Case Study

QUALITY MANAGEMENT

About Tangy Tomato Ketchup

Largest tomato ketchup manufacturing company in India

80% of market share in the packaged food industry 

It has state-of-the-art manufacturing facility at Aligarh in the State of Uttar Pradesh.

Manufacturing facility is HACCP certified and follows GFMP (Good Food Manufacturing Practices)

Products Tomato Ketchup

Beans

Soups

Tangy Seed Produces hybrid tomato seeds through

breeding techniques Helps to ensure high quality, taste, nutrition

and superior consistency of processed tomatoes

ProcessDeveloping

quality tomatoesPreparing tomatoes

Pulping Adding ingredients and

cooking

Finishing Removing air

Filling CoolingLabelling

and packing

Quality In terms of KANO Model

Consumer Perception of Quality

Sales Volume

2009 2010 2011 2012 20130

20000

40000

60000

80000

100000

120000Sales Volume (mn)

2009 2010 2011 2012 2013020406080

100120140160

Customer Complaints per 1000 customers

Customer Complaints

SIGMA Level Compliances

In 2009 Customer Complaints were at Level 5 which in few years dropped to Level 3.

Objective:To achieve Level 5 Sigma Quality Control

D - Define Phase: Requirements (CTQs) of the Customers are Found out ie

Customer Complaints by V.O.C Gathering

Problem Statement : Reduced the No of Complaints Goals and Benefits : Find the Problems & thereby

improve it and Increase Sales

2009 2010 2011 2012 2013050

100150200

Customer Complaints per 1000 customers

M - Measure Phase: Collection and Tabulation of Data.

Darkening Sour Taste Packaging020406080

100120140 Problems faced by customer

No.

of c

usto

mer

s

A - Analyze Phase: Root Cause(s) : Darkening

Raw Materials

Cooling

Filling

Ingredients

Preservatives

Tomatoes

De-aeration

Colour Darkening of Ketchup

Process

Pareto Chart

De-aeration Cooling Filling0%

10%

20%

30%

40%

50%

60%

70%

Root Cause(s) : Sour Taste

Process

Raw Materials

Ingredients

Preservatives

Tomatoes

Sour Taste

Cooking

Temperature Control

Mixing

Filling

Pareto Chart

Filling Temperature Vinegar Sugar Content0%

10%

20%

30%

40%

50%

60%

70%

80%

I - Improve Phase: Errors in Filling Temperature of Sauce & In

De-aeration Process. Temperature Monitor In the Filling Process

& Air Measurement Equipment at the tip of the De-aeration Nozzle.

C - Control Phase: The results must be clearly Visible in the

control plan ( Set Standards) in order to constantly monitor its process capabilities.

Automatic Sensors at De-aeration and Filling Process, these sensors will generate an Alert trigger when permissible limits are exceeded

Prevention MeasuresDeveloping quality tomatoes

• Tomato varieties should be developed which are superior in colour, flavour, texture, and yield• The water method washes the tomatoes and protects them from bruising while they pass from the truck to the factory

Preparing tomatoes• Precooking, or scaling, in stainless steel vats preserves the tomatoes and destroys bacteria

Adding ingredients and cooking• The temperature must be carefully regulated to insure absorption of the ingredients without overcooking

Finishing• ketchup may be milled at higher temperatures and pressures to achieve a smoother consistency

Filling• Immediately sealed to retain the freshness of the product

Cooling• Containers must be cooled to prevent flavour loss

Cost of Quality1. Failure cost:

1. Internal Failure : Cost From Defects Before Delivery of the product to the External Party.

2. External Failure : Cost From Defects After Delivery of the product to the External Party.

2. Hidden Cost: Present in Both Internal & External failures e.g. Potential Lost sales, Legal Claims

3. Appraisal Cost: Cost of Determining the Degree of Conformance to Quality Requirements e.g. Inspection, Testing

4. Prevention Costs: Cost of Preventing Errors or Minimizing Failures.

1. COST OF QUALITY : Failure Cost + Hidden Cost + Appraisal Cost + Prevention Cost.