With the establishment of World Trade Organization(WTO) on 1st January; 1995 the process of globalization has been set in motion. The world is becoming a single market place. It is imperative that we produce dairy products conforming to the international standards; at internationally competitive prices.

To meet these challenges; the milk union had decided to adopt the Total Quality Management (TQM) concept

The Eicher Consultancy was hired for the implementation of TQM in the organization; under the guidance from Gujarat Co-operative Milk Marketing Federation (GCMMF) Ltd., in late 1995.

The Appreciative inquiry was conducted in Oct.1996 with objective to learn and leverage the learning from the past successes for the future and to create a positive energy among the employees. .The Appreciative Inquiry was aimed to know the facilitating & restraining factors for change and what had worked well in the organization. The critical mass of employees; supportive for change; was identified. Organization culture was shaped by storage; rituals and the symbols found in the organizationFollowing the necessary board resolution and agreements; the top management personnel of the organization were imparted the training on TQM awareness. The similar programme was conducted for the middle level managers and line managers 
To cascade the awareness and conceptual facts of program; the Trainers’ Training Program was conducted to train 20 employees. They then shouldered the responsibilities to train rest of the staff of the milk union.
The vision Mission Workshop was conducted during June; 1999 to have the SWOT analysis of the organization; involving all . the Stakeholders of the organization The successful implementation of Total Quality Management(TQM) has helped the Organization in delighting the internal and external customers by meeting their expectations on a continuous basis through everyone involved with the organization working on continuous improvement in all spheres, viz; products; services and processes along with proper problem solving methodology.
Total Quality Management Concept encourages individual creativity. It has a tremendous impact on whatever is done internally to make the customer happy externally.
The following activities are conducted under TQM.
House Keeping.
Small Group Activities(SGA).
House Keeping was launched as change tool in February 1997 to upkeep the workplace. All the employees were made aware for practicing the standard 5 steps of House Keeping. The first Red Tag day was organized on 16th April,97.The Institute has been divided in 11 zones for the purpose of  implementing House Keeping. Each zone has a House Keeping leader; who co-ordinates the activities of his zone. The organization has a House keeping leader; who co-ordinates and monitor the House Keeping Programme of the whole organization. Periodically based on Audit, the best zone is awarded House Keeping Trophy.
Kaizen is basically- small improvements; carried out by individuals in his/her workplace. This helps to develop a culture of continuous improvements. The organization is divided into 13 zones; with each zone having a kaizen leader/kaizen co-ordinator. The employees are provided the prescribed form to register their kaizen; which then verified and appreciated in the presence of other staff members. The filled up kaizen forms are displayed on a specially prepaid display boards. The Zonal Coordinators are responsible for keeping records of kaizen and gifts issued. There is a ‘Kaizen King’ at organization level to monitor the implementation of Kaizen activities. Over 52,000 kaizens have been registered; till date; since its inception in 1997-98.
The Small Group Activities(SGA) : It basically comparise of a cross functional group of employees; having a leader and a facilitator to solve the given problem. The group meets regularly; periodically to find out the solution of an identified problem; scientifically; using following steps.
Reason for improvement.
Current Situation .
Counter Measures
Standardization &
Future Plan.

Totally about 29 SGAs have been completed in three phases; as listed below.

Sr. No.
Reduction in fat and SNF Losses.
Energy Conservation.
Reduction of Leakages in milk pouch.
Saving in the use of stationary.
Improvement in supply of the Accounting information to DCS.
Improving Hygiene at Plant.
Setting of milk procurement Routes’ arrival time at Dairy Dock.
Improving LN2 delivery system.
Reduction in prepack inventory.
Minimization of Emergency Purchases.
Reduction & Transport & Courier Charges.
Improving Milk Chilling Temperature at LCC.
Improving accuracy of Testing Equipments.
Improving accuracy of Powder Testing Equipments.
Increasing milk marketing in Kalol City.
Starting sale of sour milk in Godhra.
Increasing Welfare Activities for employees.
Reduction of Fat Losses in Ghee Section.
Reduction in Water Consumption at Dairy Dock.
FIFO system for milk & Ghee packing rolls.
Reduction of breakdown hours & milk pumps.
Minimization of Scale formation condensor coils.
Minimization of Absenteeism.
Avoiding pitting problem in Ghee tins.
Reduction of communication gap between HQ & LCC.
To increase bacteriological quality of packed milk.
Reduction in Inventory of Electrical Spares.
Increasing coverage of Artificial Insemination.
Increasing Sale of Cattle Feed.