TT3170

Assignment 01
How the ISO Quality Management Principles are implemented in
Teejay Lanka and Teejay Prints

Group Name: TJ-1

Group Members:
01. L.J.D. DE SILVA: 191009D
02. C.P.S. DE THANAPATHY: 191011C
03. N.D.KAVINDA: 191028J
ISO Quality Management Principles
We are the interns at Teejay Lanka and Teejay prints. We are going to discuss how the ISO
Quality Management Principles are implemented in Teejay Lanka and Teejay Prints. First of all,
let’s identify, what are the quality management principles.
The ISO (International Organization for Standardization) has defined a set of seven Quality
Management Principles that serve as a foundation for the development and implementation of
quality management systems. These principles provide guidance for organizations to improve
their performance, customer satisfaction, and overall quality. Here are the seven ISO Quality
Management Principles:
01. Customer Focus: Customer satisfaction is vital for the success of organizations. To
achieve this, organizations must understand and meet customer requirements while
aiming to surpass their expectations. By prioritizing customer needs, organizations can
create a competitive advantage and foster long-term business success.
02. Leadership: Leaders play a crucial role in setting the direction and creating a supportive
environment within an organization. They establish a clear vision, set goals, and provide
guidance to inspire employees in working towards achieving organizational objectives.
Leaders also encourage and facilitate contributions from employees towards quality
improvement efforts.
03. Engagement of People: Employees are the essence of an organization, and their full
involvement is crucial for its success. To maximize their potential, employees should be
empowered, motivated, and provided with opportunities for personal and professional
growth. By nurturing a supportive environment, organizations can harness the abilities of
their employees to benefit the organization as a whole.
04. Process Approach: Organizations should adopt a process approach to understand and
manage their interconnected activities towards achieving objectives. By viewing
processes as a system, organizations can effectively identify and address areas for
improvement. This approach enables them to optimize their operations and enhance
overall performance.
05. Improvement: Continuous improvement is vital for enhancing an organization's
performance. It encompasses the ongoing and systematic effort to improve products,
services, and processes. To foster continuous improvement, it is essential to embed the
concept within the organization's culture. By embracing a culture of continuous
improvement, organizations can drive innovation, optimize efficiency, and achieve long-
term success.
06. Evidence-based Decision Making: Effective decision-making relies on the analysis of
reliable and relevant data and information. Organizations should prioritize using such
data to make informed decisions. Transparency and objectivity should be key elements of
the decision-making process, ensuring that decisions are based on factual evidence rather
than subjective biases. By utilizing data-driven decision-making, organizations can
enhance their effectiveness, efficiency, and overall performance.
 07. Relationship Management: Organizations should effectively manage relationships with
relevant stakeholders, including suppliers, partners, and customers. By fostering mutually
beneficial relationships, organizations can enhance their ability to create value for all
parties involved. Collaborative and positive interactions with stakeholders contribute to
long-term success and sustainable growth.
These Quality Management Principles provide a framework for organizations to enhance their
quality management practices, drive continuous improvement, and achieve sustainable success.
By applying these principles, organizations can establish a strong foundation for their quality
management systems and strive for excellence in their operations. Let’s describe how those
quality management principles are achieved.
Customer Focus:
The primary objective of quality management is to fulfill and surpass the expectations of
customers. This entails viewing each customer interaction as a chance to provide additional
value, thereby enhancing repeat business, generating revenue, and enhancing the reputation of
the brand. Recognize direct and indirect customers as those who receive value from the
organization. Teejay has implemented various steps to achieve the customer focus quality
management principles in three main stages. they are identifying customer requirements, meeting
customer requirements, and enhancing customer requirements.
 Understand Customers' Needs and Expectations: Gain a thorough understanding of both
current and future needs and expectations of customers. This involves actively listening,
conducting market research, and staying updated on evolving customer preferences.
 Align Objectives with Customer Needs: Link the organization's objectives and goals to
the identified customer needs and expectations. Ensure that the organization's strategies
and actions are driven by customer-centricity.
 Communicate Customer Needs Throughout the Organization: Share customer needs and
expectations across all levels and departments of the organization. Effective
communication ensures that everyone is aligned and working towards meeting customer
requirements.
 Plan, Design, Develop, and Deliver Goods and Services: Plan, design, develop, produce,
deliver, and support goods and services in a manner that meets or exceeds customer needs
and expectations. This involves continuously improving processes and offerings based on
customer feedback.
 Measure and Monitor Customer Satisfaction: Regularly measure and monitor customer
satisfaction levels to gauge the organization's performance. Analyze customer feedback,
complaints, and suggestions to identify areas for improvement.
 Address Interested Parties' Needs: Identify and address the needs and expectations of
interested parties (e.g., suppliers, partners) that can impact customer satisfaction. Build
strong relationships and collaborate with these parties to deliver value to customers.
 Actively Manage Customer Relationships: Proactively manage relationships with
customers by maintaining open lines of communication, addressing concerns promptly,
and exceeding expectations. Nurture long-term relationships to achieve sustained success.
At Teejay lanka and Teejay Prints, there are customer care units and there are particular teams to
handle customer needs and issues. The main customers of the Teejay Lanka are Nike, Gap,
Calvin and Klein, Intimism, Amazon etc. those customer care units have the responsibility to
satisfy the customers, handle their issues instantly, identify the customer needs and requirements
and convey those information to the operational processes. There is a research unit at Teejay
Lanka and Teejay prints. Those units do market research as well as other experiments to analyze
the customer requirements and needs. Then they produce those fabrics and prints in order to hand
over those fabrics to customers in their visits or exhibitions. Those customer care units take
necessary actions when a customer complains about an issue. In order to enhance customer
satisfaction, they mainly focus on the quality of the fabric by using latest technologies in the
textile fields as well as with knowledgeable manpower. As well as there are different inspection
processes in between every major process of fabric production in order to ensure that the output
of each section has achieved the customer requirements. Teejay always sticks with their planned
schedules. They mainly focus about on time delivery. Therefore, there is a good connection and
understanding between the departments in order to achieve this customer focus quality
management principle.
Leadership:
Effective leadership plays a crucial role in the success of a company's quality management. A
skilled leader has the ability to motivate and inspire employees, emphasizing the importance of
quality and continuous improvement. This, in turn, leads to enhanced overall performance and
positions the company to outperform its competitors. Leaders hold a vital role in nurturing a
quality culture within an organization. They achieve this by setting well-defined quality goals,
dedicating resources to quality improvement initiatives, and recognizing employees for their
valuable contributions. The influence of leadership style on quality management outcomes,
however, can vary. Collaborative leaders, in general, tend to achieve better results in terms of
quality management. At all levels, leaders establish a shared sense of purpose and direction,
fostering an environment where individuals actively participate in attaining the organization's
quality objectives.
 Communication: Teejay effectively communicates the organization's mission, vision,
strategy, policies, and processes throughout the organization. This ensures that everyone
is aligned and understands their role in achieving organizational objectives.
 Shared Values and Ethics: Teejay has established shared values, fairness, and ethical
models for behavior at all levels of the organization. These values serve as guiding
principles for employees, promoting consistency and integrity in their actions.
 Trust and Integrity: Teejay has cultivated a culture of trust and integrity, where employees
feel confident in the organization's decisions and actions. This fosters open
communication, collaboration, and a positive work environment.
 Commitment to Quality: Teejay encourages a commitment to quality management across
the entire organization. This includes setting high standards, promoting continuous
improvement, and prioritizing the delivery of high-quality products and services.
  Leadership Example: Teejay ensures that leaders at all levels serve as positive examples
for employees. Leaders demonstrate the desired behaviors, values, and commitment to
quality, inspiring and motivating others to follow suit.
 Resource Provision: Teejay provides employees with the necessary resources, training,
and authority to act with accountability. This empowers them to make informed
decisions, take ownership of their work, and contribute to quality management efforts.
 Recognition and Encouragement: Teejay inspires, encourages, and recognizes the
contributions of its employees. By acknowledging and rewarding their efforts, the
organization promotes a culture of appreciation, motivation, and continuous
improvement.
Teejay exemplifies strong leadership in quality management through various practices. They
actively recognize and appreciate employees who contribute their maximum effort, both on a
monthly and annual basis. By organizing training sessions and leadership development programs,
Teejay ensures that employees, including current and emerging leaders, have the opportunity to
enhance their skills and knowledge related to quality management. Effective communication
channels are fostered between leaders and employees, enabling clear communication of quality
goals, expectations, and the significance of quality management. Teejay's leaders lead by
example by incorporating quality practices into their own work, showcasing their commitment to
quality management. Employee participation and involvement in quality improvement initiatives
are actively encouraged, empowering them with authority, resources, and training to contribute
to quality management efforts. Teejay also fosters a collaborative and team-oriented culture,
where leaders work together with employees across departments to achieve quality objectives.
This approach promotes cross-functional collaboration and knowledge sharing, fostering
innovation and continuous improvement. Furthermore, Teejay emphasizes evidence-based
decision making, encouraging leaders to rely on reliable data and information. By analyzing
quality metrics and performance indicators, leaders make informed choices that drive
improvement and align with the organization's goals. Overall, Teejay's leadership practices
demonstrate a comprehensive approach to quality management, combining employee
recognition, development programs, effective communication, collaboration, and data-driven
decision making. These efforts contribute to fostering a quality-focused culture within the
organization and drive continuous improvement.
Engagement of People:
Having competent, empowered, and engaged individuals at all levels of an organization is crucial
for enhancing its capability to create and deliver value. When employees possess the necessary
skills, knowledge, and expertise, they are better equipped to contribute effectively to the
organization's goals and objectives. By empowering employees, giving them authority,
autonomy, and resources, they are empowered to take ownership of their work and make
meaningful contributions. Furthermore, engaged employees are emotionally committed to their
work and the organization. They are motivated, passionate, and willing to go the extra mile to
achieve excellence. Engaged employees are more likely to be innovative, collaborative, and
proactive in finding ways to improve processes, products, and services.
 Teejay Communicates the Importance of Individual Contribution: Regularly
communicate with employees to help them understand the significance of their individual
contributions to the organization's success. Highlight how their work aligns with the
overall goals and objectives, emphasizing the value they bring to the organization.
 Teejay Promotes Collaboration: Encourage collaboration and teamwork across
departments and levels. Foster an environment where employees feel comfortable sharing
ideas, insights, and expertise. Collaborative efforts can lead to improved problem-
solving, knowledge sharing, and innovation.
 Teejay Facilitates Open Discussion and Knowledge Sharing: Create platforms and
opportunities for open discussions, knowledge sharing, and learning. Encourage
employees to exchange experiences, best practices, and lessons learned. This can be done
through regular team meetings, workshops, or online forums.
 Teejay Empowers Employees to Take Initiatives: Empower employees by granting them
the authority and autonomy to identify constraints to performance and take initiatives to
address them. Encourage a culture of creativity and risk-taking, where employees feel
confident to propose and implement improvements without fear of negative
consequences.
 Recognize and Acknowledge Contributions: Regularly recognize and acknowledge
employees' contributions, learning, and improvement. Celebrate achievements,
milestones, and innovative ideas. This is done through public appreciation, rewards, or
recognition programs.
 Enable Self-Evaluation: Provide employees with the opportunity to evaluate their own
performance against personal objectives. Encourage self-reflection, self-assessment, and
goal setting. This process promotes personal growth and accountability.
 Conduct Employee Satisfaction Surveys: Regularly conduct surveys to assess employee
satisfaction and engagement. Communicate the survey results transparently, address any
concerns or issues raised, and take appropriate actions to improve the work environment
and employee experience.
Process Approach:
Consistent and efficient results are best achieved when activities within an organization are
understood and managed as interconnected processes that operate as a cohesive system. By
viewing these processes as interrelated and interdependent, organizations can optimize their
performance, improve efficiency, and enhance the overall effectiveness of their operations.
Therefore, Teejay has implemented various activities to achieve this process approach quality
management principle.
 Define Objectives: Teejay has clearly defined the objectives of the system and the
processes required to achieve those objectives. This provides a clear direction and
purpose for the organization's quality management effort. Teejay is using SOPs for each
and every process which carried out at Teejay. This has made a clear direction for the all
the employees in the organization even for the trainees to get a clear idea about the
process from start to end.
 Establish Authority and Responsibility: Assign authority, responsibility, and
accountability for managing the processes within the system. Clearly define roles and
ensure that individuals understand their responsibilities in managing the processes
effectively.
 Understand Organizational Capabilities: Gain a comprehensive understanding of the
organization's capabilities and identify any resource constraints before taking action. This
helps in setting realistic expectations and making informed decisions.
 Analyze Process Interdependencies: Determine the interdependencies among different
processes and assess the impact of any modifications or changes made to individual
processes on the overall system. This ensures that changes are carefully evaluated and
managed.
 Manage Processes as a System: Effectively manage processes and their interrelations as a
system to achieve the organization's quality objectives efficiently and effectively. This
involves optimizing the coordination and integration of processes to achieve desired
outcomes.
 Ensure Information Availability: Ensure that the necessary information is available to
operate and improve the processes. This includes monitoring, analyzing, and evaluating
the performance of the overall system. Access to relevant information helps in making
data-driven decisions and identifying areas for improvement. They are using SAP 4Hana
system and therefore management and operators can get the information about all
developments and batches. This system includes data for several years. This has made the
easy working conditions for the developers, executives, and operators since any data
regarding the production can be found.
  Manage Risks: Identify and manage risks that can potentially affect the outputs of the
processes and the overall outcomes of the quality management system. Proactive risk
management helps in minimizing potential disruptions and ensuring the reliability and
consistency of the system's performance. There is a special department in Teejay which is
known as Risk and Management department in order to identify the risks and get quick
solution for those. This department has done great job during covid time period as well as
the economic crisis time period in Sri Lanka.
 The training and competence development at Teejay Lanka follow a process approach,
aiming to provide a holistic understanding and competence within the organization.
Training programs are designed to incorporate fundamental knowledge from other
departments that are related to the overall process. This approach ensures that trainees are
not only familiar with their specific activities but also aware of the entire process. By
having trainees understand the broader process, Teejay Lanka fosters a comprehensive
perspective among its employees, enabling them to see how their work fits into the larger
picture. This approach promotes collaboration and cross-functional understanding, as
individuals gain insight into how their tasks and responsibilities contribute to the overall
success of the organization.
 Teejay Lanka conducts weekly Key Performance Indicator (KPI) meetings that involve
all department heads. These meetings serve as a platform to evaluate the entire process
and assess whether the targets set for each department, as well as the overall process, are
being achieved. By involving all department heads, a comprehensive review of the
organization's performance can take place. During these KPI meetings, the performance
of each department is evaluated in the context of the entire process. This holistic
evaluation allows for the identification of bottlenecks or issues that may be affecting the
smooth flow of the process. By addressing these issues collaboratively, the organization
can find solutions and optimize its overall performance. Furthermore, the KPI meetings
encourage a holistic view and understanding of the organization's process. By regularly
assessing the performance of individual departments within the broader context,
employees gain a deeper understanding of how their work contributes to the
organization's goals. This approach promotes a sense of shared responsibility and fosters
a collaborative environment within the organization.
Improvement:
Continuous improvement is crucial for successful organizations as it enhances process
performance, organizational capabilities, and customer satisfaction. It allows organizations to
stay ahead, adapt to changes, and seize new opportunities. Ongoing improvement initiatives offer
benefits such as improved performance, proactive risk management, and the ability to drive
innovation. By focusing on both incremental and breakthrough improvements, organizations can
achieve significant advancements and foster a culture of learning and innovation. Improvement
is the lifeblood of organizations, enabling them to thrive in a dynamic and competitive landscape
while meeting the evolving needs of stakeholders.
TeeJay Lanka, as a forward-thinking organization, undertakes several key actions to drive
improvement across its operations and ensure continuous growth. These actions include:
 Promotion of Improvement Objectives: TeeJay Lanka actively encourages the
establishment of improvement objectives at all levels of the organization. By setting clear
goals for improvement, employees are motivated to strive for excellence and contribute
to the company's overall progress.
 Education and Training: TeeJay Lanka invests in the education and training of its
employees at all levels. Comprehensive programs are designed to equip individuals with
the necessary knowledge and skills to apply basic tools and methodologies for achieving
improvement objectives. This ensures that employees are empowered to contribute
effectively to the company's improvement initiatives.
 Competence Development: TeeJay Lanka places great importance on ensuring the
competence of its workforce in promoting and successfully completing improvement
projects. Through targeted training programs and performance evaluations, the company
ensures that individuals possess the required competencies to drive improvements in their
respective areas of responsibility.
 Process Development and Deployment: TeeJay Lanka actively develops and deploys
processes to implement improvement projects throughout the organization. By
establishing standardized procedures, the company ensures consistency and efficiency in
executing improvement initiatives, leading to sustained progress and enhanced
performance.
 Tracking, Reviewing, and Auditing: TeeJay Lanka uses an evaluation process to identify
areas for improvement, learn from past experiences, and refine its improvement
strategies.
 Integration of Improvement Considerations: TeeJay Lanka uses improvement principles
to ensure its products and services meet the highest standards of quality and efficiency.
 Recognition and Acknowledgment: TeeJay Lanka fosters a culture of appreciation and
motivates employees to engage in continuous improvement initiatives.
 Through these actions, TeeJay Lanka demonstrates its commitment to ongoing
improvement, driving positive change, and maintaining its position as a leading
organization in its industry.

Evidence based decision making:

A technique known as "evidence-based decision making" is using the best available data to
support and direct decision-making procedures. It emphasizes the use of reliable and legal data,
information, research findings, and specialized knowledge to make educated decisions and
effectively address problems. This method relies on factual and verifiable evidence rather than
personal beliefs or biases, which can sometimes affect conclusions.
In order to make decisions that are supported by the best available evidence, decision-makers
gather and assess information from a variety of sources, including scientific research studies,
statistical data, case studies, expert opinions, and systematic reviews. Evidence is evaluated
severely for its caliber, dependability, and application to the particular choice or issue at hand.
Teejay also implemented the following steps to achieve evidence base decision making quality
management principle.
 Determining, Measuring, and Monitoring Key Indicators
Teejay Lanka understands the importance of performance measurement in quality
management. They have identified key indicators that provide meaningful insights into the
organization's performance. These indicators may include defect rates, customer satisfaction
scores, on-time delivery performance, and production efficiency. By monitoring these
indicators regularly, Teejay Lanka can assess their progress, identify areas for improvement,
and make data-driven decisions.
 Making Data Available to Relevant Stakeholders
To facilitate evidence-based decision making, Teejay Lanka ensures that all necessary data
and information are readily available to the relevant stakeholders. They have established
robust data collection and management systems to capture and store data effectively. This
enables managers, quality control teams, and decision makers to access accurate and up-to-
date information, enabling them to make informed decisions based on the available evidence.
 Ensuring Data Accuracy, Reliability, and Security
Recognizing the importance of data integrity, Teejay Lanka places great emphasis on data
accuracy, reliability, and security. They implement rigorous data validation processes to
ensure that the collected data is accurate and reliable. Additionally, Teejay Lanka prioritizes
data security by implementing appropriate measures to protect sensitive information,
ensuring compliance with data protection regulations and industry standards.
 Analysis and Evaluation of Data
Teejay Lanka recognizes the need to analyze and evaluate data effectively to derive valuable
insights. They employ suitable analytical methods, such as statistical analysis and process
control techniques, to interpret the collected data. This allows them to identify patterns,
trends, and correlations, providing a deeper understanding of their manufacturing processes
and quality performance.
 Ensuring Competence in Data Analysis and Evaluation
Teejay Lanka understands the importance of having competent personnel capable of
analyzing and evaluating data effectively. They provide training and development
opportunities to ensure that employees possess the necessary skills and knowledge to
interpret data accurately. This enables the organization to leverage the expertise of its
workforce in making evidence-based decisions.
 Balancing Evidence with Experience and Intuition
 While Teejay Lanka emphasizes evidence-based decision making, they also recognize the
value of experience and intuition. They strike a balance between evidence and practical
knowledge by considering the insights gained through years of industry experience and the
intuition of seasoned professionals. This ensures a holistic approach to decision making,
combining the power of evidence with the wisdom gained through practical experience.

Relationship management
The relationship management quality management principle is used in Teejay Lanka to create
and sustain long-lasting connections with stakeholders and to make sure that their quality
management initiatives are successful. To improve organizational performance and meet quality
goals, the company understands the value of including and working with a variety of
stakeholders. How Teejay Lanka uses the relationship management principle is as follows:
 Determining Relevant Interested Parties
Teejay Lanka identifies the relevant interested parties, including suppliers, partners,
customers, investors, employees, and society as a whole. By understanding these
stakeholders and their relationship with the organization, Teejay Lanka ensures a
comprehensive approach to relationship management.
 Establishing Balanced Relationships
Teejay Lanka focuses on establishing relationships that balance short-term gains with long-
term considerations. This approach ensures that the company's interactions with stakeholders
are mutually beneficial and sustainable. Teejay Lanka aims for collaborative and trust-based
relationships that contribute to long-term success.
 Pooling and Sharing Information and Resources
To foster effective collaboration, Teejay Lanka pools and shares information, expertise, and
resources with relevant interested parties. This encourages open communication, knowledge
exchange, and the co-creation of value. By facilitating information sharing, Teejay Lanka
strengthens relationships and enhances the overall quality management process.
 Measuring Performance and Providing Feedback
Teejay Lanka places importance on measuring performance and providing feedback to
interested parties as appropriate. Through regular performance evaluations and feedback
mechanisms, the company ensures transparency and accountability. This facilitates
continuous improvement initiatives and strengthens relationships by aligning expectations
and addressing concerns.
 Collaborative Development and Improvement Activities
Teejay Lanka actively engages suppliers, partners, and other interested parties in
collaborative development and improvement activities. By working together, Teejay Lanka
and its stakeholders explore opportunities for innovation, process enhancement, and quality
improvement. This collaborative approach fosters a culture of continuous learning and
improvement throughout the value chain.
 Encouraging and Recognizing Improvements and Achievements
Teejay Lanka encourages and recognizes improvements and achievements by its suppliers
and partners. The company acknowledges the efforts made by stakeholders in enhancing
quality, innovation, and sustainability. By providing recognition and incentives, Teejay Lanka
strengthens relationships, motivates stakeholders, and fosters a positive environment for
quality management.