UOG CANTEENS

Introduction:

We are students of MBA ( 4th semester ) in University Of Gujrat and we have been given a
project of Total Quality Management by our respected teacher Mam Ramiza Ahmed the details
of the project is as follows:

Project Title:

Benchmarking

We have to analyze any sector, department of our university and benchmark same sector or
department of other university and compare both the universities. Under this project we have
selected canteen of our university for analysis of current situation and reviewing problems being
faced by this sector.

UNIVERSITY OF GUJRAT

The University of Gujrat is one of the new major public sector universities in Punjab. The
university was established under Act IX of 2004 by Government of Punjab, Pakistan on February
23, 2004 to cater for the higher education needs of the population of Central Punjab which
includes districts of Gujrat, Sialkot and Gujranwala in addition to city of Wazirabad.

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These districts are popularly known as the Export Triangle of Pakistan due to various
manufacturing industries operating in the area. Sir Syed Ahmad Khan (18171898) founder of
Aligarh Muslim University had named the region around Gujrat as "Khita-e-Younan", or
"territory resembling ancient Greece", in reference to the high number of educational institutes
present in the area in the 19th century.

The University is promoting research and development culture in the area. A large number of
students from Bhimber Azad Kashmir also study in the university. The creation of the University
of Gujrat was the brainchild of Chaudhry Pervaiz Elahi, who was chief minister of Punjab from
2002 to 2007. Prof. Dr. Muhammad Nizamuddin is the Vice Chancellor of University of Gujrat.

Current Situation of UOG Canteens:

Currently following three canteens are serving in UOG:

A block canteen
Admin Canteen
Science block Canteen

History:

The contract of canteen is just only for two years, after every two year ownership changes,
academic block canteen established in 2006 and currently it is being run by its 4th owner, then
administration canteen was established in 2007 and in the same year both hostels girls and
boys canteens were established, and P block canteen is established in 2009 and it is being
renovated in 2011 again and in 2011 academic block canteen, P block canteen, Admin
canteen are serving for day scholars.

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A Block Canteen:

A block canteen is located at the back side of A block:

This canteen provides food items such as biryani, samosa, chips burgers, milk shakes, cold
drinks etc. Self service is used in this canteen; students go to the respective stalls in the canteen
for desired food items. This canteen is nearer to the academic blocks and has easy access and
saves times of students.

Admin canteen:

This canteen is located at back side of Administration block. It is more spacious then A block
Canteen and provides Golgappas, Salads, drinks, burgers, Tea, samosas, Biryanni etc. This
canteen has capacity to manage majority of students due to its wide area and students move there
due to the variety of food items then other canteens, and also due to separate space for girls.
There are 2 waiters working in this canteen.

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Science Block Canteen:

This canteen is renovated some months ago and provides same food items as discussed above.
This canteen is located behind P block thats why it also has easy access to the students and this
canteen is less spacious then Administration canteen but it has more capacity than A block
Canteens.

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Problems:

Following problems are observed during surveys as well as personal observations:

Location:

Our canteens are located in such areas where sunlight directly falls and source of heat for
students which are very pleasant for our students in winter but a major problem in summer
season which becomes unbearable for student during eating.

Improper Fans and Air coolers:

In our canteens there are no fans available and in administration canteen there is only one air
cooler available for such a number of students which often remain off, which also creates
problem in summer season.

Open Areas:

Administration canteen and science block canteen are not covered which causes dust in food
items which is very much dangerous for health of students.

Congested space:

Our canteens cover very congested areas where students finds very difficult to sit and enjoy
their meals easily. It also create problems for girls because they feel un comfortable in that
environment.

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No Quality Assurance:

In our canteens there is no quality check department of our food, quality food is need of students
which results in setting food as well as beneficial for students health. Student spend more then
half day in university so its necessary that proper nutrition provide to the student.

No Proper cooking:

The major problems which we have observed is the cooking system of foods which is being
served to our students, there are some pictures taken by us during cooking of food which will be
eaten by us. The pictures clearly shown that there is no proper clean way of cooking. The area
where they are cooking is open and dirty. The dust destroys the proper nutrition of food. This
way of cooking causes diseases or harm full for health.

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Water conditions:
The water provided by our canteen during lunch or breakfast is not pure, it is taken in
dirty jugs and dirty coolers, water conditions are shown below in this picture.

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No Cleaning:
Other then food items, there are garbage all over the canteen area; no proper cleaning
arrangements are maintained. Even the sitting area in canteen for students is not clean.

No Services after food:

Often when we go to canteen there are already tables filled with food in spite of no students
sitting on chairs. No proper after food services are given to students such as picking up the
utensils after finishing foods for clean table for next coming students.

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No Feedback:

There is no proper feedback taken from students after finishing food. Feedback results in
improving quality so it is necessary for contractors to take feedback from students to improve
quality.

No Separate counter for boys and girls:

To give order for food and to pay for food our canteens dont have separates lines for boys and
girls which creates problem especially for girls to give their order.

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Hierarchy:

Vice Chancellor (Sir Nizamuddin)

Sir Akhter Warraich (deputy director)

Sir Usman Sir Shameem Purchase

Committee Shah
(10 - 15)
(Tender (Deputy
provider Treasurer)
members)

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First of all a tender is published in newspaper by Sir Usman upon need a canteen owner which
form has to be submitted in a specific time period ,after tender published the process of biding
takes place, higher the bid for 1 year to 2 year higher will be the chances to get the tender. After
due date the purchase committee conducts the meeting which consist of 10-15 members will
open the tender and tender opening is chaired by Deputy treasurer Sir Shameem Shah, the
minutes of the meeting are sent to Vice Chancellor file and letter of approval is sent to VC as
well as the tender winner which is then said to be contractor then the space is allocated and got
the permission to open the canteen in UOG premises.

FLOW CHART

Opening canteen in
UOG

Tender published in news

paper

Form submitted for

bidding

Meeting conduct for

opening tender

Minutes and approval

send to V.C
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Letter of
approval sent to
winner

Canteen opened in
UOG

Process to be benchmarked:

As we all know we, student of University of Gujrat, spend almost 10 hours (almost half day) of
our one day in campus, during this 10hours, our lunch time and sometimes even our breakfast
time also passes in campus. A good canteen is an essential element of a productive work
environment. A balanced diet plays an important role in improving students health, and boosts
worker productivity. Proper canteens provide an opportunity to reduce these productivity losses.
so providing healthy and nutritious food to students comes under the obligation of university, but
according to our observations something is lacking in fulfilling this obligation, Fresh and healthy
food is compulsory for student to sharpen their memory and for their health because good health
and good sense are two of life greatest blessing. So in our point of view, Canteens of any
educational institute should be analyzed properly.

Keeping these points in mind we selected canteens of our university for this project, because
benchmarking process will accurately gives flaws as well as gaps between our university canteen
and benchmarked canteen and will help us in improving quality of our canteens.

Objectives of UOG Canteen Management:

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Management of UOG canteens runs these canteens by keeping following objectives in their
minds:

Establish the required profit margin and appropriate control

Implement the canteen policy and initiate annual review of this policy.
Plan, organize, control and evaluate the needs of the canteen.
May employ and dismiss staff according to rules and regulations.
Provide job descriptions, work agreements and performance reviews for paid staff.
Ensure a healthy and safe work environment.
Support, encourage and acknowledge the efforts of paid and voluntary staff.
Foster support for the canteen from the university management.
Make decisions on the items to be sold in the canteen and approve the sale prices of new
items.
Establish the required profit margin and appropriate control.
Produce a canteen menu and price list.
Monitor, and if required, upgrade the condition of the canteens facilities and major
equipment.

Areas Need To Be Improved:

According to our observation and analysis following are some processes of our canteen system
that should be improved:

Introduction of Quality Assurance committee :

As mentioned in problems ,UOG canteens Process, there is no any quality assurance staff of
management which ensure that the food items provided to students and faculty have some quality
or not .so there is need to introduce and to give authority to form a committee or department
which ensure quality of food.

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After food Dishwashing system:

Ensure that the canteen, dishes, and silverware are all cleaned hygienically, after food washing
system of UOG canteen is very much rough, many dishes often washed in same tub and water
again and again. So there is need to introduce proper dishwashers in UOG canteens.

System of Tender givers:

The tender of canteen is given to those people who fill tender form at high payment value, only
payment value should not be considered in hiring of person who will have authority to provide
food to students, during our analysis we observed majority of our canteen owners are illiterate
and no have ethical values at all. So while giving tenders to person his education level as well as
his career background should also be taken into considerations.

Investment needed for physical environment:

Food environment of UOG canteens also need investment in entertainment (such as LCD) as
well as other electronic appliances (Fans, Air coolers etc)as well as for furniture.

Hand washers:

In any one canteen of UOG no hand washers are available; there should be at least one
washbasin at every canteen to wash hands before and after food.

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Cooking system:

During our analysis as we mentioned in problems with pictures that cooking system of UOG
canteens is also not up to date.

Permanent Supplier:

Canteen owners have permanent suppliers they dont want to change supplier due to their
own terms with them, they should change supplier for better quality.

Students Feedback:
Students should be asked to give feedback on quality of food and as well as transparency
of prices.
FLOW CHART OF CANTEEN SHAKE MAKER OF UOG & UCP

Menu

Check market prices

Selection of buyer Fruits on daily basis

Milk 2 big pack carton

Sugar 5 kg

Disposable glasses
Purchasin
g
No
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Van up loaded

Reach the canteen

Deliver to students

Un load the van

Receive the
payment
Peal the fruits

Performance
Receive Measures of UOG Canteens:
order from student

Performance of UOG canteens are measured by following three ways:

Student Complaints
Surprise Visits by Management
Doctors Visits

These performance measures as told by Sir Akhter Warraich are not enough to measure
performance of such a major department, As far as students complaints are concerned 5 out of 50
students complains, majority of students just gossip and matter cleared and according to the
canteen owners there are no as such surprise visits conducted by management.

According to our observations there is no proper check and balance about performance measures
as indicated by management.

Organization To Be Benchmarked:

We have selected University of Central Punjab to benchmarked, because of our personal

experience as well as by our survey with UCP students and UOG students.

Type of Organization:

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Punjab Group of Colleges (PGC) was among the first to realize this transition and its challenges.
The PGC, therefore, submitted a petition to the Government of Punjab, in August 1996, for
establishing a university in the province. A No Objection Certificate was issued in October 1999.
The charter to establish the University of Central Punjab (UCP) was awarded in April 2002. Thus
this University clinched the distinction of becoming the first private sector university in Punjab
which acquired the status of degree-awarding institution.

Upon commencement of operations in October 1999, the

university offered courses in Management Studies, Information
Technology, Commerce and Law through its principal
constituents i.e. Punjab College of Business Administration
(PCBA), Punjab Institute of Computer Sciences (PICS), Punjab
College of Commerce (PCC), Punjab Law College (PLC) and
Punjab College of Information Technology (PCIT), all situated
in Lahore.

As our concerned area of benchmarking is canteen, with our personal observation and survey of
UCP students as well as UOG students we benchmarked UCP Canteens.

Types of Sources:

We collected information of our benchmarking partner by two sources:

Internal sources: (UCP students)

Published sources: UCP website
Current Situation:

Currently there are four cafeterias available in university of central Punjab which is:

UCP Food street

UCP Cafeteria

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Good time cafe

Doce Bakers

History:

In 2010 only UCP Food Street and UCP cafeteria were available, and Doce bakers and Good
time caf were established in 2011.

UCP Food Street:

This cafeteria is open air cafeteria and its menu covers all lunch items such as Biryani, other
chicken dishes, Dahi bhalay, Milk shakes and Ice creams etc. It is located at ground floor and
gives pleasant view of university.

UCP Cafeteria:

This is also located at ground floor of university besides Food Street; it has two floors fully air
conditioned and attractive furniture as well as has entertainment value also by LCDs and music
system.

UCP Food Street and UCP cafeteria are managed and owned by same authority and its hierarchy
is given below:

There are three stages of authorities of these two cafeterias:

Owner
Management
Employees

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Hierarchy of UCP:

Owner (Managing Head)

Management Food Street Management Cafeteria

Employees Employees

Waiters Waiters

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Good Time Cafe:

This cafe established in UCP in 2011 and only provides fast food. According to the students of
UCP this is expensive cafe as it gives luxurious environment to students such as counter
revolving chairs, round tables and couches and fully dressed waiter at always their service. It
also has two floors ground floor for boys and 1st floor for girls.

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Doce Bakers:

Doce bakers in the premises of UCP also established in 2011.This is the branch of the DOCE by
Mian Amir and this bakery also attracts students during academic timings as well as off academic
timings.

Administration for Cafeteria:

The university has appointed separate administration authorities for canteen, who are responsible
for quality check, maintained as well as handling of disputes, the transparency and strictness of
these authorities can be judged by the following dispute and its decision.

PERFORMANCE MEASURES OF UCP:

Quality Asuurance department

Daily Feed Back of students
Daily Feedback of faculty
Dean Visits

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GAPS between UCP and UOG Canteens:

UOG Negatives: UCP Positives

Location
Dust , Open Areas Fully covered cafeteria
Environment
Perspiring students in summer Fully air conditioned with LCDs and
music systems
Services
Self Service, NO proper services Fully dressed waiters for service
provided
Payment
No Billing system Proper computerized bills are generated
Feedback
No feedback taken Feedback taken
Quality check
No Quality Check Proper quality check department
Cleaning
No cleaning at all Neat and clean eating environment
Security
NO security cameras Security cameras are available
Space
Congested space Spacious caf with 2 floors
Satisfaction
No satisfaction Satisfied students
Owners
Illiterate owners Qualified Owners
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ACTION PLAN

As we all know a new university of gujrat cafeteria is under construction already and it is
expected that the structure of that new cafeteria is according to our expectations as we have seen
a new shake cafe in front of IHRM,which is newly structured and with excutive sitting
arangments,so this showz that changes are going to be made even our UOG so in our action plan
we will consider actions which will still compulsory for our new cafeteria as well as for our
current canteens.

Proirity Adressed: UOG Administration:

Goal: To Make UOG canteen ideal canteen so that it can also be benchmarked.

These are the steps that will provie the mangment to improve current situation of our UOG
canteen and responsible person should take steps to reduce the problems of students as well as
faculty members.

Action steps timeline Persons Required Funding

responisble resources resources
Terms for hiring a As new contract is VC none none
contratcor must be made
changed
Code of conduct As soon as possible Akhter Warraich Management none
must be implied

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strictly
Quality assurance August-October UOG UOG Staff UOG Administration
department 2012 Administration

Feed back August 2012 UOG Admin UOG Admin UOG Admin
Cleaning
Deparment may be August 2012 Akhter Warraich UOG admin UOG Admin
separted for
canteens

Securities Cameras August 2012 UOG Admin UOG Admin UOG Admin
Menu list Canteen owner UOG admin UOG Admin

EFFECT ON CONCERNED PARTIES:

Following parties are effected by these changes made in UOG Canteens:

UOG Canteen Current Owners:

UOG Admisnitration
UOG Students
UOG Staff
Unemployed Qualified Youth

UOG current Canteen Owners:

These owners are running canteens only for the sake of profits and they seriously dont have any
concern about what students are eating, when there will be threat to replace them they may
improve quality and work for betterment of students.

UOG Administration:
The budget for these changes is managed and controlled by administration, by giving
explanations and complaints of students as well as faculty administration can be molded for
positive change.

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UOG Students:
These all changes are meant for the students, these changes will give students quality food as
well as status symbol.

UOG Staff:
Change in duties and this job rotation of staff members will give them new experinces of job.

Qualified Youth:
These changes will give chance to qualified people and provide them job oppourtunities.

CONCLUSION:

From our study about Canteens of UOG And UCP we conclude following:

Students of UCP are very much satistfied with the food satndards,enviroment of their
caf,but students of UOG are not at all satisfied with all this and there is need of change.
Unhealthy food effects students academic life as well as social life.
Canteens also act as advertising material for any institution,visitor of any university must
visit canteen and make point of view about that particular university ,so UOG
management must give proper attention to this area .
Cleanliness is the first and foremost neceesity of any area and for canteens it becomes
obligation ,in our studies majoirty of students are complaining about cleanliness of UOG
canteens .
Food quality can never be compromised but our UOG students are even compromising
it ,strange but true,the food which is being served to us are not quality checked at all.
From all these problems discussed in our project we concluded that there is serious need
of actions to be done in this area .

SUGGESTIONS

Following sugestions can be given in this regard:

we should hire contractors who provide supplies food on subsidized rates.

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We should introduced computerized canteen coupon system

Establish canteen committee which tastes food every day and send to counter
We should improve quality and should win the confidence of our students.
Contractor should hire waiters who provide proper service before and after serving.
Proper air coolers and fans should be assembled in canteens to facilitate students.
We should establish food standards.
Feed back should be taken by students.
Security cameras should also be available in canteens.
Sparate lines should be made for boys and girls.
Canteens should be coverd to avoid dust and pollution inside canteen and food.
Cleaning of canteens must be assured by cleaning department.

Limitations:

We faced following difficulties and restrictions during this project:

As this is matter of food ,every related person was hesitating in providing us information.
Our benchmarked organization is located in lahore we did our best to gather data from
their, but that university management was also not willing to give detailed data.
Contractors of UOG canteen were not at all cooperative with us which also shows that
something is going wrong.

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