PROJECT SYNOPSIS

1. STUDENT DETAILS

Name:

Mannu Aggarwal

Roll Number:

1308015208

Name of the program:

MBA

Specialization:

Operation

Semester:

Semester III

Session:

Spring

Name of LC:

APPLITEK COMPUTERS PVT LIMITED

LC code:

03416

Contact Number:

9807598075

E Mail:

manu.garg02@gmail.com

2. PROJECT SYNOPSIS DETAILS

TITLE OF THE PROJECT: A STUDY OF TOTAL QUALITY

MANAGEMENT AT CGI INFORMATION SYSTEMS & MANAGEMENT
CONSULTANTS PVT. LTD
NAME AND DESIGNATION OF THE ORGANIZATION GUIDE: Mr. VINAY THALY
(Consultant Manager)
NAME AND DESIGNATION OF THE ACADEMIC GUIDE: Mrs.VANDANA NIGAM,
(MBA Faculty)

1. INTRODUCTION:
1.1.

Industry profile:

Management consulting, the practice of helping organizations to improve their performance,

operates primarily through the analysis of existing organizational problems and the

development of plans for improvement. Organizations may draw upon the services of
management consultants for a number of reasons, including gaining external (and presumably
objective) advice and access to the consultants' specialized expertise.
As a result of their exposure to and relationships with numerous organizations, consulting
firms are also said[by whom?] to be aware of industry "best practices", although the specific
nature of situations under consideration may limit the transferability of such practices from
one organization to another.
Consultancies may also provide organizational change management assistance, development
of coaching skills, process analysis, technology implementation, strategy development, or
operational improvement services. Management consultants often bring their own proprietary
methodologies or frameworks to guide the identification of problems and to serve as the basis
for recommendations for more effective or efficient ways of performing work tasks.
1.2.

Company profile:

Founded in 1976, CGI is a global IT and business process services provider delivering highquality business consulting, systems integration and outsourcing services. With 68,000
professionals in 40 countries, CGI has an industry-leading track record of on-time, on-budget
projects, aligning our teams with clients business strategies to achieve top-to-bottom line
results.
Our client proximity operating model fosters local accountability for client satisfaction and
success. With global delivery capabilities in centers located across four continents, we offer
our clients the best value, advantages of scale and operational efficiencies, as well as the
ability to reduce their time to market.
CGIs Global Delivery Centers An integral part of our global delivery model
CGI offers an extensive global delivery network made up of 24 centers of excellence
strategically located around the world to meet the needs of our clients. In India, our centers
have over 10,000 professionals and span seven offices in four cities, including Mumbai,
Bangalore, Chennai and Hyderabad.
For the past two decades, CGIs experts in India have provided offshore support to 200+
clients across the globe, ensuring close collaboration, accountability, flexibility, superior
service and, most importantly, expected business results.
From India, we deliver end-to-end IT services, including business consulting, systems
integration, infrastructure services, application management, business process services and IT
outsourcing services.
Through innovative and proven delivery methods, our teams in India drive optimal value for
our clients, reducing costs, minimizing risks and generating a high ROI.
Experience and expertise

Strong track record of client satisfaction based on both cost and quality

Experience across a wide range of industries

End-to-end project management capabilities

Expertise across the entire software development lifecycle

Flexibility to blend the right delivery model with the right capabilities

Agility to quickly scale technological capabilities based on changing requirements

Certified quality systems and continuous improvement processes

OBJECTIVES:

To plan the project in detail

To know the background of TQM
To understand the concept of TQM
To get well versed with TQM
To see whatever we have learned till now TQM, how that is really getting implemented
in IT industry
Compare the results with theory of TQM
2. RESEARCH METHODOLOGY:
2.1. RESEARCH PROBLEM:
The research is limited to implementation of TQM in CGI through ISO 9001 , CMMi
(which mainly covers majority of Six Sigma concepts ) and through their internal
quality systems.

2.2. WHY THIS PROBLEM SIGNIFICANT / NEED FOR THE STUDY:

To find the degree of TQM implemented in the organization.

To study the level of quality in organization.
TQM helps organizations to reduce waste and inventory.
2.3. RESEARCH METHODOLOGY Research Design:

This research design is used exploratory and descriptive research design. Research
methodology is a way to solve the research problem in a systematic manner. It may
understand as an exploration is done in order to describe the concepts and mechanism of
TQM and quality control. The methodology may differ from problem to problem, yet the
basic approach towards the research remains the same.

3. TOOLS / TECHNIQUES TO BE USED FOR DATA ANALYSIS:

TQM tools come in various forms:

Pareto Principle
Scatter Plots
Control Charts
Flow Charts
Cause and Effect , Fishbone, Ishikawa Diagram
Histogram or Bar Graph
Check Lists
Check Sheets

Both primary and secondary methods have been used in collecting data.
Primary Data:
Primary data was collected from various
Interviews
Questionnaires
Observation
From reports
Secondary Data:
Secondary data was collected from various published books, companies web sites
and company old records.
4. EXPECTED RESULTS OF THE STUDY:
TQM has been the most focused area of research as compared to other disciplines both in the
industrial and academic world. The literature is abundant with theories and applications.
Since the benefits of TQM are many therefore it doesnt pervade only to all the sectors of the
business but also to the society.
5. LITERATURE REVIEW / RELATED RESEARCH OUTCOMES:

Researchers and practitioners have acknowledged the need to understand causal relationships
among various elements of total quality management (Ahire & Ravichandran, 2002). Bunney
and Dale (1997) stated that the introduction of the quality management tools and techniques

depend, to a certain extent, on the phase of the improvement process. The introduction of
TQM can take place in three phases (I) diagnosis and preparation, (II) management focus
and commitment, and (III) intensive improvement. The diagnostic and preparation phase of
TQM requires the introduction of a number of fact finding tools, some of which are cost of
quality and Departmental Purpose Analysis (DPA). The management focus and
commitment phase requires the use of data analysis tools (e.g. cause & effect analysis,
flowcharts and Pareto analysis) to identify problem areas, quantify their effects and prioritize
the need for solution. During the intensive improvement phase the introduction of more
complex tools (e.g. statistical process control (SPC) and failure mode and effects analysis
(FMEA))help to facilitate company-wide improvement.Bunney and Dale (1997)also
categorized TQM tools and techniques in two different ways, first in five categories regarding
to their application and second in seven categories regarding to the function that they can be
used.
6. BOOKS, SITES, JOURNALS, MAGAZINES REFERRED

Productivity & Quality Management S.D. Aphale

TQM & ISO 9000 for Architects and Designers Charles Nelson
Six Sigma Black Belt training Material Asian Institute of Quality Management
WWW.GOOGLE.COM
WWW.CGI.COM
WWW.ISIXSIGMA.COM