Anubhav Summer Report (2)

ON

QUALITY CONTROL AND QUALITY MANAGEMENT

IN PARTIAL FULFILLMENT OF MASTER OF BUSINESS ADMINISTRATION 2009-10

SUBMITTED TO:

SUBMITTED BY:

MR.ANAND THAKUR

ANUBHAV SINGH

LECTURER IN MANAGEMENT

MBA 3RD SEM REG .ID .10810155

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Table OF CONTENTS  Cover Page  Table of Contents  Acknowledgement  Preface  Certificate  Introduction to the company  Mission  SWOT analysis  Objective  Contact details  Introduction regarding project topic quality control and management  Methodology  Limitations  Findings  Conclusion  Suggestions  Bibliography  Annexure

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Acknowledgements : I consider it to be my fortune and proud to thank Mr. B.N SHARMA (QUALITY MANAGER) & Mr. HARISH YADAV – (LAB ASSISTANT) North India for granting permission for taking up this project work at REMSON RAILLSION PRIVRTE LTD. The Internship program has been an excellent and rewarding experience for me. The Program really beneficial for me to enhance my Knowledge and confidence. This program did crucial role to understand the corporate world, business environment. I am highly thankful to Mr. ANAND THAKUR under whose guidance I have worked and learned about corporate world. This acknowledgement would not be completed unless I also thank those who directly or indirectly helped me throughout the successful completion of the project. At the last I would like to express my thanks to the entire staff of Rachna Electricls PRIVATE LTD for support me in every task of my internship Program and made my internship a truly memorable one.

(ANUBHAV SINGH)

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Preface:Practical training imbibes an integral part of management studies. One cannot merely upon the theoretical knowledge. It is to be coupled with practical for it to be a fruitful classroom lectures make the fundamental concept of management clear. They also facilitate the learning of practical things. However class lectures must be correlated with practical in the company has a significant role to play in the subject in business management. To develop management and administrative skill in future managers have to enhance their analytical skills, it is necessary that they combine their classroom learning with the knowledge of real business environment. After liberalization myself Indian economy scene I really a buzz with activity. Lots and lots of multinational companies are coming in with their technical expertise and proven management concepts. Industrial activity in Indian has become a thing to watch and I really wanted to be of it and it was essential for me being a management student. I consider myself lucky to get my summer training in REMSON PRIVATE LTD). I under went six weaks of training at REMSON PRIVATE LTD.) . It helped me to get a practical insight into the actual business environment and provided me an opportunity to make my management concept clearer. It is difficult to elaborate everything which learned during the training however, I have endeavored too many, comprehensive picture of details about working in the following pages. I have accumulated the desired information through personal observation, study of documents and discussions.

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EXECUTIVE SUMMARY

I worked as a part of Rachna Electricls PRIVATE LTD., during my summer internship program. This project was undertaken by me because today we see various heavy machines in front of us in the form of GEASER ,EMERSON RAD making machines and even other big machines , I always fantasized that how does these machines come into being, how does the heavy parts used in these machines are been moved from one place to another and it was an opportunity given by REMSON RALLSION to me to carry out a survey over the FORKLIFTS made by RELLSION and the condition of satisfaction which its clients derive from it. Rachna Electrical cis known for its reputation because many prestigious organizations have been awarding them the contract to identify the needs of customers to provide them required satisfaction and to take corrective actions to improve upon their business vis a vis their compet Rachna India has expert marketing research personnel who conduct surveys regularly and prepare the reqduired formats based on the needs of corporate clients as well as service provider. While working with RACHNA ELECTRICALS India & their team it was a unique experience at the planning stage all the participants were consulted, lot of deliberations took place & also due diligence took place while collecting data, designing input formats and questionnaire which can provide value based suggestion to the service provider to improve their overall efficiency & becoming market leader. I don’t know whether my suggestion will bring joy to them or will be deemed as scrap because. I am not aware of their internal matters. But if I will find that my suggestions have been considered I will feel I have achieved what I had planned to the required goal. Therefore I can confidently say that my executive summary is my personal experience of learning & expression .The researcher of RACHNA ELETRICALS India appreciated this.

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SUMMER TRAINING PROJECT SYNOPSIS AT A GLANCE

Project Title

: GEASER

Company

: RACHANA ELECTRICAL.

Project Undertaken By

: Mr. ANUBHAV SINGH

Project Guider

: Mr. B.N.SHARMA

Guider Designation

: QUALITY MANAGER

Duration Of the Project

: 1st July- 14th Aug 2009

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• HISTORY

OF Electronics industry

Electronics industry, the business of creating, designing, producing, and selling devices such as radios, televisions, stereos, computers, semiconductors, transistors, and integrated circuits (see electronics). As sales of electronic products in the United States grew from some $200 million in 1927 to over $266 billion in 1990, the electronics industry transformed factories, offices, and homes, emerging as a key economic sector that rivaled the chemical, steel, and auto industries in size. The industry traces its origins to the invention of the two-element electron tube (1904) by John Ambrose Flemming, and the three-element tube (1906) by Lee De Forest. These inventions led to the development of commercial radio in the 1920s, which boosted radio sales to $300 million by the end of the decade. In 1947, the electronics industry made another important advance when John Bardeen, Walter Brattain, and William Shockley invented the transistor. Smaller, lighter, and more durable than the vacuum tubes that had been used in radios, transistors touched off a period of progressive miniaturization of electronic devices. Integrated circuits, which were developed in the 1950s, allowed the integration of several circuits into one circuit, and the introduction of analog devices in the 1960s vastly increased the amount of information that could be stored on a single silicon chip. Other important sectors that have made great advances since the 1970s include laser and optical electronics, digital electronics, and microwave electronics. Advances in the field of electronics have also played a key role in the development of space technology and satellite communications; inaugurated a revolution in the computer industry that led to the introduction of the personal computer; resulted in the introduction of computer-guided robots in factories; produced systems for storing and transmitting data electronically; greatly expanded the market for popular music and culture; and, in the process, transformed life at home, the office, and the factory. Many of these innovations, such as the transistor, had their origins in military research, which needed increasingly complex electronic devices for modern high-tech warfare. In the 1960s, the U.S. consumer electronics industry went into decline as manufacturers were unable to compete with the quality and pricing of foreign products, especially the electronic goods produced by Japanese companies such as Sony and Hitachi. By the 1980s, however, U.S. manufacturers became the world leaders in semiconductor development and assembly. In the 1990s semiconductors were essential components of personal computers and most other electronic items (including cellular telephones, televisions, medical equipment, and “smart” appliances). While U.S. companies are still a major presence in the semiconductor industry (representing about 40% of world sales in 1998), the consumer items themselves are mostly made overseas. Worldwide electronic sales were nearly $700 billion in 1997.

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INTRODUCTION OF COMPANY

RACHAN A Electricals PVT. Ltd.

(Remson Appliances) An ISO 9001:2000 company This unit was established as Gemson Enterprises in the year 1976 with a view to manufacture heating element, table lamps & electric iron. Annual turnover was around 2lacs at that time.electric storage water heater were added in the product line in the year 1979 increasing the annual turnover to Rs.5lacs. The unit was renamed As Rachna Electricals Pvt. Ltd. in the year 1981 unit received its ISI certification for its products in the year 1983. In the year 1985 the unit achieved its target turnover of rs.50lacsper annum. The company has installed state of the art plant & machinery for quality products and checking of finished components. Most modern lab has been established for carrying out checking /testing of finished products as per ISI norms

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Since inception unit has been continuously progressing and upgrading the manufacturing the manufacturing & quality control facilities. The objective has been to produce quality product at competitive price. With continuous interaction from user/market new lightweight, aesthetic look A.B.S. geyser have been developed and introduced as ‘MAGIC’ series recently in the market which have been received well all over India. At present our products are sold in Delhi, H.P., M.P., Maharashtra, Tamilnadu, kerala, karnatka, Sikkim, Bhutan& J&K, with a current turnover of Rs. 2crore/annum Our future plan is to explore possibilities of exploring our products to S.A.A.R.C. countries. Introducing OTG in the product range and achieve a target turn over of Rs. 5 crore in next five years.

We at Remson and Rallison Group have eight units manufacturing a wide range of electrical appliances including mixies, grinders, electric irons, room heaters, and leaders in Copper Tank Electrical Water Heaters (geysers) & Gas water heaters.

We also manufacture ceiling fans at our unit at Bhadi in Himachal Pradesh. The fans have been designed to offer 11 per cent electricity saving when compared to competition.

We have a well-known name in the water heaters segment and have been given a ‘five-star rating’ by Voluntary Organisation in Interest of Consumer Education (VOICE) for being the most energy saving water heaters among ten leading brands.

We have a 50 years old experience in manufacturing of domestic and industrial heating elements made up of copper, water heaters, water heater safety devices, highly durable room heaters, hot iron, hot iron heating coils, and of all Rallison Wires & Cables. Rallison is a company that has made a mark for itself in a short period of over a decade. All due to its commitment to provide a wide variety of wires and cables from one source and that too a third party guarantee ISI mark. ANUBHAV SINGH MBA

Rallison is a dependable name for safe distribution of power that lights up your homes and your streets, power that runs your factories, keep communication channels open all though 24 hours.

Rallison has unfolded the new dimensions of progress and development by taking the initiatives to build a forte of intellectual prowess and zero-defect quality to shield the imperative expectations of the cable and wire industry. Rallison, as one of the leading manufacturers of wires and cables in North India has the largest dealer and distributor network all over the India, which enables its products to reach every nook and corner of the country. We cater to the diversified needs of our reverent customers, thus providing them with the comprehensive solutions of wires and cables such as PVC/PE insulated wires, LT-PVC/XLPE power control, instrumentation cables, Flexible and House wires. Rallison also manufactures the cables in accordance to the customer specifications. Rallison was awarded the ISO-9001 certificate in the year 2002. In addition to this, Rallison is the first Delhi based cable manufacturing company to attain an ISO-9002 certification. The foundation of Rallison was laid in 1985 as a small unit in Badli working hand-in-hand with Remson, which is a name to reckon with in the appliance industry and which has recently bagged a Gold Medal at IITF 2002 for its undisputed quality commitment. Our philosophy is to build a zero-defect product, which carries value satisfaction for our customers. Rallison strongly believes that learning and improving is a continuous process for the growth of any company. Keeping up pace with radical transformation of technology, time and again, Rallison has proved its urge for quality by getting Best Vendors Award from Philips India for consecutive three years. Rallison has spread its wings by exporting products to Philips India having branches in Singapore, Malaysia, and ANUBHAV SINGH MBA

Hong Kong and is emerging as a true contender for globalisation. Today competitiveness is the loudly uttered word in domestic and international markets. Rallison keeps a constant vigil on all the technological developments taking place in the cable industry and adopts them to keep up with the everchanging market trends. Rallison is adhering to the yardsticks of the latest technology, which matches the international standards of quality. Rallison boasts of its means of processing, state-of-the-art machinery and equipment imported from USA, UK and Germany. With the present setup at Mayapuri, New Delhi, well equipped with state-of-theart technology coupled with efficient, competent and result oriented professional team working round the clock, enables us to niche our way to success. Rallison has learnt "how to learn and hear the unheard voices" which enhances its capabilities to face the future challenges. Keeping this in mind, Rallison has added a 2 acres of land unit at Bhiwadi, Rajasthan which will be fully operational by July 2003. Rallison's objective as a corporate is to provide utmost satisfaction to its customers.It is only then that we can have a relationship with our customers, which will be fondly cherished by the generations to come. Commitment, Teamwork and Dedication to quality have led and are still leading Rallison to a future of growth and prosperity. We are committed to continuous improvements in all our operations to ensure the highest level of customer satisfaction. We maintain a highly skilled workforce devoted to meeting and exceeding customer needs. To meet the current worldwide demand for wires and cables, Rallison has undertaken several expansions of its production facility and quality measures. These expanded and improved facilities enable Rallison to significantly reduce quoted delivery time and remain a major player in the Indian and international markets.Commitment, Teamwork and Dedication to quality have led and are still leading Rallison to a future of growth and prosperity. We are committed to continuous improvements in all our operations to ensure the highest level of customer satisfaction. We maintain a highly skilled workforce devoted to meeting and exceeding customer needs. To meet the current worldwide demand for wires and cables, Rallison has undertaken several expansions of its production facility and quality measures. ANUBHAV SINGH MBA

These expanded and improved facilities enable Rallison to significantly reduce quoted delivery time and remain a major player in the Indian and international markets.

Remson and Rallison enters CFL segment The Rs 200-crore Remson and Rallison Electricals Limited has entered the cluttered compact fluorescent lamp (CFL) segment with a range of 25 lamps of varying wattage and designs. Addressing a press conference here, chairman S K Babbar said the CFLs were of the highest standard conforming to regulations of the Bureau of Indian Standards (BIS). Each CFL will last for 8,000 hours and come with an unconditional guarantee of one year. Babbar said the CFLs were being manufactured at the company?s new plant at the Narela Industrial Estate, Delhi. ?We have imported machines from Korea to produce high quality CFLs,” he disclosed. The range is priced between Rs 100 and Rs 190 and CFLs come in both retrofit and non-retrofit makes. He said that the common complaint of CFLs not emitting ‘adequate light’ or getting damaged easily had been solved. CFLs are supposed to have a longer rated life and use less electricity than incandescent light bulbs thereby saving enough money in energy costs to make up for their initial higher price within some 500 hours of use. Babbar said Remson and Rallison CFLs confirmed to this. The Remson and Rallison Group has eight units manufacturing a wide range of electrical appliances including mixies, grinders, electric irons, room heaters, and geysers. Remson is a well-known name in the geysers segment and was given a ‘five-star rating’ by Voluntary Organisation in Interest of Consumer Education (VOICE) for being the most energy-saving geyser among ten leading brands. VOICE had conducted the comparative testing of water heaters in Delhi, Mumbai, Bangalore and Kolkata. Remson geyers were the only one to get the five star rating. Remson has also launched gas-run geysers, which come with a digital display panel. These are priced at Rs 3,500 onwards. Babbar said Remson had diversified in the wire and cable segment and merged with ANUBHAV SINGH MBA

sister concern Rallison. It was also in the process of setting up a new plant at Bhiwadi in Rajasthan for increasing its wire and cable manufacturing capacity. “We have a small plant at Bhiwadi and now want to increase capacity through a modern plant,” he said. The group also manufactures ceiling fans at its unit at Bhadi in Himachal Pradesh. The fans, he said, had been designed to offer 11 per cent electricity saving when compared to competition. Babbar said the company was already exporting to Sri Lanka, Nepal, Singapore and South Africa and was planning to open an office at Dubai in the next few months. “We will then cater to the entire Gulf market from Dubai,” he said.

Remson and Rallison to go public in `07 Remson and Rallison Electricals Limited will go public in April 2007. The initial public offering is to fund the company’s expansion plans and its increased focus in the growing wire and cable segment. “We have a well-charted future plan for achieving a turnover of Rs 1,000 crore by 2010,” said chairman S K Babbar. Remson and Rallison Electricals is on the approved list of suppliers for a number of public sector and private companies such as National Thermal Power Corporation Limited (NTPC), Reliance, Tata, Bajaj, Philips, DLF,and BHEL.

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Our Mission

Applied research & business consulting offer a real world educational platform within which remson & our clients learn from each other . It is our mission at market probe to grow based on our client partnerships . We will continue to help our clients to achieve their business goals & protect their long term assets : their customers , their employees & their brands .

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SWOT ANALYSIS

• STREGNTH •

The greatest strength of Remson and Rallison India is its strong brand image. Remson and Rallison India is one of the major player in the electronic industry.

•

Remson and Rallison India focuses on quality control,Customer satisfaction, value and loyalty practice.

• WEAKNESS •

The first weakness of Remson and Rallison India is its late entrance in the market.

•

No enough marketing

•

Inefficient supply chain due to a large number of intermediaries

•

High requirement of working capital

• OPPORTUNITY • The Mentire corporate sector is still not targeted as potential for marketing • There is less awareness and low level of the penetration about the Corporate Scheme. •

Rising income levels and changing consumption patterns

•

Favorable demographic profile and changing lifestyles

•

Integration of development in contemporary technologies such as electronics, material science, bio-technology etc. offer vast scope for rapid improvement and progress

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•

Opening of global markets

• THREATS •

Less awareness about the Market Research.

•

Brand loyalty of the customers

•

The old existing companies in the market.

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quality objectives •

To understand the customer’s needs and satisfy their expectation towards quality of product On time

•

-Improve the system and processes through internal quality audits at regular intervals

•

-Compliance to national/ international standards

•

-Consistent work practices through adherence to documented Quality system and development of energy efficient & Storage Water Heater.

: • To maintain a quality system that complies with ISO 9001 • To exceed industry performance standards • To employ vendors who share a commitment to quality • To ensure employees understand and support our quality system

The firm belief of the company in "Total Quality Assurance" in all its products and services is based on customer needs and expectations. Continuous, dedicated and innovative efforts are made by company's design/quality departments to assure the Quality expectations stated or implied.

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Contact details • • • • • • • • • • • •

Company Name: Remson Appliances Contact Person: Mr. Vishal Grover (Manager) Telephone: +(91)-(11)-28114089 Mobile: +(91)-9311107111 Fax: +(91)-(11)-28112644 Address: G- 1- 118, Mayapuri Industrial Area, Phase No. 2, Maya Puri Delhi, Delhi - 110 064 (INDIA) Website: http://www.rallison.com

FACT FILE Nature of Business Year of Establishment Number of Employees Turnover

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: : : :

Wholeseller 1985 101 to 500 People US$ 10-25 Million (or Rs. 40-100 Crore Approx.)

To meet our mission , we at market probe subscribe to a set of core values :  Maintain the integrity of the data.  Protect the confidentiality of all the client’s information  Aspire to the highest standards of intellectual honesty  Stay flexible to the new ideas Achieve the epitome of clients service and self improvement

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Quality Assurance At Rallison Plant, there is an inbuilt system adopted for quality assurance. It is consciously cultivated culture in the development and substance of which is involved a highly skilled and educated workforce guided by experienced and qualified engineers. Various steps and procedures are adopted to ensure consistent quality and to meet the general/specific requirements which leads to total customer satisfaction. We have complete in-house testing facilities for testing complete range of our production including testing facilities for FR/ FRLS/ FS properties.

Design of Product The concept of product is evolved and introduced at the design stage itself. Customer's requirement & specifications are studied by a well experienced & well qualified team of technocrats. Specifications are studied in detail & proper design is undertaken. The Company standards for design and raw materials have been set on the basis of Indian and Intenational Specifications.

Raw Material Material selection is done by qualified and experienced team of engineers on the basis of specifications and requirements. Quality of incoming material is checked by lot wise sampling as per standards & specifications and ISO Procedures. All the instruments/equipments used for testing are calibrated and well maintained. Material is released only after getting satisfactory results. Purchase department is given feedback on the quality of the incoming material. A written down procedure is followed for the acceptance of material.

Process Inspection Process inspection is carried out at each step & proper record is maintained. Tools used for process inspection are calibrated and well maintained. High standards of workmanship are laid down. This is achieved through regular inspection & checks at different stages of productions. The process checks are supervised by experienced technicians and monitored by the qualified engineers. Stage inspection is carried out between each process as per written down quality procedures. Only the product satisfying the design parameters and quality standards is released for the next process.

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Final Testing The final product is tested for compliance for the standards/ Customers' specifications. Routine tests/ Type tests and Special tests, if any are carried put in respect of each product. Routine tests are performed on 100% of the manufactured lengths to check the parameters, which are likely to vary during production. Type tests are performed on lot sampling basis as per the scheme of testing and inspection to ensure that each batch provided meets the requirement of the customer. Special tests, if any are conducted as per the requirements of the customer.

Introduction of topic ANUBHAV SINGH MBA

Concept of quality - historical background The concept of quality as we think of it now first emerged out of the Industrial Revolution. Previously goods had been made from start to finish by the same person or team of people, with handcrafting and tweaking the product to meet 'quality criteria'. Mass production brought huge teams of people together to work on specific stages of production where one person would not necessarily complete a product from start to finish. In the late 1800s pioneers such as Frederick Winslow Taylor and Henry Ford recognized the limitations of the methods being used in mass production at the time and the subsequent varying quality of output. Taylor established Quality Departments to oversee the quality of production and rectifying of errors, and Ford emphasized standardization of design and component standards to ensure a standard product was produced. Management of quality was the responsibility of the Quality department and was implemented by Inspection of product output to 'catch' defects. Application of statistical control came later as a result of World War production methods. Quality management systems are the outgrowth of work done by W. Edwards Deming, a statistician, after whom the Deming Prize for quality is named. Quality, as a profession and the managerial process associated with the quality function, was introduced during the second-half of the 20th century, and has evolved since then. Over this period, few other disciplines have seen as many changes as the quality profession. The quality profession grew from simple control, to engineering, to systems engineering. Quality control activities were predominant in the 1940s, 1950s, and 1960s. The 1970s were an era of quality engineering and the 1990s saw quality systems as an emerging field. Like medicine, accounting, and engineering, quality has achieved status as a recognized profession.

What is Quality Control? ANUBHAV SINGH MBA

Quality control is a process employed to ensure a certain level of quality in a product or service. It may include whatever actions a business deems necessary to provide for the control and verification of certain characteristics of a product or service. The basic goal of quality control is to ensure that the products, services, or processes provided meet specific requirements and are dependable, satisfactory, and fiscally sound. Essentially, quality control involves the examination of a product, service, or process for certain minimum levels of quality. The goal of a quality control team is to identify products or services that do not meet a company’s specified standards of quality. If a problem is identified, the job of a quality control team or professional may involve stopping production temporarily. Depending on the particular service or product, as well as the type of problem identified, production or implementation may not cease entirely.

Usually, it is not the job of a quality control team or professional to correct quality issues. Typically, other individuals are involved in the process of discovering the cause of quality issues and fixing them. ANUBHAV SINGH MBA

Once such problems are overcome, the product, service, or process continues production or implementation as usual. Quality control can cover not just products, services, and processes, but also people. Employees are an important part of any company. If a company has employees that don’t have adequate skills or training, have trouble understanding directions, or are misinformed, quality may be severely diminished. When quality control is considered in terms of human beings, it concerns correctable issues. However, it should not be confused with human resource issues. Often, quality control is confused with quality assurance. Though the two are very similar, there are some basic differences. Quality control is concerned with the product, while quality assurance is process–oriented. Even with such a clear-cut difference defined, identifying the differences between the two can be hard. Basically, quality control involves evaluating a product, activity, process, or service. By contrast, quality assurance is designed to make sure processes are sufficient to meet objectives. Simply put, quality assurance ensures a product or service is manufactured, implemented, created, or produced in the right way; while quality control evaluates whether or not the end result is satisfactory.

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Six Sigma Quality Control Systems It is not surprising to know that Six Sigma is now increasingly being used by industries such as Healthcare, Information Technology (IT) and Telecommunications. Integrating Six Sigma With Other Management Programs New tools and techniques have been developed over the years to keep pace with technological advancements, but the basic concepts and methodologies underlining such systems still remain the same. The only significant change can be seen in the way these systems are used nowadays. Earlier, these systems were used as standalone quality improvement techniques, but since quality has now become vital for a company's success, the trend is shifting towards the integration of such systems with the overall management framework. This basically implies that businesses now prefer organization-wide deployment of Six Sigma rather than using it for making improvements in standalone business processes. When 6 Sigma is integrated with all the functional departments such as sales, purchase, production, inventory, and others, it makes it easier for the business to increase efficiency, improve quality and reduce operational costs, things that are necessary for developing competencies and maximizing profits. Integrating Six Sigma within the management framework is not all that difficult because 6 Sigma has a lot in common with management programs that form the base of the management framework. Just like any other management program that aims to achieve a pre-determined goal within the stipulated time period, these systems share the same basic objectives. For example, it aims at achieving the highest possible quality over a specified period, which is usually 3 to 6 months depending on the complexity of the Six Sigma implementation project. The level of quality in an organization that does not have proper quality control systems is usually 3 sigma, 4 sigma, or 5 sigma. To take the organization to the highest possible quality level (i.e. Six Sigma), and that too within the specified time is thus the main objective of 6 Sigma quality control systems.

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Benefits Of Six Sigma Quality Control Systems These systems offer a wide range of both short term and long term benefits. The short-term benefits relate to the increased efficiency and the improved quality of products and services whereas the longterm benefits relate to the substantial increase in customer satisfaction levels, which in turn helps in developing customer loyalty, vital for the long-term success of any business enterprise. Other benefits relate to the substantial increase in employee motivation levels brought about by the drastic reduction in employee workload. All these benefits are quite important because ultimately they help the organization in achieving the desired business goals and objectives.

Historical overview Six Sigma was originally developed as a set of practices designed to improve manufacturing processes and eliminate defects, but its application was subsequently extended to other types of business processes as well.[2] In Six Sigma, a defect is defined as anything that could lead to customer dissatisfaction.[1] The particulars of the methodology were first formulated by Bill Smith at Motorola in 1986.[3] Six Sigma was heavily inspired by six preceding decades of quality improvement methodologies such as quality control, TQM, and Zero Defects,[4][5] based on the work of pioneers such as Shewhart, Deming, Juran, Ishikawa, Taguchi and others. Like its predecessors, Six Sigma asserts that – • • •

Continuous efforts to achieve stable and predictable process results (i.e. reduce process variation) are of vital importance to business success. Manufacturing and business processes have characteristics that can be measured, analyzed, improved and controlled. Achieving sustained quality improvement requires commitment from the entire organization, particularly from top-level management.

Features that set Six Sigma apart from previous quality improvement initiatives include – • • •

A clear focus on achieving measurable and quantifiable financial returns from any Six Sigma project.[1] An increased emphasis on strong and passionate management leadership and support.[1] A special infrastructure of "Champions," "Master Black Belts," "Black Belts," etc. to lead and implement the Six Sigma approach.[1]

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•

A clear commitment to making decisions on the basis of verifiable data, rather than assumptions and guesswork.[1]

The term "Six Sigma" is derived from a field of statistics known as process capability studies. Originally, it referred to the ability of manufacturing processes to produce a very high proportion of output within specification. Processes that operate with "six sigma quality" over the short term are assumed to produce long-term defect levels below 3.4 defects per million opportunities (DPMO).[6][7] Six Sigma's implicit goal is to improve all processes to that level of quality or better. Six Sigma is a registered service mark and trademark of Motorola, Inc.[8] Motorola has reported over US$17 billion in savings[9] from Six Sigma as of 2006. Other early adopters of Six Sigma who achieved well-publicized success include Honeywell (previously known as AlliedSignal) and General Electric, where the method was introduced by Jack Welch.[10] By the late 1990s, about two-thirds of the Fortune 500 organizations had begun Six Sigma initiatives with the aim of reducing costs and improving quality.[11] In recent years, Six Sigma has sometimes been combined with lean manufacturing to yield a methodology named Lean Six Sigma.

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DMAIC The five phases in the DMAIC project methodology are: • • • • •

Define high-level project goals and the current process. Measure key aspects of the current process and collect relevant data. Analyze the data to verify cause-and-effect relationships. Determine what the relationships are, and attempt to ensure that all factors have been considered. Improve or optimize the process based upon data analysis using techniques like Design of experiments. Control to ensure that any deviations from target are corrected before they result in defects. Set up pilot runs to establish process capability, move on to production, set up control mechanisms and continuously monitor the process.

DMADV The five phases in the DMADV project methodology are:

• • • • •

Define design goals that are consistent with customer demands and the enterprise strategy. Measure and identify CTQs (characteristics that are Critical To Quality), product capabilities, production process capability, and risks. Analyze to develop and design alternatives, create a high-level design and evaluate design capability to select the best design. Design details, optimize the design, and plan for design verification. This phase may require simulations. Verify the design, set up pilot runs, implement the production process and hand it over to the process owners.

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Why quality management? • • • • • • • •

The implementation of quality management and the Guidelines are designed to encourage and assist: • the management of projects and contracts by all customers and service providers to consistently achieve the required outcomes; • a better customer service approach by service providers; • continual improvement in the delivery of project and contract outcomes; and • a consistent approach by agencies in specifying, and service providers in providing/implementing, Quality Management Systems, Quality Management Plans (including design plans), and Inspection and Test Plans, and in monitoring their implementation.

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Quality Management System A Quality Management System provides a structure, including documentation and processes, which enables the delivery of products and services to be controlled and managed to consistently meet the specified requirements. The extent and detail of the documentation and processes included in a service provider’s Quality Management System would be determined to suit the products, services, practices and characteristics of the service provider, its customers’ requirements, and the needs of its personnel and its own service providers. Establishing and implementing a Quality Management System involves: • Identifying the areas and assessing the associated level (likelihood and impact) of risk of products and services not conforming with the specified requirements; • developing processes, generally documented as plans and procedures, to manage the risks; • identifying and providing resources and allocating responsibilities to suit the plans and procedures; • implementing the plans and procedures; • monitoring, auditing and improving the implementation of plans and procedures; and • regularly reviewing and improving the Quality Management System. A Quality Management System may be integrated with other management systems (such as those for environmental and occupational health & safety management) or it may be separately documented. For some contracts an agency may require the service provider to use nominated quality management documentation developed by the agency or others. .

Quality Management Plans A Quality Management Plan is a project or contract specific plan developed by the service provider by applying an appropriate quality management system to plan and carry out the work involved, to ensure conformity with the requirements for the project/contract and to manage the quality risks. The Quality ANUBHAV SINGH MBA

Management Plan is used and updated regularly during the life of the project or contract. A Quality Management Plan would include clearly defined: • project or contract objectives; • resources to be used, including management structure/personnel and their training for the work; • personnel responsibilities and authorities; • process controls to be used to deal with the work and risks involved, including quality procedures, and ITPs and associated checklists, with methods for measurement/analysis; • methods to be used to monitor and audit implementation; • methods to be used to identify nonconformities, and implement corrective and preventive actions;

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What Is Six Sigma and the 1.5 shift?

The Original Concepts And Theories To quote a Motorola hand out from about 1987 ... 'The performance of a product is determined by how much margin exists between the design requirement of its characteristics (and those of its parts/steps), and the actual value of those characteristics. These characteristics are produced by processes in the factory, and at the suppliers. Each process attempts to reproduce its characteristics identically from unit to unit, but within each process some variation occurs. For more processes, such as those which use real time feedback to control outcome, the variation is quite small, and for others it may be quite large. A variation of the process is measured in Std. Dev, (Sigma) from the Mean. The normal variation, defined as process width, is +/-3 Sigma about the mean. ANUBHAV SINGH MBA

Approximately 2700 parts per million parts/steps will fall outside the normal variation of +/- 3 Sigma. (see chart #2) This, by itself, does not appear disconcerting. However, when we build a product containing 1200 parts/steps, we can expect 3.24 defects per unit (1200 x .0027), on average. This would result in a rolled yield of less than 4%, which means fewer than 4 units out of every 100 would go through the entire manufacturing process without a defect. (see chart #3)Thus, we can see that for a product to be built virtually defect-free, it must be designed to accept characteristics which are significantly more than +/- 3 sigma away from the mean. It can be shown that a design which can accept TWICE THE NORMAL VARIATION of the process, or +/- 6 sigma, can be expected to have no more than 3.4 parts per million defective for each characteristic, even if the process mean were to shift by as much as +/- 1.5 sigma (see chart #2) In the same case of a product containing 1200 parts/steps, we would now expect only only 0.0041 defects per unit (1200 x 0.0000034). This would mean that 996 units out of 1000 would go through the entire manufacturing process without a defect. To quantify this, Capability Index (Cp) is used; where:

Design Specification Width Capability Index Cp = Process Width A design specification width of +/- 6 Sigma and a process width of +/- 3 Sigma yields a Cp of 12/6 = 2. However, as shown in (see chart #4), the process mean can shift. When the process mean is shifted with respect to design mean, the Capability Index is adjusted with a factor k, and becomes Cpk. Cpk = Cp(1k), where:

Process Shift k Factor = Design Specification Width

The k factor for a +/- 6 Sigma design with a 1.5 Sigma process shift ... 1.5/(12/2) or 1.5/6 = 0.25 and the

Cpk = 2(1- 0.25)=1.5

ANUBHAV SINGH MBA

Some Basic Testing Concepts Tests are Tools A test is simply a tool that is used to measure something. To narrow that definition a little – after all, we do measure stuff all the time without having any interest in testing it – a test is usually formal, in the sense that is it created and applied with a purpose and intentionally. I may measure a television set because I have an idle curiosity about its size, but if I'm in the market for a new television, and I have a specific space to put the set, then I'm measuring that TV for a very definite reason…and I'm therefore testing that television for its ability to meet my space restrictions. The "something" that a test is measuring can often be summarized with a question: • •

• •

What are the subject's characteristics or properties? This kind of measurement looks at the test subject itself. Does the test subject pass or fail the test? This kind of measurement compares the subject, or the subjects performance or behavior, against a concrete definition of what success means. The test evaluates the subject based on that definition; if that requirement is met, the subject passes the test. How does the subject respond to the test? This kind of measurement evaluates some arena of performance or behavior, and is usually intended to improve understanding of the test subject. How do multiple test subjects compare in characteristics, performance or behavior? This kind of measurement creates a matrix of compared elements, allowing comparisons across various axes and data points.

A test requires more than just asking one of these questions, however. Tests must be planned and thought out a head of time; you have to decide such things as what exactly you are testing and testing for, the way the test is going to be run and applied, what steps are required, etc. A test is usually based on some kind of understanding of what a good result would be, or a specific definition of what "good" means. Using the example above, say I find a television that will fit, so I based on the fact that it passed my measurement test. I get home and set it up and then realize – oops, it doesn't come with a remote control – that I hadn't specified all of my requirements, and as a result hadn't tested for the all of the correct things that I needed. A misunderstood or inadequately planned test can waste time and provide bad information, because the interpretation of the test results will be flawed and misleading. Oops again, I brought a metric tape measure, and I don't know how to convert. Darn, was I supposed to measure with or without the antenna? Did my wife tell me to look for a projection TV, or a Web TV? Before running any test, you should be able to answer the following rough questions:

•

What are you testing? Define the test subject, whether it is a thing, a process, a behavior, a threshold, etc. Define the scope of the test subject. For example, if you are testing a web site's

ANUBHAV SINGH MBA

•

• • •

links, will you test every link, or only links to static pages, or only links to other pages as opposed to internal links, etc? From what point-of-view are you testing? If your test is supposed to mimic the interaction of a specific agent or user, then you must have a strong understanding of that agent or user. [Read more about understanding users.]

What are you testing for? Be as specific as possible. If you are going to test one aspect of the test subject, make that limitation clear. How are you going to test? Define the test plan, the specific test(s), test methodologies, etc. What are the limits to the test? Set expectations carefully, because if the test can only measure a part of the test subject or its behavior, the results must be interpreted with this limitation in mind.

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Testing, Quality Control and Quality Assurance

Testing is often confused with the processes of quality control and quality assurance. Testing is the process of creating, implementing and evaluating tests. If you are shopping for a new television, you can call that process "testing for the best TV for you"... it's kind of pretentious, but that is what you're doing as you compare prices and features to find what will work best for you. Testing usually has a limited scope and duration – you're just looking at TVs, and only in your town, you're not going to spend a year shopping, are you? Testing is predicated on the use of a standard of quality: you have a specification of what's allowable (no broken links? ALT tags have values? maximum page weight is 10K?) and you compare the site to the standard, noting deviations and shortcomings. This seems simple, but your testing is only valuable if your standard of quality is comprehensive, well thought-out, and reasonable. If your standard has holes, then your testing process has blind spots. Quality control is a refinement of testing, involving the formal and systematic use of testing and a precise definition of what quality means for the purposes of the test. You aren't just testing, you are testing and then doing something with the results. Quality control is used for testing a product or output of a process, with the test measuring the subject's ability to meet a certain benchmark or threshold of quality. The tests usually take the form of "does this product meet requirement X?", and are often passfail. Effective quality control testing requires some basic goals and understanding: You must understand what you are testing; if you're testing a specific functionality, you must know how it's supposed to work, how the protocols behave, etc. • You should have a definition of what success and failure are. In other words, is close enough good enough? • You should have a good idea of a methodology for the test, the more formal a plan the better; you should design testcases. • You must understand the limits inherent in the tests themselves. • You must have a consistent schedule for testing; performing a specific set of tests at appropriate points in the process is more important than running the tests at a specific time. ANUBHAV SINGH MBA •

Any true attempt at quality control requires a great deal of planning before any tests are ever applied, and extensive documentation of quality standards, test plans, test scenarios, test cases, test results -- anything that goes into the testing must be carefully tracked and written down. In fact, for companies that manufacture products, as well as for software companies, a series of formal accreditation programs exist to measure and certify the company's adherence to some very strict standards, for example the ISO 9000 series of rules. No such certification systems exist for web sites, perhaps because sites are more experiences and resources than products to buy. The distinctions between testing and quality control are important for an understanding of the roles and purposes of testing, but they are especially important to anyone involved in testing or creating large a web site. Based on my own experiences, I strongly recommend that testing for site quality be a priority for anyone who • • •

works as part of a team that is building and/or maintaining a big web site, and whose responsibility is for testing, quality control, or quality assurance delivers a site to a customer receives site code from a contractor, agency, or technology partner

Testing -- and by extension quality control -- is reactive; that is, you test to find deviations from a standard. If you systematically employ a formal battery of tests on a consistent schedule, you will be able to pass a product with fairly stable quality. The shortcoming here is that this kind of testing does nothing to improve the quality of output; as far as user-experience is concerned, you're just running in place. Testing and quality control do nothing to raise the level of quality beyond perhaps tweaking the standard to "raise the bar". Quality assurance goes beyond quality control to examine the processes that create and shape the product: quality assurance looks at the quality of output, as well as at the quality of the inputs

QUALITY POLICY ANUBHAV SINGH MBA

We are committed to provide our customers high quality products at competitive cost and to maintain leadership in quality through continuous improvement in ANUBHAV SINGH MBA

system, products and prompt after sales service . SPECIFICATION- 1

SECTION

MATERIAL

GEYSER Clamps Assembly plates Rubber Gasket Brass screw for assembly plate M.S. bolt M.S. washer Brass Nut (EARTHING) 10mm Brass Thimble (small/big) Rivet (for CRC body) Name plate for A.B.S. Geyser Name plate for CRC Geyser Element Name plate for ANUBHAV SINGH MBA

SPECIFICATION

As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board

REMARKS

pressed 9hole

immersion Katori tikona Katori sp. Hot Katori oval

As per sample on the sample board As per sample on the sample board As per sample on the sample board

SECTION

MATERIAL

Element

Katori Cup Type Katori cup type Brass Top 1¼” Brass Top 1½” Brass Top 2” Brass Top2½” M.S. Top 2½” Screw for immersion Cup type washer M –patti Fiber Patti

As Per Sample On The Sample Board

FUSE NUT

1. 2. 3. 4.

GEYSER

ANUBHAV SINGH MBA

SPECIFICATION

2/3 hole 2/3 hole 2hole

REMARKS

2 hole Big

As per sample on the sample board

2/3 hole

As per sample on the sample board

2/3/4/5 hole

As per sample on the sample board

2/3/4/5/6hole

As per sample on the sample board

6/7 hole

As per sample on the sample board As per sample on the sample board

6/7 hole 7 hole

As per sample on the sample board As per sample on the sample board As per sample on the sample board As per sample on the sample board I.D. = 11.5mm+0.1mm O.D. = 17.8mm+ 0.2mm Material = Brass Melting Point = 90 º C +2 º C

For 15Ltr to 50Ltr C.R.C. & For 15Ltr, 25Ltr

A.B.S.

-------DO-----

-------DO-----

1. 2. 3. 4. 1. 2. 3. 4.

I.D. = 8.3mm+0.1mm O.D. = 13.7+0.2mm Material = Brass Melting Point = 90 ºC +2 º C I.D. = 11.7 +0.1mm O.D. = 17.0 +0.2mm Material = Brass Melting = 98 ºC +2 º C

For 6Ltr, 10Ltr C.R.C. & A.B.S.

For Horizontal Geyser

QUALITY MANAGEMENT SYSTEM Quality management system in line with ISO 9002:1994 is implemented in Rachna Electricals Pvt Ltd. This Quality Assurance Manual describes the manner in which requirements of ISO 9002:1994 are fulfilled by the documented Quality system. The Quality Assurance Manual may be used as a reference document by: i) Rachna Electricals Pvt Ltd personnel to implement Quality system in the

organization.

ii) Customers to have confidence in capabilities of Rachna Electricals Pvt Ltd to meet Quality requirements on continuous basis. iii) Internal as well as external auditor for Quality system audits .

A STRUCTURE AND ADMINISTRATION OF THE MANUAL This Quality Assurance Manual is structured under various chapters as shown in Table of Contents addressing ISO 9002:1994 clauses(Under Chapter No.4.1 to 4.20) as applicable to Rachna Electricals Pvt. Ltd. Each makes a reference to the supporting Procedure(s). A list of Procedures are annexed at Annexure D.

B APPROVAL OF THE MANUAL Quality Assurance Manual is approved by Managing Director (Rachna Electricals Pvt Ltd ) New Delhi C ISSUE AND CHANGE CONTROL

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The above control is exercised by Management Representative after the approval by Managing Director. D CONTROLLED & UNCONTROLLED COPIES All controlled copies bear a stamp 'CONTROLLED' in blue ink on each page of manual. Uncontrolled copies of manual may be issued with the permission of M.D. for purposes such as advertisement/ publicity. Master copy shall bear the stamp of “MASTER COPY” on reverse of each page.

E- AMENDMENT/REVISION AND RE-ISSUE Amendments to relevant pages of individual Chapters of the manual are issued by the re-issue of individual chapter page with a changed Revision No. Revision No. of each chapter page consists of a Number X, which indicates the revision status of the chapter page. The manual is considered for re-issue when sufficient number of amendments have taken place in it. Whenever it is re-issued, the issue number of the whole manual is incremented by one. The amendment sheet shall indicate the total no. of changes made in the manual. The request for Changes in the Quality Manual are made to the MR. MR shall review and will make changes if felt appropriate. The revised page/document is approved by MD and is issued. The updated amendment is issued to all Controlled copy holders for reference. One copy of obsolete pages of Quality Manual is retained with MR duly stamped OBSOLETE on each page.

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MASTER LIST OF DOCUMENTS S.NO.

SECTION NO./ DOCUMENT NO.

TITLE

PAGE NO.

ISSUE NO./ PAGE REVN No.

DATE OF ISSUE / DATE OF PUBLICATION

1.

M-REPL /All sections

Quality Manual

37

01/00

1 1.

BDC-P-01

st

2.

M-REPL /All sections

Quality Manual

1

02/01

jan,2001 29 may,2001 th

QUALITY PLANS 1.

INS-QP-01

2.

PR-QP-01

3.

PR-QP-01

4.

PR-QP-02

5.

PR-QP-03

6.

PR-QP-03

ANUBHAV SINGH MBA

Receipt Inspection Process For CRC Geyser Process For CRC Geyser Process For A.B.S. Geyser Process For Mineral Filled Sheathed Element Process For

REM ARKS

4

01/00

1st jan,2001

2

01/00

1st jan,2001

1

02/01

29th may,2001

2

02/01

29th may,2001

2

01/00

1st jan,2001

1

02/01

29th may,2001

7.

PR-QP-04

8.

PR-QP-04

Mineral Filled Sheathed Element Process For Immersion Heater Process For Immersion Heater

3

02/01

1st jan,2001

1

02/01

29th may,2001

PROCEDURES 2.

MGR-P-01

Management Review

2

01/00

1st jan,2001

Rachna Electricals Pvt Ltd, Delhi QUALITY SYSTEM

4.2.1 4.2.2 4.2.3

4.2.4

OBJECTIVE

To define the structure of documented Quality System established at Rachna Electricals Pvt. Ltd. to the requirements of ISO 9002:1994. SCOPE This section is applicable to entire Quality System in the organization. RESPONSIBI The overall responsibility for establishing Quality LITY system along with its documentation is of M.D. He carries out this responsibility with the assistance of Management Representative DESCRIPTIO The documented Quality System fully implemented at N Rachna Electricals Pvt. Ltd. consists of a Four tier structure listed as follows:a) Quality Assurance Manual b) Associated documents like,Procedures, Quality Plans c) Associated documents like Work Instructions, lists specification/ etc. d) Formats, Records and documents etc. including documents of external origin.

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4.2.4.1 .

4.2.4.2

a) i) ii)

iii)

b) (i) ANUBHAV SINGH MBA

a) Quality Assurance Manual outlines the manner in which the organization is geared to carry out its activities in line with ISO 9002:1994 and makes reference to the relevant procedure(s) b) Procedures describe the methodology for executing the activities related to Quality system. These include the procedures as required by the standard ISO 9002:1994 and other Procedures necessary for ensuring Quality. A list of Procedures is attached as Annexure ‘E’ c) Work Instructions i.e. Instructions meant for Individual Workstations have been documented on a need basis system. d) The fourth tier documents are supporting documents necessary for the operation of Procedures. Quality Planning Quality Planning covers all stages of product including planning before production, planning during production and post production planning. The Quality planning includes:Various process Quality Plans, Procedures for incoming/ in process/ finished product processing & inspection. Quality system procedures, Work instructions for processes, identification of resources required, provision of adequately trained personnel, identification of measurement equipment/ requirements etc Identification of Quality records to be maintained.

Quality planning is consistent with all other requirements of Quality system. It ensures:Compatibility of production processes, inspection &

(ii) (iii) (v) (iv) c)

d)

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test procedures and applicable documentation. Updating as necessary of Quality control inspection and test techniques, including the development of new instrumentation The identification of any measurement requirement not available so far to be acquired. Identification of suitable verification at appropriates stages. The classification of standards of acceptability at appropriate stages The above Quality planning has been done to meet the Quality requirements of the product. As and when a new product is taken up, the above Quality planning is reviewed and facilities are provided for its implementation, if required. The Quality System,Quality Plans, procedures and other documents lay down the way this Quality planning is implemented to realise the Quality Policy and Objectives.

Rachna Electricals Pvt Ltd, Delhi Document & Data Control

4.5.1

PURPOSE

4.5.2

SCOPE

4.5.3

RESPONSIBI LITY

4.5.4

DESCRIPTIO N i)

ANUBHAV SINGH MBA

To ensure a system to control all documents and data relating to Quality system in the organization. Applicable to all documents of internal & external origin relating to Quality system in the organization. M.R. is responsible for ensuring compliance to the system. He is also responsible for maintaining master list of documents, master copies of all current and obsolete documents & issue of all documents. Procedure for Documents & Data control exist, which ensure that:All documents of internal origin as required shall be prepared in consultation with respective Deptt. Incharge & got reviewed and approved before its issue, by the designated authorities –as detailed in

the procedure. However this Q.M. is approved by MD ii) iii)

v)

vi) vii)

ANUBHAV SINGH MBA

A master list is maintained by M.R. to identify the documents and their current revision status .A similar list is maintained for external origin documents. Any change required in any document of internal origin is made with the approval of concerned Approving Authority. The nature of change is suitably communicated while issuing any changed document. All documents of external origin of use under Quality system are identified by M.R. and kept current by appropriate interaction with issuing authority. A system exists for issue of appropriate documents on need to know basis, to all locations where operations essential to the effective functioning of the Quality system are performed All invalid/obsolete documents are removed from all points of use. Copies of Obsolete documents are retained for legal/knowledge preservation purposes, suitably identified by M.R.

Rachna Electricals Pvt Ltd, Delhi

Quality Assurance Manual

PROCESS CONTROL

4.9.1 4.9.2 4.9.3

4.9.4

PURPOSE

To plan the production processes & ensure that they operate under controlled conditions. SCOPE Applicable to processes relating to production & despatch of Electrical Home Appliances by Rachna Electricals Pvt. Ltd. RESPONSIBI Concerned Incharge (production) is responsible for LITY ensuring compliance to the system for all stages of processing to despatch. Supervisor (maintenance) is responsible for ensuring compliance to the system of maintenance for all identified M/C/equipment. DESCRIPTIO The system for process control ensures that all N Production processes are identified & planned. The Processes are carried out under controlled conditions

ANUBHAV SINGH MBA

which include the following :Quality Plans. i) Documented Work Instructions defining the manner of ii) Production, equipment to be used, are made available at appropriate location. Use of appropriate resources including plant, iii) machinery and trained personnel with appropriate working environment. Compliance to the documented Work Instructions, iv) Procedures and other specified requirements is ensured. v) Suitable maintenance of equipment’s to ensure continuing process capability. Good housekeeping practices for ensuring conducive work atmosphere. vi) The criteria of workmanship which is stipulated in the or documented work instructions. vii) viii)

Processes are carried out by experienced operators under constant monitoring, with specified control parameters, where applicable

Following processes have been identified as special processes: ANUBHAV SINGH MBA

a) Gas & Spot Welding b) Annealing c) Phosphating d) Paint Baking These processes are operated by an experienced operators/works qualified for the process by virtue of having atleast one year's experience on respective m/c operation. These processes are pre-qualified with identified controlled parameters. Rachna Electricals Pvt Quality Ltd, Delhi

Assurance

Manual

INSPECTION & TESTING

4.10.1 PURPOSE 4.10.2 SCOPE

To ensure that required Inspection & Testing of product is carried out at all stages ensuring that the end product conforms to specified requirements Applicable to product at receipt, inprocess and final inspection stages

4.10.3 RESPONSIBI LITY Incharge (LAB) for all incoming materials & inprocess i) and final products with the help of lab engineer.

4.10.4 DESCRIPTIO The procedures for inspection & testing ensure that:ANUBHAV SINGH MBA

N i)

ii)

iii) iv)

v)

vi) vii) viii)

ANUBHAV SINGH MBA

All incoming critical materials are inspected /tested as per different criteria. Due consideration has been given to the control exercised at vendor's end for deciding the amount & nature of inspection, in the Quality plans for receipt inspection.

Under normal situation, incoming product is not used or processed until it has been inspected as per quality plan for receipt and inspection report indicating conformity is available . No product is released for urgent production/booking without completion of verification Inspection/Testing at incoming stage. Inprocess product is tested/inspected as per the Procedure & as per quality plans. Product is held back at each stage till the required inspection is completed at that stage and results have been authorized. Where required by quality plan, recording of inspection/results is done. Final Inspection is carried out as per inspection procedure to complete the evidence of product conformance to specified requirements for ISI mark products the inspection, testing & the recording is carried out as per the STI No material is released from final inspection stage to until desired testing at all stages is complete and verified as acceptable. No lot is dispatched until its Inspection as per the quality plan criteria has been satisfactorily completed & results have been authorized. Records are maintained to provide evidence that the product is inspected & tested and has Passed / Failed according to defined acceptance criteria.

QUALITY IMPROVEMENT SYSTEM

ANUBHAV SINGH MBA

ANUBHAV SINGH MBA

Rachna Electricals Pvt Ltd, Delhi

Quality

Assurance

Manual

CONTROL OF INSPECTION, MEASURING & TEST EQUIPMENT

4.11.1

4.11.2

4.11.3 4.11.4

PURPOSE

To ensure appropriate control on Inspection measuring & test equipment/process control equipment so that the measurement made is valid and accurate in the light of precision and accuracy of measurement required. SCOPE Applicable to all inspection measuring and test equipment’s required for inspection of product and process control equipment’s for monitoring the process. RESPONSIBI Lab Engineer LITY DESCRIPTIO The Procedure for Control of Inspection N Measuring & Test Equipment/along with a list of inspection, measuring and test equipment have been established which ensure the Following. Identification & availability of appropriate i) Inspection Measuring and Test Equipment in the light of measurements to be made and the accuracy required. Appropriate identification code of this Equipment’s ii) to ensure unique identity of the same. Calibration of Inspection Measuring and Test iii) Equipment /Process Control Equipment at laid down frequency (against certified equipment

ANUBHAV SINGH MBA

iv)

v)

having known valid relationship with national standards). Calibration certificate records are maintained along with calibration status on the equipment or on boxes for small instrument gauges. It is ensured that no Inspection Measuring and test equipment/process control equipment, which is outside its calibration period, is in use. If during the validity period of calibration, any equipment is found to have gone out of calibration, the validity of previous Inspection & Test results /measurements is assessed and recorded and suitable action is taken. Inspection Measuring and Test Equipment/Process control equipment are identified and it is ensured that no damage/mishandling/readjustment of any Instrument/equipment is done.

CONTROL OF INSPECTION, MEASURING & TEST EQUIPMENT vi)

ANUBHAV SINGH MBA

Any specified environmental conditions, if necessary, for usage/calibration of this equipment’s are identified and provided. Presently no such condition is required. No in house calibration is undertaken appropriate preservation and storage of Equipments is ensured so that validity of measurements is maintained.

QUALITY CONTROL SYSTEM TESTING

ANUBHAV SINGH MBA

Rachna Electricals Pvt Ltd, Delhi

4.12.1

PURPOSE

4.12.2

SCOPE

4.12.3

RESPONSIBI LITY a)

4.12.4

DESCRIPTIO N i)

ii)

ANUBHAV SINGH MBA

Document No: M-REPL INSPECTION & TEST STATUS

To establish and maintain a system for identification of inspected, under inspection & uninspected products/ components to avoid inadvertent use of non-conforming products. Applicable to products at all stages from receipt of raw material to despatch of finished product. Incharge (LAB) is responsible for maintaining inspection & test status of products/components at all stages from receipt to despatch. The procedure for inspection & test status of products/components ensures that:The product/components are identified for their inspection & test status through a suitable placard of “UNDER INSPECTION” or “REJECTED” or “INSPECTED AND OK” or “FOR REWORKING” A standard format of a placard is used during storage & upto despatch stages to indicate inspection & test status of product/components at various stages.

Rachna Electricals Pvt Ltd, Delhi

Quality

Assurance

Manual

CONTROL OF QUALITY RECORDS

4.16.1

PURPOSE

4.16.2

SCOPE

4.16.3

RESPONSIBI LITY

4.16.4

DESCRIPTIO N

ANUBHAV SINGH MBA

To ensure a system to control & maintain all Quality records demonstrating conformance to specified requirements & effective operation of Quality system. Applicable to all Quality records generated as identified under various Procedures. Various records shall be controlled & maintained by personnel as given in record matrix, which shall be maintained by M.R. Relevant details regarding various records to demonstrate conformance to specified requirements & effective operation of Quality system, as stipulated in various Procedures/Work Instructions/Quality plans etc. are summarised in a `Record Matrix' maintained by M.R. giving information such as name of record, person responsible for control of record,

retention time of record. Procedure for Control of Quality Records has been established which ensures appropriate identification, collection, indexing, access, filing, storage, maintenance & disposal of Quality records. All Quality Records are legibly written and maintained in such a manner that they are easily retrievable. Minimum Retention times of all records have been fixed. If required contractually, Quality records are made available to customer or his representatives for their review.

ANUBHAV SINGH MBA

Rachna Electricals Pvt Ltd, Delhi

Quality Assurance Manual

INTERNAL QUALITY AUDIT

4.17.1

PURPOSE

4.17.2

SCOPE

4.17.3

RESPONSIBILI TY DESCRIPTION i)

4.17.4

(ii) ANUBHAV SINGH MBA

To operate a system of Internal Quality Audit of all activities covered under the Quality System of Rachna Electricals Pvt. Ltd. to ensure that they operate as documented in the Quality system and use the audit results as a means of improvements. Applicable to all activities covered under the quality system at Rachna Electricals Pvt. Ltd. M.R. is responsible to ensure implementation of this procedure. A Procedure for Internal Quality Audit is established and maintained which ensures that Internal Quality Audits of all activities covered under the Quality system of Rachna Electricals Pvt. Ltd. are carried out in a planned manner at least twice in a year in accordance with the status/importance of activities. Audits are carried out by trained internal Quality auditors, independent of activity being audited. The objective of Audits is to verify that various Quality related activities are carried out as planned & documented in Documented Quality system of the company and are capable of fulfilling the Quality Policy and Objectives of the company. Discrepancies observed in these audits are documented as non-conformities which are formally conveyed to the auditee to enable him to take timely corrective actions which are verified to ensure their effectiveness.

M.R. coordinates the activities and maintains the records of Internal Quality Audit. Results of these audits are compiled to be included in the agenda for Management Review committee meeting. (iii)

RACHNA ELECTRICALS (P) LTD. C-119, Mayapuri Industrial. Area, Phase-II, New Delhi-110064

QUALITY SYSTEM FORMAT GATE PASS

DOC. No. : STR-F-01 ISSUE : 01 PAGE REVN NO: 00 PAGE : 1OF 3 DATE:8thAPRIL,2002

S.No. DATE : _________________

S.No.

ANUBHAV SINGH MBA

VENDOR :

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Rachna Electricals Pvt Ltd. C-119, Mayapuri Industrial

QUALITY SYSTEM PROCEDURE

DOC No : IQA –L -01 ISSUE : 01 PAGE REVN NO : 01 PAGE : 1 OF 1 DATE : 1ST April , 2005

List of Internal Quality Auditor

Area, Phase-II, New Delhi-110064

S.NO.

NAME OF AUDITOR

DESIGNATION

1

Shri N. C. VERMA

G.M.

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2

Shri B.N. SHARMA

LAB INCHARGE

LABORTORY

3

ELEMENT

4

PRODUCTION ENGINEER Shri DHEERAJ MEHTA Shri DHEERAJ KUMAR PRODUCTION ENGINEER

5

Shri SATVEER SINGH

MAINTENANCE

ANUBHAV SINGH MBA

MAINTENANCE SUPERVISOR

DEPARTMENT

GEYSER

NEED FOR THE PROJECT

In today’s market consumers are rulers. The past was sellers market. Companies use to make product and consumer buys it after sales service as provided on the description of the company. They want to provide better quality in less price . But now the face of the market has already been changed from sellers market, it becomes buyers market. To survive in this competitive market, company should take proper care of their customer and consumer needs and wants which gave them optimum level of satisfaction. So they are providing the better quality services to the customer. This role of marketing departments in an organization is to create demand according to the product. Once customer knows the product and purchase he always looks for more such as a good prominent quality and timely after sales service.

ANUBHAV SINGH MBA

Research Methodology and designResearch methodology is considered as the nerve of the project. Without a proper well-organized research plan, it is impossible to complete the project and reach to any conclusion. The project was based on the survey plan. The main objective of survey was to collect appropriate data, which work as a base for drawing conclusion an getting result. Therefore, research methodology is the way to systematically solve the research problem. Research design is the basic framework which provides guidelines for the rest of research process. It specifies the methods for data collection and data analysis .In this research project we have used the survey method of data collection, to be more specific questionnaire method.

Define the problem and its objectives :-

(1)

This includes an effective job in planning and designing a research project that will provide the needed information. It also includes the establishment of a general framework of major marketing elements such as the industry elements, competitive elements, marketing elements and company elements. (2)

Identify the problem :Identifying the problem involves getting acquainted with the company, its business, its products and market environment, advertising by means of library consultation and extensive interviewing of company’s officials.

(3)

Determining the specific Information needed :- In general the producer, the manufacturer, the wholesaler and the retailer try to find out four things namely :(1) (2) (3) (4)

What to sell When to sell Where to sell How to sell

(4) Determine the sources of information :(a)

Primary Data :-

Primary datas are those which are gathered specially for the project at hand, directly – e.g. through interviews. Primary data sources include company salesman, middleman, consumers, buyers, trade association’s executives & other businessman & even competitors. ANUBHAV SINGH MBA

(b)

Secondary Data :These are generally published sources, which have been collected originally for some other purpose. Source are internal company records, government publication, reports & publication, reports & journals, trade, professional and business associations publications & reports.

(4) Decide Research methods for collecting data :If it is found that the secondary data cannot be of much use, collection of primary data become necessary. Three widely used methods of gathering primary data are A) Survey B) Observation C) Experimentation A) Survey Method :In this method, information gathered directly from individual respondents, either through personal interviews or through mail questionnaires or telephone interviews. B) Observation Method :The research data are gathered through observing and recording their actions in a marketing situation. This technique is highly accurate. It is rather an expensive technique. C) Experimental Method :This method involves carrying out a small scale trial solution to a problem, while at the same time, attempting to control all factors relevant to the problem. The main assumption here is that the test conditions are essentially the same as those that will be encountered later when conclusions derived from the experiment are applied to a broader marketing area. D) The Panel Research :In this technique the same group of respondents is contacted for more then one occasion; and the information obtained to find out if there has been any in their taste demand or they want any special quality, color, size, packing in the product.

ANUBHAV SINGH MBA

(5)

Tabulate, Analysis and Interpret the Data :-

The report must give/contain the following information:a) The title of research b) The name of the organization for which it has been Conducted c) The objectives of research d) The methodology used e) Organization and the planning of the report f)A table of contents along with charts and diagrams used in the reports g) The main report containing the findings h) Conclusion arrived at end recommendations suggested i) Appendices (containing questionnaire / forms used sample design, instructions.) (6) Follow-up the study :- The researchers, in the last stage, should follow up this study to find if his recommendation are being implemented and if not, why

ANUBHAV SINGH MBA

LIMITATIONS  quality-control methods are effective for detecting systematic error caused by deterioration of reagents or instruments, but ineffective for detecting sporadic error, which is more likely to occur in low-volume testing environments.  Decentralized testing performed by individuals without formal laboratory training has a high potential for sporadic errors  New methods for validating test results, used each time a test result is produced, should replace current quality-control procedures.  As summer training is going under summer season so sometimes people are less interested in providing the information.  Sometimes the problem which I face is language problem for which I have to make them understand.  Non-cooperative approach and rude behavior of the respondents.

Conclusion ANUBHAV SINGH MBA

Quality control in the service industry has taken off in recent years, and many companies are considering it. How a manager handles his company's supply chain will help determine if its product will make a profit in the marketplace. Because there is a lack of knowledge and understanding to assist managers in the service sector, it is crucial that today's managers obtain a full appreciation for what Quality control is and how it can be implemented successfully. A better appreciation for the supply chain management process can be gained by understanding service industries. A crucial example is the health industry, which is expected to be one of the fastest growing industries in the future. Health care is attempting to implement a Quality control that delivers quality products at minimal cost. Some of the problems that have arisen have to do with the lack of an efficient program to deal primarily with health care facilities and just-in-time management. Benefits, limitations, and the implementation steps of Quality control help show where the new health care phenomena are headed. Quality control is not a passing fad but rather an evolution in the operations of services. We predict that services entering the Quality control gate will save millions of dollars that would otherwise be spent because of a dysfunctional supply chain. Since the Quality control concept is fairly new, it is vital that managers do not make a "leap of faith," so to speak, but research the process thoroughly. This should enable them to choose a supply chain that will be most beneficial in obtaining the main objective for any company, which is to make a profit.

Suggestions ANUBHAV SINGH MBA

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Service providers must allocate resources, including personnel with sufficient knowledge, skills and experience in quality management, and have corporate procedures for developing, implementing and maintaining their Quality Management System, Quality Management Plans, and Inspection and Test Plans, as applicable, and to monitor their effective implementation with contracts. Service providers that purchase or subcontract products and/or services would ensure each customer’s quality requirements are reflected in the applicable purchase or subcontract documents .

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Submitting applications for accreditation

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Applications for Quality Management System accreditation must include documents as corporate templates that meet requirements and demonstrate its consistent implementation, including documentation that demonstrates the applicant’s ability to provide the required quality management for applicable contracts.

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Project and contract activities

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Identifying requirements for tenders and contracts

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The requirements for a service provider's Quality Management System, Quality Management Plan, and Inspection and Test Plans will be as specified in the request for tender documents and contract documents.

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planning and conducting its reviews, audits, inspections, witnessing and surveillance of the implementation of the Quality Management System (where applicable), Quality Management Plan and/or Inspection and Test Plans.

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controlling nonconforming services/products and undertaking appropriate corrective and preventive actions.

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claiming for payment for the work with evidence of conformity with requirements

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establishing, and maintaining records of the above actions; and

references and bibliography – ANUBHAV SINGH MBA

I have taken all the data from the official sites of Rachna electrical and few information from the books, which are given below. www.remsonappliances.com www.qcsystem.com www.operationmanagment.com www.eletronicindustry.com www.indiamart.com http://www.rallison.com/php/home.php

• Reference to a book: KOTHRI, P. (2008), RESEARCH METHODOLOGY, STAPHEN .(2008), OPREATION MANGEMENT • Reference for an article: Dorothy, Kristen, (2009), “BUSINESS STANDARD

Annexure : 1. Training Calendar 2. Training Feedback Form 3. Training Attendance Sheet 4. Project topic Performa

ANUBHAV SINGH MBA

ANUBHAV SINGH MBA