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American International University-Bangladesh (AIUB)

INTERSHIP PROPOSAL ON A case study on Implementation of ISO 9001:2008 QMS in Nitol Motors Ltd (Service)
An Internship Proposal Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the Degree of Bachelor/ Masters of Business Administration

Supervised By: Ashfaque A. Mohib

Faculty of Business Administration

Submitted By: Mofizul Islam Awwal

ID # 09-93009-2 Major: Operation Management

Date of Submission: 02-Mar-2011

1) Brief Introduction of the study

1.1) Title of the study
Implementation of ISO 9001:2008 QMS in Nitol Motors Ltd (Service)

1.2) Profile of the organization

Nitol Motors Ltd is the sole distributor of TATA vehicles and the authorized company to servicing those vehicles. A dynamic young man Abdul Matlub Ahmad founded Nitol Motors Ltd. In 1983. Very soon the new company became a major player in the commercial vehicle market and has been growing ever since. With the motto of quality, honesty and efficiency the company in its beginning started with trading of vehicles. Its high sales figure attracted international companies and in 1989 Nitol Motors Ltd. became the sole distributor of TATA vehicles in Bangladesh. In 1991 a joint venture company named Nita Company Ltd. was formed between TATA and NITOL for assembly of TATA vehicles in Bangladesh.

1.3) Rationale of the study

Nitol Motors Ltd (Service) is a service oriented organization. Although it has all the necessary requirements for repairing and maintenance of TATA vehicles but it never had its service quality at its best. Therefore we need to establish service quality standards for this company to ensure best quality outcomes. Working to make the quality manual of this company will help me to apply the theories and methods of quality management system.

2) Statement of the problems

Nitol Motors Ltd (Service) has many service processes from vehicle in to vehicle out. Many problems arise during these processes. Long time taken for servicing vehicles and quality of servicing also hampered because we do not have any quality measurement tool. As a result customer satisfaction rate obviously decreases day by day. This will have an impact on monthly sales target.

3) Scope and delimitation of the study

As I am personally serving Nitol Motors Ltd (Service) as an employee it will work as an advantage to gather all relevant information regarding the mentioned thesis paper. Also I am engaged in the ISO implementation team for making the quality manual for our company. For that it will surely help me to complete my paper without any major obstacles.

4) Objectives of the study

The purpose of this study is to implement ISO 9001:2008 quality management system by making quality manual for Nitol Motors Ltd (Service). Also to involve in continual improvement process and keep the service processes up to the mark to increase customer satisfaction.

What are the requirements of ISO 9001:2008?

Basically ISO 9001:2008 QMS requires specific documents and record formats for respective processes. Following are the major requirements: Determine processes, process sequences, resources, monitor and analyze those processes. Establish documentation as per quality standard. Establish quality manual including as per ISO standards. Establish control of records. Provide management commitment. Ensure customer requirements are determined and met in order to improve customer satisfaction. Establish quality policy and objectives. Ensure responsibilities and authorities are defined and communicated within the organization. Assign Management Representative and define his responsibilities. Ensure the appropriate communication processes are established and carried out within the organization regarding the effectiveness of the system. Establish Management Review system. Ensure quality resource management.

Determine, provide, and maintain the necessary infrastructure to achieve product conformity. Determine and manage the work environment needed to achieve product conformity. Plan and develop the processes needed for product realization. Determine and implement effective arrangements for communicating with customers

Summary of Gap Analysis (Where are we standing?):

For Workshop Manager: It is found that calibration of tools and other measurement equipments were not kept adequately and didnt have any maintenance calendar. For that the quality of work decreases. Also there were no proper documentation procedures through out the processes. Approval of superiors was not present in those documents. Many mandatory formats were absent in their respective places. Also cleanliness and hygienic rules were not followed accurately. Different register book were found incomplete. For Top Management: Infrastructure related procedures were not followed as per quality standard. Also BSC (Balance Score Card) were not kept updated regularly. For Admin & HR Head: Purchase process has no systematic way of procuring TATA & non TATA parts. Also there was no systematic flow chart for procurement process. There was no evaluation process for suppliers goods. No trusted suppliers list also available in Admin department. Human resource management system also had no standard system. But recently it established its strong HR system which has its own online software and every process is now complying with quality manual.

For Technical Head: In technical department CIMS (Customer Issue Management System) which is online based software didnt kept updated. Customer complaints are inputs in this system. Also these feeds were not putted on regular basis.

5) Methodology of the study

For implementing ISO standards we have followed Deming wheel concept also known as PDCA cycle. PDCA model is a basic tool that helps to continuously improve the processes in the organization. Also it is used to solve the quality problems as well as implement the new solutions and ideas. The PDCA Cycle is a checklist of the four steps which you must go through to get from `finding and realizing the problem' to `solving the problem '. PDCA refers to an acronym built around the four stages of this tool. Also we have used process based quality management model which is expressed in the following figure:

6) Schedule of Activities:
All the processes identified for the respected process owners have been distributed to some specific personnel who had training on ISO 9001:2008 QMS. Deadline of submission for those documents also has been declared. Topic
Cover Page, Title Page Letter of Transmittal Letter of endorsement by supervisor Acknowledgment Executive Summary Table of Contents Profile of the organization Rationale of the study Statement of the problems Scope and delimitation Objectives of the Report Methodology of the study Analysis & interpretation of data Findings of study Suggestions, Conclusion Bibliography, Appendix

Completion Date
01-03-2011 05-03-2011 07-03-2011 08-03-2011 08-03-2011 08-03-2011 08-03-2011 08-03-2011 08-03-2011 08-03-2011 14-03-2011 16-03-2011 25-03-2011 27-03-2011 28-03-2011 28-03-2011

Sample GAP Analysis:

SL NO. 1


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Are the buildings, workspace, and utilities appropriate to meet product requirements? How are they maintained? What kind of process equipment (both hardware and software) is necessary to conform to product requirements? How is the equipment maintained? What supporting services (such as transport or communication) are needed to ensure that product meets requirements? How are they maintained? Is the workspace adequate to achieve conformity for the define product/service. IS the process equipment (hardware and software) adequate and suitable?