The Institution of Engineers (India)
All India Seminar on
BEST PRACTICES AND APPLICTIONS OF TQM IN INDUSTRY AND ACADEMIA
16-17 November 2019
Organized by The Institution of Engineers (India) Karnataka State Centre
Under the Aegis of Production Engineering Division Board, IEI
In association with IEI, Belagavi Local Centre & Department of Mechanical Engineering
S. G. BALEKUNDRI INSTITUTE OF TECHNOLOGY, BELAGAVI
Venue Seminar Hall-1 Department of Mechanical Engineering S. G. BALEKUNDRI INSTITUTE OF TECHNOLOGY, BELAGAVI Shivabasavanagar, Belagavi 590010
All India Seminar on BEST PRACTICES AND APPLICTIONS OF TQM IN INDUSTRY AND ACADEMIA, Karnataka State Centre, 16-17 November 2019
PAPERS PRESENTED IN THE ALL INDIA SEMINAR
A STRUCTURED APPROACH FOR IMPLEMENTATION OF INTEGRATED MANAGEMENT SYSTEMS
Dr CKB Nair Member, Production Engineering Division Board, IEI Email: [email protected], Mobile +919482048324 Website : www.bravee.net
Some of the generic ISO standards currently used in the industrial units across the globe are the ISO 9001:2015 for Quality Management Systems, ISO 14001:2015 for Environmental Management systems, ISO 27001:2013 for Information security management systems, ISO 45001:2018 for Occupational Health and Safety Management Systems and ISO 50001:2018 Energy Management Systems. Leadership, Involvement of personnel, Process approach, Systematic approach to management, Factual approach to decision making and Continual improvement are some the main basic principles for these standards. These standards help the organisations to have a common mode of communication for dealing with all stakeholders and merge with the global economy.
Instead of implementing all these five standards individually, an integrated approach for implementation can save time and efforts. For this a standard methodology using flow charts and a simple software is developed to help facilities get certified by checking whether the management systems comply with the required standards. This software can be a guiding tool for all stakeholders to understand requirements of various standards. This work also includes building a database in the software to store all the documents and records in an organized manner as required in the standard. This database would make the auditing process of documents and records simpler for both the auditor and organization.
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BEST PRACTICES IN AUTOMOBILE INDUSTRY IN AFTER SALES SERVICE OF PASSENGER CAR SEGMENT IN SKILL ACQUISITION OF SERVICE PERSONNEL FOR T.Q.M.
Dr. D. Dave, Professor- Marketing Management, Sardar Patel University, Valabh Vidhyanagar, Anand.
Er. Ravi Menaria, BE (Automobile Engg),MBA, Dip T&D. [email protected]
Abstract
Automobile Industry and Transport sector counts for the largest number of People employed across the Globe. In India there are 23 cars per 1000 person where as In USA : 870 Cars per 1000 person. Now it is beyond comparison that India being most Populous country and our CAGR for Automobile Industry has remained considerably higher almost touching double digit (7 ~ 9) Indian Automobile Industry consists of mainly - Two Wheeler Segment, Commercial Vehicle Segment and Passenger Car Segment. Out of these three Segments Passenger Car Segment is most lucrative in terms of Revenue generation because Indians treat their Cars as part and parcel of Family.
Customer Satisfaction is confined to three parameters namely Timely Repair of Car, Genuine Services rendered and Fair charges for Repair. Training is a Quality deployment tool which can enhance Customer Retention if everything is Transparent and nothing is ambiguous. Training for Service Staff beginning from Customer Relationship Executive – Front Desk Executive – Service Advisor – Cashier – Office Boy – Gate Pass clerk and culminates at Security Staff depositing Gate Pass cum Customer Satisfaction Note.
Total Quality Management is reliability of Service Provider is good and it has no errors. We have to make Customer smile and also to ensure that at each and every step form Customer Relationship Executive to Security Staff it is religiously being followed. SERV - QUAL is more applicable here.
Key Words-
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Automobile Industry – Labor Intensive Industry – Volume of Human Resource employed – Training Need Identification – Training Need Assessment – Customer Satisfaction –
Customer Retention – Location of Workshop – Time spent on Automobile – Next Appointment – Feedback and Need for Improvement – Soft Skills – Technical Skills – Return on Investment.
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TOTAL QUALITY MANAGEMENT (TQM) – ZERO EFFECT ZERO DEFECT (ZED)
Suhas S D, Sharanabasappa C. Sajjan Department of Mechanical Engineering, K.L.E INSTITUTE OF TECHNOLOGY HUBLI, India. sajjansc@gmail. com [email protected]
Abstract:
The concept of Zero Defect Zero Effect is addressed by Honorable Prime Minister on 68th Independence Day. This concept mainly focuses on Micro Small and Medium Enterprise (MSME) that the goods they manufacture in the country with “Zero Defects” and ensure that the produced goods must have “Zero Effect” on the environment. Zero Defect focus on the customer, which has concern to zero nonconformance, noncompliance and zero waste. Zero Effect mainly focuses on society, and has concern on Air pollution, Solid Waste, Liquid Discharge (ZLD), Zero wastage of natural resources. This particular concept may be applied to all sectors of manufacturing and servicing industry.
Keywords:
Zero Defect, Zero Effect, Customer, Society, nonconformance, natural resources.
WHAT IS TQM?
Firstly TQM stands for Total Quality Management. The total quality concept and the term “total quality management” was first introduced to the western business world by Armand Feigenbaum in 1957, in the first edition of his book “Total Quality Control”. TQM has proved the most persisting management theory in industries and businesses. Quality management is a part of management aimed at achieving quality goals through planning, monitoring, assuring and improving quality. Involving all members of the organization brings us closer to total quality control (total quality management, TQM). Efficient TQM system in organization can facilitate quickly challenge in word market. Although many approaches exist for quality management, arguably, TQM is the most comprehensive approach
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for quality management for all the sectors. Total Quality Management (TQM) is an organized approach for quality improvement along together with product and service specifications to customer performance. TQM is applying to target producing these specifications with zero defects. This makes a worthy cycle of constant improvement for production, customer satisfaction and profits. Total Quality Management (TQM) is not only adopted by a single person or an employee but all employees can become involved (including top management to shop floor management, in other words total or complete involvement, hence, Total) for the continuous improvement of the production of goods and services within the framework of organizations to strive for excellence in everything they do to achieve best quality standards ( customer satisfaction to the quality, hence, Quality) by its integrated well-managed (quality can and must be managed with best practiced system or tools hence, Management) system of various best practiced principles, methods.
Continuous Improvement:
TQM involves a better process thinking approach. It recognizes that everything done at all level is part of a process not any extra burden, it also includes how well each part of the process works and the relationship of each part to the process for constant perfection, e.g.
The Plan-Do-Check-Act cycle is a continuous quest of quality, which is firmly driven in TQM. According to the need, a variety of methods are implemented for TQM.
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Figure 1 http://www.drshrutibhat.com/continuous-improvement.html
The need of TQM
In fact earlier the concept of "mass production" was existed in which whatever goods produced became demanded in market i.e. market trend of 'sales oriented' or 'product oriented', here a manufacturer known as king , but completely the opposite scenario is seen today , the market is became "customer oriented" or 'demand oriented' where customer became a king. So, it is obvious to cope up with the various products demand with the great satisfaction of products, ease of delivery and competitive pricing, manufacturers must have to make continuous changes.
MODERN INDUSTRY APPROACH FOR ZERO DEFECTS
Due to economic changes the world has brought about complications and increasing day to day level of competition in each and every sector of industry. As a whole productivity is one of the most important criteria in competitive market of each sector, nation or an industry. Quality output is a state of being able to perform in this competitive world. It is related with the
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ability to produce defect free and reliable products. It is the degree to which a modern industry can produce goods and services with zero defects, which meet the test of International Markets i.e. it does not come back (get rejected) from the world market In the early 1960s, the idea of zero defects was discovered by Phil Crosby and was implemented at the Martin Company in Orlando, Florida. The various quality programs such as Total Quality Management (TQM), statistical process control (SPC) and ISO 9001 has taken up all the oxygen, and presently the zero-defect approach is followed by some industries.
QUALITY TOOLS FOR ZERO DEFECTS
Total quality management (TQM) Quality specifications and costs TQM Tools: external benchmarking ISO 9000 Service quality measurement (SQM) Six sigma quality
SIX SIGMA QUALITY
Six sigma is basically a business process improvement approach which focuses on attaining the final quality level or defect level that is in parts per million, which is a pretty good level of quality. Six Sigma tries to eliminate the causes of defects and any errors that might be there in manufacturing service processes. It focuses on the output and those particular outputs that are critical customers, and tries to look for a clear financial return for the organization. Therefore the main objective of six sigma is to reach a defect level that is only in parts per million.
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Figure 2 https://www.creativesafetysupply.com/six-sigma-zero-defect- thinking-banner/
The maturity in an industrial manufacturing process is described by the rating of sigma which indicates the percentage of zero defect products that it creates and its yield.
Centre for Total Quality Management & Zero Effect Zero Defect (TQM & ZED) has been set up in 2015 after entering into a MoU with Quality Council of India. The key objective of this MoU is that both PEC and QCI will support each other‟s endeavors in delivering academic programs and research activities particularly in the areas of quality management standards and application of statistical quality tools, enabling the industry to improve competitiveness. It will help the industry in the areas like reverse engineering, manufacturing technology, Quality Management Systems including Environment Management System, Occupational Health and Safety Management System, Information Security Management System, Information Technology Service Management Systems and process improvements through lean six sigma. Six Sigma approach follows the two project methodologies
1. DMAIC aims to improve the prevailing business processes. This is articulated as "duh- may-icky”. 2. DMADV aims at developing new process designs and new product. This is articulated as "duh-mad-vie”.
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Figure 3 https://searchcio.techtarget.com/definition/Six-Sigma
Figure 4 https://www.sixsigmadaily.com/what-is-dmadv/
MODERN INDUSTRY APPROACH FOR ZERO EFFECT
Developing countries have less efficient manufacturing practices than that of developed countries. It means the developing countries waste their income and resources by consuming more water, energy, materials than required as well as providing damage to the environment. But due to advancement in the manufacturing processes, there are ample of opportunities to save money, resources and in turn less harm to the environment.
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[1] Because of the industrial revolution, the Homo sapiens have advanced a lot. Previously, the number of industries was very less, due to which the amount of environmental pollution and degradation caused by their manufactured components was also very less. But now, as the number of industries are growing and becoming full scale industries, the level of harmful and detrimental impact that their manufactured components are causing to the environment is increasing at an alarming rate.
Most of the countries facing rapid and sudden growth of such number of industries are finding it to be a very critical problem that has to be brought under control immediately. The main issues concerning with the environmental impact of components is the use of volatile organic compounds, heavy metals and non-renewable oils that put an adverse impact on the surroundings. This problem can only be controlled only and only if the manufacturing industries produce such products which have a zero effect on the surroundings that is by bringing zero effect approach into practice.
On India‟s 68th independence day addressing the nation, our honorable Prime Minister Shri Narendra Modi Addressed this to mainly to the micro small and medium enterprise that to manufacture goods in the country with "zero defects" and to ensure that the goods have "zero effect" on the environment. The zero effect zero defect, also known as the ZED Maturity model campaign, the government is essentially emphasizing on quality (using clean technology) over quantity, thereby enabling Brand India to get visibility in the manufacturing center stage of the world. [1]
[2] Logo is striding lion made of cogs that symbolize strength & manufacturing, different lions made of different things to symbolize different sectors, designed by the agency Wieden & Kennedy.
The slogan “Zero Defect Zero Effect” was given by Prime Minister Narendra Modi and it signifies two things:
1. Production mechanisms wherein products have no defects 2. Production process which has zero adverse environmental and ecological effects.
Thus, the ZED model aims to achieve high quality manufacturing that‟s also green.
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The scope of the model is spans across all sectors of manufacturing and service industry with a special focus on micro, small and medium enterprises (MSME). The ZED model is meant to raise the quality levels in the unregulated MSME sector. The MSME sector is the engine of Indian economic growth. The MSME sector contributes 38% of the country‟s GDP and around 110 million Indians are employed in the sector.
Questions to Analyze
What ground work was done to promote the ZED model? What is the significance of the model?
What ground work was done to promote the ZED model? After the model was conceptualized in September 2014, the Quality Council of India (QCI) formulated the first draft of the model. Later in 2015, pilot of the model was launched in selected enterprises. Awareness campaigns are launched in 30 cities of India. Ten ZED cells which will implement the model have been launched. Quality Council of India (QCI) will play a very important role in implementation of the model. Under the model, the manufacturing units will be assessed and awarded ratings of bronze, silver, gold, diamond and platinum. A ZED platinum rating means the manufacturer is of international standard and follows global best practices. The assessing depend on the industry chosen, and the various quality and environment assessing factors include process automation, process capability, design, safety and hygiene issues, waste management, defect rate and people management. The government will also rope various companies and chambers of commerce to popularize the model among vendors and dealers.
What is the significance of the model?
India is witnessing unprecedented technological development in various fields like agriculture, industry, business or service sectors. But most these technological developments have caused some form of environmental degradation. It is necessary to develop innovative ways to reduce the consumption of natural resources and develop solutions leading to sustainability of energy use and protection of global environment. The „Zero defect, zero effect‟ concept seems to be a theoretical concept but its relevance to Indian manufacturing and lowering the impact on environment cannot be overstated. Questions are raised on how development can be achieved without causing any effect on environment. Production and
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environment protection can, and should, co-exist. Simple steps like reduction of discharge can enhance the environmental sensitivity of our processes ad can have far-reaching impact.
[3] ZED (ZERO EFFECT AND ZERO DEFECTS)
It aims to build sustainable competitive advantage for MSMEs across India by focusing on zero defects (quality) and zero effects (environment). The ZED model is an integrated certification and capability building model, encompassing quality led process and product design, productivity, production, and postproduction maintenance, enhanced „product and process‟ compliance with environmental standards, financial prudence including financial discipline, human resource development and dissemination of MSME innovations.
Worldwide, MSMEs have been accepted as engine of economic growth especially that of manufacturing growth with MSMEs constituting over 90% of total enterprises in most of the economics and being credited with generating the highest rates of employment growth and exports. The top 10 MSME subsectors by their contribution to the Indian manufacturing output are summarized in the exhibit below.
Figure 5 the Indian msme sector: an epitome of vigor and vitality https://www.deepkapuria.in/the-indian-msme-sector-an-epitome-of-vigour-
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and-vitality/
Zed was sponsored by
Department of Industrial policy & promotion (DIPP) Ministry of commerce & industry of India Under Quality counsel of India (QCI) By Govt of INDIA
The ZED scheme is an integrated and holistic certification system that will account for
quality Productivity energy efficiency pollution mitigation financial status human resource Technological depth including design and IPR (Intellectual Property Rights) in both products and processes
Main Aim
Promote Make In India campaign Creating employment Creating a self –sustained eco system for zed Zed focuses on health ,safety & welfare of country
Companies will be assigned star ratings on a scale of 1 to 5 based on their levels of competence, technology and quality on 61 parameters. There will be categories for each parameter ranging from bronze, silver, gold, platinum, diamond. A bronze one star will be the lowest rating, and diamond five stars the highest.
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Figure 6 https://zed.org.in/
APPLICATIONS
1) ZED in water treatment plants
The water treatment plants which make use of RO filters for purification and treating of water for the use of drinking mainly, the chemicals whatever they use must go according to ZED. Usually in the process of purification, some amount of water is used for drinking and some amount of water carries waste through it. This waste accumulated water consists of harmful chemicals which are left to penetrate into ground. This can cause increase in acidic nature of soil. Therefore, as per government rules of having zero effect on nature, these chemicals that are carried by water are treated by making it flow through series of RO water filtering systems where from each setup of series clear (purified) water is taken out, and at the end of RO water series system, the amount of water containing harmful chemicals will be reduced as in each time it leaves back the chemicals in form of precipitate. Now Again the precipitate is treated with heat in order to remove entirely the water content it is holding in order to obtain only the solid (amorphous/crystalline) form of chemicals which are collected and given to respective government officials. In this way the chemicals penetration into ground is reduced effectively.
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ZED in industry manufacturing processes
"Let's think about making products which have 'zero defect’ and 'zero effect' so that manufacturing does not have an adverse effect on our environment" - Prime Minister Narendra Modi
With this clear vision, the Indian manufacturing industry is set to explore the “Zero Effect and Zero Defect” movement. The industry will be better poised to grow once we start manufacturing quality products that do not get rejected from the world market, and at the same time, have zero (adverse) effect on the environment. To align with the government‟s vision, the industry is already taking potential initiatives. There is a constant effort to achieve zero defects, zero waste and zero rejections through initiatives like smart design, and by applying various Total Productive Maintenance and Total Quality Management techniques.
3D printing, additive manufacturing, automation, and IOT are some of the technological developments that will lead to smart manufacturing, while ensuring „zero defect‟ and „zero effect‟. Also, facets such as productivity, cost and logistics get integrated on real time basis by implementing smart technology.
In addition, manufacturers can also apply Total Productive Maintenance (TPM) and Total Quality Management (TQM) techniques to support government‟s vision. Through TPM‟s holistic approach to equipment maintenance that strives to achieve perfection in production, manufacturers can eliminate breakdowns, small stops or slow running, and most importantly the defects. TPM is a great tool for enhancing productivity by boosting up time, cutting down on cycle times, and removing defects.
When both the government and the manufacturers understand their role and contribution, we will be able to fulfill the dream of being a world-class manufacturing hub with „zero defects‟ and „zero effects.‟[4].
ZED in Textile Industry
Textiles industry in India is one of the largest in the world with a huge raw material base and manufacturing strength across all value chains. The strength of India‟s textiles industry lies both in the hand woven sector as well as mill sector. Traditional sectors like handloom, handicrafts and small scale power loom are the biggest source of employment for millions of people
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in rural and semi-urban areas. This industry contributes to 7% of industrial output in value terms, 2% of India‟s GDP and 15% of the country‟s export earnings.
India Handloom Brand:
Sales of handloom products to the tune of Rs.582.93 crore has been generated as on 31.10.2018. 1185 registrations have been issued under 122 product categories. The India Handloom Brand was launched by the Prime Minister on First National Handloom Day on 7th August 2015 for branding of high quality handloom products, authentic designs with zero defect and zero effect on environment.
INTEGRATED PROCESSING DEVELOPMENT SCHEME (IPDS):
The scheme has been extended and notified for the period from 2017 to 2020. Six projects have been approved during the last 4 years, providing relief to about 1400 SME units and promoting „zero effect‟ in textile processing.[5]
ZED in Health Care Sector
The healthcare sector is obliged to strive for anything but ultimate excellence in quality deliverance, hoisting its mantra of “Zero Defects Goal”. The first obstacle when addressing quality in healthcare is its very definition. Quality has been defined as the degree to which a product or service meets or exceeds customer´s needs and expectations.
Conformance quality, defined as the degree to which a product or service‟s design meets established standards, can be translated into the level of adherence to disease-specific standards of care in the healthcare sector.
Professor David Garvin identified categories of attributes called dimensions of quality: Core Performance, Features, Convenience, Reliability & Durability, and Serviceability…
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The WHO suggests that a health system should seek to make improvements in six areas or dimensions of quality. These dimensions require that health care be:
1. Effective, delivering health care that is adherent to an evidence base and results in improved health outcomes for individuals and communities, based on need;
2. Efficient, delivering health care in a manner which maximizes resource use and avoids waste;
3. Accessible, delivering health care that is timely, geographically reasonable, and provided in a setting where skills and resources are appropriate to medical need;
4. Acceptable/patient-centered, delivering health care which takes into account the preferences and aspirations of individual service users and the cultures of their communities;
5. Equitable, delivering health care which does not vary in quality because of personal characteristics such as gender, race, ethnicity, geographical location, or socioeconomic status;
6. Safe, delivering health care which minimizes risks and harm to service users.
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Nevertheless, the only true measures of quality are those attribute that atter to patients. And patients are concerned about so much more than mortality rates and conformance quality.[6]
CONCLUSION
It must be clear that the entrepreneurs should never compromise mainly on two points i.e. first is the Zero defect and, second, Zero effect. It is suggested that the products should be manufactured in such a way that they bear zero defects and if exported, the goods SOCIETAL ECONOMIC TECHNOLOGY ENVIRONMENT WANTS AND NEEDS MODIFYIN G FACTORS DEMAND CORPORAT E PLANS PRODUCT DESIGNS PRODUCT POLICY INSTRUMENT RECONSTRUCTIN G PLANS International Journal of Engineering Research and General Science Volume 3, Issue 2, March-April, 2015 ISSN 2091-2730 323 www.ijergs.org should not get rejected in the international markets. These goods produced by manufacturing industries should also have zero effect that they should not produce any sort of detrimental or negative impact on the environment. Considerations towards environment should be taken at every stage of the manufacturing life cycle so as to manage and assess the possible potential risks. The inputs to and outputs from each stage of the manufacturing life cycle should be analyzed to assess their impact on the environment and surroundings.
REFERENCES
[1] International Journal of Engineering Research and General Science Volume 3, Issue 2, March-April, 2015 ISSN 2091-2730 Goal of Modern Industries: “Zero Defects, Zero Effect” Shikha Parashar1 , Anil Kumar Parashar2 B.Tech, Mechanical engineering (3rd year) , Krishna Institute
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of Engg & Tech., Ghaziabad, Uttar Pradesh. [2] TIAG_Alliance, International Alliance of Independent Accounting Firms https://www.slideshare.net/TIAG_Alliance/make-in-india-february- 2015- 44458223?qid=04ebe1dc-f31e-4ba2-abc3- a7852646bcd8&v=&b=&from_search=1 [3] https://zed.org.in › uploads › pilot_report Mar 31, 2015 - National pilot project report 2016. OZED. ZERO DEFECT-ZERO EFFECT [4] https://auto.economictimes.indiatimes.com/autologue/building-a- world-class- manufacturing-hub-by-focusing-on-zero-effect-and-zero- defect/2076 Rohit Saboo The writer is the President & CEO of CK Birla Group-owned National Engineering Industries Limited (NEIL). [5] https://pib.gov.in/newsite/PrintRelease.aspx?relid=186673 Press Information, Bureau Government of India Ministry of Textiles, 20- December-2018 17:21 IST Year End Review-2018: Ministry of Textiles Zero defect, Zero Effect - Mantra of Textiles Ministry. Ministry of Textiles Striving to Promote Production, Employment and Exports Ministry Working on Promotion of Technical Textiles [6] https://www.linkedin.com/pulse/quality-management-healthcare-zero- defects-goal-de- merlo-md-mba/
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