final project of stat

7/31/2019 Final Project of Stat

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UNIVERSITY OF MANAEMENT AND TECHNOLOGY

A survey to evaluate Total Quality

Management Practices In ISO 9000 Certified

Companies In PakistanPrepared for:

Amer saeed

Prepared by:Fahad Ahmad

Umar Riaz

Talha Bashir

Abdul Rehman

5/27/2011

AbstractPurposeThe purpose of this survey is to report an investigation on the Total Quality

Management in ISO 9000 certified companies in Pakistan.

MethodologyThe investigation was based on the questionnaire survey. The

Questionnaire was answered by 64 respondents working in the companies in Pakistan

including top management and quality manager. The data obtained from the questionnaire

survey were then analyzed.

Findings - The results of the questionnaire survey are presented in the form of the levels of

application of TQM as practiced by the ISO 9000 certified companies in Pakistan.all the

companies are highly provide organization for quality ,employees training, suppliers quality

management. There is highly the continuous support of top management .the company used

statistical tool for improvement of there quality.

KeywordsTotal Quality Management, Employee Training, Organizational Performance,


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Pakistan.

.

1. Introduction

The main emphasis of this survey is to assess the current status of ISO 9000 certifiedcompanies in Pakistan. Regarding the implementation of TQM and the implementation of

quality management approach in prevailing culture of ISO certified companies in Pakistan.

. The approach to adoption of TQM for both client and companies is comprised of different

trends and objectives. Total Quality Management (TQM), which comprises of a continuous

improvement philosophy, its appropriateness and adequacy towards implementation in

Pakistan .

2. MethodologyThe research methodology consists of the following steps:

1. Development of a questionnaire to elicit information about total quality managementpractices of ISO 9000 certified companies in Pakistan.

2. Conducting questionnaire survey through personal interviews.3. Assessment of feedback from questionnaire survey to identify the current state of

quality

Management practices in the company.

The steps are explained as follows:

A questionnaire was developed initiating with request of personal information (e.g. position

in the company) company information. After that twenty three (23) questions laid out in five

(05) key areas:

1. Organization for Quality (5 Questions)2. Employee Training (5 Questions)3. Suppliers Quality Management (4 Questions)4. Continuous Support (4 Questions)5. Statistical Quality Techniques Use (5 Question)

The questionnaire was used to conduct personal interviews with representatives from any

64 companies which are ISO 9000 certified in Pakistan. So we get their feedback on the

prevailing culture in their organizations with respect to quality implementation. Almost all of

the companies approached were large size organizations (based on their annual volume of

work and number of employees). The questionnaires were completed by their top

management who were involved in the quality management programs. Almost all of them(more than 90%) had over 10 years of experience. On the basis of their position,

Education, work experience and professional background, it can be inferred that the

respondents had adequate knowledge of the quality management activities in their

organizations. The survey response is analysed in the following section.

3. Analysis and DiscussionThe analysis and discussion about the questionnaire survey is organized in five

key areas identified in section 2 above. In line with the format of the questionnaire,

the results are reported in five sections. Due to the small sample size, the

respondents responses are indicated in numbers.

3.1Organization for Quality:In this section, five questions were asked to evaluate company organization for


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Quality

.

I. The organization has a process management method

Average score of process management method for quality in organization is high. The

company manage there operation, aligned with and support by its Quality support.

II. Interdepartmental groups are common

Average score of interdepartmental groups highly common they share their problem .theycompared there advantages and disadvantages


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III. Processes are continuously improved

Average score of the processes which the company uses for the improvement of their quality

is very high. The technology which the company is using continuously improved the quality.

IV. The organization use quality circles


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Average score of Quality circles in ISO 9000 companies in Pakistan is high. For the

improvement of the quality they use quality circles to analyse and solve related work.

V. There is a little bureaucracy (formal hierarchy, procedures and detailedrules) in the organization.

Bureaucracy is formal system of organization and administration designed to ensure the

efficiency and effectiveness. Average score of little bureaucracy in the organization is high.

Which mean that employees in the company do not contribute in decision making due to the

hierarchy.


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Summary:

Oraganization for Quality

The organization

has a process

management

method.

Interdepartmenta

l groups are

common.

Processes are

continuously

improved.

The organization

uses quality

circles.

There is a little

bureaucracy

(formal

hierarchy,

procedures and

detailed rules) in

the organization.

N Valid 63 63 64 64 64

Missing 2 2 1 1 1

Mean 4.05 3.60 4.11 3.94 3.23

Median 4.00 4.00 4.00 4.00 3.00

Mode 4 4 5 4 4

Average score of organization for quality is high all the companies which are ISO 9000

certified in Pakistan highly involved in the managing there operation and there quality

standard, they are highly interdepartmental with each other to reduce their problems .the use

new technologies for the improvement of the quality. there is a bureaucracy in organization

the lower level are not allow to make a decision.


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3.2.Employee Training:

In this section, respondents were asked five questions to explore about

TQM related training programs designed for the employees.

I. The company provides continuous training for its managerial personnel

Employee training plays a vital role in any organization/companys quality building efforts.

The current trend in the industry leans toward maximized training of employees (50% - 75%)

especially those related with technical/ specialized works because it accelerate the

organization performance.


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II. The company provides continuous training for its non-managerial personnel

Average score for non mangerial personnel training is ISO 9000 certifed companies in

Pakistan neutral. Some company provide the training to its employees

III. Training needs are always evaluated

Average score of training needs are higly evaluated .the company fulfil the training need of

there empolyees.


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IV. Employees can take training leave

Average score for employees training leave in ISO 9000 certified companies in pakistan are

neutral about 40% to50% of the company give the training leave for there empolyees.

V. The company measures employee satisfaction with training received

T he employees in the company are higly satisfied with the training which give by the

company for the improvement of the quality.


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Summary:

Employee Training

The company

provides

continuous

training for its

managerial

personnel.

The company

provides

continuous

training for its

non-managerial

personnel.

Training needs

are always

evaluated.

Employees can

take training

leave.

The company

measures

employee

satisfaction with

training

received.

N Valid 64 64 64 64 64

Missing 1 1 1 1 1

Mean 3.80 3.42 3.61 3.36 3.56

Median 4.00 3.00 4.00 3.00 4.00

Mode 4 3 4 3 4

The company fulfiling the requirment of TQM they are giving full training program to there

empolyess .the employees are highly satisfied from the training program.Almost 60% to 70%

companies give the training to there empolyees.


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3.3. Suppliers Quality Management:

In this section, four questions were asked to explore the supplier quality

management in the organization.

I. The company purchases raw materials only from suppliers with ISO 9000certification.

II. The company works in close collaboration with suppliers to improve

processes


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III. The company supplies technical assistance to suppliers

IV. The company is partnering with its suppliers


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Summary:

Statistics

The company

purchases raw

materials only

from suppliers

with ISO 9,000

certification.

The company

works in close

collaboration

with suppliers to

improve

processes.

The company

supplies

technical

assistance to

suppliers.

The company is

partnering with

its suppliers.

N Valid 63 63 63 63

Missing 2 2 2 2

Mean 3.49 3.84 3.44 2.89

Median 4.00 4.00 4.00 3.00

Mode 5 4 4 3a

All the companies in pakistan which are certified with ISO 9000 . And all the companies are

fulfiling the requirment TQM. All the companies purchase there raw materials frm supplier

with iso 9000 certification .the companies are highly collaboration with suppliers to improves

processes.


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3.4.Continuous support:

In this section, four questions were asked to evaluate the continuous support of

top management for improvement of its quality of its products and services.

I. Company has put in place a reward system to encourage new ideas.

II.Organization insists on continuous improvement of its products and services


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III. General management actively displays an ongoing commitment to quality

improvement

IV. General management has appointed a coordinator who is in charge of

operationalizing the quality program within the company.


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Summary:

Continuous Support

Company has

put in place a

reward system to

encourage new

ideas.

Organization

insists on

continuous

improvement of

its products and

services.

General

management

actively displays

an ongoing

commitment to

quality

improvement.

Generalmanagement

has appointed a

coordinator who

is in charge of

operationalizing

the quality

program within

the company.

N Valid 64 64 64 64

Missing 1 1 1 1

Mean 3.59 4.30 4.27 3.89

Median 4.00 4.00 4.00 4.00

Mode 4 4 4 4

All the companies in pakistan which are ISO900 certification provide high continouous

support .top management of company encourage new ideas. They are continously improvingits product and services.Gernal management are highly active to improve the quality.


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3.5. Statistical Quality Techniques Use:In this section, five questions were asked to evaluate what statistical Quality Techniques used by the

company to improved the product quality .

I. Cards and graphs are used to measure and control qualit

II. General management encourages the use of statistical methods


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III. Statistical techniques are used intensively in the company

IV. Employees participate in training program related to statistical techniques for

quality


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V. Statistical techniques are effective at improving product quality

Summary:

STATISTICAL QUALITY TECHNIQUES USE

Cards and

graphs are used

to measure and

control quality.

General

management

encourages the

use of statistical

methods.

Statistical

techniques are

used intensively

in the company.

Employees

participate in

training

programs related

to statistical

techniques for

quality.

Statistical

techniques are

effective at

improving

product quality.

N Valid 64 64 63 64 64

Missing 1 1 2 1 1

Mean 3.81 3.92 3.76 3.52 4.12

Median 4.00 4.00 4.00 4.00 4.00

Mode 4 4 4 4 4

All the companies in pakistan highly use the satistical quality techniques for the

improvement of the quality .the use graph ,pie chart to measure and controle the quality.the


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top management encourage there employees the use of statistical tool.employees participate

in training program which are related to statistical techniques for quality.statistical tool are

higly effective for improvement of product quality.

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