

Functions of engineering measurement tools:-

ENGINEERING MEASUREMENT TOOL

USES

QTY

COST

INDIAN RUPEES (RS)

Vernier Calliper

Small dimensions measurement (0mm-300mm), Internal and Externaldiameter measurement, depth measurement

RS 450

Micro Meter

ExternalDiameter measurement, Thickness measurement

RS 800

Bevel Protector

Angle measurement

RS 350

Steel rule

Small dimension measurement

RS 25

GO-NOGO gauges

Easy method to check Internal Diameter only

RS 150

Height gauges

For Height measurement

RS 550

Table 2: Engineering Measurement Tools

8.3 Financial Resource

Estimated cost of TQM process is expected to be RS15,00,000 (Indian Currency). Supreme industry Financial department look after the budget of entire TQM process. Following graph explains Supreme Industry operating, gross and net profits.

http://www.supreme.co.in/gif/aboutus/finchar1.jpg

Graph :- Gross and Net profits (Adopted from Supreme, 2009)

Supreme industry net profit margin in 1999-00 was RS1580 Lakhs, and it went to RS2107 Lakhs by the end of the year 2003-04. So at the moment supreme industry financial condition is good. hence supreme industry financial department will not borrow money from banks or from external sources. Supreme industry financial department will use company's net profit money.

9.QUALITY AUDIT

Quality Audit is a systematic and independent examination to determine whether quality activities and related results comply with planned arrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives. (Kemp, 2006) In other words, it is an independent review undertaken from time to time to check whether quality performance conforms to pre-determined standards in respect of quality plans, systems, policies, specifications, etc. Audit carried out by the executives nominated by the external independent agencies for specific areas such as process audit, product audit etc.

(9.1) Importance of quality audit

Specific purposes of quality audit are: To determine the extent to which existing policies, plans, and procedures are working consistently and effectively or not. To assess whether expectations (standards) aid being met chart the progress towards continuous quality improvement or not.

10. AUDIT METHODOLOGY:

These primary data I got by field supervision done by Executives nominated by External Agency on date 04/08/2009 at Supreme Industry Ltd. Mumbai. Audit methodology includes questionnaire with simple question seeking response in the form of 'yes' or 'no' and corresponding result circulated to the senior management staff based at Supreme Industry.

(10.1) Audit Questionnaire10.1.1 Process audit report at Supreme IndustrySR NOCHECK PONITS LISTYESNO/QUALITY GAP

Work instruction

Process plan

YES

Control plan

Equipment suitable for process

YES

Inspection process record

First piece inspection records

YES

Operator skill level for operation

Calibration status of the machine/manufacturing

Calibration status of the inspection fixtures/gauges

Preventive and break down maintainace of machine/fixture/gauges/dies/tooling

History cards, process capability,

YES

Process confirmed to standard parameter

House keeping at station

YES

Process qualification

Safety instruction

Table 3 : (Supreme Industry document, 2009a)

(10.1.2) Product audit report at supreme industry

Product Name :-Pipe product number ;1234

Sr noParameterSpecificationObservationInstrument used

Pipe

Length

25 mm

Vernier Caliper

Diameter

8 mm

Micrometer

Angle

45°

Bevel Protector

Surface Finish

No Scratches, No dent marks

Checked and found Nok

Visually

Table 4: (Supreme Industry documents, 2009b)

(10.1.3) Check sheets

The check sheet example shows a list of molded part defects on a production line covering a week's time. one can easily see where to set priorities based on results shown on this check sheet. assuming the production flow is the same on each day, the part with the largest number of defects carries the highest priority for correction.

Example: Moulded Pipe

Defective item

QUALITY GAP

Pipe 1

Pipe 2

Pipe 3

Pipe 4

Fibers

//////////

Grit

////////

Pinholes

//////////

Cracks

///////////

Other

/////////

Total

Table 5 : Check Sheet (Supreme Industry Document, 2009c)

(10.1.4) Cause and effect diagrams

It is also known as Ishikawa diagram or fish bone diagram because of its shape.(Garvin,1987) Cause and effect diagram mainly focus on six factors such as Machine, Man, Measurement, Method, Material and Environment.

Example: leakage from pipe during vibration

Fig: 3 Cause Effect Diagram (Supreme Industry Document, 2009d)

*NOTE :-A YES answer means acceptable, while a NO answer means not in acceptable.

During quality audit few NO(not in acceptable/ Quality Gap)result found. To improve these Quality Gap at Supreme industry, Executives of External agencies followed action plan in following ways.

11. ACTION PLAN

To improve quality at Supreme industry Executives of External agencies followed the programs like, Motivations, Development of quality awareness, laboratory for measuring equipments.

(11.1) Management approval and Motivation (1-2 week):-Executives follows motivation program for Supreme Industry employees and encourage theme about quality such as, "It should be noted that the principle force for meeting the specifications maintaining or improving quality lies not in the gauges, Instruments or other facilities for inspections, but It lies in the state of mind of the persons working in the organization from top executive down to the workers." Further more Executives followed appraisal system, incentive scheme, share employee scheme such as Supreme Industry employees will share in the success of business.

(11.2) Development of Quality Awareness (3-4 week) : Second step is about quality awareness and benefit of quality. Benefit of TQM to supreme industry such as reducing defect, customers satisfaction, increasing productivity, health and safety, fewer customer's complaint, better quality, less scrap, good customer relations, less inspection reject etc.

(11.3) Laboratory for Measuring Equipments (Calibration) (9 week):- Last step is, To measure and control the quality characteristics of products test and measuring equipments. Therefore, a metrology and material testing laboratory is very important pre-requisite to make the quality system a success.

12. IMPLEMENTATION OF TQM AT SUPREME INDUSTRY

Implementation is the carrying out, execution, or practice of a plan, a method, or any design for doing something. As such, implementation is the action that must follow any preliminary thinking in order for something to happen. (Hoyle, 1999). Implementation of Total Quality Management represents a competitive strategy. Implementation of TQM has emerged as a new and different way of managing business that allows it to provide quality goods and services at the lowest cost in order to achieve customers satisfaction and, at the same time, to ensure satisfactory business development by continuous improvements. TQM, thus eyes the triple targets of gaining maximum productivity, profitability and customer loyalty.. In other words, 'Quality' in terms of 'Total Quality' is everything an organization does in the eyes of its customers, which will determine whether they buy from this company or from its competitor.

'Total Quality Management' provides an umbrella under which everyone in the organization can str2ive and create customer satisfaction.(Lawson, 2008)

(12.1) Phase One:- Quality Planning at Supreme Industry

Planning for quality improvement, implementing the plan, analyzing the results and re-planning is a continuous cycle (Plan-Do-Check-Act ). Inter-related improvement plans are deployed at all levels of the organization (corporate, department, process, individual). Quality policy has formulated, Quality policy has adopted by the management explicitly, stating its commitment and intentions with respect to quality, Quality plans are established annually based on quality policy. The feedback on quality problems encountered in the past or expected in the future is collected. Based on this feedback, quality objectives involving every function are set, Quality objectives are set in regard to procedures, training, quality costs, documents, tools and gauges, preventive maintenance, development of new products etc. Quality plans are monitored quarterly (12.2) Phase Two:- Recognition of staff :

Recognition at Supreme Industry provided for both suggestions and achievements for teams as well as individuals. Supreme Industry Employees strive to receive recognition for themselves and their teams. Detecting and recognizing contributors is the most important job for Supreme industry. As people are recognized, there can be huge changes in self-esteem, productivity, quality and the amount of effort exhorted to the task at hand. Reward and recognition systems at Supreme industry emphasizing the achievement of quality objectives truly motivates the work force to fully participate in quality improvement activities. Recognition comes in its best form when it is immediately following an action that an employee has performed. Recognition comes in different ways, places and time such as, Ways - It can be by way of personal letter from top management. Also by award banquets, plaques, trophies, etc. Places - Good performers can be recognized in front of departments, on performance boards and also in front of top management. Time - Recognition can be given at any time like in staff meeting, annual award banquets, etc.

by the quality council, reporting directly to the chief executive.

(12.3) Phase Three:- Quality Chains and Teamwork at Supreme Industry:

Each stage of the production process is seen as being a link in the chain right down to the relationship between one worker in the process and another. This will foster teamwork. It is the teamwork from which the business will receive quicker and better solutions to problems. Teams also provide more permanent improvements in processes and operations. In teams, people feel more comfortable bringing up problems that may occur, and can get help from other workers to find a solution and put into place. At supreme industry i organized three types of teams that helps in TQM adoption :

(12.3.1) Quality Improvement Teams or Excellence Teams (QITS) - These are temporary teams with the purpose of dealing with specific problems that often re-occur. These teams are set up for period of three to twelve months.

(12.3.2) Problem Solving Teams (PSTs) - These are temporary teams to solve certain problems and also to identify and overcome causes of problems. They generally last from one week to three months.

(12.3.3) Natural Work Teams (NWTs) - These teams consist of small groups of skilled workers who share tasks and responsibilities. These teams use concepts such as employee involvement teams, self-managing teams and quality circles. These teams generally work for one to two hours a week.

(12.4) Phase Four:- Effective Communication :

It binds supreme industries employees together. Starting from foundation to roof of the TQM house, everything is binds by strong mortar of communication. It acts as a vital link between all elements of TQM. Communication means a common understanding of ideas between the sender and the receiver. Supervisors at Supreme Industry kept open airways where employees can send and receive information about the TQM process. Communication coupled with the sharing of correct information is vital. Because of effective communication at supreme industry receiver easily interpret the sender intend.

(12.5) Phase Five:- Customer satisfaction and customer feedback :

Customer satisfaction has seen as the Supreme Industry highest priority. The company believes it will only be successful if customers are satisfied. The TQM is sensitive to customer requirements and responds rapidly to them. In the TQM context, `being sensitive to customer requirements' goes beyond defect and error reduction, and merely meeting specifications or reducing customer complaints. The concept of requirements has expanded to take in not only product and service attributes that meet basic requirements, but also those that enhance and differentiate them for competitive advantage. Measures of customer satisfaction includes using market research and focus groups to identify customer needs, to build these into the process and to collect customer feedback. Besides customer surveys; survey of competing products, routine inspection, customer complaints, etc. also play vital role to implement TQM successfully

(12.6) Phase Six:- Leadership and Management commitment at supreme industry : -

Leadership in TQM helped to supreme industry manager to provide an inspiring vision, made strategic directions that are understood by all and to in still values that guide subordinates. Further more supreme industry supervisor committed in leading his employees and he made strategies, philosophies, values and goals are transmitted down through out the organization to provide focus, clarity and direction, apart from this management commitment at supreme industry helped in creating and deploying clear quality values and goals consistent with the objectives of the company and in creating and deploying well defined systems, methods and performance measures for achieving goals, to meeting customer needs and seeking continuous improvement.

(12.7) Phase Seven:- Quality Control:-

Quality control is defined as the operational techniques and activities that are used to fulfill the requirements for the quality.(Rawlins, 2008) It helps Supreme Industry to focuses on product defect detection through post-production inspection. It is concerned with the adherence to standards and sorting rejects. Quality is regarded as an 'end-of-line' function where attention is given more to the end product than the processes themselves. Variation is studied through a decision making process based on acceptable or unacceptable standards. Quality control phase makes use of techniques ( including statistical ) to achieve, maintain and improve quality standards of products and services. In other words, Quality control includes a system which accepts or rejects any activities which affects the quality and prevents quality deficiency and imparts consistency in the quality of product or service.

(12.8) Phase Eight:- Quality Assurance Unit :

Quality assurance unit at Supreme Industry covering all matters that individually or collectively influence the quality of a product. It is the totality of the arrangements made with the object of ensuring that manufacturing products are of the quality required for their intended use. A quality assurance unit assures the Supreme Industry management that all the activities are being performed as designed in the organization and the products are of quality required for their intended use. QA unit at Supreme Industry performing various principal duties and those are , To establish control procedures and revise them when necessary, To prepare specifications for raw material, packaging materials and finished products, To devise system for identification, segregation of first piece inspection to avoid mix-up with further production, To evaluate adequacy of manufacturing conditions by monitoring environment and validation of measuring instruments, To reject or release raw materials on the basis of test or analysis, To reject or release containers, closures, other packaging materials and labeling materials on the basis of results of examination, test or analysis, To reject or release each lot of finished product, To evaluate storage conditions of raw materials, intermediates and finished products, To carry out stability studies on finished products,

(12.9) Phase Nine:- Quality Circles:-

Quality circle is a small group of employees in the same work area or doing a similar type of work who voluntarily meet regularly for about an hour every week to identify, analyze and resolve work-related problems, leading to improvement in their performance, and enrichment for their work life.(Koehler, 1996) It can be seen that the concept of quality circles is just one segment of TQM. TQM is not complete without quality circles nor quality circles alone would be adequate for necessary quality culture in the whole organization. The basic aims of quality circles at Supreme industry are, To contribute to the improvement and development of the Supreme industry employee, To respect humanity and build a better workshop, To satisfy the higher human needs of recognition and self-development, Natural Work Team ( NWT ) is sometimes referred to as Quality Circles.

(12.10) Phase Ten:- Zero Defect:-

Supreme Industry believed that it is essential to make products right first time without any flaws or defects. Any problems in the production process must be filtered out before they get anywhere near to the customer.(Arcaro, 1994) "A central principle of TQM is that mistakes may be made by people, but most of them are caused, or at least permitted, by faulty systems and processes. This means that the root cause of such mistakes can be identified and eliminated, and repetition can be prevented by changing the process." Supreme industry follows three major mechanisms of prevention and those are, (1)Preventing mistakes (defects) from occurring (Mistake - proofing ), (2)Where mistakes can't be absolutely prevented, detecting them early to prevent them being passed down the value added chain (Inspection at source or by the next operation). (3)Where mistakes recur, stopping production until the process can be corrected, to prevent the production of more defects. (Stop in time)

13, MONITORING AND EVALUATION :

Trends ( data ) are displayed by measurements; interpreted statistically and numerical targets established. This data and statistics are used to monitor and evaluate production processes and

quality. A variety of data, either numerical or non-numerical can be gathered in a systematic fashion for a clear and objective picture of the facts. It has done by Data Collection Form. Monitoring and Evaluation tools for quality improvement includes :

(13.1) Affinity diagram which includes recording the individual ideas in small cards and then grouping the related cards together. The information from the cards is then transferred onto paper outlined by groupings.

(13.2) Benchmarking is used to compare an organization's activity against that of a recognized leader in the market. This will identify opportunities for quality improvement and will lead to competitive advantage in the market place.

14. AFTER TQM

After implementation of TQM all results found positive, those are as follows

(14.1) Process audit report at Supreme IndustrySR NOCHECK PONITS LISTYESNO/QUALITY GAP

Work instruction

YES

Process plan

YES

Control plan

YES

Equipment suitable for process

YES

Inspection process record

YES

First piece inspection records

YES

Operator skill level for operation

YES

Calibration status of the machine/manufacturing

YES

Calibration status of the inspection fixtures/gauges

YES

Preventive and break down maintainace of machine/fixture/gauges/dies/tooling

YES

History cards, process capability,

YES

Process confirmed to standard parameter

YES

House keeping at station

YES

Process qualification

YES

Safety instruction

YES

Table 5 : (Supreme Industry document , 2009e)

(14.2) Product audit report at supreme industry

product Name :-Pipe product number ;1234

Sr noParameterSpecificationObservationInstrument used

Pipe

Length

25 mm

25mm

Vernier Caliper

Diameter

8 mm

Micrometer

Angle

45°

Bevel Protector

Surface Finish

No Scratches, No dent marks

Checked and found ok

Visually

Table: 6 (Supreme Industry documents, 2009f)

(14.3) Check sheet

Check sheet help supreme industry to organize data by category. Check sheet show how many times each particular value occurs, and their information is increasingly helpful as more data are collected. checks sheets minimize clerical work in supreme industry since the operator merely adds a mark to the tally on the prepared sheet rather than writing out, By showing the particular defect (e.g. moulded parts) and how often it occurs in a specific locations, also check sheets help operators spot problems.

Defective item

QUALITY GAP

Pipe 1

Pipe 2

Pipe 3

Pipe 4

Fibers

Checked and found ok

Grit

Checked and found ok

Pinholes

Checked and found ok

Cracks

Checked and found ok

Other

Checked and found ok

Table :7 Check Sheet (Supreme Industry Document, 2009g)

Because it clearly organizes data, a check sheet is the easiest way to track information in supreme industry and Achieve zero errors and omissions claims.

(14.4) Cause and effect diagram

By using Cause and effect diagrams supreme industry tried to displays all contributing factors and their relationships to the outcome to identify defected areas. To solve a problem, Initially supreme industry focus on the major areas of potential causes are shown as the main bones. E.g. Materials, Methods, Measurement, Man, Machines, and Environment. Later , the sub areas have depicted, through analysis of each cause can eliminate causes one by one and the most probable root cause can be selected for corrective action. Quantitative information can also be used to prioritize means for improvement, whether it be to machine, design or operator.

Fig: 4. Cause Effect Diagram (Supreme Industry Document, 2009h)

15.CONCLUSION

I think the real benefit of TQM at Supreme Industry is the Quality culture that will be initiated by this process and the credibility that an organization achieves by complying to an international standard. This translates into the tangible benefits like customer satisfaction, more efficient operation, improved credibility, increase in profits etc. It bring awareness among all staff about quality of the product, services , processes and a responsibility that it brings it to maintain that standard will systematize the thinking. Company's goodwill will indeed improve and will help projecting company image and reputation.

Article name: Total quality management at supreme industry in mumbai essay, research paper, dissertation

Total quality management at supreme industry in mumbai

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