Mumtaz Co. is popular because of its quality design. Majority of current customers are Mumtaz Co.’s regular customers. Feedback received indicates that satisfaction on quality of design and quality of conformance has made Mumtaz Co.’s products to be on demand. Mr. Faeez is thinking to open a new branch in Muscat. He plans to transfer a few senior staff to lead the operation in the new branch. “This is the first day you are here after the last 3 months I saw you Mr. Faeez”, said Mr. Idrees before Mr. Faeez starts a meeting. Mr. Idrees is a team member of Mr. Ahmed, Mr. Basheer, Mr Chuky and Mr. Darwish who are from Production section, the same work area. They are committed and loyal to Mumtaz Co.. Any problem in the production section, they will meet and discuss to find possible solutions. It is common for them to have a small discussion while having coffee once a week. They are willing to contribute for the sake of performance, self-satisfaction and customer satisfaction. In the meeting, Mr. Faeez is presented with reports from all departments. However, his most concern is on reduced of 18% sales. He wants an immediate report on what are causes of reduction in sales. Mr. Idrees is responsible to analyze the causes. Analysis is done by Mr. Idrees based on trouble Ticketing System (TTS), a system that record customers’ queries, complaints and feedback from Customer Relationship Management (CRM) department. Analysis shows that 25% of queries is on delay in receiving service after sales. 15% complaining delay in delivery, and 10% is on no staff entertaining calls. The rests are positive comments and inputs on design. 10% of employees in Customer service are those new employees, some of them are part timers. They are also given multitasking jobs to support other staff. They were briefed on quality procedure during their first month in Mumtaz Co.. A few mistakes were detected last month, which were due to noncompliance with certain procedures which results customers’ complaints. “Such mistakes should not be repeated, I will appoint another task force to do inspection, and we will revise the quality procedures if necessary. Quality should be everybody’s concern”, said Mr. Faeez.

Evaluate whether Mumtaz Co. has barriers to achieve quality. Justify with 2 (two) reasons. Who are considered members of quality circle? Based on your analysis, suggest four (4) improvements that Mumtaz Co. has to do with regards to quality to improve sales and company reputation.