Riphah International University CMS number: _________________

Faculty of Management Sciences

Riphah School of Leadership

EndTerm Examinations, Spring 2020

Subject : Total Quality Management MS Program: ___________________

Teacher Name: Dr Nawar khan Marks : 40

Weightage: 20 % Time Allowed : 3 Hours + 3 Hours

1. You need to attempt the paper within 3 hours, and submit it within next 3 hours. After first 6
hours all submission will be considered as “late submissions”, for which marks will be deducted.
Cut off time for late submission is 23.5 hours from the start of the exam.

2. Be brief and objective in your answer

3. Quote examples from social and industrial life to explain your answer where necessary

CASE STUDY - TQM

RastgarEngineering Company Pvt Ltd, Islamabad
Rastgar.com
Rastgar Engineering is specialized manufacturer of ductile Iron wheel Hubs for European,
American and Japanese Trucks, Trailers and Buses. We have been manufacturing wheel
hubs and wheel hub accessories for the heavy duty vehicle industry since 1968. We have
complete quality control and our process has been approved by Japanese and European OEM
customers. We are the manufacturer and exporter of world's best wheel hubs. Rastgar truck
wheel hubs, trailer wheel hubs and wheel hub assemblies are the preferred choice of
customers all around the globe and currently we are exporting best wheel hubs world-wide to
the aftermarket and OEM. We have maintained QAS system IATF 16949 approved. Our best
quality wheel hubs keep you on the road for long run. Rastgar is well known for premium
quality wheel hub production.
Since 1967, three generations of Rastgar family have contributed to the growth of this enterprise.

Please carry out review of Rastgar manufacturing system and quality performance and answer
the questions;

Q 1:How theRastgarEngineering company achieved its quality success to become a world class
manufacturing company? 10
Q 2:Briefly discuss the differentiating factors of Rastgar manufacturing company against
other auto spares manufacturers? 10
Q3:What is the company niche? 10
Q 4: How the product standards and system standards certifications significantly contributed to
the Rastgar’sengineering image in terms of their internal procedures, customers, market share
and work environment? 10

Q 1:How the Rastgar Engineering company achieved its quality success to become a world class
manufacturing company?
Answer:-
To become a World Class manufacturing company, Rastgar Engineering has defined its
procedures, processes, organization, that are needed to keep the organization focused on its goals
which resulted in world class OEM manufacturers as their clients. Following Steps have proved
for company quality success.
Organizational Goals Identification
The process of quality assurance starts by defining how the organization’s mission, vision relate
to it which is listed on website. This is the first step in the process of quality assurance and is
evident from company website Mission & Vision Statement
 Rastgar Mission
Our mission is to earn recognition as a world class engineering auto parts manufacture,
producing high value and high quality products.
  Rastgar Vision
Rastgar will be an ethical global business corporation. Our vision is to beautify the world
with our products, processes, our people and contribution to the environment and society.
Identify Critical Success Factors
The primary factors that make an organization’s quality system successful are identified from
website which are:-
1. Specialized in ductile and grey iron castings, ranging from 2Kg - 45Kg
2. Proficient foundry team produces finest castings through latest molding and casting
machinery
3. Skilled staff with years of industry experience enables the company to provide world
class iron castings to our valuable customers.
4. Grey Iron castings are manufactured in accordance with the European Standard.
The above listed factors influence the process of quality assurance in order to continuously and
consistently manage the stated factors.
Identification of Internal and External Customers
The website has identified the key groups of customers that reflect that theirr quality assurance
system work. The international OEM Customers such as Nissan, Toyota, Honda, Danta, Suzuki,
Mitsubishi etc has helped the company to develop programs and services to cater their stringent
needs.
Customer Feedback
Positive Feedback from customer is essential in the process of quality assurance. Consistent
customer feedback enables organizations to detect and solve quality problems before it become
a serious issue. Rastgar has created a blog on their website to update their internal and external
agenda points and employee and customer commitment and its focus on ot. The objective of
continuous feedback from customers leads to successful process of quality management.
Implement Continuous Improvements
Quality assurance is synonymous with continuous improvement. The results or information
gathered from website reflects the quality assurance process. The information related to company
code of conduct, environment policy and CSR blog has proved it very well
The essential factor is that company has received and evaluated the feedback of customers and
used it to continuously improve the organizations processes in delivering the products and
services it sells to its customers.
Results of Company
Through website, Rastgar seems to meet their organizational goals with positive feedback and
list of credible clients which shows that it is very well surviving and operational in this Covid-19
scenario as mentioned in their CSR blog.

ANSWERS

Q 2:Briefly discuss the differentiating factors of Rastgar manufacturing company against

other auto spares manufacturers?
Answer:-
Quality success assessment in any organization is solely based on the factors on which company
exist. Identifying these factors helps to add objectivity as much as possible. Rastgar Engineering
has achieve its success by adopting to consistent with an approach that regards quality as an
ultimate outcome associated with the general functioning of the organization and the
development of an organizational culture, which is attained through an integrated system of
techniques and tools.
As per Dr. Nawar Frame work (IQA Criteria Set) , following TQM factors are noted and
assessed for measuring the differentiating factors of organization against other auto manufacturer
(Atlas Engineering Ltd)

Sr TQM Factors Key Requirements Rastgar Atlas Engineering

No
Top Available on Available on
1. Management Management commitment &
website in website in
Role presence on website
2. Customer and seminars & management tab
 Market Focus CSR blog
Available on
3. Policy Emphasis on quality website in
policy Details available on
inspects during the various website
Details available
4. Planning stages of manufacturing
on website
process
Different No certification
Use of various measuring & certification & details are shared
5. Quality
Assurance controlling techniques techniques are but techniques are
available shared

Mentioned on
established quality systems at
6. Resources Website on No details
Management every step of process
generic basis
committed and focused Mentioned on
7. Quality Culture No details
towards world-class quality Website
8. Protection continuously update tools, No Details
Mentioned on
equipments, testing facilities as Mentioned in
9. Continuous Website
Improvement per ISO standards Mission Statement
Mentioned in
measurement of stakeholder Mentioned in
10. Satisfaction of Vision
the Stakeholders perceptions of a company Mission Statement
Statement

Rastgar has better adoption of Quality differentiating factors as compared to Atlas engineering
company. Raw material quality specifications are integral part of resource management and needs
to be included by Rastgar.

Q3:What is the company niche?

Answer:-
A company niche is defined as a business that focuses on particular type of product within a
specific market segment for example Law firms that specialize in family law only or a hair salon
that only does hair blowing but no hair cutting etc. Rastgar has continued to grow on basis of
specialization and its ability to produce:-
1. High quality ductile and grey iron castings, and a flexible approach to precision CNC
machining which is geared to meeting the requirements of the automotive axle assembly line,
2. Expert in manufacturing ductile iron and cast iron products i.e. medium and heavy duty truck
and trailers wheel hubs and brake drum assemblies for OEM.
Therefore Rastgar has provided its specialized parts around the globe and largest exporters of
wheel hubs as its pet niche.

Q 4: How the product standards and system standards certifications significantly contributed to
the Rastgar’s engineering image in terms of their internal procedures, customers, market share
and work environment?
Answer:-
A product standard is specific for each country with its own product standards institution to
either develop or adopt standards from technologically advanced countries of the world like; UK,
USA. All these institution issue standard certificate for a product and keep its monitoring
whereas system standard is to assurance quality of overall systems. Whereas the system
standards overall look the quality management of the system.
The system standards adopted by Rastgar are ISO 9001, 14001, 18001 & IATF 16949. No
evidence of product standard is available from website and systems standards are sufficient to
cater the quality requirement. Rastgar as an engineering firm face a set of highly specific
challenges and increasing competition in a global marketplace. ISO certifications as system
standard has given it a competitive edge as it represents a known and trusted standard of quality
globally. It has helped the Rastgar in following terms of question requirement:
Internal Procedures
It helped in following ways
 Reviewing production schedules, tools, and processes
 Performing cost and benefit analyses for changes and process / tools improvement as
mentioned on website.
  Shortening internal processes efficiently
 Creating new internal systems and infrastructure to cater and attract new clients.
Customers
System Standards has helped company to enhance customer satisfaction in following ways:-
 Analyzing customer requirements and expectations.
 Managing & Meeting employee expectations by engaging in CRS activities
mentioned on website.
 Monitoring and measuring customer satisfaction as per system standard
requirement.
Market Share
By strengthening customer relationships as discussed previously, Rastgar has grown to protect
their existing market share by:-
 Preserving their current customers as a same simple tactic, as satisfied customers
 Customer when frequently speaks of their positive experiences to their known firms who
then become new customers and the long list of OEM customers of Rastgar proves it
very well.
Work Environment
The quality management system has helped the company to preserve and protect the work
environment in following ways:-
 As mentioned on website, Rastgar has pledge to keep work places clean and healthy by
improving the environment by recycling; and minimizing waste, emissions and ensuring
their proper disposal.
 Also planting trees and flowers and vowed to protect as environment in a sacred trust.
 The company has acquired certification of global compact (focus on human rights,
Labour rights) and Gender Equality (from ILO) which ensures an excellent work
environment.
The adoption of quality standards and it implementation by Rastgar has build its image as a
reputable engineering firm.