A RESEARCH PROPOSAL ON TQM IN COURIER COMPANIES IN INDIA

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1 A RESEARCH PROPOSAL ON TQM IN COURIER COMPANIES IN INDIA SUBMITTED BY- Mark

2 TQM IN COURIER COMPANIES IN INDIA EXECUTIVE SUMMARY Total Quality Management or TQM is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and surpass customer expectations. It was a management approach originally developed for improving manufacturing. However, it has recently shown its significance in service industries for improving the quality of service and customer satisfaction which has resulted in increased competitive advantage. One of the service industries that have already joined the TQM bandwagon is the shipping sector. Certain courier companies such as Federal Express Corporation (FedEx), the United Parcel Service (UPS) and US Postal Service (USPS) already applied the principles of TQM in their operations (as in 2003). They have shifted from efficiency to quality in order to remain competitive in changing environment of the global shipping industry where customer service seems to have become an imperative. But the implementation of TQM is not as easy as one two three. Effective implementation of the management principle requires participation of every employee including top management and middle management. Initiating it requires introducing the principle clearly into every employee in the company. Then, after being aware, participation should be enforced. This stage can be considered as the hardest among other stages in TQM application. Thus, employee empowerment seems to be one of the ways in ensuring that employees have the will to participate, not just in TQM, but on every new management programs to be adopted. Basically, it can be said that the performance of the employee is determined by satisfaction. Satisfaction empowers or enhances responses. This can be further illustrated in the model :- (Q + R) X S = P It means to express that the combination of quality and response enhanced by satisfaction could lead to performance. This model will be related to certain facts about TQM, as well as employee empowerment, and the courier industry in India.

3 RESEARCH PROBLEM This study will explore the implementation of Total Quality Management on Indian Shipping companies and will try to identify if TQM help empower employees. The research problem was derived from the model (Q + R) X S = P., which means to express that the combination of quality and response enhanced by satisfaction could lead to performance. The company that will be investigated is First Flight Courier, a courier company that is based in India and is India s largest domestic courier company. 930 First Flight Offices across India 2208 Authorized Collection Centers 452 Franchisee Locations Serving over 5000 Pin code Destinations across India Dedicated Workforce of over plus employees Strategically located 8 own International Offices Serving over 220 countries globally RESEARCH QUESTIONS The following research questions will be explored in the study: 1. Are employees in First Flight Courier empowered because of quality management? 2. What motivates the employees of First Flight Courier? 3. What are the other focus of TQM in First Flight Courier aside from employee performance and satisfaction? 4. What are the advantages of TQM implementation in the company? 5. What are the disadvantages of TQM implementation?

4 RESEARCH OBJECTIVES The main aim of the study is to explore the impact of TQM implementation on employee motivation. This will be explored in First Flight Courier in India. The following are the objectives of the study: To conduct survey and control group experiment on some of the employees of First Flight Courier. To conduct a literature review about TQM, compile them, and identify key results from previous studies that may help establish the conclusion of this study. To provide insightful conclusion and recommendation. IMPORTANCE / BENEFITS It will improve the quality of service and customer satisfaction. This will result in increased competitive advantage. Direct and indirect benefits may justify the cost. It will be having a long term effect on customer satisfaction. RESEARCH DESIGN DESCRIPTIVE. The research will be descriptive in nature. A descriptive research intends to present facts concerning the nature and status of a situation, as it exists at the time of the study. It is also concerned with relationships and practices that exist, beliefs and processes that are ongoing, effects that are being felt, or trends that are developing. Based on thorough inventory of the company s internal and external processes we can focus on areas of TQM aside from employee performance and satisfaction considering Questions like : WHAT, WHEN, WHERE, WHO, WHY AND HOW? Questionnaire. A questionnaire offers the most cost effective method for securing feedback. So it will help in knowing the reasons of employees behind joining the First flight courier and their motivation factor. In addition, such approach tries to describe present conditions, events or systems based on the impressions or reactions of the respondents of the research.

5 DATA ANALYSIS Survey will be used to gather data. Samples will be collected through convenience sampling. For Results Data analysis will be done with the use of SPSS software. Visual displays of the data will be in the form of Bar charts/ Histograms. A performance grid will identify items needing improvement with an evaluation of priority. This will help you in knowing better the employee behaviour and increasing the quality of work. We will provide you with a report consisting of frequencies and category percentage for each question we include in our questionnaire. Other analysis can be prepared on time and material basis. SCHEDULE 1. Descriptive research. 2. Final research proposal. 3. Questionnaire revision. 4. Field interview. 5. Editing and coding. 6. Data analysis 7. Report generation. This is the schedule of the research to be done and will take approximately 2-3 months of time, to analyse and produce the result. RESULT 1. Development and production of the survey done on the employees of the courier company. 2. Step by step report and discussion on the methodology and Design of research. 3. Identification and analysis of areas where TQM can be applied effectively. 4. Various advantages of TQM in the company and disadvantages with possible remedial actions if possible after proper detailed analysis.

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