project jusco

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1

A PROJECT REPORT

ON

QUALITY ASSURANCE

SUBMITTED TO

MAEER’s MIT SCHOOL OF BUSINESS

BY

SUDHANSHU KUMAR

Roll No. 301460

Batch No.30th

IN PARTIAL FULFILLMENT OF

POST GRADUATE DIPLOMA IN MANAGEMENT (PGDM) –

MARKETING

2012-2014

MAEER’s MIT SCHOOL OF BUSINESS

PUNE



CONTENTS

Acknowledgement 3 Company Profile 4

Vision 5

Mission 5

Values 5

Purpose Statement 5

Quality Policy 6

Business 7-10

Water and waste water management

Power Distribution

Engineering Constructions

Solid Waste Management & Public Health

Role of Quality Assurance Department 11

Objective of the Project 11

Research Methodology 12-51

Primary data

Secondary data

Theoretical Background 52-53

Analysis 54-58

Findings 59

Recommendations 60

Conclusion61

Bibliography 62



ACKNOWLEDGEMENT

The success of any project depends largely on the encouragement and guidelines of many others.

I would like to take the opportunity to express our gratitude to the people who have been

instrumental in the successful completion of this project.

I wish to sincerely acknowledge the support received from Mr. Gaurav Anand( Sr. Manager of

Quality Assurance department) for collating the data.

I would like to show my gratitude to S.N.Thakur for giving me the opportunity to work on this

project.

I was able to observe the present state of the Quality of Service provided by JUSCO and wasable to differentiate between the theoretical and practical application of the Quality Assurance

methods.



COMPANY PROFILE

TATA Steel

Tata Steel was established in 1907 as Asia's first integrated private sector steel company, TataSteel, with the recent acquisition of Corus in 2007 is the world’s sixth largest steel producer.

The Tata Steel Group, as a combined entity, has geographic footprints in India, South East Asia,

UK and Europe with an aggregate crude steel production capacity of around 28 million tons

having approximately 82,700 employees across the four continents. Tata Steel’s mines, collieriesand Jamshedpur works are ISO 14001 certified for environment management.

The company’s Jamshedpur steel works along with its Ferro Alloys and Minerals Division, have

been conferred the SA 8000 certification for work conditions and improvements in theworkplace – the first in the world.

Tata Steel which has also set benchmarks in the fields of corporate social responsibility and

corporate governance firmly believes in improving the quality of life of its employees and the

communities it serves.

Jamshedpur Utilities and Services Company (JUSCO)

In a first of a kind initiative in India, the Jamshedpur Utilities and Services Company (JUSCO)

was carved out of Tata Steel from its Town Services Division in 2004. In JUSCO, the steel major

reposed nine decades of experience and expertise. The mandate for JUSCO was to convert anobligatory service into a customer focused sustainable corporate entity.

Jamshedpur Utilities & Services Company is today India’s only comprehensive urbaninfrastructure service provider. A Tata Enterprise, its services focus on the Tata Group Purpose

“to improve the quality of life of the communities we serve”.

The Group purpose is reflected in JUSCO’s Mission of providing “quality services for life”. Its

services include water, power, infrastructure, public health and horticulture services. JUSCO

works alongside civic bodies, large and small industries, local government bodies, communitiesand individuals to deliver value through sustainable solutions.

The Company believes that a clear sense of the Tata Values and Mission allows it to achieve

immense clarity on its role for the future. JUSCO intends to rise to the challenge of meetingIndia's need for infrastructure development in a sustainable manner by anticipating and

addressing the country's growth needs such that the ability of future generations to meet their

own needs is not compromised.



VISION

Company shall be the provider of best value infrastructure and utility services.

MISSION

Build a process and knowledge driven enterprise where a team of happy and empowered

employees creates best-value through:

Care for Customer

Culture of Excellence and Improvement

Commitment to Safety and Environment

Concern for community

VALUES

Integrity

Excellence

Responsibility

Understanding

Unity

Agility

Purpose Statement

The purpose of the TATA group is to improve the Quality of Life of the communities they serve.

They do this through leadership in sectors of national economic significance to which the Group

brings a unique set of capabilities. This requires to grow aggressively in focused area of

business.

The company heritage of returning to society what they can earn evokes trust among consumers,

employees shareholders and the community. This heritage is being continuously enriched by theformalization of the high standards of behavior expected from employees and companies.

The TATA name is a unique asset representing Leadership with Trust leveraging these asset to

enhance Group synergy & becoming globally competitive is the route to sustained growth andlong term success.



QUALITY POLICY

JUSCO will always try to improve the Quality of life of communities it serves. Company is

delights their customers by providing them superior product quality & efficient service delivery.

Company tries to upgrade the competencies of their employees to face new challenges.Continuous improvement will be the guiding principle for all their activities.

This policy will form the basis of establishing & reviewing the Quality Objectives.



BUSINESSES

WATER & WASTE WATER SERVICES

Jamshedpur Utilities & Services Company provides comprehensive services in the supply of

water to both industrial and domestic customers. Companies range of services cover operations& maintenance of the entire water cycle from intake to treatment, conveyance and distribution. It

integrate this service with capabilities such as asset management activities, GIS, billing,

collection and Non Revenue Water reduction programmes. The Company was formed in 2004and we have since ventured beyond Jamshedpur to create new facilities in water across the

country apart from modernizing and maintaining existing ones.

Services offered

Operation and Maintenance of Water Treatment Plants Sewage Treatment Plants,distribution networks.

Build new Water Treatment Plant and Sewage Treatment Plant on EPC or BOOT basis.

Technical and Management support to improve performance of the Water TreatmentPlants, Sewage Treatment Plants and Distribution Systems.

Control of Unaccounted for Water (UFW) or Non Revenue Water (NRW).

Creation of 24 x 7 municipal water supply systems.

GIS for asset management including updating of existing drawings.

Customer support services including call centre facilities for prompt handling of

complaints.

POWER DISTRIBUTION

The Power Services Division is responsible for the purchase, sale and distribution of electricity;augmenting and maintaining the power distribution infrastructure; as well as for municipal and

town management functions in its service area.

Year after year, JUSCO uses state-of-the-art technology and processes, proactively maintains

and upgrades equipment, to enhance its efficiency. The knowledge and expertise of its engineers

and people, as well as a culture of excellence, allows it to maintain high quality power supply at possibly the lowest tariff in India. All of these contribute to making it one of the country’s most

efficient power utilities.



c. DESIGN AND TOWN PLANNING CONSULTANCY

The Company follows urban planning practices that ensure a perfect balance betweenland used for housing, roads and open spaces.

JUSCO’s experience in design and town planning is represented through a well laidout, clean, green city. It keeps pace with growing civic needs of the people by

continuously assessing, controlling and guiding the urban growth.

Town Planning Consultancy:

JUSCO has in-house facilities to respond to a variety of physical planning solutions,including land use plan, structure plan, site plan, landscape plan, urban design, as well

as comprehensive development plans forurban areas.

Design Consultancy:

The Company translates customer needs into Architectural and Structural designs,

while ensuring that the requirements are fulfilled functionally, aesthetically and

technically at the most economical costs.

d. TOWNSHIP MANAGEMENT

The need for urban infrastructure and the business of managing townships will experiencequantum growth in India and other developing countries as industries set up production facilities

or create Special Economic Zones. JUSCO offers Town Management Solutions to existing and

new industrial centres and townships. Having managed a township for almost a century, JUSCOintends to deploy this expertise to offer sustainable solutions in three principle categories:

Integrated Maintenance.

Civil Maintenance.

Electrical Maintenance.



MUNICIPAL SOLID WASTE & PUBLIC HEALTH

Solid waste management has become a major environmental issue in India. For ensuringsustainable solution to this problem, MSW-Mgt & handling Rules 2000 were enacted with

obligatory requirements for improvement in MSW management infrastructure in cities across the

country. Taking an early initiative, JUSCO has put in place the expertise and skills to strategize,devise and design the blueprint for excellent Waste management for the city of Jamshedpur.

JUSCO has been offering integrated solutions to Municipal Waste Management. The services inMunicipal waste comprise of:

Waste Transfer- Secondary collection and Transportation

Transfer Station Management

Composting

Engineered secured landfills

Landfill Capping

Integrated Waste Recycling and Reclamation

Recycling of Municipal and specialized wastes

The above projects are taken on various aspects of project management viz. EPC, Turnkey Basis,

BOOT,BOT, DBOOT, O&M etc.

JUSCO's Public Health & Horticulture Services integrate environment sanitation, disease

prevention and control and horticulture. Together, these services promote a healthy life for thecitizens by ensuring that civic needs do not stretch the environment and ensures one of the lowest

incidences of communicable diseases in India. In the last 5 years, 5.15 million trees have been

planted to maintain the ecological balance. The Company follows an integrated approach in the

delivery of quality services which are regular, efficient, state of the art & are at affordable cost.



Role of Quality Assurance Department

The Quality Assurance Department plays the key role between the company and customers.

This department works on a particular segment i.e. Quality Check. The department main job is to

check and assure that the jobs which are being done are as per the instruction given and theysatisfy the standards of the job set by the company. It also looks for the areas which provide

service to the customers and at the same time the Quality of the service provided to them.

The department assures that there is no flaw in the jobs which are being done or the services

provided and wherever if possible there is a chance of improvement the department works on the

problem to sort it out and to provide a good quality of work.

Objective of the project

My objective of the project was to check the Quality of work or the services provided by JUSCOto all the customers in all different departments it deals with.

Scope

To check the quality of service provided in water and waste water management.

To check the quality of work done in horticulture services.

To check the quality of road operations.

To check the quality of facilities provided in Integrated Customer services.

To check the quality of facilities provided for the public health.



Research Methodology

There are two data collection techniques: Primary and Secondary data collection techniques.

PRIMARY DATA

Primary data means original data that has been collected specially for the purpose in mind. Itmeans someone collected the data from the original source first hand.

In following areas I worked where I collected data according to the jobs being done.

Masonry Work

Road Operations

Public Health

Horticulture Services

Water and waste water management



SECONDARY DATA

Secondary data is the data that has been already collected by and readily available fromother sources. When we use statistical method with primary data from another purpose

for our purpose we refer to it as secondary data. It means that one’s purpose primary data

is another purpose’s secondary data.

Here the secondary data which I was provided by the companies past record:

Directors Bungalow and Guests Relations ( DB&GR)

Plumbing Work

Fleet Management



Theoretical Background

Quality is relative or we can say that it is degree of excellence. Definition of qualitydiffers from situation to situation or individual to individual.

Quality requirements

A product should have certain abilities to perform satisfactory in a stated application.

These abilities are classified into six factors:

I. Suitability

II. Durability

III. Dependability or Reliability

IV. Safe workability

V. Affordability

VI. Applicability

Quality has become a cardinal priority for most organizations. This reality has evolved

through a number of changing business conditions. These include:

Competition

Changing customer

Changing product mix

Product complexity

Higher levels of customer expectations

Quality Assurance is the activity of providing evidence needed to establish confidenceamong all concerned that the quality-related activities are being performed effectively.

All those planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality.

Recognizing that inspection should primarily be a service function to the manufacturing,

modern companies have recognized their quality function in tune with the basic philosophy that “ the task performer should be responsible for quality as well”. Every

department contributes to the end product quality. Building quality into the product needs

a total participation from all the departments, starting from pre-contract stage, through

design, purchase, production engineering, technology, manufacturing, testing and

dispatch right upto the product commissioning and subsequent services to coordinate theactivities of various departments, quality assurance groups are created at plant level.

In recent years the demand of higher quality and reliability of consumers have grown

almost exponentially. The need is rather urgent serious to re-evaluate and restructure

quality. Many quality assurance activities provide protection against quality problems

through early warnings of trouble ahead. The assurance comes from evidence- a set offacts. For simple products, the evidence is usually some form of inspection or testing of



the product. For complex products, the evidence is not only inspection and test data but

also review of plans and audits of the execution of plans. A family of assurance

techniques is available to cover a wide variety of needs. The primary objective increation of quality assurance is to provide the necessary confidence to the customer as

well as to the management that all concerned are carrying out their activities effectively

and that the product quality is achieved to the customer’s satisfaction at the economiccost.

A number of situations where involvement of finance in some quality problems of the

plant becomes inevitable. Such as the problems related to increasing manpowerrequirements in quality control, high consumption of test materials delay in receipt

inspection, inconsistent purchase specifications and inadequacy of specifications from

reliability and performance point of view. In all these cases some questions are aimed at

pruned funding, more effective and economic approaches to achieve satisfactory qualityand reliability objectives in the products. The searches to these questions set in motion a

number of very fruitful exercise which eventually led to significance improvements and

greater assurance of quality.

Quality Assurance is a word to caution those designing and implementing a total quality

system. Therefore utmost care has to be taken to avoid the feeling that quality control and

quality assurance are a cut that has removed the inherent accountability for right qualityand reliability from designer, production engineer, operator and the maintainer as well as

the user of the product. QC & QA might instill quality awareness at all the levels of

industry.

Quality Assurance can be defined as “ A well organized programme for all planned and

systematic and sequential activities which are necessary to provide adequate confidenceto the management and customer that a product or service will satisfy all those given

requirements of quality to the utmost satisfaction of customer”.



internet and they complain that they didn’t got the bill through post so the company

should start the SMS service also.

Horticulture Service

JUSCO has the objective of providing good and clean environment to the customers. Andhorticulture plays a major role in this to achieve their objectives.

Then we visited many sites related to horticulture services to check the quality of jobs being carried out at different places. Their first job was the lawn maintenance where they

work to maintain lush green fields in parks or wherever required. They use activities like

irrigation, mowing, cleaning, weeding, application of manure and fertilizer, spraying of

pesticides.Then the second job is the lawn plantation where they planted by using various steps.

And researcher job was to check that all the things are up to the mark.

Company uses propagation method to develop new plant by using budding.JUSCO maintains trees and plants at the park and also in the lawn areas. They do tree

cutting and tree trimming and all the plants and trees are barricaded properly.

As to make the good green environment the company also do tree plantation on regular

basis and gardens are maintained regularly and works are being checked on regularlyvisits. To check that the jobs are being carried out properly the researcher and his guide

made surprise visit to check the quality of work at all the sites to check that the works are

being carried out on regularly basis.It was also checked the lake cleaning work which was being carried out where aquatic

and other weeds were being removed by the workers. Then we visited the sites where

hedge cutting and tall grass cutting was done in the public places where it has grown up

at wrong places.

The company sprays insecticides and pesticides on time wherever it is required and also

they treat their plants with manures and fertilizers on regularly basis as per the schedule.

In all It was observed that the company was doing their job quite effectively to achieve

their dream of making Jamshedpur a green city.

Public Health

Public Health department job is to provide a good healthy environment to the people so

they work quite effectively to do so.

Workers were allotted as per the different works like sweeping where they have to sweeproads, common areas. Their work was to remove brickbats and animal excreta from the

public places or roads. And also they were given the work of cleaning road flanks and

central verge.Other group of workers for grass cutting in the areas which were selected and machines



and tools were provided for the job.

Drain cleaning jobs were given in a particular areas where there were complains and

generally the company does this job as per the schedule.Some of the workers have to collect garbage door to door. And at same time the vehicles

are allotted for the collection of garbage from every society or the communities.

After this we check out the health centers of JUSCO, where It was checked the quality ofservice they provide to their customers.

In the health centers the researcher checked out that they have list of vaccines which they

provide and they always ensure that all the medicines are available on all the days. Theyuse these medicines by FIFO system. They also provide immunization for the children

against 7 diseases. They set up camps for the underprivileged children every month.

In total it was observed that public health department was working efficiently and also itwas doing social work by providing health facilities to underprivileged people.

Masonry Work

Masonry work is the part of the civil works done by JUSCO. There are different jobs

which are carried out by the company under masonry work like cement plaster, brickwork and PCC.

We visited around 3 sites to check the quality of jobs being done in different types ofmasonry work. Sometimes surprised checks are being done at the site to assure that the

jobs are being as per the schedule. So it was made the surprise visit on the first cite where

the cement plaster was being carried out. At the site it was checked the layers of plasters

at the place where plaster was going on. It was checked out that the there should be twolayers of plaster should be done on the surface of wall and it was found out it to be

correct. At the same site it was checked out that the damaged surface plaster was being

removed and was being prepared for the plaster which has to be done for the concretesurface. And with new wall of bricks checked out that all the joints of bricks are properly

joint and the depth between the joints should be of 10 mm which was found out nearly

between 9.5 to 10.1 which was brought in concerned of my guide and he told me that it isacceptable.

Then we visited second site where it was checked out the brick works at the site. Firstly it

was checked clay brick it is being checked in the sample that the size should be 230mm x

115mm x 75mm. bricks satisfying this size has to be only used. Then at the work place itwas checked that the brick work is not done more then a meter height as per the

instruction and the work is done perfectly vertical. So the work at this site was checked.

Then at last we went to site where PCC work was being carried out. It was checked thatall the plaster jobs are being done with the instructed cement as per the I.S. Code. Then at

the site it also checked that all the walls are smooth enough and there is no roughage due

to sand on the wall.



On all the sites it was checked that cement to be used as per the I.S. Code and also the

sites are being cleaned properly after finishing the jobs.

Road operations

Road operations are being carried out by JUSCO in keeping few things in mind i.e. goodriding quality to people, execution as per design and consistency.

We visited few sites to check the quality of work for the roads.

Firstly we visited the site where repair and new construction of road was going on therefirstly it was gathered information from the foreman at the site that how they work. Then

as per instructions of JUSCO he informed me that what are the criteria for checking of

the road and the responsible person from vendor and the JUSCO has to be present at the

work. Here the job was done of bituminous concrete. The thickness of the road was takenas per the width of the road and at every 10 m the work was checked. It was carried out

the check during the laying and it was found out to be the tack coat to be 0.23kg/sq m to

0.27kg/ sq m . This was brought out in concerned but later the researcher was informedthat this range is acceptable in this work.

After the job was finished JUSCO team for the concerned work and researcher checked

out the thickness of the road in all by doing sample test at some place and it was found

out to be 29.7 to 30.1 mm thick which was acceptable as per the instruction.

Then we visited other site of important town roads, normal town roads and colony roads.

At important town roads site the new construction was going on where it was checkedout the layers of road of GSB( granular sub base), WMM (wet mix macadam), DBM

(dense bituminous macadam), and BC(bituminous concrete).

At every 100 meter the check is being carried out so researcher got the opportunity to

check it with the help of foreman at the site it was found out the GSB- 260 mm, WMM-115mm and BC- 40mm . At some places there were slight change either it was 1 mm

more or 1 mm less. This information was communicated to the concerned person and he

told me that he will look after that.Later we went to the normal town roads and the society roads to check the condition of

the road where the road was constructed four years ago and it was not in good condition

as there were many potholes on the road, so the thought it should be repaired but as perthe company’s schedule the repair work or the new construction for normal town roads in

every 5 years and for society roads in every 6 year s so the roads can’t be relayed before.

Only repair work is being done which does not make as new as it should be when

relayed. So schedules have to be changed of road relaying.

After observing all these sites according to me the company should bring out some

changes in their work schedule as their service usage is increasing day by day so to

maintain their name it is important.

I was provided with some of the secondary data which was provided under secondaryinformation and after analysis of all work It was found out one more problem which is



important. Company has many vehicles for other works like for carrying materials at the

site or the crane and others which company finds out difficult to locate at some point of

time. So company should work out on this problem.



Findings

While I was doing my internship in JUSCO, I got to know about their methods of

checking the Quality of the work or the service they provide to the customers. But while

working I found out that there were some problems in their working system as if theywill not sort out those problems then they might suffer consequences which may resultthem to suffer lost and also to lose their name in the market. Problems which I thought

should be sort out are:

The customers are satisfied with the quality of water and service provided.

The company is working efficiently in making Jamshedpur the green city.

JUSCO provides a good medium by providing health facilities for people to be

healthy.

The company provides water supply bills by manually and by e-mail.

The company schedule of road work had been followed from last 6-7 years which

has to be changed as increased road vehicles and heavy vehicles have increased

the load.

Company is finding difficulty in locating their vehicles so that cost can be

minimized by contacting and locating the vehicles nearby areas where work is

required.



Recommendation

The company is working far better as they have scheduled their work but I think there

are some areas where they should improve:

Bills should also be provided through SMS service.

Change in schedule of work.

GPS tracking system should be used in vehicles.

In my view if company bring out these changes in their working environment or the

schedule they will not face these problems and it will also help them to improve their

quality of work or services and they will be able satisfy more customers.



Conclusion

This report was about the Quality Assurance of JUSCO, which had been working very

effectively since last nine years. They have set their main objective as to provide a goodquality life to their customers and they have been able to achieve it quiet effectively.

I got to learn a lot during my internship as the way the company work to achieve itsobjective and the company also provides very good environment for working. I got to

know actually how the quality check is being done for any job or the service provided to

the customers



Bibliography

For completing my project I have taken help from following:

Quality Management-BBA

Internet – www.juscoltd.com

www.wikipidia.com

Information which were provided from the companies data base.

http://www.juscoltd.com/



http://www.wikipidia.com/




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