rural and semi urban area
TRANSCRIPT
AProject Report On
IDENTIFY POTENTIAL OF ISO: 9001-2000 & CALIBRATION IN RURAL & SEMI URBAN AREA
At
PUNYAM MANAGEMENT SERVICES PVT. LTD.NATIONAL CENTER FOR QUALITY CALIBRATION
Ahmedabad
Submitted To
Mr. Devang JhaveriManaging Director
Submitted ByJighesh Shah
On
July 18, 2004
N. R. Institute Of Business ManagementG.L.S. Campus, Ahmedabad.
(Affiliated To Gujarat University)
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CONTENTS
At................................................................................................................................1
Submitted To.........................................................................................................1Submitted By..........................................................................................................................1
Preface..................................................................................................................4
Acknowledgement.................................................................................................5
Executive Summary..............................................................................................6
Company profile...................................................................................................8
PUNYAM GROUP ORGANIZATION STRUCTURE.....................................10
Introduction........................................................................................................23
Problem Statement..................................................................................................23
Research Objectives................................................................................................23
Background..............................................................................................................23ISO: 9001- 2000 ..................................................................................................................23Calibration ...........................................................................................................................29
Methodology........................................................................................................30
Sampling Design......................................................................................................30
Research Design.......................................................................................................30
Data Collection........................................................................................................31
Data Analysis...........................................................................................................31
Limitations...............................................................................................................31
Findings..............................................................................................................33
ISO: 9001-2000........................................................................................................33
Calibration...............................................................................................................39
Conclusion..........................................................................................................47
Summary and Conclusions.....................................................................................47
Recommendations....................................................................................................47
Appendixes..........................................................................................................48
Appendix A..............................................................................................................48
Appendix B...............................................................................................................50
Bibliography........................................................................................................52
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Preface
It is my pleasure to present this project this project before you. The study was conducted during the period of my summer training held in the month of May-July2004, which is a part of our curriculum to get a degree of MBA, which I am pursuing at NRIBM, Ahmedabad under the prestigious University of Gujarat.
The beginning of any journey is deciding where you want to go. The beginning of the life you want is deciding first as to what precisely you want in life. This is the first fundamental & basic step to take in making a successful of life. Knowledge is power & knowledge is strength & knowledge supplies you the know-how. To derive full benefit out of your knowledge you must act, work hard and put in sustained effort, becoming wishes by experience in the process.
The MBA program includes a position devoted to practical study where by each student is placed in a company during the summer’s affects completion of a semesters, the student is supposed to undertake a project with the company which allows an opportunity to select the theoretical knowledge taught to practical application besides giving them a feel of an actual workplace.
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Acknowledgement
No trainee can deny the intellectual debt that he receives from the organization during his training period, I cannot in full measure, reciprocate the kindness shown and contribution made by various persons in this endeavor of mine. I shall always remember them with gratitude and sincerity. I would like to take the opportunity to express my profound thanks to and gratitude to my guide respected Mr. Devang Jhaveri (MD, PUNYAM MANAGEMENT SERVICES PVT. LTD.) For his unceasing effort, encouragement, help and valuable guidance at every step which has contributed the most towards the success of this project. I am also thankful to staff of PUNYAM to for giving their full support and providing me necessary direction for the various topic related to the project.
JIGHESH SHAH
Ahmedabad, 18th July 2004
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Executive Summary
The research is carried out to identify potential of ISO: 9001-2000 & Calibration.
According to research ratio of people aware of name of
ISO is 1.9 to 1. But due to many misconceptions and
other reason we found people be able to answer a single
right name having ISO is 0.27 to 1. So we can say that
they are in awareness stage till now.
About 87.5% Respondents want to go for ISO for sales
growth, 80% for cost reduction.
Ignorable numbers of respondents are aware of name of
PUNYAM & NCQC.
About 72.5% of respondent answer as reason why they
not go for ISO till now is Punyam’s customers never ask
it.
Very few numbers of companies which do not required
to calibrate by law and certification purpose go for
calibration. Ratio of respondents doing internal &
external calibration is 0.96 to 1.
30% of respondents give high cost as reason for not
doing calibration.
No one is aware of NABL. So it is not giving any added
advantage to PUNYAM being NABL acridities
laboratory.
24% of clients prefer calibration to improve product
quality.
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It is important to understand consumer behaviors before going into
rural market so that we can get enough advantage of potential of this
market.
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Company profile
PUNYAM (PMSPL) was born in November'1995 in the field of consultancy for ISO: 9000, other international standard, and Management areas and is growing and having total 250 clients for various types of certification and very rich experience in ISO and management consultancy. Group of 12 qualified engineers and management graduates (M.B.A) having experience of different type of industry and done ISO: 9001, 2000 and other international certifications for many clients.
Having more than 225 clients Certified for ISO: 9000 and 1% of Total Certified Companies in India.
PUNYAM is having its office in Vapi for clients located near Vapi areas as well as Mumbai.
At present Punyam is taking 9 new clients per month and completing their work within 3 months. After every 3 days average 1 client of Punyam is getting ISO: 9001, ISO: 14001, HACCP, CE Mark or any other certificate.
All the Punyam clients have got ISO: 9000 series certificate from the leading certifying body like KPMG, BVQI, SGS, LLOYDS, DNV, TUV, U.L. LAB. Etc.
Punyam is also working for vendor Developments & Auditing of companies in India on behalf of leading international customers.
Punyam’s Clients include Capacity-wise No. 1 Companies in Asia as well Leading group of India like Reliance Industries Limited. Modern Terry Towels Limited. (Modern Group) Gujarat Telephone Cables Limited.(GTCL Group) Meghmani Group Of Companies Metrochem Industries Limited Shri Digvijay Cement Co. Ltd. Binani Cements Limited. INDEXTb (Industrial Extension Bureau., Govt. of Gujarat
OrganizationPay back of Punyam’s consultancy is less than 2 months because of
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quantification of measurable goals and providing continual improvement platform.
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PUNYAM GROUP ORGANIZATION STRUCTURE
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DIRECTORDEVANG JHAVERI
OFFICE ASSISTANT
ACCOUNT MANAGER
TECHNICAL MANAGER
MARKETING MANAGER
COMPUTER INCHARGE
CALIBRATION INCHARGE
QUALITY EXECUTIVES
SALES REPRESENTATIVE
ENGINEERS(MECH)
ENGINEERS(ELECT)
ENGINEERS(I/C)
PUNYAM IS COMMITTED FOR Personal Involvement & Commitment from first day. Optimum Charges. To Complete Project in Minimum Period (Within three Months).
Professional Approach To Depute Dedicated Persons To Suit Client Requirements. Hard Work And Get Work Done From Others Strengthening clients by system establishment to make their house
in proper manner. Establishing system in Finance and other departments for Fund
flow Management. To establish strong internal control with the help of system.
WHY MANY UNITS HAD TAKEN PUNYAM’S CONSULTANCY LOW COST : Practical suggestions recommended and having vast experience in the bigger as well as small companies. Experience in all kinds of industry like Engineering, Textile, Chemical, Machine manufacturer, Electronics, Electrical, Pharmaceuticals, etc. Professional approach and more than 12 highly qualified persons comprise Engineers / MBA from various disciplines with extensive experience are involved in Punyam’s team. RELIABLE : Practical suggestions recommended and having vast experience in the bigger as well as small companies. Experience in all kinds of industry like Engineering, Textile, Chemical, Machine manufacturer, Electronics, Electrical, Pharmaceuticals, etc.
Professional approach and more than 12 highly qualified persons comprise Engineers / MBA from various disciplines with extensive experience are involved in Punyam’s team. The Quantifiable measurable improvement objectives are made based on Punyam’s rich experience to establish continual improvement. FASTER (3 TO 5 MONTHS) : The painstaking work of documentation is done by us based on detail study of your system. Personal involvement and commitment from day one by us. Punyam’s team of professionals monitor your activity to gear up certification process. Punyam is working since 1995. Team:At present 12 Engineers are working having qualification of B. E. / M.B.A Work Area
1. ISO: 9001 series and international certification consultancy ISO: 9001 CE MARK SA 8000 ISO:14001 OHSAS 18001 WHO GMP HACCP BS 7799 ISO:17025 (NABL ACCREDITATION)
2. Management consultancy Strategic Management HRD
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Marketing Purchase Production and Quality Control Finance
3. Calibration of all type of instruments
NABL ACCREDITATION ISO 17025 Certification standard for requirements for the competence of Testing and calibration LaboratoriesApplicable to All type of testing and calibration laboratories blood banks, Pathology Laboratory etc.Accreditation issued byNational Accreditation Board for Testing and Calibration Laboratories (Dept. of Science and Technology) Govt. of IndiaRequirements Documented system for management requirements and technical requirements, Trained manpower, standard methods or Validated non-standard methods, Periodic checking for measurement of uncertainty, participation in inter lab comparison or proficiency testing, calibration of instruments through NABL Accredited Laboratory, Quality Policy, R&R Study, Quality Checks, Management System implementation
CE MARK CECommon product standard based on European Communities defined norms.Applicable to All machineries equipments, Electronic/ Electrical/ mechanical parts and many moreCE Certification issued bySelf-certification or certification by notifying Body.Requirements
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Selection of directives applicable to the products, preparation of design data of the products, preparation of Technical file, training to the employees, Risk assessment manufacturing and QC procedure,product safety, EC declaration for conformity (incase of MDD) Nomination of EU representative, product labeling as per CE mark, Inspection and testing as per directives, product standard implementation, updating of technical file as and when changes in the design.
WHO GMP Who GMPWorld Health Organization based Good Manufacturing Practices.Applicable to All food and pharmaceutical industries including bulk drug units.Certification issued byDrug Controllers/FDA Commissioners of the concerned statesRequirements Compliance with the requirements of schedule applicable considering product manufactured, validation of process and products, maintaining controlled environment, calibration of instruments, Preparation and follow-up of SOP's, preparation of site master file, separate area for dispensing, manufacturing, QC etc. Maintaining Master formulaic card and Batch manufacturing records, follow-up of sanitation schedule and hygienic conditions, Microbiol tests of the products.
OHSAS 18001 OHSAS 18001Occupation health and safety Management systemApplicable to All types of manufacturing and service organizationCertification issued byAccredited Certifying BodyRequirements Implementation of all applicable health, safety legal requirements, Hazard Risk, assessment and evaluation, Documentation, SOP to control risk, Health check-up of employees, Management plans,
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Auditing of system, Monitoring and Measurement of critical parameters, Management review.
SA 8000 SA 8000Social Accountability Certification.Applicable to Textiles, Garments, Suppliers to multinational company and International chain of stores.Certification issued byAccredited Certifying BodyRequirements Implementation of all applicable statutory and regulatory requirements for payment of wages, child labour, forced labour, working hours, work environment condition, documented system, monitoring, safe work practices, discrimination, disciplinary practices, compensation, management system etc. ISO: 14001Many Organizations are concerned to achieve and demonstrate sound environment practices. To ensure this, they are undertaking reviews or audits of their environmental performance. To be effective, these reviews and audits needs to be conducted within a structured management system, integrated with overall management activity and addressing all aspects of desired environmental performance as per ISO 14000 standard. Punyam Management Services Pvt. Ltd. having considerable experience in this filed assist the Indian industry to adopt these standards and as a result, certifying bodies are auditing companies for system implemented to conform to ISO 14001. Punyam with its experience of assisting a number of companies towards ISO 9000 certification in almost all industry sectors can assist company in the implementation of a certifiable Environmental Management System based on ISO 14001. BENEFITS OF IMPLEMENTING AN ENVIRONMENTAL MANAGEMENT SYSTEMS (ISO 14001):
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(A) ENVIRONMENTAL Reduce energy and other resource consumption. Use of natural resources. Disposal of unwanted resources. Address environmental issues before they become a problem. Establish regular reports and implement monitoring system.
( B ) FINANCIAL Increase efficiency and reduce wastage and pollution control cost. Bankers and Backers concerns. Reduce insurers requirements.
( C ) PUBLIC IMAGE Highly visible marketing tool . Make " GREEN " corporate image. Increase employee confidence.
( D ) LEGISLATION & REGULATION Ability to meet National / International legislation. Meet regional variation in legislation.
ENVIRONMENTAL MANAGEMENT SYSTEM ADDRESS Environmental objectives and targets beyond regulatory requirements. Changes in regulation and legislation. Adequacy of resources and environmental information. Environmental records. Environmental cost / benefit analysis and accounting methods. Environmental training. Environmental aspects of products and services. Incorporation of environmental considerations in design and marketing. Analysis of resources consumption (Energy, fuels, materials, etc.) Waste minimization and recycling initiatives. Uses of hazardous processes.
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Use and disposal of hazardous material. Transport policy Natural resource conservation.Recording complaints and follow up Visual impact, noise and odours Environmental probity of suppliers Environmental hazard and risk assessment Environmental aspects of emergency planning Environmental aspects of investment policies Areas of potential improvement in environmental performance PUNYAM STEPS FOR ISO : 14001 IMPLEMENTATION ISO : 14001 Awareness Training for top and middle management . Initial environmental review ( IER ) Advise in formulating environmental policy and setting environmental objectives & targets . Suggest in Developing Environmental management plans ( EMPs ) . Submission of document kit ( Environmental manual, procedures, SOPs , forms ) . Advise in preparation of Environment documents and aspect impact analysis.Workers awareness training for ISO : 14001. Adequacy audit of documents by PUNYAM . Internal auditor training . Presence in first internal audit and corrective action suggestion on NCRs. Second internal audit by PUNYAM auditors. Presence in pre-certification and certification audit by certifying body.
HACCP
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Hazard analysis and critical control point ( HACCP ) system is becoming very important and the basic requirement of ensuring the Quality of the product from the health and safety aspects. Most of the advance countries such as USA, AUSTRALIA, CANADA and UAE Countries have either fixed up or fixing up deadlines for implementation of the system in many food processing industries. Implementation of this system shall become mandatory for food processing industries with in a short span of time. The HACCP is a preventive system, which ensures very safe production of the food products. The entire system is based on technical and scientific system of food production and processing right from the field up to the point of its consumption by end users. It is also a systematic approach to identify the various hazards involved in the entire process of food production. System is backed by continuous assessment of the control point developed to overcome this hazard. The HACCP process consists of principles listed below, CONDUCT HAZARD ANALYSIS ( CCFH ).DETERMINE CRITICAL CONTROL POINTS ( CCP ). ESTABLISH CRITICAL LIMITS FOR EACH CCP. MONITOR CONTROL OF THE CCP.TAKE CORRECTIVE ACTION WHEN MONITORING INDICATES THAT A PARTICULAR CCP IS NOT UNDER CONTROL.DOCUMENTATION AND RECORD KEEPING.VERIFICATION TO ENSURE EFFECTIVENESS OF THE SYSTEM. PUNYAM ROLE & STEPS FOR HACCP IMPLEMENTATION ARRANGE HACCP AWARENESS PROGRAMMES.SELECTION OF HACCP TEAM AND CONDUCT MICRO LEVEL SURVEY FOR HAZARDS.IDENTIFY POTENTIAL HAZARDS AND CRITICAL CONTROL POINTS ( CCP ).ADVICE IN PREPARATION OF MONITORING SYSTEM, HACCP CONTROL CHARTS AND CONTROL LIMITS FOR EACH CCPS.
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ADVICE IN PREPARATION OF HACCP DOCUMENTS AND SUBMISSION OF MODEL DOCUMENT KIT.ADEQUACY AUDIT OF HACCP DOCUMENTS BY PUNYAM.
ARRANGE INTERNAL AUDITOR TRAINING.ARRANGE 1st AND 2nd INTERNAL HACCP AUDIT AND MONITOR CORRECTIVE ACTION.PRESENCE IN HACCP CERTIFICATION AUDIT.
PUNYAM IS PROVIDING HELP TO THE CLIENTS IN MANAGEMENT AREAS LISTED BELOW IN 4 MAIN WAYS. 1.ARRANGING IN-HOUSE TRAINING PROGRAMS2. ESTABLISHING SYSTEM ON PROJECT BASE.3. PROFIT SHARING BASED ON IMPROVEMENT ACHIEVED.
4. TOTAL MANAGEMENT ACTIVITY IS DONE BY US. SYSTEM CERTIFICATION Reliance Industries Limited.ISO : 9001(Quality System) ISO : 14001 ( Environment) HACCP ( Food Safety) CE mark WHO GMP OHSAS:18001 BS 7799 ( Information Security Mgt. System) SA 8000 ( Social Accountability) NABL Accreditation (ISO/IEC 17025)
STRATEGIC MANAGEMENT Competitive strategy Organisational leadership for 21st century Business Process Improvement(BPI) Six sigma
MARKETING
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International marketing Market research Managing retailing Institutional marketing Product policy & new product management Franchisees management Customer based business strategies SWOT analysis and marketing plans
PURCHASE Sharpening negotiation skills Vendor development and evaluation Supply chain management System audit for vendors
PRODUCTION AND QUALITY CONTROL Project management Process refinement Excellence in manufacturing Quality assurance establishment
FINANCE Creative solutions to finance problems Advanced data analysis for financial decisions Strategic finance management Finance and costing for non financial staff
HRD Human resource management Leadership & change management Key performance appraisal system (KRA Creative solutions to HR problems Goal setting & performance management Bench marking
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DEVANG K. JHAVERI, THE FOUNDER & CEO A Senior Technocrat with Managerial Background. Management Graduate with Brilliant Academic Career. Worked in Quality Area at Arvind Mills Ltd. Worked for ISO : 9000 & in Quality Area at ATIRA for four years
& helped 40 Companies. Published more than Five Articles for ISO : 9000 & Quality
System. EDUCATION B.E. (Textile Technology) Gold Medallist in Gujarat University (In 1986) & M.B.A. (Finance). SPECIALITIE Quality Control, ISO: 9000 Quality Management System, ISO:14000 EMS, HACCP & TQM Techniques, CE MARK, WHO GMP, ,OHSAS: 18001, BS 7799, SA 8000, ISO 17025, Management Areas. Third Party Audits, Vendor developments.
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IntroductionThis report is based on the data collected from the rural
market. The survey asks respondents about their views about ISO: 9001 & Calibration to identify potential of ISO & Calibration for any consultant & laboratory in the same business.
Problem StatementMarket Research to identify potential for ISO: 9001-2000 &
Calibration in Rural & Semi Urban area.
Research Objectives Carry out survey of both services as well as production sector
for identifying potential for ISO certification. Survey of industrial area for potential of calibration. Study prevailing misconceptions & needs of rural market. Promotional campaign for Punyam Management Services Pvt.
Ltd. & National Center for Quality Calibration. Find out product penetration percentage to supplement the
market potential (limit approached by market demand) as industry marketing expenditure approach infinity for a given marketing environment.
BackgroundTo carry out this project following theory and concepts are
used.
ISO: 9001- 2000
I S O 9 0 0 1 applies to all types of organizations. It doesn't matterwhat size they are or what they do. It can help both product andservice oriented organizations achieve standards of qualitythat are recognized and respected throughout the world.ISO 9001 2000 has replaced the old ISO 9001 1994 standard.In addition, the old ISO 9002 1994 and ISO 9003 1994 qualitystandards have been discontinued. They are now obsolete!
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If you're now ISO 9001 1994 certified, you're going to have to update your quality management system in order to meet the new ISO 9001 2000 requirements. And if you're now ISO 9002 or ISO 9003 certified, you're going to have to become ISO 9001 2000 certified!
ISO 9001: Systemic Requirements
1 Establish your quality systemDevelop your quality management system
Identify the processes that make up your quality system. Describe your quality management processes.
Implement your quality management system
Use quality system processes. Manage process performance.
Improve your quality management system
Monitor process performance. Improve process performance.
2 Document your quality system2.1 Develop quality system documents
Develop documents to implement your quality system. Develop documents that reflect what your organization does.
2.2 Prepare quality system manual
Document your procedures. Describe how your processes interact. Define the scope of your quality system.
2.3 Control quality system documents Approve documents before you distribute them. Provide the correct version of documents at points of use.
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Review and re-approve documents whenever you update them. Specify the current revision status of your documents. Monitor documents that come from external sources. Prevent the accidental use of obsolete documents. Preserve the usability of your quality documents.
2.4 Maintain quality system records
Use your records to prove that requirements have been met. Develop a procedure to control your records. Ensure that your records are useable.
ISO 9001: Management Requirements
1 Support quality Promote the importance of quality Promote the need to meet customer requirements. Promote the need to meet regulatory requirements. Promote the need to meet statutory requirements.
Develop a quality management system Support the development of a quality system. Formulate your organization's quality policy. Set your organization's quality objectives. Provide quality resources.
Implement your quality management system
Provide resources to implement your quality system.Encourage personnel to meet quality system requirements.
Improve your quality management system Perform quality management reviews. Provide resources to improve the quality system.
2 Satisfy your customers Identify customer requirements Expect your organization to identify customer requirements.
Meet your customers' requirements
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Expect your organization to meet customer requirements.
Enhance customer satisfaction
Expect your organization to enhance customer satisfaction.
3 Establish a quality policy Define your organization's quality olicy
Ensure that it serves your organization's purpose. Ensure that it emphasizes the need to meet requirements. Ensure that it facilitates the development of quality objectives. Ensure that it makes a commitment to continuous improvement.
Manage your organization's quality policy
Communicate your policy to your organization. Review your policy to ensure that it is still suitable.
4 Carry out quality planning4.1 Formulate your quality objectives
Ensure that objectives are set for functional areas. Ensure that objectives are set at organizational levels. Ensure that objectives facilitate product realization. Ensure that objectives support the quality policy. Ensure that objectives are measurable.
4.2 Plan your quality management system
Plan the development of your quality management system. Plan the implementation of your quality management system. Plan the improvement of your quality management system. Plan the modification of your quality management system.
5 Control your quality system5.1 Define responsibilities and authorities
Clarify responsibilities and authorities. Communicate responsibilities and authorities.
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5.2 Appoint management representative
Oversee your quality management system. Report on the status of your quality management system. Support the improvement of your quality management system.
5.3 Support internal communications
Ensure that internal communication processes are established. Ensure that communication occurs throughout the organization.
6 Perform management reviews6.1 Review quality management system
Evaluate the performance of your quality system. Evaluate whether your quality system should be improved.
6.2 Examine management review inputs
Examine audit results. Examine product conformity data. Examine opportunities to improve. Examine feedback from customers. Examine process performance information. Examine corrective and preventive actions. Examine changes that might affect your system. Examine previous quality management reviews.
6.3 Generate management review outputs
Generate actions to improve your quality system. Generate actions to improve your products. Generate actions to address resource needs.
ISO 9001: Resource Requirements
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1 Provide quality resources Identify quality resource requirements
Identify resources needed to support the quality system. Identify resources needed to improve customer satisfaction.
Provide quality system resources
Provide resources needed to support the quality system. Provide resources needed to improve customer satisfaction.
2 Provide quality personnel2.1 Use competent personnel
Ensure that your personnel have the right experience. Ensure that your personnel have the right education. Ensure that your personnel have the right training. Ensure that your personnel have the right skills.
2.2 Support competence
Define acceptable levels of competence. Identify training and awareness needs. Deliver training and awareness programs. Evaluate effectiveness of training and awareness. Maintain a record of competence.
3 Provide quality infrastructure Identify infrastructure needs
Identify building needs. Identify workspace needs. Identify hardware needs. Identify software needs. Identify utility needs. Identify equipment needs. Identify support service needs.
Provide needed infrastructure
Provide needed buildings. Provide needed workspaces. Provide needed hardware.
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Provide needed software. Provide needed utilities. Provide needed equipment. Provide needed support services.
Maintain your infrastructure
Maintain your buildings. Maintain your workspaces. Maintain your hardware. Maintain your software. Maintain your utilities. Maintain your equipment. Maintain your support services.
4 Provide quality environment Identify needed work environment
Identify factors needed to ensure products meet requirements.
Manage needed work environment
Manage factors needed to ensure products meet requirements.
Calibration The process of comparing an instrument's output signal with reality. Instruments that measure solar energy tend to "drift", that is, their output signals do not mean the same thing from one time period to another. Because of this, they are periodically (annually or semi-annually) re-calibrated against more reliable instruments. The picture below illustrates instruments being calibrated at SRRL. The radiometers on the calibration table are calibrated to a reference instrument traceable to the World Radiometric Reference (WRR).
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Methodology
Sampling DesignBy studying the available information about rural & semi
urban area which is our target population we have decided to go for complex probabilistic sampling-clustered sampling. Area sampling as it is the most economic way to reach respondents, easy & available heterogeneous within subgroup, homogeneous between subgroups.
By studying population we have selected sample size of 200 for ISO & 54 for calibration to have 90% level of confidence. Error 5% is allowed.
Population is divided into North, South, Saurastra & Middle Gujarat for clustering. North Gujarat is selected for the research as we found some of the area of north Gujarat as replica of whole rural area of Gujarat. As it contains Pharma, Stone, Textile, Electrical, Packaging etc. industry also service sector contains almost all kinds of services.
Research DesignMarket survey is decided to be carried out as it would be better
to have first hand and primary information and for promotional campaign. Two separate Questionnaires are prepared for ISO & Calibration (see appendix).
Design strategy:
Type: Exploratory research.
Purpose: Informational
Time Frame: Cross sectional.
Scope: Informational study.
Environment: Field research.
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Data CollectionData is collected by intercept personal interviewing of top
management person of the organizations. Try to satisfy their query, remove their misconceptions, note their views etc. activities are carried out during survey. One person is assigned survey task. Person is made aware of advantages of ISO and calibration, charging pattern of PUNYAM & NCQC to clients, how to contact top management and make them convinced for intercept interview & fill questionnaire etc. as pre-project exercises in initial days of project. Person has to report daily by phone, give potential client list by fax or e-mail and ask for necessary help to carry out project. Person does about 20 calls a day. So it took around 15 day for data collection. In field it was not easy to contact top management every time so as option middle management person like production manager or lower management persons like supervisors are needed to be interviewed. Many misconceptions are prevailing among rural people like they don’t find any difference between ISI and ISO, they don’t find any need to go for ISO or Calibration.
Data AnalysisData entry is being done thru computer program Microsoft
excel daily for analysis and interpretation.
LimitationsAs every coin has two sides project may have strengths as well
as some limitations. Research may have following limitations.
The questioning technique had its shortcoming, however. The major weakness is that the quality and quantity of information secured depends heavily on the ability and willingness of respondents to cooperate. Often, people refuse and interview of fail to reply to a mail survey. Certain people at certain time fail to see any value in participation; they may fear the interview experience for some personal reason; or they may view the topic as too sensitive and thus the interviews as potentially embarrassing or intrusive.
Even if respondent do participate, they may not have the knowledge sought or even have an opinion on the topic of concern. Under these circumstances, their proper response should be “don’t
31
know” or “have no opinion”. Too often respondents feel obliged to express some opinion even if they do not have one. In those cases, it is difficult for researchers to know how true or reliable the answer is.
Respondents may also interpret a question or concept differently from what was intended by the researcher. This occurs when the respondent is answering a question different from the one being asked. A respondent may intentionally mislead the researcher by giving false information. It is difficult for a researcher to identify these occasions. Despite these weaknesses, communicating with research subject is a principle method of management research.
Non response error: When person don’t want to participate Response error: Interpretation differently so cant find answer
accurately Interview error: It occurs when interviewer fails to achieve
cooperation, interview is likely taken biased. Costs: Organization has to pay interviewers’ some kind of
wages like travel costs, and some allowances. As we have selected clustered sampling research may suffer
from limitations of clustered sampling like lower statistical efficiency (more error) due to subgroup being homogeneous rather than heterogeneous.
Using intercept personal interview method for contact sometimes being unable to contact top management person and interviewing best available respondent may not reflect views of owners which is very essential for reliable research results.
Questions may be altered or respondent coached by interviewers.
Same questionnaires are used for both areas where PUNYAM & NCQC are working and think to have some business so some of the questions are not lead to any finding or conclusion also some questions were part of brand promotion so they also have no relevance to research.
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Findings
ISO: 9001-2000
Findings:1. Rural client are still under awareness stage and have lots of
misconceptions about ISO: 9001.2. Rural customers have very less awareness about the
companies having ISO certification.
Question-1: Are you aware of ISO: 9001-2000 international quality management systems? a). Yes b). No
YES65%
NO35% YES
NO
Question-2: Have you heard any service sector company has got ISO: 9001-2000?
a). Yes Which? ________________ b). No.
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YES15%
NO85%
YES
NO
Question-3: Have you heard any of your competitors in your product line had got ISO: 9001 certificates?
a). Yes b). No
YES20%
NO80%
YES
NO
Findings:1. About 87.5% Respondents want to go for ISO for sales
growth, 80% for cost reduction.2. Few numbers of respondents want to go for ISO for govt.
tender or exports.
Question-4: What benefits you are looking for in implementation of ISO: 9001 in your Company?a). Cost reductionb). Sales Growthc). Market reputationd). Increase in Export/sales to NRI e). System establishment f). Improve Quality g). Win in competitive market
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h). Establish better control i). Government tender requirement
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Findings:1. About 72.5% of respondent answer as reason why they not
go for ISO till now is our customers never ask it.2. Many respondents prioritize given reason in following
order expensive, not useful, difficult to get, increase staff strength and more record keeping.
Question-6: Why do you not opted for ISO:9001 certification in your company?a). More expensive b). Very difficult to get c). More record keeping d). Increase in staff strength e). Not useful in our industry f).Our customer never ask it
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OURCUSTOMERNEVER ASK
IT
Findings:1. 55% respondents wish to go for ISO within 2 to 3 year.2. 25% within 1 year, 16% never go for ISO.3. Some time is required to be more potential for ISO
consultancy firm.
Question-7: Are you having any further dream to get ISO: 9001 international certificates?a). With in 3 month b). With in 6 month c). With in 1 yeard). With in 2 to 3 year e). Never
36
3%1%
25%
55%
16%
WITH IN 3MONTH
WITH IN 6MONTH
WITH IN 1 YEAR
WITH IN 2 TO 3YEAR
NEVER
Findings:1. 95% customers are not aware of any consultant available to
get ISO certificate.
Question-8: Have you heard name of any firm for ISO: 9001 consulting or certification?a). PUNYAM Management (Market Leader) b). BVQI c). KPMG d). Not known
1 5 6
190
0
50
100
150
200
PUNYAM BVQI KPMG NOTKNOWN
Findings:1. Most of the companies are thinking to improve their sales
so they want help in marketing & sales.2. Very few numbers of respondents are thinking about HRD
& growth.
37
Question-10: Do you want to upgrade skill of your employees in any of the areas listed below?a). Marketing and Sales area b). HRD areac). Establish goal setting and control system d). Growth Management
110
10 20 10
020406080
100120
MARKETINGAND SALES
HRD AREA ESTABLISHGOAL SETTINGAND CONTROL
SYSTEM
GROWTH
Findings:1. Marketing expense of different companies is spreader and
different according to type and size of the organization.2. Less then 10% of firm spend over 10% of their sales for
marketing.
Question-11: How much you spent in advertising and marketing?a). Below 1 % b). Between 2 to 3 % c). Around 5 %d). Between 5 % to 10 % e). Above 10 %
38
25%
27%
23%
10%
15%
BELOW 1%
BETWEEN 2 TO3%
AROUND 5%
BETWEEN 5 TO10%
ABOVE 10%
Calibration
Findings:1. 83% of respondents are aware of what calibration is.2. Most of the respondents aware of calibration are in
electrical or chemical business.
Question-1: Are you aware of calibration of instruments? [ ] Yes [ ] No
YES83%
NO17%
YES
NO
Findings:1. Reason for not calibrating is in order of cost, no instrument,
not required by customer and no awareness. Apart from these reasons respondents give many other reasons responsible for not doing calibration.
Question-2: Why do you think calibration is not important for you?
[ ] High cost[ ] Not having awareness
39
[ ] Not required by customers[ ] Having no instruments[ ] Others
20
1113
17
23
05
10152025
HIG
H C
OS
T
NO
T H
AV
ING
AW
AR
EN
ES
S
NO
TR
EQ
UIR
ED
BY
CU
ST
OM
ER
HA
VIN
G N
OIN
ST
RU
ME
NT
S
OT
HE
RS
Findings:1. 48% of respondents are doing external calibration.2. 46% of respondents are doing internal calibration.3. 6% of respondents are not doing calibration or they don’t
have any instruments which need to be calibrated regularly.
Question-3: Which source are you using for calibration purpose?
[ ] Internal [ ] External. Which __________
INTERNAL46%EXTERNAT
48%
NOT DOING
6%INTERNAL
EXTERNAT
NOT DOING
Question-4: Why are you using external source of calibration?[ ] Accurate result
40
[ ] Quality of product[ ] Certificate purpose ( ISO or ISI)[ ] Reliable [ ] Required by customer[ ] Others
811
13
53
8
02468
101214
AC
CU
RA
TE
RE
SU
LT
S
QU
AL
ITY
OF
PR
OD
UC
T
CE
RT
IFIC
AT
EP
UR
PO
SE
(ISO
OR
ISI)
RE
LIA
BL
E
RE
QU
IRE
DB
YC
US
TO
ME
R
OT
HE
RS
Question-5: What benefits you want to achieve by calibration?[ ] Cost Reduction (Energy saving)[ ] Improve product quality[ ] Reduce rework[ ] Improve productivity[ ] Necessary for safety[ ] Time saving[ ] Market reputation during external audit[ ] Others
1713 11
1418
510
3
05
101520
CO
ST
RE
DU
CTI
ON
IMP
RO
VE
PR
OD
UC
TQ
UA
LITY
RE
DU
CE
RE
WO
RK
IMP
RO
VE
PR
OD
UC
TIV
ITY
NE
CE
SS
AR
YF
OR
SA
FE
TY
TIM
ES
AV
ING
MA
RK
ET
RE
PU
TATI
ON
OTH
ER
S
41
Question-6: Do you have any fixed time interval for calibration?[ ] Yes [ ] NoWhen (Month):
1 2 3 4 5 6 7 8 9 10 11 12
YES44%NO
56%
YES
NO
Question-7: Where will you prefer for calibration of your instrument?
[ ] NABL Accredited Laboratory[ ] Not NABL Accredited Laboratory[ ] No Calibration but give only certificate (Printing Certificate)[ ] Others
24%
50%
20%
6%
NABLACCREDITEDLABORATORY
NOT NABLACCREDITEDLABORATORY
NO CALIBRATIONBUT ONLYCERTIFICATE
OTHERS
Question-8: Which type of instruments you prefer for calibration?
[ ] Critical[ ] Frequently used
42
[ ] Accuracy oriented[ ] Production activity related[ ] Process activity related[ ] Laboratory
3023
18
3 4
32
05
101520253035
CR
ITIC
AL
FR
EQ
UE
NTL
Y U
SE
D
AC
CU
RA
CY
OR
IEN
TED
PR
OD
UC
TIO
N A
CTI
VIT
YR
ELA
TED
PR
OC
ES
SA
CTI
VIT
YR
ELA
TED
LAB
OR
ATO
RY
Question-9: Whom do you know as a leading calibration laboratory in Ahmedabad?[ ] NCQC[ ] ERTL[ ] National Center For Quality Calibration[ ] Others.
0 0
54
0
10
20
30
40
50
60
NCQC ERTL OTHERS
Question-10: Are you aware of National Accreditation Board for testing and calibration Laboratory?[ ] Yes [ ] No.Who are certified by NABL? ___________________
43
YES26%
NO74%
YES
NO
Question-11: Which are the problems you face during the calibration of the instrument?
[ ] Wrong report [ ] No sticker[ ] Delay[ ] Damage instrument[ ] Others
2 3 6 1
43
01020304050
WR
ON
GR
EP
OR
T
NO
STI
CK
ER
DE
LAY
DA
MA
GE
INS
TRU
ME
NT
OTH
ER
S
Question-12: Approximately how much money you spent for calibration?[ ] Below Rs. 1000 [ ] Rs. 1000 to Rs. 5000 [ ] Rs. 5000 to Rs. 10000
44
31%
20%11%2%
36%
BELOW RS. 1000
RS. 1000 TO RS.5000
RS. 5000 TO RS.10000
ABOVE RS.10000
NOT DOING
Question-15: Why are you not using calibration facility of NCQC?
[ ] High price [ ] Far distance[ ] Bad response[ ] Other
2%19%
0%
79%
HIGH PRICE
FAR DISTANCE
BAD RESPONSE
OTHERS
Question-16: How much importance are you giving to the calibration?
45
9%
40%
33%
11%7%
EXTREMELY
VERY
SOMEWHAT
NOT VERY
NOT AT ALL
46
Conclusion
Summary and ConclusionsThe main research findings for potential of ISO: 9001 &
Calibration shows that:1. There is many misconceptions are prevailing among
rural clients about ISO: 9001.2. Rural market is still in to the awareness stage for ISO.3. Major reason why companies don’t prefer to go for ISO
is their customers never demand for it. So awareness about the ISO in end customer in rural area is also very important.
4. People do not prefer to calibrate until it is not required or very essential. They do not go for calibration as precautionary measure.
RecommendationsRural market will have really great potential as some of the
companies have obtained ISO certificate and lots of companies planning for export and government contract will need to obtain ISO.
Certificates like ISI & ISO they have to calibrate their instruments.
Rural industrialists need awareness campaign like what benefits can be obtained thru ISO & Calibration.
At the same time company can go for brand promotion and sales promotion so that it can get maximum benefit form this potential market.
Rural market needs some time to be more potential. Till then no need to go to rural market is found.
47
Appendixes
Appendix AMARKET RESEARCH FOR
ISO: 9001-IMPLEMENTATION(STUDENT FROM NRIBM (GLS-MBA) COLLAGE)
1. Name of the firm: _________________________________________
2. Address of the firm: _______________________________________
3. Contact person and post: ___________________________________
4. Date of visit: _____________________________________________
5. Product details: ___________________________________________
6. Contact details( phone/e-mail/mobile): ___________________________________________
QUESTIONNAIRE
1. Are you aware of ISO: 9001-2000 international quality management systems? a). Yes b). No
2. Have you heard any service sector company has got ISO: 9001-2000?a). Yes Which? ________________ b). No.
3. Have you heard any of your competitors in your product line had got ISO: 9001 certificates? a). Yes b). No
4. What benefits you are looking for in implementation of ISO: 9001 in your Company?
a). Cost reduction b). Sales Growth c). Market reputationd). Increase in Export/sales to NRI e). System establishment f). Improve Quality g). Win in competitive market h). Establish better control i). Government tender requirement
5. Give priorities from above question from 1 to 9 according to importance.
1. 2. 3. 4. 5. 6. 7. 8. 9.
6. Why do you not opted for ISO:9001 certification in your company?a). More expensive b). Very difficult to get c). More record keeping d). Increase in staff strength e). Not useful in our industry f).Our customer never ask it
7. Are you having any further dream to get ISO: 9001 international certificates?a). With in 3 month b). With in 6 month c). With in 1 yeard). With in 2 to 3 year e). Never
8. Have you heard name of any firm for ISO: 9001 consulting or certification?a). PUNYAM Management (Market Leader) b). BVQI c). KPMG d). Not known
9. Have you heard any things related to PUNYAM Management?a). Having more than 250 clientsb). Market leader in ISO: 9001 and management consultancyc). Having rich experience of 12 to 15 yearsd). Big organization having 20 Engineers and MBAse). Helped more than 20 service sector companies including iNDEXTb
10. Do you want to upgrade skill of your employees in any of the areas listed below?a). Marketing and Sales area b). HRD areac). Establish goal setting and control system d). Growth Management
11. How much you spent in advertising and marketing?a). Below 1 % b). Between 2 to 3 % c). Around 5 %
48
d). Between 5 % to 10 % e). Above 10 %
49
Appendix BMARKET RESEARCH FOR CALIBRATION
(STUDENT FROM NRIBM (GLS-MBA) COLLAGE) Date: ____________
1) Name of the firm: ___________________________________Product Details:___________
2) Address of the firm: _______________________________________
3) Contact person and post: ___________________________________
4) Contact details ( phone/email/mobile):_____________________________
QUESTIONNAIRE
1) Are you aware of calibration of instruments? [ ] Yes [ ] No
2) Why do you think calibration is not important for you?[ ] High cost [ ] Not having awareness [ ] Not required by customers[ ] Having no instruments [ ] Others
3) Which source are you using for calibration purpose? [ ] Internal[ ] External. Which ___
4) Why are you using external source of calibration?[ ] Accurate result [ ] Quality of product [ ] Certificate purpose ( ISO or ISI)[ ] Reliable [ ] Required by customer [ ] Others
5) What benefits you want to achieve by calibration?[ ] Cost Reduction (Energy saving) [ ] Improve product quality[ ] Reduce rework[ ] Improve productivity [ ] Necessary for safety [ ] Time saving[ ] Market reputation during external audit [ ] Others
6) Do you have any fixed time interval for calibration? [ ] Yes [ ] No
When (Month): 1 2 3 4 5 6 7 8 9 10 11 12
7) Where will you prefer for calibration of your instrument?[ ] NABL Accredited Laboratory [ ] Not NABL Accredited Laboratory[ ] No Calibration but give only certificate (Printing Certificate) [ ] Others
8) Which type of instruments you prefer for calibration?[ ] Critical [ ] Frequently used [ ] Accuracy oriented[ ] Production activity related [ ] Process activity related [ ] Laboratory
9) Whom do you know as a leading calibration laboratory in Ahmedabad?
[ ] NCQC [ ] ERTL [ ] National Center For Quality Calibration [ ] Others.
10) Are you aware of National Accreditation Board for testing and calibration Laboratory?[ ] Yes [ ] No. Who are certified by NABL? ___________________
11) Which are the problems you face during the calibration of the instrument?[ ] Wrong report [ ] No sticker [ ] Delay [ ] Damage instrument [ ] Others
12) Approximately how much money you spent for calibration?[ ] Below Rs. 1000 [ ] Rs. 1000 to Rs. 5000 [ ] Rs. 5000 to Rs. 10000[ ] above 10000 [ ] Not doing
13) Have your heard any thing about NCQC (National Centre For Quality Calibration) ?[ ] Market Leader in calibration [ ] NABL accredited laboratory
50
[ ] Provide on site calibration and arranging calibration camp [ ] Dust free, vibration proof, properly illuminated, temperature and humidity controlled environment[ ] NCQC calibration reports are acceptable to all ISO 9000 certifying bodies,
Multinational companies and Govt. Tender requirements [ ] Quick delivery, reliability and cheaper rate
[ ] Free calibration training [ ] Having rich experience of 7 years
14) Do you want any help from NCQC?[ ] Free training on calibration with trained calibration engineers certificate[ ] Personal meeting for discussion [ ] Make annual contract [ ] Other HelpWhy are you not using calibration facility of NCQC?[ ] High price [ ] Far distance [ ] Bad response [ ] Other
15) How much importance are you giving to the calibration?
51
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publication, 7th edition 2004, New Delhi.
2. Chase, Aquilano, Jacobs. “Production Operation Management”. TATA
McGraw-HILL, 8th edition, New Delhi.
3. Cooper D, Schindler P. : Business Research Methods, TATA McGraw
Hill, 6th edition, New Delhi.
4. Kotler P., “Marketing management”, Pearson publication, 11th ed, Delhi.
5. Rao S., “ Handbook for writers and editors”, Ahmedabad Management
Associated, 8th ed, Ahmadabad.
6. Web Site: www.punyam.com
52