PROJECT

OF

TOTAL QUALITY MANAGEMENT

BY

FAvvvvvvv
MCvvvv

A Project Submitted to the Noon Business School,

University of Sargodha
In Partial Fulfillment of the Requirements for the Degree of

MASTER IN COMMERCE
4th SEMESTER

Supervisor Name

LECTURER SHAHZAD HASSAN

DEPARTMENT OF NOON BUISNESS SCHOOL

UNIVERSITY OF SARGODHA

PAKISTAN
 Company: Sony
Statement of purpose: Fill the world with emotion,
through the power of creativity and technology.

Sony, in full Sony Corporation, major Japanese manufacturer of

consumer electronics products. It also was involved in films, music,
and financial services, among other ventures.
The company was incorporated by Ibuka Masaru and Morita Akio in
1946 as Tokyo Tsushin Kogyo (“Tokyo Telecommunications
Engineering Corporation”). Ibuka, whose Japan Precision Instruments
Company had supplied electronic devices during World War II, and
Morita, an applied sciences instructor, had met during World War II
as engineers designing heat-seeking missiles for the Imperial Japanese
Army. Ibuka and Morita worked together for the next 40 years in what
has been called one of “business history’s most productive and
intriguing relationships.” Ibuka’s genius with product development
and Morita’s mastery of business management and marketing turned
Sony into one of the most renowned brand names on the globe. Sony,
which became the official name for the company in January 1958, was
derived from the Latin sonus (“sound”) and was conceived to be an
international and not a Japanese term.

The company’s first consumer product was an electric rice cooker.

Although this product sold poorly, Totsuko, as the firm’s name was
abbreviated, did have a successful business repairing radios and other
electrical equipment. Its repair work for the Japanese radio
broadcaster NHK had to be approved by the U.S. army of occupation,
which later gave the young company repair jobs of its own.
Why am I choosing this company:
Quality in Services

Materiality Rationale
In recent years, customers and other stakeholders have become
increasingly concerned about the protection of consumer rights.
Product safety, security, and accessibility are very important in
this respect. Sony is expected to provide products and customer
services that are high in quality from its customers' viewpoints.
Basic Approach
True to its Philosophy and Policy for Product Quality and
Customer Services, Sony is wholeheartedly committed to
improving product and service quality from its customers'
viewpoints to maintain and enhance satisfaction, confidence,
and trust. Sony is working to ensure product quality and
improve usability and accessibility, in the conviction that its
most important goal is to remain a highly trusted partner to all
customers.
Structure
Sony has configured its global quality management system by
defining quality management mechanisms across all processes,
from product development, planning, design, and manufacturing
through sales and customer service. This has included defining
the roles, responsibilities, and authority of those responsible for
product and customer service quality and establishing
guidelines.
In addition, in order to respond effectively to quality problems
and customer inquiries, Sony is opening more Customer Service
Centers and reinforcing its customer service network all around
the world.
To foster usability and accessibility, Sony incorporates human-
centered design processes and operates within a structure of
intradepartmental cooperation that ties Sony Headquarters with
the company's business units, approaching the planning, design,
and testing of its products and services from the viewpoint of the
user.
Sony continues to be committed to a fundamental policy of
ensuring product safety, security, and accessibility, taking its
customers' viewpoints into consideration in order to deliver
product quality and customer service that exceed their
expectations. With these aims in mind, Sony will continue
leveraging its worldwide network to collect and analyze
information which can then be reflected in the next releases of
products and services