University CADI AYYAD

École Nationale des Sciences Appliquées – Safi

Industrial engineering department

Process engineering and ceramic materiel

Internship report

Total quality management

Prepared For :

Mme.Atri Khadija

Submitted By:

Dhim Khadija

2019/2020
 Introduction

One of the most important aspects of having an internship is to get a picture of how people
really work with the fields that we study. An internship is all about – to get some practical
knowledge, to complete all of the theoretical comprehension that we have accumulated during
our years of studying. In my experience, an internship can give some very useful experiences
and work as a preparation for the future professional life.
I got a place for my internship at performance quality, one of the leading consulting companies
in Morocco.

I found that the company would be a very interesting place for an internship. I found it especially
appealing because my education is rather broad and I have no specified field of specialization. As
performance quality works within so many different areas of sustainability, I was sure that some
practical experience of how they work within diverse projects could give me a better idea of what
kind of tasks I would like to deal with in my future job. So I was very pleased to find out they
accepted my internship inquiry.

My internship was at the Quality management, where I spent three weeks. During my time at
performance quality I got the opportunity to try a lot of interesting tasks, and I learned many new
things.

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 Preface

One should always work in objective in his mind .To accomplish this objective efficient
management of materiel, time and financial resource is very important. Above coordination is
must determines the degree of success.

Awareness at each level of life is necessary for a human being keeping all this in view this
report on "Total quality management" is prepared by me ,The rounded encouraging support by
Mr.Anass Mezroui towards this report has created in me confidence regarding the approval of
the subject matter

The present report is well arranged in coherent manner .An attempt has been made to provide
the general public the necessary information about total quality. The main attention behind this
report is to compile the subject matter in such way that even a layman cloud get the knowledge.

So would like to see that this report is a result of an assignment, to improve and gain confidence.

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Summary

Introduction of total quality management .......................................................................................... 4

Aspects of total quality management ...................................................................................................... 5

Practical experience ................................................................................................................................ 6

Conceptualization ................................................................................................................................... 7

Principles of TQM ................................................................................................................................... 9

Operationalization of the concept ........................................................................................................ 10

Conclusion ............................................................................................................................................ 12

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 Introduction of total quality management

Total quality management is an approach to the art of the management that originated on
Japanese industry in the 1950’s and has become steadily more popular in the west since the early
1980’s.

Total quality is a description of the culture, attitude and organization of a company that aims to
provide, it’s customers with products and services that satisfy their needs .The culture requires
quality in all aspects of the company’s operations, with things being done right first time ,and
defects and waste eradicated from operations .

TQM is the way of managing for the future, and is far wider in its application than just assuring
product or service quality – it is a way of managing people and business process to ensure
complete customer satisfaction at every stage, internally and externally.TQM, combined with the
effective leadership, results in an organization doing the right things right, first time.

Many companies have difficulties in implementing TQM.Surveys by consulting firms have

Some useful messages from results of TQM implementations

 If you want to be a first-rate company ,don’t on the second-rate companies who can’t handle
TQM ,look at the world-class companies that have adopted it
 The most effective way to spend TQM introduction founds is buy training top management,
people involved in new product development, and involved with customers.
 It’s much easier to introduce EDM/PDM in a company with a TQM culture than in one without
TQM .People in companies that have implemented TQM are more likely to have the basic
understanding necessary for implementing EDM/PMD.For example they are more likely to view
EDM/PMD as an information and workflow management system supporting the entire product
life cycle then as a departmental solution for the management of CAD data

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 Aspects of total quality management

a) Customer-driven quality

b) Top management leadership and commitment

c) Continuous improvement

d) Fast response

e) Actions based on facts

f) Employee participation ,and

g) A TQM culture.

The core of TQM is the customer-supplier interfaces, both externally and internally, and in each

interface lie a number of processes. The core must be surrounded by commitment to quality,

communication of the quality message, and recognition of the need to change the culture of the

organization to create total quality. These are the foundations of TQM, and they are supported by

the key management functions of people, processes and system in the organization.

After the discussion of TQM in details now we will discuss about TQM in a particular
manufacturing plant .Here we will discuss that due to production which problems can be
decrease the quality of product .We will discuss that how we can be maintain the quality.
Every production procedure is differ than another. Every product is shifted from one to next
department where quality is the main thing to produce a product.
Now we will discuss about the particular product which is produced in manufacturing plant that
is Ice Cream, it is called also frozen desert.
Ice Cream is food product which demand much care about quality. In Ice Cream production
quality is the main thing every point of production depend upon quality. Without quality we
cannot spread our product in the market. Quality is the main cause to increase the business .Due
to ice cream production we need much consistency of quality. Quality increase the taste of ice
cream.

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 Practical experience

Now we will discuss every point where quality exist from bottom to top.
Purchasing of raw material: The quality of every product depend on the quality of raw
material.
So the raw material should be purchased from the good dealer and good distributor and should be
branded company.
In Ice Cream manufacturing raw material is very important thing .Raw material is the base of
test.The materiel is used for making Ice Cream is that
 Milk
 Milk powder
 Sugar
 GMS
 Stab
 Custard powder
 Cream
 Essence
 Stick
 Water
Types of machines
Machine is the main processor to produce the quality .Different type of machine are used to
produce ice cream.
There are four type of machines which are mainly used in this process that are:
1. Boiler
2. Homonizer
3. Chiller
4. Charner
Packing

Packing is the last stage which keep the maintain the quality. Every packing wrapper and brick
boxes should be made by better quality and better paper or card sheets. Every packing materiel
should be food grade. Which is approved by health department. The ice cream should be packed
properly in the wrapper and brick boxes. The both sides of every brick should be laminated.

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 Conceptualization

This is TQM Project report. Human resource is the most important factor for any organization
and success of any Organization is depending upon its resource. If human resource of
organization is not happy with the organization. It will adversely affect the organization.
The higher degree of commitment toward work will improve productivity and will decrease
rejection cause due to human factor.
So to make the people happy is the responsibility of the organization. So this study is helpful to
measure the level of commitment toward work and to know the factor of affecting the
commitment level.
Quality
1. Quality means fitness for use

2. Quality means productivity, competitive cost, and timely delivery, total customer

satisfaction.

3. Quality means conformance to specification and standard

4. Conformance to requirements

5. Quality is what the customer says

6. Quality means getting everyone to do what they have agreed to do and to do it

right the first time and every time.

Total quality

It means all the people of the organization are committed to product quality by doing right things
right, first time, every time by employing the organization resource to provide value to customer.

Total quality management

It is the process designed to focus external /internal customer expectation preventing problems
building, commitment to quality in the workforce and promoting to open decision making

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Total

Everyone associated with the company is involved in continuous improvement, in all functional
area, at all level.

Quality

Customer express and implied requirement is met fully.

Management

Decision in a planned way.

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 Principles of TQM

1. Delight the customer

2. Management by fact

3. People based management

4. Continuous improvement

5. Strong leadership

6. Quality system measure and record

7. Team work, Team accountable ,correct problem

8. People oriented technology, speed.

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 Operationalization of the concept

I have studied an impact of employee’s commitment toward .I have explained earlier .In the
company, they already have implemented TQM so through this study, I measured the degree of
implementation in the organization and what are the factor that are affected the commitment
lever and to check how much they are satisfaction with the TQM Implement.

For this purpose I have made the questionnaire which consisting of multiple-choice questions.
I have collected the date from them and after that I have tabulated them and interpreted them and
give the recommendation.

Focus of the problem

The main emphasis will be n to find out quality employee’s commitment toward their work as a
result of total quality implementation.

Review of existing literature

Many people have work on this topic .They sum up various finding .They found that apply TQM
has directly increased their moral, increase the satisfaction lever and commitment toward their
work. These are the finding of various researchers.

Several articles have been published in different journals, magazines and newspaper such as
Harvard business review, the economic times …etc.

But the effect of TQM on employee’s commitment in the company has so far not undertaken.
This project has been done first time in the company.

TQ(s) M Squared

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Total quality (sales) Management is a critical issue for sales and executive management.
The first step was relatively easy. We mapped the 44 customer driven quality programs and
compliance requirements against our corporate quality goals (The 44 of customers represented a
significant amount of the business).Frankly the job become fairly easy at that point .I had the
opportunity to present our customer’s quality requirements to our corporate quality council. It
helps when the chairman of the board chairs that council. Once it becomes obvious that meeting
our internal quality requirements and that we faced losing business, we caught the attention of
our chairman and the rest of the cooperation. It was one step in becoming customer focused.
Then we undertook developing our own quality programs. First, we began introducing our
people to the basic concepts of quality and customer satisfaction. Then we sponsored a number
of projects to understand where we were and to make small improvements. Rather than just
tracking revenue, expenses and a few other things, we start becoming attentive to a number of
other factors –returns, delivery, the number of telephone and other measurements. Each of these
projects started establishing awareness with the executive management staff. In hindsight, I
remember countless individuals talking about small problems impacting our customers that we
need to fix, but taken separately they didn’t catch our attention of management. Now we were
paying attention.

Finally we began to undertake the big task. We started to examine the process of selling .How did
we define our process from the overall management of the business down to the daily activities of
salespeople? How we could do this without creating a bureaucracy which diverted our focus—
satisfying our customers’ requirements and profitably growing our business? Benchmarking some
leading sales organizations helped us tremendously. We opted our simplicity .We realized that we
could adopt a simple process and apply that, with discipline, to everything that we did from
business management, to territory management, to improving the effectiveness and productivity
of each salesperson ,to coaching and developing everyone in the organization.
Only upon implementing this process were we able to see the phenomenal results it produced, we
started to see following:
 We had a common language and process to manage the business.
 Our process forced as to focus on the way the world was, not the way we wanted to be.
We drove a fact base approach to managing the organization, the selling process and each
sales situation.
 In each selling situation, we began to focus on the costumer need to buy, not our need to
sell

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 Conclusion

When I came to the performance quality for my internship, my attitude was open minded and
positive. I was really looking forward to what the time ahead and felt lucky about being at
management consultant agency. As my education is rather broad, and I am not specified in
any special area, I wanted to try out as many things as possible to see what kinds of tasks I
would find most interesting. The company was very open about this and, as described above,
let me take part in many different kinds of assignments.

Besides getting familiar with different kinds of jobs and tasks that consultants deal with on a
daily basis the internship gave me an opportunity to get acquainted with the company’s
culture. In addition to the projects, there are a whole lot of other things going on at a
company, such as organizational meetings and social events. By taking part in these events I
learned some of the practical routines of an office and how the group works together.

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