total quality management final project

8/9/2019 Total Quality Management Final Project

http://slidepdf.com/reader/full/total-quality-management-final-project 1/29

TOTAL QUALITY

MANAGEMENT

SUBMITTED TO:

PROF.SAJID JAVED AKBAR

SUBMITTED BY:

Syed Haider Ali 950Jazib Ali 958 Asim illiam !e"r#e 9$%

&sama 'a(eed 9)5Badar Jamil 98* Adil 98

SECTION:

AF+ER,OO, -F

HAILEY COLLEGE OF COMMERCEUNIVERSITY OF THE PUNJAB

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ACKNOWLEDGEMENT

i/ 1mbles/ a2d si23eres/ 4"rds I /a26 Almi#/y Alla /e3"m7assi"2a/e a2d mer3i1l 4" bes/"4ed 17"2 1s /e 7"/e2/ial a2d

abili/y /" 3"2/rib1/e a dr"7 " ma/erial i2 /e eis/i2# "3ea2 " 62"4led#e.

I i2:"6e 7ea3e "r H"ly Pr"7e/ '1ammad -7b1 4" is"re:er a /"r3 " #1ida23e a2d 62"4led#e "r 1ma2i/y as a 4"le.

I am i#ly i2deb/ed /" "1r res7e3/ed /ea3er a2d resear3s17er:is"r ;Sir Sa(id Ja:ed A6bar< "r is :al1able #1ida23ee23"1ra#eme2/ 3""7era/i"2 a2d dis31ssi"2. His 12/iri2# a//i/1de/"4ards 4"r6 as #i:e2 me /e e2/1siasm /" "ll"4 /is a77r"a3/"4ards lie. I "2es/ly belie:e /a/ "1r irs/ e:er=a3ademi3 4"r6

4"1ld a:e bee2 alle2 4ell s"r/ " re>1ired s/a2dard i is able#1ida23e 4ere 2"/ "r/ 3"mi2#.I am really #ra/e1l /" ;,azir Ama2 Sid1 Preside2/ " /e Pearl

?"2/i2e2/al H"/el Em7l"yees &2i"2< @a"re 4" 7ermi//ed 1s /"12ders/a2d /is im7"r/a2/ 4"r6.

," e7ressi"2 :erbal "r "ral 3a2 be a 3"23l1si:e i2/er7re/er " eeli2#. ,"4 I am /ryi2# /" a362"4led#e a /reme2d"1s deb/ " eeli2#s "r my res7e3/able /ea3er a2d rie2ds I a:e a se2se " dissa/isa3/i"2. B1/ i/ is ear/e2i2# /" belie:e /a/ si23eri/y as i/s"42 4ays " ass1ra23e.

I "4e deb/ " /a26s /" my resear3 ell"4s 'iss +aira 'iss!azala 'iss +emi2a 'iss Fari2a 'iss 'e4is 'iss 'e4is'iss @1b2a "r /eir 3""7era/i"2 a2d e3elle2/ /eam4"r6.

A2d " 3"1rse I am m"s/ i2deb/ed /" my 7are2/s 4i/"1/ /eirs177"r/ e23"1ra#eme2/ a2d d1e /eir 4"r6 4"1ld a:e 2e:er bee27"ssible.

'ay !"d Bless +em All.

&r""( Sara Ka2 (Group Leader)

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PEARLCONTINENTAL

HOTEL

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CONTENTS

• P1r7"se " resear3 7r"7"sal• I2/r"d13/i"2

• Fa3ili/ies

• 1ali/y e:al1a/i"2

• ?"m7e/i/"rs

• ?1s/"mer<s eedba36

• Pr"ile " /e "/el• 'issi"2 s/a/eme2/

• Pr"blem s/a/eme2/

• Resear3 desi#2

• Da/a 3"lle3/i"2 me/"ds

• 1ali/y ass1ra23e

• @eadersi7

• I2"rma/i"2 C a2alysis

• S/ra/e#i3 >1ali/y 7la22i2#

• H1ma2 resear3 de:el"7me2/ Cma2a#eme2/

• 'a2a#eme2/ " 7r"3ess >1ali/y

• 1ali/yC "7era/i"2al res1l/s

• ?1s/"mer "31s C sa/isa3/i"2

• S1##es/i"2s

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PURPOSE OF RESEARCHPURPOSE OF RESEARCHPROPOSALPROPOSAL

?"2d13/i2# a resear3 7r"(e3/ s133ess1lly is a #ia2/s/e7 /"4ards be3"mi2# m"re ee3/i:e as a ma2a#er

I/ el7s i2 de:el"7i2# se2si/i:i/y a2d abili/y /" ide2/iy

im7"r/a2/ :ariables i2 a 7ar/i31lar si/1a/i"2.

I/ de:el"7s abili/y /" same 7r"blems /a/ may be s1ra3i2#

r"m /ime /" /ime i2 b1si2ess e2:ir"2me2/.

I/ e2ables /" #a/er i2"rma/i"2 >1i36ly by as6i2#

a77r"7ria/e >1es/i"2s r"m ri#/ s"1r3es i2 a2 12biasedma22er.

@"3a/i"2 a2d e/ra3/i"2 " rele:a2/ i2"rma/i"2 r"m

71blised s"1r3es i 7"ssible.

Abili/y /" 3learly 3"23e7/1alize /e l"#i3al rela/i"2si7sam"2# :ariables i2 a2y #i:e2 si/1a/i"2 is e2a23ed.

I/ el7s i2 62"4i2# 4i3 as7e3/s " a s/1dy 3"1ld be

ad:a2/a#e"1sly a77lied /" a 7r"blem e23"12/ered i2 y"1r"42 4"r6 si/1a/i"2.

I/ el7s 1s i2 be3"mi2# m"re dis3rimi2a/i2# s"7is/i3a/ed

3"2s1mer " resear3.

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INTRODUCTION

HOTEL DESCRIPTION & LOCATION:

+e Pearl ?"2/i2e2/al H"/el @a"re is l"3a/ed "2 Sara=e=1aid=e= Azam -+e 'all "77"si/e !":er2"r H"1se ) 6m r"m /e @a"reI2/er2a/i"2al Air7"r/ $ 6m r"m /e 'ai2 Rail4ay S/a/i"2 a2d *.56m r"m /e mai2 ?i/y B1si2ess ?e2/re.+e B1si2ess ?e2/re 4i/i2 /e "/el 3"m7rises " /e m"s/ m"der2e>1i7me2/ "r all y"1r se3re/arial 2eeds a2d b"ardr""m a3ili/ies.Pearl=?"2/i2e2/al H"/el 7r":ides a 7r"essi"2ally r12 Fi/2ess ?l1b.Se7ara/e arra2#eme2/s "r ladies a2d #e2/lema2 are a:ailable.+e #1es/s a:e a33ess /" all 6i2ds " ser:i3es a2d a3ili/ies s" as /"ma6e /eir s/ay 2"/ "2ly 3"m"r/able b1/ als" a mem"rable "2e.

GUESTROOM:

+e Pearl ?"2/i2e2/al @a"re is a 5S/ar Del1e "/el 3e2/rally l"3a/ed

i2 /e ear/ " @a"re. +e H"/el is5 mi21/es dri:e a4ay r"m /e3e2/ral 3i/y a2d 5 mi21/es a4ay r"m Allama I>bal I2/er2a/i"2al

Air7"r/. 'ai2 a//ra3/i"2 "r :isi/"rs/" @a"re are @a"re F"r/ '1#laiBadsai '"s>1e '1#laiSalimar !arde2s P"l" ?l1b!ym6a2a !"l ?"1rse Alamra

Ar/s ?"123il @a"re '1se1m 1aid=e=Azam @ibrary a2d Ra3e?"1rse Par6 4i3 are 4i/i2 *0 6m radi1s " /e H"/el.

+e H"/el as %85 e3l1si:ely a77"i2/ed bedr""ms 4i3 i23l1des*9 S/a2dard r""ms 8 A/ri1m Del1e r""ms a2d %9 @11ri"1sS1i/es 7r":idi2# :ari"1s le:els " #1es/ 3"m"r/.

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All bedr""ms " /e "/el ea/1re 4i/ ele3/r"2i3 6ey sys/em saede7"si/ b"es I2/er2a/i"2al dire3/ diali2# Da/a 7"r/ Sa/elli/e +V?a22els a2d 'i2ibar. +" e2s1re /e #1es/ sae/y a2d se31ri/y all

bedr""ms are e>1i77ed 4i/ sm"6e de/e3/"rs a2d 4a/er s7ri26lers.

F"r i#=le:el se31ri/y " /e :al1ed #1es/s /e "/el is e>1i77ed 4i/3l"sed 3ir31i/ +V sys/em a2d "1r elab"ra/e s3a22i2# sys/em "r "/el#1es/s:isi/"rs a2d /eir bel"2#i2#s. +is e>1i7me2/ is s/a/e="=/e=ar/ a2d ma22ed r"12d /e 3l"36 by 4ell=/rai2ed 7r"essi"2als.

DINING:

F"r /e i2es/ 31isi2e i2 /e 3i/ydi2e i2 a2y " /e res/a1ra2/s

a:ailable a/ /e "/el. +ey "era :arie/y " 31isi2e ra2#i2# r"m12i>1e Pa6is/a2i deli3a3ies /"s1m7/1"1s ?i2ese a2d?"2/i2e2/al dises.

BUKHARA RESTAURANT:

+e H"/elGs +erra3e res/a1ra2/ isa s7e3iali/y res/a1ra2/ re2"42ed"r i/s i2e barbe31e deli3a3ies a2d e/2i3 a/m"s7ere. F"r b"/i2d""r a2d "1/d""r di2i2# 4i/ li:e m1si3. Sea/i2# 3a7a3i/y *50sea/s. O7e2 r"m )0 /"**00 P'.

MARCO POLO CAFE: +e H"/elGs S"4 Pla3e. Is re3"mme2ded"r s17erb re2di/i"2s " Pa6is/a2i a2d ?"2/i2e2/al dises. +isele#a2/ ye/ i2"rmal res/a1ra2/ is "7e2 r"12d /e 3l"36 a2d ser:es

b1e/s a day Brea6as/ @123 C Di22er. Aside r"m /e b1e/s7read a la 3ar/e meals are als" a:ailable. I/ as a sea/i2# 3a7a3i/y

" *$0 sea/s.

NADIA TEA LOUNGE: +e H"/elGs @i:i2# R""m. ?"mma2ds a/reme2d"1s :ie4 " /e l"bby ser:i2# ?"2/i2e2/al brea6as/ Hi /eame21 a2d ?"ee /r"1#"1/ /e day "r e:e2i2# i2 a m"s/ 3"2#e2ialse//i2#. Sea/i2# 3a7a3i/y sea/s. O7e2 r"m 8 A' /"** P'.

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THE CLUB: +e H"/elGs B1si2ess ?"r2er. A2 e3l1si:e di2i2# a3ili/y i2 /e B1si2ess?e2/re. I/ 7r":ides 7ri:a3y re3"#2i/i"2 i2 a7ri:a/e ?l1b ambie23e. +r"lley Ser:i3e F"rBrea6as/ @123 a2d Di22er C S2a36s

4i/ a 'e21 D1 J"1r. Sea/i2# 3a7a3i/y 8sea/s O7e2 "r ?l1b 'embers O2ly.

TAIPAN: +e H"/elGs ,"ble Ve21e.+ai7a2 is /e 7la3e /" sam7le dim s1mdeli3a3ies a2d re#i"2al ?i2ese dises

ser:ed i2 ele#a2/ s1rr"12di2#s. I/ is "7e2 "r b1e/ l123 a2d ser:esa la 3ar/e di22er e:ery 2i#/. Sea/i2# 3a7a3i/y 88 sea/s.

FACILITIES

HEALTH CLUB

Pearl=?"2/i2e2/al H"/el 7r":ides a 7r"essi"2ally r12 Fi/2ess ?l1b. A2e4 s/a/e="=/e=ar/ Heal/ ?l1b as bee2 added 4i/ /4" diere2/

se3/i"2s "2e "r #e2/s a2d /e "/er "r ladies. F"r a reresi2# s/ar//" /e day "r re3"17i2# " e2er#y i2 /e e:e2i2# e2("y #rea/e7erie23e " /e Heal/ ?l1b 4i3 #i:es

y"1 a33ess /"

=Sa12a=Rele"l"#y=S/eam +era7y =Hydr"/era7y =@a7 P""l

=S4edis +ai 'assa#e=Ar"ma +era7y =+e22is ?"1r/=S4immi2# P""l ell=e>1i77ed #ym2asi1m

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CONFERENCE & BANQUET

e2 y"1 7la2 a2 e:e2/ a/ Pearl

?"2/i2e2/al H"/el @a"re 3"12/ "2 m"re/a2 sim7ly a 7la3e /" #a/er. ?"12/ "2/e 1l/ima/e i2 ser:i3e "r#a2iza/i"2 a2d3"2:e2ie23e. e 7r":ide e:ery/i2# y"13"1ld e7e3/ r"m a Fi:e S/ar del1e "/eli23l1di2# ?er/iied 'ee/i2# Pr"essi"2als/" 4"r6 4i/i2 y"1r b1d#e/ a2d a ra2#e" ra/e 7la2s "r #r"17s " a2y size. ea:e ":er 55000 s>1are ee/ " mee/i2# s7a3e. +e ?rys/al Ballr""m

4i3 a33"mm"da/es 17 /" *000 Pe"7le /" "1r B"ard R""mea/1ri2# sea/i2# "r 0. O1r i2="1se a1di":is1al ser:i3es a2d "1re7erie23ed Ba2>1e/ S/a s177"r/ y"1r e:e2/Gs s133ess.

HOTEL FACILITIES & SERVICES +e #1es/s a:e a33ess /" all6i2ds " ser:i3es a2d a3ili/ies /" ma6e /eir s/ay 2"/ "2ly 3"m"r/able

b1/ als" a mem"rable "2e.

+e Pearl ?"2/i2e2/al H"/el @a"re is 2"/ sim7ly all /a/. I/ as e:ery i2/e2/i"2 " "eri2# i/s #1es/<s ser:i3es a2d a3ili/ies /a/ /ey e7e3/" #e21i2e Fi:e S/ar "/els ser:i3es /a/ a:e 2"/ ye/ bee2 madea:ailable "2 /is s3ale be"re i2 Pa6is/a2.

Besides /ese "ll"4i2# ser:i3es a2d a3ili/ies are a:ailable /" "1r#1es/s

- 9 -



• @a12dryDry ?lea2i2#

• Par6i2#• Airli2e Oi3es• B""6s/"re• % H"1r R""m Ser:i3e

• Je4ellery C !em S"7s• Baby Si//i2#• I2=H"1se D"3/"r• B1si2ess ?e2/re• A1/"rized '"2ey ?a2#ers

• ?ar Re2/al• +ra:el Des6• Fl"ris/

• Parma3y

QUALITY EVALUATIONQUALITY EVALUATION

O2e " /e m"s/ i22":a/i:e "/els " Pa6is/a2 4ere ar/ a2d"ri#i2ali/y ele#a2/ly 3"mbi2e /" "er y"1 s"me rare s7e3/a3les.@"3a/ed i2 a b1sy dis/ri3/ /e s7ar6li2# a3ade a2d 3i3 e2:ir"2me2/

4ill ill y"1 4i/ 4"2der.

Ima#i2e a2 e7erie23e 3rea/ed /" mee/ y"1r e:ery desire 4ere y"1are m13 m"re /a2 a 2ame "2 re#is/er = 4ere ser:i3e is 2"/ (1s/ a

4"rd = i/ is a 4ay " bei2#. +e s/yle s1rr"12ds y"1 a2d ma6es y"1

eel s"7is/i3a/ed. "1 3a2 a3/1ally eel /e :ibes " #lam"1r m":ies/ars a2d i2/elle3/1als /a/ #i:e @a"re a :ibra2/ is/"ry.

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COMPETITORSCOMPETITORS

COMPETITORS IN LAHORE:COMPETITORS IN LAHORE:

A:ari H"/el a2d +"4ers

?"12/ry ?l1b H"/el

@eaders I22 H"/el

S12

COMPETITORS IN ISLAMABAD: Sere2a H"/el

'arri"// H"/el

H"/el 'ar#ala

H"/el ?r"42 Plaza

H"/el 'ar#ala

COMPETITORS IN KARACHI:

Sera/"2 H"/el a2d +"4ers

A:ari H"/el a2d +"4ers

'arri"// H"/el

?arl/"2 H"/el

'era2 H"/el

CUSTOMERS FEEDBACK CUSTOMERS FEEDBACK

e belie:e /a/ 31s/"mer<s "7i2i"2 a2d ad:i3e is /e 6ey /" 6ee717 /e e3elle2/ >1ali/y 4i3 4ill sa/isy /e re>1ireme2/s " "1r

:al1ed 31s/"mers.

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QUALITY ASSURANCEQUALITY ASSURANCE+ere is 2" 3"m7r"mise "2 >1ali/y PEARL

CONTINENTAL HOTEL

PROFILE OF THE HOTEL

Address:Sara=e=1aid=e=Azam@a"re Pa6is/a2

+e Pearl ?"2/i2e2/al H"/el @a"re is l"3a/ed "2 Sara=e=1aid=e= Azam -+e 'all "77"si/e !":er2"r H"1se ) 6m r"m /e @a"reI2/er2a/i"2al Air7"r/ $ 6m r"m /e 'ai2 Rail4ay S/a/i"2 a2d *.5

6m r"m /e mai2 ?i/y B1si2ess ?e2/re.

Wes!"e: ###$%'("e)s$(*$%+

He,d O--!e: Address: Pa6is/a2 E2#i2eeri2# ?"123il B1ildi2# A//a/1r6 A:e21e

Eas/ !=5 BArea Islamabad.L,.d*,r+: A//a/1r6 A:e21e Bl1e Area !=5Pa6is/a2

E2#i2eeri2# ?"123il Pearl ?"2/i2e2/alC!"/: Islamabad

Br,.' O--!e:

Address: +e 'all R"ad Ra4al7i2diL,.d*,r+: 'all R"ad Pearl ?"2/i2e2/alC!"/: Islamabad

Address: Sara=e=1aid=e=Azam @a"re

L,.d*,r+: Pearl ?"2/i2e2/al Sara=e=1aid=e=AzamC!"/: @a"re

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http://www.pchotels.com.pk/

http://www.pchotels.com.pk/



Address: Pearl=?"2/i2e2/al H"/el ?l1b R"ad Kara3i

L,.d*,r+: ?l1b R"ad Pearl ?"2/i2e2/al H"/el PID??"4ra2#i Sera/"2 H"/el C!"/: Kara3i

MISSION STATEMENT

Pearl ?"2/i2e2/al H"/el @a"re 7"ssesses ale#a3y /a/ ma6es y"1 realize /a/ /ere is 2"

7la3e li6e /is = ye/ y"1r e7erie23e is esse2/ially a2d 12i>1ely y"1rs.L

This is what we offer you.

PROBLEM DEFINITIONPROBLEM DEFINITION

A 7r"blem 3"1ld sim7ly i2di3a/e a2

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I2/eres/ i2 a2 iss1e 4ere i2di2# /eRi#/ a2s4er mi#/ el7 /" im7r":e

A2 eis/i2# si/1a/i"2.L

Pr"blem dei2i/i"2 s"1ld 7er/ai2 /"

PROBLEM STATEMENT OFPROBLEM STATEMENT OFHOTELHOTEL

+e PEAR@ ?O,+I,E,+A@ HO+E@ 4a2/s /" 3arry "2 /e>1ali/y le:el as be"re b1/ /ey are a3i2# s"me 7r"blemsrela/ed /" leadersi7 2"/ "2ly i2 "2e b1/ als" i2 /e ":erall

"/el s" /ey a:e /" l""6 "r4ard "r s"me s"l1/i"2s.

- 14 -

Finding solution for a

business problem

Sope for impro!ement

"oneptual larit# for better

t$eor# building

%ns&er a resear$

'uestion empiriall#



0 HOW TO BE GOOD LEADERS1

RESEARCH DESIGNRESEARCH DESIGN

A resear3 desi#2 is /e #ame 7la2

Or bl1e 7ri2/ a2d s7e3ii3a/i"2 "r?"2d13/i2# resear3 i2:es/i#a/i"2.L

I/ is /e sys/ema/i3 7la2 /a/ #1ides da/a 3"lle3/i"2a2d a2alysis

RESEARCH DESIGN

- 15 -



DATA COLLECTION METHODSDATA COLLECTION METHODS

,"4 ere is /e #i:e2 7r"blem i/ is y7"/esizes /a/ /e@EADERSHIP PROB@E' IS ARISI,! I, A@@ +HE

DEPAR+'E,+SL

Here /e resear3 desi#2 s"1ld be el71l be3a1se aresear3er 3a2 be "rm1la/ed "r de:el"7ed diere2/s/ra/e#ies /a/ "4 /" 3"lle3/ da/a "4 /" im7leme2/s/ra/e#ies a2d 4a/ /y7e " s/1dy is 2eeded i/.

F"r /e #i:e2 7r"blem 4e a77ly resear3 desi#2 i2 s13 a 4ay

DATA COLLECTED

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($at t#pe of data olleted)

*ata olletion proedure

*ata olletion met$ods

+nterpretation , anal#sis

"ompletion of

resear$ design



QUALITY ASSURANCE

D1ri2# /e da/a 3"lle3/i"2 7r"3ess as6i2# >1es/i"2s r"m /e

ma2a#eme2/ /e "ll"4i2# i2"rma/i"2 is "b/ai2ed.

@eadersi7

I2"rma/i"2 C a2alysis

S/ra/e#i3 >1ali/y 7la22i2#

H1ma2 res"1r3e de:el"7me2/

a2d ma2a#eme2/ 'a2a#eme2/ " 7r"3ess >1ali/y

1ali/y a2d "7era/i"2al res1l/s ?1s/"mer "31s C sa/isa3/i"2

LEADERSHIP

'a2a#eme2/ is 3"mmi//ed "r >1ali/y.

- 17 -

uestionnaires

Sur!e#s

+nter!ie&s



E:ery day a mee/i2# " "2e /" /4" "1rs /a6es 7la3e i2

4i3 /"7 ma2a#eme2/ a2d ead " all de7ar/me2/s

dis31ss /e >1ali/y le:el a2d ":erall 7er"rma23e /r"1#

a 31s/"mer eed ba36.

De3isi"2=ma6i2# is 3e2/ralized i2 P?. +"7 'a2a#eme2/

ma6es all de3isi"2s.

+ey are em7asizi2# "2 1ali/y i2s/ead " +"/al 1ali/y

'a2a#eme2/.

+ey d"2</ a:e a2y >1ali/y 3er/ii3a/i"2 b1/ /ey are

be23mar6i2# 'arri"// H"/el. +"7 'a2a#eme2/ deals 1ali/y as a F123/i"2.

+"7 ma2a#eme2/ 3"mm12i3a/es 4i/ /e ead "

de7ar/me2/s 2"/ 4i/ "7era/i"2al s/a.

+ey a:e b1il/ a2 ee31/i:e 3"mmi//ee b1/ 4i/ 2arr"4

>1ali/y :isi"2.

+ey are s"3ially res7"2sible. +ey a:e de:el"7ed /4"

"12da/i"2s.

H"7e "12da/i"2

&meed=e=,""r "12da/i"2

+ey 7r"7erly dis7"se " /eir 4as/e. +ey a:e s7e3ii3

:e2d"rs 4" /a6e all /e 4as/e a2d dis7"se i/ 7r"7erly.

+ey re#1larly 7ar/i3i7a/e i2 3lea2 e2:ir"2me2/ 4al6 a2d

7"4er 7la2/.

INFORMATION AND ANALYSIS:

+e basi3 s"1r3e " i2"rma/i"2 is 31s/"mer eedba36.

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+ey #e/ eedba36 /r"1# 3"mme2/ 3ards illed by /eir

#1es/s.

+ey are e/e2si:ely 1si2# 3"mme2/ 3ards. E.#. r""m

3e36 "1/ la12dry 7as/ry s"7 a2d FCB ?"mme2/ ?ards.

+ey 7la3e a eedba36 "rm a/ ea3 r""m 4i3 31s/"mer

ill a2d a/ /e /ime " de7ar/1re dr"7 /is eedba36 "rm

i2/" eedba36 b".

+is eedba36 "rm is m"s/ im7"r/a2/ "r "/el be3a1se i/

3":es all as7e3/ " "/el li6e r""m a3ili/ies 3a/eri2#

ser:i3es r""m ser:i3es e/3. +ese 3"mme2/ 3ard a2d eedba36 "rm #i:e reas"2able

i2"rma/i"2 /" "/el ab"1/ /e 31s/"mer s/ay a/ P?.

O2 /e basis " /is eedba36 #ra7s a2d 3ar/s are

7re7are i2 s/a/is/i3al re7"r/s a2d 7r"blems are ide2/iied

"2 daily basis.

+ey als" 3"2d13/ i2"rmal i2/er:ie4s r"m #1es/ 4ile

#i:i2# 3er/ai2 ser:i3es li6e brea6as/ a2d /ry /" e2s1re

31s/"mer sa/isa3/i"2.

+ey 3e36 /e bea:i"r a2d 4ay /" deli:er /e ser:i3es "

/eir em7l"yees /r"1# mys/ery s"77er. I/ (1s/ li6es a2

i2/er2al a1di/.

Ob(e3/i:e >1es/i"2s " 3"mme2/ 3ards are dis/rib1/ed

be/4ee2 i:e diere2/ ra/i2#s r"m e3elle2/ /" :ery bad.

+ey are 31rre2/ly be23mar6i2# 'arri"// I2/er2a/i"2al

"/el "r s"me e/e2/ a2d /ey are als" ad"7/i2# s"me

s/a2dard " HIVS "r s"3ially res7"2sible.

- 19 -



STRATEGIC QUALITY PLANNING

+ey d"2</ a:e a2y 7la2es s7e3ii3ally "r >1ali/y.

+ey a:e 2" >1ali/y 3ir3le a2d >1ali/y /eam i2

"r#a2iza/i"2. +ey a:e re3e2/ly ired /eir >1ali/y

ma2a#er.

+ey mai2 "31s is "2 /e >1ali/y /r"1# im7r":i2# /e

7r"d13/i:i/y s"l:i2# /e 7r"blems 31s/"mer "31s a2d

/r"1# /eir em7l"yees.

+" im7r":e >1ali/y a2d 7r"d13/i:i/y /ey made *0 >1ali/y

s/a2dards a2d /ese s/a2dards dis/rib1/ed am"2# all /e

em7l"yees s" /a/ /ey 7r"7erly a4are " /em.

+ese *0 s/a2dards are as "ll"4

a. ?are

i. Is bei2# a33e7/ed a2d l":ed ?"mes r"m ear/

ii. +4" 4ay s/ree/ as y"1 #e/ 3"mme2ded by #1es/ by ma2a#eme2/

b. @"yal/y

i. 'ai2 3ara3/eris/i3 " 3ara3/er

ii. Oer be//er ser:i3e i l"yal /" 7r"d13/

iii. @"yal/y s""2er "r la/er is al4ays re4arded

3. E2/1siasm

i. 'a6es /e #1es/s eel 4el3"me

ii. D"mi2a/es /e 7r"blems a2d iss1es

iii. ?alms /e #1es/s a2d #i:e "7e "r s"l1/i"2

d. Pa/ie23e

- 20 -



i. E/remely im7"r/a2/ /" lis/e2 7a/ie2/ly

ii. 'a6es /e #1es/s eel #""d

iii. 'a6es 1s 12ders/a2d /e 3"23er2s a2d 2eeds

e. Frie2dli2essi. 'a6es /e #1es/s a/ "me a4ay r"m "me

. P"si/i:e a//i/1de

i. Sim7ly a:"idi2# sayi2# 2"

ii. Basis " rie2dli2ess e2/1siasm 7a/ie23e a2d

4illi2#2ess /" #" e/ra mile

#. ?"mm12i3a/i"2

i. E/remely im7"r/a2/ "r d"i2# /i2#s ri#/

ii. Be #""d lis/e2ers a2d 12ders/a2d basi3s 3"23er2s

3"me 17 4i/ /e s"l1/i"2

. +a6i2# res7"2sibili/y

i. !r"4 a2d #" 17 /e ladder as/er

ii. Bei2# i#li#/ed as 7"/e2/ial s17er:is"r

i. Fleibili/y

i. ?a2 2"/ be s/ied

ii. +" ma6e #1es/ a77y

iii. Ad(1s/me2/s i2 ra/es a2d addi2# :al1e /" /e s/ay

(. E/ra milei. Oeri2# s1r7risi2# ser:i3e

ii. Oeri2# 12belie:able ser:i3e

iii. 'a6e 31s/"mer l"yal

i:. 'a6es #1es/s re/1r2 31s/"mers

- 21 -



HUMAN RESOURCES DEVELOPMENT

& MANAGEMENT: HR 7er"rmi2# /e "ll"4i2# 123/i"2s

2$ Pla22i2# "r#a2izi2# leadi2# 3"2/r"lli2# re3r1i/me2/

dis3i7li2e 7raises 7r"3ed1res a2d 3"m7e2sa/i"2s.

Em7l"yees are i2:"l:ed i2 de3isi"2 ma6i2# i2 3er/ai2

le:el. +"7 ma2a#eme2/ ma6e 7"li3es a2d 7r"3ed1re a2d

em7l"yee are ree /" ma6e de3isi"2 4i/i2 dei2ed

7arame/ers7"li3ies.

+ey a:e brai2s/"rmi2# sessi"2s i2 ea3 mee/i2# i2

4i3 /ey /a6e s1##es/i"2s r"m em7l"yees.

+ey /a6e s1##es/i"2s r"m em7l"yee a2d /e2 dis31ss

/em i2 /eir #e2eral mee/i2# eld i2 e:ery m"r2i2#.

'"s/ly re3r1i/me2/ is d"2e /r"1# i2/er2al iri2#.

+ey a:e /ree 6i2d " iri2#

3$ ?"2/ra3/ base

4$ Perma2e2/

5$ Daily 4a#es

Basi3 "rie2/a/i"2 a2d /rai2i2# is d"2e "r 2e4 em7l"yee.

+ey #" "r i2="1se a2d "1/=side /rai2i2# b"/. F"r

ee31/i:e le:el /rai2i2#s /ey "1/s"1r3e /e ser:i3es "

3"12/ries li6e D1bai

+eir em7l"yees a:e bee2 3a/e#"rized i2/" /ree

3a/e#"ries.

6$ 'a2a#ers

- 22 -



7$ S17er:is"rs

8$ !e2eral a2d l"4er em7l"yees

'a2a#er<s /rai2i2# i2:"l:es

9$ Esse2/ial s6ills "r ma2a#eme2/

$ F"12da/i"2 " leadersi7

2;$ H"s7i/ali/y res7"2di2# /" 31s/"mer

22$ ?"12seli2# s6ills

23$ As "/er see 1s -R"le m"del

24$ B1ildi2# a "s7i/ali/y "rie2/a/i"2

25$ Pr"#ressi:e dis3i7li2e

26$ Ee3/i:e mee/i2# C /rai2i2#

27$ !"al se//i2#

28$ 'a2a#i2# 3"2li3/s

29$ 'em"ry s6ills

2$ +ime ma2a#eme2/

3;$ S/ress ma2a#eme2/

32$ Pr"blem s"l:i2#

33$ Em7"4erme2/

34$ Prese2/a/i"2 s6ills

35$ Bea:i"r 7a//er2s

S17er:is"rs /rai2i2# i2:"l:es

36$ I2/r"d13/i"2 /" s17er:is"ry s6ills

37$ 1ali/y 3er/iied /rai2i2#38$ ,e4 ired /rai2i2# a2d 3er/ii3a/i"2

39$ Dis3i7li2e a2d d"31me2/a/i"2

3$ +rai2 /e /rai2er

4;$ ?"2d13/i2# ee3/i:e briei2#

- 23 -



42$ I2d13/i2# 2e4 ass"3ia/es

43$ Ass"3ia/e m"/i:a/i"2

44$ ?"12sel s6ills

45$ ?"2li3/ ma2a#eme2/46$ +eam b1ildi2#

!e2eral a2d l"4er em7l"yee<s /rai2i2# i2:"l:es

47$ H"s7i/ali/y s/a2dards

48$ Ser:i3e e3elle23e s6ills

49$ !1es/ irs/ *0 mi21/es e7erie23es

4$ !1es/ res7"2se a2d ee3/i:e 3"m7lai2/ a2dli2#

5;$ O1r basi3s " 4i2i2# #1es/ l"yal/y

52$ S7ea6i2# " sae/y

53$ B1si2ess e/i>1e//es

54$ ?"mm12i3a/i2# 4i/ #1es/s

55$ +ele7"2e e/i>1e//es

56$ !e2eral i2/er7ers"2al 3"mm12i3a/i"2 s6ills

57$ Be//er E2#lis s7ea6i2# s6ills

58$ Fire i#/i2# a2d b"mb a2dli2# a2d /rea/ 3alls

59$ Firs/ aid

+ey a:e a2 I2s/a2/ re3"#2i/i"2 7r"#ram< 4i3

i23l1des #i:i2# re4ard /i36e/s by a77re3ia/i2# a2

em7l"yee<s 7er"rma23e ri#/ "2 /e s7"r/. Per"rma23ea77raisal is /"/ally based 17"2 "2 /e eedba36

Vari"1s em7l"yee a77raisal 7r"#rams are eld li6e.

5$ Em7l"yee " /e m"2/ a4ard

6;$ S17er:is"r " /e m"2/

- 24 -



62$ +i36e/ b""6 7"i2/ sys/em

63$ Hi# re:e21e a3ie:eme2/ a4ard

64$ ?as a4ards

65$ H"2es/y a4ards Em7"4erme2/ " em7l"yee is :ery l"4. +ey #i:e

em7"4erme2/ /" em7l"yee i2 s"me areas.

@e:el " m"/i:a/i"2 is :ery l"4.

Em7l"yees 7r"d13/i:i/y is a1di/ed "2ly /r"1# ea:y

i2s7e3/i"2s

MANAGEMENT OF PROCESS QUALITY:

Ea3 ead " /e de7ar/me2/ is res7"2sible "r /e

7er"rma23e " /e em7l"yee 4"r6i2# 12der im.

+e mai2 "31s " H"/el is "2 31s/"mer eedba36 "r

im7r":eme2/.

?"m7ari2# 31rre2/ res1l/s 4i/ 7re:i"1s 7er"rma23eassesses "1/71/ " /e 7r"3ess.

+ey a:e s7e3ii3 s177liers i2 s"me areas a2d /ey a:e

l"2#=/erm rela/i"2si7 4i/ s177liers. +ey are 2"/ #i:i2#

/rai2i2# /" /eir s177lier.

+ey 3e36 >1ali/y a/ ea3 le:el. F"r 3a/eri2# i/ is

7r"7erly i2s7e3/ed a2d 3er/ai2 /es/s are 7er"rmed /"

3e36 i/s >1ali/y a2d /" e2s1re /a/ i/ is ree r"m

ba3/eria<s. Similarly r""m ser:i3e is 3e36 by r""m

s17er:is"r /" e2s1re >1ali/y.

- 25 -



!1es/ rela/i"2si7 ma2a#er r"2/ "i3ers "r !' imsel

3"me 17 "bser:e /e ser:i3e 7r"3ess 4e2e:er /ere is

s"me l"yal "r :ery im7"r/a2/ 7ers"2 3"mi2# i2 as a #1es/.

'a2a#ers are m"/i:a/ed /" 7i36 /e l1##a#e " /e

31s/"mer i 2" em7l"yee a:ailable "2 /e d1/y.

+ey res7"2d immedia/ely "2 31s/"mer 3all.

+ey are 2"/ meas1ri2# 7r"3ess /ime. I2 3ase " a2y

7r"blem "r 3"m7lai2 r"m 31s/"mer /ey 3e36 i2 4i3

areas im7r":eme2/ 2eed.

+ey als" 3e36 /e bea:i"r " /e s"76ee7ers 4i/31s/"mer.

QUALITY & OPERATIONAL RESULTS

+ey ma6e s1re /e >1ali/y " 7r"d13/ C ser:i3es /r"1#

diere2/ 4ays b1/ m"s/ly /r"1# 31s/"mer eedba36.

+" /em /ey a:e 3"me 17 4i/ e:ery 7"ssible me/"da2d /""ls /" assess /e >1ali/y " /eir "7era/i"2s a2d /"

im7r":e res1l/s. +eir "7/imal res"1r3e " (1d#i2# /eir

"7era/i"2al res1l/s is /r"1# e/er2al 31s/"mer

eedba36s.

+ey a:e 7erma2e2/ s177lier "r /eir s177lies b1/ /ey

als" 7reer /" a:e /eir s177lies r"m /"se 4" is #i:i2#

7remi1m :al1e a2d /ese de3isi"2s are als" made a/ ead

"i3e.

+e 3"m7e/i/i:e ed#e " /e "/el is /eir 2ame 4i3 is

am"1s d1e /" 7r":idi2# #""d a2d >1ali/y ser:i3e.

- 26 -



+ey d" 2"/ #" "r >1ali/y a4ards.

CUSTOMER FOCUS & SATISFACTION

+eir 31s/"mer re/e2/i"2 ra/e is 90M.

+ey are rea3/i:e ra/er /a2 7r"a3/i:e.

+ey res7"2d >1i36ly /" 31s/"mer 3"m7lai2/s.

+ey mai2/ai2 da/abase " /e 31s/"mer. F"r /is 71r7"se

/ey 1se "ra3le s"/4are i2 4i3 /ey mai2/ai2 /e

3"m7le/e da/e " /eir l"3al 31s/"mers li6e da/e " bir/

/eir li6e a2d disli6es e/3.

?1s/"mer da/a is 17da/ed /imely basis a2d /is da/a is

dis/rib1/ed am"2# all de7ar/me2/s i2 4i3 31s/"mer

i2/era3/s.

?1s/"mer sa/isa3/i"2 is de/ermi2ed by eedba36 "2 daily

basis.

F1/1re 7r"s7e3/s a2d i22":a/i:e ideas re#ardi2# 31s/"mer

sa/isa3/i"2 are 6e7/ i2 3"2sidera/i"2 "2 daily mee/i2#s

a2d b1si2ess 7lai2s.

+" #ai2 31s/"mer sa/isa3/i"2 mar6e/ a2alysis a2d

31s/"mer ser:i3es are /a6e2 a/er 3er/ai2 /ime s7a2.

+eir /ar#e/ mar6e/ 3"2sis/s " b1si2ess 3lass "rei#2

7asse2#ers #":er2me2/ a2d 7ri:a/e em7l"yee a2d PIA C

"/er airli2e 7asse2#ers.

- 27 -



SUGGESTIONS

+e /"7 ma2a#eme2/ s"1ld em7asis "2 /e 7il"s"7y " +'

3"2/i21"1s im7r":eme2/ "r >1ali/y im7r":eme2/.

+ey dei2e /eir >1ali/y s/a2dards ee3/i:ely a2d 3"mm12i3a/e

/ese s/a2dards 4i/ em7l"yee. S" /a/ /ey ad"7/ a2d "ll"4 /e

s/a2dards a2d a3/ 17"2 /em.

+e mai2 "31s " "/el s"1ld remai2 "2 /eir 31s/"mer be3a1se

/ey are /e mai2 s"1r3e r"m 4ere /ey ear2 7r"i/. +ey

de/ermi2e /e re>1ireme2/ " /eir 31s/"mers a2d /ry /" 1lill /em

ee3/i:ely.

+ey s"1ld 4"r6 3l"sely 4i/ e4 s177liers i2s/ead " ma2y

s177liers a2d b1ild s/r"2# rela/i"2si7 4i/ /em a2d 7r"7erly

e2s1re /a/ /ey 7r":iders >1ali/y i271/s /a/ mee/s /e 2eed " /eir

31s/"mers.

- 28 -



I2s/ead " "31si2# "2 3e2/ralized de3isi"2 ma6i2# /ey s"1ld 4"r6

"2 /e 7il"s"7y " "7e2 "r#a2iza/i"2 i2 4i3 em7l"yees are

em7"4er a2d i23rease /eir i2:"l:eme2/ i2 de3isi"2 ma6i2# desi#2

a2d 7la22i2#. +ey s"1ld 4"r6 "2 zer" dee3/ ra/es. A sys/em i2 7la3e /" s7"/

dee3/s as /ey "331r ra/er /a2 /r"1# i2s7e3/i"2 a2d re4"r6.

+ey s"1ld red13e 4as/e a2d 3y3le /ime i2 all areas /r"1# 3r"ss=

de7ar/me2/al 7r"3ess a2alysis.

+ey s"1ld 3"2s/a2/ly meas1re /eir 7er"rma23e a2d 7r"7erly

a2alyze i/.

+e 7la22i2# a2d s/ra/e#ies " "/el s"1ld base "2 im7r":i2#

>1ali/y i2s/ead " 7r"d13/i:i/y.

total quality management final project

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