Introduction the process of ensuring, controlling and


Quality management has become a vital
part of the business. It is the process of ensuring, controlling and quality
improvement, both in operations and business productivity. Customers should be
satisfied and should feel that they are receiving products with superior
quality and which undergoes constant modifications and changes to meet up the
timely demands.

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High quality of the services and
products results in success of the business. Satisfied customers would be
repeated customers, for which every business is striving for. Quality
management should continuously reviewed for the success of the business.

In this assignment, quality
management and process phase of the Nestle drink is analysed and
recommendations are made.

Company Introduction

is the world’s driving nourishment and refreshment Company, with offers of approximately
CHF eighty three billion. It has 230,000 representatives globally and works 520
processing plants in 82 international locations. Its commodities are accessible
all around, which include such far off markets as North Korea, and they are offered
beneath numerous brands, as an example, Nestlé, Nescafe, Nestea, Maggie,
Buitoni, Perrier and Friskies. Company has a place with more than
two hundred thousand investors nowadays; Nestlé is about double the volume of
its closest rival in the nourishment and refreshment division. The Company is perfect
to go for another 130 years.

point is to meet the different needs of the purchaser consistently by advertising
and offering products of a reliably high quality.

confidences that consumers have in the brands is an aftereffect of numerous
times of learning in advertising, innovative work, and additionally progression
– customers identify with this and feel they can put stock in our items.

 The aim of the company is to convey the absolute
best quality in all that they do, from essential deliver, to selection of
providers and transport, to formulas and bundling materials.

key needs of Nestle Juices are around conveying investor esteem through the
accomplishment of reasonable, capital productive and beneficial long haul
development. Upgrades in productivity will be accomplished. Nestlé’s brands and
items are focused in consistent development and revise with the goals to meet
the objectives. Nestle guarantees that their products are accessible at
whatever point, wherever and however our shoppers need them.

motivation is to offer protected, great, advantageous and nutritious
nourishments to enhance wellbeing and prosperity of shoppers of any age
everywhere throughout the world. To address the issues and wants of the present
and tomorrow’s shoppers, Nestlé is firmly dedicated to Research and Development
(R&D) to enhance existing items and grow new nourishments with particular
medical advantages.

Literature review

According to the British Standards
institution, quality management is defined as “That aspect of the overall management function that determines and
implements the quality policy”.

 “QM can provide a clearly defined structural
frame work in which all organizational activity occurs- a must for empowered
self-directed or cross-functional work place teams, multi-skilled flexible
workforces, or dynamic workplace environments” (Grimwood, 1997).

Since the 1980’s and 1990’s,
effective quality management was considered as the key to competitive advantage
and the quality management concepts were developed in parallel to the
development new management ideas. Quality management can be divided into 5
major stages:

Statistical processing controlInspectionQuality assuranceStrategic quality managementContinuous competitive improvement

High quality management, the term
itself is referring to activities which are coordinated that can control and
immediate the quality of the product and services of an organization. Quality
management basically includes setting the quality policies and goals hand in
hand with planning, control, assurance and improvement.

During the 90’s organizations can be
described as “basic” since they focused on the existence rather than
progression. Only the top level management and few employees dealt with the
shoppers. Majority of the employees had a lack of awareness concerning the
customer requirement. The particular adopted management approach was
top-to-down, where the employees received the instructions from the management
where there was no method of enhancement. But in today’s context, quality
management has been employed as the principal factor which determines the
organizational excellence and development of the business. Consequently, the
current quality management approach is to be systematic, across the company and
linked to the corporate strategic plans. Nevertheless, the ultimate purpose of
quality management remains to be exactly like continuous improvement of
management process, thereby improving on the performance of the company
operations, developing effective operational strategies and superiority,
ultimate aim to be the stakeholder satisfaction. (Lakhe and Mohanty, 2013).
High quality management remains very important to the business, although the
concept has already been common.

“By the mid-and the past due 1990,
quality disappeared as a major topic in the media and was much less a focus of
top management’s attention. This particular is a natural process manifested in
the growing normalization of quality enhancement as a management activity. In
this process, simple versions of the more official and frequently complex
quality methodologies progressively evolved. ” In past, Cole (32, p. 47)

Similar time, the ISO 9000 series
standards exhibited extraordinary growth and application, and represented the
most remarkable globally recognized standardisation effort. Companies who are
the users of ISO 9001 as their major quality management theme are comparatively
smaller and less developed in organizational terms, but many subsequently
aspire to acquire TQM or award of excellence. A board historical perspective
indicates that the quality management approaches have emerged as a number of
waves, with different spread, origins, influence and time-scale. Figure 1.
Attempts to depict the origin of quality management approaches since the
evolution of the organizational pattern over time. Since 1960, many quality
management systems were proposed by considering organizational aspects from
adaptive level of total quality to excellent –sustainable organization. 

  Fig 1   QM approaches along with
the evolution of the organisational Pattern (Source: Google)


and Japan has specialized and developed most of these methods; but they pass
across the globe and have been adapted and adopted in countries with different
industrial culture.  Difference in the
implementation and practise of quality management techniques continues. For
instance, the mix of traditional Kaizen costing and Lean production over the
time from1994 to 2001, Japanese automotive plants depicted remarkable
productivity improvement and defect rates reduction, compared with those in the
United States and Britain.

the same period, the impact of TQM has forced to bring radical organizational
changes was strongly felt in USA, and some extent to Europe. Presently in the
USA, Six Sigma, Lean and TQM(including MBNQA) appear to be the most-liked
concepts of quality management. In Europe, the ISO 9000, Kaizen, 5S and TQM are
most liked techniques along with several quality award models like MBNQA and

Over the past few decades, there has
been many studies and discussions for the reason of inferior quality in
industries and prescribed quality improvement techniques for quality

the attempt to define quality management practices, Zeitz et al. 256 refers
to quality adoption practices as “specific practices that has been adopted, but
which lacks entrenchment.” Dale et al. 46 defined the term entrenchment as
“the presence of a practice within organization such that abandonment of it is
unlikely, even under extreme pressure.”

broad spectrum; Youssef, Koch and Dolan (252, p.946) define quality management
practices as those: “Quality techniques and behaviours entrenched within an
organization or its sub-units under two conditions. First, these techniques and
behaviour are in congruent with criteria established by International
Standardization Organization (ISO) or they are embodied in a framework of
national or international quality award frameworks such as those of MBNQA or
EFQM. Second , these techniques must help organization or its sub-units achieve
a sustainable competitive advantage at both operational and strategic levels-
that is they impact the business performance of an organization or one or more
of it sub-units.”

“Total quality Management (TQM) is a
quality management technique that embodies the belief that the management
process must focus on integrating customer- driven quality throughout an
organization” (Stahl, 1999). “It stresses the uninterrupted betterment of
merchandise quality and service bringing while taking into awareness the world
that in order to accomplish this end, employee dealings needs to be every bit
addressed, as the client can non-acquire the satisfactory services bringing
from ill-motivated employees.” (Lewis, 1996).

The underlying principle for the
execution of TQM strategy is view the organizational clients as key resources
to the business. Through TQM techniques, customer concerns can be understood in
depth. Agreeing to Balogun and Hope-Hailey, techniques should be seen as a
process/system which is able to develop in the employees as a mission of the
administration.(Balgun, Hope Hailey and Scholes, 2014).

“Quality merchandises or
services need non merely to conform to consumers demands ; the product/service
must be acceptable. Effective TQM scheme entails that the product/service must
travel beyond acceptableness for a given monetary value scope. For
illustration, instead go forthing customers/clients satisfied that nil went incorrect
with the merchandise or service, a product/service should give the
customers/clients some delicious surprises, or provide unexpected benefits “( Collard, 2001 ) . This means, hence, that
product/service quality confidence requires more than merely run intoing
customers/clients minimal criterions. The degree of merchandise quality is the
grade, to which a product/service is equal to or greater than customers/clients

“One of the major obstructions that have bedevilled
the successful execution of TQM is the non – acknowledgment of quality squads
in organisations in the pursuit for a successful scheme that will raise the organisation
above its rivals” (Stanford, 2005 ) . 

Lean Management, which is another one of the
most like quality technique is an approach of running a business organization
which undergoes continuous improvement. It is an ongoing effort to improve
products, process or services, which require “incremental” enhancement over
time for increased quality and efficiency. It involves factors that waste time
and resources which is attained through analysing the business process and then
eliminating non-value adding step.

Lean Management has been adopted from Japanese
manufacturing industry which includes:

value from the standpoint of the end customer.
each step in a business process and eliminating those steps that do not
create value.
the value-creating steps occur in tight sequence.
the first three steps on a continuous basis until all waste has been

These lean principles ensure that the processes
involved with bringing a product to market remain cost effective from beginning
to end. Lean production or lean manufacturing is a systematic method for the
elimination of wastes within a manufacturing process. This may include wastes
created through unevenness in workloads, overburden and any work that does not
add value. From the point of view of the customer who consumes a service or
product, “value” is any process or action that a client would be willing to pay
for. In essence, lean is focus on making obvious what appends value by decreasing everything else.

Quality management

management is the arranged and methodical exercises executed in a quality
framework with the goal that quality prerequisites for an item or
administration will be satisfied. It is the efficient estimation, correlation
with a standard, checking of procedures and a related criticism circle that
gives mistake counteractive action.

standards incorporated into quality management are: “Fit for reason”,
the product ought to be appropriate for the planned reason; and “Right
first time”, errors need to be dispensed out. Quality Management incorporates
administration of the nature of crude materials, congregations, items and
segments, administrations identified with creation, and administration,
generation and examination forms.

the comparable functional steps, the Nestle has an incredible concentration on
the nature and quality of its products. To guarantee the consistency of its
Juice and to get it free from any outside pollution HACCP is connected at the
plant. HACCP is a framework which goes under the food safety program and in
this system such points or process steps in the system are determined which can
lead to the deterioration of the product quality. Once these steps are
finalized then the controls are applied on these steps. Similarly controls are
applied from End to end product process i.e. form receipt of raw materials to
the finished goods. All the Raw materials are checked before being given to
production and their conformance with the agreed specifications with suppliers
are verified. Similarly the function of quality control is also to check in
line parameters of product manufacturing process. In juice plant the sugar
percentage and brix is checked and after that taste testing is also done by a
panel of people which is certified by the company.

of the organizations are accomplished through team work, therefore it is
essential to determine the factors which has led to the effective as well as
ineffective process of the team. The INPUT-PROCESS-OUTPUT model has been
adopted as an approach to understand the team performance and extent strong
influence on the performance. The framework is based on classic systems theory,
which states that the general structure of a system is as important in
determining how effectively it will function as its individual components.
Similarly, the IPO model has a causal structure, in that outputs are a function
of various group processes, which are in turn influenced by numerous input
variables. In its simplest form, the model is depicted as the following:

  Input —> Process —> Output

Fruit Juice-
Production Process flow


of fruit juice is standardized process and initial processes for all fruits
will be similar, as will be the last stage of juice pasteurization section and
packaging, although differences in handling juice composition arise in certain
cases due to the nature of the fruit and percentage of vitamin involved.

Below is the flow chart
and brief description of the numerous strategies and processes involved in
fruit juice production are mentioned.

Fruit Juice
Production Process

Fresh fruits boiled in the central
heating boiler and shifted to the plate heat exchanger. Then it is stored in
the storage tank. Then provided to the mixing tank in the desired quantity
while in mixing tanks; any additives to the combination is made at this stage
before it is pumped to syrup safe-keeping tank. Blended juiced is then pumped through
pasteurizer; where it is heated up to 90 C to inactivate enzymes and dwelling
organism. After pasteurization the juice passes through ultimate filtration,
before lauding it into juice tank. Juices from the tank is ready for packaging.

Packaging and

the juice is the jam-packed in the quantities required by the market. Buyer
packs as like 200ml and 1000ml tetra package and then labelled as Nestle
Juices. Then the final system is stored in cool dry store.














Boiling of fruits in the boiler

Boiled fruit

Supervisor in charge monitors

Boiled fruit

Storage of boiled fruit
in the storage tanks
Then supply the boiled
fruit to the mixing tank

Boiled fruit

Supervisor in charge monitors


Add additives to the
Pump the mixture to syrup
storage tank

Blended juice

Supervisor in charge monitors and HACCP
monitors the additives

Blended juice

Pump the blended juice
through pasteurizer
Heat to 90 C to
inactivate enzymes and living organism.
Final filtration
Load the juice to storage

Juice – end product is ready

Timer on heating equipment


Fruit juice then goes through last
filtration before transferring to juice tank

Juices ready to pack from juice tank



Process Analysis

a repetitive process the average time passed between the completions of
successive units is called cyclic time. For Nestle 90 min is established
preparation time. 60 min is the procedure as well as 75 min packing time.
(Batch of 15000 Liters).


particular limiting factor or the particular constraint in the procedure is
called bottleneck. Within Nestle juices Batch producing is the bottle throat.
What should be the particular size of batch? An additional bottleneck is mixing
grow. It takes the biggest amount of time.


machine at one hundred percentage efficiency produces 7000 packs in 1 hr. At
Nestle the packaging machine efficiency is 95%



Run time

the time required to produce a batch of elements. This is calculated by
multiplying the time needed to produce each unit by the batch size. In the
event the machine produces 7000 provides in 60 t, it takes 0. 514 seconds to
produce one package. And so the batch will be designed in 3855 seconds, if
packed on two similar machines. This will make in total 15000 provides.

Setup time

is the time required to get ready a machine to make a particular item. With
regard to Nestle Juices, 3. 5 hrs. is the set up time. (Sum of CIP and
sterilization processes)

Operation time

the sum of the set up run time for a batch of components that are run on a
machine. For Nestle it is 210 & 75 = 285 min

Through put time

gives you the time that the unit spends actually being worked on together with
the time spent waiting in a queue. For Nestle Fruits drinks it is ninety mints
(Batch making time) & 60 mints (process time) + 75 mints (filling time) =
220 mints



have achieved the greatest bit of the overall industry for their brands. The
particular main issue they can confront is from limited Distribution Channel
and the bottleneck of blender. Nestlé’s problem could be removed by strategic
ideas and implementing those plan which is often effective in development and
future profits for the organization. Solution to the situation of distribution
channel is go to the joint endeavors for distribution and make others to do
their job as Pepsi. co have their own joint endeavors for distribution purpose
which even actually gives them an edge. Thereby, if they move forward with
these integration, they will be able capture a lot of market share and the
product demand can be increased.