Approved NMIMS Project Report - Assisted by DistPub - A study on Total Quality Management in Vivo In

A study on Total Quality Management In Vivo India

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Submitted By Name: ** SAP Id: ** Course Name: Post Graduate Diploma in ** 2022

TABLE OF CONTENTS

Contents ACKNOWLEDGEMENTS.......................................................................................................3 Chapter 1: Objectives of the Project........................................................................................4 Chapter 2: Scope of the Project...............................................................................................5 Chapter 3: Executive Summary...............................................................................................6 Chapter 4: Literature review...................................................................................................8 Chapter 5: Methodology.......................................................................................................29 Chapter 6: Data Collection and Analysis................................................................................31 Chapter 7: Findings................................................................................................................. 43 Chapter 8: Conclusion........................................................................................................... 44 Chapter 9: Recommendations................................................................................................45 APPENDICES....................................................................................................................... 46 BIBLIOGRAPHY................................................................................................................... 50

ACKNOWLEDGEMENTS In perusing and completion of my course “Post Graduate Diploma in ***” and other commitments, I undertook the task of completing my project on “A study on Total Quality Management in Vivo India”.

I acknowledge with deep gratitude, the immense support I received from my family members who have always enhanced me and have been a source of inspiration and help in continuing my effort.

Last but not the least my special thanks to all those who have given all the secretarial support – despite all other commitments.

STUDENT: ***

Chapter 1: Objectives of the Project  To ascertain the level of awareness of TQM among staff of Vivo India  To assess the level of adoption of TQM practice by staff of Vivo India  To determine the extent to which members of staff are involved in the practice of TQM in Vivo India  To identify the major limitations of TQM practice in Vivo India

Chapter 2: Scope of the Project

The study will evaluate Vivo India's operations. Due to the high cost of performing a comprehensive analysis of all Vivo India branches and the need to deliver the research results as quickly as possible, the scope of the study has been limited to Vivo India alone.

In addition to the difficulty in getting primary data from the bank, the research was hindered by the tepid response of respondents, who had to be persuaded to complete and submit questionnaires on time.

Vivo India can use the research study to successfully identify and critique the knowledge and experiences gathered in the implementation of TQM, a recently formed management strategy aimed at boosting productivity.

This study will help senior management determine which areas of the organisation must be addressed and what efforts must be taken to boost productivity through TQM.

Chapter 3: Executive Summary

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BIBLIOGRAPHY American Federation of Teachers. 2000. Distance Education. Guidelines for Good Practice.

Higher Education Program and Policy Council.

Antony, J. (2006). Six sigma for service processes. Journal Business Process Management, 12 (2).

Arora K. C. (2009) Total Quality Management 3rd ed, (Delhi: S.K. Katara & Sons).

Azika N, (1997) “Research Methodology in the Behavioral séances” (Lagos Longman Nig Plc) Basu, R. & Wright, J.N. 2003. Quality Beyond Six Sigma. Oxford: Butterworth-Heinemann.

Bhatia, L., & Goyal, N. (2002). Improving financial services through TQM: A case study.

New York: Best Practices Report.

Brah, A. S. et al. (2000). TQM and Business Performance in Service Sector. International Journal of Operations and Production Management, 20 (11).

Burton, G. et al. (2005). TQM and organizational change and development. Albany, New York: Rockfield College Press.

Cole, W. E., & Mogab, J. W. (1999). TQM in action. New Delhi: Beacon Books.

Crosby, P.B. 1992. Completeness. Quality for the 21st century, Dutton, USA. Deming, W.E. 1986. Out of crisis. Cambridge, MA: MIT Centre for Advanced Engineering Study.

Edwards, S., & Smith, S. (2001). TQM in banking. The TQM Magazine (Vol. 2).

Eriksen, S.D., 1995, TQM and the transformation from an elite to a mass system of higher education in the UK, Quality Assurance in Education, 3(1): 14-29.

Gupta, A. et al. (2005). Quality management in service firms: Sustaining structures of total quality service. Managing Service Quality, 15 (4), 389-402.

Janakiraman, B., & Gopal, R. K. (2006). Total quality management: Text and cases. New Delhi: Prentice Hall of India Pvt. Ltd. Joseph, J. M. (2001). Productivity and total quality management: Application in Maine manufacturing. The University of Maine, 3 (1).

K. C. Arora (2009) Total Quality Management 3rd Edition New Delhi S.K. Sataria and Sons.

Luckett, D. G. (1994). Money and Banking. New York : McGraw Hill Inc. Macdonald, John (1998): Quality and the Financial Service Sector: The Journal of Total Quality: Vol 1, No 2 Pg. 13.

Montes, F. J. et al. (2003). The analysis of the relationship between quality and perceived innovation: The case of financial firm. Journal Industrial Management and Data System, 23 (8).

Newman, K., & Cowling, A. (2005). Service quality in retail banking. International Journal of Bank Marketing, 14 (6).

Ngware, M. W. et al. (2006). Total quality management in secondary schools in Kenya.

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Onwe, O. J.(1998): Element of Project and Desertification Writing A Guide to Effective Desertification Report (Lagos: Impressed Publishers.)

Pearce, J. A., & Robinsons, R. B. (2005). Strategic management. New York: McGraw Hill.

Saunders, A. (2000). Financial institutions management – A Modern Perspective. New York: McGraw Hill Inc. Sinkey, J. F. (1998). Commercial banking financial management. New Jersey: Prentice Hall Inc.