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Assignment No. 1

Topic:

Application of 8 Quality Management Principals on

Fazal Dins Pharma plus

Submitted by:

Muhammad Idrees L1F10MBAM2052

Zaheer Mehmood L1F10MBAM2019

Danish Shahzad L1F10MBAM2029

Majid Ali L1F10MBAM2041

Muhammad Waqas Farooq L1F10MBAM2256

Subject:

Total Quality Management

Section:

F

Submission date:

13/10/2012

Submitted to:

Prof. Zahid Hussain

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Fazal Dins Pharma plus

Fazal Din's Pharma Plus is one of the largest retail chains of pharmacies in Pakistan. Mumtaz,

son of Haji Fazal Din, migrated from Dalhousie to Lahore and set up a pharmacy store on The

Mall under the name of Fazal Din & sons. In 1995, Ibrar Mumtaz, grandson of Fazal Din,

opened a computerized pharmacy store under the name of Fazal Din's Pharma Plus, which

quickly grew into a chain of retail stores across the country. The chain is now owned by Taimur

Mumtaz, great grandson of Fazal Din.

Mission Statement

The mission of "FAZAL DIN'S PHARMA PLUS" is to improve the health and well being

of individuals and the society as a whole by providing quality healthcare services.

Services

With 11 branches in Lahore the Fazal dins Pharma provides following services.

24 hours free home delivery. 24 hours availability of pharmacist. Patient counseling.

Products

Fazal dins Pharma has wide range of products under the line of Velvette brand name which

includes

Acne cream Fairness cream Anti oxidant cream Foot cream Revalorizing cream Baby oil Youth cream Hair oil

Quality management

The term quality management has a specific meaning within many business sectors. This

specific definition, which does not aim to assure 'good quality' by the more general definition,

but rather to ensure that an organization or product is consistent, can be considered to have four

main components: quality planning, quality control, quality assurance and quality improvement.

Quality management is focused not only on product/service quality, but also the means to

achieve it. Quality management therefore uses quality assurance and control of processes as well

as products to achieve more consistent quality.

http://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Fazal_Dinhttp://en.wikipedia.org/wiki/Dalhousiehttp://en.wikipedia.org/wiki/Lahorehttp://en.wikipedia.org/wiki/The_Mall,_Lahorehttp://en.wikipedia.org/wiki/The_Mall,_Lahorehttp://en.wikipedia.org/wiki/Quality_controlhttp://en.wikipedia.org/wiki/Quality_assurancehttp://en.wikipedia.org/wiki/Service_qualityhttp://en.wikipedia.org/wiki/Service_qualityhttp://en.wikipedia.org/wiki/Quality_assurancehttp://en.wikipedia.org/wiki/Quality_controlhttp://en.wikipedia.org/wiki/The_Mall,_Lahorehttp://en.wikipedia.org/wiki/The_Mall,_Lahorehttp://en.wikipedia.org/wiki/Lahorehttp://en.wikipedia.org/wiki/Dalhousiehttp://en.wikipedia.org/wiki/Fazal_Dinhttp://en.wikipedia.org/wiki/Pakistan

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Quality Management Principals

Before we apply the quality management principals on the selected organization we need

to know that what the quality management principals are?

Basically quality management principles are a comprehensive and fundamental rule or

belief, for leading and operating an organisation, aimed at continually improving performanceover the long term by focusing on customers while addressing the needs of all other stakeholders.

Following are the 8 Quality Management Principals

Principle 1 - Customer-Focused Organisation

Organizations depend on their customers and therefore should understand current and

future customer needs, meet customer requirements and strive to exceed customer expectations.

Principle 2 -Leadership

Leaders establish unity of purpose and direction of the organisation. They should create

and maintain the internal environment in which people can become fully involved in achieving

the organisation's objectives.

Principle 3 - Involvement of People

People at all levels are the essence of an organisation and their full involvement enables

their abilities to be used for the organisation's benefit.

Principle 4 - Process Approach

A desired result is achieved more efficiently when related resources and activities are

managed as a process.

Principle 5 - System Approach to Management

Identifying, understanding and managing a system of interrelated processes for a given

objective improves the organisations effectiveness and efficiency.

Principle 6 - Continual Improvement

Continual improvement should be a permanent objective of the organisation.

Principle 7 - Factual approach to decision making

Effective decisions are based on the analysis of data and information.

Principle 8 - Mutually beneficial supplier relationships

An organisation and its suppliers are interdependent, and a mutually beneficial

relationship enhances the ability of both to create value.

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4. System approach to management:There is computerized system in every branch of the organization which keeps

track of the inventory and automatically updates the inventory as it is sold to the

customers. Except this, the system automatically places the orders when stock of any

medicine is low. The system also keeps record of the trend in sales of a specific medicine.

The system contains the detail of the placement of the medicines as mention above. Thissystem is very affective and it works efficiently.

Quality Management Principals Not Followedby Fazal Dins Pharma

According to our observation in the Fazal Dins Pharma we think following are the quality

management principals they are not following.

1. Continual Improvement:According to our observation we think the organization is not following this

quality management principal of Continual Improvement. We think the company is not

providing the training to their employees to update their knowledge. Except this we think

that the organization, no doubt, has good software for the management of their inventory

and billing process but they are not making any improvement in the software. The

interface of the software is too old and the operator of the software can become bore.

2.Process approach:We discuss above that the Fazal Dins Parma is following this quality

management principal of Process Approach but there are some of the aspects of this

approach which we think they are not following. The flaw in the process is that thecustomers have to wait in lines at the cash counter to make payment for their purchases.

The pharmacists are more than one but the cash counter is only one, due to which the

crowd at the counter, where the customers get their medicines or other items, is very low.

Whereas the crowds at the cash counter, because of its singularity, is more.

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Recommendations

According to our understanding and observation we think that the following modification can be

made to the organization in apply Quality Management Principals.

1. The organization is operating at very limited scale it has only 11 branches in Lahore. Theorganization should open more branches in Lahore as well as other cities of the countrythrough which they can serve more customers and can increase their sales.

2. The organization should provide training to their employees about the operations of theorganization and to interact with the customers. Through this the organization can built

strong customer relation.

3. The organization should update their software according to the requirement of the needsof the organization as well as make the interface good and easier to operate.

4. Sometimes there is a huge crowd on the cash counters. So the company should maintainminimum two cash counters to divide the crowd and decrease the waiting time for the

customers to get their order.