UNIVERSITY OF MANAEMENT AND TECHNOLOGY

A survey to evaluate Total Quality Management Practices In ISO 9000 Certified Companies In Pakistan

Prepared for: Amer saeed

Prepared by: Fahad Ahmad Umar Riaz Talha Bashir Abdul Rehman 5/27/2011

Abstract Purpose The purpose of this survey is to report an investigation on the Total Quality Management in ISO 9000 certified companies in Pakistan. Methodology The 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. Keywords Total Quality Management, Employee Training, Organizational Performance,

Pakistan. .

1. Introduction The main emphasis of this survey is to assess the current status of ISO 9000 certified companies 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. Methodology The research methodology consists of the following steps: 1. Development of a questionnaire to elicit information about total quality management practices 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. 2. 3. 4. 5. Organization for Quality (5 Questions) Employee Training (5 Questions) Suppliers Quality Management (4 Questions) Continuous Support (4 Questions) 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 Discussion The 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. 3.1 Organization for Quality: In this section, five questions were asked to evaluate company organization for

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 .they compared there advantages and disadvantages

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

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 detailed rules) 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.

Summary:
Oraganization for Quality There is a little bureaucracy (formal The organization has a process management method. N Valid Missing Mean Median Mode 63 2 4.05 4.00 4 Interdepartmenta Processes are l groups are common. 63 2 3.60 4.00 4 continuously improved. 64 1 4.11 4.00 5 hierarchy, The organization procedures and uses quality circles. 64 1 3.94 4.00 4 detailed rules) in the organization. 64 1 3.23 3.00 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.

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.

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.

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.

Summary:
Employee Training The company provides continuous training for its managerial personnel. N Valid Missing Mean Median Mode 64 1 3.80 4.00 4 The company provides continuous training for its non-managerial personnel. 64 1 3.42 3.00 3 The company measures employee Training needs Employees can satisfaction with are always evaluated. 64 1 3.61 4.00 4 take training leave. 64 1 3.36 3.00 3 training received. 64 1 3.56 4.00 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.

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 9000 certification.

II.

The company works in close collaboration with suppliers to improve processes

III.

The company supplies technical assistance to suppliers

IV.

The company is partnering with its suppliers

Summary:

Statistics The company purchases raw materials only from suppliers with ISO 9,000 certification. N Valid Missing Mean Median Mode 63 2 3.49 4.00 5 The company works in close collaboration with suppliers to improve processes. 63 2 3.84 4.00 4 The company supplies technical assistance to suppliers. 63 2 3.44 4.00 4 The company is partnering with its suppliers. 63 2 2.89 3.00 3
a

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.

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

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.

Summary:

Continuous Support General management General Organization Company has put in place a insists on continuous management actively displays an ongoing commitment to quality improvement. 64 1 4.30 4.00 4 64 1 4.27 4.00 4 has appointed a coordinator who is in charge of operationalizing the quality program within the company. 64 1 3.89 4.00 4

reward system to improvement of encourage new ideas. N Valid Missing Mean Median Mode 64 1 3.59 4.00 4 its products and services.

All the companies in pakistan which are ISO900 certification provide high continouous support .top management of company encourage new ideas. They are continously improving its product and services.Gernal management are highly active to improve the quality.

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

III. Statistical techniques are used intensively in the company

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

V. Statistical techniques are effective at improving product quality

Summary:

STATISTICAL QUALITY TECHNIQUES USE Employees participate in General Cards and management Statistical techniques are training Statistical

programs related techniques are to statistical techniques for quality. 64 1 3.52 4.00 4 effective at improving product quality. 64 1 4.12 4.00 4

graphs are used encourages the

to measure and use of statistical used intensively control quality. N Valid Missing Mean Median Mode 64 1 3.81 4.00 4 methods. 64 1 3.92 4.00 4 in the company. 63 2 3.76 4.00 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

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.