A PROJECT REPORT ON

IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT (TQM) IN PUBLIC LTD ORGANIZATION

SUBMITTED TO

PROF. HEMA DEOGHARKAR

SUBMITTED BY

Group Members Archana Chavan Roshani Joshi Samir Pawar

Roll No. 08 26 46

INTRODUCTION TO TOTAL QUALITY MANAGEMENT (TQM): Total Quality Management (TQM) is an approach that seeks to improve quality and performance which will meet or exceed customer expectations. This can be achieved by integrating all quality-related functions and processes throughout the company. TQM looks at the overall quality measures used by a company including managing quality design and development, quality control and maintenance, quality improvement, and quality assurance. TQM takes into account all quality measures taken at all levels and involving all company employees. BENEFITS OF TQM IN PUBLIC LIMITED ORGANIZATION Higher productivity Elimination of defects and waste Reduced costs and better cost management Higher profitability Improved customer focus and satisfaction Increased job security Improved and innovative processes

IMPLEMENTATION OF TQM IN INDIAN RAILWAY (PUBLIC LTD INDIAN ORGANIZATION) Indian Railways is an Indian state-owned enterprise, owned and operated by the Government of India through the Ministry of Railways. The Indian Railways (IR), more than 150 years old, is among one of the largest and oldest systems in the world, fondly called by people as the Lifeline of the Nation. With an extensive network spread across the country, Indian Railways plays a key role in the social and economic development of India Indian Railways Mission: To provide quality service at least cost. Besides Safety and Security, Indian Railway understands needs of our passengers and is trying our best to fulfill these needs as below: Information - IR consider this as a basic need in today's Era of Information. they are strengthening our information systems continuously. Interactive Voice Response System (IVRS) has been installed at 100 stations and is being extended to other stations, so that passengers can get Train Running position as well as Reservation status, on telephone.

The number of incoming calls received in Mumbai has increased from 50,000 to 1.25 lakhs per month on IVRS. There are 12.5 lakh hits on the internet everyday for availability of reservation and status is also being given on the Indian Railways website Reservation - IR aim is to provide reservation from anywhere. There are now 700 Computerized Reservation Centers all over the country providing 9.5 lakh reservations every day. In the coming years, all district headquarters will be provided with computerized Reservation facility, so that you do not have to go far off distances for reservation or wait for telegram system, which takes many days. IR also made computerized purchase of unreserved tickets. The IR started Reservations on Internet that customer can get reservation from your home or from Internet Service Provider. Functional facilities at stations IR are continuously improving enquiry offices, providing benches, fans, waiting areas, facility signages, sheds, platforms, etc. Computerized enquiries and computer announcement systems have been provided at 650 stations. These are being extended at other stations. `Pay and Use Toilets' have been provided at 450 stations. Norms for Passenger Amenities :Stations have been classified into A,B,C,D,E & F classes as per annual earnings of stations (monthly Rs.3 crores, 6 crores etc.) Class-wise norms for passenger amenities have been laid down. Courtesy - 27,000 front line staff have been trained at Customer Care Institute, Delhi and other training centers during the last two years by professional trainers for improving their inter-personal skills to handle customers. Food: Indian Railways Catering & Tourism Corporation has been set up. The Corporation is going ahead full steam to professionalize Catering Services. Cleanliness - Besides existing system of cleanliness which includes Safaiwalas in important trains, the system is being planned to be strengthened by connecting important stations as Train Cleaning Stations, which is started newly in Ahmadabad station ,Gujarat

1. RAILQUAL MODEL SERVQUAL instrument needs considerable adaptation and that items used to measure service quality should reflect the specific service setting under investigation, and that it is necessary in this regard to modify some of the items and add or delete items as required. In order to measure the quality of service thoroughly, the attributes used in SERVQUAL, the public transport industry and the railway service sector should be grouped together to form a pool of items for measurement. Hence, Indian Railway modified the attributes in the SERVQUAL model and created RAILQUAL for measurement of Railway passenger Services. This data collection model used to measure the perceived service quality of rail transport users by help of the grade system techniques.

DIMENSIONS AND RAILQUAL MODEL ATTRIBUTES 1. 2. 3. 4. 1. 2. 3. 4. 5. 1. 2. 3. 4. 1. 2. 3. 4. 1. 2. 3. 4. 5. Tangibles Railway has modern looking equipment & infrastructure at stations and trains Railways Physical Facilities like Lighting, seating and Toilets are OK Staff of Railways are neat in Appearance Time Tables, Display Boards etc are visually appealing Reliability Railways are accurate in Record Keeping Railways are accurate in timing of Trains Railways performs Service Correctly When you have problems Railways shows sincere interest in solving it Railways adheres to punctuality of Trains Responsiveness Railway staff are always willing to help Railway staff tell exactly when services will be performed Railway employees are not always willing to help Employees of Railways are too busy to respond Assurance The Railways are trustworthy You feel safe in your travel Railway Employees are courteous way Employees are Knowledgeable Empathy Railways give individual attention Railway operations are convenient to all passengers Railway employees give personnel attention Railway has your best interest at heart It is easy to plan a railway journey

PROBLEMS FACING BY INDIAN RAILWAY WHILE MAINTAIN QUALITY Overcrowding Overcrowding is a big issue, with the General compartment often being packed beyond capacity. During the holiday seasons, reserved tickets have to be booked two months in advance, to avoid a generally static waiting list. During this season the reserved compartments are swamped by many without a reserved ticket. Railway ticket prices are particularly affected by the fact that India in general is a price-sensitive market. As a public utility, the government subsidizes the prices as increasing ticket prices often translates into widespread discontent and most often political damage. This therefore imposes a strong constraint on the pace at which Indian railways can expand or modernize itself.

 Accidents The main problem plaguing the Railways is the high accident rate which stands at about three hundred a year. Although accidents such as derailment and collisions are less common in recent times, many are run over by trains, especially in crowded areas. Human error is the primary cause (83%) blamed for mishaps. The Konkan Railway route suffers from landslides in the monsoon season, which has caused fatal accidents in the recent past. Contributing to the Railways' problems are the antiquated communication, safety equipment and signaling systems. Aging colonial-era bridges and century-old tracks also require regular maintenance and upgrading. Level crossings and fencing In many places, pedestrians, vehicles or cyclists may cut across the tracks to save time, causing a safety hazard to the railways. Reasons given are that suitable bridges or level crossings over the tracks are non-existent or inconveniently placed. Most railway land in India is not fenced or restricted in any way, allowing free trespass. In rural areas, cattle and other animals may stray onto the tracks, posing a much more serious safety hazard to fast-moving trains. Sanitation Sanitation is a significant problem on Indian Railways. Due to the size of the network and low speeds, journeys can last many days. The toilets on Indian Railways trains are of the direct-vent type (i.e. A hole in the floor), without any effluent storage tanks on board. This causes an accumulation of human waste on the tracks in places where the train stands still, such as in large stations. Due to the number of users, the toilets are often in bad condition. Indian Railways is currently considering Eco-san toilets for its trains. This may become a catalyst for better and more environmentally friendly sanitation in the country. 2. POKA YOKE In implementing the above mention design to reduce overcrowding, there arise the problem of waiting means the passengers will have to wait for long at various sub stations to reach their final destination. To overcome this problem we need to introduce proper networking or communication so that the corresponding train leave the station after all the passengers coming from previous station. that means there should be a regular sequence of trains connecting the bigger junctions. Number of passengers traveling through trains may vary that means there are uneven distribution of passenger for a particular period like at the time of certain occasions ,there is a huge rush .To overcome this imbalance we can make flexibility in adding and removing number of coaches according to our need or By increasing and decreasing the frequency of trains. In that particular loop .This can be effectively managed by adopting Seven quality control tools especially control chart ,which will tell about our requirement in advance. Satisfaction of users is also a very important point which we should keep in mind while designing the coaches. The can be very well done by making the surveys so that users needs can be easily identified and applied in design with proper modifications. So that interaction between users and Indian railway should be positive. Doors should open only while reaching the platform so that no one can hurt or slip down to track. Also they should open only in direction of platform for the ease of passengers. Design of coach should be such that the gap between the platform and train wall should be minimum so that fatal accidents can be avoided.

3. 5S HOUSEKEEPING 1. Sort: First S suggests separating one type of bodies from the other. In the context of above problem, separation of the Long distance Sleeper trains with Small distance EMV Based trains can be done to overcome the problems faced by passengers having long journey. Also we can do sorting of space in coach by separating sitting with standing passengers. 2. Systematize: Second S suggests to neatly arranging things. There should be proper sign boards to guide the passengers. Sometimes people suddenly stop in the way to ask because they may get confused about seat number, luggage area , toilet etc .This can be avoided by providing the proper sign boards. All the information should be well mentioned or announced in easily understandable language to all the passengers. 3. Sweep: Third S suggest us to keep the area neat and clean. Coaches, sanitation and platform should be neat and clean. There should not be any obstacles in the way, sometimes people commit accidents because they were just trying to avoid that obstacle. Unchecked hurdles like luggage can be a cause of the accident. 4. Standardize: Fourth S suggest us to conduct Sort, Simplify, and Scrub at frequent, indeed daily, intervals to maintain a workplace in perfect condition. For the problem of Keeping coaches neat and clean, daily maintenance. Standardize means, some task and rule that should be followed regularly i.e. trains should be clean daily; there should be a speed limit according to the vehicle. Overcrowding of the trains must be condemned. Sign board declaring accident prone zone must be put up at the junctions to slow them down. 5. Self Discipline: Fifth S suggest us to form the habit of always following the first four Ss. Railway management should feel their moral responsibility to minimize the no of accidents in the trains. Passengers should also follow the rules and standard of Indian railway. Also passenger should sit on proper place where provided .Take cake of railway property. 4. THE DEMING WHEEL (P-D-C-A CYCLE)

1. PLAN: Management and officials of Indian Railway should constructive discussion on the two perspectives and identify the problem indicated by us. And plan for the implementation of suggested solutions. And design the system according to passengers. 2. DO: With the help of Expert team and management the solutions should be implanted and tested also got survey of the plan. 3. STUDY / CHECK: According to our survey we can know that plan is feasible or not. If not so then we should rethink , review and modify the plan .Passenger satisfaction should count for success of our plan. 4. ACT: Regular check and surveys should be there to get the proper feedback from the passengers. Modifications should be done at regular intervals.

CONCLUSION By Implementing total quality management Indian Railway can overcome the problem of overcrowding in the trains also passenger feel comfort and satisfaction according to their needs. Moreover the frequency of trains can also be increased at reasonable cost .It also saves the time of passengers.

QUALITY MANAGEMENT IN HRM Indian Railways had recognized the importance of manpower planning. Manpower planning in any institution involves An appreciation or evaluation of existing manpower; Forecasting of manpower requirement for the future in terms of both quantity and quality; and Taking of suitable measures to ensure that manpower is deployed according to the requirement of specific jobs

The Railways have brought down the manpower strength from 16.52 lac. in 1991 to 15.11 lac as on 31 March 2002 but the reduction is not enough if one consider the changes in operational technologies in Indian Railway by way of modernization, computerization and mechanization of track maintenance. Audit review has revealed that 5,921 posts identified as surplus in work studies conducted during the review period continue to be operated. Several other areas were also noticed by Audit where surrender of staff is warranted. Benchmarking, which has been recognized as an effective method of rightsizing, has been implemented in a very tardy fashion. Benchmarking is a method of determining the minimum manpower per unit of representative workload. A comparison of manpower per unit engaged for similar activities in different Railways and adopting the best figure as a benchmark has been recognized as the best solution for rightsizing manpower. Efforts to reduce the manpower strength by way of restricting intake has also not been very effective. The intake through compassionate appointments has been heavy and an anachronistic practice of engaging bungalow peons continues. The re-organization of Zonal Railways in likely to prove a big setback in the Railway's efforts to right size manpower.