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APPENDIX 1

QUESTIONNAIRE

Ms. Darshana S. Shiroya


A/202, Shivalik Heights,
Beside Katariya motors,
VNSGU road, Vesu,
Surat- 395007,
Gujarat, India.

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

Benefits of the study to your company


The results obtained will be applicable to all manufacturing companies within the research framework, and therefore, will
aid in reviewing your company’s performance.

Confidentiality
Your reply will be kept completely confidential and anonymous.

Filling in the questionnaire


This questionnaire seeks information about the total company. Most questions are statements that need to be answered by
choosing the best answer that describes the current status within your company. It is expected that the company or quality
manager will provide answer to the questionnaire. Recognizing the respondent’s valuable time, this questionnaire should
require 10 to 15 minutes to complete.

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

Authors TQM practices


1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Massoud et al. (2013) × × × × × ×


Neha karla et al. (2013) × × × × × × ×
Masood ul et al.(2012) × × × × × ×
Keng-Boon et al.(2012) × × × × ×
Deepak mittal et al. (2011) × × × × × ×
Musran Munizu (2011) × × × × × × × × × × × ×
Arumugam et al.(2011) × × × × × × ×
Faisal et al. (2011) × × × × ×
Nitin et al. (2011) × × × × × × × × × × × × ×
Vijaygiri et al. (2011) × × × × × ×
Khanna et al. (2010) × × × × × × × × ×
Shahab Alam et al. (2010) × × × × ×
Fuentes et al. (2010) × × × × × × ×
Sit et al. (2009) × × × × × ×
Phan Chi Anh et al. (2006) × × × × × ×
Miyagawa et al. (2005) × × × × × × ×
Gloria et al. (2005) × × × × ×
Irani et al. (2004) × × × × × × ×
Quck Eng et al. (2003) × × × × × ×
Antony Jiju et al. (2002) × × × × × × ×
Note: (1) Top management/ Leadership (2) Education & Training (3)Customer focus/ orientation (4)
Information, Evaluation & Analysis (5) Employee Empowerment/Involvement (6) Supplier quality
management (7) Process flow management (8) Product Design (9) Communication to improve quality (10)
Statistical process control (11) Reward & Recognition (12) Benchmarking (13) Strategic quality planning (14)
Teamwork (15) Internal quality result (16) External quality result (17) Role of quality department (18)
Continuous improvement

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Table 2
TQM Practices identified by different authors
(Source: Dr Masood ul Hassan, et al. (2012, pp 236)i

Sr. Authors TQM Practices


no 1 2 3 4 5 6 7 8 9 10 11 12
1 Rahman (2001) √ √ √ √ √ √
2 Brah et al. (2002) √ √ √ √ √
3 Prajogo and Sohal (2003) √ √ √ √ √ √
4 Talavera (2004) √ √ √ √ √
5 Sila (2005) √ √ √ √ √
6 Prajogo (2005) √ √ √ √ √ √
7 Tari et al. (2006) √ √ √ √ √
8 Brah and Lim (2006) √ √ √ √
9 Karuppusami & Gandhinathan (2006) √ √ √ √ √ √
10 Demirbag (2006) √ √ √ √
11 Sila (2007) √ √ √ √ √
12 Ou et al. (2007) √ √ √ √ √
13 Fryer et al. (2007) √ √ √ √
14 Macinati (2008) √ √ √
15 Ya’acob (2008) √ √ √ √
16 Al-khalifa et al. (2008) √ √ √ √ √
17 Salaheldin (2009) √ √ √
18 Satish & Srinivasan (2010) √ √ √ √ √ √
19 Malik & Khan (2011) √ √ √
20 Arumugam & Mojtahedzadeh (2011) √ √ √ √ √ √
21 Zehir et al. (2012) √ √ √ √ √ √

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

No. Name of the Company No. of Facilities (Units) Types of Location


Manufacturing
1 Aalidhara Group Udhana Machine & Tools Udhana, Surat
2 GSFC Baroda Manufacturing Unit Fertilizer Baroda
3 Reliance PTA Petrochemicals Hazira, Surat
4 Reliance DUCT Petrochemicals Hazira, Surat
5 Reliance PE Petrochemicals Hazira, Surat
6 Reliance PP Petrochemicals Hazira, Surat
7 Reliance QA Petrochemicals Hazira, Surat
8 Reliance PVC Petrochemicals Hazira, Surat

9 DGVCL Varachha Electrical Surat


10 IFFCO Kalol Fertilizer Kalol
11 Petronet Ltd Dahej Manufacturing Unit Petrochemicals Dahej
12 Garden silk mills Ltd Kadodara Textiles Surat
13 JBPCL Ankleshwar Manufacturing Chemicals & Ankleshwar
Unit Pharmaceuticals
14 Piramal Ltd Kosmba Glass Manufacturing Kosmba
15 Anupam Rasayan Ltd Sachin Chemicals Surat
16 Jivaraj Tea Ltd Sachin Food Processing Surat
17 Reliance PVC Petrochemicals Jamanagar
18 BPCL Petroleum Petrochemicals Hazira
19 JK Paper Ltd CPM Paper manufacturing Songadh
20 Sumul Dairy Surat Food Processing Surat
21 HPCL LPG Petrochemicals Hazira, Surat
22 HPCL Petroleum Petrochemicals Hazira, Surat
23 KRIBHCO Kawas-1 Fertilizer Surat
24 L&T MMF Heavy Engineering Hazira, Surat
25 KRIBHCO Kawas-2 Fertilizer Surat
26 Ginza Ltd Sachin Textiles Surat
27 Kohinoor Tech Ltd Surat Machine & Tools Surat
28 ONGC LPG Petrochemicals Hazira, Surat
29 Thermax Vadodara Manufacturing Unit Heavy Engineering Vadodara
30 NTPC Kawas Electrical Surat
31 IOCL LPG Petrochemicals Hazira, Surat

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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

1. Name of the company: ______________________________________________________________

2. Type of Organization:

Co-Operative Public Ltd. Others

3. Nature of Holding:

Government Semi-Government Private

4. Unit (Facilities) Name : _____________________________________________________________

5. Types of Manufacturing:_____________________________________________________________

6. Name and position of respondent (optional): _____________________________________________

PART 2- EXTENT OF ADOPTION OF THE 58 VALIDATED TQM CONSTRUCTS

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

TQM Program Component 1: Top Management Commitment

Remarks

TMC1. The company prioritizes quality considerations as early


as the product/ service development phase.
TMC2. Customers’ requirements and suppliers’ feedback are
incorporated in product/ service development.
TMC3. The company ensures its benchmarking activities result
to significant improvement in the company’s quality
performance.
TMC4. Top management is actively involved in establishing
and communicating the company’s vision, goals, plans,
and values for quality program.
TMC5. Top management is personally involved in planning
quality management programs.
TMC6. Top management provides substantial financial support
for the company’s quality management and
productivity improvement programs.

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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

ET1. Top management always updates their knowledge.


ET2. Employees are trained for job related skills.
ET3. Employees are trained on total quality concept.
ET4. Continuous learning is provided through education and
training.
ET5. The company concentrates on ongoing development of
personnel by establishing extensive training programs
that covers all aspects of TQM.

Strongly Disagree

Strongly Agree
Disagree

Neutral

Agree
TQM Program Component 3:Cutomer Focus/ Orientation
Remarks

CF1. The company has a program / system to improve customer


service.
CF2. Customer feedback serves as an important input in
improving the quality of the company’s products /
services / processes.
The company conducts the following to determine and
measure external customer satisfaction (current and
future) about its products and services: (Note: Please give
separate response for each option)

CF3. Customer feedback system


CF4. Customer satisfaction survey
CF5. Market researches / surveys
CF6. Customer dialogues
CF7. A wide variety of mechanisms for customers to contact
the company easily and effectively (e.g. certain phone
number, e-mail and web site) are available.
Strongly Disagree

Strongly Agree
Disagree

Neutral

Agree

TQM Program Component 4: Employee Empowerment/


Involvement
Remarks

EE1. Top management organizes regular meetings and


information campaigns to communicate company quality
goals to all departments.
EE2. Top management organizes cross-functional teams to get
employees involved in the company’s quality
management programs.
EE3. The quality goals of the company are clearly and formally
written in a Quality Policy.
EE4. The company organizes cross-functional teams when
developing programs to improve quality.
EE5. Quality circles are in place in the company to enable
workers to actively participate in quality and productivity
improvement programs.

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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

SQM1. Suppliers are selected on the basis of quality aspects.


SQM2. Company ensures that suppliers can maintain high
technical standards and meeting quality specification.
SQM3. Company regularly conducts suppliers’ quality audits.
SQM4. Company work closely with suppliers toward long term
partnership and improvement.
SQM5. Suppliers provide relevant quality records and data.
SQM6. Company shares information and future plans to suppliers.
SQM7. Company establishes joint development and improvement
activities with suppliers.
SQM8. Company always gives feedback on the performance of
suppliers’ products.

Strongly Disagree

Strongly Agree
Disagree

Neutral

Agree
TQM Program Component 6: Continuous Improvement
Remarks

CI1. The company has a system for segregating needed items


(inventory, machinery and equipment, documents,
supplies, parts, etc.) from unneeded items.
CI2. The plant has signboards and labels for easy location and
identification of various departments, inventory,
machinery and equipment.
CI3. The office has records management system that allow for
easy location and retrieval of needed documents.
CI4. The company is clean, orderly, hygienic, and has no
unnecessary items, dust or dirt lying on the floors.
CI5. Each department in the company has on-going plans and
programs to identify and eliminate all possible sources of
wastes in the company’s operations.
Strongly Disagree

Strongly Agree
Disagree

Neutral

Agree

TQM Program Component 7: Process Flow Management


Remarks

PFM1. Production equipment is maintained well according to


maintenance plan.
PFM2. Company’s processes are designed to be “fool proof” in
order to minimize the chance of employee error.
PFM3. Company strictly identifies and analyzes significant
variations in process and output, determines root causes,
makes corrections and verifies result.
PFM4. Company focuses on the factors such as resources,

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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

The firm utilizes the techniques to diagnose quality


problems and improve production processes: (Note:
Please give separate response for each option)

FBM1. Pareto Analysis


FBM2. Control Charts
FBM3. Brainstorming
FBM4. Cause and Effect Diagrams (a.k.a. Fishbone, Ishikawa)
The company utilizes the following techniques in the
design of the products: (Note: Please give separate
response for each option)
FBM5. Taguchi Methods
FBM6. Quality Function Deployment (QFD)
FBM7. Design for Quality
FBM8. Design for Manufacturability (DFM)
FBM9. Design for Assembly
FBM10. Shingo’s error-proofing techniques
FBM11 Concurrent Engineering (CE)
FBM12. Training programs on various problem solving techniques
such as cause and effect diagrams, flowcharting, etc. are
provided to employees.
FBM13. Training programs on Quality Control (e.g., Statistical
Process Control) are provided to employees to develop
skills in monitoring and improving quality.
FBM14. Inputs from the technical experts, manufacturing and
process engineers as to the manufacturability of products
are solicited in the product/ service development phase.
Strongly Disagree

Strongly Agree
Disagree

Neutral

Agree

TQM Program Component 9: Incentive and Recognition system


Remarks

IRS1. The company applies for ISO 9000 certification to adhere


to international quality standards.
IRS2. The company vies for awards / citations given to
organizations with excellent quality management system.
IRS3. Employees are regularly provided with incentives for any
suggestion given to improve.
IRS4. The company is actively involved in a TQM organization
network to have better access to quality information and
product / process innovations.

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Strongly Disagree

Strongly Agree
Disagree

Neutral

Agree
TQM Program Component 10: Process Monitoring and Control
Remarks

PMC1. The company adopts regular repair and preventive


maintenance to ensure plants operate efficiently with
minimal occurrence of breakdowns and repairs.
PMC2. The company regularly monitors and evaluates the
employees’ compliance with the housekeeping rules and
regulations.
PMC3. Periodic quality audits (internal and external) are regularly
conducted in the company to monitor effectiveness of the
quality management system.
PMC4. The quality targets and strategies prepared by each
department in the company are regularly reviewed and
monitored for congruence to overall company quality
policy/plan.

PART 3- ON YOUR FIRM’S QUALITY MANAGEMENT SYSTEM / PROGRAM AND


PERFORMANCE

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.

a. If yes, what is the name of this program? _________________________________


b. When was this program implemented? _____________

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:

Quality Performance Measure Decline Decline Decline No Increase Increase Increase


(Column A) >20% 10-20% 1-10% Change 1-10% 10-20% >20%
QP1. Defects Rate
QP2. Rework
QP3. Cost per product
QP4. Customer complaints
QP5. Cycle time
QP6. Delivery time

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:

Business Performance Significantly Slightly No Slightly Significantly


Measure decreased decreased change increased Increased
BP1. Market share
BP2. Total sales
BP3. Net profits
BP4. Production costs

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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.

Employee / Organization Significantly Slightly No Slightly Significantly Remarks


Performance Measure decreased decreased change increased increased (if any)
OP1. Absenteeism rate
OP2. Tardiness rate
OP3. Employee turnover
OP4. Suggestions from
employees
OP5. Skills levels of
employees
OP6. Occurrence of
accidents
OP7. Teamwork and
cooperation among
employees within a
team or department
OP8. Teamwork and
cooperation among
employees belonging
to different work
teams or departments
OP9. Communication
between management
and rank and file
OP10. Communication
between departments
OP11. Employees’ attitude
towards quality
OP12. Employee’s pride in
one’s work
OP13. Flow of information
among departments
OP14. Quality of product /
service provided by
one department to
another department
OP15. Quality of product /
service provided by
our employees to our
customer
OP16. Quality of product /
service provided to
us by our suppliers

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