PROJEC

T
T O TA L Q U A LI T Y M A N AGE M E N T

PRESENTED BY-
Mufeed Ur Rahman MBA22204
Divyanshu Mishra MBA22207
Shubham Kumar MBA22227
Katru Srujan MBA22251

TATA ST E E L LI M I T E D
R I T Z C A R LT O N H O T E LS
 TATA STEEL
LIMITED
• Tata Steel Limited is one of the world's largest steel companies
with a rich heritage spanning over a century.

• Established in 1907, Tata Steel is headquartered in Mumbai,

India, and operates in various countries across the globe.

• Renowned for its commitment to innovation, sustainability, and

quality.

• Tata Steel produces a diverse range of steel products serving

industries such as automotive, construction, engineering, and
infrastructure.
 RITZ-CARLTON
HOTELS
• The Ritz-Carlton Hotels is a luxury hotel chain renowned for its
exceptional service, elegant accommodations, and exquisite dining
experiences.

• Ritz-Carlton Hotels Founded in 1983.

• The Ritz-Carlton brand is part of Marriott International and operates more

than 100 hotels and resorts worldwide in prime locations across
continents.

• Each Ritz-Carlton property is designed to offer guests an unparalleled

level of luxury and comfort, with personalized service tailored to meet
individual needs.
 AWARD WON

TATA STEEL LIMITED RI TZ CARLTON HO TELS

The Deming Grand Th e Malcolm Baldrige Nation al Quality Award

Prize 2012 1992 an d 1998
 Quality Evaluation of
Manufacturing
TATA Steel Ritz-Carlton Hotels
• Performance • Time and Timeliness
• Features • Completeness
• Reliability • Courtesy
• Conformance • Consistency
• Durability • Accessibility and
• Serviceability Convenience
• Aesthetics • Accuracy
• Safety • Responsiveness
• Perceptions
 CTQ, range of process
variation, SPC chart
TATA Steel Limited
CTQ (Critical to Quality) Process Variation SPC Charts

Steel production involves Tata Steel uses various

Tata Steel, CTQ factors can Statistical Process
various stages, each
vary depending on the Control (SPC) charts to
introducing variation-
specific steel product- monitor these
• Variations in raw variations.
• Mechanical properties
• material quality
Chemical composition • X-bar and R charts
• Fluctuations in furnace
• Dimensional tolerances • Control charts for
• temperature
Surface quality defects
• Rolling mill setting
variations • Capability
Estimation
 CTQ, range of process
variation, SPC chart
Ritz-Carlton Hotels
CTQ (Critical to Quality) Process Variation SPC Charts
Hotel operations involve
For Ritz-Carlton, CTQ factors many processes prone to While not as common in-
revolve around guest variation - service industries, Ritz-
satisfaction.
Carlton use modified SPC
• Housekeeping staff charts to track guest
• Service promptness and
performance may vary. satisfaction metrics. For
courtesy • Kitchen staff may prepare example, tracking daily
• Cleanliness and comfort of
dishes with slight complaint rates or guest
rooms variations. satisfaction survey scores
• Food quality and • Front desk staff may over time.
presentation handle guest requests
• Efficiency of check-in and
differently.
 Improvement Needs
TATA steel limited Ritz-Carlton Hotels
• Employee training to ensure
• Six Sigma methodology consistent service delivery
• Continuous improvement across staff.
initiatives • Guest feedback analysis to
• Automation and advanced identify areas for
process control improvement.
• Standardization of processes
to minimize variation in
service delivery.
• Mystery shopping to evaluate
 Customer Satisfaction
Determinants
tata Steel Limited
Relationship
Product Quality Service Delivery
Management
• Meeting or exceeding
specified mechanical • Timeliness of order
• Account manager
properties (strength, fulfilment and
accessibility and
hardness). adherence to delivery
understanding of
• Consistent chemical schedules.
customer needs.
composition for predictable • Responsiveness and
• Collaborative approach
performance. communication
to problem-solving and
• Dimensional accuracy for throughout the order
innovation.
seamless integration into process.
• Commitment to
customer's manufacturing • Technical support in
continuous
 Customer Satisfaction
Determinants
Ritz-Carlton Hotels
Product Quality Service Delivery Value

• Cleanliness and • Friendliness and

comfort of rooms and attentiveness of staff.
facilities. • Promptness in responding to
• Ambiance and requests.
atmosphere of the • Personalization of service
• Perception of price
hotel. (remembering preferences).
relative to the quality of
• Quality and variety of • Efficiency of check-in/check-
service and amenities
food and beverage out and other processes.
received
offerings. • Anticipation and resolution of
• Amenities and services guest needs before they arise
provided (e.g., spa, (legendary Ritz-Carlton
 Gap on quality of product/service
delivered
TATA steel limited Ritz-Carlton Hotels

• Product Defects • Service Shortcomings

• Delivery Delays • Inaccurate Information
• Unresponsive Service • Inconsistency in Service
• Inaccurate Information • Unmet Expectations
 Continuous Improvement tools and
recommendations for Tata steel limited
Methodology for 1 Assessment of Current Practices

Implementing
2 Employee Training and
Continuous
Engagement
Improvement Tools 3 Establishment of Improvement

at Tata Steel 4
Teams
Pilot Projects and Implementation

5 Continuous Monitoring and

6 Review
Documentation and Knowledge

Sharing
THANK YOU
ANY QUESTIONS?