A PROJECT REPORTON

QUALITY ASSURANCE

SUBMITTED TOMAEER’s MIT SCHOOL OF BUSINESS

BY

SUDHANSHU KUMARRoll No. 301460

Batch No.30th

IN PARTIAL FULFILLMENT OFPOST GRADUATE DIPLOMA IN MANAGEMENT (PGDM) –

MARKETING

2012-2014

MAEER’s MIT SCHOOL OF BUSINESS PUNE

CONTENTS1

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

Conclusion 661

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 was able 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, Tata Steel, 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, collieries and 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 the workplace – 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 an obligatory service into a customer focused sustainable corporate entity.

Jamshedpur Utilities & Services Company is today India’s only comprehensive urban infrastructure 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, communities and 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 meeting India'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 the formalization 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 and long 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 2004 and 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 Treatment

Plants, 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.

Power Availability – ensuring clean and reliable power at the doorstep of every consumer

Household Consumers – enjoy the highest per capita power consumption in the country. Industrial consumers – growth needs are matched by continuously augmenting

infrastructure. Municipal Functions. Improvement in efficiencies.

ENGINEERING CONSTRUCTIONSa. BUILDING AND INDUSTRIAL CONSTRUCTION

An experienced player in the handling and execution of residential, commercial, educational, industrial, recreational and healthcare projects, the company undertakes comprehensive Engineering, Procurement and Construction (EPC) work. Decades of operating, maintaining and augmenting water infrastructure and distribution networks has given it immense expertise in this niche business. A significant number of its construction projects are for industrial clients.

JUSCO’s industrial construction capabilities include civil and structural work

b. ROAD CONSTRUCTION & MAINTENANCE

Construction:

JUSCO uses state-of-the-art technology to build, strengthen and widen roads. It has in-house capabilities to design roads and develop them as per the expected load and life span required. The Company uses a hot mix plant, laser based pave finisher and nuclear gauges for instant density testing to check the strength of the road while constructing them. It uses the latest cold paint technology for road markings. Kerbs are designed to ensure rapid water drainage and ease in vehicular traffic movement.

To ensure that its roads are environment–friendly JUSCO uses bitumen emulsion to top the roads instead of the conventional hard bitumen.

c. DESIGN AND TOWN PLANNING CONSULTANCY

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

JUSCO’s experience in design and town planning is represented through a well laid out, 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 experience quantum 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, JUSCO intends 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 ensuring sustainable 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 in Municipal 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 the citizens 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 they satisfy 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 JUSCO to 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. It means 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 from

other 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 quality

differs 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. SuitabilityII. Durability

III. Dependability or ReliabilityIV. Safe workabilityV. 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 confidence among 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 the activities 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 of facts. 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 in

creation 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 economic cost.

A number of situations where involvement of finance in some quality problems of the plant becomes inevitable. Such as the problems related to increasing manpower requirements 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 quality and 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 quality and 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 confidence to the management and customer that a product or service will satisfy all those given requirements of quality to the utmost satisfaction of customer”.

Analysis

During the tenure of internship the researcher visited all the sites related to the work to check the quality of work done which were under the scope i.e. quality check of water and waste water management, road operations, horticulture service, public health and masonry work.

Water and waste water management

Water and waste water management is the department which deals with supply of purified water and they treat waste water and make it able for reuse for the consumers.

So the researcher went to the River Pump House ( RPH), where it was observed that the intake of the water was from Swarnrekha river to old RPH and new RPH. From old RPH raw water was being supplied to TATA Steel and other associated companies and rest of the water is passed on to the water treatment plant. From the new RPH water is supplied to the water treatment plant. Here in the treatment plant raw water goes through the different chemical processes to make it fit for drinking and other purposes.

In the water treatment the raw water goes through various processes like sedimentation, aeration, coagulation, clarification filtration disinfection and between all these steps the water is being checked frequently to see that the water after each process has came up to the value which has been set by the laboratory or not. And if it doesn’t meet its requirements then again the steps are followed again and again.During all these process there is a operator who hourly monitors raw water turbidity by both online and turbidity meters. In every shift operator has to validate that the turbidity values are according to the lab. And according to the lab recommendations dosage are set for chemical treatment. Then after chemical treatment again the water is monitored and checks the turbidity value.

After all these treatments operator has to monitor and has to maintain the record of flow rate of water with the help of electromagnetic flow meters of individual customers. Then manually consumed water of an individual is calculated and is reported to the foreman every day. Then foreman download the data from flow meter weekly/ monthly and report it to the concerned manager. After submission of the report to manager then the consumed water is reported to the customers every week through e-mail.

Water division has the facility of customer complain service through e-mail or telephonic so that they could sort out the problems whenever there is a need. Company provide bill to the customer monthly by manually through post service and also through e-mail.

During the work it was found customers complaining about the quality of water, but instead it was found that some customers complain about the late receiving of bills so they do not want to pay the fine. So it was brought to guide who takes care of all the departments quality services as there are many customers who don’t have access to 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. And horticulture 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 regularly visits. 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 sweep roads, 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 of service 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. They use 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 it was 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, brick work and PCC.

We visited around 3 sites to check the quality of jobs being done in different types of masonry 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 two layers 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 concrete surface. 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 is acceptable.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 it was 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 that all 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. good riding 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 there firstly 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 taken as 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 informed that 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 checked out 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 per the 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 years 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 secondary information 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 they will not sort out those problems then they might suffer consequences which may result them 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 good quality 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 its objective 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.