Application of TQM Principles & Tools in a Carpet Backward linkage (carpet Backing Cloth, Abbreviated cbc) Industry and to Measure it's Impacts on Customer Satisfaction

Abstract

Total Quality Management (TQM) is an enhancement to the traditional way of doing business. It is a proven technique to guarantee survival in world-class competition. TQM provides a quality product and/or service to customers. This will increase productivity and reduce cost. The improved quality, results in improvement in productivity, capacity and profit. With a higher quality product and lower price, competitive position in the market place will be ensured. Poor quality cost comprises significant percentage of gross sales for manufacturing organization and for service industries. One of the most significant planning tools of TQM is quality function Deployment (QFD). QFD planning tool incorporate customer voice in manufacturing process. QFD method achieves dramatic improvement in the design development process, including reductions of Engineering changes and design cycle time and start up costs. The organization, in which study was made mainly produces CBC and exports the same to different countries. Jute is the only raw material for CBC manufacturing. Different classes and grades with different ratios of Jute were used for manufacturing of thread for weaving CBC. Most of the Jute mills including the Jute mill under study are unaware of quality improvement tools and techniques. Both the customer and manufacturer don't have sufficient knowledge regarding the QFD planning tools. In the proposed thesis work QFD planning tool has been utilized in the CBC manufacturing Jute mill under study for enhancement of customer satisfaction and also to establish a house of quality matrix to show which proportion of materials and what types of weaving process is the best for desired customer satisfaction.