Tqm case study india

View current figure in a new window Continuous improvement is one of the inherent processes of TQM. It aims at measuring key quality and process areas activities. Once the key areas activities have been noted, the same has been assigned to people to work on it for its continuous improvement through empowerment policy.

Tqm case study india

The deviation from user desires or even the service standard promised to users was not Tqm case study india. A month of data was analyzed by subtracting the service standard time expected to be delivered and the actual time taken to resolve each call.

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The gaps between the actual closure time and the standard time were a measure of the problem. It was clear that the data needed to be prioritized in order to proceed.

A Pareto diagram was drawn Figure 1. Call Time Resolution Definition of metrics: In order to define clear metrics, the concept of sigma was introduced to represent variability in timeliness of service. It was quickly grasped by the group that a 3-sigma standard translates into a A project charter was drawn up accordingly.

Case Study of Total Quality Management, TQM Implementation,TQM Training by Improsys Pune

Step 2 Phase A — Analyze the Problem: The T30 calls were arranged in descending order according to actual time of closure. Those calls that had taken more than 30 minutes were segregated for analysis. It was recognized that the problem of quality was one of variability, and that the most effective solution to the problem would be ending the causes of calls with a very high time of closure.

Thus, T30 calls that had taken more than minutes T In these cases the engineer attending to the call had not closed the call after attending to it.

Why was he not aware that he was supposed to close the call? Why was the procedure of call closure changed and he was not informed? Why is there no standard operating procedure to inform employees before closing the call? The engineers were informed of the new procedure.

Step 5 Phase A — Check the Results: The next three weeks showed a dramatic drop in the T30 value from to minutes. The objective of 50 percent reduction had been achieved.

Step 6 Phase A — Standardize the Results: A standard operating procedure was drawn up for future reference. An X Bar control chart Figure 3 was introduced for routine day-to-day control. Drawing up the quality improvement report was deferred due to the project being continued to attempt to make further improvements.

The second phase of the project, or Phase B, was to reduce the T30 value by 50 percent again, from less than minutes to less than The T30 calls which took more than 30 minutes to close were collated and arranged by category in descending order of time to close.

Tqm case study india

There were two categories with the following data:How HR professionals drive TQM: a case study in an Indian organization Author(s): Sasmita Palo (Unit for Labour Studies, Tata Institute of Social Sciences, Mumbai, India).

Total Quality Management Case Studies: Business School Improves Learning, Research, and Placement Measures With TQM A cross-functional team at RIMS, a graduate business school in India, used TQM principles to improve measures of learning, faculty research, and graduate placement.

Tqm case study india

Total Quality Management (TQM) is a management approach to long-term success through customer satisfaction. Total Quality Management (TQM) is a structured system for meeting and exceeding customer needs and expectations by creating organization-wide participation in the planning and implementation of breakthrough and continuous improvement.

Total Quality Management in Service Sector: Case Study of Academic Libraries. Sribatsa Pradhan. Xavier University Bhubaneswar, Odisha, India.

Total Quality Management Case Studies: Business School Improves Learning, Research, and Placement Measures With TQM A cross-functional team at RIMS, a graduate business school in India, used TQM principles to improve measures of learning, faculty research, and graduate placement.

Improving customer service was the focus of two projects within the deployment of TQM in a mid-sized newspaper in India. This is the second piece in a three-part series of articles featuring case studies from that deployment; Part 1 of the series featured projects leading to improvements in product quality.

Total Quality Management in Service Sector: Case Study of Academic Libraries