TQM RESEARCH REPORT

SUBMITTED TO: MA'AM

SEEMA KHALID
CLASS: BSPA FINAL YEAR
NATIONAL FOODS

Abrar Hassan

CEO Profile:
Abrar Hassan is the Chief Executive Officer of National
Foods Limited, the leading multi-category food company
in Pakistan producing over 250 different products,
marketed both in Pakistan and exported to 35 countries
worldwide.
ABOUT US
Discovering the Symphony of Flavors
National Foods began its journey in 1970 as a Spice company with a revolutionary product
that popularized the concept of having clean, healthy food.
National foods’ initiatives since then is to make hygienic food, reduce time spent in the
kitchens, foster health and contribute towards a positive and a more rewarding lifestyle

VISION STATEMENT
To be a Rs.50 billion company in the convenience food segment by launching products and
services in the domestic and international markets that enhance lifestyle and create value for
our customers through management excellence at all levels.
CULTURE
We talk about our values and core competencies consistently at all levels and
use the SPICE and Building Excellence in People platform to build and sustain a
healthy positive vibe across the organization. We reinforce our core values and
competencies by not only communicating them down to every level in the
organization but also by rewarding them.
We remind our people of the principles we stand for and how to create business
opportunities within the boundaries of integrity and fairness. We encourage
sharing ideas and out of box thinking. This is how we create a lasting change and
develop a mindset of a truly productive and an equally accountable workforce.
FOUNDER’S PHILOSOPHY
 National Foods must focus on customer needs and serve them with quality products at
affordable prices.

 Our products must be pure and should conform to international standards.

 Our research must continuously produce new and adventurous products that are
scientifically tested and hygienically wrapped in safe and attractive packaging.

 We must create an environment in our offices and factories where talent is groomed
and people have every opportunity to advance in their careers.

 We must provide ourselves to be good corporate citizens, support charitable causes

and bear fair share of taxes.

 Reserves must be built, new factories created, sound profits made and fair dividend
should be paid to our stock holders.

 Through building a reliable brand, National Foods must get itself recognized as a leader
in Pakistan and abroad.

 With the help of Almighty God, the company can achieve its targets in times to come.
 OUR BRANDS

Complete Kitchen Solution

In a history that now spans over four decades,

National Foods success is attributed to its ability
to respond to changing needs of the
consumers, the technological advancements
and its innovative product development. With its
wide array of brands,
National Food’s focus on innovation has altered
the kitchen habits of millions of consumers who
now have the advantage of preparing healthy
and delicious food with a lot of convenience.
OUR BRANDS
OUR BRANDS
 MANAGER’S PROFILE

Hi,
My name is Osaidullah Kehar. I have an educational background of Food Technology and
I have done a Master degree from University of Karachi, with an overall professional work
experience of almost five years.
I am currently associated with National Foods Limited for past four years in the Innovation,
Research and Development Department (IRD).
Right now my core responsibility area is of Packaging Development.
National Foods Limited is one of the leading FMCG brands of Pakistan. Since packaging
plays a vital role in FMCG industry hence as a member of packaging development team I
have to ensure that all new packaging developments projects and that related with
revamping and improvement of existing packaging materials are done within the agreed
criteria of cost, quality and time to satisfy the business needs.
PASSION
GO ABOVE AND BEYOND
 We love what we do
 We have the courage to question the status quo
 We think big and create new possibilities
 We bring positive energy to everything we do
 We are driven by new challenges and learning opportunities

CUSTOMER CENTRIC
PRIORITIZE CUSTOMER EXPERIENCE (INTERNAL & EXTERNAL)
 We continuously seek to understand and identify customer needs
 We focus on providing convenience and value to our customers
 We listen to our customers and treat them with respect
 We are clear and transparent in our communication
 We consider all customer touchpoints to offer the best possible solution

TEAMWORK
TRUST EACH OTHER AND ACHIEVE TOGETHER
 We work collaboratively across organizational boundaries on common objectives
 We respect each other’s ideas and opinions
 We give constructive and candid feedback
 We share knowledge and experiences to help each other develop
 We celebrate the wins together
EXCELLENCE IN EXECUTION
LEAD, COMMIT AND DELIVER THE BEST
 We set a clear direction for our deliverables

 We make decisions which result in increased productivity and efficiencies

 We develop proactive solutions to overcome current or potential challenges
 We work on continuous performance improvement and learning
 We strive to consistently add value to the business and the environment

OWNERSHIP
OWN IT AND DELIVER IT
 We lead by example

 We are responsible for all our actions and decisions

 We empower ourselves and take initiatives to meet business needs
 We own our growth and development
 We are responsible for the safety and well-being of ourselves and our community
 INTERVIEW

QUESTION 1 What is your quality management program

We ensure that our quality management program defines the acceptable level of quality which is typically dfined by the customer, and
describes in detail how the project will attain this level of quality in its deliverables and work processes.
Our quality management activities ensures that;
 products are built to agreed-upon standards and requirements.
 work processes are performed efficiently and as documented.
 Non-conformances found are identified and appropriate corrective measure is taken.

QUALITY PLAN COMPONENTS WHO IS INVOLVED?

 Quality objectives
 Project manager
 Quality standards  Project team
 Customer
 Quality roles and responsibilities
 Project sponsor add text
 Quality tools
 Quality control and assurance activities
 Plan for reporting quality control and assurance problems.
 INTERVIEW
QUESTION 2 : What challenges you face in the control of food quality and safety?
Our control of food quality and safety focuses on contamination including pathogens and toxins with well-known detrimental effects on
human health, as well as reductions of nutrient contents compared with standard for the type of food.

QUESTION 3 : Tell us about your way of measuring quality ?

For quality assurance and management we have well-equipped labs where we test different samples of our products.

QUESTION 4 What are your food quality principles?

Our food quality driving principles are:
 Hygiene
 Prevention and risk reduction
 Reliability, consistency and traceability
 Customer satisfaction and customer relevance
 Transparency and accountability
 INTERVIEW

QUESTION 5 How you take customer feedback?

For this we have our own website where we get our customers feedback, we take their complaints, queries very seriously and will try to
resolve them as soon as possible.

QUESTION 6 How important do you think is the voice of customers in the entire process of TQM?
A business is successful only when its products and services have enough buyers in the market so it is important to monitor customer
feedbacks regularly and carefully before formulating any business strategy so in this case total quality management ensures that
employees understand their target customers well before making any changes in the process and system to deliver super quality products
for better customer satisfaction.

QUESTION 7 What is the difference between Quality Assurance and Quality Control?

Quality Assurance :

It is a Assurance activity , emphasizing on the standards and procedures to be followed while developing an application
It is a Preventive action taken before hand to ensure the product that developed are defect free
It is a systematic actions necessary to provide enough confidence that a product or service will satisfy the given requirements for quality.

Quality Control :

It is a Corrective action
Inspection if the developed application follows the standards and procedures by using the checklists.
 INTERVIEW

Question 8. What Is Quality Improvement Activities?

Answer :Quality improvement activities is an opportunity for the practice's GPs and staff members to come together as a team to consider
quality improvement.

Question 9. What Is Meant By Risk? How You Can Avoid The Risks?

Answer :Risk can be anything that leads to failure / defect / error in the application or process.
We can avoid risk by applying proper risk matrix in the process. Risk Matrix shows the controls within application systems used to reduce the
identified risk, and in what segment of the application those risks exist.
Team members are leaving from the organization in the middle of the project is the risk for the Manager.For that he can take the
preventive action by ask for the bond from the employee or can have the countable backups in the project.

Question 8. What Are Six Mandatory Quality Procedures?

Answer :
 Control of documents
 Control of records
 Control of Production Equipment, tools and CNC programs
 Control of Non-conforming products
 Preventive Action
 Corrective Action
Visit Highlights
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ACKNOWLEDGEMENT TO THE TEACHER
I would like to express my thanks of gratitude to Ma’am Seema Khalid, who
gave us this opportunity to do this research report project on TQM, which helped
us increase our knowledge and skills and hold a strong grip on the subject.
GROUP MEMBERS:
BATOOL FATIMA
HIFZA KHAN
FARYAL ZAFAR