TOTAL QUALITY

MANAGEMENT
SUBMITTED TO:
PROF.SAJID JAVED AKBAR

SUBMITTED BY:
Syed Haider Ali
Jazib Ali
Asim William George
Usama Majeed
Badar Jamil
Adil

950
958
964
975
981
98

SECTION:

AFTERNOON (F)

HAILEY COLLEGE OF COMMERCE

UNIVERSITY OF THE PUNJAB

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ACKNOWLEDGEMENT
With humblest and sincerest words, I thank Almighty Allah, the
compassionate and merciful who bestowed upon us the potential and
ability to contribute a drop of material in the existing ocean of
knowledge.
I invoke peace for Holy Prophet Muhammad (pbuh) who is
forever a torch of guidance and knowledge for humanity as a whole.
I am highly indebted to our respected teacher and research
supervisor Sir Sajid Javed Akbar for his valuable guidance,
encouragement, cooperation and discussion. His untiring attitude
towards work has given me the enthusiasm to follow this approach
towards life. I honestly believe that our first ever-academic work
would have been fallen well short of required standard if his able
guidance were not forth coming.
I am really grateful to Nazir Aman Sidhu President of the Pearl
Continental Hotel Employees Union, Lahore who permitted us to
understand this important work.
No expression; verbal or oral, can be a conclusive interpreter of
feeling. Now I am trying to acknowledge a tremendous debt of
feelings for my respectable teacher and friends, I have a sense of
dissatisfaction. But it is heartening to believe that sincerity has its
own ways of assurance.
I owe debt of thanks to my research fellows; Miss Tahira, Miss
Ghazala, Miss Tehmina, Miss Farina, Miss Mehwish, Miss Mehwish,
Miss Lubna for their cooperation and excellent teamwork.
And of course, I am most indebted to my parents without their
support, encouragement and due their work would have never been
possible.
May God Bless Them All.
Urooj Sara Khan
(Group Leader)

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PEARL
CONTINENTAL
HOTEL

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CONTENTS

Purpose of research proposal

Introduction
Facilities
Quality evaluation
Competitors
Customers feedback
Profile of the hotel
Mission statement
Problem statement
Research design
Data collection methods
Quality assurance
Leadership
Information & analysis
Strategic quality planning
Human research development &
management
Management of process quality
Quality& operational results
Customer focus & satisfaction
Suggestions

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PURPOSE OF RESEARCH
PROPOSAL
Conducting a research project successfully is a giant
step towards becoming more effective as a manager;
It helps in developing sensitivity and ability to identify
important variables in a particular situation.
It develops ability to same problems that may be surfacing
from time to time in business environment.
It enables to gather information quickly by asking
appropriate questions from right sources in an unbiased
manner.
Location and extraction of relevant information from
published sources if possible.
Ability to clearly conceptualize the logical relationships
among variables in any given situation is enhanced.
It helps in knowing which aspects of a study could be
advantageously applied to a problem encountered in your
own work situation.
It helps us in becoming more discriminating sophisticated
consumer of research.

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INTRODUCTION
HOTEL DESCRIPTION & LOCATION:
The Pearl Continental Hotel Lahore is located on Shahrah-e-Quaid-eAzam (The Mall), opposite Governor House, 7 km from the Lahore
International Airport, 6 km from the Main Railway Station and 1.5
km from the main City Business Centre.
The Business Centre within the hotel comprises of the most modern
equipment for all your secretarial needs and boardroom facilities.
Pearl-Continental Hotel provides a professionally run Fitness Club.
Separate arrangements for ladies and gentleman are available.
The guests have access to all kinds of services and facilities so as to
make their stay, not only comfortable, but also a memorable one.

GUESTROOM:
The Pearl Continental Lahore is a 5
Star Deluxe hotel centrally located
in the heart of Lahore. The Hotel is
5 minutes drive away from the
central city and 25 minutes away
from Allama Iqbal International
Airport. Main attraction for visitors
to Lahore are Lahore Fort, Mughlai
Badshahi Mosque, Mughlai
Shalimar Gardens, Polo Club,
Gymkhana Golf Course, Alhamra
Arts Council, Lahore Museum, Quaid-e-Azam Library and Race
Course Park which are within 10 km radius of the Hotel.
The Hotel has 485 exclusively appointed bedrooms, which includes
193 Standard rooms, 238 Atrium Deluxe rooms and 49 Luxurious
Suites providing various levels of guest comfort.

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All bedrooms of the hotel feature with electronic key system, safe
deposit boxes, International direct dialing, Data port, Satellite TV
Channels and Minibar. To ensure the guest safety and security, all
bedrooms are equipped with smoke detectors and water sprinklers.
For high-level security of the valued guests, the hotel is equipped with
closed circuit TV system and our elaborate scanning system for hotel
guests/visitors and their belongings. This equipment is state-of-theart and manned round the clock by well-trained professionals.

DINING:
For the finest cuisine in the city,
dine in any of the restaurants
available at the hotel. They offer
a variety of cuisine ranging from
unique Pakistani delicacies to
sumptuous Chinese and
Continental dishes.
BUKHARA RESTAURANT:
The Hotel's Terrace restaurant is
a speciality restaurant renowned
for its fine barbecue delicacies and ethnic atmosphere. For both
indoor and outdoor dining, with live music. Seating capacity 150
seats. Open from 7:30 to
11:00 PM.
MARCO POLO CAFE: The Hotel's Show Place. Is recommended
for superb renditions of Pakistani and Continental dishes. This
elegant yet informal restaurant is open round the clock and serves 3
buffets a day: Breakfast, Lunch, & Dinner. Aside from the buffet
spread, "a la carte" meals are also available. It has a seating capacity
of 160 seats.
NADIA TEA LOUNGE: The Hotel's Living Room. Commands a
tremendous view of the lobby serving Continental breakfast, Hi tea
menu and Coffee throughout the day or evening in a most congenial
setting. Seating capacity 22 seats. Open from 8 AM to
11 PM.
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THE CLUB: The Hotel's Business Corner.

An exclusive dining facility in the Business
Centre. It provides privacy, recognition in a
private Club ambience. Trolley Service: For
Breakfast, Lunch, and Dinner & Snacks
with a "Menu Du Jour". Seating capacity 38
seats Open for Club Members Only.
TAIPAN: The Hotel's Noble Venue.
Taipan is the place to sample dim sum
delicacies and regional Chinese dishes
served in elegant surroundings. It is open for buffet lunch, and serves
a la carte dinner every night. Seating capacity 88 seats.

FACILITIES
HEALTH CLUB
Pearl-Continental Hotel provides a professionally run Fitness Club. A
new state-of-the-art Health Club has been added with two different
sections: one for gents and the other for ladies. For a refreshing start
to the day or recouping of energy in the evening enjoy great
experience of the Health Club which gives
you access to:
-Sauna
-Reflexology
-Steam Therapy
-Hydrotherapy
-Lap Pool
-Swedish / Thai Massage
-Aroma Therapy
-Tennis Court
-Swimming Pool Well-equipped gymnasium

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CONFERENCE & BANQUET

When you plan an event at Pearl
Continental Hotel Lahore, count on more
than simply a place to gather. Count on
the ultimate in service, organization and
convenience. We provide everything you
could expect from a Five Star deluxe hotel
including Certified Meeting Professionals
to work within your budget, and a range
of rate plans for groups of any size. We
have over 55,000 square feet of meeting space. The Crystal Ballroom,
which accommodates up to 1000 People, to our Board Room
featuring seating for 20. Our in-house audiovisual services and our
experienced Banquet Staff support your event's success.
HOTEL FACILITIES & SERVICES The guests have access to all
kinds of services and facilities to make their stay not only comfortable
but also a memorable one.
The Pearl Continental Hotel, Lahore is not simply all that. It has every
intention of offering its guests services and facilities that they expect
of genuine Five Star hotels, services that have not yet been made
available on this scale before in Pakistan.
Besides these following services and facilities are available to our
guests:

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Laundry/Dry Cleaning

Parking
Airline Offices
Bookstore
24 Hour Room Service

Jewellery & Gem Shops

Baby Sitting
In-House Doctor
Business Centre
Authorized Money Changers

Car Rental
Travel Desk
Florist

Pharmacy

QUALITY EVALUATION
One of the most innovative hotels of Pakistan, where art and
originality elegantly combine to offer you some rare spectacles.
Located in a busy district, the sparkling facade and chic environment
will fill you with wonder.
Imagine an experience created to meet your every desire, where you
are much more than a name on register - where service is not just a
word - it is a way of being. The style surrounds you and makes you
feel sophisticated. You can actually feel the vibes of glamour, movie
stars and intellectuals that give Lahore a vibrant history.

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COMPETITORS
COMPETITORS IN LAHORE:

Avari Hotel and Towers

Country Club Hotel
Leaders Inn Hotel
Sunf

COMPETITORS IN ISLAMABAD:

Serena Hotel
Marriott Hotel
Hotel Margala
Hotel Crown Plaza

Hotel Margala

COMPETITORS IN KARACHI:

Sheraton Hotel and Towers

Avari Hotel and Towers
Marriott Hotel
Carlton Hotel
Mehran Hotel

CUSTOMERS FEEDBACK
We believe that customers opinion and advice is the key to keep
up the excellent quality, which will satisfy the requirements of our
valued customers.

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QUALITY ASSURANCE

There is no compromise on quality, PEARL

CONTINENTAL HOTEL

PROFILE OF THE HOTEL

Address:
Shahrah-e-Quaid-e-Azam
Lahore, Pakistan
The Pearl Continental Hotel Lahore is located on Shahrah-e-Quaid-eAzam (The Mall), opposite Governor House, 7 km from the Lahore
International Airport, 6 km from the Main Railway Station and 1.5
km from the main City Business Centre.

Website:
www.pchotels.com.pk

Head Office:
Address: Pakistan Engineering Council Building, Attaturk Avenue
East, G-5/2, B/Area, Islamabad.
Landmark: Attaturk Avenue, Blue Area, G-5/2,Pakistan
Engineering Council, Pearl Continental
City: Islamabad

Branch Office:
Address: The Mall Road, Rawalpindi
Landmark: Mall Road, Pearl Continental
City: Islamabad
Address: Shahrah-e-Quaid-e-Azam, Lahore
Landmark: Pearl Continental, Shahrah-e-Quaid-e-Azam
City: Lahore
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 Address: Pearl-Continental Hotel, Club Road, Karachi

Landmark: Club Road, Pearl Continental Hotel, PIDC
Chowrangi, Sheraton Hotel
City: Karachi

MISSION STATEMENT
Pearl Continental Hotel Lahore possesses a
legacy that makes you realize that there is no
place like this - yet your experience is essentially
and uniquely yours.
This is what we offer you.

PROBLEM DEFINITION
A problem could simply indicate an
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Interest in an issue where finding the

Right answer might help to improve
An existing situation.
Problem definition should pertain to:
Finding solution for a
business problem

Scope for improvement

Conceptual clarity for better

theory building
Answer a research
question empirically

PROBLEM STATEMENT OF
HOTEL
The PEARL CONTINENTAL HOTEL wants to carry on the
quality level as before but they are facing some problems
related to leadership, not only in one but also in the overall
hotel so they have to look forward for some solutions.

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HOW TO BE GOOD LEADERS

RESEARCH DESIGN
A research design is the game plan
Or blue print and specification for
Conducting research investigation.

It is the systematic plan that guides data collection

and analysis:
RESEARCH DESIGN

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What type of data collected?

Data collection procedure

Data collection methods

Completion of
research design

Interpretation & analysis

DATA COLLECTION METHODS

Now, here is the given problem it is hypothesizes that the
LEADERSHIP PROBLEM IS ARISING IN ALL THE
DEPARTMENTS
Here the research design should be helpful because a
researcher can be formulated or developed different
strategies that how to collect data, how to implement
strategies and what type of study is needed it.
For the given problem we apply research design in such a
way:

DATA COLLECTED
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Questionnaires

Surveys
Interviews

QUALITY ASSURANCE
During the data collection process asking questions from the
management the following information is obtained.
Leadership
Information & analysis
Strategic quality planning
Human resource development
and management
Management of process quality
Quality and operational results
Customer focus & satisfaction

LEADERSHIP
Management is committed for quality.
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 Every day a meeting of one to two hours takes place; in

which top management and head of all departments
discuss the quality level and overall performance through
a customer feed back.
Decision-making is centralized in PC. Top Management
makes all decisions.
They are emphasizing on Quality instead of Total Quality
Management.
They dont have any quality certification but they are
benchmarking Marriott Hotel.
Top Management deals Quality as a Function.
Top management communicates with the head of
departments not with operational staff.
They have built an executive committee but with narrow
quality vision.
They are socially responsible. They have developed two
foundations.
Hope foundation
Umeed-e-Noor foundation
They properly dispose off their waste. They have specific
vendors, who take all the waste and dispose it properly.
They regularly participate in clean environment walk and
power plant.

INFORMATION AND ANALYSIS:

The basic source of information is customer feedback.

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 They get feedback through comment cards filled by their

guests.
They are extensively using comment cards. E.g. room,
check out, laundry, pastry shop and F&B Comment Cards.
They place a feedback form at each room which customer
fill and at the time of departure drop this feedback form
into feedback box.
This feedback form is most important for hotel because it
coves all aspect of hotel like room facilities, catering
services, room services etc.
These comment card and feedback form give reasonable
information to hotel about the customer stay at PC.
On the basis of this feedback graphs and charts are
prepare in statistical reports and problems are identified
on daily basis.
They also conduct informal interviews from guest while
giving certain services like breakfast and try to ensure
customer satisfaction.
They check the behavior and way to deliver the services of
their employees through mystery shopper. It just likes an
internal audit.
Objective questions of comment cards are distributed
between five different ratings from excellent to very bad.
They are currently benchmarking Marriott International
hotel for some extent and they are also adopting some
standard of HIVS for socially responsible.

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STRATEGIC QUALITY PLANNING

They dont have any planes specifically for quality.
They have no quality circle and quality team in
organization. They have recently hired their quality
manager.
They main focus is on the quality through improving the
productivity, solving the problems, customer focus and
through their employees.
To improve quality and productivity, they made 10 quality
standards and these standards distributed among all the
employees so that they properly aware of them.
These 10 standards are as follow:
a. Care
i. Is being accepted and loved, Comes from heart
ii. Two way street as you get commended by guest by
management
b. Loyalty
i. Main characteristic of character
ii. Offer better service if loyal to product
iii. Loyalty sooner or later is always rewarded
c. Enthusiasm
i. Makes the guests feel welcome
ii. Dominates the problems and issues
iii. Calms the guests and give hope for solution
d. Patience

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i. Extremely important to listen patiently

ii. Makes the guests feel good
iii. Makes us understand the concerns and needs
e. Friendliness
i. Makes the guests at home away from home
f. Positive attitude
i. Simply avoiding saying no
ii. Basis of friendliness, enthusiasm, patience and
willingness to go extra mile
g. Communication
i. Extremely important for doing things right
ii. Be good listeners and understand basics concerns
come up with the solution

h. Taking responsibility
i. Grow and go up the ladder faster
ii. Being highlighted as potential supervisor
i. Flexibility
i. Can not be stiffed
ii. To make guest happy
iii. Adjustments in rates and adding value to the stay
j. Extra mile
i. Offering surprising service
ii. Offering unbelievable service
iii. Make customer loyal
iv. Makes guests return customers
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HUMAN RESOURCES DEVELOPMENT

& MANAGEMENT:
HR performing the following functions:
1. Planning, organizing, leading, controlling, recruitment,
discipline, praises procedures and compensations.
Employees are involved in decision making in certain
level. Top management make polices and procedure and
employee are free to make decision within defined
parameters/policies.
They have brainstorming sessions in each meeting, in
which they take suggestions from employees.
They take suggestions from employee and then discuss
them in their general meeting held in every morning.
Mostly recruitment is done through internal hiring.
They have three kind of hiring
2. Contract base
3. Permanent
4. Daily wages
Basic orientation and training is done for new employee.
They go for in-house and out-side training both. For
executive level trainings they outsource the services of
countries like Dubai
Their employees have been categorized into three
categories.
5. Managers
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6. Supervisors
7. General and lower employees
Managers training involves:
8. Essential skills for management
9. Foundation of leadership
10.

Hospitality responding to customer

11.

Counseling skills

12.

As other see us (Role model)

13.

Building a hospitality orientation

14.

Progressive discipline

15.

Effective meeting & training

16.

Goal setting

17.

Managing conflicts

18.

Memory skills

19.

Time management

20.

Stress management

21.

Problem solving

22.

Empowerment

23.

Presentation skills

24.

Behavior patterns

Supervisors training involves:

25.

Introduction to supervisory skills

26.

Quality certified training

27.

New hired training and certification

28.

Discipline and documentation

29.

Train the trainer

30.

Conducting effective briefing

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31.

Inducting new associates

32.

Associate motivation

33.

Counsel skills

34.

Conflict management

35.

Team building

General and lower employees training involves:

36.

Hospitality standards

37.

Service excellence skills

38.

Guest first 10 minutes experiences

39.

Guest response and effective complaint handling

40.

Our basics of wining guest loyalty

41.

Speaking of safety

42.

Business etiquettes

43.

Communicating with guests

44.

Telephone etiquettes

45.

General interpersonal communication skills

46.

Better English speaking skills

47.

Fire fighting and bomb handling and threat calls

48.

First aid

They have an Instant recognition program, which

includes giving reward tickets by appreciating an
employees performance right on the sport. Performance
appraisal is totally based upon on the feedback
Various employee appraisal programs are held like.
49.

Employee of the month award

50.

Supervisor of the month

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51.

Ticket book point system

52.

High revenue achievement award

53.

Cash awards

54.

Honesty awards

Empowerment of employee is very low. They give

empowerment to employee in some areas.
Level of motivation is very low.
Employees productivity is audited only through heavy
inspections

MANAGEMENT OF PROCESS QUALITY:

Each head of the department is responsible for the
performance of the employee working under him.
The main focus of Hotel is on customer feedback for
improvement.
Comparing current results with previous performance
assesses output of the process.
They have specific suppliers in some areas and they have
long-term relationship with suppliers. They are not giving
training to their supplier.
They check quality at each level. For catering, it is
properly inspected and certain tests are performed to
check its quality and to ensure that it is free from
bacterias. Similarly room service is check by room
supervisor to ensure quality.

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 Guest relationship manager, front officers or GM himself

come up observe the service process whenever there is
some loyal or very important person coming in as a guest.
Managers are motivated to pick the luggage of the
customer if no employee available on the duty.
They respond immediately on customer call.
They are not measuring process time. In case of any
problem or complain from customer they check in which
areas improvement need.
They also check the behavior of the shopkeepers with
customer.

QUALITY & OPERATIONAL RESULTS

They make sure the quality of product & services through
different ways but mostly through customer feedback.
To them they have come up with every possible method
and tools to assess the quality of their operations and to
improve results. Their optimal resource of judging their
operational

results

is

through

external

customer

feedbacks.
They have permanent supplier for their supplies but they
also prefer to have their supplies from those who is giving
premium value and these decisions are also made at head
office.
The competitive edge of the hotel is their name, which is
famous due to providing good and quality service.

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 They do not go for quality awards.

CUSTOMER FOCUS & SATISFACTION:

Their customer retention rate is 90%.
They are reactive rather than proactive.
They respond quickly to customer complaints.
They maintain database of the customer. For this purpose
they use oracle software in which they maintain the
complete date of their local customers like date of birth,
their like and dislikes etc.
Customer data is updated timely basis and this data is
distributed among all departments in which customer
interacts.
Customer satisfaction is determined by feedback on daily
basis.
Future prospects and innovative ideas regarding customer
satisfaction are kept in consideration on daily meetings
and business plains.
To gain customer satisfaction, market analysis and
customer services are taken after certain time span.
Their target market consists of business class, foreign
passengers, government and private employee and PIA &
other airline passengers.

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SUGGESTIONS
The top management should emphasis on the philosophy of TQM,
continuous improvement or quality improvement.
They define their quality standards effectively and communicate
these standards with employee. So that they adopt and follow the
standards and act upon them.
The main focus of hotel should remain on their customer because
they are the main source from where they earn profit. They
determine the requirement of their customers and try to fulfill them
effectively.
They should work closely with few suppliers instead of many
suppliers and build strong relationship with them and properly
ensure that they providers quality inputs that meets the need of their
customers.

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 Instead of focusing on centralized decision making they should work

on the philosophy of open organization in which employees are
empower and increase their involvement in decision making, design
and planning.
They should work on zero defect rates. A system in place to spot
defects as they occur rather than through inspection and rework.
They should reduce waste and cycle time in all areas through crossdepartmental process analysis.
They should constantly measure their performance and properly
analyze it.
The planning and strategies of hotel should base on improving
quality instead of productivity.

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