SHRI RAMSWAROOP MEMORIAL GROUP OF PROFESSIONAL COLLEGES LUCKNOW

SYNOPSIS ON Total Quality Management at Service Sector

Under Guidance of: Ms. Upasna Mittal Department of Management SRMGPC, Lucknow.

Submitted By: Ankita Mishra Roll no.-1012270024 MBA IV Semester

INTRODUCTION

Total Quality management is a phenomenon which seeks to integrate all the organizational activities and improve the quality of any organization continuously. 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.

COMPANY PROFILE

Multinational, widely diversified, a family cultured thus a worlds largest PARIWAR which is merely dedicated to nation started in 1978 with Rs. 2000 (43 US$) ONLY and now this is a group of more than Rs. 50,000 CRORE (10.87 billion US$) assets just in 29 years. Lets have some more inside story. Financial Products Infrastructure and Housing Media and entertainment Aviation and FMCG.

Core Commitments - Our Strength

Emotion Discipline Duty No Discrimination Quality Give Respect Self-Respect Truth. Collective Materialism Religion Absolute Honesty

RESEARCH OBJECTIVES

To know about the Techniques adopted by the organization for enhancing the quality performance. 2- To know about the financial or non financial Motivational Measures that is provided to the employees. 3- To know about the management efforts in implementing TQM in SAHARA INDIA PARIWAR. 4- To know about any Reward system that is used for the good performance of the employees.

Research Methodolgy

RESEARCH DESIGN: For the purpose of research I have used descriptive research studies Descriptive Research studies are those studies which are concerned with describing the characteristics of a particular individual, or of a group. Studies concerned with narration of facts and characteristics concerning individual, group or situation are all examples of descriptive research study most of the social research comes under this categories

SAMPLING DESIGN

For the purpose of this research I have used Non Probability Convenience Sampling. - In convenience sampling selection, the researcher chooses the sampling unit on the basis of convenience or accessibility. It is called accidental samples because the sample-unit enters by accident. This is also knows as a sample of the man in the street, i.e. , selection of units where they are. Sample units are selected because they are accessible. SAMPLING UNIT & Size: A decision has to be taken concerning a sampling unit before selecting sample. Sampling unit may be an individual employee. My sampling unit is Employee of Sahara. & sample size is 50

DATA COLLECTION METHODS

Secondary Data Primary data TOOLS OF PRIMARY DATA COLLECTION: For the purpose of study Questionnaire is used as an instrument for data collection. Questionnaire: For the purpose of study close-ended, multiple choices structured Questionnaire having 8 questions has been used. TOOLS OF SECONDARY DATA COLLECTION Collection through journal, web sites, and books.

LIMITATIONS
There are following limitations of this study: The sample size selected for the study is very small in comparison to the huge employee population in the Sahara India Pariwar. Sample has been selected on a random basis, for both the records study and questionnaire survey. The unpredictability of human behavior gives another limitation to this study because there is no way to make sure that the causes given by the employees for resignation are true.

CHAPTER PLAN
1. Company Profile 2. Introduction to topic 3. Importance and Purpose 4. Performance Structure in the Organization 5. Objective of Research 6. Research Methodology 7. Data Collection 8. Tools of Data Collection 9. Technique of Data Collection 10. Data Analysis 11. Limitations 12. Findings and conclusions 13. Bibliography Annexure