TOTAL QUALITY MANAGEMENT IN

NIPPON PAINTS

GROUP NAME:

CHESTLERS

TABLE OF CONTENTS
SR NO

PARTICULARS

PAGE NO

ACKNOWLEDGEMENT

2 | Page

INTRODUCTION

COMPANY PROFILE

BUSINESS OPERATIONS

STRUCTURE

COMPANY INFORMATION

10

FLOW

SWOT ANALYSIS

11

COMPANY POLICIES

12

QUALITY MANAGEMENT

14

15

10

GAP ANALYSIS

16

11

REFERENCES

20

Acknowledgement
First and foremost we thank ALLAH, HE gave us the strength and intelligence to complete
this project. Without HIS care, blessings and guidance, none of this would have been
possible.
We want to thank the Instructors of TOTAL QUALITY MANAGEMENT for their help and
guidelines to complete this project. Also thank you for the recommendation letter to visit
Nippon paints Pakistan Ltd without this it would have not been possible for US to collect
adequate data from Nippon paints Pakistan.
3 | Page

We thank the employees of Nippon paints Pakistan Ltd. who rendered their support by
giving us their precious time and providing us valuable information and filled the
questionnaire, which provided us the basic information.

Company Vision
Renew your world because future is more colorful

Company Mission
To be the partner of first choice for customers and suppliers, ensuring sustained leadership
position in the markets where we compete, delivering long-term business value through a
high performance culture, innovation, ethics and responsible care

Company Introduction
Established in the year 1881 in Japan, Nippon Paint has more than 129 years of history to its
credit, bringing its customers cutting edge coating solutions that meet their most diverse
needs. Nippon is today one of the leading manufacturers in Asia, having rapidly expanded
into many other countries.
Nippon Paint Pakistan marked its successful entry into the Pakistani market on November 5,
2007. Investing more than $25million since the establishment of its first manufacturing
facility, Nippon Paint Pakistan started off with a total manufacturing capacity of 20 million
liters per year with 325 people (single shift working employees). It was established in District
Kasur near Lahore in May 2010 and covered a total land area of 12.02 acres. Authorized
dealers are equipped with the Nippon Paint Color Creations Tinting System, a state-of-the-art
computerized paint system catering to the desires of the most diverse clientele, offering them
to choose from a palette of thousands of colors. The distribution currently spreads from the
far South, Karachi and Gawadar, to the hilly areas of Mingora and ahead.
Nippon Pakistan has his more than 171 outlets in LAHORE only which includes more than
101 in post and about 70 in readymade paint which now is going less and less day by day.
Nippon Paint Pakistan currently has more than1200 outlets nationwide and continues to grow.
Company has no of products with it but most of them are ecofriendly which means no
harmful chemicals. Nippon paint has no of green products with him. Keeping in mind
wellbeing of human this was compulsory for the organization.
4 | Page

Our work goes hand in hand with a sustainable future for all. Formulated with the wellness
of the environment and your health in mind, our Green Choice Series comprises of waterbased, no added lead and mercury, and near-zero Volatile Organic Compounds (VOC)
coatings. VOC refers to harmful chemicals that vaporize into gases at room temperature
which contributes to air pollution and various health problems. These emissions cause
damage to the ozone layer, increase the rate of global warming due to the greenhouse effect,
and contaminate the soil and groundwater. Our low VOC coatings keep unpleasant airborne
chemicals found in conventional paints to a minimum so painting can be done in a
comfortable and safe manner. Whatever your job requires, Green Choice Series offers you a
comprehensive selection of paints and coatings for better coverage and effective results. All
authorized dealers are equipped with Nippon color creation machines which is a
computerized innovative system this system allow customer to choose color from thousands
of color and made available color of their own choice within minutes. Nippon Paint has
specially formulated paint products for the Pakistan market. The five main products of
Nippon paint are in Pakistan are Nippon Brilliance Matt Enamel, Nippon weather bond for
exterior walls, Nippon perfect Emulsion and Matex Gold for Interior walls and Nippon 9000
Gloss finish for Wood and metal products.
Now the main paint of Nippon Paint in under the manufacturing process of paint initially
there are about 300 employees are working. Nippon Paint is the largest and quality paint
manufacturing company in Asia and prominent name in paint worldwide. All certified dealers
are prepared with Nippon Paint Color Creations which is an innovative computerized paint
system which allows the consumer to choose from thousands of colors and the selected color
is made available within minutes. With Nippon Paint Color Creation patrons no longer are
incomplete by the choices of colors as they can decide from our range of thousands of colors,
and the paint will be assorted exact before their eyes. Nippon Paint Color Creations is set
to change the Pakistan paint marketplace. Nippon Paint has particularly formulated products
for the Pakistan market.
The five main products organism, Nippon withstand bond for outside walls, Nippon
Brilliance Matt Enamel, Nippon Perfect Emulsion and Matex Gold for interior walls, and
Nippon 9000 Gloss draw to a close for timber and metal substrate. The special formulation is
the consequence of Nippon Paint's R &D for products to suit the substrate surfaces
uncharacteristic to Pakistan. At the same time, at the bottom of products such as wall sealers,
primers and wall putty are also obtainable. Nippon Paint Pakistan's plant will be equipped
5 | Page

throughout the last section of 2009, and will originally make use of about 300 people.
Production from the stand will be for local utilization and perhaps for export to adjoining
countries. In the temporary epoch, Nippon Paint Pakistan is importing from its Malaysian
plant to meet the present local souk order for its products.

Quality Management in Nippon

For a quality management transformation to occur, a healthcare
organization must focus on education and development,
performance management, and recognition and reward systems
during the first years of implementation. Education and
development are perhaps the most important human resource
management functions when implementing quality management
principles and processes because behavioral changes will be
required at all organizational levels. Specific programs that
support an organization's quality management effort will vary but
should include the conceptual, cultural, and technical aspects of
quality management.
The essence of quality management is to always satisfy the
customer and to continuously improve the services and products the organization offers. The
approach to performance management should therefore rely on customer feedback and
satisfaction. An organization committed to quality management should base its performance
management approach on customer orientation, process improvement, employee
involvement, decision making with data, and continuous improvement.
Nippon Paint constantly sets new industry standards in coating the finest cars. Our specially
developed coatings provide aesthetic superiority and protective quality for enhanced
performance and vehicle life span. In the highly competitive automotive segment, we always
push ourselves further to stay ahead of the competition.

Company Profile & Products

Interior Paint:

Nippon Paint Odour-less Premium all-in-1

Nippon Paint Easy Wash with Teflon
Nippon Paint 3-in-1 Medifresh
Nippon Paint Vinilex 5000
Nippon Paint Smart White

Exterior Paint:

Nippon Paint Sola Reflect

Nippon Paint Weather bond
Nippon Paint Timber Coat
6 | Page

Nippon Paint Solar Shield

Nippon Paint Roof Guard

Wood & Metal Paint:

Nippon Paint Aqua Bodelac

Nippon Paint Bodelac 9000
Nippon Paint Timberlac
Nippon Paint Timber Coat

Automotive Refinish Paint:

NaxPremila 7000 System

NaxPremila 8000 System
NaxPremila Top Coat Clear (9400/9600/9800)
NaxPremila 9800 HP Velocity Clear
Nax Crystal 9905 Mirror Image Clear

Primers, Sealers and Undercoats:

Nippon Vinilex 5170 Oil-Based Wall Sealer

Nippon Vinilex 5101 Water-Based Wall Sealer
Nippon Aqua Primer Sealer Undercoat
Nippon Bodelac Undercoat 9000
Spray Paint
Nippon Paint Pylox

Services

Nippon Paint Professional Painting Services

Commercial services
MOMENTO paint expert service
Social services
Quality product
Provide employment
Provide customer satisfaction

Business Operation

7 | Page

Organization structure
HRM
PURCHASE
FINANCE
TECHNICA
L
CEO

PRODUCTI
ON
TCM
TQM
MARKETIN
G

NORTH
ZONE

SALES

SOTH
ZONE
CENTRAL
ZONE

8 | Page

Departments working in Nippon Paints Pakistan

Human Resource Department:
As we know that putting a right person at a right place at a right time is human resource
management but in our practical life its vice versa. Like every sector or industry or
organization we see that there is a particular department which is specifically for HR purpose.
Mr. Anwar-ul-Haq is leading this department through his expertise for Pakistan and in Lahore
head office Miss Amber Fatima is leading.
9 | Page

Nippon paints philosophy revolves around the Companys Vision and Mission. There HR
Philosophy is firmly grounded in the belief that we must treat all our people uniformly
without discrimination and objectively. Our beliefs are fundamental to our policies. These
are the basic principles on which there business ethos is founded. It is the people policy that
will guide all its businesses, present and future. In order to ensure that their policies do not
violate their philosophy HR department is doing its part.

Purchase Department:
Nippon paint Pakistan has a department which performs the basic function of the purchasing
of all the basic necessities of the organization. In Pakistan Lahore they have Manager
(Ghulam Rasool) he is best for his duties and expertise for this field.

Finance Department:
Finance is all about to think that how to create new areas for generation of finance. Is not
about accounting is about to creating new areas new ways new segments. In Pakistan level
they have Finance Manager(Khuram Shahzad) who handle finance department for Nippon in
Lahore they have Mr. Makhdoom Ali For Lahore head office. He is quite expert for his area
in finance.

Marketing Department:
Marketing department is the department who I responsible for the brand and have about 80%
share for the sales purpose marketing department is responsible for the brand development
and for this purpose they have MR. Sadique Akbar who is brand manager for the Nippon in
Pakistan and in Lahore they have is MR. Hammad Naffes.

National Sales Department:

Sales department is the departments who is the only one who earn for the organization at
Pakistan level Nippon paint have about 165 sales representatives. Of the which only Lahore
have about 86 At Pakistan level Nippon has (Asad Munir) as a manager and Nippon have
divided sales department in to three sections one is north and second is south zone. Third is
central zone. North area is leaded by Manager (Ijaz Ali Khan) whereas south zone is leaded
by Manager (Ali Baig) in Pakistan but in Lahore they have MR. Zeeshan for central zone.

Technical Department:
Technical department in an organization is such department who control all the technical
happenings in the organization normally in production are we have more than one technical
senior same is the case with Nippon paints. They have Technical Trade Manager (Nasira
Hadit) Technical Manager (Amir Hanif) Technical Heavy Duty Manager (Umar Itrat) all of
them are over all Pakistan where as in Lahore they have MR. Hammad Nafees.

Production Department:
10 | P a g e

In production department they only produce products in the factory and supply it. In Nippon
paint they have production plant near KASOUR Lahore where Nippon produces different sort
of bases like (DEEP, ACCENT, TINTANT, PASTEL) they produce different bases in
different packings like as followings

24 litter
4 litter
1 litter

They produce all this packing for the different uses as per requirement. Nippon pains have
Production Department Manager (Sajid Naeem) who takes cares for all the production in
Pakistan.

TCM Department :( Technical Color Machine Department)

Technical color department is the basic asset of the any color company so it needs to be in the
safe and expert hands in this regards Nippon has TCM Manager (Khalid Nasir) at Pakistan
level and in Lahore they have heavy duty color matching machine handled by computers. It
provides best color solution as it is computer in no time.

TQM Department:
Total quality management is the department which is controlled Mam Amber Fatima; she is
the one who controls the quality in Nippon paints. She is the responsible person for the
quality management. Although all the departments are equally responsible but she is the key
person to control production related problems in the products.

Company information flow

11 | P a g e

HRM Director

Manager
Assistants Manager
Exectives
Officers

Marketting
Director

CE
O

Manager
Assistants Manager
Exectives
Officers

Finance Director

manager
assistant manager
accounts exectives
accounts officers

Company Policies & Competitive Strategy

That is the time for Nippons Paint to grow rapidly with the showing of its internal strength to
the market to make the market favorable. Following are the main strategies that will be
helpful for Nippons Paint to get a better market position.

Colors Creation:
Nippon Paint now brings its Computerized Tinting System, Color Creations to Pakistan. It is
a computerized paint system that lets you accurately choose the right shade, hue, tint and
accent of color. All you have to do is choose the type of paint for your specific needs first.
Then choose the color that suits your theme, from more than 3,000 shades available in our
two color collections. The Ambiance color series offers you softer, pastel shades, while the
Evolution color series, gives you richer, bolder ones. Your selected color will then be
analyzed in the color computer and the information is sent to the dispenser. The paint is then
mixed and shaken, to give you the finished product. Its done right before our eyes, in
minutes and in your choice of Nippon Paint. Choosing the right paint and the right color has
never been easier!

Decrease Price:

12 | P a g e

Nippon can add to its sales by decreasing prices of its products and this can be a great
prospect for them to take over the marketplace.

Differentiation Strategy:
Differentiation strategy is that the company makes its products or services differ to the other
companies. Nippons Paint has to provide more values to its consumers, so that it will be
beneficial to become the market leader. Nippons Paint is using differentiation in order to
differentiate its product and services from other key player in paint industry of Pakistan.

Cost Leadership Strategy:

Nippons Paint has to consider its cost to improve its profitability ratio. As the profitability
ratio will increase, Nippons Paint become stronger to invest more. There are number of costs
that the company has to consider, Thats not the right stage to adopt this strategy because
Nippons Paint is recently enter Pakistan market and has to spend more to cover the entire
market through strong promotion of their product and services but Nippons Paint will use
this strategy in near future to compete the market and cover it. Nippons Paint has to be
careful all type of costs.

Focus Strategy:
Focus strategy refers to the focus on the customer, focus on that target market, identify it and
serve them better. Nippons Paint is currently following this strategy in order to meet the
organizational objective. The initial Nippons Paint is targeting the high and middleclass
people the country having ability to purchase quality product by paying it cost but in future
company is also planning to meet the whole need of the nation by providing necessary
product line to the people of Pakistan.

Service Quality Dimensions

RELIABILITY

Dependability in handling customers service problems

Performing services right the first time
Providing services at the promised time
Maintaining error-free records
providing service as promised

Nippon is a reliable as they promises. Nippon gives the same level of satisfaction as they
claimed. At every single use of the Nippon product the customer have the same level of
satisfaction. Nippon is the product which not only emphasis on the product quality but they
also do consider the service quality as well. The level of service that the customer or the users
of the product are satisfied with them; Not only is the team not only the product, Nippon
focusing on the service as well. Which can be seen as a success path. Nippon keeps the record
13 | P a g e

updated at every time. Nippon is providing the services which they promised to their
customer.
RESPONSIVENESS:

Giving customers individual attention

Employees who deal with customers in a caring fashion
Having the customers best interest at heart
Employees who understand the needs of their customers
Convenient business hours

Responsiveness is about the response towards the end user. Nippon is the very much
responsive towards their customer. If there occurs any probe Nippon resolve it on the place.
Nippon try to resolve the problem on the spot because of the customer service quality
improvement. This is the survey selected by the chiselers. The very interesting fact was that
the Nippon is very much keen towards its customer service quality. And believe in the
continuous service factor. Which can lead them towards the better competitive edge.
ASSURANCE:

Employees who instill confidence in customers

Making customers feel safe in their transactions
Employees who are consistently courteous
Employees who have the knowledge to answer
customer questions

Nippon is not only making his services with the better and with well talented people but also
with the use of the technology. Nippon as we had already mentioned Nippon is very much
keen towards its customers. So they use technology to remove error and make products the
error free. If the technology at first not responded or the technology itself cause some
problem they make it sure to help the customer by the agent. They facilitate the customer.
Satisfy the end user. They gets the feedback on the services provided because they really care.
They make it sure that the same problem could not occur again. For them assurance (is 100%
services with 100% error free).
EMPATHY:

Employees who deal with customers in a caring fashion

Having the customers best interest at heart
Employees who understand the needs of their customers
Convenient business hours
Giving customers individual attention

Empathy is about putting yourself in the feet of other. In this company we can see this that
Nippon every time try to be with its customer as well as with its employees. At very time at

14 | P a g e

every problem they immediately responded towards the problem. Nippon gives the
individuals. For the ipso facto every time keep in its mind or in view the end user.
TANGIBILITY:

Modern equipment
Visually appealing facilities
Employees who have a neat, professional Appearance
Visually appealing materials associated with the service

Tangibility normally means that the thing or service with can be touchable having physical
appearance. Same if we consider that into the Nippon services. It works in there. They
provide services to the ultimate with the help of technology. If technology gets fail to provide
relief/immediate relief they have a quick response hotline or customer complain services
which resolve the problem within 24 hours they try to make the services tangible through the
agents/representatives service.

SWOT Analysis
Strengths
The main strength of Nippons paint is its
affiliation with Nippon paint Japan and its latest
technology. Through latest technology and Color
design machine 13,000 shade are offered in
Nippon paints by two special Color collections.
additional strong point large number of color and latest color
scheme. Nippon paint is present with more than 1,000 colors,
Value of its item for consumption is also key strong point
paint is given that high range of products. Its
than good and best in paint. Nippon is using totally
computerized system to make color of every
imagination.
Advertisements, Brand awareness, Research and
development

An
collection
shades and hues.
because Nippon
odorless is more

Weaknesses
Number of dealers:
Nippons paint has only a few dealers in Pakistan which amount is only 250.of the which 171
is in Lahore and dealing Lahore only 2 of them in SARGODHA and only one is in
SAIKHUPURA.
1. Competition between agents
15 | P a g e

2. Communication gap
Price factor:
Cost issue is also one more fault of Nippons paint since its competitors are offering smaller
amount prices and other nice-looking incentives to their clientele so it has to give heaviness
age to this issue Although it is low cosseted but still not enough.
Promotion:
Promotion is most significant device is order to be a focus for client to your creation but
Nippons paint support not up to the smear still it not recognizable to general public to
amount.
A base problem:
As we know that A base colors are dark shaded and there is a technical problem in them that
they left some lines (lass) in them so it will not become clear as Nippon claims.
Quality customization:
Nippon does not offer quality customization which is not good sign because there
competitors are offering same.

Opportunities
Increase promotion
It has opportunity to add to its endorsement in order to get act together with people and to
augment their sales volume.
Nippon has recently entered the market it should increase their promotion rapidly and should
invest on it in array to build their creation familiar to their clientele.
Increase coverage
Nippons paint has opportunity to increase its reporting through the nation in order make its
products accessible to clientele.
Introduction of polish shades
Nippon has an opportunity that they can offer polish shades to their customers rather no other
is offering same other than only one (NIPPON)

Threats
16 | P a g e

Increase competition:
The competition is very high and is rising in this business, a lot of key players and local
niches are present there in the market and will stiff time for them. Nippons paint needs to
capture this reason into relation.
Political instability:
It is another major threat for all the industry present in the Pakistani market .Now a days
political instability in our country as at its peak and this factor will influence all the
businesses not Nippons paint is affected by it.
PEST ANALYSIS
Political-Legal factors:Political Instability Since the independence in 1947, Pakistan has
continuously faced political instability. The political
instability has led to uncertain environment in
country, which is a threat for any business
including NIPPON Paints.

the

Inconsistency in Rules & Regulations The rules and

regulations are changed quite frequently due to changes
in the government that effects the business flow
for any company. E.g. the last government had
introduced subsides for the chemical sector but now the current government is
planning to finish all subsides.
Law & Order Situation The law and order situation is crucial as it has causes
serious disruption on business activity. The bombing and military operations have
had an adverse effect on the confidence of foreign investors.
Taxation Laws the government is providing relief to the paint industry. There is a
10% reduction in the central excise duty on paint products.
Economic Situation:
Economic conditions are not very sound. The rising political instability has led to
economic instability as well.
Inflation remains the biggest threat to the economy. The surge in global petrol
prices and thus local petrol prices hurt the buying power of consumers that
reduced the demand for products. Due to inflation the cost of doing business has
also gone higher. If Pakistan keeps on getting better grants and loan waivers or if
any other economy boosting factors such as controlled inflation rate and
economic growth take place, it will benefit the entire industry including NIPPON
Paints.

17 | P a g e

Unemployment The unemployment rate is going up and up which has increase

the level of poverty thus further reducing the buying power of the people.
Social-Cultural factors:Western Life Style Increasing globalization has amplified the influence of
Western Culture in Pakistan. The lifestyle of Pakistani people is changing
rapidly. People are more conscious about their houses presentation.
Population to meet the demands of a rapidly increasing population, there is an
increase in the number of construction projects in Pakistan which is a positive
sign for NIPPON Paints.
Technological factors:Latest Technologies Companies have technology with which they can have a
competitive advantage in the Pakistani market. Companies are investing in the
infrastructure to not only expand but also to upgrade their existing structure.

Quality Management in Nippon

Kaizen:
As we know that kaizen is the continuous process of improvement. For this purpose Nippon
had hired a quality skilled team. They had adopted the basic principles of kaizen application.

They had prepared people to accept change for the betterment.

They had prepaid people to think of how to do it and not why it cannot be done
They had made people to not make excuses
They had prepaid people for the betterment.
They had delivered this concept to correct mistakes at once

Kaizen ideas are infinite

Kaizen is not the only one in the Nippon to keep the performance and the quality up they had
adopted the several methods to retain the quality. They do not use the bookish terms instead
they had used that they use to work with quality they have believe in that provide low but
proved quality one. Kaizen is the process of improvement to the success for the
organizations. They had the team which does not believe in (GO SLOW). Kaizen applications
can be seen in the whole of Nippon paint production plan. They are in the kaizen stage where
they consider themselves as that they had to improve even they are in better stage. As per the
Resource Person they believe in this line that (Good Is the Enemy of Great)
Kaizen is a small step toward doing a better job in a more efficient way.

Chain Quality Management

18 | P a g e

They had adopted the chain quality management not the various quality sections this chain is
described in this manner which is as following.
Improve Quality:
Nippon paints believe in continuous improvement (KAIZEN) this is
because of kaizen that Nippon has introduced the finest quality product
like SPOTLESS, MOMENTO and many more are in line because they
are searching on it.
Decrease Costs:
As we know that market is saturated with no of brands local or MNC brands but still Nippon
is giving a very tough completion to its rivals like mentioned below. Nippon is leading
market with low cost and it also has the differentiation strategy for the market in premium
products. And focused strategy for its employees. This is how Nippon is leading market with
low cost.
Improve Productivity:
As we had visited Nippon production plant we know that Nippon is using the technology
which no other company has right now it any rival di have the same technology they offer
their product at too much cost . Nippon has improved his productivity through the Japanese
technology and through its logistics as well
Increase Market:
Nippon as a product has lead the market towards a new era of innovation by its some quality
products like. SPOTT LESS, MOMENTO. Nippon has increase its market in vitals or in
messes. Now if any rival/competitor has to compete them has to launch the products like
Nippon paints Pakistan.
Provide More Jobs:
Nippon is also performing its social corporate responsibility to provide employment in the
society. Nippon has more than 175 branches sales wise and have more than 3 zones which are
filled with no of sales executives. In this way Nippon is paying is part in society.

5S
The 5S Process, or simply "5S", is a structured program to systematically achieve total
organization, cleanliness, and standardization in the workplace. A well-organized workplace
results in a safer, more efficient, and more productive operation. It boosts the morale of the
workers, promoting a sense of pride in their work and ownership of their responsibilities.
5S stands for five Japanese words with initial.

Seiri
Seiton

sort
set
19 | P a g e

Seiso
Seiketsu
Shitsuke

shine
standardize
sustain

In Nippon head office we can see the all components all the s are applied over there.
Everything was properly managed. They just not give the name of the activity as 5s but they
do perform that activities on daily basis.
Five S offers several key benefits. In general, the Five S approaches:
Controls the work floor conditions rather than the worker's behavior Is relatively inexpensive
for the company to implement. Makes the worker's job easier and safer; Promotes daily
activity for continuous improvement; Fosters efficiency and productivity while improving
work flow encourages a proactive approach that prevents problems and Waste before they
occur; provides a practical method for dealing with the real problems that Workers face every
day. Fit with facility efforts, such as total preventive maintenance, Justin- Time
manufacturing, pollution prevention, safety initiatives, and Lean manufacturing efforts.
Nippon paints do focuses on the quality and the health of the customer. Because as our vision
is about to provide the best service quality to our ultimates and to our employees.

Gap Analysis
In the management literature, gap analysis is the comparison of actual performance with
potential or desired performance. If a company or organization does not make the best use of
current resources, or forgoes investment in capital or technology, it may produce or perform
below its potential.

HR policies
Grading structure
Performance management
Seiso (shine) policy

HR Policies:
Right now Nippon must have to move towards the stage of the employee champions which is
not there. it is a so far we can say this a gap because they are working as per their structure
and setup but they must have to consider this thing as well otherwise they will lose market
because of their employees .

Grading Structure:

20 | P a g e

Nippon is now moving towards their reporting structure from traditional small structure to
grading structure which is not properly installed which has to be operational soon otherwise it
could be a cause of loss as well.
ERP System:
Nippon right now is using an enterprise resource planning system of SAP they must have to
use the customized ERP so they will not bear the additional cost of different additional
modules.
Performance Management:

Biasness
Time consuming
Power break down

Biasness is a major factor in performance evaluation same is the case in Nippon Pakistan.
They must eliminate this factor to get the right data and right feedback from its employees.
When it comes to performance evaluation in Nippon, it is done manually which takes a lot of
time. And there is a chance of corruption as well in the organization data feedback. Feedback
must have to be electronically gathered which will take less time and data will be legitimate
and can easily be presented to the higher management in no time and problems can easily be
detected.
Loopholes in SEISO (shine):
There was no proper implementation of 5S. We went through the data with. These files were
not properly managed. The cleanliness was also not up to the mark. This all has been
evidenced in Marketing Department. Whereas SALES, HR, PURCHASE, TCM most of
departments are following this concept of 5S in their areas.
Gaps in HR department & non-HR department and how to improve them:
We surveyed people of HR in the Nippon Paints Pakistan. We interviewed
from the HR Manager there. We had decided to go for survey in other than
HR department we survey all the other departments rather than HR and
we had find some loopholes in them
Some of the loopholes were identified in our survey are as follows

HRIS
Talent acquisition
perks
back tracking
Retirement benefits
Performance appraisals
Recognition, rewards, and incentives
21 | P a g e

Pre-employment and employee testing

Operates with significant guidelines and principles. It has developed

significant HR functions that still need improvement. It can improve its HR
functions with the help of significant HR recommendations.

1. The first loophole between the HR manager and non- HR manager

was related to the place and facilities given to the employees. At
this point both the HR manager and other people were dissatisfied
with it. So it is the responsibility of the top management to
overcome this problem.
2. Employees were having comfort over the formalities as they are
following the basics and are well aware with the leave forms and
different sort of forms.
3. There was a significant gap related to ERP systems working in the
organization. There is not using a proper ERP system instead of
using the customized they are working ion as whole of ERP.

Recommendations:

References
http://www.nipponpaint.com.pk/
http://www.nipponpaint.com.pk/corporate/contact-us/
http://www.lahoreindustry.com/nippon-paint-pakistan-pvt-ltd-co13803
http://www.nipponpaint.com/

22 | P a g e

Questionnaire on Customer Experience with HR Department Service/HR

Policies

Respondent Basic Information

Gender: (circle one):

Male

Age Group: (circle one):

20-30

31-40

Service (circle one):

Full time Employee

Female

41-50

Over 50

Contractual /Part-time

Intern

23 | P a g e

Experience (circle one):

1-2 Year

3-5 Years

6-10 years

more than 10 years

Qualification:

BA/BSc/B.Com

MBA/BBA/MS

Other:

36k 50k

51k 75k

..

Pay Group:

20,000 -35000

above 75,000

Respondents Responses about HR Service in this company:

Please think about your feelings about Quality of Services delivered by HR

department (training, recruitment, loan approval, leave posting etc.)

How do you rate your total experience with HR department? (Check only one)
______ I have an excellent experience with HR when request any work/avail
services
______ My experience with them is quite good
_______ When we request any work/avail services, my experience has been just
ok
_______ When we request any work/avail services, my experience has not been so
good
_______ My experience is bad.

Statement

Strong
ly
agree
(no
doubt)

Sligh
tly
agre
e
("yes
")

No
stron
g
opinio
n
(in
middl

Sligh
tly
disag
ree
("
no")

Stron
gly
disagr
ee
("No
way")

24 | P a g e

e)

1. At this place, the facilities (building, work area, meeting room,

interview waiting areas etc.) are attractive and comfortable
2. HR formats like Leave form, Appraisal form, interview form are
easy to fill and understand
3. HR department is using computer applications (ERP) to
4.

manage their routine work

HR Dept./HR employees are very knowledgeable and

professional
5. Services response on our request (like hiring,
training/offnipponal visit arrangements) are very prompt
6. HR Employees are readily available to answer questions,
information on polnippones and discuss concerns
7. The reports sent by HR department (overtime, attrition rate,
appraisal data) are very comprehensive and accurate
8. HR department arranges policy revision (HR policies) to
address emerging needs & problems faced by the employees.
9. HR Services are consistent every time I experience
10. HR Employees really work to satisfy company HR resources
(to the extent comes under authority/control)
11. HR Employees/Dept. give personal attention whenever I face
HR related problem
12. Other employees I come across closely are also satisfied with
HR services
13. HR department mutually work with us to identify employee
performance gap and then address these
14. HR polnippones and structure here at this company motivated
us to continue work here.
15. HR dept. analyze company-wide HR skill gap and arranges
sessions to bridge this

Focus only on the services of HR department you mentioned above.

Thank You very much for your time.

25 | P a g e

26 | P a g e