total quality management

Project Report ON

Total Quality Management

Submitted To: Mr.M.Ibrahim Sb.

Submitted By: Group No: 01

Khizar Hayat. 02

Riaz Hussain 14

M.Kashif Qadeer 01

Naveed Nazar 05

Shahid-ul-Haq 06

M.Amir 08

MBA 4th Eve

Department of Business Administration

BZU Bahadur Sub Campus Layyah

Dedications

Dedication is a devotion to whom we love, who our benefactors are, who pray for me and

who made me capable of doing all these under this head, there are some personalities, which are my

PARENTS, my BROTHERS & SISTERS, my TEACHERS & my FRIENDS. So I have devoted my report to

my beloved Parents, Brothers, Sisters, loving Friends &

“WELL WISHER MR.M.IBRAHIM Sb”

Acknowledgements

“And which one of the favors of your Lord that you deny”

All acclamations and appreciations are for Almighty ALLAH, WHO bestowed mankind with

knowledge and wisdom, and granted him vice grace on earth. All the respect and honors to Hazrat

Muhammad (SALLALLA HO ALEHI WA’ALEHI WASLLAM) a star brightening the path of faith and

knowledge, and luminary to truth and justice who enabled us to recognize our Creator and declared

it to be obligatory duty of every Muslim to acquire knowledge.

I would like to thank my respected teacher MR. MR.M.IBRAHIM Sb who has given me this

opportunity to explore my skills and made a Report on “MULTAN INDUSTRIES”. He has given me

thorough knowledge and provides deep understanding about “TOTAL QUALITY MANAGEMENT”

because of that I am able to complete this report.

How can I overlook to articulate my admiration and unfathomable sagacity of appreciation

from core of my heart to my loving parents who always considered me in their prayers and

bestowed me with this blessing of higher education. Appreciation and thanks to my brothers and

sisters for their excellent co-operation and encouragement.

May ALLAH bestow strength and contentment to splendid celebrities (Amen).

Group No:01

EXECUTIVE SUMMARY

We visited Multan Industries in Multan. Multan Industries is one of the largest manufacturing of textile in Pakistan from 1980 for local market as well as for reputed exporters. Canada, U.K, Germany Australia, Belgium, France. It is a quality conscious company. The company is certified with ISO 9002.

It was the opportunity for us to seek something about quality. The purpose of visiting the Multan Industries was to learn of decisions taking/making by the managers in textile sector related with Total Quality Management which is fruitful for our bright future. This will may be also beneficial for us if we join textile sector. We visited different department of the organization (Cutting, Stitching, Merchandising, Quality Assurance, Stores, Bleaching of yarn, Yarn dyeing, Weaving, Finishing and also packing dep’t.) of this largest manufacturers of textile in Pakistan share whole the knowledge about these departments under kind control of special members of higher management. Practical knowledge about their org, their customers, maintaining of quality etc.

The aim of this project was to develop our confidence and opportunity to built our practical experience about our subject and getting somehow know about the management roles and functions.

Table Contents

Introduction 03

Dimension of Quality 04

Hurdles to TQM 04

Quality Council 05

Vision Mission 06

Methods of Communication 06

Customer Satisfaction 07

Major Customers 08

Feedback from Customers 08

Customer Complaints 08

Services Quality 08

Questioners 09

Conclusion 14

Introduction:

Multan Industries took step in Manufacturing of Home Textiles in the year 1980 for both Local Market as well as well reputed Exporters. Our excellent quality and experience in textiles made us exporter in the year 2000

.Multan Industries is Located in Multan, the centre of home & household textiles items in southern Punjab. The success of Multan industries is mainly due to the efforts of a team of highly professional and devoted members who are exercising the experience of years in the same field

.

Products:

Kitchen Towels, Tea Towels, Industrial Tea Towels

Terry Tea Towels, Dish Towels, Dish Cloths

Table Covers, Napkins, Place Mats, Table Runners

Kitchen Set(Apron,Glove,Pot Holder, Bread Basket)

Hand Kerchiefs, Hand Towels, Cushion Covers,

Chairs Pads, Pillow Covers, Throw Rugs,

Curtains, Quilt Covers, Laundry Bags

Yarn Dyed Fabrics.

Board of Directors:

Ch. Abdul Jabbar Chief Executive of Multan industries.o Cell : 0092-300-8730289

Ch. Ali Jabbar Director of Multan industrieso Cell : 0092-300-6364810

Fayyaz Hussain Manager Marketing and Exporto Cell : 0092-302-8637820

Amjad Farooq Bajwa Manager Production

Dimension of Quality of Multan Industries

Performance

The Multan industries make two types of product A type and B type. A type of products has high quality and is useable for long time. Good quality of products cleaned easily with small amount of detergent powder and comes in original form.

Features

At the level of tolerance 100 degree is not the low level of heat but the logo which is attached with the kitchen towels or with any type of product remain in its original form. There is no problem of shining of the dyeing color.

Conformance

The products of Multan industries has the quality dimension named as conformance.90 degree of water boiling point is suitable for the washing of products like as kitchen towels etc. but 100 degree of water boiling point is bearable for that product. Above 100 the cloth becomes unuseful.

Obstacles for implementation of TQM

Management of Multan industries take whole the decisions related about quality. There is no any problem comes for implementing the quality from the management. Because as the order

comes the management take decisions which are meet the orders. In Multan industries mostly decisions related with quality are taken by the quality manager. The main problems

which can be occurs in implementation the quality in Multan industries are as follows

Supply of Yarn

To meet the quality, yarn is most important for Multan industries. Yarn has also different categories low quality and high quality. Firstly it depends upon the organizational member who is responsible for the supply of yarn. He has bear some difficulties to choose the quality. Secondly, the suppliers who are choose by the management have what kind of loyalty with their work and organization.

Other ProblemsDifferent other problems also has the Multan industries about the quality which are as follows

Gas problem

In Multan industries gas has the important factor. But sometimes due to shortfall of gas the org cannot meet the orders. Mostly orders come from out of the country. So due to the late delivery it creates the negative image in the customer mind. It is also the main hurdles for total quality implementing

Electricity problem

From last few years the shortfall of electricity has became a common problem in Pakistan and it is the biggest issue of fall down of the different organizations. It is also the problem for Multan industries in term of quality. For example in time of dyeing the yarn and become problem of short fall it is very harmful for the management because it is most important part in manufacturing process.

Cost

When with other problems if cost of yarn or any other raw material become increase then organization face different kind of problems and change whole the decisions which has already taken by management. When cost increase organization charges high prices which effect the organization’s reputations. For remaining in same situation due to high cost management organize some low quality materials which highly effects on quality.

Quality Council

In quality council with upper level of management the first employee is also has the important role for giving the suggestions. But in Multan industries there is no concept of employee’s presentation in time of meeting about quality or any other decisions.

But before the quality meeting the quality managers meet with employees getting the views of seniors and experience employees. And after the meeting the quality manager communicate with them and give instructions.

Name PositionMr. Abdul Jabbar C.E.OMr.Ali Jabbar DirectorMr. Amjad Farroq Quality ManagerMr. Fayyaz Hussain Quality Member

They says that our order is also a big part of our quality council

QUALITY POLICY

Quality is not just a word; it is an action-word at Multan Industries. For us, therefore, quality is never an accident; but the result of conscious efforts that manifest in our products, our people and our services and in our very mind-set.

We score on quality thanks to…

Best raw material. Sourcing top quality yarn.

State of the art production centers. Imported machinery and equipment for fine finishing. Quality checks during Weaving, dyeing and printing. Regular laboratory tests.

No Compromises on Quality

We stand by our quality claims at any stage of the transaction. We have strong internal Q.A. system with highly experienced, dedicated Q. A. teams. Strict Q.C. checks and strict quality inspections ensure total quality.

Vision Statement

Our vision encompasses our passion for delivering only the highest-quality product to worldwide client base. Even our name reflects our dedication to quality product offerings and unmatched customer service:

SHM = Services, Honesty, and Magnificence

Mission Statement

Our mission Statement is to develop long term business relations with our customers by providing Quality goods, in time Delivery at Competitive prices. Since we welcome every opportunity to cater the Inquires made by the respectable clients, therefore, they contact us at anytime.

Ways of Communication in Multan industries

In Multan industries both formal and informal communications are lying. That varies from level to level (upper to middle, middle to lower etc) .

Formal Communication

In Multan Industries the higher level of management when needs to communicate with the middle level of management at particular discussion then all are arranged in formal way like

as in office or special meeting hall with proper communication process.It is done by the oral and written in both which is suitable.

Informal Communication

Informal communication is done by the middle level to lower level management.It is mostly in oral form because the reason is that the quality managers mostly remains at round and announce all the instructions to responsible person

Customer Satisfaction

Putting People before Profit

We hire the best people in each business area. We offer a healthy working environment to employees. Happy staff means better productivity, better products and growth.

We Value your Time

We enjoy one of the best track records for timely delivery. We are realistic in giving delivery dates; thus avoid last-minute surprises.

We Manage your Labeling & Packaging Needs

We have a dedicated in-house department to manage your packaging needs. Latest UPC/Barcode printing machines, scanners, etc.

Well-Managed Network of Offices

We have well-organized internal infrastructure, devoid of limitations faced by cottage industry operators.

A network of local offices manned with fully trained taskforce with proficiency in textiles and localized production know-how.

New Product Introductions in Every Season

We launch new product lines in each category, every season. Reputed designers and color consultants from Europe and USA are

hired for the same

We always satisfy our customers with quality. Customer satisfaction is one of the most important aspects of any organization. If customers aren’t satisfied, no money will be made and the organization won’t last. Customers can come in several forms. They can be

consumers wishing to purchase products ranging from fun wants to actual needs, or people searching for specific services.

Customers of Multan Industries

Canada, U.K, Thailand, France, Belgium, Germany and Australia are the main customers of Multan industries and approximately 97% of our product is exported in these countries and we are satisfying them with our best quality. Local markets of Pakistan are also the major customers

Customers Feedback

Multan industries check the performance with getting their orders. When the customers of Multan industries are satisfied they will ordered again to org.The management judge the performance and feedback with the orders.

Customer Complaints

Customer complaints received to Multan industries mostly by mail and land line. Multan industries getting the minimum complaints because the reason is that we mostly meet the orders given by the customers

Services Quality

We judge the quality of Multan Industries from that situation when we visited the organization, they given us full protocol, fully cooperate with us. If they given us only as a visitor a lot of respect then it is jugging that how they provide services to their customers

GENERAL INFORMATION ON COMPANY PROFILE:

01 Name of Organization

Multan industries Multan.

02 Email address

[email protected]

03 What is the major business of your organization?

Manufacturer and Exporter of Home Textile & Yarn Dyed Fabrics.

04 Age of company:

In 08 aug, 1980 Company was established.

05 What is the size of your organization?

Yarn Dyeing 3000pond/day

Finishing(packing)etc 1000000pcs/month.

Weaving 200 looms 300000-500000 mtrs/month

06 Annual turnover:

6,15,44,67,932 is the annual turnover.

ABOUT YOU

07 Position of respondent in company

Quality&production Manager Mr.Amjad Farooq Bajwa

08 The department in which you work:

In Quality and production department I work.

09 Your qualification:

I have passed B.sc and I am working on my experience and skills. I am working in this org from 19 years old

KNOWLEDGE ABOUT TQM

10 If your organization is ISO 9000 certified, when did it be firstly certified? Which year?

Organization is certified with ISO 9002 in 1980.

11 Does your organization have quality information system?

Yes! Our organization has quality information system.

12 How many people are involved in quality circle?

Four people involve in quality circle.

13 Does the org go for quality audit?

Yes, Our org go for quality audit which is mostly done by the people outside the country .

14 How does TQM works for your organization?

T.Q.M. works in our org consciously and efficiently. Our org is running totally on the basis of quality

15 What quality improvement program do you have? Getting orders Training Employees Good quality yarn Form Sample Check Customers response Formation of product

16 What is your organization’s perception of quality?

Without quality our organization cannot run successfully and also chances of fall down.

17 How your top level management is involved in TQM?

Our top management is fully involved in implementation of T.Q.M. Firstly our top management making whole decisions of quality then announced to lower level management.

18 How you focus on your internal customers?

We have our own and approximately permanent internal customers. Give extra benefits like as medical allowance and old age benefits in shape of pension.

19 How do you focus on your external customers?

It is responsibility of export manager and our market manager. And also provide service quality with product quality

20 How do you gain effective utilization of your entire workforce in TQM?

Through training of employees, and giving job security

21 Does your entire workforce have clear understanding of TQM plans? If yes then how did you make them understand?

Yes our entire workforce have clear understanding of TQM plans. After planning of higher management our quality manager communicate with entire workforce.

22 Which types of improvement you incorporate into your business and production process

We receive customer complaints with fully attention and solve them.Delayance, wastage and prevent the errors.

23 How do you treat your supplies as a partner?

We treat our suppliers as a partner because our quality starts from our suppliers and giving them friendly environment.

24 Which performance measure do you use for the processes?

We use the Japanese concept of Kan ban system.

25 The stage when you corporate quality into your product?

During whole process.

26 Which Quality dimensions you claim your product possesses?

Quality performance and conformance base.

27 How you would rate importance of quality into your product?

We match our product with previous product or with competitive product.

28 What benefits you have gain through implementation of TQM?

We are expanding our business across the boundary. Making the loyal customers and increasing the reputation and goodwill of organization.

29 The obstacles you are facing in implementation of TQM in your organization?

Three main obstacles are as follows.

Cost of material

Shortfall of electricity

Shortfall of gas

30 How your organization does solve quality related problems?

When any problem occurs then upper management conduct meeting and revise whole the process.

31 What you want to achieve in long term?

We want to achieve continuous improvement and competitive edge. And want to become the market leader

32 What is the main focus of your quality council?

To built the relation with suppliers and employees who are the key persons of maintaining of quality

33 How you communicate the information in quality council?

We conduct the formal meeting at every new order and transfer information and give the particular instruction

34 How you involve your front line employee to maintain quality?

Our quality manager conduct the meeting with front line employee.

35 How many people in quality council?

Four people involve in quality circle.

36 How you create coordination between the members of quality council?

Our quality council is permanent. There is no concept of conflict and built the coordination with arranged seminars and give equality

37 Which factor more effect regarding quality?

Suppliers, material and production process

38 How performance is properly measured in the organization?

Performance is measured with checking of the all factors involve in whole process

39 Is Company representatives are well trained?

Yes all the presentation are well trained and having KSA’s

40 The Company responds to customer’s inquiries in a timely manner?

Yes, as any confusion comes from customers we manage and use the JIT philosophy.

41 Are you Provide services at the time you promise to do so?

Yes we provide service quality same as provide product quality

42 How you resolve the customers’ complaints?

There are minimum chances of complaints because first we try to make the sample then

after the respond we make product

43 Which techniques are used to get the feedback from customers?

Through E-mail and land line.

44 How organization’s policy helps in improving in morals of employees?

We give the extra benefits to our employees like as friendly environment, job security,

and pension facility

45 How employees keep updated with the changes in job skill and design?

We trained our employees and updated job skill

46 Does the performance is properly measured?

Yes the performance is properly measure during production and whole the process from

initiating to end

47 Is the regular and effective inspection help in measuring quality of

product/service?

Yes effective inspections always help in measuring the quality of product and services

48 Have you any team to exercise quality control on periodic basis?

NO.

49 What technique do you use to measure gap between you and your internal customer? If yes then how you cover this gap?

There is a friendly environment in our organization but there is difference related with job authority

50 How do you measure the satisfaction of your internal customers?

With their performance the satisfaction of our internal customers we measured.

51 What statistical tools do you apply in your TQM?

Our orders show our performance and we check our job order sheet.

52 What techniques do you use in continuous improvement for your TQM?

Training of employees, advance technology, quality of matrial

53 Who are your competitors?

Every textile mill is our competitor.

54 Are your techniques different from your competitors? If yes then how?

Yes our techniques are some different because we want to gain competitive advantage

55 What techniques you use to compete your competitors?

Different Strategies

Improve quality

Built relation with customers, employees and suppliers for loyalty and decreasing the turnover

.

56 Overall, do you think that TQM brings positive effect to your organization?

Yes it’s bringing positive effect to our organization because customers need the quality product and that’s the reason for creating the image of organization in the customers mind. We think that the organization’s reputation is most important from any other purpose.

Conclusion

We personally visited to the Multan Industries Multan and interview the Manager for some question about TQM. After interview we make a report of TQM. In this report we tells the company vision Mission, his all activates related to the Total Quality Management. We also tell the Quality Council profile and how much they produce in one day and in one year and who are their Customer, supplier and competitor. We also tell that how they manage the quality and order fulfillment process. They refer to export the best quality product into the international market as well as into domestic market.

Photo Session

total quality management

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