A PROJECT REPORT

ON
“TOTAL QUALITY MANAGEMENT(TQM)”

SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY (2021-2022)
“TOWARDS PARTIAL FULFILLMENT OF BACHELOR OF BUSINESS ADMINISTRATION”

SUBMITTED BY
MR. RUSHIKESH DATTATRAY MAID
S.Y.B.B.A. (HRM)

UNDER THE GUIDANCE OF

PROF. NIKHIL DESHMUKH SIR

MAHATMA GANDHI VIDYAMANDIR’S PANCHAVATI COLLEGE OF MANAGEMENT &

COMPUTER SCIENCE PANCHAVATI NASHIK-03
 MGV’S,

Panchavati College of Management and Computer Science, Panchavati, Nashik-422003

CERTIFICATE

Certified that the project report entitled “TOTAL QUQLITY MANAGEMENT (TQM)
Has been successfully completed by RUSHIKESH DATTATRAY MAID as the partial fulfilment
of Bachelor of Business Administration (B.B.A) under the Savitribai Phule Pune University
during the academic year 2021-22.
The work has been assessed by us and we are satisfied that the same is up to standard
envisaged for the same for the level of the course. And that the said work may be presented
to the external examiner.

External Examiner Internal Examiner H.O.D

 ACKNOWLEDGEMENT

It is a great pleasure to me in acknowledging my deep sense of gratitude to all those who

have helped me in completing this project successfully.

First of all, I would like to thank Pune University, Pune for providing me an opportunity to
undertake a project as a partly fulfilment of BBA degree.

I would like to thank our Head of Department and my project guide Prof. NIKHIL DESHMUKH
SIR whose valuable guidance and encouragement at every phase of the project has help to
prepare this project successfully.

Finally, I would like to express my sincere thanks to my family, all the faculties, office staff,
and library staff of Panchavati College of management and Computer Science, Nashik and
friends who helped in some or other way in making this project.

PLACE: NASHIK RUSHIKESH D. MAID

DATE: / / BBA
(HRM)
 DECLARATION

This is to certify that I have completed the Project titled “TOTAL QUQLITY MANAGEMENT”
under the guidance of “NIKHIL DESHMUKH SIR” in partial fulfilment of the requirement for
the award of Degree of Bachelor of Business Administration at Panchavati College of
Management and computer Science Nashik. This is an original piece of work & I have not
submitted it earlier elsewhere.

PLACE: NASHIK RUSHIKESH D. MAID

DATE: / / BBA
(HRM)
 INDEX

Sr.No. Chapter Page

no.
1. INTRODUCTION
1.1. Introduction 6
1.2. Definition 7
1.3. Nature 8
1.4. Objectives 9
1.5. Scope 10
2. PROFILE OF THE ORGANIZATION
2.1 Introduction of the Organization 11-12
2.2 History of the Organization 13
3. Research methodology
3.1. Meaning and Definition 14
3.2. Research Design 15
3.3. Sources of Data 16-17
3.4. Types of Data 18
4. Data analysis and interpretation 19-23
5. Observation and findings 24
6. Conclusion 25
7. Recommendations and suggestions 26
8. Bibliography 27
 CHAPTER 1: INTRODUCTION

1.1 Introduction:

Total quality management is a mana­gement’s approach towards the quality; it can be

in regard to products, customer satisfac­tion and employee’s satisfaction. The concept of
TQM was developed by an American W. Edwards Deming and i.e., why it is called as
Deming’s concept of TQM. He introduced this concept for improving the quality of various
products and services.

Earlier it was just related with the quality of products which an organization is
producing but now other concepts like marketing, finance design, cus-tomer service has also
joined the area. TQM works on one belief that mistakes can be avoided and defects can be
prevented.

Total Quality Management, as its name implies, is related to the monitoring of quality
throughout the organization by everyone in that organization. This means that if problems
are spotted during the production process, it is the responsibility of that person to solve the
problem before it goes any further through the process. This way, problems should be
identified before they ever get near the consumer but if they do, every effort is made to sort
the problem out.

TQM talks about the satisfaction of customer, supplier, employees etc. and it requires
continuous improvement. If the workers of an organization are efficiently working then their
morale will go up. TQM works effectively if the organization works in a family manner.

Here management is like a father, employees are the children and manager is like
mother; and as father and mother takes care for their home collectively the same way,
management and managers are supposed to take care for their organization with the help
of tool called TQM. In a TQM effort, all members of an organization participate in improving
processes, products, services and the culture in which they work.
1.2 Definition:

Total Quality Management (TQM) is made of three words namely:

Total: Made up of the whole.
Quality: Degree of excellence a product or service provides.
Management: Act, art, or manner of handling, controlling, directing, etc.

Therefore, TQM is the art of managing the whole to achieve the excellence.

Some of the definitions of TQM as given by various quality experts are:

TQM is an integrated organizational effort designed to improve quality at every level.
OR
TQM is a process and philosophy of achieving best possible outcomes from the inputs,
by using them effectively and efficiently in order to deliver best value for the customer,
while achieving long term objectives of the organization.
OR
Total Quality Management is a structured system for managing the quality of products,
processes, and resources of an organization in order to satisfy its internal and external
customers, as well as its suppliers.
OR
TQM is a philosophy that is designed to make an organization faster, flexible, focused
and friendly. It leads to a structured system that focuses each employee on the customer. It
creates an environment that allows organization-wide participation in planning and
implementing a continuous improvement process to meet customer needs.
1.3 Nature:
1. Customer Focus: - - TQM Palaces emphasis in meeting the requirement of both the
internal as well as the external customer. In order to meet the requirements for the
external customer, it is necessary to meet the needs of the internal customer. The
initial focus should be on meeting needs of internal customer before an attempt is
made to meet the requirements of the external customers.

2. Continuous Process: - TQM is a continuous process. Constant and continuous efforts

are made to improve the quality, and to reduce internal costs. Quality improvement
helps the organisation to face the challenges of the competitors and to meet the
requirements of the customers. TQM is a process which goes on forever, because at
no time the quality can be 100% right. There is always a possibility for new and
better way of doing things.

3. Defect-free Approach: - TQM place emphasis on the defect-free work most of the
time. The defect free approach is phrased in various ways as right first time, working
smarter or zero defects.

4. Employees Involvement: - in TQM everyone is involved in the process from the

management director to the junior clerk or worker in the organisation. It is not just
manufacturing people, but also the accounting, finance, marketing, and even the
canteen people are involved in the TQM process.

5. Recognition and Rewards: - Recognition and rewards is an integral part of company’s

TQM Programme. Positive reinforcement through recognition and reward is
essential to maintain achievement and continuous improvement in quality.

6. Techniques: - TQM can take place by following various techniques such as quality
circle, value engineering, statistical process control, etc. Through such techniques it
is possible to improve systems and procedures.

7. System Approach: - TQM is a system approach to managing the business and

improving the performance. Without the total commitment on the part of chief
executive officer and his senior executives, TQM cannot take off to a good start.
1.4 Objectives:

The present study has been conducted with the following objectives:
The main aim of the study is to explore the implement ability and the effectiveness of TQM
implementation in India steel industries. In lieu with this, the following research objectives
will be addressed.

1. To know what is Total Quality Management.

2. Study the implementation levels of TQM among Indian steel sector.

3. Determine how such implementation improved the quality of products and services
offered by Indian steel authority.
1.5 Scope:

The world economy is a competitive space and to survive and thrive in such an
environment, the first and foremost requirement is maintaining quality in an organization.
TQM or Total Quality Management is the strategy developed by business experts that
focuses on building quality and keeping it consistent in a business environment. So, if you
are inquisitive about the scope of TQM as a career option, this blog is for you. Here will
cover the scope of this field after earning the credential of a Certified TQM Professional.

Here, we will discuss the various aspects of TQM as a career, and also talk about the
certification that you can take to validate your skills. Our main focus will be on the job scope
for TQM professionals.

Total Quality Management, also known as Total Quality Control (TQC), is a process for
the improvement of all activities within a business. Like most management methods, it aims
for perfection – theoretically striving to bring the quality up and costs down across the
whole organization.
 Chapter 2: Profile of the Organization

2.1 Introduction of the Organization

Steel Authority of India
Native name: SAIL
Type: Public Sector Unit
Industry: Steel
Founded: 19 January 1954; 68 years ago
Headquarters: New Delhi, India
Key people: Soma Mondal, (Chairman)
Products: Steel, flat steel products, long steel products, wire products, Wheel & axle for
Indian railways, plates
Revenue: Decrease ₹68,452 crore (US$9.1 billion) (2021)
Total assets: Increase ₹126,927 crore (US$17 billion) (2020)
Owner: Government of India (64.9%)
Number of employees: 63,433 (1 Nov 2021)
Parent: Ministry of Steel, Government of India
Website: www.sail.co.in

The steel industry is the largest industry in the service sector which caters to the needs
of the different categories of people. Notably, the service quality of commercial steel
industries tends to play a dominant role in high involvement industries.an, international
competition requires higher levels of quality achievement by organizations. Total quality
management is the popular area of research in management. Total Quality Management
(TQM) has been practiced in diverse manufacturing industries and now there is a growing
interest in the service sector, even from non-profit organizations (Nwabueze, 1998). But the
service industry differs from the manufacturing industry in a number of ways, such as
service intangibility, simultaneity of production, delivery and consumption; perish ability,
variability of expectations of the customers and the participatory role of customers in the
service delivery. Several authors have proposed models of TQM. However, most of the
models are based on theories and practices that are primarily derived from the
manufacturing industry.
 The steel industry is the largest industry in the service sector which caters to the needs
of the different categories of people. Notably, the service quality of commercial steel
industries tends to play a dominant role in high involvement industries.
2.2 History of the Organization
1959–1973
SAIL traces its origin to the Hindustan Steel Limited (HSL) which was set up on 19 January
1954. was initially designed to manage only one plant that was coming up at Rourkela.

For Bhilai and Durgapur Steel Plants, the preliminary work was done by the Iron and Steel
Ministry. From April 1957, the supervision and control of these two steel plants were also
transferred to Hindustan Steel. The registered office was originally in New Delhi. It moved to
Calcutta in July 1956, and ultimately to Ranchi in December 1959.

A new steel company, Bokaro Steel Limited (Bokaro Steel Plant), was incorporated on 29
January 1964 to construct and operate the steel plant at Bokaro. The 1 MT phases of Bhilai
and Rourkela Steel Plants were completed by the end of December 1961. The 1 MT phase of
Durgapur Steel Plant was completed in January 1962 after commissioning of the Wheel and
Axle plant. The crude steel production of HSL went up from 1.58 MT (1959–60) to 1.6 MT.
The second phase of the Bhilai Steel Plant was completed in September 1967 after
commissioning of the Wire Rod Mill. The last unit of the 1.8 MT phase of Rourkela – the
Tandem Mill – was commissioned in February 1968, and the 1.6 MT stage of Durgapur Steel
Plant was completed in August 1969 after commissioning of the Furnace in SMS. Thus, with
the completion of the 2.5 MT stage at Bhilai, 1.8 MT at Rourkela, and 1.6 MT at Durgapur,
the total crude steel production capacity of HSL were raised to 3.7 MT in 1968–69 and
subsequently to 4 MT in 1972–73. IISCO was taken over as a subsidiary in 1978 and later
merged in 2006.
 CHAPTER 3: RESEARCH METHODOLOGY

3.1 Meaning and Definition:

Meaning of Research:
Research is an art of scientific investigation through search of new facts in any branch
of knowledge. It is movement from unknown to known. The study of research methodology
gives the student the necessary training in gathering materials required, and also training in
technique for the collection of data appropriate to particular problem. It helps in the use of
statistics, questionnaire and controlled experimentation and in recording evidences, sorting
it out and interpreting it. Knowledge of research. methodology is helpful in various fields.
Research methodology plays key role in project work. It consists of series of actions or steps
necessary to effectively carry out research and the desired sequencing of these steps.

Basic features of a research process are:

1. Research always starts with a question or a problem.
2. Its purpose is to find answers to questions through the application of scientific
method.
3. It is a systematic and intensive study directed towards a more complete knowledge
of the subject studied.

Definition:
Research is defined as careful consideration of study regarding a particular concern or
problem using scientific methods. According to the American sociologist Earl Robert Babbie,
“research is a systematic inquiry to describe, explain, predict, and control the observed
phenomenon. It involves inductive and deductive methods.”

Inductive research methods analyse an observed event, while deductive methods verify the
observed event. Inductive approaches are associated with qualitative research, and
deductive methods are more commonly associated with quantitative analysis.
3.2 Research design
Research design refers to the overall strategy utilized to carry out research that defines a
succinct and logical plan to tackle established research questions through the collection,
interpretation, analysis, and discussion of data.

The methodologies and methods incorporated in the design of a research study will depend
on the standpoint of the researcher over their beliefs in the nature of knowledge (see
epistemology) and reality (see ontology), often shaped by the disciplinary areas the
researcher belongs to.

The design of a study defines the study type (descriptive, correlational, semi-experimental,
experimental, review, meta-analytic) and sub-type (e.g., descriptive-longitudinal case study),
research problem, hypotheses, independent and dependent variables, experimental design,
and, if applicable, data collection methods and a statistical analysis plan. A research design
is a framework that has been created to find answers to research questions.
3.3 Sources of Data
Data collection is an elaborate process in which the researcher makes a planned search for
all relevant data and is the foundation of all researches. It is the raw material with which a
researcher function. The task of data collection begins after a research problem has been
defined and research plan is chalked out. While deciding about the method of data
collection to be used for the study the researcher should keep two types of data viz.,
primary data and secondary data.

Sources of Data
What is Primary Data?
Primary data is a type of data that is collected by researchers directly from main sources
through interviews, surveys, experiments, etc. Primary data are usually collected from the
source—where the data originally originates from and are regarded as the best kind of data
in research.
The sources of primary data are usually chosen and tailored specifically to meet the
demands or requirements of particular research. Also, before choosing a data collection
source, things like the aim of the research and target population need to be identified.
For example, when doing a market survey, the goal of the survey and the sample population
need to be identified first. This is what will determine what data collection source will be
most suitable—an offline survey will be more suitable for a population living in remote
areas without an internet connection compared to online surveys.

1. Primary data:
Primary data collected by structured Questionnaire.

What is Secondary Data?

Secondary data is the data that has already been collected through primary sources and
made readily available for researchers to use for their own research. It is a type of data that
has already been collected in the past.

A researcher may have collected the data for a particular project, then made it available to
be used by another researcher. The data may also have been collected for general use with
no specific research purpose like in the case of the national census.
Data classified as secondary for particular research may be said to be primary for another
research. This is the case when data is being reused, making it primary data for the first
research and secondary data for the second research it is being used for.
2. Secondary data:
Secondary data is the data already collected by others for purposes other than solution of
the problem at hand. In case of Secondary data, the nature of data collection work is merely
that of compilation. Secondary data has several supplementary uses.

A. Internal sources:

• Company Records

• Service Reports

• Annual Report

• Company Brochure

• Company Library

B. External sources

• Web pages of organizations and journals

• Reference Books

• Magazines

• Newspapers

• Internet
3.4 Types of Research:
Types of research methods and example

Research methods are broadly classified as Qualitative and Quantitative.

Both methods have distinctive properties and data collection methods.

A. Qualitative methods:

Qualitative research is a method that collects data using conversational methods, usually
open-ended questions. The responses collected are essentially non-numerical. This method
helps a researcher understand what participants think and why they think in a particular
way.

Types of qualitative methods include:

1. One-to-one Interview
2. Focus Groups
3. Ethnographic studies
4. Text Analysis
5. Case Study

B. Quantitative methods

Quantitative methods deal with numbers and measurable forms. It uses a systematic way of
investigating events or data. It answers questions to justify relationships with measurable
variables to either explain, predict, or control a phenomenon.
Types of quantitative methods include:

1. Survey research
2. Descriptive research
3. Correlational research
 Chapter 4: Data Analysis and Interpretation

1. Customer Satisfaction
Satisfies customer contribute more revenue to firm

Feedback Frequency Percentage

Valid strongly agree 6 40.00%

Agree 8 53.30%

Strongly Disagree 1 6.70%

Total 15 100.0%

FREQUENCY
Valid strongly agree Agree Strongly Disagree

7%

40%

53%

Conclusion:
After data operate and bring together, I have found 53.3% peoples are agree 40% strongly
agree and 6.7% strongly disagree.
 2. Equality basis
Need to recognize all the customers on equality basis

Feedback Frequency Percentage

Valid Strongly Agree 5 33.30%

Agree 7 46.70%

Disagree 1 6.70%

Strongly Disagree 2 13.30%

Total 15 100.0%

Frequency

Valid Strongly Agree Agree Disagree Strongly Disagree

Conclusion:
After data operate and bring together, I have found 46.7% peoples are agree 33.3% strongly
agree 6.7% are disagree and 13.3% are strongly disagree.
 3. Customer expectation:
Offer of products in accordance to customers’ expectations

Feedback Frequency Percentage

Valid Agree 4 26.70%

Disagree 6 40.00%

Strongly Disagree 5 33.30%

Total 15 100.0%

Frequency

Valid Agree Disagree Strongly Disagree

Conclusion:
After data operate and bring together, I have found 26.7% peoples are agree 40% strongly
agree 33.3% are disagree.
 4. Technology
Technology adoption influence the price of product

Feedback Frequency Percentage

Valid Strongly Agree 4 26.70%

Agree 10 66.70%

Disagree 1 6.70%

Total 15 100.0%

Frequency

Valid Strongly Agree Agree Disagree

Conclusion:
After data operate and bring together, I have found 66.7% peoples are agree 26.7% strongly
agree 6.7% are disagree.
 5. Quality & Price:
Quality and price correlated

Feedback Frequency Percentage

Valid Strongly Agree 5 33.30%

Agree 9 60.00%

Strongly Disagree 1 6.70%

Total 15 100.0%

Frequency

Valid Stronly Agree Agree Strongly Disagree

Conclusion:
After data operate and bring together, I have found 60% peoples are agree 33.3% strongly
agree 6.7% are strongly disagree.
 Chapter 5: Observation and Findings

1. TQM leads to improve quality in every organization.

2. It results efficiency & high productivity.
3. It gifts us customer satisfaction.
4. By adopting it an organization become best in class organization.
5. It leads to employ satisfaction also.
6. It reduces the cost of the processes.
7. It gives the organization huge profits.
8. It increases the market share of the organization.
 Chapter 6: CONCLUSION

In the field of total quality management, confusion arose worldwide with the scope of TQM
concept and the effects of TQM implementation. In fact, much research dealing with the
concept of TQM has been conducted. Researchers have adopted different definitions of
TQM: thus far, it has come to mean different things to different people.

After survey of literature related to TQM implementation in Indian manufacturing firms, it

became evident that no case study research dealing with the implementation of TQM in
automotive industry had been systematically conducted. Thus, conducting case study
research on TQM implementation in automotive industry is timely and fills the research gap.
 Chapter 7: Recommendations and suggestions

1. Top management should create a culture that happily absorbs the changes and
innovation.

2. There should be such types of norms and values that can well come and appreciate
the technology and innovation.

3. There should be seminars, workshops, training programs about the benefits of the
TQM.

4. TQM should be used for the process management i.e., improvement in process.

5. HRM department should be highly effective and resourceful.

6. All the managers should have the quality of effective leadership.

7. Top management should support the climate of TQM.

8. There should be effective planning for the implementation of TQM.

9. TQM should be a part of organisation to sustain the growth and competitive edge of
the organisation.
 Chapter 8: BIBLIOGRAPHY

A. Websites:

1. https://www.wikipedia.com/
2. https://www.google.com/