Total Quality Management

Project: “Implementation of TQM in Govt. Postgraduate College of Management Sciences”

Submitted By: Group 6

Farrukh Niaz F-07-45

Adnan Ahmed F-07-49
Toseef Ahmed Siddiqui F-07-52
Fahad Parvez F-07-62
Furqan Gohar F-07-68
Zeeshan Jadoon F-07-70
Mohsin Manzoor F-07-77

Instructor: Ms. Amtul Noor Wajid

Government College of Management Sciences Abbottabad

TABLE OF CONTENTS

1 Chapter1…….………………….………………...…………..……...3

1.1 Introduction of College……………………………………………………3

1.2 A Brief History of the College………………………………………….....3
1.3 Introduction of The Process…………………………………………...…..5
1.4 Reasons Why GCMS Needs a Cafeteria……………………………..……6

2 Chapter 2.............................................................................................7

Need Analysis……………………………………………………………..7

3 Chapter 3……………………………….……………….….………..8

3.1 Strategies and Implementation……………………………..……………..8

3.2 Sequence of the Processes………………………………………….……..8

i. Choose the suitable place for Building Cafeteria …………..8

ii. Feasibility study……………………………………..………8
iii. Publishing a Tender Notice in the Newspapers……………..9
iv. Form a Quality Council……………………………………11
v. Inauguration of Cafeteria……………..……………………11

4 Chapter 4……………………….…………………………………..12

4.1 Future Benefits and Cost Estimation………………………………….....12

i. Rough Estimation of Cost……………………………….……….12
ii. Rough Estimation of Return on Investment……………………...12

4.2 Future Benefit……………………………………………………..……..13

i. Projected Profit and Loss………………………………..…….…13
5 Conclusion…………………………………………………………..14

6 References…………………………………………………………..15
 Chapter 1

INTRODUCTION OF GOVT. POST GRADUATE

COLLEGE OF MANAGEMENT SCIENCES
Abbottabad.

Commerce/ Business Education are highly important discipline, globally

recognized. In Pakistan, it is an essential part of Technical Education. The
government of NWFP has set up at least one Commerce college/College of
Management Sciences at every district head quarter. These colleges are affiliated
to respective universities for degree and post Graduate level courses i.e.
B.COM, .B.B.A & M.Com and NWFP Board of Technical Education Peshawar
for Intermediate level courses i.e. D.Com and DBA.

A BRIEF HISTORY OF THE COLLEGE

Initially, the college started functioning as Govt. Commercial Training

Institute, Abbottabad in a rented building in 1964. It was located at then door
steps of Abbottabad city on Havelian Road. It was then controlled by the
Directorate of Technical Education Lahore. Institute was awarding certificate in
Commerce and Diploma in Commerce from Punjab Board of Technical
Education.

In 1975, the college was upgraded to Degree Level as Govt. College of

Commerce Abbottabad and was affiliated with University of Peshawar.

In 1976, the college was shifted from rented building in city to its present
campus, spreading over 84 kanals of land in the heart of posh area Jinnahabad
colony. The campus has spacious rooms, a large Examination Hall, a well-
equipped library and a large Multimedia Computer Lab and a beautiful students
Hostel for 150 students.

In 1978, B.Com (Hon’s) classes were started.

In 2005, college took a big leap forward and got permission by the Hazara
University to start BBA classes. It can rightly boast as the first College in public
sector to start BBA Classes in the region.

In 2006, College of Management Sciences Abbottabad was permitted to

start M.Com Classes.

In 2008 under the dynamic leadership of the Principal, Professor Shakeel

Ahmed the college got the following achievements.

1. MBA Classes are started in affiliation with the Hazara University.

2. BBA Classes are regularized with the Hazara University.
3. DIT Classes are started in affiliation with BTE Peshawar.
4. New block for Management Sciences and M.Com Classes is
sanctioned from Provincial Government.
5. New Hostel for Post Graduate students is sanctioned from
Provincial Government.
 Introduction of the Process

Cafeteria

A cafeteria is a type of food service location in which there is little or no table

service.

Instead of table service, there are food-serving counters/stalls. Customers take the
food they require as they walk along. The Cafeteria is open from 8 a.m. to 6 p.m.
for the convenience of the students.

College cafeteria
A college cafeteria is a term that denotes a cafeteria that is designed to serve
college students. Many of these colleges employ their own students to work in the
cafeteria. The amount of meals served to students varies from college to college,
but is normally around 10 to 15 meals per week. In the College Cafeteria students
pay before hand by purchasing a meal plan.

The method of payment for college cafeterias is commonly in the form of a meal
plan. A meal plan is not necessary to eat at a college cafeteria however. Meal
plans can vary widely in their details to best fit the needs of the students.
Many schools offer several different options for using their meal plans. A college
cafeteria system often has a virtual monopoly on the students due to an isolated
location.

These cafeterias are contributing a memorable part to the students' lives. The rush,
the trees, and long lines of students buying food are something that the students
want to remember.
Reasons Why Govt. College of Management Sciences Abbottabad Needs a
Cafeteria

Govt. College of Management Sciences Abbottabad has no Cafeteria, that’s

why group 6 has chosen Cafeteria for TQM project because
• The Morning Shift student spends 5 and half hours (8am to
1:30pm) and Evening Shift student spends 3 hours (2pm to 5pm) at the
college, and they need refreshment in order to relax during the classes.
• AT the end of class, the students are given 5 minutes for
refreshment, these students goes to the nearest market and tea shops where
they eat and chat to get refreshed. But instead of 5 minutes it takes almost
20 minutes. Due to which students are often late for classes.

• When a student comes back 20 minutes late to the class, and finds
that he/she has missed almost 50% of the lecture and the attendance,
which cause them in the examination.

• Lecturers and Professors also go to the nearest market for

refreshment, if there would have a Cafeteria in the College Campus then
they had no need to go to the market.

• Although, Food items are supplied to the students at reasonable

and affordable rates but nearest hotels and Tea shops are not well-
furnished where the students eat and chat to get refreshed.

• However, few students complain about the poor hygienic condition

at these Hotels and Tea Shops. A Hostel student, Khalid Rafique said that
though all the food items are sold here at a very reasonable price but
cleanliness of the place is usually neglected.

• If there would have a cafeteria at the Campus, then it would not

only provide quality food but also the place for informal gatherings, an
ideal place for interaction among students and teachers.
• It is also a place where students and faculty can take their visitors
for a brief Tea break or a lunch hour visit.
 Chapter 2

Need analysis
As we discussed in the pervious chapter that Govt. College of management
sciences needs a Cafeteria for its students, who are often late for their classes
because of absence of Cafeteria in the College campus. When these students go
outside the college for refreshment between classes they missed 50% of the
lecture and attendance as well.

Secondly, Teachers also suffers from the same problem that they also go to the
nearest market for refreshment.
The students also complaint that the food items sold in the nearest hotels are
cheap in rates but are in poor hygienic conditions.
College cafeteria provides the best place for teacher - student interaction.
Students and faculty can take their visitors for a brief Tea break or a lunch hour
visit.

We also served the Questionnaires to the College students, and here is the summary
of the data collected.

1) Do you think that G.C.M.S needs a Cafeteria?

a) 100% said Yes b) 0% said No

2) What is the ideal place for Cafeteria?

a) 20% said Administration Block b) 80 % said Academic Block

3) Which kind of services do you want?

a) 25% said Table services b) 75% said Food serving counter

4) Would you feel satisfactory if your college Cafeteria provides Quality Food at
reasonable rates?
a) 100% said Yes b) 0% said No

5) Who should run the cafeteria?

a )10% said College b) 90% said Private Investor

6) Should the cafeteria be

a) 50% said opened garden b) 50% said under roofed

7) Would the environment of Cafeteria satisfy the hygienic conditions?

a) 100% said Yes b) 0% said No
8) Do you want a refreshment break after every class?
a) 100% said Yes b) 0% said No
 9) How much time do you need to get refreshed?
a) 20% said 5 Minutes b) 80% said 10 Minutes
Chapter 3
Strategies and Implementation
Form a Process Implementation Team
This team should be drawn from the College staff. The team should identify the
processes and their sequence.

Sequence of the Processes

1. Choose the suitable place for Building Cafeteria

2. Feasibility study.
3. Publishing a Tender Notice in the Newspapers.
4. Form a Quality Council
5. Inauguration of Cafeteria.

Choose the suitable place for Building Cafeteria

The outcomes of the survey research shows that 80% of the students suggested
that academic block is the most suitable place for constructing cafeteria.

The students suggested 2 places for Cafeteria building.

1. Near Bus Garage

2. Near Examination Hall

Feasibility Study
A feasibility study is an evaluation of a proposal designed to determine the
difficulty in carrying out a designated task. Generally, a feasibility study
precedes technical development and project implementation.

Environmental feasibility
Determines whether the proposed Cafeteria Building conflicts with its
Environment, e.g. when the college hostel for boys was under construction the
neighborhood resident’s complaint that we have houses opposite the hostel, and
 it’s the problem for the Ladies in the house, so that hostel design should be
changed.
Economic feasibility
Economic analysis is the most frequently used method for evaluating the
effectiveness of a new system. Commonly known as cost / benefit analysis.
College Administration must accurately weigh the cost versus benefits before
taking an action.

Cost and benefits can be categorized into the following categories. Basically it is
an analysis of the costs to be incurred in the system and benefits derivable out of
the system. The costs can be divided into two types:
1. Development costs 2. Operating costs

Resource feasibility

This involves questions such as how much time is available to build the new
Cafeteria, when it can be built, whether it interferes with normal College
operations, type and amount of resources required.

Tender Notice and Job Criteria

Form a Tender Committee
After constructing the cafeteria building, the next task for the process
implementation team is to form a Tender Committee. The Tender Committee
will enlist the requirements of Tender and then publish in the Newspapers. If the
College Management decides that the Cafeteria is to be operated by the College
itself, and then Tender Committee shall enlist the Cafeteria Furniture items and
then publish in the Newspaper to inform interested suppliers to Bid the rates.
Complete Bids in all respects must be submitted to aforesaid office within 15 days
of publishing the Tender Notice in Newspapers. Tender Committee reserves the
right to accept or reject any bid or proposal any time. The Bid/ Proposal with
lowest rates and high quality of furniture items is accepted.

And if the Management decides to handover the management of Cafeteria to third

party then, the Tender Committee must publish Tender Notice in the Newspapers
in order to inform the general public for bidding. These bids shall comprise of
FINANCIAL PROPOSALS. The highest Bid in all respects shall be accepted.
Job Criteria
The interested investors must meet the following criteria.

Job Description:

• Must have hands on experience in food preparation

• Ability to follow standard procedures and implement policies
• Inspects cafeteria for compliance with GCMS prescribed standards for
health & safety
• Sound knowledge of budget preparation
• Ensuring that quality standards for Food and service to customers are
consistently maintained
Skills Required:
- Focus on quality and effective management of multiple tasks
- High quality hospitality experience along with strong organization skills
- Possess strong managerial and communication skills
- Must be able to meet deadlines in a fast paced environment

Job Detail

GCMS-Government. College of
Management Sciences
Abbottabad

Industry: Education
Category: Hotel/Restaurant Management
Total Position: 1
Job Type: Contract (Both Shifts)
Job Location: Abbottabad
Gender: Doesn't Matter
Education Bachelor's Degree
3Years - 5 Years (Cafeteria / Hotel
Required Experience:
Management)
Apply By: Apr o1, 2010
Posted: FEB 25, 2010
Form a Quality Council
The next step is to form a Quality council consisting of faculty members. This
council supervises the Cafeteria and ensures that the quality food is served to the
students, and makes sure that the food stuff is hygienically handled. This council
visits the cafeteria on regular basis.

Inauguration of Cafeteria
After accepting the highest Bid in all respects, now it’s the time for Inauguration of
Cafeteria. The Process Implementation Team on behalf of College principal
would invite some honorable personality, who will lay the Foundation Stone of
College Cafeteria. Inauguration timing should be 9am to 10am.
 Chapter 4
Future Benefits and Cost Estimation
After the inauguration, Cafeteria will start serving its valuable customers.

A Rough Estimation of Cost

Our College Cafeteria would serve 50 students and 15 faculty members at a time.
Then the Cafeteria owner should buys the following items.

Start-up Expenses Rupees

15 Round tables (4000 X 15) 60,000
75 chairs ( 350 X 75 ) 26,250
2 Deepfreezes (16000 X 2) 32,000
1 Food serving Counter 10,000
Electrical, Lighting 6,000
Microwave 7,500
Food display case 5,000
Storage room shelving 3,500
Flooring/installation 26,000
Large Refrigerator 32,800
Fireplace Construction 16,000
Cash Required 2,25,050

Rough estimation of Return on Investment

• The strength in morning shift is about 1300 students and about 700
students in the evening shift. And total strength is approximately 1900,
plus 35 staff members. Suppose, if 70% of the total strength visits the
Cafeteria daily and spends at least Rs.15 per head, then the total sales for
the day would be RS. 20317.
 • If the cafeteria is opened 20 days (5 days every weak) in a month and 7
months in a year then the approximate sales would be Rupees 2844380.
• Suppose Gas and Electricity charges for the month Rupees 7000, and the
annual Gas and electricity expenses would be Rupees 84000,
• If miscellaneous expenses are supposed Rupees 12000 per year
• If the profit margin is supposed 15% of the total sales, then the profit for
7 months is Rupees 426657
• After deducting Gas and Electricity expenses Rupees 96000 +
miscellaneous expenses Rupees 12000 per annum from Gross Profit, the
net income for the 7 months would be Rupees 330657.
• Rupees 47263 is the net income for the month.

Future Benefits
• As we mentioned in the previous chapters that absence of Cafeteria causes
the wastage of student’s time, now the introduction of the Cafeteria would
solve this problem and student would be confined to the boundaries of the
college.
• College Cafeteria would provide the students Quality food at reasonable
cost.
• Quality council would start its function to supervise the Cafeteria.
• Cafeteria at the campus would not only earn profit for Investor, but also
generate income for College in the form of Rent.

Projected Profit and Loss

We project high net profits starting in the first year. Our growth rate is based upon
customer’s averages. We expect growth of 15% annually for the first three years
before leveling off at the 800 - 900 customers per day.

First fiscal year gross revenues are expected to exceed 450000 and net income of
approximately Rupees 360,000.—increasing to more than Rupees 450,000 by the
third fiscal year-end.

Our margins are very good. This is due in large part to the low direct cost of sales
as well as the low operating costs in general for Cafeteria.

Higher staff salaries, owner/operator salaries, and rent for the building depress
profits but, conversely, they also ultimately contribute to higher earnings and
profits.
Conclusion
Government College of Management Sciences has no cafeteria, and 100%
students of the College demands for a cafeteria, because the Cafeteria in the
College campus would not only provide hygienic food items at reasonable rates,
but also save time of the students who goes to the nearest market for refreshment.
College Cafeteria is the best place for teacher-student interaction.
It is also a place where students and faculty can take their visitors for a brief Tea
break or a lunch hour visit.
The Quality Council makes sure that the food stuff served to the students is
hygienically handled.
College Cafeteria will generate income for the College in the form of Rent.
 References

 DALE H. BESTERFIELD “ TOTAL QUALITY MANAGEMENT”,

Third Edition

 www.wikipedia.org

 www.search.com

 http://www.gauravengineering.com/cafeteria-furniture.html

 http://planmagic.com/business_plan/restaurant/cafeteria_business_plan
.html

 http://www.interface.edu.pk/students/July-09/Karachi-University-
cafeteria-memories.asp