Total Quality Management

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Assignment on

Reliance Weaving Mills Limited

Submitted to:

Mr. Ibrahim Sahb

Submitted by:

AsadMahmood (MB-13-18)

Imran Mohi .U. Din (MB-13-29)

Imran Khan (MB-13-23)

Aoun Muhammad (MB-13-36)

M.Adeel Khan (MB-13-39)

Class:

MBA (eve) 4th

Semester

BUSINESS & ADMNISTRATION DEPARTMENTBZU

BHADUR SUB CAMPUS LAYYAH

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Acknowledgement

All praises are for Allah almighty that has bestowed upon human being

the crown of creation and has endowed him with knowledge and wisdom. After

Allah, is the last prophet Mohammed (SAW) who brought for us revelation and

unlimited knowledge and civilized the barbarian human being.

Although this report base only our names but numerous people were very

important to the development of this report without the support of them we

could never successfully completed the report.

I am highly thanking full to the staff member of Reliance Weaving Mills

limited. Who really cooperated with us and provide us their complete guidance.

As banks are very much sensitive about their secrecy, even then after taking an

understanding, they let me handle their delicate operations.

My special thanks to Mr. Amjid Ali (Quality Manager)

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EXECUTIVE SUMMARY

We joined Reliance Weaving Mills Ltd as Visitors. The motive of

joining the RWM was to have an exposure of textile sector and potential to avail

a sound and promising career. We devoted our time to learn about RWM, which

will be beneficial for us if we join textile sector. In this 1 day tour program We

attended the lectures of key departments (Cutting, Stitching, Merchandising,

Quality Assurance, Stores) of this largest knitted garment manufacturers of

Pakistan which are delivered by experienced managers running these

departments. After attending the lectures we also visited these departments for

acquiring practical knowledge.

The object of this report that we have placed is to express what We

observed and what are the necessary measures that can help to capitalize the

strengths to overcome weakness and remove the threats.

Reliance Weaving Mills is one of the largest knitted garment

manufacturers of Pakistan. The company is 100% export oriented. China and

Japan are major markets of Reliance Textile. It is a quality conscious company.

The company is ISO 9002 certified. Company’s mission statement is “To be

the world’s Best Apparel Company.” Company’s values are trust

integrity, respect

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Table Contents

Introduction 05

Dimension of Quality 04

Hurdles to TQM 06

Quality Council 07

Corporate Strategy 07

Methods of Communication 08

Customer Satisfaction 08

Major Customers 08

Feedback from Customers 08

Customer Complaints 09

Services Quality 09

Tools and techniques for production 09

Questioners 10

Conclusion 15

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Company Overview:

Reliance Weaving Mills Ltd (the Company) was founded by late Mr. Mukhtar Ahmed Sheikh

more than two decades ago and is headquartered in Multan (Pakistan). The Company

obtained certificate of Commencement of Business on 14 May, 1990. Initially it has started

its production as weaving unit but later it also involved in manufacturing of yarn. At present

the Company is a high profile set-up in the textile export industry of Pakistan having two

weaving units consisting of 295 looms with fully equipped state-of-the-art computerized back

process comprising of warping and sizing machines and two spinning units comprising

35,520 spindles to cater the international market and to achieve the highest point of quality

control. The Company has carved a niche for itself in the textile industry. Having diversified

into various types of yarn and fabrics, the Company has been setting in standards, quality and

caters to diverse markets across the globe. Major activities of the Company include

manufacturing and export of cotton and synthetic yarn, manufacture and export of woven and

processed fabrics. The Company supplies its products to the residential and contract

customers in the Pakistan, United States of America, Europe, Middle East, Far East, China

and other Asian Countries to gratify the bulk requirements with an assurance of unblemished

goods and timely delivery of the ordered goods to its customers. The Company is in the best

position to cater the bulk requirements with an assurance of flawless finish and timely

delivery of the ordered goods to its customers.

The Company has invested in the latest technology to produce cost effective and high quality

Textile products in accordance with customers' needs. The Company's state of the art

production facility in Multan is spread over land area of approx. 705 Kanal. Over the years,

the plants have demonstrated an operational excellence which has become a reference for the

engineering and advisory companies whose processes and technologies are used here.

Delegations from China and Japan keep visiting the plant site for gaining firsthand

knowledge for the quality of production and this practice has also been adopted before

deciding to purchase a new plant.

The Company Quality Assurance and Quality Control departments' stringent adherence to the

quality system has resulted into providing quality products over the years in the domestic as

well as in international markets. The Company has contributed tremendously to Textile

industry in Pakistan but still has a long way to go. It foresees a bright future with its

objectives to excel in quality, presentation and services to customers. The Company is

striving hard for introduction of new product line, economical prices, more automation in

production facilities & continuous improvements in quality and professionalism in every

work aspect. Its confidence in future comes from the commitment and inspiration of its

people.

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Dimension of Quality of Reliance Weaving Mills

Performance

Does the product or service do what it is supposed to do, within its defined tolerances?

Performance is often a source of contention between customers and suppliers, particularly

when deliverables are not adequately defined within specifications.

The performance of a product often influences profitability or reputation of the end-user. As

such, many contracts or specifications include damages related to inadequate performance.

Features

Does the product or services possess all of the features specified, or required for its intended

purpose?

While this dimension may seem obvious, performance specifications rarely define the

features required in a product. Thus, it’s important that suppliers designing product or services from performance specifications are familiar with its intended uses, and maintain

close relationships with the end-users.

Conformance

Does the product or service conform to the specification?

If it’s developed based on a performance specification, does it perform as specified? If it’s developed based on a design specification, does it possess all of the features defined?

Reliability

Will the product consistently perform within specifications?

Reliability may be closely related to performance. For instance, a product specification may

define parameters for up-time, or acceptable failure rates. Reliability is a major contributor to

brand or company image, and is considered a fundamental dimension of quality by most end-

users.

Hurdles to TQM

Leadership

Consider leadership at three levels: top management, functional heads, and middle

management. It involves setting and driving the vision, policies and goals to lay down the

correct direction for the desired level of quality achievements. It also includes provision of

necessary resources, infrastructure, motivation, commitment and support systems to ensure

the effectiveness of TQM. Each level of management has its own mandate in TQM.

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Organizational culture

Organizational culture is considered to be the ‘personality’ of an organization. It includes artifacts, espoused values and basic assumptions and beliefs which the majority of people in

an organization practice or believe in. In most organizations, there is no tendency to measure

organizational culture. However, organizational culture has a strong influence on the success

of TQM implementation. Westbrook as far back as 1993 suggests that in order to implement

TQM effectively, organizations need to first change their organizational culture to make it

supportive.

Organizational outcomes

The overall objective of any TQM approach or tools is to improve the level of outcomes of an

organization. These outcomes are sometimes referred to as quality objectives or a balanced

scorecard and may revolve around quality of product or services, profitability, market share,

sales growth, employee satisfaction, and new development. Financial outcomes as well as

product and process outcomes are usually easy to measure.

Quality Council

Name Position Mr. Amjid Ali Senior Quality Manager M.Ilyas Asst Manager Mr. Ubaid Ullah Quality Member Mr. Riaz Hussain Quality Member Mr. Naseer Hussain Quality Member

Corporate Strategy:

Vision

To be a Company recognized for its art of Textile and best business practices.

Mission & Values

The mission of company is to operate state of the art Textile plants capable of producing yarn

and fabrics.

The company will conduct its operations prudently assuring customer satisfaction and will

provide profits and growth to its shareholders through:

1. Manufacturing of yarn and fabrics as per the customers' requirements and market

demand.

2. Exploring the global market with special emphasis on Europe, USA and Far-East.

3. Keeping pace with the rapidly changing technology by continuously balancing,

modernization and replacement (BMR) of plant and machinery.

4. Enhancing the profitability by improved efficiency and cost controls.

5. Recruiting, developing, motivating and retaining the personnel having exceptional

ability and dedication by providing them good working conditions, performance

based compensation, attractive benefit program and opportunity for growth.

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6. Protecting the environment and contributing towards the economic strength of the

country and function as a good corporate citizen.

Methods of Communication in Reliance

Oral communication skills

Because a large part of a manager's day is spent conversing with other managers and

employees, the abilities to speak and listen are critical to success. For example, oral

communication skills are used when a manager must make sales presentations, conduct

interviews, perform employee evaluations, and hold press conferences.

Written communication skills

Written communication has several advantages. First, it provides a record for referral and

follow‐up. Second, written communication is an inexpensive means of providing identical

messages to a large number of people.

The major limitation of written communication is that the sender does not know how or if the

communication is received unless a reply is required.

Customer Satisfaction

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.

Customer satisfaction is a very important part of quality management because it directly

involves the products and services that are made available as well as what goes into the

manufacturing process. That is why companies strive to offer products of the highest quality

and work hard to maintain that level and make improvements or change where ever

necessary. That is what manager’s work very hard to do and why teams are constantly learning new techniques and processes.

Major Customers of Reliance Japan and China are our main customers and 95% 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

Feedback from Customers When the customers are loyal to us from a long time, that thing shows that they are not

leaving us but we can say that our customer is satisfy with our quality. Often we call to our

major customers that we sent you your order is related to your expectation or not.

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Customer Complaints When the customer pays for a product or service, it is assumed that the product will work

correctly or that the service received is as promised. Ideally, the customer will be satisfied,

and there will be no complaints.

If there is a problem and the customer complains about it, your company should quickly

answer the complaint and solve the customer's problem. This is often done through your

company's customer service activity. But also, you need to follow up and improve your

business processes to rectify the problem.

Services Quality

The principle business of the company is the manufacture and sale of "Yarn" and "Woven

Grey Fabric". In addition to this the Company also provides Fabric Processing (PFD, PFGD

and DYED) through world renowned processing houses of Pakistan.

Tools and techniques for production Lean tools and techniques are applicable to all industry environments; but the challenge today

in market competition is the rapid extend of these tools adoption. Process manufacturing

environments are often characterized by high volume and low variety products which cause

inflexible processes (Fawaz et al., 2006). Perhaps the main cause of slow adoption of lean

tools in this cluster of industries is the mentioned characteristic. As an example, it is much

more difficult or impossible to produce in small lots in the process industry, where setup

times tend to be long and it is costly to shut down the process for a changeover. As another

example, reconfiguring equipment into cellular arrangements may be very expensive or even

impossible. In spite of all this difficulties it is considerable that lean production conception is

not just instrumental system, perhaps the tools overall conceptions are also applicable in

robust environment like textile. There are examples of lean tools that have been implemented

in the textile industry. For example, at DuPont’s May plant in Camden, South Carolina, where textiles are produced, JIT was used to fix the problem of product shortages.

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GENERAL INFORMATION ON COMPANY PROFILE:

1. Name of Organization

Reliance Weaving Mills LTD Multan.

2. Email address

[email protected]

3. What is the major business of your organization?

Textile is the major business of our organization.

4. Age of company:

In 14 May, 1990 Company was established.

5. What is the size of your organization?

Recently we are working with three units and 336 Looms.

6. Annual turnover:

8,131,649,950 is the annual turnover.

ABOUT YOU

7. Position of respondent in company

Quality Manager Mr.Amjid Ali.

8. The department in which you work:

In Quality department I work.

9. Your qualification:

I have passed B.A and I am working on my experience and skills.

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 1990.

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11. If your organization applies TQM, which model(s) you are applying for?

12. Does your organization have quality information system?

Yes! Our organization have quality information system.

13. How many people are involved in quality circle?

Five people involve in quality circle.

14. Does the org go for quality audit?

Yes! Our org go for quality audit after 3 years.

15. How does TQM works for your organization?

We are quality conscious because it creates more goodwill in customer mind.

16. What quality improvement program do you have?

We get suggestions from customers, what they want.

17. What is your organization’s perception of quality?

Our perception is that if your quality is best then your customer is loyal with you.

18. How your top level management is involved in TQM?

According to the top level management if your quality is according to customers perception

then you are best in class in benchmarking.

19. How you focus on your internal customers?

In our production we have our own internal customers and we always compensate with our

internal employees.

20. How do you focus on your external customers?

We focus on our external customers through a proper survey.

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

Through hard work and maintaining the quality.

22. Does your entire workforce have clear understanding of TQM plans? If yes then

how did you make them understand?

Yes we have clear understanding of TQM plans because we have competitive edge in skilled

quality management.

23. Which types of improvement you incorporate into your business and production

process

We always try to remove the errors that can harm your quality and production process. We

always prove ourselves in a better way.

24. How do you treat your supplies as a partner?

We always treat our supplier as a partner by giving all the compensations which he wants

from us.

25. Which performance measure do you use for the processes?

Jiedoka and poka yoka.

26. The stage when you corporate quality into your product?

Special secrete for org.

27. Which Quality dimensions you claim your product possesses?

Quality performance base.

28. How you would rate importance of quality into your product?

Best in class is the rating of our products quality.

29. What benefits you have gain through implementation of TQM?

We are capturing and sustaining our customers market through our quality and quality is

maintained by quality council.

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

If we try to implement the TQM with new technology it becomes the obstacle for us because

our employees strictly avoid the new technology. They did not accept new technology. It is

because of weak culture.

31. How your organization does solve quality related problems?

Quality related problems are solved with consistent improvement and hard work of

employees.

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32. What is your company vision?

To be a Company recognized for its art of Textile and best business practices.

33. What you want to achieve in long term?

For long term achievement we want a brand name of company on the top of the list of best

companies.

34. What is the main focus of your quality council?

Give the instruction to the worker for providing best quality to the customer.

35. What is your quality statement?

“Reliance is committed to meeting customer requirement through continual improvement of

its quality management systems. Reliance shall sustain organizational excellence through

visionary leadership and innovative efforts”

36. How you communicate the information in quality council?

Conduct the meeting of quality council and delivered the information to all.

37. How you involve your front line employee to maintain quality?

Front line employees try to remove errors in order fulfillment.

38. How many people in quality council?

Five people involve in quality circle.

39. How annual program are made in your company?

Annual program decided in annual general meeting.

40. How you create coordination between the members of quality council?

Conduct the meeting of quality council and delivered the information to all.

41. Which factor more effect regarding quality?

Management, Machines and Methods are the factors that effect quality.

42. How performance is properly measured in the organization?

Performance is measured after order acceptance and response of customers.

43. Is Company representatives are well trained?

Yes all the representatives are formally trained and experienced.

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

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Our customers are Germany, China, Japan and Italy. So, we conduct the inquiries according

to customer.

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

Yes we provide service at the time we promise to do so.

46. How you resolve the customers’ complaints?

Our 95% product is exported so we try to provide 0% defected product.

47. Which techniques are used to get the feedback from customers?

Through E-mail and permanent contact.

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

Give the salary on time and provide best working environment and cooperative relation of the

supervisor (Personal view).

49. What quality practices your organization is applying?

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

Employees not updated job skill because we have close culture (Personal view).

51. Does the performance is properly measured?

Yes the performance is properly measure during production.

52. Is the regular and effective inspection help in measuring quality of

product/service?

Effective inspections always help in measuring the quality of product through a proper way.

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

We have team but we not give the information any outsider of company.

54. Who are the members of TQM team?

Mr. Amjid Ali Senior Quality Manager M.Ilyas Asst Manager Mr. Ubaid Ullah Quality Member Mr. Riaz Hussain Quality Member Mr. Naseer Hussain Quality Member

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55. What technique do you use to measure gap between you and your internal

customer? If yes then how you cover this gap?

Through proper compensation with internal customer (Personal view).

56. How do you measure the satisfaction of your internal customers?

With their loyalty and their work.

57. What statistical tools do you apply in your TQM?

We use Check sheet to apply the TQM.

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

We try to motivate the employees because if employees work with the fully attention then

quality automatically improves.

59. Who are your competitors?

Every textile mill is our competitor.

60. Are your techniques different from your competitors? If yes then how?

Yes our techniques are different from our competitor. But sorry not give the information.

61. What techniques you use to compete your competitors?

Every customer wants quality product. The quality conscious customer did not focus on the

price he wants quality product and we provide the quality product and this is enough for

competing the competitor.

62. 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 with quality product and it’s a positive effect for organization.

Conclusion

We personally visited to the Reliance Weaving Mills LTD 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 Quality Management. We

also tell the Quality Council profile and how mach 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.

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