Implementing Tata Business Excellence Model in Tata Steel

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Case Details:

Case Code : OPER021
Case Length : 15 Pages
Period : 1996 - 2002
Organization : Tata Steel
Pub Date : 2003
Teaching Note :Not Available
Countries : India
Industry : Steel

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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TISCO - Implementing TBEM

Since the introduction of TBEM in 1996 in the Tata Group, TISCO had made efforts to implement it. TISCO had laid stress on adopting all the seven areas of management in TBEM. As an integral part of implementing TBEM, TISCO gave major thrust on improving the quality of product and processes. It also adopted several innovative programs to improve its business performance and focused on reducing costs significantly. Since the early 1990s, TISCO had laid more emphasis on quality consciousness across all its divisions. It had already implemented the Total Quality Management (TQM) model organization-wide, while most of the departments in the company had attained either an ISO Certification or an internal certification.

Operations Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

TISCO focused more on training and customer-focused aspects of TBEM, including internal customer focus through a series of internal campaigns. External customer focus concentrated on the customers' requirement and their perceptions towards TISCO. The company benchmarked all its key processes and operations including product development, market intelligence, complaint handling and determination of customer satisfaction with the best industry standards...

TBEM - The Future

By January 2002, out of the 80 companies in the Tata Group, around 50 had signed the BEBP agreement. TBEM had not only benefited TISCO, but several other companies in the Tata Group. According to media reports, implementation of TBEM was beneficial for many Tata Group companies. Ishat Hussain (Hussain), former executive director, Tata Sons, explained the benefits of TBEM: "Tata Business Excellence Model is a very process oriented approach to management. It is a total management system. It integrates all the business processes. It questions the need and the efficacy of each process. It gives more insight to the business. It helps to develop a structured environment to conduct business."...


Exhibit I: WSD's Ranking
Exhibit II: Objectives of the 'JRD QV Award' for Excellence in Quality
Exhibit III: Tata Group Companies Competing for JRD QV Award for 2002 And Points Scored by them on the TBEM Scale
Exhibit IV: The ISO 9000 Standards
Exhibit V: The Revised ISO Standards
Exhibit VI: The ISO 14000 Standards

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