SUMMER TRAINING PROJECT REPORT ON Total Quality Management at Service Sector In Lucknow

Submitted in the Partial Fulfillment for the degree of Master of Business Administration

Supervised To: Mr. Manish Srivastava Srivastava

RollNo.0706070061

Submitted By:Priyanshu
H.R.Manager

GYAN INSTITUTE OF MANAGEMENT AND TECHNOLOGY

PREFACE
Every great work always involves a source of inspiration and a dedicated effort and this project is my best effort to attain the objective.. Total Quality Management is a tool used for continuous improvement in the way of working. It reflects the culture and concern of the organization towards the Customer and users and it is a well known fact that customer is the most important pillar of the organization whether they are internal or external. So this is a very first-rate topic to study in the organization. TQM is infinitely variable and adaptable. TQM is now becoming recognized as a generic management tool, just applicable in service and public sector organizations. This is the reason why every organization uses TQM in its working process.

This project is about Total Quality Management. Emphasis has been to service sector as Sahara India Para banking Division. Data is collected through various methods i.e. Questionnaire method Interview Method Analysis of Questionnaire through Piecharts. Findings and analysis. Research Design is exploratory and descriptive and sample design is simple random sampling which is flexible in approach. The results have been properly analyzed and certain recommendations and suggestions have been given in the end of this report which can be

useful for the organization to follow for its betterment and to sustain as the leader of the industry towards success. I have the privilege of completing my Research Work in SAHARA INDIA PARIWAR.

ACKNOWLED GEMENT
I express my sincere gratitude to my industry guide Mr. Manish Srivastava, (Designation) manager worker of HRD department, (Company) Sahara India Pariwar for his/her able guidance, continuous support and cooperation throughout my project, without which the present work would not have been possible.

I would also like to thank the entire team of Sahara India Pariwar, for the constant support and help in the successful completion of my project.

Also, I am thankful to my faculty guide Prof. /Mr. /Ms. of my institute, for his/her continued guidance and invaluable encouragement.

Signature PRIYANSHU SRIVASTAVA (Student)

Executive Summary
Total Quality Management is a tool used for continuous improvement in the way of working. It reflects the culture and concern of the organization towards the customer and users and it is a well known fact that customer is the most important pillar of the organization whether they are internal or external. So this is a very first-rate topic to study in the organization. TQM is infinitely variable and adaptable. TQM is now becoming recognized as a generic management tool, just applicable in service and public sector organizations. This is the reason why every organization uses TQM in its working process. This project is about Total Quality Management. Emphasis has been to

service sector as Sahara India Para banking Division. Data is collected through various methods i.e. Questionnaire method Interview Method Analysis of Questionnaire through Pie-charts. Findings and analysis. Research Design is exploratory and descriptive and sample design is simple random sampling which is flexible in approach. The results have been properly analyzed and certain recommendations and suggestions have been given in the end of this report which can be useful for the organization to follow for its betterment and to sustain as the leader of the industry towards success.

TABLE OF CONTENT
Executive Summary Introduction

1. Chapter II
2.
REVIEW OF LITERATURE

INTRODUCTION TO QUALITY & ITS MANAGEMENT,QUALITY CYCLE

MEANING, DEFINITION CONCEPT OF TQM TQM : MAIN IDEAS TQM

in service sector

Chapter

Research Methodology

Chapter

Research Design Sampling Plan Data collection of method Sample Unit Sample Size

COMPANY PROFILE

4 Chapter

Questionnaire Findings and analysis Recommendations Bibliography Conclusion

SYNOPSIS
About the topic:

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. . Objective of the topic: TQM is an advanced and technical tool for the success of any organization, so I am very lucky as I have got this topic for my research. I have selected this topic because

this is a technique which is implementing in many organizations and this is basis of the growth and development of any company. Total Quality management 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.

Methodology adopted:
For the analysis of implementation of TQM, I have adopted various methods:

Questionnaire method: In this technique, a number of questions have been given to the employees randomly so that they can give their response to the given question. After

analyzing the data through pie-chart I have analyzed the analysis and then prepared the final report. Interview method: In this method, a no. of questions are asked to the employees related to the total quality management and its implementation in the organization. I have also analyzed the role of employees in strengthening the organization capability in this competitive market.

Findings and analysis:

On analyzing all the questionnaires given in Sahara India Pariwar, I have analyzed that most of the employees are aware of the Quality management schemes and its methodologies. But in technical terms of Total Quality management, it is known only in selected departments. According to me, as some departments are already following it in the work process so, it can also be easily implemented in other sectors of the organization. It was really nice to analyze all the responses given by the employees through interview also due to which I have got a lot of data to study.

Introduction of Quality management

It is a method for ensuring that all activities necessary to design, develop and implement a product or service are effective and efficient with respect to the system and its performance. Quality management can be considered to have three components: Quality control Quality assurance Quality improvement Quality management is focused not only on product quality, but also the means to achieve it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. Quality management is all activities of the overall management function that determine the

quality policy, objectives and responsibilities and implement them by means such as quality control and quality improvements within a quality system. Quality control Quality assurance Quality improvement

Quality improvement:
There are many methods for Quality improvement. These cover product improvement, process improvement and people based improvement. In the following list are methods of quality management and techniques that incorporate and drive quality improvement.
1.

ISO 9004:2000-Guidelines for performance improvement.

2.

ISO 15504-4:2005-Information technology-Process assessmentPart 4: Guidance on use for process improvement and process capability determination.

3.

OFD-Quality function Deployment, also known as the House of Quality approach.

4.

Kaizen: Japanese for change for the better; the common English usage is continual improvement.

5.

Zero Defect Program-created by NEC Corporation of Japan, based upon Statistical Process Control and one of the inputs for the inventors of Six Sigma.

6.

Six Sigma: Six Sigma is based upon Statistical Process Control.

7.

PDCA-Plan Do Check Act cycle for Quality control purposes.

8.Six Sigmas DMAIC method(Design, Measure, Analyze, Improve, Control) for more general improvement purposes.

9.Quality circle- a group (people oriented) approach to improvement.

10. Taguchi methods-statistical oriented methods including Quality robustness, Quality loss function and Target specifications.

11. The Toyota Production System reworked in the west into Lean Manufacturing.

12. Kansei engineering, an approach that focuses on capturing customer emotional feedback about products to drive improvement.

13. TQM-Total Quality Management is a management strategy aimed at embedding awareness of quality in all organizational

processes. First promoted in Japan with the Deming Prize which was adopted and adapted in USA as the Malcolm Baldridge National Quality Award and in Europe as the European Foundation for Quality Management award (each with their own variations).

14. TRIZ meaning Theory of inventive problem solving.

15. BPR- Business process reengineering, a management approach aiming at cleaning slate improvements (i.e. ignoring existing practices).

Introducing the Quality Process

Quality is a process. Many different elements comprise the process. Most strategies develop from top-down, but bottom-up works as well. It is crucial to understand that there are many approaches, but all require patience and time. Companies have to implement quality strategies that make sense for them, and it may take years to figure out exactly what works and even more time to get it right. After identifying the need for change, committing to a customer-driven focus on service, and gaining top management commitment, a bank must assess the level of quality in the organization. Customer and employee research is critical. After gathering the information, the bank can use the information and can begin to formulate a strategy for total quality improvement.

Quality Management :
Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something. This is the most common interpretation of the term quality. Measure of excellence or state of being free from defects, deficiencies, and significant variations. ISO 8402-1986 standard defines quality as the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.

Quality Communication:Quality communication works best from top down in a series of meetings. Follow-up is critical, either through regular meetings or by way of a tracking system. Tracking systems are discussed later on. Communication is basic to business, yet banks seem to do a poor job in communicating effectively, particularly with employees. Whether in the

rush of competition or a preoccupation with continuous meetings, communication is suffering. One way to improve internal communications is through an employee newsletter. Surveys, videotapes, and bulletin boards are also effective. Keystone Financial, Inc., utilizes a separate newsletter called Quality Progress to communicate quality to employees. The use of novelties and different logos is another effective way to help promote quality. Regardless of the method, communication must be clear and continuous.

Quality Measurement :Implementing a total quality management strategy in a vacuum assures failure. One of the recent banking buzzwords is reengineering. Simply put, reengineering is reevaluating. For a quality process to be really effective, banks must measure results. Measuring results means setting goals or standards based on customer-driven expectations. These standards then become the guidelines or benchmarks on which we measure success or failure. Change is inevitable in the

business of banking, or in any other business for that matter. Goals and standards need be measured only if banks are willing to change. Key indicators or goals will not be met "unless customers are delighted.

The Quality Committee :Known as the Quality Committee or Quality Council, this group is the top level steering committee that will make key decisions and authorize the support needed to study, design, implement, and nurture the total quality process. The chief executive officer should chair the committee and include other senior executives. He or she should not delegate this responsibility to lower levels of the organization, and quality should be a regular agenda item for the regular senior management staff meeting

Committees Cycle

and

the

Quality

Quality cycle:

QUALIT Y

Quality Planning :One of the functions of the quality steering committee is to focus resources on common quality goals, after designing the mission and having a vision clearly communicated. The art of setting a corporate vision and focusing resources and energy on quality goals will propel the bank toward its vision of customer-driven, quality service. Quality planning requires that corporate activities reflect customer needs, that products and services are designed to meet those needs, and that systems are customer-friendly.

Quality planning provides the framework within which quality efforts take place. Three important parts include: 1. Quality business planning. 2. Quality product and services planning; 3. Quality process planning.

Total Quality Management :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 operation TQM encourages participation amongst shop floor workers and managers. There is no

single theoretical formalization of total quality, but Deming, Juran and Ishikawa provide the core assumptions, philosophy as of a "...discipline and which management

institutionalizes planned and continuous... improvement ... and assumes that quality is the outcome of all activities that take place within and an all organization; employees that have all to functions

participate in the improvement process; that organizations nd both quality systems and a quality culture.
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.

DEFINITION OF TOTAL QUALITY MANAGEMENT :

"TQM IS A MANAGEMENT APPROACH FOR AN ORGANIZATION, CENTERED ON QUALITY, BASED ON THE PARTICIPATION OF ALL ITS MEMBERS AND AIMING AT LONG-TERM SUCCESS THROUGH CUSTOMER SATISFACTION, AND BENEFITS TO ALL MEMBERS OF THE ORGANIZATION AND TO SOCIETY." ISO 8402:1994. ONE MAJOR AIM IS TO REDUCE VARIATION FROM EVERY PROCESS SO THAT GREATER CON SISTENCY OF EFFORT IS OBTAINED. TQM requires that the company maintain this quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations.

TQM is composed of three paradigms:

Total: -

Involving the entire organization, supply chain, and/or product life cycle

Quality: With its usual Definitions, with all its

complexities.

Management: -

The system of managing with steps like Plan, Organize, Control, Lead, Staff, provisioning and the likes.

A COMPREHENSIVE DEFINITION OF TOTAL QUALITY MANAGEMENT:TQM TOTAL QUALITY MANAGEMENT IS THE ORGANIZATION WIDE MANAGEMENT OF QUALITY. WE KNOW THAT MANAGEMENT CONSISTS OF PLANNING, ORGANIZING, DIRECTING, CONTROL, AND ASSURANCE. THEN, ONE HAS TO DEFINE "TOTAL QUALITY". TOTAL QUALITY IS CALLED TOTAL BECAUSE IT CONSISTS OF 3 QUALITIES: QUALITY OF RETURN TO SATISFY THE NEEDS OF THE SHAREHOLDERS, QUALITY OF PRODUCTS TQM. Total Quality Management (TQM) is a management

approach to long-term success through customer satisfaction.

In a TQM effort, all members of an organization participate in improving processes, products, services and the culture in which they work. TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge of workers.

Total

Quality

Management Defined: TQM is a management philosophy that seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, customer service, customer objectives. . The simple objective of TQM is "Do the right things, right the first time, every time". TQM is infinitely variable and adaptable. Although originally applied to manufacturing operations, and for a number of years only used in that area, TQM is now etc.) to focus and on meeting needs organizational

becoming recognized as a generic management tool, just as applicable in service and public sector organizations. There are a number of evolutionary strands, with different sectors creating their own versions from the common ancestor

TQM is the foundation for activities, which include: Commitment by senior management and all employees. Meeting customer requirements Reducing development cycle times just In Time/Demand Flow Manufacturing Improvement teams Reducing product and service costs

 Systems to facilitate improvement Line Management ownership Employee involvement and empowerment Recognition and celebration Challenging benchmarking Focus on processes / improvement plans Specific incorporation in strategic planning This shows that TQM must be practiced in all activities, by all personnel, in Manufacturing, Marketing, Engineering, R&D, Sales, Purchasing, HR, etc. quantified goals and

Principles of TQM:-

The key principles of TQM are as following:3

Management Commitment 1. Plan (drive, direct) 2. Do (deploy, support, participate) 3. Check (review) 4. Act (recognize, communicate, revise) Employee Empowerment 1. Training 2. Suggestion scheme 3. Measurement and recognition 4. Excellence teams Fact Based Decision Making 1. SPC (statistical process control) 2. DOE, FMEA 3. The 7 statistical tools 4. TOPS (FORD 8D - Team Oriented Problem Solving) Continuous Improvement 1. Systematic measurement and focus on CONQ

2. Excellence teams 3. Cross-functional management 4. Attain, maintain, improve standards

process

Customer Focus 1. Supplier partnership 2. Service relationship with internal customers 3. Never compromise quality 4. Customer driven standards

The Concept of Continuous Improvement by TQM:TQM is mainly concerned with continuous improvement in all work, from high level strategic planning and decision-making, to detailed execution of work elements

on the shop floor. It stems from the belief that mistakes can be avoided and defects can be prevented. It leads to continuously improving results, in all aspects of work, as a result of continuously improving capabilities, people, processes, and technology and machine capabilities. Continuous improvement must deal not only with improving results, but more importantly with improving capabilities to produce better results in the future. The five major areas of focus for capability improvement are demand generation, supply generation, technology, operations and people capability.

Implementation and Processes:-

Principles

A preliminary step in TQM implementation is to assess the organization's current reality. Relevant preconditions have to do with the organization's history, its

current needs, precipitating events leading to TQM, and the existing employee quality of working life. If the current reality does not include important preconditions, TQM implementation should be delayed until the organization is in a state in which TQM is likely to succeed. If an organization has a track record of effective responsiveness to the environment, and if it has been able to successfully change the way it operates when needed, TQM will be easier to implement. If an organization has been historically reactive and has no skill at improving its operating systems, there will be both employee skepticism and a lack of skilled change agents. If this condition prevails, a comprehensive program of management and leadership development may be instituted.

A management audit is a good assessment tool to identify current levels of organizational functioning and areas in need of change. An organization should be basically healthy before beginning TQM. If it has significant problems such as a very unstable funding base, weak administrative systems, lack of managerial skill, or poor employee morale, TQM would not be appropriate.

Total Quality management: Main ideas

TQM is built around four main ideas: Do it right the first time, be customer centered, make continuous improvement a way of life and built teamwork and empowerment.

A)

Do it right the first time: Managers

have been interested in the quality of their products, at least as an afterthought, since the Industrial Evolution. Thanks to the sustained efforts of quality gurus like Deming and Kaoru Ishikawa, product /service have become both forethought and a driving force in effective organizations of all kinds nowadays. Todays hospitals, universities and public sector organizations are as interested in improving product /service quality as are manufacturing organizations , mines, airlines, and railways. In its most basic form, the emphasis on quality has come through four distinct phases since World War II from fix it in to inspect in to build it in to design it in. Present day managers are moving away from the first two approaches and

toward the build it in and design it in approaches. The fix it in approach to quality: Rework any defective products identified by quality inspectors by at the end of the production process. The inspect it in approach to quality: Here quality inspectors sample work in process and prescribe machine adjustments to avoid substandard output. The build it in approach to quality: Make everyone who touches the products responsible for spotting and correcting defects. Emphasis is on identifying and eliminating causes of quality problems. The design it in approach to quality: Intense customers and employee involvement drives the entire design production cycle. Emphasis is on continuous improvement of personnel, processes and product.
B)

Be customer centered: Organizations

have to meet the expectations of both the internal and external customers. Internal customers are other members

of the organization who depend on your work to get their job done. As far as external customers are concerned, TQM demands all employees who deal directly with outsiders to be customer centered. Being customer centered means: Anticipating the customers need; Listening to the customer; Learning how to satisfy the customer; and Responding appropriately to the customer.

Make continuous improvement a way of life: The Japanese word for continuous
C)

improvement is Kaizen, which means improving the overall system by constantly improving the little details. Kaizen practitioners look at quality, not a final destination. In order to improve things, they experiment, measure, adjust continuously. Rather than naively assuming that zero defects means perfection, they try to put the finger on the problem causing trouble. There are four ways of achieving improvements: Improved and more consistent product and service quality. Faster cycle times (in cycles ranging from product development to order processing to payroll processing).

Lower costs and less waste.

D)Build teamwork and empowerment: TQM is built around employees their needs, aspirations and expectations. It is employee driven. It allows employees to exploit their full potential. Empowerment takes place when

employees are properly trained, provided with all relevant information and the best possible tools, fully involved in key decisions and fairly rewarded for results. In order to carry out work efficiently and effectively, teams have to be created, drawing talent from various departments in a cooperative way.

Traditional and Total Quality HRM approaches:

HR managers can facilitate the introduction and implementation of TQM in several ways: i. ii. Identify uses of TQM techniques. Develop communication systems for introducing TQM, and improve quality awareness.

Select and train people carefully so that they possess requisite skills for implementing TQM. iv. Match appraisals to TQM philosophy. v. Institute reward schemes for scaling new heights through TQMCarry out employee attitude and organizational climate surveys that highlight weak spots; point attention toward rectification efforts. vi. Conduct quality and ethics audits vii. Benchmark TQM applications with the best players in competing units and find ways to get ahead continually. viii. Treat TQM as a systematic and continuous way of doing business. ix. Top management must adopt the principles and language of quality, follows the processes, set examples and guide others

iii.

A Simplified TQM Diagnostic Model

WHY LEARN A SIMPLIFIED TQM DIAGNOSTIC MODEL? This model can help you gain confidence in making TQM decisions:

dentify necessary elements for a successful quality approach. management

Know how they fit together to successfully goals. accomplish quality

Display the most options, thus helping make the right quality management choices.

This model can help you integrate daily TQM tasks with strategic TQM goals:

Learn

skills

to

balance strategic

competitive

quality

planning with daily operational choices.

Learn skills to maximize human and organizational resources for daily productivity demands.

This model can help you understand and enjoy team technology in the context of TQM:

Learn how to avoid strategies that lead to the "program-of-themonth" mentality. Learn how to keep management commitment highest level. Total Quality Management, TQM, is a method by which management and employees can become for TQM at its

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. If an organization has a track record of effective responsiveness to the environment, and if it has been able to successfully change the way it operates when needed, TQM will be easier to implement. If an organization has been historically reactive and has no skill at improving its operating systems, there will be both employee skepticism and a lack of skilled change agents. If this condition prevails, a comprehensive program of management and leadership development may be instituted. A management audit is a good assessment tool to identify current levels of organizational functioning and

areas in need of change. An organization should be basically healthy before beginning TQM. If it has significant problems such as a very unstable funding base, weak administrative systems, lack of managerial skill, or poor employee morale, TQM would not be appropriate.

THE GUIDING PRINCIPLE: Successful Total Quality

Management requires both behavioral and cultural change. A successful TQM System brings two other management systems together with a behavioral and cultural commitment to customer quality.

 Thus, TQM becomes a system within itself by default or by choice. These three management systems must be aligned in a successful TQM initiative: OM (organizational management system), HRM

(human

resource

management systems) and

TQM (total quality management).

TWO IMPLEMENTATION APPROACHES

TRADITIONAL MANAGEMENT APPROACH: -

This is the most common. A TQM is overplayed (some say forced) upon the other two systems. This approach represents the 80% failure of TQM's. In this approach TQM never becomes an accepted reality by either organizational or human resource management. It is usually seen as competition, or "something to be tolerated." The TQM system consumes valuable resources needed by the other systems and rejection begins to occur.

INTEGRATED MANAGEMENT APPROACH:

This is the least common. A TQM is blended and balanced with existing cultural initiatives in both organizational and human resource management systems. This represents the 20% success rate of TQM. Whether both organizational management and human resource management systems take on a "quality management commitment" or "join a quality management team" is not important. The principles of quality management are attended to as an important

third system that blends, integrates, aligns and maximizes the other two systems to beat competition in

world class quality performance. This approach can often be divided into two sub-choices, depending upon managerial competencies. resources, readiness, acceptance, and

Application of total quality management on service quality in QUALITY STRATEGY

Banks are struggling to improve service and proclaim that they are customer-

banking A BANK

AS

focused, yet outstanding, exceptional quality service is still the exception rather than the rule. Two routes to profit growth in financial organizations differentiation. Excellent service contributes to both the use of quality in banking focuses on strategy and moves the focus from quality to total quality management. a struggle. While This banks chapter understand discusses the the value of service quality, getting started can be implementation of the quality process, the need for commitment, and the impact of quality on the bank. The quality process is complex and frustrating at times, but focus is critical. The process begins with top management's commitment to quality. are cost-efficiency and

Impact of Quality on the Bank:If measurement is to be valuable, the bank must utilize feedback to improve the quality process. Quality impacts competition by providing banks with a competitive advantage. Quality impacts employees by focusing them on the customer, by challenging them to better serve the customer, and by making the workplace a better place to be. Finally, quality impacts the customer by providing products and services designed to meet customer expectations. Measuring customer feedback should be frequent. Total quality management should produce satisfied customers. If it does not, consideration should be given for modifying the process. The ultimate goal of any quality program must be to exceed customer expectations. The effective use of communication and measurement and an understanding of what customers really want can have a positive impact on customers' responses to quality initiatives

Top Commitment

Management

Management participation and leadership is crucial to building a service quality culture. This vision and leadership is also important in developing and implementing a total quality management strategy. Lack of management commitment could lead to service gaps or cause service gaps to widen. Quality must be a management priority. Igniting the explosion of quality leadership in a company means repositioning quality from a secondary to a primary management role.2 Although much of the research indicates the need for

management commitment, renowned quality consultant Philip Crosby says he does not want "commitment" from top managers, he wants "participation."3 Quality service comes from inspired leadership. Employees and managers at all levels look to top executives to set an example and a tone for the rest of the organization. Top management must foster a general awareness that quality improvement will take its place

as equal in importance to traditional cost, profit, growth, and sales goals.

"Leadership is the backbone of quality, as it is for all planned cultural change.''

Concept in implementing TQM

14 points, a set of management practices to help companies productivity:
1. 2. 3. quality. 4. End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier. 5. 6. Improve constantly and forever every process Institute training on the job. for planning, production and service. Create constancy of purpose for improving Adopt the new philosophy. Cease dependence on inspection to achieve

increase

their

quality

and

products and services.

7. 8. 9. 10. 11. 12. system.

Adopt and institute leadership. Drive out fear. Break down barriers between staff areas. Eliminate slogans, exhortations and targets for Eliminate numerical quotas for the workforce Remove barriers that rob people of pride of

the workforce. and numerical goals for management. workmanship, and eliminate the annual rating or merit

13 .Institute a vigorous program of education and selfimprovement for everyone.

If an organization has a track record of effective

responsiveness to the environment, and if it has been able to successfully change the way it operates when needed, TQM will be easier to implement. If an organization has been historically reactive and has no skill at improving its operating systems, there will be both employee skepticism and a lack of skilled change agents. If this condition prevails, a

comprehensive program of management and leadership development may be instituted. A management audit is a good assessment tool to identify current levels of organizational functioning and areas in need of change. An organizationshould be basically healthy before beginning TQM. If it has significant problems such as a very unstable funding base, weak administrative systems, lack of managerial skill, or poor employee morale, TQM would not be appropriate.

Research methodology
Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally

adopted by a researcher in studying his research problem along with the logic behind them. It is necessary for the researcher to know not only the research methods/techniques but also the methodology. Researchers not only need to know how to develop certain indices or tests, how to calculate the mean, the mode, the median or the standard deviation or chi-square, how to apply particular research techniques, but they also need to know which of these methods or techniques, are relevant and which are not, and what would they mean and indicate and why. Thus when we talk of research

methodology

we not only talk of the

research methods but also consider the logic behind the methods we use in the context of our research study and explains why we are using a particular method or technique others so and why we are not using that research or the by results are

capable of being evaluated either by the researcher section himself others.This contains methodological

issues in research. It focuses primarily on providing help with the tools and techniques used in the research. These tools and techniques differ from discipline to discipline. Researchers Some will Quantitative also have specific or blazes. over

prefer

Qualitative

approaches

vice-versa.

Generally speaking, an integrated

approach

is

advisable.

study

that

contains only qualitative data or solely quantitative data messes the rich texture of interpretation makes that an integrated While this approach possible.

section may be organized in a way that suggests a defined process, this is not the intention.

"Marketing

research

is

the

systematic

design, collection, analysis and reporting of data and findings and relevant to specific marketing situations facing the company." RESEARCH OBJECTIVE 1To know about the Motivational

Techniques adopted by the organization for enhancing your performance. 2- To know about the financial or non financial Motivational Measures that is provided to the employees.

3- To know about the fringe benefits provided as

a Motivational Factor. 4- To know about any Reward system that is used for the good performance of the employees. 5- To analyze which Motivational measure mostly motivates the employees.

6-

To

know

about

the

public

reorganization of the company by the help of which the employees are Motivated. 7- To analyze what is the monthly income of the employees.

RESEARCH DESIGN
A research project conducted scientifically has a specific framework of research from the problems of of identification the conducting to the This is presentation framework reports.

research

known as the RESEARCH DESIGN. A research design is the arrangements of conditions and analysis of data in a manner that aims to combine relevance to

the research purpose with economy in procedure. Research design provides the glue that holds the research project together. A design is used to structure the research, to show how all of the major parts of the research groups, work project-the measures, to try samples or the or the treatments to address

programs, and methods of assignmenttogether central research questions. There can be following types of research design:

EXPLORATORY RESEARCH STUDIES:

Exploratory Research studies are also termed as formulate research studies. The main purpose of such studies is of formulating a problem for more precise investigation or of developing the working hypothesis from an operational point of view. The major emphasis in such studies is on discovery of ideaand insight. As such research designs for appropriate considering for such studies must be flexible enough to provide opportunity different aspects of a problem under study. Inbuilt flexibility in research design is needed because the research problem, broadly defined initially is transformed into one with more precise meaning in exploratory studies.

DESCRIPTIVE STUDIES:

RESEARCH

Descriptive Research studies are those studies particular which the are concerned or of a with of a group. describing characteristics

individual,

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 For the purpose of our research work we have used descriptive research studies:

SAMPLING DESIGN
When field studies are undertaken in

practical life, consideration of time and cost almost invariably lead to selection of respondents i.e., selection of only a few items. The respondents selected should be as representative of the total population as possible in order to produce a

miniature

cross

section.

The

selected

respondents constituted the 'sample' and the selection process is called sampling technique. The survey so conducted are called sample survey'. A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt in selecting items for the sample. For collecting primary data from the sample customer through protocol members the process, of the th questionnaire/answer information and from the

was used to get substantial amount of target population so that inductive, logic probabilistic inferences, rather `an deductive reasoning can be incorporated in study the career growth and job satisfaction of the employees. There can be following types of sample design:

PROBABILITY SAMPLING:
Probability sampling is also known as random sampling or chance sampling. Under this sampling design every item of inclusion in the sample. It is, so to say, a lottery method in which individual units are picked up from the whole group not deliberately process. but by some mechanical

NON-PROBABILITY SAMPLING:
Non-Probability sampling is that sampling is that sampling procedure which does not afford any basis that for each estimating item in the the probability

population has of being included in the sample. Non Probability sampling is also

known

by

different

names

such

as

deliberate sampling, purposive sampling and judgment sampling. In this type of sampling, items for the sample are selected deliberately by the research:

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. For example, in

testing a potential new product, the sample works is done by

adding the new product to the appropriate shops there. For the purpose of this research we have used Non Probability Convenience Sampling. in the locality. Purchasing and selling of the new product is observed

DATA COLLECTION METHOD

The task of collecting the data begins after a research problem has been defined and research design/plan chalked out. While deciding about the method of data collection to be used for the study the researcher should keep in mind two types of data viz., primary and secondary. Secondary data: The secondary data are those which have been already collected by someone else and which have already been passed through the statistical tool. "Secondary data are statistics not

gathered for the immediate study at hand but for some other purposes."

Secondary data can be classified into:-

1] Internal Secondary Data:

Data that are originated within the firm for which the research is being conducted are internal data. If they were collected for some other purposes, they are internal secondary data. 2) External Secondary Data: The second form of secondary data is external sources which are generally published and are available in different form and different sources.

Primary data:
The primary data are those which are collected afresh and for the first time, and thus happen to be in original in character. "Primary data may be described as those data that have been observed and recorded by the researchers for the first time to their knowledges

TOOLS

OF

PRIMARY

DATA

COLLECTION:
There can be various tools for primary data collection like questionnaire, telephonic interview, observation,

interaction etc. For the purpose of study Questionnaire is used as an instrument for data collection.

Instrument

Used

in

Data

Analysis

is

Scheduling Method.

.Questionnaire:
This method of data collection is quite popular particularly in the case of big enquiry. It is being adopted by private individual, public research In is worker, & this sent to even the private by & the a organization

government. questionnaire

method

person

concerned with a request to answer the question and return the questionnaire. A questionnaire consists of a number of question printed or type in a definite order on a form of or set of forms.

For the purpose of study close-ended, choice structured questionnaire

multiple

having 8 questions has been used.

TOOLS

OF

SECONDARY

DATA

COLLECTION

There can be various tools for Secondary data collection through journal, web sites, and books

SAMPLING UNIT:
A decision has to be taken concerning a sampling unit before selecting sample. Sampling employee. unit may be an individual

My sampling unit is Employee of Sahara India Pariwar.

Problem definition:

Employee attrition is a burning problem in the corporate world today. Sahara India Financial Organization is a huge par banking concern where employees are considered a family. Still the problem of employee attrition exists. In

such a situation it would be very important that the causes behind it are extracted and steps to be taken to minimize this rate.

Aims:
1 To optimize the quality of statistical outputs taking account of resource through research into, and application of, effective sampling and estimation methods 2 To be open about the methods in use and to provide evidence on which to base decisions about how to conduct surveys 3 To promote integration, harmonization, and improvements in consistency of ONS outputs through the use of, for example, common methods.

Scope of study:
Employee attrition is a relevant problem many organizations or their departments. High attrition rate is oppressive as it not only increase the cost but also affect the functioning of suffering department/organization. Retention of employees for long period on other hand does not only save the cost but also helps in adding value to the organization. The findings of this study can be generalized to an extent as it is a problem which is faced by almost all the organizations today.

Limitations:
There are following limitations of this study: The sample size selected for the study in very small in comparison to the huge employee population in the Sahara India Pariwar. 2. Sample has been selected on a random basis, for both the records study and questionnaire survey. 3. 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.
1.

BACKGROUND

MULTINATIONAL, DIVERSIFIED, THUS A PARIWAR 1978 THAN BILLION YEARS. WITH RS. A FAMILY IS (43 WORLDS WHICH RS. 2000

WIDELY CULTURED LARGEST MERELY US$) ONLY (10.87 IN 29 MORE

DEDICATED TO NATION STARTED IN AND NOW THIS IS A GROUP OF MORE 50,000 HAVE CRORE JUST SOME US$) LETS ASSETS

INSIDE STORY. Financial Products Infrastructure and Housing Media and entertainment Aviation and FMCG.

BOARD OF DIRECTORS
Composition of the Board of Directors The Board of Director comprises seven members and all are non-executive directors out of which four are independent directors. Directors Promoter/ Executive Non-Executive/ Independent Materially significant, pecuniary or Business relationship with the Company Attendance at the last AGM Number of Committees in which Chairman / Member

Chairman/Member
Shri Subrata Roy Sahara Non Executive Promoter Director Yes Chairman and Member : Board of Directors

Shri O.P.Srivastava Non Executive Promoter Director Yes Member Board of Directors Shri J.B. Roy Non Executive Promoter Director Yes

Member Board of Directors; Member Audit Committee Shri Brijendra Sahay Non Executive Independent Yes Member Board of Directors;

Chairman Audit Committee MemberRemuneration Committee Shri S.P. Ghosh Non Executive Independent Yes Member Board of Directors; Member Audit Committee

ChairmanShareholders/Investors

Grievance Committee
Shri Malka Komaraiah Non Executive Independent Yes Member Board of Directors Shri Ranoj Dasgupta Non Executive Independent Yes Member Board of Directors; Member Audit Committee Member-Shareholders/Investors Grievance Committee; MemberRemuneration Committee Tenure Twothird of the Directors of the Corporation are liable to retire by rotation. Of this, one-third retire every year and if eligible, qualify for reappointment.

Responsibilities
The Board of Directors at SHCL are collectively responsible for advising the Company on Strategic Matters, Policy making and various other material and key decisions. Apart from the above, they mainly review the Corporate Performance of the Company vis--vis its competitors, ensure the shareholders security and safeguarding of their interest and most importantly oversee the Regulatory and Statutory Compliances.

Board Meetings
The Meetings of the Board of Directors are held at least once every quarter to review the quarterly results of the Company and the Financial Performance amongst other important issues. Powers of the Board of Directors have been delegated to the various Committees of the Board viz. the Audit Committee, Share transfer & Shareholders / Investors Grievance Committee and the Remuneration Committee. All procedural matters of a Board Meeting along with the preparation of the Agenda, Board Papers, circulation of notices, Agenda Papers, etc is done by the Company

Secretary. Overall the Directors have access to all information and records of the Company.

The meetings of the Board of Directors are normally held at the Command Office of Sahara India Pariwar i.e. Lucknow. Meetings are generally scheduled well in advance and the notice of The Meetings of the Board of Directors are held at least once every quarter to review the quarterly results of the Company and the Financial Performance amongst other important issues. Powers of the Board of Directors have been delegated to the various Committees of the Board viz. the Audit Committee, Share transfer & Shareholders / Investors Grievance Committee and the Remuneration Committee. All procedural matters of a Board Meeting along with the preparation of the Agenda, Board Papers, circulation of notices, Agenda Papers, etc is done by the

Company Secretary. Overall the Directors have access to all information and records of the Company. The meetings of the Board of Directors are normally held at the Command Office of Sahara India Pariwar i.e. Lucknow. Meetings are generally scheduled well in advance and the notice each board meeting is given in writing to each director.

COMMITTEES OF THE BOARD

Audit Committee: The Audit Committee primarily responsible for review of financial performance on half yearly/annually basis; appointment/

removal/remuneration of auditors; review of internal control systems and its adequacy and compliance with various Regulatory Bodies. It consists of the following members:

Name of Director/Member Executive

Status Executive / Non

Shri J.B. Roy Promoter Director Non-Executive Shri Brijendra Sahay Independent Non-Executive Shri S.P. Ghosh Independent Non-Executive Shri Ranoj Dasgupta Independent Non-Executive

Share transfer & Shareholders/Investors Grievance Committee:

The Committee is primarily responsible for handling the work of Share Transfers and redress Investor Grievances members of this Committee comprises of the following: Name of Director/Member Status Executive / Non Executive Shri S.P. Ghosh Independent Non-Executive Shri Ranoj Dasgupta Independent Non-Executive Shri D.J. Bagchi Company Secretary N.A.

Remuneration Committee:

The members of this Committee consists of the following names :

Name of Director/Member Status Executive / Non Executive Shri Brijendra Sahay Independent Non-Executive Shri S.P. Ghosh Independent Non-Executive Shri Ranoj Dasgupta Independent Non-Executive

My Biggest Achievement of Life

"I'm very proud to be the Guardian of The World's Largest Family In business profit earnings and overall growth of business get the highest priority and are certainly creditable, but ultimate credibility of business enterprise,

particularly of larger ones is in the utilization of profit, be it for best possible upliftment of its workforce and for espousing Social, National Development causes or for rendering services to mankind as a whole. Fulfilling the Qualitative aspect of utilization of profit, the world's largest family Sahara India Pariwar' is proud to have reached today new horizons of growth and development. On the basis of our philosophy of Collective Materialism we have always given importance to the fact that profit earning is the Quantitative aspect whereas the

proper utilization of profit is the Qualitative aspect. Ironically, we only recognize and get recognized by the Quantitative aspect. I, therefore earnestly appeal to one and all in Politics, Media, Business etc. that every action, reaction,

selection, appreciation or criticism should be oriented strictly towards the Qualitative aspect. I appeal to anybody and everybody to accord top priority to Qualitative aspect in anything and everything for peaceful, prosperous and progressive co-existence of mankind anywhere and everywhere. Today, I feel proud of the fact that I am the Guardian of the World's largest family. Perhaps, I am the world's only person whose family is so vast, so disciplined, so dedicated and so committed. Such a vast family as Sahara India Pariwar has a grand and infinite future and I am sure that we will sustain our duty, consciousness, discipline and dutifulness with a sense of dedication, as we have always done in the past, so that together we could build an India full of energy and radiance.

" Subroto Roy Sahara Saharasri Chairman Managing Worker &

SAHARA INDIA PARIWAR'S PHILOSOPHY

COLLECTIVE MATERIALISM" In any human relationship, it becomes imperative to take into consideration the materialistic aspect of life - we do so but by giving it second priority. The first priority is given to emotional aspect and with perfect blending of materialism with emotionalism results in continuous collective growth for collective sharing and caring, that gives an impetus to our philosophy COLLECTIVE MATERIALISM

HE GROUP BELIEVES IN THE ETHICS THAT:

Emotion Economic before

Principles Values Wealth Man before Country Religion Quality before Quantity Consciences Corporation Family before Fortune

before

Profit before

Money before

before

PARIWARS SUCCESS MANTRA:

THIS COMES FROM THE BOOK

SHANTI SUKH SANTUSHTI WRITTEN BY SAHARA SHRI SHRI SUBRATA ROY SAHARA MANAGING WORKER & CHAIRMAN SAHARA INDIA PARIWAR (CHIEF GUARDIAN)

SAHARAS CRE COMMITMENTS: Emotion

Emotion is in Performance of genuine duties towards the loved ones primarily in their benefit, from their point of view. EMOTION is THE KEY that generates the required desired Discipline energy and enthusiasm for quality performance.

The enthusiastic obedience of laws and orders, which are given by the rightful authority.

Duty
The enthusiastic obedience of laws and orders, which are given by our conscience.

No Discrimination
Never should we discriminate in any of our actions, reactions, attitudes, decisions, conclusions, in any of our expressions while caring for the six healths of other human beings, namely physical, material, mental, emotional, social and professional health.

Quality
Results from honoring Rules, Regulations, Commitments, Performance of Values, Duties by Fairness, honestly

balancing one's own and others' reasonable point of view in the matters of Material & Emotional aspects.

Give Respect
To definitely make others feel important and respected by giving sincere regard to others' feelings, reasonable wishes & thoughts with an open and receptive mind and warmth.

Self-respect
To develop a sense of respect for oneself in others' mind, i.e. to generate genuine & warm feelings for oneself among others on a continuous basis.

Truth
Means and the total transparency to follow in action, right

reaction, attitude and all other expressions conviction the course. Religion There is a religion higher than religion itself - it is NATIONALITY. We may practise our religions in the confines of our homes, but outside, we should be Indians and only Indians. 'Bharatiyata' or Nationalism thus becomes our supreme religion.

Absolute Honesty
We firmly believe that our mind inside knows the truth our and we should be absolutely honest to our mind inside and accordingly directions, dealings. ''BHARAT HAI HAMARA HUM HAIN SAHARA: actions, and reactions, all our decisions

expressions should be present in all human

THERE INDIAN OF WE THE

IS

RELIGION THE

HIGHER SWIRL FAILS GREAT ALL

THAN RELIGION ITSELF - IT IS THE NATIONALITY. TRICOLOUR IT IS NEVER THE

TO MOVE A SAHARA WORKER. FOR BELIEVE, THAT FEELING TRANSCENDS

CASTE, CREED AND SECT.

BHARAT EVERY

PARVA 15TH

IS

CELEBRATED AND

ON

AUGUST

26TH

JANUARY RARELY HEART. 'MY' SMALL "WE" BIG

WITH SEEN.

A IT

SPIRIT COMES

OF

GAIETY OUR

FROM

FAMILY'S OR

FESTIVAL

BIRTHDAYS FAMILY'S OR

MARRIAGES... MAHAVIR, JAYANTI, DIWALI...

FESTIVAL NANAK ID OR

BUDDHA CHRISTMAS, '''OUR'''

INDIAN FAMILY'S FESTIVAL - BHARAT PARVA.

OUR SERVICES:

Extended Business Hours. Highly Competitive Rates. Round the Clock Helpdesk service through Convenience of anywhere accounts

IVRS facility and availability on 24/7/365 basis. management through SPEED-e (NSDL) / easiest (CDSL). Personalized and Efficient Service by NCFM qualified staff OUR OFFERINGS: Multiple financial and products in a very at a very

reasonable manner.

cost

convenient

Depository services Internet Trading of securities Distribution of Mutual Fund Units

DISTRIBUTION OF OTHER PRODUCTS: CMSD is also a Distributor for other financial products like : RBI Relief Bonds (Tax Free )

Infrastructure Bonds Capital Gain Tax Bonds Initial Public Offerings etc.

FUTURE PLANS: (a) Proposed Activities: Units. Funding for Margin Trading Distribution of Insurance Products. Facilitating Internet Trading of Securities Retailing of Debt Instruments. Loan against Shares and Mutual Fund

(b) Geographical Expansion based on potentials of respective markets. MOTTO OF SAHARA INDIA

Quality is our essence and we, at Sahara India Pariwar, have always stressed on the Qualitative aspect. Consequently in this run for quality, quantity has always pursued us. We look forward to reaching the zenith and reaffirm our commitment to the process of sound nationbuilding. WE CHASE QUALITY, QUANTITY CHASES US.

BUSINESS INTERESTS OF SAHARA INDIA 1. Finance: In the field of finance, Sahara Group has interests in para banking, life insurance, mutual funds, and housing finance.

Para banking: Sahara India Financial Corporation Limited is India's largest mobilization company in the private sector with the highest yearly deposit Sahara India Financial Corporation Limited is the first Residuary Non-Banking

Company of the country that has been granted Certificate of Registration by Reserve Bank of India in conformity with directions applicable on Residuary Non-Banking Financial Companies (RNBCs)

Life Insurance: Sahara India Life Insurance Company Ltd is the first wholly Indian-owned Life Insurance Company in the private sector. With Life Insurance Penetration in India at just about 22% of the Insurable population and premium income of 2% of GDP, the group sees it as a very high growth sector of Indian economy. Sahara India Life Insurance Company Ltd. (SILICL) is today the first wholly Indian-owned Life Insurance Company in the private sector. We launched our operations on 30 October 2004 after being granted license to operate as a life insurer in India by Insurance Regulatory and Development Authority on 6 February 2004.

Every year in India all companies together disburse Rs. 33,000 crores (USD 7174 million) loan with a growth rate of around 20% Mutual Fund: Sahara Mutual Fund was established in 2005. Presently, it offers 7 schemes: 3 Equity schemes & 4 Debt schemes. With a view to offering its clientele a mutual fund that is truly mutual, Sahara Mutual Fund was established in 2005. Our financial experts help hundreds of people to manage their mutual fund investments, diversify their portfolios and reduce their investment risks. Sahara Mutual Fund offers seven schemes, of which 3 are Equity schemes viz. Sahara Growth Fund, Sahara Tax Gain, Sahara Midcap Fund and 4 are Debt-oriented schemes viz. Sahara Income Fund, Sahara Short Term Fund, Sahara Liquid Fund and Sahara Gilt Fund.

Housing Finance: Sahara Housing finance Corporation Limited was founded in August 2002. It commenced retail lending in May 2004. The company has four regional offices in Kolkata, Lucknow, Hyderabad and Mumbai and a branch each in Kolkata, Asansol, Siliguri, Lucknow,

Gorakhpur, Pune, Hyderabad, Vijaywada and Mumbai. Sahara Housingfinas Corporation Limited was founded in August 2002 with its registered corporate office at Kolkata. SHCL commenced retail-lending business in May 2004 with professionals from the industry and fully

integrated on-line systems solution backed by strong procedures and underwriting standards.

2. Infrastructure & Housing: Sahara Infrastructure & Housing is India's largest realtor. It offers broad range of houses, commercial & retail spaces, office spaces and luxurious penthouses & villas. The company is building townships in 217 cities all over India.

Media & Entertainment: Sahara Group has interests in television, cinema, and newspaper. The group has an entertainment channel called Sahara One and a news channel by the name of Sahara Samay. Sahara One Motion Pictures is Hindi Cinema Production
4.

House with over 50 films in various stages of production. The group also publishes English, Hindi, and Urdu newspapers.

Entertainment Channel 24 hours digitally encrypted Entertainment Channel spread over 66 countries globally. Sahara India Pariwars foray into the field of media and entertainment began with the launch of Sahara TV on 28 March 2000 with the 24-hour free-to-air Digital Hindi General Entertainment Channel beamed across 66 countries. On 10th October 2004, the channel was rechristened Sahara One Television with the launch of the First Indian Sangeet Awards held at the Royal Albert Hall,

London. Sahara One subsequently converted into a pay channel mode and is part of the Sahara One bouquet of channels. Today, Sahara One Television reaches out to over 40 million Cable and Satellite Television homes. With a strong focus on quality content and innovative

programming and promotions, Sahara One Television is poised for a position of strength amongst the mainstream Hindi General Entertainment Channels in India.

Sahara Filmy: movie channel 24 hours digitally encrypted Movie Channel. FILMY, Sahara One Media and Entertainment Limited's second channel after Sahara One was launched on February 12, 2006. The Sahara Group was already into the businesses of general entertainment television, news and motion pictures and Hindi films based channel was recognized as a natural step in the direction of integration of these businesses. The test signal for FILMY went on air on January 26, 2006. The commercial launch of the channel happened amidst much fanfare on February 12, 2006. A 30-city FILMY Yatra was organized through the month of February, where the FILMY anchors traveled with the Yatra to various cities, and met the viewers and the media at the local level. The launch also featured a high decibel campaign across television, radio, outdoor and ground. Some of the key markets covered were Mumbai, Delhi , Kolkata, Lucknow , Ahmadabad, Pune, Nagpur , Chandigarh Bhopal Jaipur and many others.

WORLD TELEVISION India's First World Television Channel in Hindi. FIRANGI is positioned to showcase in Hindi the best-in-class television programming from around the world. The channel proposes to break new ground with the creation of the WORLD TELEVISION category - a first in the annals of Indian Television.

CINEMA PRODUCTION: Sahara one motion pictures Now The Largest Hindi Cinema Production House in India Over 50 films in various stages of production in association with the best names in the Industry

Sahara-One Motion Pictures is Indias biggest motion pictures production company. It is driven by the desire to delight audiences with quality content. With over 40 film projects in hand, of which 22 are currently on the floor -- Sahara-One Motion Pictures is producing quality movies and undertaking distribution and marketing such films that are appealing to the masses. Sahara-One Motion Pictures is managed by the Sahara India Entertainment Management Company Limited (SIEMCL), whose other businesses include the popular General Entertainment C&S Channel Sahara One Television.

Cinema-Halls Developing Largest Chain of Multiplexes in India Around 230x3 screens throughout the country along with an independent film distribution network. Film-City Developing world-class film city on around 100 acres of land with an investment of Rs. 180 crores (USD 40 million) approximately and with

an Academy Sahara India Pariwar is creating a Film City to provide filmmakers with everything they need to make films, television software and commercials of the highest standard. The existing infrastructure of the Film City will be renovated and equipped with the most modern and latest technology. The Production House will offer clients facilities and services that would be second to none. It will then rightly be called as the Film City that is designed for the future.

National.News.channel: Round-the-clock free-to-air National Hindi news channel. The journey in electronic media started with the emergence of Sahara Samay Network as a news network of reach and repute. The network offers five regional 24x7 news channels catering to millions and millions of Hindi speaking viewers in the states of U.P./Uttarakhand, M.P./Chhattisgarh, Bihar/Jharkhand, Delhi/NCR and Mumbai. Additionally the network also offers 'Samay', a 24-hr national news channel broadcast.in.over.66.countries. Sahara Samay Rashtriya becomes 'Samay to rededicate itself with renewed energy and commitment to the news consumer. with a team of over 1000 journalists using 50 live news bureaus that are further connected to 1600 V-SAT centers for rapid news gathering across the country. And hi-tech multi-channel uplink earth station that enables high telecast quality.

Regional.News.Channel Round-the-clock 36 city specific Regional news channels. With the aim of tapping the power of local news coverage, Sahara Samay launched a bouquet of city centric regional news channels that provide in-depth and exhaustive local coverage of news as they happen. It includes: SAHARA SAMAY SAHARA SAMAY SAHARA SAMAY SAHARA SAMAY NCR M.P./CHATTISGARH BIHAR/JHARKHAND UP / UTTARANCHAL

English Weekly 1 National Edition - 72 pages English Weekly Sahara Time is English weekly which encompasses a wide spectrum of political,

economic, social and cultural issues. The publication is brought out with the help of a state-of-the-art printing press by a team of highly qualified and experienced editors aided by several expert columnists, news bureaus and regular contributors across the globe

Urdu
28 pages

Weekly: International Urdu Weekly.

SIMCL (Sahara India Mass Communication Ltd.) has various print publications in its portfolio. Heavy on content, these publications have 25 exclusive columnists, 50 bureaus and 1000 representatives across the globe, and go a long way in shaping people's opinion about the present state of affairs in the country. The products in the SIMCL print stable comprise 47 editions in 3 languages which include Aalmi Sahara, a 28 page International Urdu Weekly. The weekly enjoys a wide readership especially in the states of Uttar Pradesh, Madhya Kashmir, Pradesh, Bihar, Bengal, Andhra Pradesh, Jammu and Maharashtra,

Karnataka, Punjab and Haryana

Urdu.Daily: 9 Editions of Urdu Daily Newspaper. SIMCL (Sahara India Mass Communication Ltd.) has various print publications in its portfolio. Heavy on content, these publications have 25 exclusive columnists, 50 bureaus and 1000 representatives across the globe, and go a long way in shaping people's opinion about the present state of affairs in the country. The products in the SIMCL print stable comprise 47 editions in 3 languages which include the Urdu Daily Roznama.Rashtriya Sahara.

Hindi Daily: Rashtriya Sahara 6 Editions of Hindi Daily Newspaper. SIMCL (Sahara India Mass Communication Ltd.) has various print publications in its portfolio. Heavy on content, these publications have 25 exclusive columnists, 50 bureaus and 1000 representatives across the globe, and go a long way in shaping people's opinion about the present state of affairs in the country. The products in the SIMCL print stable include 47 editions in 3 languages. One of the publications is the Hindi Daily Rashtriya Sahara.

4. Consumer Products & Retail Chain: Sahara India offers a range of consumer products and is developing one of the largest retail chains in India under the brand name Sahara Unique. Its product range include: Fashion & Lifestyle Products, Fitness & Leisure Products, Clothing, Jewellery etc.

Range of Consumer Products and Developing the Largest Retail Chain in India (in phases) At present our product division offers a range of products of everyday use as well as objects of desire through a chain of showrooms called 'Unique' in various

locations of India. The number of these showrooms is proposed to be increased to 6000. The products offered come under three categories 1. Sahara Select - Fashion & Lifestyle Products 2. Sahara Care - Daily Need Products and 3. Sahara Sports - Fitness & Leisure Products 5. Manufacturing: Sahara India is into jute manufacturing and development of handicraft industry.

Araria Jute project Production of handloom, handicrafts & hand-knitted carpets to bring forth socio-economic development of the people of Araria. Sahara India Jute Project and R & D Centre - a multi-faceted development initiative by Sahara India Pariwar, is an ambitious project with a very deeprooted social foundation. At Araria, the birthplace of our Hon'ble Managing Worker & Chairman, Sahara India Pariwar, Shri Subrata Roy Sahara, the project addresses critical social & developmental issues specific to the region, as also the larger concerns of the jute industry in India, with an aim of providing it a proper identity in India & abroad.

Handicraft Promotion

Establishing International Trade center to help develop world-class quality products with world-class packaging and worldwide marketing of Silk and Banaras Silk Sarees, Carpets, Brass Wares, Glass Wares, Leather Goods, Chikan Clothes, Sports Goods, Itra, Terracota Items etc. - thus helping very effectively more than 10 lac. (1 million) of Artisan families. Sahara India Pariwar with 27 years of presence in India especially in the rural areas has taken up the mammoth task of bringing the best artisans to present to the world the wonders of Indian handicrafts and the excellent craftsmanship. A market place, UP Haat, solely dedicated to the artisans to showcase their products and craftsmanship is also being developed. This is an initiative to provide the artisans a common platform and expand the domestic handicraft market. The Haat will have many facilities including a mini amphitheater, stalls, food court and amusement zones for children.

5.

Services & Trading: Sahara has one of the largest V-SAT network called Sahara Net. It has an extensive 6000 strong branch network with 24-hour on-line

satellite connectivity. Sahara Care House offers a host of attractive services to the dependants of NRIs in India.

Sahara Next

Providing IT Services, Outsourcing, Web Media and Mobile Interactivity & Application Solution .Sahara Next is part of $ 10.87 Billion Group managing one of the Largest IT & Telecom Infrastructure in the country. Applied Innovation is the ability that Sahara Next uses to infuse newer ideas and newer ways of addressing objectives. The gamut of services offered by Sahara Next involves:

1. IT Services
2. Web Media 3. Business Process Outsourcing 4. Mobile Interactivity and Application solution Sahara Next is an ISO 9001:2000 certified organization

Sahara Care House Sahara Care House is to give you, esteemed NRI's, a "Single Window Service" to extend a caring hand for your dependants in India, through a bouquet of attractive services/ benefits. An.Emotional.Bonding Worldwide caring scheme in India for Indians based across the globe Sahara India Pariwar, as an emotionally integrated family has been consistently offering new and unique range of products/ services to its valued customers. Sahara Care House is an offering exclusively for Indians Residing Overseas ( IRO's), who have strengthened India economically and earned great respect for the country and for all Indians across the world. To show gratitude and respect, Sahara India Pariwar would like to offer a "Single Window Service" for extending a caring hand to their families and friends back home in India through a bouquet of attractive services/.benefits. The services of Sahara Care House are available through a 24x365 call centre committed to provide immediate support and assistance.

Sahara Global

India's largest integrated travel & Tourism services company Sahara Global is an integrated Tourism and Travel Management company that creates service excellence, trust, integrity, innovation and believes in building long term relationships. The front and back end service architecture is seamlessly integrated through cutting-edge technology and processes. Sahara Global has brought together a highly talented & dedicated team of professionals from the tourism industry to ensure you have a memorable experience and a long lasting relationship with us. The services include business travel, outbound travel, medical travel etc.

DIA'S LARGEST RESIDUARY NON-BANKING OMPANY IN THE PRIVATE SECTOR WITH THE GHEST YEARLY DEPOSIT LEVEL First RNBC to be granted a certificate of registration by the Reserve Bank of India. Over 4.25 crore (42.5 million) esteemed depositors 1508 Service Centers Succeeded in inculcating the savings habit amongst the common man-middle/lower middle/lower class of the society with even a minimum daily deposit of Re.1. Contributing to the national economy for the overall development of the country, through money invested in Government Securities, Banks & Institutions. Compliance of 'KYC' and Anti Money Laundering standards of RNBC's issued by the Reserve Bank of India. Sponsor of Sahara Mutual Fund. Co-promoter of Life Insurance business under the name and style of Sahara India Life Insurance Company Limited.

egistration by Reserve Bank of India

hara India Financial Corporation Limited is the first Residuary Nonnking Company of the country that has been granted Certificate of gistration by Reserve Bank of India in conformity with directions plicable on Residuary Non-Banking Financial Companies (RNBCs)

rong and Strict FundamentalsStringent Expense Control with the Cost of Fund including Interest Cost within 7% per annum. No Speculative Investment with total Investment in listed Equity shares is less than 1% of the Total Assets. High-Class Quality Investment, which restricts the net Non-

Customized Application softwares are being used to provide prompt,

error free & secure services to the Depositors. All Receipts & Payments are possible after a set of foolproof controls without any need for human reconciliation. Each & every payment, at all Service Centers is through a computer processed advice issued from Command Office. 1382 Service Centers have online connectivity through a network of VSAT's making communication fast & reliable.

ESIDUARY NON-BANKING COMPANIES (RESERVE BANK OF DIA) DIRECTIONS, 1987" WHICH ARE TOTALLY APPLICABLE N SIFO.

HE DIRECTION: To invest and keep invested 100% of deposit liabilities ong with interest accrued thereon in high quality securities as ecified/approve d by Reserve Bank Of India (including Government curities and/or Government Guaranteed Bonds and Fixed/Certificate Deposit of Scheduled Commercial Banks and/or Government nancial Institutions).

AFETY OF THE INVESTED SCRIPS: To keep scrips in safe custody th a nationalized bank. Not even a single paisa withdrawal from its vestments for its expenses or other use. Withdrawals can only be ssible for discharge of liabilities to the depositors.

ECURITY FOR DEPOSITORS: All these securities are to be valued at eir current market price and the realizable value of all these assets ould at any point of time be 100% or more of the aggregate deposit bilities along with interest accrued thereon. Thus there is a full cover r all the depositors.

UTHENTICATION: The above pattern of investment is authenticated a quarterly basis by the statutory auditors and the auditors' rtificate issued at the end of every March, June, September & ecember, is submitted to the Reserve Bank of India within a specified

me. Various other returns as per statutory requirements are also rnished regularly.

SWOT ANALYSIS
The overall evaluation of a company's strength, weakness, opportunities and threats is called SWOT analysis. While evaluating the overall performance of a company it is very necessary to analyze the strengths, weakness, opportunity and the threats of the company,

Opportunity Threat Strength Weakness

INTERNAL ANALYSIS
Internal company weakness. evaluate their its

ENVIRONMENT

environment includes Each internal and

analysis strength

of

a and to and By

business

needs

strengths weaknesses.

weaknesses, Each company needs to know strengths knowing the strength and weaknesses the

company can be able to know in which area it needs the improvement.

EXTERNAL ANALYSIS

ENVIRONMENT

External environment analysis includes the analysis of opportunities and threats. In general a company needs to monitor the macro environment forces (demographic, economic, social political, as technological, well as the legal, micro cultural)

environment

factor(customers,

competitors, distributors, suppliers) that affect its ability to earn profit . It is necessary to set up a marketing intelligence system to track trends and important developments. For each trend and development, management needs to identify the associated opportunities and threats. strength Below and we discuss about of the weaknesses Sahara

housing finance Corp. Ltd and opportunities and threats of housing Finance sector.

STRENGTHS
o

Lower Interest Rates: The Company offers lowest interest rates in this competitive environment. Interest rates of the company are lower to the extent of 0,75% from its nearest competitors HDFC, ICIC!. Human Resource Management: The Company enjoys advantage of working under the guidance of Shri S.P.Ghosh, retired Executive Director of National Housing Bank (NHB). It is backed by a team of experts having a decade of experience in the housing sector.

o Part of sahara inida group: Sahara India group is coming up with housing projects in 217 cities, valuing Rs. 183000 crores. Being a part of the same group, SHCL has the advantage of being preferred over other HFCs. It can also have tie-ups with the projects.

Weaknesses

Less Presence: the company has only 10-12 branches across the country which is considered less keeping in view the opportunities available in housing finance bsector.

High cost of fund: since the company is not allowed to accept deposits from the public hence it has to depend on financial institutions and banks

which makes the cost of fund higher as compared to its competitors. Clearly, the business does not have to correct all its weaknesses, nor should it gloat about all its strengths. The big question is whether the business should limit itself to those opportunities where it posses the required strengths or it should consider better opportunities where it might have to acquire or develop certain strengths. Sometimes a business does poorly not because its departments lack the required strengths and weaknesses, but because they do not work together as a tepm. Opportunities and Threats being the external environment analysis of a cpmpany, they remain same for each company. A marketing opportunity is an area of buyer need or potential interest in which a company can perform profitability. All the companies have same opportunities and threats. Some of the major opportunities and threats faced by each of the companies are listed below.

OPPORTUNITIES:
The Housing Finance Sector is one the most happening sector of the country. It is growing at tremendous pace. This really means that a lot of investments can be there in the coming years and there is room for multiple players. The potential for housing in this country is huge by NHB estimates. The requirements by National Housing Board estimates are 'around 20 million, Housing, finance is a low risk business where institutional lending comes much easier. Since housing finance becomes a part of the 40 % Priority sector lending, it makes business sense for the banks and finance companies to undertake this activity. Besides a favorable tax and regulatory regime makes things much easier. Given that housing is a priority sector, a number of positive moves have already been made by the

government. The abolition of the Urban Land ceiling Act and the tax incentives indicate the importance that the government attaches to the growth of the realty sector. Further steps such asthe rationalization of stamp duties across states, and focus on securitization of mortgages, which has been the route for growth in other developed countries, will definitely provide a further boost to this sector. There is also talk of foreign direct investment coming in. This will add to the capabilities of the financial sector in meeting the requirements in the area of housing.

THREATS:

Rising Interest Rates: The interest rate in last one year has changed drastically and it is showing a rising trend.

There is a lot of competition in the Housing Sector. There are around 40 registered and 180 unregistered HFCs operating in the country which means a high level of competition among them.

The aggressive marketing strategy adopted by each Housing Finance Companies to grab the major chunk of the market share. There is a difficulty about assessing track record of small or medium builders since they keep changing their names and one can't push back enough to know the full picture. Even when financials are presented they are not professionally done and there is difficulty in looking at it as one would look at a regular corporate business house.

QUESTIONNAIRE Priyanshu Srivastava MBA This questionnaire has been devised to know the scope, possibility and practical aspects of Total Quality Management command office of Para banking division of Sahara India Parivar. This is confidential and for the purpose of study. So please provide with true input. Total Quality Management: Total Quality Management covers the entire organization, all the people and all functions, including external organizations and suppliers. Managements responsibility for setting the philosophy, quality policy etc, and providing motivation through

leadership and equipping people to achieve quality. Q1: Are you aware of the importance of quality management, which has an important role in the success of any organization? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q2: Does TQM help for improving the work efficiency of employees? a) Yes [ ] Cant say [ ( b) No [ ] ] (c)

Q3: Does TQM assists in alignment of companys goal as well as individuals goals? a) Yes [ ] Cant say [ ( b) No [ ] ] (c)

Q4: Are you aware of check sheet is an organized method of recording the no. of quality defects? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q5: Are you aware of cause and effect diagrams are used extensively in quality improvement programmes to identify quality issues and inspection point? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q6: Will you welcome a scientific and extensive TQM programmme? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q7: Do you initiate for conscious of quality and establish event of any type of programmes? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q8: Can Total Quality Management focus on the interaction of the external customer, supplier and society at large in the organization itself? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q9: Should the organization eliminate barriers between departments by managing improve communication and teamwork? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q10: Does Quality control as maintaining requisite standard in service. Do you think this as a key factor of the TQM? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q11: Is the regular and effective inspection help in measuring the quality of the service? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q12: Should quality certificatation (ISO 9000-14000) help improving morale of employees as well as positioning of the organization? a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Q13: Six Sigma focuses on improving quality and reduce waste by helping organization which services better,

faster and cheaper. It is most effective technique of the TQM. a) Yes [ ] Cant say [ (b) No [ ] ] (c)

Suggestion:________________________________ ____________________________________________ ____________________________________________ _____________________________________ Signature______

Questionnaire Analysis Sample No.:- 21 Sample Design:RANDOM

Q1: Are aware of the importance of quality management, which has an important role in the success of any organization? a) Yes b) No c) Cant say
YES NO 0% CAN'T SAY

100%

INTERPRITATION

100% employ are aware o the importance of quality management in Sahara India.

Q2: Does TQM help for improving the work efficiency of employees? a) Yes b) No c) Cant say

INTERPRITATION:

100% employees agree for that TQM help for improving the work efficiency of employees.

Q3: Does TQM assists in alignment of companys goal as well as individuals goals? a) Yes b) No c) Cant say

YES

NO

CAN'T SAY

5% 19%

0%

76%

INTERPRITATION:

76% person are agree but 19 % are not agree and 5% are not understand that TQM assists in alignment of companys goal as well as individuals goals

Q4: Are you aware of check sheet is an organized method of recording the no. of quality defects? a) Yes b) No c) Cant say
YES NO 0% CAN'T SAY

14%

10%

76%

INTERPRITATION: 76% person are know and aware the check sheet but 10%are not agree and 14% are not have any knowledge about the check sheet.

Q5: Are you aware of cause and effect diagrams are used extensively in quality improvement programmes to identify quality issues and inspection point? a) Yes b) No c) Cant say
YES 5% NO 0% CAN'T SAY

24%

71%

INTERPRITATION:

71% employ aware of the cause and effect diagrams but 24% are not aware and 5% employ dont know about cause and effect diagrams and its use.

Q6: Will you welcome a scientific and extensive TQM programmme? a) Yes b) No c) Cant say

INTERPRITATION: 100% employ will welcome a scientific and extensive TQM programmmes in his organization.

Q7: Do you initiate for conscious of quality and establish event of any type of programmes? a) Yes b) No c) Cant say

INTERPRITATION: 71% are initiate for conscious of quality but 24% are not conscious for quality and 5% are not understand that what actually conscious of quality.

Q8: Can Total Quality Management focus on the interaction of the external customer, supplier and society at large in the organization itself?

a) Yes b) No c) Cant say

INTERPRITATION: The Sahara India Pariwar 95% focus on the Total Quality Management its interaction of the external customer, supplier and society .but 5% employ are not agree.

Q9: Should the organization eliminate barriers between departments by managing improve communication and teamwork? a) Yes b) No c) Cant say

INTERPRITATION:

The organization eliminate 90% barriers between departments by managing improve communication and teamwork through TQM and 10% not sure.

Q10: Does Quality control as maintaining requisite standard in service. Do you think this as a key factor of the TQM? a) Yes b) No c) Cant say

INTERPRITATION: 90% employ of Sahara India they know about Quality control but 10% dont know about Quality control.

Q11: Is the regular and effective inspection help in measuring the quality of the service?

a) Yes b) No c) Cant say

INTERPRITATION: 95% quality of the service is regular and effective inspection but 5% is not do good work

Q12: Should quality certification (ISO 9000-14000) help improving morale of employees as well as positioning of the organization? a) Yes b) No c) Cant say
14% 0% YES NO CAN'T SAY

10%

76%

INTERPRITATION:

76% employ know and understand importance of ISO and 10% not sure but 14% are not say any thing iso.

Q13: Six Sigma focuses on improving quality and reduce waste by helping organization which services better, faster and cheaper. It is most effective technique of the TQM. a) Yes b) No c) Cant say

INTERPRITATION:

Six Sigma statistical process and 86% employees of Sahara India know .but 5% not understand and 9% cant say.

Analysis:

On analysing the data given by the employees of different departments of Sahara India Pariwar, following product/ services came out in front of us which were most quality critical and were regarded by the customer/user:

Questionnaire Analysis of HRD (Human Resources Development) Department:

Quality of output which may be Correspondence or ideas. Office orders. Types of correspondences sent to the external offices(2) Various benefit plans. Time to time competition for business development.

Questionnaire Analysis of V3 (Vyavsaya Vikas Vishleshan) Department:

Types of correspondences sent to the external offices(3) Monetary benefits & security.

Questionnaire Analysis of Sahara India Medical Institute Limited (SIMIL) Department:

Types of correspondences sent to the external offices. Hospital and health care services

Questionnaire Analysis of Sahara India life Insurance Company Limited (SILICL) Department:
Life insurance policies & servicing of the same. Satisfaction letter from customers Monetary benefits.

Questionnaire Analysis of HRD (Human Resource Development) Department:

 Adoption of System based data exploration. Time bound performance. Complete assignment with sincerity in a timeframe. Total Quality Management. Regular monitoring of work acquired to individual. Analysis and modification for improvement. Hard working, fast learning and quick-decision making skill. Cooperation with the senior and subordinates.

Questionnaire Analysis of V3 (Vyavsaya Vikas Vishleshan) Department:

Total justice. Maintenance of sense of discipline and commitment to the work assigned.

 Proper work distribution in order to obtain time bound quality performance. Providing solution to every problem on time. Hard work, knowledge updation and devotion.

Questionnaire Analysis of Sahara India Medical Institute Limited (SIMIL) Department:

Honesty, Punctuality & alertness with Constructive attitude with the feeling of togetherness. Organized routine work.

Questionnaire Analysis of Sahara India life Insurance Company Limited (SIMIL) Department:
Maximum Accuracy. Cross checking of work. Maintenance of the precedent set by the Honble Sahara shriji and optimum utilization of technology. Integration and honesty

Findings & Analysis

SAMPLE DESIGN: RANDOM It has found that most of the departments /divisions of my sample are following the techniques & tools of TQM but they are not actually aware of the technical term and scientific approaches of management.

More than half of the responses collected from the sample employees I found they are well aware about the terms, conditions and methodology used for the total quality management where as less tthan30% employees are partially aware of these terms, conditions and methodology used for TQM which may toughen the goal for achievement of optimum utilization of resources and getting productivity.

After the analysis, it has also become clear that 55% of employees are aware of

check-list and 45% of the employees are aware of cause and effect diagram. But no one knows about the Pareto chart and histogram which should be known to every employee for the betterment of the organization. Out of total sample, 80% of the employees feel that the most appropriate motto of the organization should be Quality. This shows that employees are very much concerned about Quality. This data also shows the reason of the success of the Sahara India Pariwar. Out of total samples, it has inferred that most of the employees are practicing quality up to 90% in their products and services which reflects the consciousness of the employees towards the Quality.

Last but not the least I would like to conclude as employees are actually following the quotes of Sahara Shri .

Recomm endations
Sahara India Pariwar is a very much knowned company with its moral philosophy i.e. collective materialism which states that priority is given to emotional aspect and with perfect blending of materialism with emotionalism, results in continuous collective growth for collective sharing and caring. As Sahara India Pariwar, always focused on continuous improvement, inspite of this also, being a member of this Pariwar, I would like to recommend some suggestions to Sahara India Pariwar so that it can gain heights of success according to its vision. After analysis, I felt that there should be time bound performance which can be improved by providing awareness about time management. Most of the employees are not aware of the methodologies of the total quality management. So I suggest to provide training and education to the employees for uses and outcomes of Total Quality management.

I would also like to recommend that there should not be any pendent work

(procrastination) left, because minimizes the overall performance.

it

There should be clarity of instructions so that expected results can be achieved promptly.

Organization should find out internal trainers to make aware the employees regarding new tools & techniques like six sigma, zero defects technique and error identification form technique so that they produce quality in their work more effectively. Feedback form and suggestions form should be given to the customers/users as well as to the employees as employees can also be user of the product or services. It will give all the suggestions required to improve the services or products.

 All departments should have a better communication mode for smooth and speedy functioning for the betterment of the organization. Proper delegation should be provided to the employees. Paperless and record less working should be encouraged so that employees dont feel burden to take care of records. Innovative ideas should be welcome in the organization wherever necessary.

CONCL USION
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 pra ctices. TQM encourages participation amongst shop floor workers and managers. There is no single theoretical formalization of total quality, but Deming, Juran and Ishikawa provide the

core assumptions, as a "...discipline and philosophy of management which institutionalizes planned and continuous... improvement ... and assumes that quality is the outcome of all activities that take place within an organization; that all functions and all employees have to participate in the improvement process; that organizations need both quality systems and a quality culture.".

We chase quality, Quantity chases us.

BIBLIOGRAPHY
Books:

 Human resource management by Mr. V.S.P. Rao Research methodology by C.R. Kothari

Personnel Management by Ashwatthapa Human resource management by Prof. Robbins

Production and operation management by Assif halif Websites

www.saharaindiapariwar.com www.thehindubusinessline.com www.businessworldindia.com www.domainb.com/management/hrd www.googlesearch.com www.mindtools.com www.wikipidia.com

CHAPTER -1

CHAPTER -2

CHAPTER -3

CHAPTER -4