TOTAL QUALITY MANAGMENT GROUP MEMBERS HAFIZ USMAN RANA MUBASHIR ISHFAQ ABBASI MUHAMMAD MEMOSH PERVEZ

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Contents ACKNOWLEDGMENT: .................................................................................................................................... 3

INTRODUCTION: ............................................................................................................................................ 4

ABSTRACT: ..................................................................................................................................................... 6

STUDY QUESTIONS: ....................................................................................................................................... 7

PROJECT DESIGN AND ITS IMPLEMENTATION: ............................................................................................. 8

MISSION STATEMENT: ................................................................................................................................ 10

VISION STATEMENT: ................................................................................................................................... 10

ANNUAL OBJECTIVES: ................................................................................................................................. 10

TOTAL QUALITY MANAGEMNT OF GEO ...................................................................................................... 11

BENCHMARKING: ........................................................................................................................................ 11

QUALITY COUNCIL: ...................................................................................................................................... 12

CONTINUOUS IMPROVEMENT: ................................................................................................................... 13

RECRUITMENT OF EMPLOYEES: .................................................................................................................. 14

EMPLOYEE TRAINING: ................................................................................................................................. 15

EMPLOYEE MORALE: ................................................................................................................................... 16

PERFORMANCE MEASURING CRITERIA: ..................................................................................................... 17

CODE OF ETHICS: ......................................................................................................................................... 18

ROLE PLAYED BY SENIOR MANAGERS: ........................................................................................................ 19

SWOT ANALYSIS: ......................................................................................................................................... 19

Strengths: .................................................................................................................................................... 19

Weaknesses: ............................................................................................................................................... 20

Opportunities: ............................................................................................................................................. 21

Threats: ....................................................................................................................................................... 21

PRODUCT DESIGN: ...................................................................................................................................... 22

OBSTACLES IN ACHIEVING QUALITY: .......................................................................................................... 22

INTERNAL AND EXTERNAL CUSTOMERS AND THEIR FEEDBACK: ................................................................ 23

PROBLEMS IN CUSTOMER RETENTION: ...................................................................................................... 24

USE OF JURAN’S TRIOLOGY: ........................................................................................................................ 25

RECOMMENDATIONS: ................................................................................................................................ 26

CONCLUSION: .............................................................................................................................................. 26

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ACKNOWLEDGMENT:

DEAR ALLAH, thank you for blessing us with the gift of knowledge to celebrate your glory

with love and devotion, perhaps this is the modest way for us to thank.

SIR MANZOOR IQBAL, our respectable teacher, thanks for being with us in all difficult and

hard times. We really thank to him for his help and guidance. Due to his co-operation we are

able to do this project in more decent and quintessence way. We are also very much thankful to

our parents for their co-operation in all aspects of life. We are here due to their prayers and due

to their co-operation in all obstacles of our lives. Also thanks to our friends for encouraging us in

difficult time, and supporting us whenever we need them, Thank You.

In the end, we pray to Almighty Who loves listening to our prayers, please accept this humble

thank from us with gratitude and devotion.

Thank You!

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INTRODUCTION: The project is about the total quality management of GEO TV which is one of the

leading channels of Pakistan and if it is said that it is the first private news in the country

then it will not b wrong as Geo started its operations in 2002 and is the pioneer in this

field. Geo TV was started in 2002 with a well known sitcom named “Hum Sab Umeed

Se Hain” in which first time mimicry of all the politicians and the government officials

was done and shown on media. Another Important thing about the channel was the

concept of giving news after every hour to keep people updated and aware of

everything happening in the country and outside it. Its test transmission started on 14th

August 2002 on the PAS 10 digital satellite. Regular transmission started on 1st

October 2002.The National association of Broadcasters (USA). World’s largest

association of broadcasters honored the GEO with the “Award for Quality” declaring it

an international standard television channel. Geo is the fastest growing TV Channel in

Pakistan with ratings exceeding all satellite delivered TV channels in the market. Geo

has the widest distribution on cable systems in Pakistan with 100% carriage within 90

days of launch. Geo is known for its unique entertainment, hot talk shows, truth

revealing news and informative programs. There were many famous programs which

Geo TV gave including Aalim Online, Nadia Khan Show. Later in 2005, for the further

expansion it separated its News channel and started Geo News channel which started

providing more news to the viewers. Dramas and other programs were then being

shown on separate channel that was Geo Entertainment. Now Geo is currently having 4

channels. Two more channels, other than already discussed are Aag TV and Geo

Super. So, Geo is now operating news, music, serials and sports channels separately

Geo is basically operated by very famous Jang Group playing its important role in public

awareness from last few decades, specially through print media in Pakistan. People

prefer Geo instead of CNN, BBC or any other channel because of its transmission in

national language Urdu. Secondly, Geo broadcasts sizzling live talk shows in current

issues so that people get the awareness about both the negative and positive aspects

of the matter but also the veiled realities actually behind the exposed truth publically.

The particular satellite which enables us to watch Geo News Live streaming on our TV

sets, desktops, laptops, mobiles and many other advance electronic devices is named

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as PAS-10. Our TV sets and other devices capture these electronic signals and convert

them into video and audio signal so that we can watch and here them. Its is just

because of this satellite that we can watch the live transmission of Geo TV at the same

time in different areas of the world at the same time with the same intensity. Minute by

minute Live Geo News in different areas of a city and different cities of a country and

different countries in a continent and different continents in a world this is the blessing of

the PAS-10 satellite system. According to longitude and latitude measurements of the

world this satellite is situated 68.5-Degree east and download Link Band of it is C-Band.

Geo News as well as other programs are digitally transmitted at the frequency of about

4114 Mega Hertz with horizontal polarity. While symbol rate of Geo News Live is 3300

Mega bytes/second having FEC 2/3 and QPSK(auto) modulation.

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ABSTRACT In the quality management of Geo, there are few important things like their bench

marking. Setting of benchmark is done at the Head Office which is located in Karachi.

Benchmarking is done for the ratings and number of breaking news and other programs

and serials etc. For the improvement in their quality, they always keep eye on their

competitors. They always look what they are doing and Geo tries to do better than

them. Geo considers Dunya News and Express News as its biggest competitors and

they try to keep their level higher than them. Their employee selection is like they

always look for the people who are creative and have ability to generate new ideas as

they require new and innovative things and continuously improves themselves to be

better than the others. As employee morale is must, so they keep arranging different

offside activities like dinners or sports activities to keep their employees’ morale up. One

of the reasons for the success of Geo is the advantage they have of being the pioneer

in the field and the most important reason is that they consider each of their programs

as a product and try to do better development of their products. Also their large amount

of investments makes the availability of the budget with them.

KEY WORDS:

Benchmarking

First Private News Channel

First Sports Channel

Creative Employees

Availability of Budget

Entertainment Activities

Expenditure on Employees Training

Treatment of Service as a Product

Key Performance Indicators

PTV National Antenna Channel

Advertisements

Sensationalism

Exaggeration of News

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STUDY QUESTIONS: Our task was to judge the total quality management of Geo and for that there were few

questions which we needed to explore and for that purpose we asked few questions

which are;

What do you do for the continuous improvement?

What are your performance measuring criteria?

On which basis you recruit your employees?

Are your employees empowered?

What kind of benching is used in Geo?

You are not giving any product rather service, so what is the difference in the

quality management of a product and a service?

How can the concept of product design be implemented in your services?

What do you think what is better in your organisation then any other channel?

Do you have any obstacle in achieving quality?

Any example for overcoming the problems?

Quality Control Cost methods?

What are the major sources of getting customer feedback?

Who are your internal and external customers?

How do you keep focus on them?

Do you face customer retention problems?

What are the ways you use for employee morale?

What are their methods of employee training?

Do you have any particular objective which you need to achieve say yearly or

quarterly basis?

How do you evaluate that you are getting what you need?

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PROJECT DESIGN AND ITS IMPLEMENTATION: For knowing about the quality management of Geo, we needed to collect data which

could help us to make our project and for that we visited the Geo office blue area

and met with Mr. Muhammad Saalar Janjua, Manager HR. It was so kind of him that

he gave answers to our questions in detail. Questions which we asked have already

been discussed.

We had to face few difficulties in getting the data. Firstly, we had to contact them time

and again because we were not able to get time from them for the meeting. Another

problem is that any organization cannot provide its internal information. In case of Geo

we had the same inconvenience as Geo is a channel related to media and their

information is confidential and things related to quality management were also not

available on internet and that is why we were not able to get answers of few questions.

Not getting the answers was also due to the reason that the things were complicated

and in detail which could not be told to us. Another cause was our less familiarity with

the subject “Total Quality Management” due to which we could make more questions. If

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we had studied more before making this project, we would have done better perhaps.

Also we were not given any outline by the teacher. Though it was given to us later but

then, we could not visit the organization again because our calls were not picked inspite

of trying it again and again and due to that we could meet the manager again and we

had to stay with our own made questions.

So overall we were able to get a satisfactory result and a good response from the

manager and we got the answers in a friendly and supportive manner but we were not

able to obtain full information due to the mentioned reasons which affected our project

and it could have been better in the absence of these factors.

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MISSION STATEMENT:

GEO informs and entertains while celebrating cultures and prompting dialogue in the

spirit of "live and let live".

VISION STATEMENT: “GEO will be the voice of freedom from the Asian subcontinent. It will highlight the

issues of concern and the cultural richness of its people through information, discussion

and entertainment. GEO will propagate transparency of responsibility that will ensure its

position as the most credible and meaningful source of information, through quality

programming based on issues. GEO will provide entertainment audiences can relate to,

thereby creating viewer loyalty and response. GEO will forge an alliance amongst its

three stakeholders - viewers, advertisers and shareholders to maximize viewer

ownership. GEO will invest in human resources as it recognizes it to be the foundation

upon which the GEO future will be built. It is this very foundation that will allow GEO to

attain and sustain a leadership position, thus fulfilling the promise associated with its

creation.”

ANNUAL OBJECTIVES: We were not told any specific objective. Their main objectives are just to retain in the

market with the same position they currently possess and provide their viewers the

things which they want to watch and increase the number of viewers and try shift the

viewers of other channels to their own by providing them better stuff than the

competitors.

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TOTAL QUALITY MANAGEMNT OF GEO

BENCHMARKING: We begin the Total quality management of the Geo with the “BENCHMARKING”.

Benchmarking is mainly done in terms of “Ratings”, “Number of Breaking News”,

Number of Talk Shows, Number of dramas etc. It is decided that what the number of

breaking news is, which the channel should give. Mostly it is done by comparing with

the other channels and to be better than them, it is tried to be the most breaking

news providing channel.

Then the number of other programs is also set, for-example, if Talat Hussain is

doing a kind of Talk show on another channel which Geo is not doing, Geo will try to

make such kind of program or rather make a better one than the other.

In our view they should not only follow others, but also try to try to be the first one to

make new kind of programs like they are the pioneer of other things.

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QUALITY COUNCIL: Quality Council of Geo consists of President, CEO, and the senior managers of different

departments like Hr, Finance and also they have made different councils for their four

different channels and those councils are led by the main quality council. Their main

functions are;

Proper allocation of resources.

Improvement of quality management internally so that viewers are satisfied with

performance.

The employees selected are capable to work according to the requirement.

Proper training of the employees.

The programs shown are of the kind which viewers prefer to watch and which will

not harm the reputation of the channel.

These are the main departments in which Geo’s Functional activities are distributed and

senior managers from these departments are the part of the quality council,

1. Geo News Department

2. Entertainment Department

3. Product Development Department

4. Human Resource Department

5. Geo Operations Department

6. Finance Department

7. Technical Department

8. Marketing Department

9. Sales Department

10. Creative Department

11. Music Programming Department

12. Research Department

13. Events Department

14. Sports Programming Department

15. Scripting Department

16. Game Shows Department

17. Communication Department

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18. IT Department

19. Fashion Design Department

20. Children’s Division.

Quality Council is an important part of the TQM of any organization. Therefore we

recommend that it should perform its duties with diligence to maintain and retain the

quality.

CONTINUOUS IMPROVEMENT: For the continuous improvement firstly, the comparison with the other channels is

done. Geo consider Dunya News and Express News as its biggest competitors. And

their programs have been followed as well for bringing the improvement in Geo

itself. Then obviously competent employees are the major source of their continuous

success and stability in the market. Employees are properly trained and given value

and continuously motivated and their morale is always kept high. Also, proper

performance measure tools are applied for this purpose.

Above all, Geo never compromises on its quality and for that quality control costs

are used. Proper budget is allocated for the preparation and implementation of a

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quality plan and before that, proper inspection and evaluation is done so that the

quality cannot be disturbed.

RECRUITMENT OF EMPLOYEES: Recruitment of the employees is an important task and is done carefully. Those

employees are selected who are creative. As, an employee is the one who illuminate

their screen, design their sets and promote their programs so, he should be the one

who is creative in nature and is able to generate new ideas. Continuous

improvement and changing is necessary to get the attraction of the audience

otherwise people will get bored of the old things and prefer other substitutes and at

this time of healthy competition it is really difficult to sustain yourself in the market

and employees are one of the most important source of the customer retention.

During the employees’ selection, their qualities as required by their particular task to

do, are seen. Fore-example, if an anchor is selected, it is to be seen that if he can

talk and he has the complete knowledge about that job and he can present in front of

the people.

Our group’s review about the recruitment is that it should done with great care as the

employees are one of the most important of the organization. They should be

competent and well trained to do their jobs and Geo gives great importance to this

part of the TQM and they should keep doing it to have the quality employees like

they currently have.

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EMPLOYEE TRAINING: Employees are properly trained according to their particular jobs and proper

allocation of budget is done for the training. Fore-example, a reporter is trained for

interacting with the people and questioning them. They need to inform and give the

news of any incident as early as possible and give full detail of that incident i-e

When did it happen?

Where did it happen?

Why did it happen?

Then, a cameraman is trained to have an eye on the events and he should capture

everything which is necessary. So, the employees are trained and prepared

professionally to perform their jobs effectively and the quality of the work does not

affect.

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In our group’s review, the training of the employees is significant as it is necessary to

make the employees capable of doing their work. If employees are not told and taught

about their job, there will definitely be poor performance from them and ultimately the

channel will have to suffer.

EMPLOYEE MORALE: Employee morale is to be always kept high to take work from them which is

beneficial for the organization and its performance. For that, employees are given

value and respect and motivated continuously. Yearly basis entertainment activities

apart from the work are done like Annual Dinner in which all the higher and lower

ranked employees are called and sit together which definitely assists in the

motivation of the employees. Also Sports activities like Cricket Match are held. Also,

on the basis of their performances, they are given rewards and incentives which

make them motivated and they have strong intentions to work for the betterment of

the organization. Annual evaluation of the employee’s performance is discussed

with the employee. There is an Idea Box in the reception room available to

employees and even visitors. All ideas are implemented and the generator of the

idea is rewarded with a prize.

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PERFORMANCE MEASURING CRITERIA: For the measurement of the performances of the employees, proper evaluation is

done. There are Key performance indicators for the achievement of their objectives.

Fore-example, to be the quickest to inform people about the latest news, their key

performance indicators are number of their reporters in a particular area and

measurement of the efficiency of the reporters i-e how quick and accurate reports

they can provided by their reporters. At the beginning of the year, it is told to every

employee what the organization requires from them and then, at the end of the year

their performance is evaluated.

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Our group’s review about the performance measuring criteria is that we were not given

the answer about it in detail. It should have been in more detail for the better

understanding. We just recommend them to have a clear performance measuring

criteria so that the employees can also know easily about it. This clear and certain

criteria also helps in the motivation of the employees.

CODE OF ETHICS: 1) They have a No-Smoking environment however, they have specified a zone for

smoking only.

2) Every employee has to display the GEO Identity Badge.

3) All employees should conduct the display of Discipline strictly because of too

much interaction with the other departments.

4) There is no formal dress code except for certain levels such as, the Heads of the

Departments.

5) Eatables are not allowed everywhere in the office except in the Cafe.

6) Employees must reach and leave the office in the office timings.

In our review, they have made a positive working environment through this code of

ethics and they should keep following it so that the ethics of the organization should

remain and the quality is not disturbed.

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ROLE PLAYED BY SENIOR MANAGERS: The major role of the senior managers is to maintain the quality and evaluate the goals

set by the management as to how close they are to achieving their objectives, and how

much they have achieved. If Geo has not achieved its required goals they take

feedback and change their operational plans accordingly. The Top Management is

responsible for the SWOT analysis as well to judge that where the company is standing

currently, what are their strengths or weaknesses, what are the things which they can

get, what are the major threats from which they need to be careful and what

improvements can be made.

SWOT ANALYSIS:

Strengths: First advantage of Geo is that it is the pioneer in this field. Geo introduced

the concept of presenting news after every hour.

Geo started its services with a sitcom named, “Hum sab Umeed Se Hain” in

which mimicry of the government officials and the politicians was shown. This

kind of program was also shown on media first time by the Geo.

Geo is running four channels now which are,

Geo Entertainment

Geo News

AAG TV

Geo Super

.

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Geo is associated with print media as well and is operated by the Jang

Group.

Geo has huge amount of investments which is another advantage of large

budget being available over other channels.

Their investment on the employees is also worthy to be admired as they have

made their employees competent of their jobs for the best possible output

through proper training and investments.

Geo introduced the first Pakistani sports channel, Geo Super

Weaknesses: Geo news spreads sensationalism and to gain attention of the viewers, they

present simple news as breaking news.

Exaggeration of news is common.

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To be the first one to inform, they sometimes tell the cause of an incident without

confirmation.

News related to the Bollywood is shown in the headlines, which should not be

given much importance.

Opportunities: They can use their extensive network to give people in rural areas knowledge

about the politics

By this political culture can be improved.

Other social values should be promoted.

Threats: Their major threats are their competitors and biggest competitors

considered are Dunya News and Express News.

PTV is the main competitor of GEO with regards to viewer ship because of

the reason that geo is a satellite channel and is accessible in specific

areas whereas PTV is a national antenna channel, which is easily

accessible.

They have to follow the rules made by the government and cannot act

outside the rules.

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PRODUCT DESIGN: Geo is providing services instead of products and they consider their services as a

product. That is why they design their services as products and always try to bring

innovations in them and new ideas are brought for the changing in their programs and

improvements strategies like, Refinement, Renovation and Reinvention, which are used

for the improvement of products, are used in their services. Fore-example they

continuously improve their appearance like title’s design etc. Geo introduced the first

sports channel of Pakistan. So, they are always found engaged in making the design of

their services better.

OBSTACLES IN ACHIEVING QUALITY: Geo has not faced much difficulty in achieving quality, only once in 2007, due to the

recession, they faced inconvenience in achieving quality as they had to cut down their

budget. They reduced their technical cost to overcome those external factors and with

the passage of time they were able to bring themselves back on track. But they never

allowed themselves to be worse than their competitors and they just tried to sustain in

the market. Another obstacle is that sometimes government bans the transmission of

Geo for its own interest.

As ups and downs are the part of every organization’s business, So we recommend

them to just try to be patient in these kind of situations and try to sustain their position

and credibility.

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INTERNAL AND EXTERNAL CUSTOMERS AND THEIR FEEDBACK: Internal customers include all of their employees which are the part of their operations in

all four channels and their offices who are already discussed that they are highly

motivated and competent and their feedback is takes as well for the betterment of the

organization which ultimately assists in the better output.

Their external customers are definitely the viewers but the biggest external customers

which had a great influence on their performance as well, are the advertising

companies. Their attachment to the channel speaks the success of the channel and is

an enough feedback which is received by them regularly.

An example for the judgment of the feedback can be like an advertising company is

offering 175,000 rupees to any of the competitors for an advertisement and 200,000

rupees to Geo, it will be an evidence of its success. It can also depend on the number of

advertising companies want to engage with them instead the amount of money being

paid by one.

Also, a survey had been arranged recently which was named as “IPSOS Pakistan” in

which feedback from people was taken but If it will not be wrong if it is said that the

biggest source of their feedback are the advertising companies.

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PROBLEMS IN CUSTOMER RETENTION: Due to the continuous focus on the customers internally as well as externally, they

never had to face any major problem yet. One of the reasons is its comparative

advantages over the other channels like its being pioneer and continuous improvement

and that is why it has never been seen any decline in its popularity rather it has helped

them in gaining more trust and better goodwill.

We think that they really have no problem of customer retention due to the above

mentioned reasons. Although people talk about geo that they create sensationalism, but

still it is the channel which is followed by most of the viewers.

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USE OF JURAN’S TRILOGY: We were not given any explanation about the use of Juran’s Trilogy. It is used in

different situations and for different purposes and cannot be explained briefly. But we

can explain its use in Geo with the help of the things already mentioned in the repot.

Three main parts of the Juran’s Trilogy are;

1. Planning

2. Controlling

3. Improvement

Planning: Planning is done by the senior managers which has been mentioned in the Roles of

senior managers. They need to set the goals and objectives and convey them to the

employees and make strategies to achieve these goals. Fore-example it is the part of

their planning to decide and allocate the budget and utilize the available resources.

Controlling: About controlling, Manager whom we met, did not tell anything so, we assume that

control over expenses and controlling their weaknesses are the part of this term.

Improvement: Improvement strategies have been discussed in the Product Design part in which it is

told that their services are considered as the products and for their improvement,

strategies like renovation, Reinvention etc are used.

So, this trilogy is not used specifically for every purpose and is used differently in

different situations. But by keeping in view the above things, we can say that they are

using it pretty well for the retention of the quality which consequently assists in the

satisfaction of the viewers.

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RECOMMENDATIONS: Geo should minimize spreading sensationalism and exaggeration of the simple

news. They need to stop this because this creates anxiety for the viewers. So, to

stop creating this feeling of anxiety, they should avoid such sudden breaking news.

Also, it has been seen that few programs are repeated again and again. This

repetition of the programs should not be done. As they have an extensive network

so, they should this network to educate people especially living in the rural areas

about the politics. So that they get awareness about the political factors and also

other social values should be promoted. This awareness can be provided by making

more programs to show on television or by different campaigns by going to the rural

areas. Overall, the channel has been working very well and is always one of the

quickest and earliest to give latest news and it has to take advantage of its fame

among the people by increasing its network and also by taking part in more social

activities.

CONCLUSION: Geo is one of the leading channels in Pakistan, which was the first one to

introduce the concept of news after every hour. After geo, many channels have

come and are competing in this field but many factors like well trained

employees, large amount of investments etc have kept Geo very strong for all.

Dunya News and Express News are the toughest competitors of Geo. Geo has a

very wide network which is spread around numerous countries of the world and

most important thing is that Geo has not allowed to get its quality worse and it is

always same. Moreover their investment on employees and their admirable

employee selection criteria, all have contributed well to maintain its quality

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REFERENCES AND BIBLOGRAPHY:

Mr. Salaar Janjua

Hr Manager.

Geo Office, Blue Area

Islamabad.

Cell # 03008550672

03458598966

http://www.kaashtv.com/

http://www.geo.tv/teamgeo/mainpages.htm