Bouquet of Acknowledgement

Beginning with many praises to ALLAH SUBHAAN-HO-WATALAH who enabled us to commence the proceedings of the divine duty of mankind as his PROPHET (S.A.A.W) says seek knowledge from cradle to grave. Secondly we wish to express our sincere gratitude to Management Department of BUSINESS ADMINISTRATION and are highly thankful to our beloved parents and teachers especially Miss.MADIHA RIAZ for his unforgetable,remarkable, pure, professional and spiritual guidance for providing us an opportunity to do our final project work of TOTAL QUALITY MANAGEMENT on the topic of TQM PRACTICES IN THE UNIVERSITIES.

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ABOUT THIS PROJECT

This project is related to the subject TQM (total quality management). Our teacher Miss.MADIHA RIAZ assigned us a class assignment that turned into an excellent team workout. Actually in this project we had to visit any of the organizations dealing in the same business that is offering similar services or manufacturing similar products. We were supposed to take an in interview from any of the managers of organizations to analyze how they manage the overall quality and standard of their organization. Hence we visited admin department and library of the University of Sargodha.

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INTRODUCTION
Total quality management is an enhancement to the traditional way of doing business it isa proven technique to guarantee survival in the world class competition. The entireculture and actions of the organizations can be transformed just by changing the action of management.Therefore, it is the art of managing the whole to achieve excellence TQM is defined as both a philosophy and set of guiding principles that represents the foundation of continuously improving organization. It is the application quantitative manners andhuman resources to improve all the processes with in the organization and exceedcustomer needs now and in the future..

Webster university
It was founded in 1915 by the Sisters of Loretto as Loretto College, and as a Catholic women's colleges. The first male students were admitted in 1962. The Sisters of Loretto transferred the university to a Board of Directors in 1967. Webster University is ranked 24th among regional universities (Midwest), according to college and university rankings in US News. Webster operates as an independent, non-denominational university with more than 100 campus locations around the world, including Webster University Geneva, Webster University Thailand, Webster University Vienna, Regent's American College London, and Webster University Leiden. It offers undergraduate and graduate programs in a wide array of disciplines, including the liberal arts, fine and performing arts, teacher education, business and management. Currently the university enrolls about 22,000 students around the globe who range from traditional college-age students to adult learners. They represent more than 100 nationalities.

Mission statment
Webster University, a worldwide institution, ensures high quality learning experiences that transform students for global citizenship and individual excellence.

Vision statment
Our vision is to be a premier U.S- based international university setting a distinct standard for global education. This vision is built on a foundation of excellence in teaching and enhanced by an international perspective that fosters dialogue, respect and understanding across boundaries and between peoples. The educational endeavors in support of this vision are meeting the needs and enriching a global mix of learners within an ever increasing network of students desiring a U.S. education in multiple parts of the world. The institution is committed to offering these students a distinct personal experience and building the resources required to achieve this vision. The actions of the institution are shaped by our core values.

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Core Values
Students By sustaining a personalized approach to education through small classes, close relationships with faculty and staff, and attention to student life. Learning By developing educational programs that join theory and practice, provide an international perspective, encourage creativity and scholarship, and foster a lifelong desire to learn and actively serve communities and the world. Diversity By creating an environment accessible to individuals of diverse cultures, ages, and socioeconomic backgrounds and instilling in students a respect for diversity and an understanding of their own and others' values. Global Citizenship By educating a diverse population locally, nationally, and internationally, acting responsibly toward the environment to foster a sustainable future, and strengthening the communities we serve. CAMPUS Webster University's "home campus" is located in Webster Groves a suburb of St. Louis. The university maintains nearly 100 campuses across the U.S. and abroad. Many of the domestic campuses are located near military bases; some are located in various metropolitan areas.

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Webster Worldwide
Webster's international network of campuses offers you a world of opportunity. Admission to one campus means admission to the Webster Worldwide network. Students can travel across our network as study abroad or transfer students. Webster's international network of campuses offers you a world of opportunity. Admission to one campus means admission to the Webster Worldwide network. Students can travel across our network as a study abroad or transfer students. Webster University has campuses in:

Austria, Vienna China, Shanghai Switzerland, Geneva Thailand, Cha-am, Bangkok The Netherlands, Leiden United Kingdom, London USA, Main campus in St.Louis.

UNIVERSITY OF SARGODHA
Demont Morency College was esteblished at Shahpur Sadr in 1929, Later it was renamed to Govt. College Sargodha, at Shahpur before partition. The College was shifted to Sargodha in 1946. In 1987-88, post graduate classes were introduced at Govt. College in the disciplines of English, Urdu, Mathematics, Physics, Chemistry, Economics, Islamic Studies, History. Before the establishment of Pakistan, there was only one college (established in 1929) in the District, located at Shahpur, which catered to the educational needs of the surrounding districts of Khushab, Mianwali and Bhakkar. One year before Independence, Government College was shifted from Shahpur to Sargodha. In the new environment, imbibed with the new spirit of freedom, this institution made rapid progress, developing itself into a mini-university, having started post-graduate classes in eight disciplines in 1987-88. Government College Sargodha had a vast lush green campus spread over more than one hundred acres of land. It was like an oasis of calm and green at the midst of a bustling city. In 2002, Government College was upgraded into a University. The University of Sargodha has become a legendary centre of Higher Education, in a short span time, respected nationally as well as internationally for its brilliant performance in teaching and research

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activities.Our programs are very much part of research context, with students enjoying the benefits of working with research scholars, who are not only teaching but also ensuring that the latest developments are integrated into our study programs at different levels. The University of Sargodha remains Pakistans one of the most attractive universities by recruiters especially in the field of Economics, Business Management, Chemical Industry, IT Industry, Pharmacy, Pharmaceuticals, Social Services, and NGOs. During the last few years, the University has gone through a number of institutional reforms aimed at quality assurance in teaching and research.

Vision of the university

To generate and impart knowledge through innovative learning research and training in order to support the knowledge based economy in emerging trends of 21st century.

Mission of the University

To provide purposeful education and training, to excel in research reliant to the regional, national and global needs incorporating all the resources available through innovation.

THE CAMPUS
The campus is spread over more than one hundred acres of land. It is like an oasis of calm and green at the midst of a bustling city. It has an extensive network of imposing building structures. Within a short period of time many buildings have been added in the campus. The new buildings have been designed to provide state of art research and teaching facilities. The campus is only at few minutes walking or drive from the heart of the busy city. The campus environment is friendly with many innovative features. The combination of a buzzing city with a beautiful campus means one gets the best of both the worlds - a great location with all the facilities required for serious study. The campus environment provides an ideal setting to study and enjoy being part o f the student community.
The Campus Contains

13 Teaching Blocks 4 Hostels for Boys 5 Hostels for Girls 2 Bachelor Halls Foreign Faculty Hostel Staff Residence Colony Administration Block Auditorium Open Air Auditorium Bachelor Faculty Hostel Cafeteria Central Library Cooperative Store

Lush Green Lawns Mosque FM Radio Station Post Office Residence for Foreign Faculty Sports Complex Swimming Pool Guest House Pharmacy Industrial Unit Model Pharmacy Diagnostic Center Habib Bank Limited

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Elements of TQM:

TQM practices in WEBSTER UNIVERSITY and UNIVERSITY OF SARGOGHA

Being one of the best university in the world practicing all the TQM component due to this reason expending its branches day by day all over the world. University of Sargodha was established in 2002 and practicing TQM component but not as Webster university due to its small life, lack of resources and experiences. Some of the TQM practices are mentioned below on the basis of which the two universities are distinguished from one another. MISSION AND VISION STATEMENTS The mission and vision of the organizations is of vital importance which gives the picture of the company what it wants to accomplish in long term. By going through the vision statements of the two organizations we can jump to the conclusion. WEBSTER UNIVRSITY Mission Webster University, a worldwide institution, ensures high quality learning experiences that transform students for global citizenship and individual excellence.

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Vision Our vision is to be a premier U.S- based international university setting a distinct standard for global education. UNIVERSITY OF SARGODHA Vision of the university To generate and impart knowledge through innovative learning research and training in order to support the knowledge based economy in emerging trends of 21st century. Mission of the University To provide purposeful education and training, to excel in research reliant to the regional, national and global needs incorporating all the resources available through innovation.

Conflict management
Conflict mostly arises between the employees during high rush hours in the branches dealing a great number of customers. However the overall management and staff is very co-operative in caring. The senior management officers often resolve the conflicts at its embryonic stage..

Customer satisfaction
WEBSTER UNIVERSITY have high customer satisfaction. as university is a service organization so students are the customer of the university. At Webster students have number of facilities as quality education, latest technologies used in class room like online and digital class rooms,atheletic activities, multicultural centers, student organization and fitness centers etc.Webster has digital online and data base library for students SARGODHA UNIVRSITY have low customer satisfaction as compared to Webster because it have lack of facilities, class room, fitness centers and student counseling etc.Customer satisfaction is very low at the library of university of Sargodha university due to following reasons. 1. 2. 3. 4. 5. 6. Lack of data base. Low quality of books Insufficient books. lack of facilities. Poor book issuance and returning procedure. Lack of furniture Lack of computer lab.

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EMPLOY STANDERD MANAGEMENT.

Professional development is essential to the improvement and advancement of employee skills, job satisfaction, and preparation for organizational change. Each year, the Human Resource department will sponsor professional development/educational programs to assist in meeting the needs of employees as well as the institution.Employees are encouraged to contact the Human Resource department to provide suggestions on professional development/educational programs. WEBSTER UNIVERSITY have number of PHD,s teachers as it is one of the leading university in the world due to its quality education The academic experience at Webster University is one that boasts the best of both worlds the conveniences of a small university with the opportunities of a large one. Classes are limited in size, faculty are experts in their fields and the breadth of majors is hard to match. Dont expect to be boxed in at Webster. Hard-to-find majors such as audio production, musical theatre and international relations are standards here and a strong draw for many of our students. Faculty blend textbook theory in the classroom with the practical experience theyve acquired as working professionals. UNIVERSITY OF SARGODHA have also qualified ,expert teachers ,highly qualified PHD,s except one or two departments. they just not meeting but exceeding customer requirements. Library of university of Sargodha has the staff which meets not only meeting the requirement but also exceeding the requirement of selection. But some time problems arises due to lack of staff because university of Sargodha has not sufficient staff for library due to lack of resources and lack of experience.

Student Affairs Administration

At WEBSTER UNIVERSITY there is a complete hierarchy for student affairs in wich the head of this administration is V.P and under V.P director of housing and residential areas and other director is headed by multicultural affairs and then each department and gems team have own director affair.. UNIVERSITY OF SARGODHA have no students affair chart and organized student organization.V.P is the head of every affair and each department have director of student affair..

FACTS SHEET
With its home campus in St. Louis, Webster University (www.webster.edu) is the only Tier 1, private, non-profit u.s.-based university providing a network of international residential campuses. Founded in 1915, Webster Universitys campus network today includes metropolitan, military and corporate locations around the world, as well as traditional campuses in Asia, Europe and North America. The university is committed to delivering high-quality learning experiences that transform students for global citizenship and individual excellence.

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Faculty and Staff Full-Time Staff: 497 Full-Time Faculty: 195 Part-Time Staff: 63 Part-Time Adjunct Faculty: 737

Financial Aid Data (2010-2011) Number of students awarded aid: 12,528Total amount of aid awarded: $183,217,921

RANKING
National First among traditional, non-profit universities in total minority and African American masters degrees, all disciplines combined First among all universities in total

Minority and African America masters degrees in Human Resources Management and Services. Regional Ranked in the top tier among Best Universities, Midwest Masters Category (Source: u.s. News &World Report, Americas BestColleges 2011) Distinguished characteristic Only Tier 1, private, nonprofit university with campus locations around the world including metropolitan military, online and corporate, plus American-style traditional campuses in North America, Europe and Asia. Faculty, staff and graduates are equipped to work well with people of all cultures and be successful in their chosen careers anywhere in the world Small, highly interactive classes encourage innovation, collaboration and self-expression Distinguishing Characteristics Recognitions Accreditations Distinguished faculty balance global scholarship and professional experience to bring first-class, realworld knowledge to their classrooms Webster Works Worldwide, Webstersannual community service day, has provided more than 106,000 hours of service to communities worldwide.

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UNIVERSITY OF SARODHA

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CONTINUAL IMPROVEMENT
Continual improvement is the component of total quality management. both universities are considering its an important part .at the result of this WEBSTER UNIVERSITY is become one of the leading university in the world .it has more than 100 campus all over the world. SARGODHA UNIVERSITY is also considering it an important part .it improving day by day under the stander of HEC.and now at ranking in research no 8 all over the Pakistan. It is a great achievement within short period of time.

PROCESS MANAGEMENT:
Process management play a leading role in the success of any organization. it has vital contribution in the achievements of any organization. WEBSTER UNIVERSITY totally following the process management and always make selection on merit so they have highly qualified staff and workers. they have right man for the right job. UNIVERSITY OF SARGODHA is located in developing country where political involvement is commonly used. most of the teachers are qualified and experienced but also there is a issue of political involvements at some places are not right persons for the right job.

TECHNOLOGY
WEBSTER University used latest technology for students in classes. Library at the Webster university decorated with latest technology, data base, online book issuance and receive, educational websites. Latest fitness centers, latest technological computer lab which contain windows and MAC system ete. On the other hand UNIVERSITY OF SARGODHA not using the latest technology .instead of this old method for teaching is used. Library of university is in processing for data process in which about 80% work is complete; it has no computer lab in library not photo copying machine or scanners. Also there are computer lab s is some department but those not fulfilling the students requirement.

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