TITLE : TOTAL QUALITY MANAGEMENT OF GOLDEN GLOBEX pvt. LTD.

PROBLEM STATEMENTJessica bonne is one of the biggest baby product in Asia established 85 years back. Recently it was faced with some problems such as increased. Customer complaints, inconsistent service at the front counter, unbalanced investment resulting in reduced profit margins and a significant drop in customers. The Organization, therefore, set up a quality improvement team which took up a Customer Care program to bring about a change in managing customer service. The program primarily focused on trouble shooting, customer service improvement and improving the management and staff relations. In building quality this, the groups were composed of people from all levels and no status titles were assigned. Groups were set up keeping in view the group dynamics and small group bonding principles in mind. The workshops were arranged for the groups focusing on a super ordinate goal to put the Customer First as a philosophy.The workshops opened with personal value searching session so as to create a motive for action. To further the value motive the prospects of personal growth were reviewed. A congruence between personal value and organizational goal was established. The workshop programmes emphasized on creative problem solving approach to permit innovation, and challenge the existing cultural norms. During the workshops the culture, work environment and attitudes towards customers in the banking section were discussed openly, resulting in developing a sense of trust and commitment amongst participants.Through these workshops a network of committed people was established across the branches. To promote commitment and strong bonding, the rewards were given. The process percolated downwards and the cultural change upwards. Thus, by stepping outside the system and focusing on motivation and reward, the organization brought about a necessary cultural change to keep the satisfaction of the customer as a primary goal of all the employee. METHDOLOGYOBJECTIVEThe main objectives of this study are: To study on Total Quality Management of Jessica bonne Product To study on the rewards programme on every purchase of Jessica bonneProduct To Study on Jessica bonne Product Report. To know about for mostly which purpose customer buy the Jessica bonne Product To know about the benefits of the Jessica bonne Product To know about the Jessica bonne Product To analyse the competitive positioning of Jessica bonne Product & competitors. To study the overall objectives and obligations of the companyMETHDOLOGY

A brief introduction of health care products of JESSICA BONNE and feedback from doctors and nurses about the products they use. It helps in finding the market share, customer preference, likes and feedback about the products from doctors and nurses.. The project that has been allotted to me was to study the customer satisfaction level of customers who use the product of Jessica bonne Pvt. Ltd. India through customer engagements.I had been provided with the database of the doctore, nurses whom I had to interview through questionnaire. Market survey will help to know the prevailing market condition and also help in framing the policies accordingly. The study will help the management to understand the customer which are doctors mindset and also estimating the present and future market demand for the products. It will help to estimate the level of awareness established in the market and in deciding the extent of promotion required. It will help in finding out the customers expectations about the product and also help to know the customer physiology.

Data Source The study requires both the primary as well as secondary data for the completion of the project. Primary data has been collected by interviewing the customers on Jessica bonne Company and its competitors and fill up the questionnaire on customer perception of Jessica bonne ProductThe second source of data collection is the secondary data. Which is collected from the past recorded files, annual report, as the company and also from the some other financial statements.Sample Designa. Preparation of Questionnaire: Initially, a rough draft was prepared keeping in mind the objective of the research. A pilot study was done in order to know the accuracy of the Questionnaire. The final Questionnaire was prepared only after certain important changes were done. b. Sampling Method: Sampling method followed was judgmental sampling. The customer was selected on a random basis from different parts of Delhi. c. Sample size: The sample size was restricted to only 400, which comprised of mainly peoples from different regions of Delhi due to time constraints.Limitations of the Research Time limitation as the duration of the project is only 6-8 weeks Lack of experience in drafting in drafting the questionnaire. Lack of knowledge on the path of the respondents regarding the subject matter Responses, which come from retailers and customers are very slow The respondents may not be interested in revealing all the data. Lack of time to visit customers as well as retailers. The lack of experience in preparing the project report