EXECUTIVE SUMMARY

This project is given to us because we are studying a course named TQM (Total Quality Management) and purpose of this project is to apply the tools and techniques studied in the TQM. The purpose of this project was to identify the different processes of hostel, issues, and problems and to compare all these aspects with the other organization having same mission and objectives. So that we could become able to find the performance gaps and make improvements for negative gaps to make the working of processes effective. In this project we have identifies the procedures, rules and regulations, problems, different positive and negative issues. We conducted a research for identifying the problems students are facing in the hostel. We also used internal, external, research as well as published resources to gather the information. After identification of the problems and processes we tried to give possible and implementable solutions as per our capabilities. Then we benchmarked the organization for comparing our process with that organization. After detailed study of the processes and procedures of that organization we compared it with our hostel. We found many gaps in the performances which include positive gaps, partial gaps as well as negative gaps. We have found that negative gaps can be easily reduced by following the processes which P.U hostel is using. We can copy the procedures of P.U Hostel as it is said there is no use to invest on wheel. If we use new procedures there is a possibility of hostel management to resist but if we implement new and successful procedures we can get favorable results.

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We have made action plan to reduce the problems faced by the students. We have also mentioned the conclusion, recommendation and the limitation which we faced during our project.

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LIST OF ILLUSTRATIONS

TOPICS
Hierarchy of University of Gujrat Hostels

PAGE NO. 9

Flow chart of University of Gujrat Mess Purchases system

20

Flow chart of Punjab University Mess Purchases system

32

Pictures of Punjab University Hostel

63

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CHAPTER 1

INTRODUCTION

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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. These districts are popularly known as the Export Triangle of Pakistan due to various manufacturing industries operating in the area. Sir Syed Ahmad Khan (1817–1898) 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.

HOSTEL FACILITY

Separate hostel accommodation is available for both male and female students. Priority is given to those students having some disability or living more than 60 kilometres away from the campus. Since accommodation in hostels is limited, university authorities may not be able to provide accommodation to all the applicants. The students residing within a radius of 20 kilometres of Gujrat District will not be entitled for the boarding facility. In order to facilitate the students, the following facilities have been provided at both the boys and girls hostels:

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         

Mess Mosque Television Newspapers Common Room Computer Room Electric Water Coolers Water Facilities Outdoor Games Electrical/Plumbing Maintenance

The grant of admission to a programme of study at UOG does not necessarily ensure allotment of hostel accommodation, which will be offered to the eligible applicants subject to availability. The students seeking admission to a hostel should apply on the prescribed form (along with four attested passport size photographs), which can be obtained from the Office of the Provost. Only those students who are on the regular rolls of UOG and are enrolled for a degree programme as full-time students will be allowed admission in the hostels

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CURRENT POSITION
 Admission Procedure
For the purpose of admission in hostel, students have to fill a hostel allotment form. We have attached the Hostel Allotment Form with the assignment.

 Rules and Regulations
First of all Hostel management have notion that Hostel Accommodation is a Privilege not a right. According to this they have made the following rules. i. Since accommodation in hostel is limited, the universities authorities may not be able to provide accommodation to all applicants. ii. Admission in the hostels will be strictly on merit basis and the accommodation will be offered to the eligible applicants subject to availability. As the admission in medical and engineering college is on

Punjab basis so these applicants will be given 1st priority. iii. After allotment to a hostel, the students then come under the direct supervision of the warden. So they have to follow all the orders issued by the warden. iv. Student resident in district Gujrat or where university of Gujrat transport is available will not be entitled for accommodation. v. Students admitted in only degree programs are registered for full time morning courses at Hafiz Hayat campus shall be eligible to apply for accommodation in the university hostel. vi. A student who fails to submit their dues within 7 days after display of merit list or commencement if the new semester his allotment will be cancelled and his room will be allotted to the next student in the merit list. The room will not be re-allotted to the defaulted student in any circumstances. vii. If required then all students shall produce a clearance certificate from the warden before appearing in the examination. Failing to this may lead towards block or your role number slip and you may not appear in the exam.
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viii.

Those students, their hostel allotment once has been canceled due to any reason (miss behavior/miss conduct, violation of discipline, involvement in grouping/ political gathering etc.) shall not be re-allotted in any circumstances.

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HIERARCHY
Chair Man or Chair Person (Female)

Vice Chair Person

Manager Hostels

UOG Boys

UOG Girls

Ayesha Hostel

Fatima Jinnah Hostels

Jalalpur Hostel

Medical Male

Medical Female

Warden

Deputy Warden (Accounts & office)

Deputy Warden (Maintenance)

Hostel Clark

Mess Comity

Hostel Attendant
Workers (Sweepers)

Maintenance Comity

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 Fees and Other Dues Serial No.
1. 2. 3. 4. 5. 6. 7. Hostel Fund Service Charges Furniture Charges Electricity & Generator Charges Sui Gas Charges Medical Facilities Charges Hostel Rent 2500 1000 1000 2000 1000 1000 1500

Particulars

Amount (Rs.)

Total

10,000

New fees is Rs.14,000

Serial
No. 8. 9.

Particulars
Admission Fee (Non-Refundable) Security (Refundable)

Amount (Rs.)
1000 2500

Total

3500

 Total Students In Hostel
There are approximately 700 Students in boys Hostel.

 Hostel Employees and Pays
Employees are hired by Government and are considered Government employees. But the pays of other employees privately employed by hostel is approximately Rs.300 per day.
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Serial No. 1. 2. 3. 4.
Clark Sweepers Attendant Mess Workers

Employees

Number

1 8 1 16

Total

26

 Mess Employees and Pays Serial No. 5. 6. 7. 8. 9.
Cook Helper Cook Chapati Man Munchi Workers 13,000 8,000 10,000 10,000 7,500

Particulars

Amount (Rs.)

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PROBLEMS
For the purpose of identifying the problems faced by hostel students we used the primary source of data gathering. We first identified the problems and then conducted the survey through filling questionnaires from the hostel students. Currently Hostel students are facing the following problems.   Hostel Rooms are overpopulated. Hostel management is not providing proper maintenance facilities regarding hostel rooms, wash rooms etc.  Students have problem regarding internet facilities. According to them Hostel Management is not providing adequate internet facilities. (Speed, Signals and connectivity)   There is a shortage of Furniture in the hostel (Table, Cupboard, Chairs etc) Generators are not working properly. Generators are not of enough capacity to cover the load of electricity break down.  Problem with hostel mess also exist. Hostel is not providing proper mess services (Food Quality, Timings, Clean place etc.)  There is no proper gym in hostel. According to students there should be a Gym in Hostel.  Computers in hostel computer lab are not enough.

Other Problems of Students Mentioned in Comments area:  Lack of Sports Equipment  There is no proper Guest Methods  Lack of Proper Management  Deficiency of Tube lights  No fans in common rooms  Closing time of Gates  Poor Security  No proper parking Facility
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 There is no medical facility in hostel  Problem with admission rules

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CHAPTER 2:

PREPARATION AND PLANNING

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PAST HISTORY HIGHLIGHTS
Positive: One of the recent positive events in the hostel is the Annual Hostel Sports Gala. This event was held successfully creating the friendly atmosphere in the students. Positive: maintenance is made in washrooms. Its budget was Rs.150, 000 Negative: One of the recent issues is the problems of Hostel Fees. Due to Rs.1000 increase in the fees students are not ready to pay the fees. This issue has not been resolved and almost half of the students have not paid the hostel fees and semester is going to be end. Negative: Cancellation of Golden Night in Hostel and annual sports gala was not fully completed.

GOALS OF HOSTELS
We are assigned the Hostels for the purpose of our TQM project. So followings are the goals of the hostel.

LONG TERM GOALS
         To provide the students clean and comfortable living environment. To provide better atmosphere of study. To increase the hostel capacity through increasing number of hostels. To provide proper security system to make the atmosphere peaceful. To provide proper mess facility by providing hygienic food with affordable prices. To provide common room and green room facilities. To provide proper medical facility. To provide telephone facility. To provide LAN (local area network) in each room

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SHORT TERM GOALS
 To adjust as many students as possible in the hostel who come up with the area distance of 60KM.     To provide generator facility To provide cold drinking water in summer and provide geyser facility in winter To provide room maintenance facilities To provide internet and Wi-Fi facility

AREA THAT CAN BE IMPROVED BY RETHINKING
As we know there is always room for improvement. When we talk about the hostels of university of gujrat, we have many problems which need to be rethinking to reduce or solve the problems. But the solution of many of these problems requires the resources which are not available to the hostel administration. The processes that can be improved:      Cleaning of Rooms Hostel Mess Bill Paying Procedure Hostel Mess Attendance Procedure Computer Labs Internet Facility

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SUGGESTIONS TO IMPROVE THESE AREAS
1. Hostel Mess Bill Paying Procedure:
Current Situation: Currently the students are facing the difficulties in paying their hostel mess bills just because of office timings. The time of office opening is 9 am but it usually opens at 10am. So the students having classes at 8:30am leaves for classes and closing time of office is 4 pm and many students comes to hostel after 4:30 pm after taking all classes. So they face problem in paying mess bills. Improvement: This problem can be reduced through changing the timings of office. Timing can be:  Office should also be opened in the evening. Because all students are in hostel in the evening and can easily pay their bills.

 It should also be opened few hours at noon. Like from 1pm to 3 pm because
many students comes to hostel for lunch in hostel mess.

2. Hostel Mess Attendance Procedure:
Current Situation: The students have to inform to the person marking attendance (Munchi) one day before if he do not want to eat the food in hostel. In case he is unable to inform the Munchi to mark absent for tomorrow this will be considered as present even if he did not eat the food in mess. Which result in increasing the food which is wasted and it also results in more mess bills of the students? This procedure is also resulting in corruption like favoritism by munchi for his friends. Suggestions for Improvement: There should be no such rule of marking absent one day before. The rule should be like the person comes first will get the food. If the food is finish the remaining students will arrange their food from hostel canteens. This is also not a
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problem for the mess workers to estimate how much food is to be cooked because of their experience. Like being a hostel student I can tell they need to make less food at Friday, Saturday and Sunday as compared to the other working days because many students goes to their homes on these days.

3. Cleaning Hostel Rooms:
Current Situation: There is no proper facility of cleaning rooms of students regularly. Students also don’t take interest in cleaning rooms by them self so rooms become very dirty. Suggestions for Improvement: The sweepers should be assigned the duty of cleaning the rooms of students at least once in a week in the presence of at least one room member.

4. Hostel Rooms are overpopulated:
Current Situation: Old hostel rooms are overpopulated. There are almost 8 to 9 students in every room. Because of which students are facing followings problems:       Lack of Privacy Lack of Security of student’s luggage like mobiles, laptops, wallets etc. Lack of atmosphere of Study in Rooms Sleeping Problems (lights are always on even if one student is working) Clean rooms (More Students make room more dirty) Items of daily use like: Shampoo, soaps, comb, mirror, shoes and pillows are displaced  More students mean more chances of misunderstandings and then fights

Suggestions for Improvement:

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Each room should be converted into two rooms and in each room there should be maximum 3 students like in new hostel. This will not completely overcome the above cited problems but it will reduce many of above problems. But all these changes need resources and hostel management is not having sufficient resources.

5. Internet Facility:
Current Situation: Internet speed is very low (even usually it do not open Google) and Wi-Fi signals are not reachable in all rooms and after the Laptop Scheme of Chief Minister Mian Shahbaz Sharif every student is using internet because of which internet package bought by Hostel is not enough. Suggestions for Improvement:    Internet packages should be improved. Downloading should be restricted like in P.U Hostels max 100MB. Every laptop and computer should need to be registered in hostel to avoid the use of proxies.  Internet Routers should be increased so signals reach every room.

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FLOW CHARTS OF ACTIVITIES (MESS PURCHASING)

Start

Purchases are made by Munchi

Decides Manu (Mess

committee)

Inventory is stored at store rooms (stock register is used)

Analyze what to purchase

How much to use daily

Application to Warden for Permission

Store cards is used for Inventory

Warden decides how much finance provide

Food is cooked

Attendance is marked

Warden provides the Finance and Conveyance

Food is served to students

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CRITICAL PERFORMANCE MEASURES
For the purpose of measuring performance there is no such kind of standards or measures have been made. So when hostel management receives any complain about any problem they try to resolve them. But hostel management takes into consideration following issues:   Mess Food Quality Maintenance

ORGANIZATIONS TO BE BENCHMARKED
We have option to benchmark the following Hostels:    Punjab University Lahore Hostel Gujrat City Hostel Alina Centre Hostel

SELECTED ORGANIZATION AS BENCHMARK
We are selecting the Punjab University Hostel as our benchmarking organization. Following are the reason behind not selecting the Alina Centre and Gujrat City private hostel as our Benchmarked organization:     These are private Hostels These are not specifically for students. General people can also hire it on rent. Dues are much more than Our University Hostel. These don’t provide mess facility. So we cannot compare our mess facility with these two which are not selected.   There is no check and balance of any activity by students. There is no security like security guards in our university hostel.

So above cited points are some reasons of not selecting these as benchmarked organization

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CHAPTER 3

STUDY OF BENCHMARKING PARTNER

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INTRODUCTION OF BENCHMARKED ORGANIZATION
There are total 28 hostels in different areas of university. From which 18 are for boys and remaining 10 are for girls. The hostel which is benchmarked and discussed in the project for comparing with our hostel is named Hazrat Umer R.A Hall #15.

REASON OF SELECTING PUNJAB UNIVERSITY HOSTEL AS OUR BENCHMARK
There are number of reasons of selecting Punjab University Hostel as our Benchmark which are as follows:        Punjab University is a Government University like our university. Hostel is only for University student same like our university’s hostel. Mess facility is also provided by the hostel. It is not a private hostel. Its dues are also inexpensive. We found its processes better than our university’s hostel processes. We have asses to this Hostel because of which we will face fewer problems in data gathering.

SOURCES OF DATA GATHERING
We are using internal and publish sources for data gathering. External Sources: One of our group fellows friends are in Punjab University Hostel. So we gathered information from them. We also encountered the positive as well as the negative points through that source because they are experiencing this hostel atmosphere.

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Published Sources: we also used the published sources to gather information like prospectus of Punjab University and Data on Web Site. So through using internal and published sources we tried to gather as maximum inform as possible. So that we can compare it with our hostel and to identify and fill the gaps if any.

CONTACT PERSONS OF BENCHMARKED ORGANIZATIONS
These are wardens in Punjab university hostel but the students do not have access to them. So the superintendents are there to deal the students. Warden Name: Prof. Dr. Makshoof Athar Superintendents: Mr. Sardar Asghar Iqbal Phone: 042-992304657

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TOPICS COVERED
 Admission Procedure  Rules and Regulations of Admission  Dues and other Payments  Mess System  Mess Bill paying  Mess Attendance System  Maintenance System  Internet and Wi-Fi Facility  Guest System  Security  Cleaning System (Rooms and Washrooms etc)  Generators  Gym  Computer Labs  Timing of in and out of hostel  Medical facility  Laundry Facility  Penalties and Fines

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PUNJAB UNIVERSITY HOSTEL INFORMATION
1. Admission Procedure:
The student who gets admission in university can apply for hostels. It usually includes the students which are from out of city. Admission in hostel is on merit basis. The students who got more marks have more chances of getting the hostels.

2. Rules and Regulations of Admission:
     The students with domicile of Lahore cannot apply for hostel. Evening students cannot apply for hostel The students applying for hostel should have clearance certificate of hepatitis. Dogs and pets are not allowed. Student who is absent for at least 14 days without prior permission of warden, his allotment will be cancelled.   No permission of radio and tape recorder. No permission of taking washing machine and iron in rooms.

3. Dues and other Payments:
The hostels dues are:

Years  1st year 2nd year:

Fees (Rs.)

Security (Rs.)

Total (Rs.)

12000 12000

3000 ____

15000 12000

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4. Mess System:
Mess committee which is made up of hostel students determines the each month Manu for mess and rates according to the cost. Timing: Lunch timing is 12pm to 3 pm Dinner timing is from 6:30pm to 9pm Students are satisfied with the food provided to them in mess of the hostel.

5. Mess Attendance System:
Mess attendance system of Punjab University Hostel is very different and good as compared to Gujrat University Hostel Mess. Students go to mess at the mess timings and get their attendance mark and eat food. They don’t have to inform to the mess attendants if they do not want to eat mess tomorrow. They are using the following two methods:  Go first have first system. Means that the person go to canteen can eat food if its available in mess.  Fixing System is used in P.U hostel mess. That means the students who are sure to eat food in mess today or next day can make their food fix by marking attendance one day or few hours before mess timing. The quantity of food in mess is decided on the basis of experience. If food is finished the remaining students can eat food from the hostel canteens

6. Mess Bill Paying:
Hostel mess bills system is same as in Gujrat university hostel. There are units for every dish and there is a unit cost like in our university its Rs.1.1 per Unit and its Rs.1.3 per unit in P.U Hostel. Student has to pay mess bill in the bank which is near to the hostel. But they also have facility of getting the bill paid by hostel workers for which they charge Rs.10 per Bill.
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7. Maintenance System:
P.U hostel is bad in providing maintenance facility.  Students have to make arrangements for white wash in rooms at their own expense.   Students have to arrange electricians at their own expenses. Wash room maintenance is also not good enough.

8. Internet and Wi-Fi Facility:
Internet is provided to students and they are also availing Wi-Fi facilities. Students are getting very good internet speed and they are satisfied with this facility. But some students are facing problems of Wi-Fi signals which are not reachable to every room. Few feature of P.U hostel internet facility:    Student have unlimited downloading facility. No Facebook and YouTube restriction. The file size which they should not be more than 100Mb. Which restricts the students from downloading movies and torrents etc.?

9. Guest System:
They have efficient guest systems. They students who want to retain guest with them can fill a guest retention form. Students are allowed to retain guest maximum for 3 days. But there is no check and balance for this. So students are living in hostel even for a semester illegally.

10. Security:
Security guards are always found at hostel gate. But in case of any theft to proper method is develop to cope with it.

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11. Cleaning System:
Cleaning system is efficient as compared to University of Gujrat Hostel. Every morning the sweeper visit rooms for cleaning rooms at the expense of hostel. It depends upon the student will whether he want to take the facility or not. Wash rooms are cleaned daily.

12. Generators:
There is such kind of electricity problem because hostel is using 5 to 6 electric power lines from different areas. So they don’t face electric break down and do not have generators in hostels. But recently bill is passed for Generators which will be available very soon.

13. Gym and Swimming pool:
There are two gyms and swimming pools near hostel for student.

14. Timing of in and out of hostel:
There is no restriction of time for going out from hostel. Any student can go outside at any time.

15. Laundry and Tailoring Facility:
There are very good laundry facilities in all blocks of hostel which also provides the cloth pressing facility because students do not have permission to take iron in their rooms. Tailors are also available which are providing tailoring facilities to the students.

16. Student Federations:
In Punjab University Hostels there are following Students Federations:  Islamic Jamiat Talba Islam

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     

MSF (Muslim Student Federation) ISO (Imamia Students Organization) PTI (Pakistan Tahreeq e Insaf) Bhai Log Pakistan Sunni Tahreeq ISF (Islamic Student Federation)

Many of these federations force students to get involved in the political activities.

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FLOW CHARTS OF ACTIVITIES IN P.U HOSTEL (MESS
PURCHASING)

Start

Inventory is stored at store rooms (stock register is used)

Decides Manu (Mess committee) How much to use daily

Analyze what to purchase
One member of mess committee maintain record of inflow and out flow

Mess Committee decides the amount of finance

Food is cooked

Finance is taken from the mess bills amount collected.

Attendance is marked

Purchases are made by mess committee

Food is served to students

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BENCHMARKED ORGANIZATIONS FACILITIES AT A GLANCE
         Study Room with AC and Heater. Water Coolers Security checks (no check and balance) Guest form maximum 3 days Mess students committee determine Rates and Manu Mess bill: No fine but mess suspended and rooms locked Mess bill paid in bank and Hostel worker take Rs.10 to pay bills Students are satisfied with mess facilities they also get sweet dish Concept of surprise dish which also includes ice cream for changing taste on students on Thursday. Like fish, Manchurian, Kemy waly naan.   First come first get rule and fixing system Rooms Capacity o Seniors cubical rooms for 1 student o Initial dormitory or boxes for 3 students   Fine 200 to 500 in case of any misbehavior and avoiding rules Sports room in every hostel (carom board, table tennis, badminton court, ground)    Daily cleaning from hostel No load shading because of many electric power connection lines Internet Wi-Fi o Unlimited downloading o Maximum File size 100MB can be downloaded        Mosque No iron Laundry to wash and press Tailor Heath centers to provide medical facility university 2 gyms for hostels and swimming pools Bosket ball ground but not maintenance

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      

No computer labs Less security 15000 first / 2nd year 12000 Special room for TV lawn Furniture is easily available Room maintenance is available but not efficient No complain box and no direct access to warden

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CHAPTER 4:

ANALYZE FOR GAPS

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COMPARISON OF UNIVERSITY OF GUJRAT HOSTEL AND P.U HOSTEL
FACILITIES UNIVERSITY OF GUJRAT HOSTEL PUNJAB UNIVERSITY HOSTEL
Admission Hostel is allotted on the Hostel is allotted on the basis of distance of area basis of Merit. from which student Positive Gap

GAP

belongs. The student from the area where transport facility is not available.

Mess Bill paying

Mess bill is paid at Mess bill is paid at hostel office by bank. Hostel workers mess facility bill and

Parity

students. Its time is provide 9am to 4pm. payment

charge Rs.10 per bill.

Mess Attendance System

If student don’t mark Attendance

will

be

Negative Gap

absent one day before marked if students eat that will be considered mess. their attendance even if they don’t eat food.

Mess Fines

If students don’t pay In case of non-payment bill till due date they of bill students don’t have to pay fine per have to pay fine but day in excess of due they are suspended

Partial

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date.

from mess and if even then they don’t pay bill, their rooms are locked.

Internet

and Internet speed is very Internet speed is good. slow and signals are No website is restricted. not reachable at every Unlimited room. Facebook webs and downloading is

Negative gap

Wi-Fi Facility

YouTube restricted.

are provided but one file

Unlimited size should not be more is than 100MB. That

downloading available.

restricts the students to download movies.

Guest System

Students have to write Guest Form is available application and then which allows the

Partial

have to approve that students to stay their application warden. Cleaning System from guests with them for maximum 3 days. visit room Negative Gap

Students have to clean Sweeper

their rooms themselves. daily and ask if anyone want rooms expense. to at clean their

university

Generators

Gujrat university has P.U

Hostel

have

Negative Gap

Generators to cover the arranged 5 to 6 electric electric breakdown. power lines of different areas of Lahore. So they don’t have generators yet. Gym There is no gym in There are 2 gyms in P.U Negative Gap Gujrat hostel.
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University hostels.

Swimming Pool

Don’t

not

have They

also

have Negative Gap

swimming pool.

swimming pool.

Computer Labs Timing of in and out of hostel Medical facility

Small

computer

lab There is no computer Positive Gap lab in hostel. is no time Positive Gap

exits in Hostel.

After 12 no student is There

allowed to go out of restriction. hostel. No medical facility is University health center Negative Gap available in hostel. But exit near university. in case of emergency ambulance take the

student to hospital.

Laundry Facility

No laundry facility is There laundry facility is Negative Gap available in gujrat also available.

university hostel. Study Rooms There is no study room. They have study rooms Negative Gap Common room exists with ac and heater

but there is no table facilities. and chair for sitting. AC / Heaters There is no ac or heater They available at have ac and Negative Gap

gujat heater available at their study rooms.

University hostel. Sports Room

Do not have room.

sports They have sports room Negative Gap which includes games like : Carom board, table

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tennis etc. Iron The students have Students do not have Positive Gap

permission to have iron permission to keep iron in their rooms. Student Federations In rooms.

No student federation Many is there in

student Positive Gap

this federations exist in P.U Hostel.

university.

Complain Box

At hostel mess Students No complaint box exits Positive Gap complain file is kept. So there. student having

problem can write their problems complaints. Furniture There is a shortage of Furniture furniture in hostel. (table, chair available. and store is They where easily Negative Gap have all and

cupboards)

furniture is available.

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SUGGESTIONS FOR IMPROVING NEGATIVE GAPS
1. Hostel Mess Bill Paying Procedure:
Current Situation: Currently the students are facing the difficulties in paying their hostel mess bills just because of office timings. The time of office opening is 9 am but it usually opens at 10am. So the students having classes at 8:30am leaves for classes and closing time of office is 4 pm and many students comes to hostel after 4:30 pm after taking all classes. So they face problem in paying mess bills. Improvement: This problem can be reduced through changing the timings of office. Timing can be:  Office should also be opened in the evening. Because all students are in hostel in the evening and can easily pay their bills.

 It should also be opened few hours at noon. Like from 1pm to 3 pm because
many students comes to hostel for lunch in hostel mess.

2. Hostel Mess Attendance Procedure:
Current Situation: The students have to inform to the person marking attendance (Munchi) one day before if he do not want to eat the food in hostel. In case he is unable to inform the Munchi to mark absent for tomorrow this will be considered as present even if he did not eat the food in mess. Which result in increasing the food which is wasted and it also results in more mess bills of the students? This procedure is also resulting in corruption like favoritism by munchi for his friends.

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Suggestions for Improvement: There should be no such rule of marking absent one day before. The rule should be like the person comes first will get the food. If the food is finish the remaining students will arrange their food from hostel canteens. This is also not a problem for the mess workers to estimate how much food is to be cooked because of their experience. Like being a hostel student can tell they need to make less food at Friday, Saturday and Sunday as compared to the other working days because many students goes to their homes on these days. We can also follow the P.U Hostel mess attendance methods. They are using the following two methods:  Go first have first system. Means that the person go to mess can eat food if its available in mess.  Fixing System is used in P.U hostel mess. That means the students who are sure to eat food in mess today or next day can make their food fix by marking attendance one day or few hours before mess timing.

3. Cleaning Hostel Rooms:
Current Situation: There is no proper facility of cleaning rooms of students regularly. Students also don’t take interest in cleaning rooms by them self so rooms become very dirty. Suggestions for Improvement: The sweepers should be assigned the duty of cleaning the rooms of students at least once in a week in the presence of at least one room member.

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4. Hostel Rooms are overpopulated:
Current Situation: Old hostel rooms are overpopulated. There are almost 8 to 9 students in every room. Because of which students are facing followings problems:       Lack of Privacy Lack of Security of student’s luggage like mobiles, laptops, wallets etc. Lack of atmosphere of Study in Rooms Sleeping Problems (lights are always on even if one student is working) Clean rooms (More Students make room more dirty) Items of daily use like: Shampoo, soaps, comb, mirror, shoes and pillows are displaced  More students mean more chances of misunderstandings and then fights

Suggestions for Improvement:  Each room should be converted into two rooms and in each room there should be maximum 3 students like in new hostel. This will not completely overcome the above cited problems but it will reduce many of above problems.  But all these changes need resources and hostel management is not having sufficient resources.  New hostels are to be arranged to facilitate the students.

5.

Internet Facility:

Current Situation: Internet speed is very low (even usually it do not open Google) and Wi-Fi signals are not reachable in all rooms and after the Laptop Scheme of Chief Minister Mian Shahbaz Sharif every student is using internet because of which internet package bought by Hostel is not enough.
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Suggestions for Improvement:    Internet packages should be improved. Downloading should be restricted like in P.U Hostels max 100MB. Every laptop and computer should need to be registered in hostel to avoid the use of proxies.  Internet Routers should be increased so signals reach every room.

6. Generators:
Current Situation: Generators are available which are not of enough capacity to cope with the electric break down.  Students use computers and iron on the generator which reduces the efficiency of generators.  200 liter Diesel is consumed every day.

Suggestions for Improvement:  New wiring should be made for the use of generators. Like generators should be attached to the lights and fans. So students will not be able to use iron and computers at the time of no light.  The best idea is to take electric power line from different areas of gujrat and jalalpur. That will reduce the expenses of Diesel.

7. Gym:
Currently there is no gym for the fitness of students. According to survey students want to have gym in gym. So proper arrangements are for gym have to be made in hostel or near hostel.
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8. Computer Labs:
Current Situation: In the hostel of 700 students only 13 computers are available in computer lab. Lab is opened at 9pm and is closed at 12am. If light turns off the lab will be closed because computers do not work on generators. Suggestions for Improvement: Much of this problem has been solved because of laptop scheme of Mian Shahbaz Shrif. But even then computers in lab are less. Timing of lab should be changed. Like: Opening time: 6pm Closing time: 1 am

9. Medical facility:
Current Situation: First aid is not available for students in hostel. If any accident occur the ambulance have to take the students to the hospital in city. Suggestions for Improvement: First aid facility should be provided to in the hostel to avoid bigger losses and provide students on time treatment.

10.Laundry Facility:
Current Situation: There is no laundry in hostel. Students are using bathrooms for washing their cloths.

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Suggestions for Improvement: Hostel warden is also aware of that and this is in his vision to provide laundry for students to wash their cloths.

11.Study Rooms:
Current Situation: In hostel there are no study rooms for study. Student faces problems in doing study because rooms are over populated and in rooms there is a noisy atmosphere. In P.U hostel students are also provided with the study rooms facility. Suggestions for Improvement: The common rooms in hostel are idle. There are no chairs to sit and study. These should be converted into study rooms. Proper sitting arrangements should be made to convert it into study room.  AC / Heaters: Split Units should be included in study rooms to make the atmosphere cool for student to study in summer and heater in winter.

12.Sports Room:
Current Situation: In P.U hostel sports rooms are available which provide the students different games like: carom boards, table tennis etc. Suggestions for Improvement: To improve the standard of hostel and create the friendly environment in hostel sports rooms should be made. But when we are prioritizes the issues that should be the least important one.

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CHAPTER 5:

DEVELOP ACTION PLAN FOR IMPLEMENTATION

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ACTION PLAN

HOSTEL MESS BILL PAYING TIME
Goal:
Goal is to facilitate students in payment of bill and to help hostel mess to recover dues on time.

Action to be implemented:
New Timing:

 From 1pm to 3 pm because many students comes to hostel for lunch in hostel
mess.

 In the evening from 7pm to 11pm (Adjustable) Action Steps:
   Warden should identify the more accurate time for the payment of mess bill. Implement the changes for one month to check whether it works. If it works, then make it permanent.

Management Changes/ Resources:
 We don’t need any resources for this change in process because we do not need to invest for these changes.

Impact:
 This will save the food being wasted every day because of those students who forget to get their absent mark one day before.  This will reduce the tension of both the students and mess.

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Obstacle:
  Hiring new person can be an obstacle. Commitment of mess committee is also uncertain.

Perfect time to implement:
 This can be implemented at any time because we don’t need very high resources to adopt that change.

HOSTEL MESS ATTENDANCE PROCEDURE
Goal:
The goal of this improvement is to provide students as well as hostel mess with a flexible environment.

Action to be implemented:
We will use the followings system for hostel mess attendance.  Go first have first system. Means that the person goes to mess can eat food if it’s available in mess.  Fixing System that means the students who are sure to eat food in mess today or next day can make their food fix by marking attendance one day or few hours before mess timing.

Action Steps:
 First of all meeting with the hostel students is required in which there approval is needed. After that approve we can apply that system with the interruption of students.
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 

Warden has to pass the orders after meeting and approval of this system. All the rules should be clearly displayed on the hostel as well as mess notice board.

Desirable Situations and Resources:
  We do not need the resources to implement these changes. Hostel Munchi should identify the daily quantity of food which is consumed by students on the basis of his experience.

Impact:
 This will provide the students as well as hostel mess a flexible environment because in current situation students have tension of marking attendance one day before and hostel mess has tension of providing all the students food.

Obstacle:
 These are no obstacle for that change in process.

Perfect time to implement:
 This can be implemented at any time because we don’t need very high resources to adopt that change.

CLEANING HOSTEL ROOMS
Goal:
The goals of this change are to create the clean and healthy environment.

Action to be implemented:
 Hostel Sweepers are available on demand in hostel but that is difficult for the students to specially contact and search for the sweeper.  Special instructions of visiting each room daily or weekly basis should be provided to the sweepers for cleaning rooms.
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Sweepers are available for each block. They can set timing for each flour rooms cleaning. Like for ground floor rooms he will use 2 days and next 2 days can be used for 1st floor etc.

Action Steps:
 Deputy Warden needs to pass instruction to all the sweepers. Because deputy warden of maintenance deals with the sweepers of hostel.  Proper check and balance method should be made by the deputy warden.

Desirable Situations and Resources:
 For this change in process no resources are required. Only some instructions are to be given and we also do not have to increase number of employees.

Impact:
 This will make the environment of clean and healthy.

Obstacle:
 No obstacle is found in the way of applying that process.

Perfect time to implement:
 It can be applied any time. Because deputy warden have to pass orders and instructions.

HOSTEL ROOMS ARE OVERPOPULATED
Goal:
To goal is to provide the students concentrated study environment, security of luggage and small groups of students in room make better understanding and friendly environment.

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Action to be implemented:
  Convert the larger rooms into smaller rooms. In Old Hostel converting the one room into two rooms by making partition in rooms.  Making additional hostels in University.

Action Steps:
     Contact with the architect. Have discussion with the architect. Make possible plan of converting one room into two rooms. Making plan of budget. Approval from maintenance department as well as warden.

Desirable Situations and Resources:
 This change requires huge investment and this change can be implemented in summer holidays. Construction work can be done in summer because there are fewer students in hostel in these days.

Impact:
 The impact of this act will be help in the reduction of the following problems: o Lack of Privacy o Lack of Security of student’s luggage like mobiles, laptops, wallets etc. o Lack of atmosphere of Study in Rooms o Sleeping Problems (lights are always on even if one student is working) o Clean rooms (More Students make room more dirty) o Items of daily use like: Shampoo, soaps, comb, mirror, shoes and pillows are displaced o More students mean more chances of misunderstandings and then fights

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Obstacle:
  The very first obstacle in this change can be the availability of finance. The management is thinking of making new hostels in gujrat city near university for UOG Students. This decision can become hurdle in our suggested solution of change.

Perfect time to implement:
 The perfect time to do that project is in summer because of fewer students in hostel.

INTERNET FACILITY
Goal:
To provide the hostel students high speed internet Wi-Fi signal coverage in every room.

Action to be implemented:
  Internet packages should be improved. Downloading should be restricted like in P.U Hostels max 100MB.

Action Plan:
  IT professional should analyze the speed which will be enough for hostel. According to the information about speed management should increase the internet package and set the downloading limits.

Desirable Situations and Resources:
 According to warden we don’t need to invest more resources to make these arrangements. Because the IT specialist controlling internet in hostel can do that by giving few commands.
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Impact:  Internet will work effectively in high speed.  That will facilitate the students in preparing their assignments, presentations
and projects.

 Signal coverage will be available from every room.  Students will be able to use Facebook and YouTube for entertainment and the
time they waste in searching proxies and due to slow processing will be saved and will be used in other works.

Obstacle:
 Students will create problem because downloading of movies will be restricted.

Perfect time to implement:
 This can be implemented anytime because it’s an internal issue.

GENERATORS
Goal:
To provide the electricity to students in the case of the electric breakdown and to save the cost of Diesel.

Action to be implemented:
 Take the multiple power lines from different areas of the city. So I case of electric breakdown in one area, other power line will provide the electricity.  Make the UPS wirings for Generators.

Resources and Obstacles:
 High cost and initial investment is required for this process.

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Area also matters from where power line is to be taken.

Obstacle:
  High Cost. Currently prevailing new processes for generators.

GYM
The plan has already been taken into the consideration. University has plan of making a proper Fitness Centre in University for which budget is 4.5 million. That will also facilitate the hostel students. Location for fitness center is decided near admin block.

COMPUTER LABS
Goal:
To goal of this changing is to provide the students with the facility of using the computer lab for more time.

Action to be implemented:
Timing of lab should be changed. Like: Opening time: 6pm Closing time: 1 am

Action Plan:
   Gather the students who will voluntary give their time for lab. Make a team of students. Make a team leader who will lead the students who to deal the students using computer labs.  Provide the students guidance and make a culture of using the things in a good way.

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Desirable Situations and Resources:
 As we are not hiring the employees to control the lab. So we don’t need resources.

Obstacle:
 Lack of committed students can to obstacle in this process.

Perfect time to implement:
 This project can be started. But know it will be better to start this process in next semester because newly allotted students will be highly motivated to do this kind of task to get recognition.

STUDY ROOMS:
Goal:
To provide a better atmosphere of study to the hostel students.. Where students can study and prepare for exams.

Action to be implemented:
 Convert the common rooms into study rooms by providing proper sitting arrangements.  Establishing the culture of taking care of things by each student on their own behalf.

Desirable Situations and Resources:
 Chairs are available in the hostel so this process also does not require the high resources.

Obstacle:
 Students will not behave in these study rooms.

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They will not show the sense of responsibility of taking care of the atmosphere of study environment.

SPORTS ROOM
Goal:
 To provide the students refreshment opportunities and providing friendly environment in the hostel.

Action to be implemented:
 Provide some games like carom, table tennis and puzzle games in these sports rooms.  Providing the students the guidance adopting civilized culture. So they will take care of the games provided to them.

Impact:
  That will create the friendly environment for the students. Students will get the opportunity of entertainment.

Obstacle:
  Students can have fights due to sports room. Game will not be properly handled by the students.

MEDICAL FACILITY
University Medical College is opened till 7pm and after that on call ambulance is available which takes the students to the hospitals. Hostel was also providing first aid to students in case of emergency. But because of few cases of mishandling the emergency this facility is not more provided in hostel.

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NURSING CENTER’S PROPOSE PLAN: That is also in a plan of university to open a proper nursing center in the residence area of hostel which will also provide the hostel students facilities of treatment.

LAUNDRY FACILITY
This is also in the proposed plan of University to establish the laundry for hostel students as well as for the residence area’s people. TIME & LOCATION: This will be opened in the buildings (market) being constructed near admin block. After its completion the laundry, bakery and super store will be opened in it. RESOURCE VS REVENUE: These projects don’t need recourse because university will earn through these projects. University will give these shops on tender bases and will charge rents which will give the university revenue.

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CHAPTER 6: CONCLUSION, RECOMMENDATIONS & LIMITATIONS

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CONCLUSIONS
We have identified the procedures and problems in the hostel. As we have included the current position of the issues and the suggestions to mitigate these issues, so hostel management can use these suggestions to improve the processes and satisfy the students. After studying University of Gujrat Hostel and P.U Hostel, we have identified that some positive gaps, partial gaps and negative gaps exists in the performance of hostel. We have made action plans for reducing or eliminating these negative gaps. At the end we can say that the issues regarding the change in processes which do not required any cost can be improved only through our suggestions. But to implement some suggestions funds are needed. Through funds and commitment of management teams all the issues can be solved.

RECOMMENDATIONS
After comparing with the Benchmarked organization and after identification of problems on the basis of our findings and best of our knowledge and capabilities, we have made recommendations for the issues which are given above in the suggestions. Then we benchmarked the organization for comparing our process with that organization. After detailed study of the processes and procedures of that organization we compared it with our hostel. We found many gaps in the performances which include positive gaps, partial gaps as well as negative gaps. We have found that negative gaps can be easily reduced by following the processes which P.U hostel is using. We can copy the procedures of P.U Hostel as it is said there is no use to invest on wheel. If we use new procedures there is a possibility of hostel management to resist but if we implement new and successful procedures we can get favorable results. Proper orientation should be provided by the Hostel
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Warden and Deputy Wardens to provide the proper rules and regulation of hostels and to tell about the staff.

LIMITATIONS
During this project we faced many limitations from which few are given below:  The time we got for this project was very less. This project can become more and better if more time is spent on it.  Non availability of data is also a limitation. Data on hostels is not available on the internet. So we have to gather all the data personally.   Lack of accurate of Benchmarked as well as university of gujrat hostel. There is difference between the things written on the published documents and the things happening in real life.    The respondents show favoritism while giving the information. Difficulty in accessing the benchmarked organization personally. Unscheduled and prolonged load shedding of Electricity reduced our efficiency to work. Project Limitations    Lack of funds. Resistance of hostel management to change. Lack of committed workers.

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PICTURES OF P.U HOSTELS AND UOG HOSTEL
SWIMMING POOL IN P.U P.U HOSTEL OUTSIDE VIEW

JOGGING TRACK AND BOSKETBALL GROUND AND BEDMINTIOM COURT

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BIBLIOGRAPHY
References:
https://www.uog.edu.pk https://www.facebook.com/hostel.pu

TERMS USED
UOG: University of Gujrat P.U: Punjab University Lahore Munchi: Hostel Attendant

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ANALYSIS OF QUESTIONNAIR
1. Hostel rooms are overpopulated.
50 40 30 20 10 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree Series1 Series2

2. Hostel provides proper maintenance facilities regarding hostel rooms, wash rooms etc.
50 40 30 20 10 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree Series1 Series2

3. Hostel Management is providing adequate internet facilities. (Speed, Signals and connectivity)
60 50 40 30 20 10 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree Series1 Series2

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4. There is a shortage of Furniture in the hostel (Table, Cupboard, Chairs etc).
35 30 25 20 15 10 5 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree

Series1 Series2

5. Generators are of enough capacity to cover the load of electricity break down.

40 35 30 25 20 15 10 5 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree

Series1 Series2

6. Hostel is providing proper mess services (Food Quality, Timings, Clean place etc)
40 30 20 10 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree Series1 Series2

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7. There should be a Gym in Hostel?
70 60 50 40 30 20 10 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree

Series1 Series2

8. The Computers in the Hostel Computer labs are enough for the Students.
60 50 40 30 20 10 0 a) Strongly Agree b) Agree c) Neutral d) Disagree e) Strongly Disagree Series1 Series2

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