Business Schools in Karachi have realized the importance of teaching the future business leaders importance of customers satisfaction. For example at College of Business Management Total Quality Management & Productivity is being taught for over five years which was well demonstrated recently when CBM conducted Karachi Medical & Dental College entrance examinations .Based on the survey carried out after the examinations it was the opinion of the students that the examination was very well managed and the standard of papers was well within the intelligent grasp of students. The answer sheet of the student and key of all the questions was provided after the examination making student their own examiner. Well done CBM.

Karachi Medical Dental College the only college of its kind which right from the start of the college has made Merit nothing but Merit its admission policy based on entrance examination which was later adopted by other Medical Colleges in the country. The credit for admission on merit goes to MQM with whose effort the college came into existence the successive PPP and Pakistan Muslim League governments gave their support to the college which is on its way to becoming a center of Excellence. The lady principal of the college is a Gynaecologist who is trying to make the difference.

SUGGESTION SYSTEM IN HEALTH ORGANIZATIONS

One of the way Civil Hospital, Jinah Hospital, Abbassi Shaheed and others can improve is by installing a Suggestion system in their set up and make it a Success

In the fall of 1987 leaders from twenty-one health care organizations and an equal number of industrial quality experts came together at a meeting in Boston to launch the National Demonstration Project on Quality Improvement in Health Care (NDP). Continuous Improvement teams include staff were set up at the working level so that they become involved in the quality improvement effort. A properly constructed employee suggestion system can be a great motivator.

The overall goal of the Employee Suggestion is to encourage, recognize, and reward organization employees for their innovative and creative ideas and problem-solving.

The Employee Suggestion Program encourages employees to exercise creative judgment and initiative beyond that required by their normal job duties, and to submit ideas as suggestions.

Additionally, the suggestion process establishes a climate within organization agencies that encourages open communication of ideas and maximizes employee talents.

If we analyze current suggestion system at leading health care organization in Karachi we find Increase employee involvement Increase innovation within the institution. Inspirit employees become more creative Identify cost saving and waste reduction Increase communication among employees. This suggestion can solve small or big problems and deal with waste to save time, cut cost, enhance revenues, minimizing waste or improve a work process resulting in internal or external customer satisfaction. All regular fulltime and part time faculty and staff members of the health care organization can participate in the suggestion system.

The suggestion process includes the submission of suggestion form to the immediate supervisor/ departmental head. The suggester will get the acknowledgment of receipt of suggestion by the immediate supervisor/ departmental head on the working day of submission of suggestion. If the suggestion pertains to the work area of the suggester, the department head will discuss with suggester within five working days. If the suggestion is adoptable at the departmental level, the department head will take measures to implement the suggestion within 30 working days. If structural/ system changes are involved, a longer reasonable time frame to implement the suggestion is considered.

The single most important thing that management can do to increase the number and quality of suggestions submitted is to increase the number of suggestions involved with a proper reward system. Cash award in form of meal coupon and annual awards can be given to the best Suggestion Management Team (SMT).

LEARNING HOW SUGGESTION SYSTEM WORKS AT TOYOTA.

The Toyota Suggestion System is highly successful Suggestion System. Suggestions are there for improvement are actively sought and rewarded by the company management with the support of front line supervisors, which make every effort to encourage employees to submit good ideas they might have for improvement. The average number of suggestions submitted by each employee per year is close to 50 or one suggestion per employee per week! .

The basis for Toyota suggestion system is People like to be heard and counted. They want normally to influence things at their place of work by having their suggestions accepted and adopted.

Finally suggestion system is one of the most important tool of TQM. At TOYOTA it is playing wonders why cant it work in health care organizations here, when Aga Khan Medical College can use it successfully the others can do it. Quality begins on the inside... and then works its way out.

SUGGESTIONS AT WORK

1. Dear management, as an employee, I am your customer.
2. Therefore u r supposed 2 understand my needs.
3. And exceed my expectations.
4. Please keep this in mind when you do my next pay cheque and make sure my wife doesn't know.