PROJECT REPORT

ON
“ANALYSIS OF THE QUALITY PROCEDURES
AT M/S WHEELS INDIA LTD.”

Submitted By
VAISAKH.NS
ENROLLMENT NO:19AT603400100 (2019-2020)

Project Report Submitted To MADURAI KAMARAJ UNIVERSITY in partial fulfillment

of the requirements for qualifying Master of Business Administration (OPERATIONS &
PROJECT MANAGEMENT) - 2019-2020

MADURAI KAMARAJ UNIVERSITY

PALKALAI NAGAR,
MADURAI-625021

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 MADURAI KAMARAJ UNIVERSITY
MADURAI-625021

CERTIFICATE

This is to certify that the project titled “ANALYSIS OF THE QUALITY

PROCEDURES AT M/S WHEELS INDIA LTD.” is bonafide work of VAISAKH.NS
ENROLLMENT NO: 19AT603400100 and is being submitted in partial fulfillment for the
award of the “MASTER OF BUSINESS ADMINISTRATION (OPERATIONS &
PROJECT MANAGEMENT)”in MADURAI KAMARAJ UNIVERSITY, MADURAI
under my Guidance during the year 2021 and this report has not been submitted earlier to this
University for the fulfillment of the requirement of a course of study.

PLACE: CHENNAI
DATE: Signature of Guide

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 TABLE OF CONTENTS

CHAPTER CONTENTS PAGE NO.

TITLE OF THE PROJECT………………………………4

1. INTRODUCTION TO THE STUDY…………………………… 5

2. COMPANY PROFILE…………………………………………. 26
3. REVIEW OF LITERATURE……………………………………30
4. OBJECTIVE OF THE STUDY……………………………..… 35
5. RESEARCH METHODOLOGY………………………………. 36
6. FINDINGS AND RECOMMENDATION………………… …. 38
7. CONCLUSION…………………………………………………40
8. REFERENCES…………………………………….…………..42

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 TITLE OF THE PROJECT

“ANALYSIS OF THE QUALITY PROCEDURES

AT M/S WHEELS INDIA LTD.”

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 CHAPTER -1
INTRODUCTION TO TOPIC

ESTABLISHING A QUALITY PROCEDURE:

Improving quality (reducing bad quality and improving work processes) in a company
requires reflection by both the management and all the employees in order to define the
reachable goals in terms of quality that can be accepted by everyone.

A "quality policy" is the general directives and goals in terms of quality that are laid out
by a company's management and formalized in a written document. The quality policy
defines the directives and stakes persued in terms of beneficiary satisfaction.

The term "quality procedure" refers to the approach and operational organization used to
achieve the goals set by the quality policy.

Most importantly, an inventory of the company must be taken that can be used to outline
its organization and which clarifies the company's project:
 The company's general goals
 The general organization and responsibilities: who does what?

At this stage, a new structuring that takes into account the quality organization can be
defined. This "organizational shake-up" allows companies to redefine their core business
and goals and constitutes a means by which to soften résistance to change. Insofar as the
goal of quality is beneficiary satisfaction, it is essential to properly define the
beneficiaries.

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Because implementing a quality procedure often requires organizational changes, it must
start off by involving the highest level of the hierarchy. Writing a commitment letter that
is signed by management sets the procedure in stone and legitimizes a quality manager
when operational changes are implemented.

A quality procedure hinges on successive action plans that allow a company to pinpoint
and formalize short-term goals and the means by which to meet them. Instituting a
quality procedure above all involves establishing a new spirit that is shared by everyone
in the company. Therefore, a successful project depends largely on the communication
surrounding its implementation. So, a communication campaign will allow employees
to learn about the action that has been taken and find their place in the company's project.

CONCEPTUALIZATION:

Human resource is the 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. Today, quality management has become one of the important
forces leading to organizational growth and a company‘s success in national and
international markets.

To be successful in the marketplace, each part of the organization must work properly
together towards the same goals, recognizing that each person and each activity affects
and in turn is affected by others

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To be successful in the marketplace, each part of the organization must work properly
together towards the same goals, recognizing that each person and each activity affects
and in turn is affected by others.

To improve competitiveness, organizations are looking

for a higher level of effectiveness across all functions and processes and are choosing
TQM as a strategy to stay in business. The increased awareness of senior executives, who
have recognized that quality is an important strategic issue, is reflected as an important
focus for all levels of the organization. This requires defining and implementing several
factors (identified as critical factors in this paper).

Many companies are frustrated in their effort to improve quality through TQM because
these companies have exclusively focused on financial measures instead of quality
measures. Other studies, in the recent past also observed the failure of TQM. These
failures are due to the too much- too soon effort without proper foundation and focus.
Manufacturing firms, therefore, need to understand the TQM CSFs for the successful
implementation of TQM. Therefore, there is a pressing need to establish TQM CSFs for
manufacturing firms. This paper examines the TQM frameworks developed by scholars
and businesses and develops the TQM CSFs for manufacturing firms.

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 everyone to do what they have agreed to do and to do it right the
first time and every time.

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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:
Everyone associated with the company is involved in continuous improvement, in all
functional area, at all level.

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.

FOUR C‘S OF TQM:

1. Commitment 2. Competence
3. Communication 4. Continuous improvement

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PRINCIPLES OF TQM:-

1. Delight the customer

2. Management by fact
3. People based management
4. Continuous improvement
5. Strong leadership
6. Quality system measure& record
7. Team work, Team accountable, correct problem
8. People oriented technology, speed.

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.

OPERATIONS MANAGEMENT:

Operations management focuses on carefully managing the processes to produce and

distribute products and services. Major, overall activities often include product creation,
development, production and distribution. (These activities are also associated with

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Product and Service Management) Related activities include managing purchases,
inventory control, quality control, storage, logistics and evaluations of processes
. A great deal of focus is on efficiency and effectiveness of processes. Therefore, operations
management often includes substantial measurement and analysis of internal processes.
Ultimately, the nature of how operations management is carried out in an organization
depends very much on the nature of the products or services in the organization, for
example, on retail, manufacturing or wholesale.

Companies spend millions wringing every bit of inefficiency from supply chains. But,
there is a hidden trove of efficiency and value that leading companies are just beginning
to consider. Supply chain migration from lean and functional to agile and customized.
Improving supply- chain management to gain a competitive edge. A misaligned supply
chain can lead to higher costs, lower quality and poor customer service. An Investigative
Study in Small and Medium Enterprises. It appears that the notions on supply chain
management may only be indirectly associated with the issues surrounding consumer
behaviors toward maintaining and/or otherwise pushing customer satisfaction. The forces
of globalization and ever flattening world are exerting renewed pressure on global supply
chains. It is time that organizations counter supply chain disruptions by building solid
'sense and respond' capabilities. Four cardinal principles for maximizing payback from
supply chain technology investments. This paper examines the impact of e-business on
supply chain integration on four critical impacts of e-business on supply chain integration
on four critical dimensions.

The complexities of getting material ordered, manufactured and delivered overload most
supply chain management (SCM) systems. Eradicating the "high-inventory-poor-servicelevel"
problem. Unlocking Value from E-Supply Management. Despite the "e," e-supply
management is about much more than technology. Five steps can help businesses make
the most of their efforts. A few farsighted finance executives are managing their supply
chain as a virtual corporation, finding innovative ways to reduce costs and increase
earnings.

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Flow Manufacturing is Essential to Competitive Supply Chain Management. Many companies
are not aware of how their supply chains are performing or even what supply chain they're in.
Specific assessment criteria based on the Six Levels of Supply Chain Excellence and a strategic
assessment methodology can help them determine how their supply chain is performing and thus
plot a course for improvement. Major shifts in global business conditions are radically altering
input costs and risk.

In response, companies must realign their supply chains, including: rethinking product
formulation and packaging, restructuring the supply chain network and footprint, and realigning
the role of suppliers and third parties. Now that Supply Chain Management has entered the
consciousness of manufacturing managers, we are experiencing the inevitable rush to
apply a software solution to implementation of a fully integrated chain of activities from
the top to the bottom of the materials flow. But supply chain management is much more
than software.

Focus of the problem:

The main emphasis will be on to find out quality employee‘s commitment towards their
work as a result of 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 level and
commitment towards 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 employees commitment in the company has so far not
undertaken. This project has been done first time in the company.

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LIMITATION

 Employees of the organization may hide the fact.

 The management did not agree to disclose all the confidential data.
Number of respondents are very less, so clear conclusion can‘t be drawn

Quality Management:

A quality procedure is the 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 .

UNDERSTANDING TOTAL QUALITY MANAGEMENT (TQM)

Origins of TQM

Total quality management has evolved from the quality assurance methods that were first
developed around the time of the First World War. The war effort led to large scale
manufacturing efforts that often produced poor quality.

To help to correct this, quality inspectors were introduced on the production line to ensure that
the level of failures due to quality was minimized.

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After the First World War, quality inspection became more common place in
manufacturing environments and this led to the introduction of Statistical Quality Control
(SQC), a theory developed by Dr. W. Edwards Deming. This quality method provided a
statistical method of quality based on sampling. Where it was not possible to inspect
every item, a sample was tested for quality. The theory of SQC was based on the notion
that a variation in the production process leads to variation in the end product. If the
variation in the process could be removed this would lead to a higher level of quality in
the end product.

After World War Two, the industrial manufacturers in Japan produced poor quality items.
In a response to this, the Japanese Union of Scientists and Engineers invited Dr. Deming
to train engineers in quality processes. By the 1950‘s quality control was an integral part
of Japanese manufacturing and was adopted by all levels of workers within an
organization.

By the 1970‘s the notion of total quality was being discussed. This was seen as companywide
quality control that involves all employees from top management to the workers, in
quality control. In the next decade more non-Japanese companies were introducing
quality management procedures that based on the results seen in Japan. The new wave of
quality control became known as Total Quality Management, which was used to describe
the many quality-focused strategies and techniques that became the center of focus for the
quality movement.

Total Quality Management has many definitions. Gurus of the total quality management
discipline like Deming, Juran, Crosby, Ishikawa defined the concept in different ways but
still the essence and spirit remained the same. According to Deming, quality is a
continuous quality improvement process towards predictable degree of uniformity and
dependability.

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Deming also identified 14 principles of quality management to improve
productivity and performance of the organization. Juran 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 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 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.

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SELECTION AND ANALYSIS OF TQM FRAMEWORKS:

An extensive literature survey has been carried out to select TQM frameworks for this
study. The relevant literature has revealed that different countries have adopted similar
TQM frameworks in the form of quality awards with a different title. Today, there are
more than a hundred quality awards existing in different countries. However, all these
quality awards are basically derived from three basic and prestigious awards: the
Malcolm Baldrige National Quality Award (MBNQA), the European Quality Award
(EQA) and the Deming Prize. This study, therefore, includes only these three basic
awards as TQM frameworks along with other frameworks developed by scholars.
Furthermore, through the study of TQM literature, eleven TQM frameworks developed
by researchers have been selected. In total, fourteen important TQM frameworks viz.

The Cost of TQM:

Many companies believe that the costs of the introduction of TQM are far greater than the
benefits it will produce. However research across a number of industries has costs
involved in doing nothing, i.e. the direct and indirect costs of quality problems, are far
greater than the costs of implementing TQM.

The American quality expert, Phil Crosby, wrote that many companies chose to pay for
the poor quality in what he referred to as the ―Price of Nonconformance‖. The costs are
identified in the Prevention, Appraisal, Failure (PAF) Model.

Prevention costs are associated with the design, implementation and maintenance of the
TQM system. They are planned and incurred before actual operation, and can include:

Product Requirements – The setting specifications for incoming materials, processes,

Quality Planning – Creation of plans for quality, reliability, operational, production and
inspections.

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Quality Assurance – The creation and maintenance of the quality system.

Training – The development, preparation and maintenance of processes.

Appraisal costs are associated with the vendors and customers evaluation of purchased
materials and services to ensure they are within specification. They can include:

Verification – Inspection of incoming material against agreed upon specifications.

Quality Audits – Check that the quality system is functioning correctly.

Vendor Evaluation – Assessment and approval of vendors.

Failure costs can be split into those resulting from internal and external failure. Internal
failure costs occur when results fail to reach quality standards and are detected before
they are shipped to the customer. These can include:

Waste – Unnecessary work or holding stocks as a result of errors, poor organization or

communication.

Scrap – Defective product or material that cannot be repaired, used or sold.

Rework – Correction of defective material or errors.

Failure Analysis – This is required to establish the causes of internal product failure.
External failure costs occur when the products or services fail to reach quality standards,
but are not detected until after the customer receives the item. These can include:

Repairs – Servicing of returned products or at the customer site.

Warranty Claims – Items are replaced or services re-performed under warranty.

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Complaints – All work and costs associated with dealing with customer‘s complaints.

Returns – Transportation, investigation and handling of returned items.

MODELS OF TQM:

These models are presented in brief, because many of the concepts are already
discussed above and these models have put different emphasis on some of these
concepts. Only where some new point is brought in the model, it is discussed in details.

1. Seven characteristics of total quality by Feigenbaum

(i) Systematic Process, extending throughout the company.

(ii) Quality process in the organization must be correctly structured. Else

Everybody‘s job is Nobody‘s Job.
(iii) Total Quality improvement must take place from Marketing to After
SalesService covering all aspects of the business.
(iv) Emphasis on what buyer wants.

(v) Application of new Technologies.

(vi) Participation of ALL – not just Specialists.

(vii) Company must establish clear Customer Oriented Quality Management

System, which people should understand and want to be part of.

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Oakland‘s 13 states representing gradual progression towards implementation of TQM
based culture:

(i) Understanding Quality

(ii) Commitment to Quality

(iii) Policy on Quality

(iv) Organisation for Quality

(v) Measuring Costs of Quality

(vi) Planning for Quality

(vii) Design for Quality

(viii) System for Quality

(ix) Capability for Quality

(x) Control for Quality

(xi) Team Work for Quality

(xii) Training for Quality

(xiii) Implementation of TQM

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How does TQM Create an Environment that Promotes Quality?

TQM is more than just a philosophy. In addition to proposing new theories about the
workplace, it advocates specific changes that managers need to make if they want to
improve the system. These changes are best described in Deming's "14 Points," which are
condensed under the four categories below:

 Customer Relationships: Customers can be either internal or external to an

organization. Just as a customer is the person buying a product in a store, an employee
is the customer of management. Managers need to realize that quality work will not
be done unless they provide employees with quality products to work with
(Blankstein 1992).

 Employee Empowerment: TQM starts at the top but should permeate the workplace
the fact is that it will fail without employee involvement. Since workers know more
about their jobs than management does, their input is vital to improving the system. It
is a manager's responsibility to continuously train employees in the methods of TQM,
involve them in management decisions, listen to their suggestions for system changes,
and work towards implementing those changes (Schmoker 1992).

 Continual Gathering and Use of Statistical Data: Most companies monitor the quality
of their products by doing mass inspections that determine how many low-quality
items are being produced, but Deming calls for monitoring of the production process
by continually gathering statistical data so that problems can be identified as they are
happening instead of when it is too late to solve them. When problems are identified,
they should be the focus of discussion, and the groups discussing them should rely on
the data to institute change instead of randomly assigning blame to individuals or
departments (Deming).

 Create an Environment that Promotes Unity and Change: People need to feel

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comfortable discussing problems and suggesting solutions. Managers need to work at
breaking down barriers between departments so that interactive discussion can take
place. Fear must be eliminated. Also, managers are urged to do away with slogans,
quotas, goals, and objectives since they encourage competition between workers and
put the focus on individual results rather than process (Deming).

THE TQM VISION:

The quality cycle begins and ends with the user. It starts when the user's need is analyzed
to design a product. During the development & manufacture of that product, various
departments and sections of the company make their contributions in building quality into
it. The cycle ends with the user because the final proof of the product quality comes
during its use by the user, whose "delight" is the ultimate aim of this concept. Quality is
no longer the exclusive domain of the inspectors, manufacturers and pharmacists. Even
Sales personnel have their role to play in the achievement of the primary objective of
quality.

Quality Management, as does any management process, has three main components:
1. Quality Planning - Designing the desired & deliverable quality standards.
2. Quality Implementation.
3. Quality Monitoring & control.
It is imperative that TQM efforts should be properly organized to co-ordinate the various
contributing aspects of quality. As such we need to know the basic ideas behind TQM.
Organizations are made up of a complex system of customers and suppliers. People pay
attention to who supplies them; with what they need to do their job and who the customer
is for what they produce. When everybody becomes concerned about meeting their
customers' requirements, quality will be there, without doubt. In meeting customer
expectations the focus must be on the process, not just on the results. To improve a
process it is important to look at the socio-cultural issues of organization to create a
healthy, open atmosphere in which people are willing to open up and do some
introspection on their processes. And this is something the management must be able to
facilitate.

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In contrast to traditionally managed organization, TQ managed organizations believe that,
though there is no complaint from the customers, there is always scope for improvement.
Everybody in the organization is trained to plan & participate in groups. Meetings &
Brain storming sessions become primary vehicles for planning & creative problem
solving. Each member in the team is recognized & rewarded. Errors and problems are
viewed as opportunities for learning rather than blunders to be punished.
In the recent past, TQM got its formal recognition by way of ISO 9000. In order that
organizations may successfully compete with world-class leaders, it is imperative to look
at and be prepared for quality way beyond the popular ISO 9000.

In the context of the Indian organization, the common perception held is that quality
improvement is uneconomical since it increases cost and investment, thereby decreasing
productivity. Traditional Indian managers are not prepared for intense global competition
where quality, cost, and sticking to the deadlines and customer satisfaction are of
paramount importance. They are not prepared to shed the belief that they can get business
by cornering licenses, influencing the bureaucrats.

Domestic managers are unaware of the momentous changes taking place. Ironically even
today most Indian managers rely more on market gossip and collecting random data than
paying an accredited agency for factual information.

Indian companies should wake up to the realities and try to build up an organization
where information flows freely; employees are empowered with decision-making and
problem solving, where teamwork is awarded and encouraged. Our executives have to
learn how to become successful quality managers, so that they can become global
managers and this primarily means change in their mindset.

Sustainable Development of TQM:

Sustainability is defined as ‗the ability of an organization to adapt to change in the
business environment to capture contemporary best practice methods and to achieve and

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maintain superior competitive performance‘ describes sustainability as the development
that meets present needs without compromising the ability of future generations to meet
their own needs. Without sustainability, there is little benefit to be gained from TQM.
Ahmed et al. (2002) reported that many organizations jumped on the TQM bandwagon
thinking that if they copy the tools and techniques, they will reap the benefits of TQM.
The findings of their study suggested that the social systems cannot be ignored; rather
both social and technical systems need to be developed simultaneously for sustainability
of TQM. The following symptoms for TQM process not working.

 The results are not visible;

 Top management commitment is not seen and is not felt;
 Middle management does not know precisely what is expected of them in relation
to the TQM process;
 Low degree of employee involvement; and
 The organization changes priorities often and as a result quality decreases.

In the present context, there is a need to develop a TQM sustainability methodology that
clearly defines the steps to be taken by the organizations for effective long term
implementation of TQM. This is attempted in the present study by using Deming‘s Plan-
Do-Study-Act (PDSA) cycle. This approach is unique and can be customized to suit the
requirements of individual user as explained in the methodology section.

PDSA Cycle for Sustainable Development Of TQM:

The Deming‘s PDSA cycle is a well-known model for continual process improvement. It
teaches organizations to plan an action, do it, study to see how it conforms to the plan and
act on what has been learned.
The terms are defined below.
Step 1: Plan Recognize an opportunity, and plan the change.
Step 2: Do implement the change.
Step 3: Study Review the implementation, analyze the results and identify
learnings.

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Step 4: Act Take action based on what you learned in the step 3. If the change
was successful, incorporate the learnings from the test into wider
changes.

Benchmarking: For many companies benchmarking has become a component of their

TQM Programme.

In most developing countries like India, until recently almost all the industries had a few
number of products and services, which differed markedly in their utilitarian
characteristics. However, such a situation is hardly sustainable with increasing
competition from foreign goods and services. In such a situation, competing firms have to
continuously improve.

The benchmarking approach not only provides a comparative profile, but also helps the
management to identify innovative products and services."Benchmarking is a continuous
process of measuring one's products, services & practices against toughest competitors".
It will search for the best practices in the industry, which will lead to superior quality
goods. With the growing emphasis on quality, it has got great significance in the present
competitive world.

If best practices are followed, customer requirements can easily be met, leading to
increasing profitability of the company. But the employees resist change in the beginning
because they are habituated to old processes. Efforts to change mindset of employees
must vigorously continue till desired effect is achieved.

Business Process Reengineering:

Business Process Reengineering generally redesigns processes & the organization that
performs them in order to reduce the number of boundaries crossed. Each time a process
crosses an organizational boundary, opportunities for errors arise. Business Process
Reengineering is the fundamental rethinking and radical redesign of Business Processes
to achieve dramatic improvements in critical contemporary measures of performance,

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such as cost, quality, service and speed.
Precautions:

Wherever the responsibility of quality management is to be delegated to different

departments, it should be done with many precautionary measures, thereby ensuring
monitoring & control is in the hands of quality management people. The hierarchy
structure of quality management should be kept to as few levels as possible and the span
of control should be as broad as possible.

As the traditional organizations are unable to meet the present challenges, there is every
need for new techniques & philosophies with which organizations can survive and thrive
under grueling competition. To retain their competitive edge, company should change
their traditional ways of working, to read their customer's mind. No organization can
afford to overlook customer, competition & change, the three vital forces of today's
competitive environment. TQM is an important milestone in the ongoing evolution of the
field of management.

QUALITY MEASUREMENT TECHNIQUES:

Quality measurement technique is based on a set of activities, used on an ongoing and

continual basis, to measure performance in terms of meeting identified customer needs
and satisfiers. Quality measurement is concerned with the perception of customers and
levels of satisfaction and how to use those measurements in the design of a product or
service and/or to track the achievement of activity goals.

Purpose
The purpose of quality measurement technique is to identify the indicators needed to
measure customers‘ perceptions of the enterprise, in terms of quality or performance and
to establish a measurement process that is consistent with measuring objectives, targets,
and goals set out in the reinvented value stream or redesigned process.

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Benefits:

The benefit of using quality measurement technique is that it establishes a framework for
quality measurement and continuous improvement and provides a reliable and objective
basis for decision making based on objective analysis of performance. Six Sigma is a
business management strategy originally developed by Motorola, USA in 1986.[1][2] As
of 2010, it is widely used in many sectors of industry.

Six Sigma seeks to improve the quality of process outputs by identifying and removing
the causes of defects (errors) and minimizing variability in manufacturing and business
processes. It uses a set of quality management methods, including statistical methods, and
creates a special infrastructure of people within the organization ("Black Belts", "Green
Belts", etc.) who are experts in these methods. Each Six Sigma project carried out within
an organization follows a defined sequence of steps and has quantified financial targets
(cost reduction and/or profit increase).

The term Six Sigma originated from terminology associated with manufacturing,
specifically terms associated with statistical modeling of manufacturing processes. The
maturity of a manufacturing process can be described by a sigma rating indicating its
yield, or the percentage of defect-free products it creates. A six sigma process is one in
which 99.99966% of the products manufactured are statistically expected to be free of
defects (3.4 defects per million). Motorola set a goal of "six sigma" for all of its
manufacturing operations, and this goal became a byword for the management and
engineering practices used to achieve it.

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 CHAPTER -2
COMPANY OVERVIEW

Wheels India is promoted by the TVS Group and was started in the early 60's to
manufacture automobile wheels. Products manufacturing and supplying of wheels for
heavy vehicles like trucks, buses, trailers, wheels for light vehicles like cars, mini vans,
wheels. Today, Wheels India has grown as a leading manufacturer of steel wheels for
passenger cars, utility vehicles, trucks, buses, agricultural tractors and construction
equipment in India. The company supplies 2/3rd of the domestic market requirement and
exports 18% of the turnover to North America, Europe, Asia Pacific and South Africa.
The company also has a technical-financial collaboration with Titan Europe
Wheels India designs and manufactures wheels for the specific requirements of the
customer. Our activities are driven by the following objectives:

 Maintain leadership in the domestic market and presence in export markets.

 Ensure customer satisfaction through timely delivery of quality products and
services, at competitive prices.
 Continuously improve & innovative product design, process technology and work
environment to offer better products.
 Bring about involvement of all employees in achieving the above objectives.

Headquarters of Rampur district is Rampur Rown and it is a part of Moradabad division. It

is bounded by District Udham Singh Nagar in North side, Moradabad in West side,
Bareilly in East side and Badaun in South side. The district occupies an area of 2,367 km².
Wheels India has the ability to design the complete range of steel-wheels to suit customer
requirements, incorporating necessary styling and performance characteristics.

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PRODUCT:
 Wheels for Heavy Vehicles
(Trucks, Buses, Light Commercial Vehicles, Trailers, Tippers etc.)
 Wheels for Light Vehicles
(Passenger Cars, Mini Vans, SUV's & MUV's)
 Wheels for Agricultural Applications
(Tractors, Combines, Farm Equipments etc.)
 Wheels for Off-Road Construction Equipments
 Wire Wheels
(For Contemporary & Classic Cars, MUV's & SUV's)
 Air Suspension

AWARDS:

All India Organization of Employers' (AIOE), an allied body of Federation of Indian

Chambers of Commerce and Industry (FICCI) Award for Outstanding Industrial
Relations: 2010-11

WHEELS INDIA POLICY AND EQUAL OPPORTUNITIES:

 The Company believes that human resources which manage the other resources have
infinite potential and therefore, their development is the key to Organizational
effectiveness. We firmly believe in integrating the HR with the business operations
and to contribute significantly towards achieving the business objectives, growth and

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development of the Organization and employees.

 Wheels India provides equal opportunity to its employees and all qualified applicants
for employment, without regard to their religion, race, caste, colour, marital status,
sex, age etc, and decisions are based solely on merit.

 Employees in Wheels India are treated with dignity and respect and in accordance
with the Company's policy to maintain a work environment free from discrimination
and abusive behavior, including gender based ones, in any form or manner
whatsoever.

 Minimum Age for recruitment: Candidates should have completed 18 years of age as
on the date of application.

 Wheels India has adopted the Confederation of Indian Industry's ( CII ) Code of
Conduct for Affirmative Action. Accordingly, we encourage candidates belonging to
Scheduled Caste and Scheduled Tribe to apply and provide them equal opportunity
either for employment and / or for institutional training as part of their educational
curriculum.

 We have, nearly for five decades, consistently maintained a peaceful and harmonious
relationship with the trade union and the employees, based on mutual trust &
confidence, respect and concern for values. We nurture leadership with one internal
trade union.

SWOT ANALYSIS:
Strengths
A firm's strengths are its resources and capabilities that can be used as a basis for
developing a competitive advantage. Examples of such strengths include:

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  Patents
 Strong brand names
 Good reputation among customers
 Cost advantages from proprietary know-how
 Exclusive access to high grade natural resources
 Favorable access to distribution networks

Weakness:
The absence of certain strengths may be viewed as a weakness. For example, each of the
following may be considered weaknesses:
 Lack of patent protection
 A weak brand name
 Poor reputation among customers
 High cost structure
 Lack of access to the best natural resources
 Lack of access to key distribution channels

In some cases, a weakness may be the flip side of strength. Take the case in which a firm
has a large amount of manufacturing capacity. While this capacity may be considered a
strength that competitors do not share, it also may be a considered a weakness if the large
investment in manufacturing capacity prevents the firm from reacting quickly to changes
in the strategic environment.

Opportunities
The external environmental analysis may reveal certain new opportunities for profit and
growth. Some examples of such opportunities include:
 An unfulfilled customer need
 Arrival of new technologies
 Loosening of regulations

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 CHAPTER -3
REVIEW OF LITERATURE

The literature for review to be collected from secondary sources such as magazines,
articles, reports, budgets, news paper etc to highlight the problems and findings of the
study done by many research and business professionals to understand the significance of
the Quality process of the companies. The objectives of the proposed topic have to be
formulated based on the previous study by the many research professionals.
Approximately ten to fifteen reviews has to be collected and presented in my project
report.

Quality is never an accident. It is always the result of high intentions, sincere efforts,
intelligent direction and skillful execution. It is an attribute or characteristic whose
dictionary meaning is the degree of goodness or worth of a person, place or thing.
In determining the quality of a product, the customer's expectations about the product will
be given the top most priority. In the present scenario, customer delight is the need of the
hour in order to survive the cutthroat competition.

There are different approaches through which the concept of quality can be under stood.
According to the product-based approach, quality is an attribute, which can be measured
quantitatively. The manufacturing based approach on the other hand, uses universal
definition of conformance to requirements. The value-based approach says that the
consumer purchase decision is based on consistent quality at an affordable price.

W. Edwards Deming defines quality as: "Pride in Workmanship" Dr. J. Juran defines
quality as: "those product features which meet the needs of customers and thereby
provide product satisfaction." or "freedom from deficiencies." Kaoru Ishikawa defines
quality as: "total quality control, Japanese style, is a thought revolution in management.‖

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Gary Griffith, in his book "The Quality Technician's Handbook," defines quality as: "the
totality of features and characteristics of a product or service that bear on its ability to
satisfy given needs."
Total Quality Management (TQM):

Total Quality Management is a management approach that originated in the 1950's and
has steadily become more popular since the early 1980's. 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, which have implemented TQM, include Ford Motor Company, Phillips
Semiconductor, SGL Carbon, Motorola and Toyota Motor Company.

Although no two businesses use TQM in exactly the same way, its theory rests on two
basic tenets. The first and most important is that customers are vital to the operation of
the organization. Without customers, there is no business, and without business, there is
no organization. Consequently, it should be the primary aim of any group to keep
customers satisfied by providing them with quality products (Deming 1986).
These ideas are not foreign to most organizations. What makes TQM unique is its call for
a restructuring of management methods to create that quality. TQM proponents urge
organizations to turn nearsighted, top-down management "on its head" by involving both
customers and employees in decisions. This second tenet, that management needs to listen
to nontraditional sources of information in order to institute quality, is based on the belief
that people want to do quality work and that they would do it if managers would listen to
them and create a workplace based on their ideas (Deming).

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Managers, in the TQM view, need to become leaders who "not only work in the system
but also on the system" (Rocheleau 1991). A company will see continuous improvement
in products only when managers realize all systems consist of interdependent parts and
work to aim all those parts toward a vision of quality. This type of leadership is needed to
ensure that product quality improves constantly and forever and truly satisfies the
customers (Deming).

Some useful messages from results of TQM implementations:

 if you want to be a first-rate company, don't focus on the second-rate companies
who can't handle TQM, look at the world-class companies that have adopted it
 the most effective way to spend TQM introduction funds is by training top
management, people involved in new product development, and people involved
with customers
 It‘s much easier to introduce EDM/PDM in a company with a TQM culture than
in one without TQM. People in companies that have implemented TQM are more
likely to have the basic understanding necessary for implementing EDM/PDM.
For example, they are more likely to view EDM/PDM as an information and
workflow management system supporting the entire product life cycle then as a
departmental solution for the management of CAD data
Important aspects of TQM include customer-driven quality, top management leadership
and commitment, continuous improvement, fast response, actions based on facts,
employee participation, and a TQM culture.

Customer-driven quality
TQM has a customer-first orientation. The customer, not internal activities and
constraints, comes first. Customer satisfaction is seen as the company's highest priority.
The company believes it will only be successful if customers are satisfied. The TQM
Company 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

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concept of requirements is expanded to take in not only product and service attributes.
Each part of the company is involved in Total Quality, operating as a customer to some
functions and as a supplier to others.
TQM leadership from top management

TQM is a way of life for a company. It has to be introduced and led by top management.
This is a key point. Attempts to implement TQM often fail because top management
doesn't lead and get committed - instead it delegates and pays lip service. Commitment
and personal involvement is required from top management 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 those goals. These systems and methods guide all quality activities and
encourage participation by all employees. The development and use of performance
indicators is linked, directly or indirectly, to customer requirements and satisfaction, and
to management and employee remuneration.

Continuous improvement
Continuous improvement of all operations and activities is at the heart of TQM. Once it is
recognized that customer satisfaction can only be obtained by providing a high-quality
product, continuous improvement of the quality of the product is seen as the only way to
maintain a high level of customer satisfaction. As well as recognizing the link between
product quality and customer satisfaction, TQM also recognizes that product quality is the
result of process quality. As a result, there is a focus on continuous improvement of the
company's processes. This will lead to an improvement in process quality. In turn this will
lead to an improvement in product quality, and to an increase in customer satisfaction.
Improvement cycles are encouraged for all the company's activities such as product
development, use of EDM/PDM, and the way customer relationships are managed. This
implies that all activities include measurement and monitoring of cycle time and
responsiveness as a basis for seeking opportunities for improvement.

Elimination of waste is a major component of the continuous improvement approach.

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There is also a strong emphasis on prevention rather than detection, and an emphasis on
quality at the design stage. The customer-driven approach helps to prevent errors and
achieve defect-free production. When problems do occur within the product development
process, they are generally discovered and resolved before they can get to the next
internal customer.
Fast response
To achieve customer satisfaction, the company has to respond rapidly to customer needs.
This implies short product and service introduction cycles. These can be achieved with
customer-driven and process-oriented product development because the resulting
simplicity and efficiency greatly reduce the time involved. Simplicity is gained through
concurrent product and process development. Efficiencies are realized from the
elimination of non-value-adding effort such as re-design. The result is a dramatic
improvement in the elapsed time from product concept to first shipment.
According to Armand V. Feigenbaum in 15 JAN 2002:
Technical capability is no longer the principal competitive determinant in the computer
and software industry. Technical capability is necessary but not sufficient for success.
What differentiate the successful from the unsuccessful organization, today, in superior
―world-class‖ systems of work processes that men and women throughout the
organization understand, believe in and are a part of. These systems of clear work
processes reduce bureaucracy and cycle times, increase responsiveness and innovation,
and lower costs thereby assuring product, market and organizational success. This is Total
Quality Management: there are ten basic benchmarks underpinning the technology of
total quality management and make quality a way of totally focusing the organization on
the competitive discipline of serving the customer. These benchmarks are discussed.
According to Richard Hackman , Ruth Wageman in 2002:
In recent years, total quality management (TQM) has become something of a social
movement in the United States. This commentary returns to the writings of the
movement's founders--W. Edwards Deming, Joseph Juran, and Kaoru Ishikawa--to assess
the coherence, distinctiveness, and likely perseverance of this provocative management
philosophy. We identify a number of gaps in what is known about TQM processes and
outcomes and explore the congruence between TQM practices and behavioral science

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 CHAPTER – 4
OBJECTIVES OF THE STUDY

Fixing the objective is like identifying the star. The objective decides where we want to
go, what we want to achieve and what is our goal or destination.

Every study is carried out for the achievement of certain objectives.

1. To study the Quality Control Systems as adopted by Wheels India Ltd.

2. The aim of this study is to analyze the implementation and effectiveness of Total
Quality Management at Wheels India Ltd.

3. To study the different operational Techniques implemented in Wheels India Ltd and
optimize it for the maximum throughput.

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 CHAPTER – 5
RESEARCH METHODOLOGY

Research methodology in a way is a written game plan for conducting research. Research
methodology has many dimensions. It includes not only the research methods but also
considers the logic behind the methods used in the context of the study and complains
why only a particular method of technique has been used. The basic task of research is to
generate accurate information for use in decision making. Research can be defined as the
systematic and objective process of gathering, recording and analyzing data for aid in
making business decisions.

As the project involves analyzing of financial structure, the research is exploratory in

nature, covering financial parameters and come of the important ratios to carry out
research.

The project being undertaken is exploratory research, wherein all the approaches of
exploratory research are adopted.

Data Collection Approach

The base on which a study rests is the information that is embedded in it. The data
for this study will be obtained as a blend of both Secondary and Primary sources.

Secondary Data
Already published data will form the starting point for the study. This includes: -
 Official Reports on related matters.
 Literature of quality management available at Wheels India Ltd.
 Books and Journals on quality process of Industries.
 Books on Quality, and Operation Management

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Primary Data
Data will be collected specifically for the research needs at hand. The sources include : -
 Interviews of 4 Managers at Wheels India Ltd.
Questionnaires: A structured, non-disguised questionnaire will be prepared. This will
then be presented to concerned people at Wheels India Ltd. 10 employees from middle
and Senior Management will be contacted for the purpose of getting the required
information. The information gathered would be analyzed and presented in the final
report.
Limitations
 Time will be the biggest constraint but all effort will be made to get all the relevant
information required for this study.
 I will have an in-depth study on all the parameter related to quality process and
improvement measures adopted by Wheels India Ltd at Rampur. But the information
that will be provided may not be self sufficient to project the scope and direction of
future R&D in respect to other products that are being produced by Wheels India Ltd.
But all effort will be made by me to present in this report the fact and figures, which
will be relevant to the quality management at Wheels India Ltd
Universe
We are engaged in manufacturing and exporting a wide range of technical products that
are widely used in various industrial and commercial applications. These stand high on
the parameters of quality and have been widely accredited all across the globe.
 Number of Respondents: 25
 Area of study : Quality procedures and control
 The sampling technique used was convenience sampling under this sample of
respondents was chosen according to the convenience of the researcher.

STASTICAL TOOLS:
The tools used in this study were MS-EXCEL, MS-WORD. MS-EXCEL was used to
prepare pie- charts and graphs. MS-WORD was used to prepare or write the whole
project report.

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 CHAPTER – 6

FINDINGS AND RECOMMENDATION

The findings of the study of ―”ANALYSIS OF THE QUALITY PROCEDURES AT
M/S WHEELS INDIA LTD”

1. As per the outcome of the 84% of respondent think that at M/S Wheels India Ltd.
implement good and proper quality procedure, and only 16% of respondent don‘t
think like that.

2. Finding that 52% of respondent agree a proper quality procedure made M/S Wheels
India Ltd one of the well knowing company‖, 24% of respondent Strongly agree, 12%
of respondent Neutral, 8% of respondent Disagree and only 4% of respondent
strongly Disagree.

3. From the outcome 60% of respondent feel agree feel that Quality Procedures give
help to good production response and increase profit in M/S Wheels India Ltd 16% of
respondent Strongly agree, 20% of respondent Neutral, and 4% of respondent
Disagree

4. From the outcome of the study it is evident that, 64% of respondent think Improve
Productivity benefit organization gain with ISO/TQM, 12% of respondent think Less
Rework, 8% of respondent think Improve Morale, 8% of respondent think Less
Paper and other 4% respondent think Increase Market Share.

5. As per the outcome 80% of respondent think that Total quality control manual require
a specified checklist to be used to assess independence and continuance/acceptance on
each assurance engagement, and 20% of respondent don‘t think like that.

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6. From the outcome of the study it is evident 92% of respondent think that quality
control is very essential for organization and 8% of respondent don‘t think like that.

7. As per the outcome of the study 96% of respondent think that company have a system
to ensure technical data is current and 4% of respondent don‘t think like that.

8. Finding that 84% of respondent think that think that technical data stored in a manner
to prevent damage and 16% of respondent don‘t think that think that technical data
stored in a manner to prevent damage.

9. As per findings that 64% of respondent think that company have a documented
procedure to ensure that scrapped parts are returned to the customer or mutilated
beyond repair and 36% of respondent don‘t think like that.

10. As per the outcome of the study, 80% of respondent think that ISO/TQM brings
positive effect to your organization and 20% of respondent don‘t think like that.
Recommendation:
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.

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 CHAPTER – 7

CONCLUSION

Quality is a measure of excellence in manufacturing. A typical quality department in

manufacturing is engaged in designing inspection plans, control plans and setting up
control charts. Does it ensure quality? Does it help in achieving manufacturing
excellence? Does it make the company more profitable? We need to challenge each
department by asking its value proposition. Quality departments must not be immune
from questions such as, ―How is it adding value?

Introspection and probing value proposition leads to further questions about the purpose
of a quality department. We may learn the purpose as to ensure customer satisfaction, to
ensure outgoing quality or help manufacturing. However, such purposes of the quality
department do not help a company. The purpose of a quality department is to ensure
profit margins by reducing inefficiencies, operations errors and product defects. In
addition, the purpose also must include proactively improving capability and capacity of
operations through new methods, tools or skills.

Most quality departments are forced to be timid by operations people. They are told to do
things such as add inspection, respond to a customer complaint or similar such requests.
Quality departments are considered an unwanted cost and a burden because they add no
apparent value; they are considered to be cost of doing business.

Thinking of excellence in the quality department will lead us to define our value
proposition, and facilitate excellence in every department. Excellence in every department
means helping each department in defining and identifying excellence such that it
contributes to the profitable growth of the organization. This must then highlight
departments that are not contributing to the profitable growth, or issues adversely affecting it.

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If a company has a vice president (VP) of quality, then he must advise the CEO to focus
on profitable growth through positive behaviors, inspiration, synergy and demand for
excellence. If this cannot be accomplished, or the vice president is not heard at the
executive level, the quality department is impotent to begin with. Without such assertions,
quality departments cannot add value. Leading a quality department is not a job; instead,
it is the role of an evangelist and a counselor. If we cannot create a quality state of mind
at the executive level, it cannot filter down to the management level.

Excellence in the quality department means establishing clear targets in terms of its
contribution to profitability, reduction in cost of quality through less inspection and test,
and developing new skills. The main purpose of the quality department boils down to
striving for perfection in critical processes and supporting activities toward sustaining
profitable growth. Such a purpose will lead to identifying activities in the quality
department such as quality thinking across the corporation, establishing targets in every
department for defining perfection, enabling effective processes and documentation in
each department, methods of verifying performance against targets, the capability and
drive to overcome problems, and the ability to assess corporate performance in achieving
business objectives. These are not easy tasks, but quality folks must be willing to work
smart and hard.

The quality profession is at a critical juncture and must be viewed for its value proposition in the
globally competitive environment, and its fundamental intent for its existence. So we can say that
at M/S Wheels India Ltd we can improve the quality by further optimizing and bridging the gap
between the actual and desired procedures.

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REFERENCES
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London.
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Samson and Mile Terziovski.
4. The relationship between organization strategy, total quality management (TQM), and
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Amrik S. Soha.
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Reference of Web Pages
1 www.google.co.in
2 www.wheelsindia.com/

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