MGT613 Production Management GDB Solution Fall 2012

AL SAIF shopping mall was established in 2006 in Pakistan’s historical and cultural city Lahore, a city of over 8 million people and it enjoys the trust and confidence of over millions of customers annually. AL SAIF shopping mall introduced two large shopping malls in the prime business location of Lahore.
As the city is expanding and population is growing the management of AL SAIF shopping mall are trying to open new branches in other areas of the city as well before such expansion they have decided to introduce the concept of TQM in their business. The motive behind this decision was to ensure that there is a continuous improvement in the product and service quality and ultimately better compete in current competitive environments.

In order to compete with the rivals what would be service quality dimensions which should be of prime focus of the management of AL SAIF shopping mall? Also enumerate different costs of quality in respect of super store services.


Here are the some service quality dimensions which should be focused by the management of Al SAIF shopping mall:


  • Performance
  • Reliability
  • Responsiveness
  • Durability
  • Convenience
  • Quality Assurance
  • Tangibles
  • Empathy
  • Time
  • Courtesy

Some costs that are associated with quality:

  • Process Control
  • Legal Judgments
  • Rework
  • Scrapped Forms
  • Inspection costs
  • Training Costs
  • Quality Planning
  • Peer review
  • Supervision
  • Customer comment card
  • Data collection
  • Data Analysis
  • Supplier evaluation

Service quality dimensions
Service Quality is the Result of a Complex network of several dimensions,
The importance of quality in services can not be understood. Service is a social act which
takes place in direct contact between the customer and representative.
In order to compete with the rivals the management of AL SAIF shopping mall
should must focus on following important quality dimensions.

1. Reliability
Reflects the service providers’ “ability to perform service dependably and
accurately” Its also include “doing it right the first time” which is one of
the most important service components for customers.
2. Tangibles
Consist of the “Appearance of physical facilities, equipment, personnel
and communications materials”
3. Responsiveness
Represent the “willingness to help customers and prompt service” it has
said “today luxury is time”
4. Assurance
Reflects the “knowledge and courtesy of employees and their ability to
inspire trust confidence”
5. Empathy
Involves the “caring individualized attention the firm provides its

Costs of quality in respect of super store services
1. Appraisal Costs
Costs of the inspection, testing, and other task to ensure that the services
or product is acceptable
2. Prevention Cost