Quality Best Practices Selected QCI-DL Shah National Quality Award Winning Case Studies Edited By Professor Anil K. Srivastava and Dr. S.N. nandi D.L. SHAH TRUST FOR APPLIED SCIENCE, TECHNOLOGY, ARTS & PHILOSOPHY Published By Quality Council of India Institution of Engineers Building, Bahadur Shah Zafar Marg, New Delhi-110 002 D.L. Shah Trust No 20/21, Bell Building, Sir P.M. Road, Fort, Mumbai-400 001
Printed in 2015 Quality Council of India 2014 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without written permission from Quality Council of India. The designations employed and the presentation of material in this publication do not imply the expression of any opinion whatsoever on the part of Quality Council of India or D.L. Shah Trust concerning the legal or development status of any country, territory, city or area of its authorities, or concerning the delimitation of its frontiers or boundaries. The mention of specific companies or products of manufacturers, whether or not these have been patented, does not imply that these have been endorsed or recommended by Quality Council of India or D.L. Shah Trust in preference to others of a similar nature that are not mentioned. Price: ` 300-00 Designed and Printed by Angkor Publishers (P) Ltd., B-66, Sector 6, Noida-201301; Mobile: 9871456571; E-mail: angkor@rediffmail.com
Preface A large number of quality professionals and practitioners in India are aware of the contributions made by Late D. L. Shah,(13th June1907 to 3rd May1999) an industrialist and a philanthropist in creating awareness among corporates and other entities regarding the benefits of adopting quality and quality management, thus leading to improvements in their productivity and economic performance. His passion for and dedication to quality was unwavering and is well-known. His Trust, known as D.L. Shah Trust for Applied Science, Technology, Arts and Philosophy was founded in 1994. One of the main objects of this Trust was to create awareness regarding quality so that improvements in quality could bring about respect for products and services and to ensure that Made in India brand becomes a respected brand in all parts of the world. In the year 2007, the Trust made a request to the Quality Council of India (QCI), to consider joining hands with it to institute annual awards to be given to companies who have achieved large economic benefits through the use of quality and quality improvement tools. This request of the Trust was accepted by QCI. QCI manages the process of assessment and selection while the funds for awards are provided by the Trust. The first set of awards in 2007 were given away by the then President of India Hon ble Shri Abdul Kalam in the Quality Conclave held in New Delhi by QCI each year. This Conclave is attended by a large number of think tanks and quality professionals and domain experts. In order to win these awards, a large number of organizations both from public and private sectors from manufacturing, services, healthcare, IT/ ITEs, education industries and the government submit a written application along with a presentation for consideration of the highly qualified and very experienced panel of quality experts selected by QCI. This panel reviews the presentations submitted and short-lists the organizations who are likely to make the grade. The short-listed organizations are invited to make an audio-visual presentation to the panel of expert assessors who score the presentations made on the basis of pre-declared criteria which includes financial benefits achieved, impact of the project, diagnostic approach used by the company, methodology adopted, sustainability achieved and innovation in approach. The scoring is done by five to six assessors separately based on document review and later upon presentation. The scores are then added and averaged out to arrive at the final score. In certain cases, the assessors also carry out a visit to the site to verify the claims made by the applicant. Last year it was realized both by QCI and the Trust that over last few years since the inception of the award presentations, that they are sitting on a mine of very useful information and innovative ideas which the award winners have used to win these awards. QCI and the Trust then decided to jointly explore the idea of publishing some of the winning presentations in the form Preface iii
of case-studies after taking the due permission from the concerned authors/ organizations. One is happy to record that none of the organizations/ authors raised any objections. On the contrary they willingly endorsed the idea. After the successful launch of first volume of award winning case-studies last year and after receiving a very positive feedback from our readers and in keeping with the promise made that this practice of publishing the award winning case-studies will continue year after year, QCI and D.L. Shah Trust are indeed very happy to bring the award-winning case studies of 2014 and some of the selected award-winning case studies from previous years. It will be highly amiss on my part if I do not record the unstinted support that we have received from Shri R. Mukandam, Present Chairman of NBQP of QCI and Shri K.C. Mehra, Past Chairman of NBQP and Dr. R.P. Singh Secretary General of QCI and the sincere efforts and hard work put in by Shri C.K. Biswas, CEO OF NBQP and Shri Avik Mitra, Advisor to QCI and their dedicated team of assessors. I am most grateful to the Trustees of the D.L. Shah Trust for approving this project and promising to continue with it in future. 1st August, 2015 Hari K. Taneja Founder Trustee D.L. Shah Trust for Applied Science, Technology, Arts and Philosophy, Mumbai iv Preface
Acknowledgments The creation of the second edition of the Quality Best Practises book is quite impossible for a single person to complete. We are indebted to several people who took the time to locate and identify the case studies and subsequently edit them as necessary. We want to thank Mr. Hari Taneja and the trustees of DL Shah Trust who again inspired us to bring out the second edition of the book. We again want to thank the authors of the case studies included in this volume for their co-operation in converting their case studies into publishable papers and also for granting us their consent to include them in this publication. We are grateful to the editors of the publication Professor Anil. K. Srivastava and Dr. S.N. Nandi. They again carried out the onerous task of technical editing of the case studies included in the publication. We are also obliged to our publishers Angkor Publishers (P) Ltd. for their support and suggestions for getting the book completed in a timely manner. Finally we would like to thank Mr. K.C. Mehra (past Chairman of NBQP), Mr. R. Mukundan (current Chairman of NBQP), Dr. R.P. Singh (Secretary General, QCI) and Mr. C.K. Biswas (CEO, NBQP) for their continued support all along this project. We would also acknowledge the hard work put in by our colleagues, late Mr. A. Raju and Mr. V. Balasubramanian to bring out this publication. Avik Mitra Advisor National Board for Quality Promotion Quality Council of India Acknowledgements v
Contents 1. Nothing Should Go Waste Mailhem Engineers Pvt. Ltd. 2. Redefining Quality Standards in Basic Research Investigations by Broadening the Purview of GLP Neuroscience Research Lab, Post Graduate Institute of Medical Education and Research, Chandigarh 3. Operations and Customer Service: A Journey from Cost Center to Profit Center Reliance Capital Ltd. 4. Improvement in Overall Plant Effectiveness in a Process Plant Jubilant Industries Ltd. 5. Strengthen Patient Care by Reducing Hospital Acquired Pressure Ulcers (HAPU) Fortis Escorts Hospital Jaipur 6. Quality Initiatives for the Nation Bangalore Baptist Hospital 7. Achieving Operational Excellence in Power Generation Through Integration of Quality and IT Tools National Thermal Power Corporation 8. Imparting Demand Driven Employability Training to BPL Youth in Identified Districts of Madhya Pradesh A Breakthrough Pathway Towards Skill Empowerment Centre for Research and Industrial Staff Performance 9. Quality Initiative for a Sustainable Culture of Safety, Accountability and High Reliability in Health Care Kidney Hospital & Lifeline Medical Institutions, Jalandhar 10. Application of Quality in Teachers' Subject Knowledge Test (TSKT) Bharti Foundation 11. Design & Development of Cost Effective and Customer Centric Training Aggregates Bharat Electronics Ltd. 12. Achieving Excellence through Quality Management Education and Training at Mahindra Institute of Quality Mahindra Institute of Quality... 1... 15... 28... 35... 43... 48... 53... 67... 75... 79... 88... 118 vi Contents
13. Defect Reduction on a Shop Floor in a Very Small Scale Industry JSON Polymers 14. Delivery Precision Improvement at Volvo India Pvt. Ltd Volvo India Pvt. Ltd 15. Improving Collection Percentage of Active Agent Base Times of India Suburban Press, Mumbai 16. Spicer Jodalli s ASME: A Journey to Create Win-Win Relationship with Suppliers Spicer India Ltd. 17. A Case Study on Improving Productivity by Reducing Operation Cost as Six Sigma Process Improvement Elin Appliances... 121... 126... 135... 143... 150 Contents vii