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QUESTIONNAIRE
Respected Sir/Madam,
Subject: A Survey on the “Study of TQM Practices and performances in selected ISO 9001 Certified
manufacturing Facilities in Gujarat”, Doctor of philosophy in commerce, Veer Narmad South Gujarat
University, Surat, Gujarat.
Introduction
This survey is a part of PhD study in Total Quality Management by Darshana S. Shiroya (M.Com.), Assistant Professor,
Shree J. D. Gabani Commerce College, Surat, under the guidance of Associate Professor Heena S. Oza, SPB English
Medium College, Surat. The aim of this research is to identify the factors that lead to success and failure of TQM system
in selected Indian manufacturing companies and to empirically examine the relationship between TQM practices and
performance in various manufacturing industrial sectors of Gujarat. The questionnaire is comprised of three parts, as
follows:
1. Part one: General information
2. Part two: Extent of adoption of TQM constructs
3. Part three: The quality, business and organizational performance
Confidentiality
Your reply will be kept completely confidential and anonymous.
Contact person
For any questions, please contact - shiroya.darshana@yahoo.com/ shiroya.ddarshana@gmail.com or Mobile phone
number: +91 8488964966.
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APPENDIX 3
TABLES OF IDENTIFIED TQM PRACTICES
Table 1
TQM Practices identified by different authors
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Table 2
TQM Practices identified by different authors
(Source: Dr Masood ul Hassan, et al. (2012, pp 236)i
i
Hassan, Dr. Masood ul, Mukhtear, Aamna, Qureshi, Saif Ullah, Sharif, Sidra, “Impact of TQM Practices on
Firm’s Performance of Pakistan’s Manufacturing Organizations”, International Journal of Academic
Research in Business and Social Sciences, ISSN: 2222-6990, Vol. 2, No. 10, October 2012.
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APPENDIX 2
LIST OF SURVEY UNITS
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32 Span Diagnostics Sachin Pharmaceuticals Surat
33 PI Industries Panoli Chemicals Panoli
34 IOCL Petroleum Petrochemicals Hazira, Surat
35 UPL Ltd Ankleshwar Chemicals Ankleshwar
36 Essar Unit-1 Heavy Engineering Hazira, Surat
37 Essar Unit-2 Heavy Engineering Hazira, Surat
38 Essar Unit-3 Heavy Engineering Hazira, Surat
39 Essar Unit-4 Heavy Engineering Hazira, Surat
40 Essar Unit-5 Heavy Engineering Hazira, Surat
41 Essar Unit-6 Heavy Engineering Hazira, Surat
42 Essar Unit-7 Heavy Engineering Hazira, Surat
43 Essar Unit-8 Heavy Engineering Hazira, Surat
44 Essar Unit-9 Heavy Engineering Hazira, Surat
45 Essar Unit-10 Heavy Engineering Hazira, Surat
46 BPCL Petroleum Petrochemicals Jamnagar
47 Reliance DHT Petrochemicals Jamnagar
48 Reliance CDU 2 Petrochemicals Jamnagar
49 Reliance FCC Petrochemicals Jamnagar
50 Reliance SGCU Petrochemicals Jamnagar
51 Reliance VGOHT Petrochemicals Jamnagar
52 Reliance CDU Petrochemicals Jamnagar
53 Reliance CFP Petrochemicals Jamnagar
54 Reliance VDU Petrochemicals Jamnagar
55 GNFC Bharuch Fertilizer Bharuch
56 L&T PP Heavy Engineering Hazira, Surat
57 Sun Pharma Panoli Manufacturing Unit Pharmaceutical Panoli
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PART 1- GENERAL INFORMATION
2. Type of Organization:
3. Nature of Holding:
5. Types of Manufacturing:_____________________________________________________________
1. In this part you are asked to take into account a number of statements of your view of the current status of
your company relate to the principles, strategies, programs, and policies associated with the implementation of
the various components of a quality management system. Please answer all questions by selecting the most
suitable, ranging from Strongly Disagree through to Strongly Agree, in the vacant end column, whichever best
described the current status in your company.
2. Should you have any comments as to the extent of implementation of such a particular program in your
company, place them under the “Remarks” portion.
Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
Remarks
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TMC7. Top management is involved in the implementation and
follow-up of its quality management program.
Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
TQM Program Component 2: Education and Training
Remarks
Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
TQM Program Component 3:Cutomer Focus/ Orientation
Remarks
Strongly Agree
Disagree
Neutral
Agree
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EE6. The company has made employees responsible for quality,
they are encourages to make suggestions and in many
cases allowed to take action.
EE7. Company has a transparent and effective appraisal system
for recognizing and rewarding employees for their efforts.
EE8. Lessons learned from the training programs are integrated
in the work processes.
Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
TQM Program Component 5:Supplier Quality Management
Remarks
Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
TQM Program Component 6: Continuous Improvement
Remarks
Strongly Agree
Disagree
Neutral
Agree
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methods and materials that will improve key activities of
the organizations.
PFM5. Company systematically conducts extensive
benchmarking of other companies business processes.
PFM6. Company has site-wide standardized and documented
operating procedures.
PFM7. New product/ service designs are reviewed by a cross-
functional team.
Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
TQM Program Component 8: Fact-based Management
Remarks
Strongly Agree
Disagree
Neutral
Agree
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Strongly Disagree
Strongly Agree
Disagree
Neutral
Agree
TQM Program Component 10: Process Monitoring and Control
Remarks
1) Does your company have a formal quality management program (meaning, it is one of your key corporate
strategies)? _____ Yes _____ No, If yes, kindly answer nos. 1a and 1b.
2) How does your company measure the quality of your main product line?
a. Refer to Column A for the performance measures. Please check the performance measure (s) your
company.
b. For the quality performance indicators you indicated, how have they behaved over the last one to two
years? Please encircle appropriate number, using the scale below:
3) Over the period of last one to two years, to what extent have the following business performance
indicators behaved for your company? Please encircle the appropriate response using the scale below:
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4) With the implementation of your quality management program, to what extent have the following
employee and organizational performance measures behaved for your company over the last one to two
years? Please encircle appropriate answer.
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