COMPANY PROFILE

Ambika Overseas a government of India’s recognised export house is an ISO -

9001 Registered company & a prestigious part of Ambika Group of Industries. The

company is engaged in the production of wide range of hand tools, such as

spanners, pliers, pincers and wrenches etc., conforming to the international

standards and safet norms.

Ambika Overseas is headed by a team of persons having vast technical know how

and worldwide experience in customer relationship and has a modern research and

development wing to develop new items to cope with the changing items. The

company has an excellent infrastructure, including a modern tool room and a well

equipped testing lab.

Ambika Hand Tools are exported throughout the world and the company is

always looking for the new markets. Complete dedication to quality system has

bough this co. International recognition, which is now fully accredited to use “GS

Test Mark on its spanners.

Ambika Overseas is committed to maintain its quality system and would like to

establish a long lasting business relationship with all its customers and will

welcome all valued enquiries for the complete range of hand tools.

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1. Name of the Company : Ambika Overseas

2. Address : Model House Road, Basti

Sheikh, Jalandhar- 144002

E-mail : ambika@jla.vsnl.net.inWebsite : www.ambikaoversead.com

Fax: +91-181-2232387; 2432127

3. Type of organization : Partnership

4. Scope : Manufacturing & Supply of

Hand Tools.

5. Major Production Process : Forging, Machining, Heat

Treatment, Short Blasting,

Electroplating, Painting.

6. Raw Material Used : Carbon Steel, Chrome

Vanadium Steel

7. Sales Set up : Direct from the company.

8. Turnover : Approx. 10 Crores

9. No. of Workers : 800 (approx.)

10. Commonly Spoken Language : Hindi & Punjabi.

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OBJECTIVES OF THE STUDY

Keeping in view significant place in Ambika Overseas has occurred in region and

detailed study with mentioned objective has been undertaken. These objectives are

as follows :-

1. To know about history of the organization, its structure and functioning of

the Ambika Overseas.

2. The quality policy of the company and quality functions.

3. The manufacturing process of the tools in which the company deals.

4. The ISO-9002 elements, which are applied by the company in their quality

system.

5. To know about the various standards come under ISO 9000

DATA SOURCE

The project report is based on information collected from both primary and

secondary data. After a detailed study an attempt has been made to present

comprehensive analysis of functioning of quality system in the company.

1. Primary Sources : Firstly the data is collected through primary source that

is regular visits to factory were made to obtain the required information and

learn about the structure of the organization and routine working of the

industry. Data collected from 40 respondents.

2. Secondary Sources: Annual report, catalogue or other magazines published

by the company from time to time constitute the secondary sources of

information for the project report. So in this way the project is completed in

one month by collecting data both from primary and secondary sources.

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LIMITATIONS :

1. Shortage of time Period : The first limitation comes in my study is

shortage of time period. Time period of one month was too short for

analyzing the long experience, expertisation of persons engaged in

production process and supervision under every step.

2. Hesitation : Generally, intelligent businessmen’s hesitate to give

information regarding there factory. So I felt very inconvenience while

collecting my material regarding topic.

3. Sometimes managers and accountants did not have time to provide

necessary information.

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THEORETICAL CONCEPT OF QUALITY GRADE

1. Meaning :

Quality is a customer and determination, not a producer’s or supplier’s

determination, it is based upon the customer’s actual experience with the

product or service, measured against his or her requirements. Quality is

referred in several ways such as “fitness for use”, fitness for purpose”.

Customer satisfaction. The complete definition of quality as : “The totality

of features and characteristics of a product or service, that bear on its ability,

to satisfy stated or implied needs”.

2. Quality Functions :

An organization produces and markets its products or services through a

series of specialized activities carried out by the several functional

department. The quality system typically applies to & interacts with all

activities pertaining to the quality of products or services. It can be explained

through a quality loop, which involves all phase from initial identification to

the final satisfaction of requirements and customer expectations.

3. Quality Policy :

Quality policy is the overall quality intentions and directions of an

organization as quality, as formally expressed by top management. The

responsibility for and commitment to quality policy belongs to the highest

level of mgt. The realization of quality policy requires the identification of

primary goals for establishing quality objective.

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4. Quality System :

Quality system is the organization structure, responsibilities, procedures,

process and resources for implementing the quality management. The

quality system is documented to ensure that the product conforms to

specified requirements. The quality system normally is documented by

means of a quality manual.

5. Planning for Installation of Quality System :

The installation process is very important part of quality system, it includes

the identification of what needs to be done to meet the ISO 9000 quality

system requirements ? preparing the organization to meet those

requirements, implementing the documented quality system in actual

practice and finally getting the quality system verified and certified by a

qualified certification body.

6. Time Required to Install a quality system :

Time required for installation of quality system depends on several factors

such as existing level of quality management in the organization, the will of

management and personal to adopt the quality system, characteristics of

products, competence and skill of employees, size of the organization,

promptness in taking corrective actions etc.

7. Quality Department :

Quality department is that aspect of the overall management function, which

determines and implements the overall quality intentions and directions of

the organization with regards to quality, as formally expressed by the top

management in it’s quality policy.

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In every organization different- different departments are set to perform or

attain the objectives of the organization by imparting the responsibility and

authority to each department individually.

In Ambika Overseas there is one quality department which performs many

important Tasks according to the objective of study. The head of quality

department in Ambika is Miss. Kiran. Under the supervision all other

qualified engineers worked to attain the objectives this department also does

the auditing of the organization. Various records, which are prepared under

the quality system, are checked by Miss. Kiran and kept under her

supervision in quality department. Other important works performed by this

department are :-

Appointed qualified engineers and supervisors.

Prepared training programs given to employees.

Prepare quality objectives, quality manual and quality policy for the

organization.

Set programs and planning’s for internal quality auditing.

Prepare all required documents related to quality system and then kept

those records safely.

Head of the department supervise the engineers and employees

whether they met with the requirements of ISO 9002 quality

standards.

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QUALITY GRADE IN AMBIKA OVERSEAS

Quality Functions :

Quality functions in Ambika Overseas can be explained through a quality loop.

The Various phases of activities of quality loop include :

1. Marketing

Ambika Overseas believes in fair dealings with its customers. Any sort of

malpractises which breaches the norms of business are strictly avoided.

Ambika overseas does not exploit its customers by over charging them and

the quality is something which has been always superior to this firm.

2. Design & Product Development :

Design control is not part of ISO 9002 therefore it is not applicable in

Ambika overseas. Well product development in an Ambika Overseas is

important part. They instantly change and modify their product according to

the consumer needs.

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3. Procurement : The procurement is done through documented procedures to insure that the

product confirms to the specified requirements. For this the following steps

of evolution and selection of contractors or vendors are under taken :-

i) Selection : The company select vendors and contractors on the basis

of their ability to meet the requirement of the customers taking in

consideration the set standards of quality.

ii) Controlling : After selection, the company exercises control over the

vendors by comparing the available and required material.

iii) Record : The company also maintains the quality records of the

acceptable contractors and these records are maintained thereafter.

4. Process Planning : Then in Ambika Overseas Company production is

planned systematically. The production process is carried under controlled

conditions. Process control is achieved through the following steps :

i) Use of standard work instructions.

ii) Use of define production equipments.

iii) Compliance of standard procedures.

iv) Control of suitable process parameters.

v) Preventing & breakdown maintenance.

5. Inspection : Inspection is of three types which helps in matching the actual

and the standards work procedures.

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i) Receiving Inspection : Ambika ensures the incoming products are not

used until these have been inspected or otherwise verify as per the

specific requirements.

ii) Inprocess Inspection : Ambika inspects the products during production

also so that they are matched with standards.

iii) Final Inspection : Ambika does final inspection that to ensure the

finishied product is manufactured in accordance to standards.

6. Packaging : Finished products are packed and masked as per documented

procedures. In Ambika packaging material is inspected before acceptances.

7. Sales : Ambika receives orders from all over the world systematic channel

and mode of communication through E-mail and fax taxes places. The

custoerms are made contended through anticipated demonstration and cisits.

The goods are transported through shipment.

8. Installation : The update and highly advanced machine are installed in

ambika. The equipments are updated regularly.

9. Technical Assistance : The production process is carried out through

assistance of technical and highly qualified to maintain the standards which

have been set. In Ambika very highly qualified assistance is maintained to

carried out properly the production process.

10. Maintenance : In Ambika every machine is taken up for preventive

maintenance once in a period of six months. Then the capacity of machine

are regularly checks daily checks of cleaning and oiling are made by

operators.

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QUALITY POLICY OF AMBIKA OVERSEAS:

The Ambika Overseas would constantly endeavors to manufacture world class

products to create a long lasting relationship with our international customers

satisfying them in entirely.

Quality objective of Ambika are :

1. To do defect free production.

2. To improve employee skills by qualifying them through continues training.

They are committed to implement and maintain a quality system which is in line

with ISO-9002.

In order to meet the quality objective and implementation of quality police, the

Ambika company should establish on organization in such a way that the technical,

administrative and human factors affecting the quality of its products and services

are under control. The Control can be exercised in Ambika.

Definfing the responsibility and authority of the personal who manage and

verify the work affecting quality.

Identify the verification requirements and provide verification resources and

personal for inspection, testing, production, installation and servicing

activities.

Ambika can appoint a management representative who will have well

defined authority and responsibility for implementation of ISO 9002 quality

system.

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Firstly , the quality manual which provides complete description of quality

management system. It communicates quality policy and objectives of company to

customers and personnel of company. It is the foundation of the system so in

Ambika it is followed properly.

Then in Ambika quality plans are used which define the quality system

requirement for a specific class of products. Then third tier in Ambika is

maintaining quality activities which gives detailed description of a particular job or

process. And, Last tier in Ambika is quality records that is used for recording

quality activities pertaining to design, testing, inspection, survey, audit etc.

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IMPLEMENTING QUALITY SYSTEM IN AMBIKA:

Quality system in Ambika is well implemented. The three major steps in

developing and implementing quality system are :-

1. Training

2. Documentation of quality system

3. Internal quality Audit.

1. TRAINING : well trained personnel are more critical to successful

performance of an organization than any other single factor. Ambika

Overseas has a documented procedure for identifying training needs which

are identified as follow :

a) Induction Training : This training is on the requirements of ISO 9000

standards which is provided to all personal performing activities affecting

quality.

b) Development Training : This training is provided to personal

performance speficifc task. Training effectiveness is evaluated and

further they are qualified on the basis of defined training. Records of

training are also maintained.

2. DOCUMENTATION : Documentation of quality system is the bed rock

for implementing ISO 9000 series of standards. Ambika Overseas has a

documented procedure to control all documents and data relates to the

requrirements of ISO 9002.

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3. Internal Quality Audit : The company has a documented procedure for

planning and implementing internal quality audits. Internal quality audit is

necessary to verify.

i) Whether quality activities and related results comply with planned

arrangements.

ii) To determine the effectiveness of the quality system.

iii) To afford an opportunity to improve the quality system.

iv) To Provides input to management review activities.

In Ambika Overseas Internal quality audits are scheduled in such a manner that

every activity gets audited once in every six months. However depending upon the

status and importance of activity the duration between audits is decreased. Audits

are carried out by personal dependent of those having direct responsibilities for the

activity being audited. Internal quality auditors are trained. Then in Ambika

International the results of audits are recorded and brought to the notice of the

notice personal having responsibility in the area audited. The management

personal responsible for the area take timely corrective action on deficiencies

found during the audit.

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PLANNING FOR INSTALLATION OF QUALITY SYSTEM :

Through the ISO 9000 series of standards in itself provide complete guidelines for

design, development and installment of a quality system in any industrial

organization the installation, process of Ambika company can be broadly divided

into three phases :-

INSTALLATION OF QUALITY SYSTEM

Phase 1 : Preparations for ISO 9000 quality system.

Phase 2 : Implementation of ISO 9000 quality system

Phase 3 : Registration & certification of quality system.

These three, phases has been further sub divided into various activities which can

be performed in 15 steps.

I. PREPARATION FOR QUALITY SYSTEM

Step 1 : Managements commitment to ISO 9000.

Step 2 : Set up an implementation committee

Step 3 : Starts ISO awareness programme.

Step 4 : Conduct status review and prepare action plan.

Step 5 : Develop organization structure for quality management.

Step 6 : Develop quality system documentation

Step 7: Prepare the resource system to meet the requirements of standards.

Then, next four steps comes under the heading of implementation of quality

system.

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II. PREPARATION FOR QUALITY SYSTEM

Step 8:- Implement the documented quality system.

Step 9:- Establish internal quality audit systems.

Step 10:- monitor & stablilize the quality system.

Step 11:- Conduct pre-registration internal audit.

And, at last 4 steps covered under the registration and certificate of quality

system which completes the planning of installation.

III. Registration and certification

Step 12: Apply for registration.

Step 13: Adequacy audit certification body.

Step 14: Compliance audit by certification body.

Step 15: Certification.

I. Preparations:-

Preparation being with the commitment to top mgt. accepting the philosophy of

quality system as per ISO 9000 standards. Following seven step can follow in

preparation plan of quality system in Ambika Company.

Step 1: Management commitment to ISO 9000

Since the responsibility for quality of the product or service supplied by the

organization, always remains with the top mgt., therefore in Ambika Company

the managing representative of the company should make a commitment and

determination for implementation of ISO 9000 quality system in this

organization. It can be demonstrated by:-

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Making the organization people to understand and implement the quality

policy.

Taking appropriate action for establishment and implementation of

quality system.

Not permitting any deviation in quality activities from quality systems

procedures.

Step2: Setup an implementation committee:

The next step to be taken by Ambika Overseas set up an implementation

committee for implementation of quality system and appointing an ISO 9000

coordinator who will co-ordinate all quality system activities. The

committee may have 4 to 6 members selected from various displines such as

quality assurance, purchase, design, production, marketing, personal etc. in

Ambika Oversas ISO 9000 coordinator will work as a mgt. Representative

and have authority for successful implementation of quality system.

Step 3:Starts ISO awareness compaign:

ISO 9000 introduction and implementation in any org. requires a quality

oriented change in attitude of every employee, which can be brought by

bringing quality awareness in personal through seminars, work shop and

training programmes in Ambika company. This awareness programmes held

in Ambika international to communicate the employees of all levels the

purpose of introduction of ISO 9000 quality system, it advantage how it will

work and what will be their role.

Step 4:Conduct status review and prepare an action plan:

In this step Ambika company firstly list out the requirement in terms of what

is needed to install the quality system then upto what extent these

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requirements are being met in the orgabization? Then at last what actions to

be taken to meet the requirements of quality system? In this questionnaires

are prepared and filled by personal pf concerved department.

Step:5 Develop and organization structure for quality management:

In order to meet the quality objectives and implementation of quality policy

a quality management organization is to be designed. In Ambika Company

there is highly quailed and well quality management organization is

designed for controlling the technical, human and administrative factors.

Step:6 Develop Quality System Documentation:

To meet the requirements of ISO 9000 quality system all the elements and

provisions management can be dowmented in a systematic and orderly

manner in the form of written policies and procedures. In Ambika Company

quality system is normally documented by means of a quality manual. The

quality manual states the quality policy and describes the quality system of

an organization.

Step7 : Prepare the system to meet the requirements to standards:

For an effective system it is essential that production activities are carried

out under controlled conditions and process used for production are capable

to meet the products standards.

Therefore effective implementation of quality system in Ambika Overseas,

process technology should be upgraded and processing equipments should

me modernized or repair to make sure that the required level of quality can

be achieved.

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II. IMPLEMENTATION:

Implementation in an organization start with selecting an appropriate quality

system model and ends with verification and certification of quality system by a

recognized certification body.

Implementation mean to applied the various plans and policies for quality

system in an organization. In ambika overseas maily four steps are described:

Step:8 Implementation the documented quality system:

Ambika Overseas involves documented quality system of implementation. It

involves quality related activites as per the quality policies, procedures, work

instructions as defined in quality manual and other quality system, for start of

implementation process in Ambika firstly a date is to be set up for all quality

system. All the personal should be property trained in Ambika before the tasks

to be done to achieve the quality objectives. This process may begin on the

same set by the company in all areas of organizational activities.

Step 9: Establish internal quality audit system:

the quality audit is the key management tool for achieving the objectives set out

in quality policy. In ambika team of internal auditors heads by a lead auditor

should be formed in the organization. The auditors should be trained the

purpose of internal auditing is to determine that various elements with in

the quality system are effective and suitable for achieving the stated quality

oibjectives. In Ambika Overseas audit can be conducted after 4 months of

operating the ISO 9000 quality systems.

Step 10: Monitor and stabilize the quality system:

The implementation of ISO 9000 quality system should be continuously

monitored to ensure that all activities are being performed as planned. In

Ambika Overseas monitoring responsibilities can be distributed to various

functional heads with defined areas of their activities then in Ambika Company

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the observations of monitoring should be regularly received and reported to top

mgt. in permanent and systematic order. Then the periodical audit, appropriate

corrective action can be taken up, to stabilize the quality system.

Step 11: Conduct pre-registration internal Audit:

Then the time comes to registration for quality system certification. So in

Ambika firstly an internal audit of the quality system should be conducted to

determine whether all the requirements of quality system are being met to

quality for certification. This internal audit can be conduct by the quality

auditor of the organization. A check list id prepared by the company for internal

audit during pre-registration assessment of quality system.

Quality System Check list

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Management Policy &

Organization

Applicable to

9001,9002,9003

Status Action to be

taken

Yes No

1. Is there a clear written policy on quality

published

2. Is there an organization for excuting this?

3. Are there defined procedures?

4. Is there a clearly defined organization with

responsibilities stated?

5. Are the Verification steps and responsibilities

defined.

6. Is there assigned authority ?

7. Is there a training programme

Design & Design Applicable to

Change control 9001,9002,9003

Yes No

1. Is there a control system for design and

design changes?

2. Is there manufacturing interface controlled?

2. Design & design Change

Control

Applicable to 9001, 9002 Status Action be

taken

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Yes No

1. Is there a control system for design and design

changes?

2. Have the following criteria been identified:

Safety?

Reliability?

Maintenance?

Review?

Other-specify?

3. Are the above related back to contract or

product/service brief?

4. Does the system control all documentation

including production procedures and end uses?

5. Is there design manufacturing interface

controlled?

6. Is there an approved system for changes?

7. Is there security, back-up, mirror or shadow

processing, or other for changes and updates?

8. Is there traceability?

9. Are all finished products covered by completed

specifications including user instruction.

3. Procurement Applicable to 9001,9002 Status Action be

taken

yes No

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1. Is there a supplier assessment system?

2. A supplier register?

3. Have specifications & standards been identified for

all incoming materials.?

4. Is there requirement with supplier on quality

5. Management procedures?

6. Are there performance records?

7. Are suppliers experted to conform to ISO 9000?

8. Is there documentation systems?

9. Is there traceability and identification

4. Procurement Applicable to 9001,9002 Status Action be

taken

yes No

1. Is there formally reviewed with customer?

2. Is contract reviewed with customer brief?

3. Do advertising promise constitute contact of brie?

4. Are Promise bring met?

5. Are Capacity and equipment capable of meeting

contract requirements.

5. The quality system Applicable to 9001,9002,9003 Status Action be

taken

yes No

1. Does the system confirm with the requirement of

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the relevant standards?

2. Are there written procedures?

3. Are there relevant controls?

4. Is there proper quality audit system?

6. Documentation

Control

Applicable to 9001,9002,9003 Status Action be

taken

yes No

1. Is there quality manual controlled including all

issue and page updates?

2. Are all documents including procedural manuals

and work instructions controlled?

3. Is all documentation available where needed?

7.Production Applicable to 9001,9002,9003 Status Action be

taken

yes No

This will very so greately from company to Company that

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one should construct one’s own checklist based on the

following:

1. Write down every elements of the app. Standard on

process, traceability, and production.

2. Ensure that the following steps are covered:

Complete documented procedures, Drawings, parts

explosions, diagrams, setting instructions, model,

patterns, preference models.

3. Ensure that app. Instructions are in the relevant

places-manuals per unit, instructions in plastic

envelops provided at each operation position.

4. Ask yourself what the inspector will seen on the

walk-about?

5. Ask yourself whether all necessary controls and

inspection points are manned any documented?

6. Is there a system for pass, in doubt or fail?

8.Inspection and test Applicable to 9001,9002,9003 Status Action be

taken

yes No

1. Is there a procedure for inspection on incoming material?

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2. In non-conforming material controlled?

3. Where traceability is required, is the clear at the inspection

stage?

4. Have inspection staff authority to release and prevent

release?

5. Is there in-process inspection or nonitoring in accordance

with the quality plan and documented procedures?

6. Does corrective action halt faulty tands, allowing avoidance

of non-conformance and removal of the fault?

7. In non-conforming material identified segregated of fault?

8. Are the holding, quarantine areas proper controlled?

9. Are there final inspection, double inspection on patrol

inspections?

10. Is there a specification or standard against which final

inspection is made?

11.Have inspectors authority to refuse release non-conforming

products?

12.Is there a system for segregation, return re-work, scrap of

non=conforming products?

13. Are re-worked items inspected?

9.Inspection measuring &

Test equipment

Applicable to 9001,9002,9003 Status Action to

be taken

yes No

1. Is there an inventory of all equipment?

2. Is there a system of calibration against documented

procedures?

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3. Are reference standards traceable to external standards and

external calibration?

4. Is there a maintenance system and plan for equipment?

5. Is equipment labeled for frequency of check and calibration?

6. Are non-conforming piece of equipment controlled?

10.Handling, storage

and delivery

Applicable to 9001,9002,9003 Status Action be

taken

yes No

1. Are all areas-stores, production, non-conforming items, finished

goods-clearly segregated and controlled?

2. Are all items marked in accordance with the above status?

3. Can handling methods damage the products?

4. Are items exposed to theft or malicious damage?

5. Is an item controlled from final inspection to acceptance by the

customer?

6. Is there a feedback mechanism?

So in this way all thirteen elements are set and then the questions are set regarding it.

III. REGISTRATION AND CERTIFICATION:

Registration is the act of being recorded as having achieved the ISO 9000

system, whereas certification is the procedure and action a duly authorized

body of determining, verifying and attesting in writing to the qualification of

quality system in accordance with the applicable ISO 9000 standard.

In Ambica Overseas after establishing and operating the quality system

then it to be verified and certified by an independent certification body

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that is by an outsider body. There are fours steps in relation to

registration and certification are:-

Step12: Apply for Registration:

Every country has one or more recognized certification agencies. In India

bureau of Indian standards is a qualified process starts with the submission of

an application along with the following documents.

Application Performa: It is supplied by certification body. In this the

company filled up it’s location, product details, type of certification

needed, the existing standards applicable to company, the name and

designation of mgt. representative, organization structure, size of

compant etc.

Questionnaire:- In this they ask more information the quality mgt.

practices of the company.

Quality System Documentation: These are quality manual and quality

procedures bring set up in the company.

Registration Fee: it is prescribed amount of fee to be deposited at time

of registration by company.

Step 13: Adequacy audit by certification body:

Then the audit is done in the company at regular intervals. It is made by the

certification agency’s auditor to get to know the applicant organization, thrie

physical location, verification of quality system and to make the assessment of

audit content for audit preparations and planning. In Ambika Overseas auditing

is done by outside certification body after the internal of six months.

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Step 14: Compliance audit by the certification body:

This is also a audit by certification body. In Ambika the audit is dine to

determine the extent to which the documented quality system is implemented

and observed by the organization personal. In Ambika a team of auditor visit

after interval of every sis months the clients, quality system and perform the

audit in following sequence, opening meeting assessment, closing meeting and

submission of assessment report all is done in Ambika Overseas.

Step 15: Certification:

Then based upon the findings of auditors and their final recommendation an

ISO 9002 quality certificate is issued by the certification agency to the Ambika

company if the organization fails to maintain the quality system the certificate

may be drawn or suspended by certification body.

Thus from above mentioned fifteen steps under preparation implementation

and registration which explains the installation of quality system in Ambika

Overseas.

KEY ASPECTS OF A QUALITY SYSTEM IN AMBIKA OVERSEAS

Quality and customer satisfaction are the most important objectives of Ambika

Overseas. In Ambika there are three key aspects of a quality system:-

1. Management responsibility

2. Personal and material resources.

3. Quality system structure

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This structure shows that customers is focal point of the quality system. The

customer satisfaction can only be assured when there is perfect harmony of

interaction between the management responsibility, the personal and material

resource and quality system structure.

In Ambika Overseas firstly mgt. takes responsibility for establishing a policy

for product quality and customer satisfaction. For clearly met with objectives

the ambika can prepare five major decisions regarding mgt. responsibility:-

Stating the quality policy

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Define the quality objectives

Assign quality responsibility

Provide required personal and material resources

Conduct periodical review.

The material resource required for ambika oversea include:-

Equipments, store transport, testing facilities supervision progrramme, operational

and technicial documentation etc. and at last quality system structure of ambika

overseas consistes of four main operational elements.

Marketing Process.

Design Process

Delivery Process

Performance analysis improvement.

MANUFACTURING LIFE CYCLE OF AMBIKA OVERSEAS.:

Ambika Overseas mainly deals in following Hand Tool Products:-

1. Spanners

2. Pipe wrenches

3. Water pump plier

4. Hammers32

5. Vices

6. Carpenter tools

7. End cutting nippers

8. Garden tools

9. Leather products.

Those products are further divided on the basis of their size and shape. But

Ambika Overseas mostly manufactured four products:-

1. Spanners

2. Water Pump Plier

3. Tower Pincer

4. Slip joint plier.

QUALITY CONTROL IN AMBIKA OVERSEAS:-

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In Ambika Overseas three type of testing are done at manufacturing stage of

products:-

In Ambika Overseas first testing is done by executed a programme for error

correction in quality control system and secondly verification is done in simulated

environment and at last validation which is done in real environment that is where

actually the manufacturing process is bring done.

MANUFACTURING PROCESS OF HAND TOOLS:

1. Forging:- Firstly long carbon steel and chrome vanadium steel rods are

forged which means these are cut in to shapes of a product like spanner

(Photo.)

2. Trimming: After forging the extra material cut down from the product this

process is known as trimming. The extra material is cut down with the help

of machine installed in factory.

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3. Grinding: Then after that grinding is done which means the product is given

in its actual from like if there are holes in tools then they are made with

grinding.

4. Barreling:- Then the products are put into barraling process. That products

is heated into the fire with barreling with the help if barreling the product

being improved. It makes very strong so that whenever it is used to open any

then it will not braked.

5. Shot Blasting:- It is surface treatment. In this the product is cleaned after its

trimming griding and barreling.

6. Initial Fitting:- Then after that the fitting of a product done. Of the product

is wrenches then its all parts are combined together to form a full product.

7. Machine Shop:- In machine shop the all parts of a products are comes and

then make them combined.

8. Heat Treatment: Then after that final heat treatment is given for hardening

the product.

9. Electroplating: Then on a product a black plating is done. If there is

spanners then a steel plating is done on the product. Then after its inspection

it is ready for sale.

10.Assembly: In assembly shop all other product are assembled.

11.Black Burnish: It is not done all the products but where it is necessary like

in wrenches. If is to be done black polishing on the products.

So above mentioned is the manufacturing process of hand tools. So in Ambika

Internal at every shop of maufactuing the work is done under supervision so that

the requriemnt of quality system ISO 9002 can be met. There is one supervision

every shop of manufacturing the work is done under supervision so that the

35

requirment of quality system ISO 9002 can be met. There is one supervision under

very step which helps in ensuring the quality of production process.

INTRODUCTION TO ISO 9000

36

One of the most common objective of every organization, whether large or small,

engaged in production of goods or service is to attain excellence in its economic

performance. The good economic performance is most essential for survival and

growth of any organization in the highly competitive circumstances of today, then

the single most important factor which leads to good economic performance of the

organization is, the Quality of its products.

1. What is ISO?

International organization for standardization (ISO) is a world wide federation

of national standards bodies, having its head quarter at GENEVA in

SWITZERLAND. The objective of ISO is to promote the development of

standardization and related activities in the world with a view to facilitating

international exchange of goods and service and countries represent as ISO

member body and get involved in formulation and approval of international

standards.

2. What is ISO 9000?

ISO 9000 is a series of 5 international standards for quality management and

quality assurance systems which can be adopted by all types of organization

producing goods, service or software. These standards are generic, not specific

to any particular product and can be used by manufacturing and service

industrial alike.

ISO 9000 standards tells produces and supplies the requirement of a quality

oriented system, it defines the basis disciplines and specifies the procedures and

37

criteria to ensure that the output of the organization consistently meets the

customers requirements

ISO 9000Provides for development of

Quality system achieve: Quality of products and

Service Customer satisfaction.

3. ISO 9000 Series of Standards:

A series of 5 international standards on quality management and quality

assurance.

.

4. Quality Management System:

Primary objective of any company is to produce a quality product or service which

should meet the well defined needs, satisfy customer expectations, conforms to

applicable standards, available at competitive price and provides

Good profit to the company. These can be achieved through a quality management

system.

38

1. ISO 9000 : Selection & Use

2. ISO 9001 : Design/Development

Production, Installation & Servicing

3. ISO 9002 : Production & Installation.

4. ISO : Guidelines on quality management

& quality assurance

A quality management system organizes overall activities of the company in such a

way that the technical, administrative and human factors affecting the quality of its

products or services are under control. All such controls are oriented towards the

reduction, elimination and most importantly starts with identification of customer

needs and quality requirements and ends only when the products has been placed

in the hands of customer who remains satisfied. The quality management system

guides the coordinated actions of people, machine and information to achieve the

quality objectives. Thus ISO 9000 standards are intended to develop and establish

a quality management system to accomplish the qualitu objective of the company.

5. MAJOR ACTIVITIES OF QUALITY MGT.

Then at last after auditing make product development policy that is provided

innovation and improvement in products in the basis of customers feedback.

39

6 ELEMENT OF QUALITY SYSTEM:

Quality System For Design, Development Producing, Installation servicing has

twenty elements, which has to be established and complied of, for ISO 9002,

eighteen requirements are to be met and for ISO 9003, twelve requirements are to

be met , ISO 9004 provides guidance for development and establishment of there

elements.

*Applicable NA not applicable

ELEMENTS APPLICABLE TO VARIOUS STANDARDS

S.No. Elements ISO 9001 ISO 9002 ISO 9003

1. Management Responsibility * * *

2. Quality System * * *

3. Contract Review * * NA

4. Design Control * NA NA

5. Document Control * * *

6. Purchasing * * NA

7. Purchase supplied product * * NA

8. Product identification & teraceability * * *

9. Process Control * * NA

10. Inspection & testing * * *

11. Inspection, Measuring & test

Equipment

* * *

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12. Inspection & Test Status * * *

13. Control of Non-Conforming

Products

* * *

14. Corrective Action * * NA

15. Handing, Stroage, Packaging * * *

16. Quality Record * * *

17. Internal Quality AUdits * * NA

18. Training * * *

19. Servicing * NA NA

20. Statistical Techniques * * *

7. Three Models:

Stage

Model

Design/

Development

Production Installation Servicing

ISO 9001 Demonstration of capabilities in design, development, production

installation & servicing.

ISO 9002 Demonstration of capacities in production and installation.

ISO 9003 Demonstration of capability for inspection and test to final product

8. ISO 9000 STANDARDS FOR INDUSTRAIL ORGANIZATION:

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When an industrial organization decides to adopt ISO 9000 then it must decide

which of the three quality assurance models will be most appropriate to the

activities and output of the organization.

The international standard ISO 9000 provide guideline for selection of the

appropriate model for various types of organizations. For selection of a model the

help of the following decision tree can be taken:

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ISO 9001: It is adopted by those organization who need to assure their customers

throughout the completer cycle including design, development, production,

installation and service. This is the most comprehensive and complete standard.

ISO 9002 : It is adopted by those organization who need to assure their customers

that conformance to specified requirements is met during the production stages.

This quality system aimed primarily at preventing and detecting any conformity

during production and installation and implement the means to prevent its

recurrence. This is most commonly used standard in manufacturing organizations.

ISO 9003 : For use when conformance to specified requirements is to be assured

by the supplier solely at final inspect on and test. Thus this requires demonstration

of supplies capability to detect and control the disposition of any product non-

conformity during final inspection & test. This standard is generally used by small

shops, distributors within an organization. This is least used model.

9. PURPOSE :

The purpose of ISO 9000 standards are :

a) To clarify the distinctions and inter relationship among the principal quality

concepts or objective of the organization.

b) To provide guidelines for the selection and use of a series of international

standards on quality systems.

10. BENEFITS OF ISO 9000 :

Adoption of ISO 9000 standards by an organizations provides several benefits of

ISO 9000 standards are :-

1) Customer Orientation : ISO 9000 meets the customers requirements by

providing quality products or services to satisfy the customer needs.

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2) Marketing Advantage : ISO 9000 certified companies are accepted by all

customers, which helps in better marketability of the company’s products

and services in national and international market place.

3) Confidence Creation : ISO 9000 creates confidence to mgt. To deliver the

quality products and confidence to the customer about the capability of the

company improves morale of the employees.

4) Consistency in Quality : ISO 9000 helps to maintain consistency in quality

of products or services. Any non-conformity or deviation is immediately and

appropriate corrective action is taken.

5) Legal Aspect : It is legally accepted by several countries. It eliminates

products liability disputes by ensuring the delivery of only conforming

products from the factory.

6) Productivity Improvement : ISO 9000 results into improvement of

productivity of the organization by effective utilization of material, technical

and human resources.

7) Improves Financial Performance : By reducing the quality cost and

improved productivity, financial performance of the company improves.

Better return on investment is achieved.

8) Brings Clarity : It defines the job specification, delegates authority,

identifies responsibilities of each employee, which brings clarity in working.

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APPLICATION OF ISO -9001 IN AMBIKA OVERSEAS

1. Management Responsibility : The first element is mgt. Responsibility

which is fully applicable in Ambika overseas. It is responsibility regarding :-

Development & statement of quality policy.

Defining the quality objectives.

Development, establishment and implementation of a quality system.

2. Quality System : Quality system includes quality loop i.e. quality functions.

It involves all phases, from initial identification to final satisfaction of

requirements and customer expectations. All the quality functions in Ambika

properly laid down or performed.

i) Marketing

ii) Design

iii) Procurement

iv) Process Planning

v) Production

vi) Testing & inspection

vii) Packaging

The structure of quality system is properly laid down in Ambika Overseas. Firstly

the quality responsibilities and authorities are identified, then organization

structure is to be established, then personal and material resources are provided for

achievement o quality objectives and at last operational procedure for control of

quality, system is to be formulated.

3. Contract Review : The contract review is prepared in Ambika Overseas by

managing representative. In each contract is reviewed by the Ambika to

ensure the:-

Purchase needs45

Any requirement differing from tender.

Then M.R. meet the contractual requirements.

4. Design Control : The purpose of design function is the translation of

customer needs from product brief into specifications for materials, process

and products. In Ambika process the product is designed in such a way

which provides customer satisfaction at an acceptable price which further

gives satisfactory return on investment to the company. While designing a

product the Ambika Company clear in its mids the safety, performace and

reliability of a product.

5. Document Control : To meet the quality system requirements, the Ambika

Overseas maintained various types of document like quality manual,

procedures, plans, forms, records, books, files, test certificate etc. these

quality system document in Ambika Overseas should be controlled at its

issue, distribution and administration stage.

46

6. Purchasing : The purchased material, components and sub assemblies

become the part of company’s final product and therefore directly influence

the product quality. In Ambika overseas firstly the purchasing procedure

should be planned by assistant managing reprehensive. In this they select

competent vendor, provide complete purchase specifications and verify the

purchased items.

7. Purchased supplied Products : After purchasing the supplied products the

supervisor in Ambika overseas checks the products upon its quality, its

identity and detect any demage in transit. Then its proper storage,

identification and use of material and performance of final product is all this

prepared by supervisor. Then supervisor in ambika gives information of

assistant managing representative that he has received right material from

purchase as per contract.

8. Product Identification : After the product is placed at its particular place a

identification is given to the product for its location. In this ambika overseas

set following question regarding product identification. Provide marking or

tagging on products.

Provide marking or tagging on products.

Provide identifiers for tools, batches.

Provide identifies for persons who perform the work.

9. Process Control : The desired product quality can be attained by effective

process control to present non conformities at various stages of process. This

element is also applied by Ambika international regarding their quality

system.

Identify the control critical characteristics of products.

Monitor & control critical characteristics by appointed qualified staff.

47

They identify the critical features of product which affect the quality

& continuously monitored & controlled them until its removement.

10. Inspection & Testing :- Inspection & testing of material is also very

necessary. In Ambika International inspection is done at every level or at

every stage of its product before reaching at its final stage or before

dispatch. There are also some points regarding inspection in Ambika.

Verify at receiving stage i.e. receiving raw material.

Conduct in process inspection & tests.

Maintain all test records.

11. Inspect, measure & test equipments :- This is regarding the inspection,

measurement & test of equipment used in production process. Because these

equipments are the main sole on which quality system depends. They

maintain proper procedure for measuring, select suitable measuring

equipment etc.

12. Control of non conforming products : Non conformity is the absence of

one of more quality characteristics from specified requirements. In Ambika

overseas :

Non conforming items are identified.

Then they evaluate & review the nature of non conformity.

Then they decide how to dispose off in Ambika.

13.Corrective Action:- Whenever any non-conformity is find is the process of

production the Ambika company can take corrective action to prevent its

recurrence. The Ambika international can:-

Investigate the cause of non conformance

Initiate preventing action

Control the corrective action

Record changes to prevent recurrence

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There are main cause which result into non-conformities failures,

malfunctions, deviations, in incoming material, tools, equipment etc. in

which material is handle, stored, tasted etc.

14.Handling, storage, packaging & deliver:- The handling storage, packing &

delivery planning of Ambika International is very good. Proper handling is

done of the material to prevent them from damage, deterioration or

contamination. There is proper & big store for storage of final or finished

products under good supervision department. The packing of hand tools are

also very good. The delivery of goods are done through shipping.

15. Quality Records:- The Quality management system requires sufficient to be

maintained to demonstration achievement of required quality. The Ambika

International prepare all quality records which helps to know about the smooth

functioning of company & also provide evidence that quality system elements

falling with in the requirement of ISO 9002 have been implemented. The

commonly used quality records are inspection reports, test data, test data,

validation, reports, audit report, material review reports, quality cost report etc.

16. Internal quality audit:- Quality audit is a systematic & independent

examination to determine whether quality activities & related results company with

planned arrangements. As the name specified internal audit, it is done by the

management of company himself to verify whether the various elements of quality

system are effective & suitable in achieving quality objectives. In Ambika

International internal audit is done by collectively management representative &

managing director & then follow up action can be carried out if here is any defency

in the documented procedures.

17. Training:- The training of the personal an org. is central to the achievement of

quality. In Ambika International training is given to improve their specific skill &

49

to increase their quality awareness. The appropriate records for training are also

maintained & qualified person are appointed to impart training is given on the

requirement of ISO 9000 stadards & development training is provided to perform

specific task.

18. Statistical techniques:- And the last element falling within the requirement of

ISO 9002 in Ambika International is statistical techniques. In ambika various

statistical techniques are used for verifying the acceptable of process in good

manner. The various statistical techniques are verifying the acceptability of process

on good manner. The various statisitical techniques are:-

Collection of Data

Analysis of data

Draw inference

Take appropriate action

The use of statistical methods may be beneficial in a wide range of

circumstances, including data collection, analysis & application.

Thus in this Ambika international satisfy all the elements of ISO 9902

ANALYSIS OF THE STUDYDuring survey in the response to my questionnaire by the employees. I observed

that Ambika Overseas provided many welfare facilities and provide labour

50

security scheme to many employees on the basis of response, which is given, by

the employees, I made clear study and my study is as follow:-

Are You aware of ISO Grade?

Response No.. of Respondent %

Absolutely 4 10%

Somewhat 24 60%

Not at all 12 30%

INTERPREATAION:

51

Above Figure shows that 60% of respondents have knowledge above ISO grade.

However only 10% employees know absolutely about it. Further 10% employees

know absolutely about it. Further 30% of employees have no knowledge about it.

More of the employees have knowledge although not absolute. It may be due to

reason that employee are properly involved in implementing companies policies

regarding quality assurance.

Are you satisfied with the quality policy of Ambika Overseas?

Response No. of Respondent % of workers

High Satisfied 4 10%

Satisfied 10 25%

Unsatisfied 10 25%

Indifferent 16 40%

52

Interpretation:

Above diagram shows that 10% of employees are highly satisfied, 26% of

employees are satisfied whereas 24% are unsatisfied. Further 40% of employees

are indifferent from the quality of Ambika Overseas.

Most of employess are indifferent regarding the quality policy. It may be due to the

reason that employess are mainly concerned with their work. However literate

employees are fully satisfied with the quality policy.

Is the installation of quality effective in Ambika?

Response No. of Respondent % of employees

Yes 24 60%

No 16 40%

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Interpretation:-

Above data conceals that 60% of employees agree that the quality in effectively

installed. However, 40% of employees disagree with this fact.

Major portion of employees state that the installation process of quality is effective

in Ambika overseas. It may be due to the reason that policies framed regarding the

installation are strictly laid down and followed.

Is there any workers participation in Management?

Response No. of Respondent % of Employee

yes 28 70%

No 12 30%

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INTERPRETATION:

Above data reveals that 70% of employees participate in management decision

through may be through their representatives. However 30% do not participate.

Some worker do not participate in the management it may be because they are

casual workers.

Has suggestion made by you any practical impact on quality level?

Response No. of Respondent %age of employees

Yes 28 70%

No 8 20%

Can’t Say 4 10%

55

INTERPRETATION:-

Data collected clearly shows that 70% of employee believed that the

suggestions made by them have practical impact while 20% disagree

with this fact. However 10% has no knowledge regarding it.

Suggestion made by lower level mgt. have practical impact. It may be

due to the reason that the production process is actually carried or by

them and they have more knowledge regarding the quality improvement.

What wage system is followed in the organization?

Response No. of Respondent % of employees

Price rate system 0 0%

Time rate system 8 20%

Incentive 32 80%

56

INTERPRETATION:

Data collected reveals that 80% of employees get wages according to incentive

system while 20% get according to time rate system.

Major Portion of employees get incentive, because the quality can be improved by

motivating the Employees.

How quality standard are assured?

Response No. of Respondent % of Employees

Strict 36 90%

MBO 0 0%

Advance communication 4 10%

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INTERPRETATION:-

Data collected reveals that quality is mainly stressed at the time of production

process. While purchasing the quality of raw material is also taken into

consideration. However less marketing is given 3rd rank & packing is given 4th

rank.

Is there any grading system for worker also?

Response No. of respondent % of employees

yes 40 100%

No 0 0%

58

Interpretation:

Above table shows the worker are also classified according to their nature of work,

i.e. there is a grading system followed for worker also.

FINDINGS & SUGGESTIONS

Findings:

While taking training in Ambika International. I have found mainly following

points:-

1. It has been found that products while are manufactured are—spanners, pipe

wrenches, prices, pliers etc., each product have its own manufacturing

process. The raw material used in all these products are carbon steel &

chromes vanadium steel.

2. Then knowing about the quality system of Ambika International. It was

found all quality functions are known to me like Marketing, Design of

product, Procurement, process planning, production, inspection etc.

59

3. Then installation of quality system was analyses which gives the

requirements of ISO 9002, the main points in installation are planning,

implementation & registration. It covers mainly 15 steps under installation.

4. To solve the electrical problem there are 3 high power generator installed.

5. The company is progressing during the last few years because there is no

shortage of any raw material, not any employees problem. so it is has

standard of ISO 9002 which implies that this company met with

requirements of quality management system.

6. This is mainly exporting industry. It exports all its hand tools. So it helps the

govt. or our country to exporting goods to several countries & with the

foreign exchange for our country.

7. For avoiding the wastage of time by employees each work or job is divided

into different department of different jobs. Like in Ambika International

there is firstly forging department, then trimming, then shop department,

assembly, oiling department are under the control if highly qualified

supervisor which knows about the quality policy objectives of the company

& helps the employee in improving the quality of products.

8. At last it was found that Ambika International provides fods bags & its

proper packing or products to the customers. It provides various leather

products to customers which provides safety while using the tools.

So there services provide by Ambika International increase the sales of this

company & its good behaviors also helps in increasing the sales.

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SUGGESTIONS:

1. Like Ambika is a competitive company & has grown from last few years but

if they give proper attention for manufacture of traditional as well as non-

traditional items, they will increase their profits.

2. Proper advertisement should also be made through good medical

advertisement which helps in increasing the demads of products of the

company.

TOP SECERT

Quality is essential for survival & growth of any organization.

But,

61

Survival is not compulsory for every organization.

For every organization?

Choice is his own:

Survive or vanish?

ConclusionAn overview of quality system.

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QUESTIONNAIRE

Q.1 Are You aware of ISO?

a) Absolutely …………..

63

b) Somewhat …………..

c) Not at all ……………

Q.2 Are you satisfied with the quality policy of Ambika Overseas?

a) High Satisfied ……………

b) Satisfied ……………

c) Indifferent ……………..

Q.3 Is there installation of quality effective in Ambika overseas?

a) Yes …………….

b) No …………….

Q.4 Is there any workers participation in management.

a) Yes ……………

b) No ……………

If No, then why………………………………………………………….

If Yes, to what extent……………………………………………………

Q.5 Has suggestions made by you and practical impact on quality level?

a) Yes ……………

b) No ……………

c) Can’t Say …………….

Q.6 What wages system is followed in the organization?

a) Price rate System ………….

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b) Time Rate System ………….

c) Incentive ………….

Q.7 How quality standard are Assured?

a) Communication in advance …………..

b) Strict supervision …………..

c) MBO …………..

d) All of above …………..

e) None of these …………..

Q.8 Is there grading for workers also?

a) Yes …………..

b) No ……………

Q.9 Give your valuable suggestion that can be effective to increase your

contribution for quality enhancement……………………………………..

Thanks for participating in the survey

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