Abstract:
This thesis aims to find out the impact of process management on performance of firm in terms of profit maximization by reducing cost element of profit. Process management is one of twelve elements of Total Quality Management (TQM), which itself is the latest approach of managing quality; one of the key factor involved in maximizing profit. Research is conducted in two tiers. Tier one focuses on “strategic fit” of the company i.e. whether company is producing which is being demanded by customers and whether it is producing in most efficient way. This tier one of research is pre requisite of tier two. Tier two focuses on the implementation of one element of TQM content process management in study organization i.e. Makkays; a Pakistan based company which deals as merchant in imported electrical devices and also provides solutions regarding problems faced by customers while using those products. As per literature review process management which is independent variable has three sub variables, namely process time management, process cost management and process quality management. Dependent variable is overall cost of doing business. Questions based on sub variables of each sub variable were asked by number of participants including customers, suppliers and employees from different departments. Result of the research shows Makkays is weak ii in process cost management which is sub variable of independent variable; process management. Interview with top management was conducted to find out reasons behind this weakness and problems identified are conflict among front line employees and low concern for economies of scale. In recommendation part researcher advised to solve out these two issues as soon as possible.
