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Subject: Total Quality Management Presented to: Sir Ghulam Mustafa Mir Presented by: Sehrish khalid 12052054-062(BL) Semester
Subject: Total Quality Management Presented to: Sir Ghulam Mustafa Mir Presented by: Sehrish khalid 12052054-062(BL) Semester

Subject: Total Quality Management

Presented to:

Sir Ghulam Mustafa Mir

Presented by:

Sehrish khalid


Semester 3rD (

G.T Road Science College Gujrat

Subject: Total Quality Management Presented to: Sir Ghulam Mustafa Mir Presented by: Sehrish khalid 12052054-062(BL) Semester

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Quality statement of banking sector:

Quality statement of banking sector include the vision statement, mission statements, core values and quality policy .which are different parts of strategic planning process of an organization. Small organization are use only quality policy statement.

Vision statement:

visions provide a succinct guideline for decision making. Vision statement is a short declaration of what an organization aspires to be tomorrow. It is ideal state that might never be reached but which you continually try to achieve. E . g the vision statement of UBL is

To be a world class bank dedicated to excellence , and to surpass a highest expectations of our customer and stakeholders.”

Mission statement:

The mission statement describe the function of the organization. This statement answer the following question: who we are, who are the customers, what we do, and how we do it. it provides a clear statement of purpose for employees, customers, and suppliers. E. g the mission statement of UBL is

1: Optimize people, process and technology to deliver the best possible financial solution to our customers.

2: Become the most sought after investment. 3: Be recognized as the employer of choice.

4: Set the highest industry standard for quality, across all areas of operation, on a sustaines basis.

Quality policy statement:

This policy is guide for everyone in the organization as to how they should provide product and service to the customers. it has following characteristics are

  • Improve the quality on continually basis.

  • Entire the work force can be utilize.

  • Equal or exceed the competition.

  • Quality is first among equals.

Core values:

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1: honesty and integrity 2: commitment and dedication 3: fairness and meritocracy 4: teamwork and collaboration 5: caring and socially responsible 6: utilizing all resources productively 7: satisfying the expectation of the customer

Quality Council:

In a typical organization the council is composed of the chief executive officer(CEO).The senior managers of the functional areas, such as design, marketing, finance, production, and quality ;and a coordinator and consultant.In large organization, quality councils are also established at lower levels of the corporation.

The responsibility of the coordination is to build two-way trust, purpose team needsto the council, share council expectation with the team, and brief the council on team progress.the coordinator s activities are to assist the team leaders, share lessons learned among teams, and have regular leaders meetings.

In smaller organization where managers may be responsible for more than one functional area, the number of member will be smaller.Also, a consultant would most likely be employed rather than a coordinator.

Duties of the quality council:

  • It can also develop the annual quality improvement program with objective.

  • It s develop the strategy on long-term plans with goals.

  • Its creat training plan to the employees and creat total education or knowledge to fulfill the object.

  • Develop, with input from all personnel, quality statement, vision statement, mission statement and core values in quality council.

  • Improve the processes through projects which can determined those affect on the satisfaction of the internal and external customer.

  • New way of doing business to establish or revise the recognition and reward system in quality council.

  • Performance measures for the organization also determined.

  • The cost of poor quality is determine and monitor.The cost of poor quality can add to the other costs used in decision making, such as maintenance,

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production.It measured and analyezed to help in attaining the objectives for better quality and customer satisfaction at less cost.

  • Review the strategic initiatives and critical success factors and develop the short term and long term plan to achieve the goal.

These councils are the instruments for perpetuating the idea of never-ending quality improvement. Their duties are similar but relate to the particular level of the organization.

Annual quality improvement program:

An annual quality program is developed along with a long-term strategic plan. Some of the strategic items will eventually become part of the annual plan, which will include new short-term items.

In addition to creating the items, the program should develop among all managers, specialists and operating personnel. Following points should be used in annual quality improvement program


The skills needed to make improvements. Specific skills are required to achieve the goals and objective of the organization.

  • Managing work load or time

  • Identify clear roles for employees

  • Creating an environment of openness, trust, and chellenge

These are also helpful in annual quality improvement program.The skills required on every organization to fulfill the object and goals.


Technology has great importance in any organization. Which give help to quality improvement program. Now a days technology is a worldwide issue.

Active participation:

A sense of responsibility for active participation in making improvement.

The section on goals and objectives, operating personnel should be involved with setting objectives, and management should support them with training

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projects, and resources. It give overall view to the organization. Some organizations have well structured annual quality improvement program.

In organization that lack those programs, any improvements must come from the initiative of managers and specialists.

The habit of annual improvements so that each year the organization’s quality is significantly better than the previous year’s. It takes a great deal of determination by these people to secure results.

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