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Fauji fertilizers

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  • 1. FAUJI FERTILIZERCOMPANY LIMITEDGROUP MEMBERSMuhammad Hassaan TirmiziTaimoor Khalid ButtMuhammad Irfan AliMohsin AliSUBJECTTOTAL QUALITYMANAGEMENTCLASSMBA-3B
  • 2. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 2ContentsACKNOWLEDGEMENT.............................................................................................................................3DISTRIBUTION OF WORK ........................................................................................................................4TEACHER’S REMARKS..............................................................................................................................5ABSTRACT................................................................................................................................................6INTRODUCTION.......................................................................................................................................7FERTILIZER INDUSTRY..............................................................................................................................7FAUJI FOUNDATION................................................................................................................................8FAUJI FERTILIZER COMPANY LIMITED.....................................................................................................9VISION...................................................................................................................................................11MISSION................................................................................................................................................11PROJECT DESIGN...................................................................................................................................12IMPLEMENTATION................................................................................................................................12THE REPORT ..........................................................................................................................................13INTEGRATED MANAGEMENT SYSTEM..................................................................................................13QUALITY COUNCIL.................................................................................................................................14CODE OF ETHICS AND STANDARDS OF CONDUCT................................................................................14PROCESS IMPROVEMENT......................................................................................................................15CUSTOMERS..........................................................................................................................................16EMPLOYEES...........................................................................................................................................17SUPPLIERS .............................................................................................................................................18BENCHMARKING...................................................................................................................................19SWOT ANALYSIS....................................................................................................................................21Strengths...............................................................................................................................................21Weaknesses ..........................................................................................................................................21Opportunities........................................................................................................................................21Threats ..................................................................................................................................................22OBSTACLES............................................................................................................................................22LONG TERM PLAN.................................................................................................................................22CONCLUSION............................................................................................ Error! Bookmark not defined.RECOMMENDATIONS ...........................................................................................................................23REFERENCES..........................................................................................................................................25APPENDIX..............................................................................................................................................26
  • 3. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 3ACKNOWLEDGEMENTWe would like to thank Almighty ALLAH for giving us the strength and intellect tocomplete this project. This was the most difficult project we had come across so farbut it was due to the mercy and blessings of the Almighty ALLAH that we perseveredand completed our project.We would also like to thank our respected teacher, Colonel Manzoor Iqbal Awan, forhelping us with the completion of this project. You continuously guided us towardsthe proper completion of the project. The mistakes you pointed out from our draftshelped us in refining our project and making it better in terms of quality as well as interms of aesthetics.Finally we would like to thank Mr Muhammad Hasan Qureishi, Manager HR at FFCHead Office, Rawalpindi and Mr Tariq Javed, Manager Manufacturing andOperations at the FFC Production plant in Rahimyar Khan.You provided us with thevital information that was required to complete this project. Your help in that regard ismuch appreciated and acknowledged.
  • 4. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 4DISTRIBUTION OF WORKMuhammad Hassaan TirmiziHad to develop the project design, ensure its implementation and write thereport.Taimoor Khalid ButtHad to write the introduction and help with the project designMuhammad Irfan AliHad to help with the abstract and design the layout of the report.Mohsin AliHad to write the conclusion and give the recommendation
  • 5. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 5TEACHER’S REMARKS
  • 6. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 6ABSTRACTThis is a project where we had to examine Fauji Fertilizer against the backdrop ofTotal Quality Management. TQM is the art of managing the whole to achieveexcellence. Therefore we had to see how FFC was managing its entire range ofoperations while maintaining it very high standards and product quality.We found outthat FFC is a quality conscious company and it takes the quality of its products veryseriously. It has a great relationship with its customers and the basis of thatrelationship is the customers’ trust that FFC will provide them with quality products.Also FFC tends to be very careful in selecting suppliers and undertakes thoroughinvestigation before selecting a supplier.FFC is continuously looking to improve itsprocess and as a result increasing production capacity. This increased productionwould lead to an expanded market share for FFC. The company is a dynamicorganization which is using every tool at its disposal to be flexible with the changingenvironment.Keywords: Quality Fauji Fertilizer Company Limited Benchmarking Customers Employees Suppliers Integrated management system Quality council Process improvement Engro fertilizer Code of Ethics Standard of Conduct Fertilizer Industry
  • 7. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 7INTRODUCTIONFERTILIZER INDUSTRYAs Pakistan’s economy is agriculture based therefore the fertilizer sector assumes acentral role in the development of the country. A good quality fertilizer increases yieldtherefore increasing production of crops and earning foreign exchange for Pakistanthrough exports. Not only does the quantity of production increase but the qualityalso increases. This increases the exports of our country which in turn helps uscorrect our adverse balance of trade with other countries. Therefore it is necessaryto have a vibrant fertilizer industry in Pakistan. The good news is that future outlookfor the fertilizer industry looks bright because of supportive government policies andfavourable climatic conditions. The government almost always comprises of feudallords and they always try to implement encouraging agricultural policies becausetheir aim is also to maximize yield. Thus the fertilizer sector gets a boost in terms ofsubsidized gas rates and lesser hours of load shedding.
  • 8. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 8FAUJI FOUNDATIONFauji Foundation is one of the largest conglomerates in Pakistan.Its interests includeenergy, cement, and power generation, food, fertilizer, education, security andemployment services. It was setup as a charity in 1954 and its main purpose was thewelfare of ex-army personnel and their dependents. It is run by retired armyofficers.Its headquarters is in Rawalpindi Cantonment. Some of the organizationsowned by this group are as follows:1. Fauji Fertilizer Company2. Fauji Cereals3. Foundation Gas4. Foundation University5. Fauji Cement Company6. Foundation Security7. Fauji Kabirwala Power Company8. Fauji Sugar Mills9. Fauji Security Services10.Fauji Fertilizer Bin Qasim
  • 9. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 9FAUJI FERTILIZER COMPANY LIMITEDHISTORYFauji Fertilizer Company was incorporated in 1978 as a joint venture between FujiFoundation and Haldor Topsoe A/S of Denmark. Its head office is located on MallRoad in Rawalpindi Cantonment. FFC has two plants. One is located at Goth Machhiin Rahimyar Khan while the other one is situated at Mirpur Mathelo in Ghotki.Theinitial share capital of the company was Rs. 813.9 million. The present share capitalof the company stands above Rs. 8.48 billion. Additionally, FFC has more than Rs.8.3 billion as long term investments which include stakes in the subsidiaries FFBL,FFCEL and associate FCCL.FFC commenced commercial production of urea in1982.FFC participated as major shareholders in a new DAP/Urea manufacturingcomplex with participation of major international/national institutions. The newcompany Fauji Fertilizer Bin Qasim Limited (formerly FFC-Jordan Fertilizer CompanyLimited) commenced commercial production with effect from January 01, 2000. Thefacility is designed with an annual capacity of 551,000 metric tons of urea and445,500 metric tons of DAP, revamped to 670,000 metric tons of DAP.
  • 10. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 10CURRENTToday, Fauji Fertilizer is the biggest fertilizer company in Pakistan with a 60% sharein urea manufacturing and urea marketing in Pakistan. It is a name synonymous withquality and excellence. It has production plants located in Rahimyar Khan in Punjaband Ghotki in Sindh. Its head office is located in Rawalpindi Cantonment. Itsproduction plants have a combined production capacity of almost 2 million Met/yearof urea and 1.15 million Met/year of ammonia. It shares are trading at Rs. 110.75 pershare in the Karachi Stock Exchange as of April, 2013. Fauji fertilizer has also beenthe recipient of many awards. For its exceptional safety standards it has won 15awards of honour from the National Safety Council, USA since 1982. It has also wonthe award for best corporate report from Institute of Chartered Accountants ofPakistan (ICAP) and Institute of Cost and Management Accountants of Pakistan(ICMAP) for 2010 and 2011.
  • 11. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 11VISION“In a nation of increasing population, we believe there is substantial opportunity ofgrowth for FFC in the years to come.FFCs vision is to play a leading role in the industrial and agricultural advancement ofthe country pursuing new growth opportunities offering the convenience of multipleproducts, brands and channels within and beyond the territorial limits of Pakistan, tothe benefit of our customers and our shareholders, elevating our image as a sociallyresponsible and ethical company that is watched and emulated as a model ofsuccess. ‘’MISSION“FFC is a market-focused, process-centred organization delivering successfulperformance through a strong focus on quality.Our mission is to stand above the competition and provide our customers withpremium quality fertilizer products in a safe, reliable, efficient and environmentallysound manner, deliver exceptional services and unparalleled customer support,produce predictable earnings for our shareholders, and provide a dynamic andchallenging environment for our employees.’’
  • 12. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 12PROJECT DESIGNTo collect data from the assigned company i.e. Fauji Fertilizer we used aquestionnaire. This was done because we felt that a questionnaire would provide uswith the information that we required to complete our project. Also a questionnaire isa practical and time effective method of collecting information. In this questionnairewe formulated questions that would provide us with a comprehensive body ofknowledge that would help us in obtaining a detailed picture of the qualitymanagement in effect at Fauji Fertilizer Company Limited. It was decided that eachgroup member would prepare separate sets of questions and before going for theinterview the best ones would be chosen for the final questionnaire.IMPLEMENTATIONWe wanted to ask the questions face to face with someone from the qualitydepartment but we were told that FFC has its quality control department at its plantsite in Rahimyar Khan. This was really disappointing for us because we knew thatwe would not be able to conduct a face to face interview. We had to change ourplan. We contacted a friend of ours who works in the Human Resource departmentat FFC head office in Rawalpindi. Through him we sent the questionnaire to theManager, Manufacturing and Operations in Rahimyar Khan. We had never intendedto have the questionnaire filled; rather we had prepared it for our own reference sothat during the interview if we forgot any question, we would consult it. But due tocircumstances beyond our control we had to have had it filled. We were also told thatthe Manager, Manufacturing and Operations at the plant sit would not attend ourphone calls because he was a very busy man. Anyway we altered the questions andhad the questionnaire filled. It did not provide us a complete picture but did give usenough information to complete our report. For some of the information like theIntegrated Management System we were told to consult the official website of FaujiFertilizer Company Limited and use the data available there.
  • 13. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 13THE REPORTThe objective of our report was to find out about the quality management systemsemployed by Fauji Fertilizer (FFCL). Based in Rawalpindi, FFCL is the largestchemical fertilizer producer of Pakistan. This report examines the managementsystems that are in place to maintain the quality standards of FFCL.INTEGRATED MANAGEMENT SYSTEMFFCL uses the Integrated Management System for the purpose of qualitymanagement. Integrated Management Systems International Standards like ISO9001, ISO 14001 and OHSAS 18001 have the common purpose of assistingorganizations for risk management, improved product quality, customer satisfactionand continual improvement. These standards provide a foundation for organizationsto achieve business excellence.Quality in all areas has been a hallmark of the FFCLright from the beginning andtheir product "SONA UREA" has already established its prestigious place in themarket.One major landmark for Fauji Fertilizer Company over the years is ManagementSystems Certifications for International Standards (Quality, Occupational Health &Safety and Environment) for its plant sites at Goth Machhi and Mirpur Mathelo.To bring Management Systems (Q, OH&S and E) in line with the internationallyrecognized Standards, FFCL achieved International Standards certifications for ISO9001:2008, ISO 14001:2004 and OHSAS 18001:2007.Quality Management System certification at FFCL plant in Goth Machhi was firstachieved in November 1997. This was an honour for FFCL because it became the1st Fertilizer Plant in Pakistan to achieve this certification.Good operating practices established by FFCL are consolidated in its IntegratedManagement Systems (Q, OH&S and E) and aligned with the requirements ofQuality, Occupational Health & Safety and Environmental Management SystemInternational Standards. The implementation of these standards is the mostimportant corporate strategy of FFCL.
  • 14. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 14QUALITY COUNCILThis is also where the Quality Council comes in. Its purpose is to watch the overallquality of the organization keep a close eye on every aspect of the organizationthrough a properly formulated quality policy. It consists of the senior managers andthe directors of the organization. They ensure that the company follows theguidelines and does not deviate from its quality principles.OUR VIEWS:In our view every company has to have an effective quality council soas to have its quality policy implemented. Therefore FFC has constituted a qualitycouncil consisting of the senior most members of the organization’s hierarchy. Thismeans that the top management will ensure the enforcement of the quality policywhich will be beneficial for the organization.CODE OF ETHICS AND STANDARDS OF CONDUCTIt is the policy of FFC to follow the highest business ethics and standards of conduct.All the employees are obligated to act responsibly i.e. to be honest, trustworthy,conscientious and dedicated to the highest standards of ethical business practice.The company’s reputation depends on the conduct of its employees therefore each
  • 15. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 15employee mustendeavour to act according to the highest ethical standards andabide by the rules and regulations.FFC enforces its Code of Business Ethics andStandards of Conduct at all levels fairly and without any prejudice or bias. All theemployees and directors of the organization are morally as well as legally bound tofollow these rules. The following are the core values that are followed by FFC:1. Honesty2. Excellence3. Compassion4. Consistency5. FairnessOUR VIEWS:In our view the company has developed an exemplary Code of Ethics.FFC has been following this code of ethics as well as these standards of conductwhich is proved by the various quality achievement awards that they have won overthe years. This is testament to good management skills and an excellent grasp ofTotal Quality Management.PROCESS IMPROVEMENTFFC seeks uncompromising integrity through each individual’s effort towards qualityproduct for their customers.. FFC also strives to achieve consistency in its productsi.e. not only achieving high quality but also maintaining it. This is a difficult task butFFC tries its best to consistently achieve the high standard that it has set for itself.Another component of their quality policy is fairness to employees, stakeholders,partners, suppliers and customers through adherence to merit and the applicablelaws. As an organization FFC is always improving so as to remain up to date with theever changing external and internal environment. Training programs andperformance evaluation systems are part of this continuous improvement process.Training is given to employees regarding the use of machines, handling of customercomplaints and dealing with suppliers. This is done so as to ensure the higheststandards of quality and to maintain the prestige of FFC.OUR VIEWS: Continuous Process Improvement is the cornerstone of Total QualityManagement. It means that the organization is constantly trying to improve and
  • 16. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 16increase its productivitywhile keeping its employees happy. The customers are giventhe best possible products and better production facilities and techniques aredeveloped. FFC also follows continuous process improvement and is always lookingto improve its production process by bringing innovation in the various techniquesemployed in the organization.CUSTOMERSThe business success of FFC is dependent on trusting relationships with theircustomers. Excellent products and services to their customers further strengthen thisrelationship. Most of FFC’s customers are concerned with the price of the product.This may be due to the perception that any product of FFC will certainly be highquality. Therefore customers are not bothered about it. But still the company tries tomaintain that high quality so as not to break the trust of its customers. Although FFCis the market leader in the fertilizer sector, it constantly tries to increase its marketshare. To do that it increases the quantity produced, lowers the price of its products,maintains very high quality, uses a proper supply chain system and brings into usean effective distribution network. In order to expand its market share, FFC tries toincrease sales. To do that it uses its marketing department which conceivesadvertising campaigns to increase awareness about FFC and its products. FFC also
  • 17. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 17maintains highest standards of quality so as to earn a place in the customers’ hearts.A high quality product will always be preferred by the customers because it givesincreased yield and that is the ultimate aim of every farmer.OUR VIEWS:FFC takes care of its customers. It always tries to develop the bestpossible products for its customers. It has a very effective distribution system thatmakes sure its products reach the market rapidly. But one thing that the FFCmanagement did not share was how they collected feedback from their customers. Inour view FFC should go to rural areas and take personal feedback from farmers.This would further enhance their relationship with their customers.EMPLOYEESFFC trains its managers to handle customer complaints and also to motivateemployees. This is done via business courses, marketing modules and leadershipseminars. Employee morale is also improved by various other methods. FFCencourages innovation from its workers and wants them to think outside the box.That is why they are rewarded for their creativity. This recognition and rewardsystem positively affects employee performance and motivates the thus increasingthe organization’s productivity and contributing to an overall happy environment. Therewards and recognition are given for the performance of an employee during a
  • 18. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 18quarter i.e. 3 months. Another method that improves employee morale and keepsthem happy is taking their input in the decision making process. Every majordecision that the organization makes is taken after consultation with its employees.This gives the employees a sense of ownership as well as responsibility whichmakes them feel like a pivotal part of the organization. This not only improvesmorale, it also boosts productivity leading the organization to post higher revenuesand therefore higher profits. Most importantly, FFC believes in open communicationamong its employees and between the top management and the lower levelemployees. The employees know everything that goes on in the company. Thisprevents grapevine and gossip from developing which in turn creates a stableenvironment in the organization.OUR VIEWS:TQM gives us eight basic concepts to achieve a motivated workforceand FFC employs at least five of those concepts i.e. establish a positive attitude,share the goals, develop interesting work, communicate effectively and celebratesuccess. With the implementation of these concepts, FFC has achieved a motivatedworkforce which works for the betterment of the company without being constantlyprompted by the supervisors.SUPPLIERSFFC believes in communicating openly with the company’s suppliers. The companymakes sure that it conveys its requirements to its suppliers so that the material thatthey get is in accordance with their needs and is of the quality that they desire. Thisalso helps the suppliers because they know what to deliver to the company. Thissaves them time and money as well as the embarrassment of having their goodsrejected.Regarding selection and certification of suppliers, FFC has a strictprocedure. This process has four stages. In the first stage the potential supplier’sproducts are carefully examined. It is made sure that they are in accordance with thequality standards of FFC. In the second stage the supplier’s service quality isgauged. Only the suppliers with the best service quality are chosen. In the thirdstage the past record of the suppliers is verified. Suppliers with the experience ofdelivering goods to large organizations are preferred. In the final stage the price isdecided. The supplier which has passed the previous three stages now has to havea reasonable price to be selected. All these factors are investigated thoroughly and
  • 19. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 19the company makes sure that the supplier will be able to meet the high quality thatpeople expect of FFC.OUR VIEWS: We think that FFC follows the correct procedure when selecting itssuppliers because in their four stage process they look at all aspects of the supplierand its products. This means that suppliers are selected on merit and everyone isgiven an equal opportunity to become FFC’s supplier. This also ensures that only thebest suppliers are associated with FFC and the highest quality standards are met.BENCHMARKINGBeing the market leader, FFC does not follow any other company’s benchmarks. Onthe contrary, almost all other fertilizer companies benchmark FFC. That is becausenot only is FFC the market leader but it also has some excellent policies pertaining toquality management. This motivates other companies to follow FFC in a bid to belike FFC. Although not benchmarking other companies, FFC does look at its biggestcompetitor i.e. Engro Fertilizer. This is done because Engro has increased its marketshare rapidly and FFC does not want it to take over its position as the market leader.FFC looks at the policies of Engro and ensures that its policies are always betterthan Engro’s policies. If Engro introduces a low price fertilizer, FFC will also launch a
  • 20. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 20low price fertilizer. Similarly Engro always tries to get the better of FFC due to itsposition as the market leader in the fertilizer sector.OUR VIEWS:Benchmarking is an important facet of quality management. On theface of it FFC looks like it is overconfident and is relying on its position as marketleader to achieve success. Its lack of benchmarking shows signs of corporatearrogance. FFC is advised to use benchmarking. If it is the market leader it shouldbenchmark itself against other international companies. Fertilizer sector is strong inagrarian economies in such as India. Therefore FFC is advised to benchmark itselfagainst a fertilizer company which is bigger than itself.
  • 21. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 21SWOT ANALYSISStrengths1. The market leader in the fertilizer sector.2. Enjoys a very good reputation among the general public as well as thecorporate sector.3. High quality products.4. Friendly atmosphere in the organization which leads to motivated employeesand higher productivity.Weaknesses1. Armed forces management. The ex-army officers lack business acumen andcould be found wanting if Engro launches a hostile marketing offensive.2. Lack of marketing. FFC products are rarely seen on satellite TV channels.Opportunities1. Further increase their production capacity.2. Introduce even better quality products.3. Expand into neighboring countries like Afghanistan and Iran.4. In the absence of little competition, FFC can further increase its market share.
  • 22. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 22Threats1. Engro Fertilizer is the biggest threat to Fauji Fertilizer due to its rapidlyincreasing market share and sound financial backing.2. Adverse agricultural policies by the government could also affect FFC.OBSTACLESAccording to FFC, they do not face any obstacles implementing their quality policiesand that their policies are always implemented. Minor problems do occur buteverything is always under control and does not cause any obstacle in theachievement of their targets, both in terms of productivity as well as quality.OUR VIEWS: We think that every organization faces obstacles in the achievement ofquality and that FFC was trying to portray an aura of perfection. This would either bebecause they were being secretive or the really were very confident in theirorganizational abilities.LONG TERM PLANFFC formulates its strategic plan in the light of the company philosophy. The visionand mission of FFC are the guiding principles when the company decides its annualobjectives and its long term corporate strategy. FFC continuously strives to improveits products and in the process increase its market share further. Rather than sittingback and relaxing, FFC is looking to further consolidate its position as the biggestfertilizer company in Pakistan.OUR VIEWS:The long term plan of FFC is very encouraging and speaks volumesabout the company’s confidence in its bright future. The company wants toconsolidate its position as the market leader and wants to expand its market share inthe country’s fertilizer sector.
  • 23. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 23RECOMMENDATIONSWe recommend that FFC should continue to follow these quality principles. Theseprinciples have served it well. They have made FFC the company that it is today. It isrecommended that FFC should use its position as a market leader in the fertilizersector and expand its operations in other countries as well. Neighbouring countrieslike Afghanistan and Iran are ideal for this type of expansion. FFC is also advised tomaintain its high quality because in a situation like this it is very easy for a companyto get complacent and start neglecting the quality of its products. The company isalso advised to start working hard because Engro is gaining market share quicklyand if FFC does not do something about it then very soon FFC will have to relinquishits status as the market leader.
  • 24. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 24CONCLUSIONFauji Fertilizer Company Limited is a chemical fertilizer company. It is the largestfertilizer company in Pakistan. We looked at the quality practices of Fauji FertilizerCompany Limited. FFC employs the best quality practices at its production plants aswell as in the entire organization. Its production plants are located in Rahimyar Khanand Ghotki while its head office is in Rawalpindi. Overall FFC is in a strong positionboth financially as well as in terms of quality practices. They just need to continuethese practices so that they not only retain their position as the market leaders butbuild upon it and further expand their market share.
  • 25. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 25REFERENCESData Sources:1. Introduction to FFC….http://www.ffc.com.pk/2. Integrated Management Systems….http://www.ffc.com.pk/ims.aspx3. Vision and Mission…..http://www.ffc.com.pk/vision-statement.aspxImage Sources:1. Integrated Management system……http://www.afoes.ae/aha/wp-content/uploads/2010/12/IMS.jpg2. SWOTAnalysis......http://st.depositphotos.com/1743352/1271/i/950/depositphotos_12712164-SWOT-Analysis-Diagram.jpg3. Engro Fertilizer…..http://engro.pakissan.com/images/top2.jpg
  • 26. TOTAL QUALITY MANAGEMENT MBA 3-BPage | 26APPENDIXThe QuestionnaireQ1. What is the code of ethics for your organization?Q2. Do you have a quality council?Q3. What is the composition of the Quality Council? What are its functions?Q4. What is your company’s philosophy?Q5. What do you think is the main concern of your customers, price of the product orquality of service?Q6. What is the best way for your company to increase its market share?Q7. How do you train your frontline managers to handle complaints from customers?Q8. What are the ways you use to boost the morale of your employees?Q9. Do recognition and reward affect the motivation of employees?Q10. What are the various techniques you use to initiate and sustain processimprovement?Q11. How do you select your suppliers?Q12. How do you formulate your strategic plan and annual objectives?Q13. How do you use the service department to encourage future sales?Q14. Do you utilize 6-sigma strategies in your organization?Q15. How do you use benchmarking in your organization?