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SURVEY QUESTIONNARE
Q.1. Have you done any kind of innovation over the period of last 3 years. If “Yes” then please encircle below and proceed with next sections. (You can select more than one option).Product innovation Process innovation Marketing innovation Administrative innovation
Strongly Disagree (SDA)
Disagree (D)
Neutral(N)
Agree(A)
Strongly Agree(SA)
1 2 3 4 51
(SDA)
2 (D)
3(N)
4(A)
5(SA)
1) Top management actively participates in quality management and improvement process.
☐ ☐ ☐ ☐ ☐
2) Top management strongly encourages employee involvement in quality management and improvement activities.
☐ ☐ ☐ ☐ ☐
3) Top management discusses many quality related issues in the top management meetings.
☐ ☐ ☐ ☐ ☐
4) Top management pursues long term business success.
☐ ☐ ☐ ☐ ☐
5) Degree to which organization top management (top organization executive and major department heads) is evaluated for quality performance.
☐ ☐ ☐ ☐ ☐
6) Extent to which the organizational top management has objectives for quality performance.
☐ ☐ ☐ ☐ ☐
7) Degree to which the organizational top management considers quality improvement as a way to increase profits.
☐ ☐ ☐ ☐ ☐
8) Our organization has been customer focused for a long time.
☐ ☐ ☐ ☐ ☐
9) Our organization always conducts market research in order to collect suggestions for improving our products.
☐ ☐ ☐ ☐ ☐
To what an extent were the following practices implemented and practiced in your organization. Please (X) in the most appropriate box with reference to the following scale:
10)Our organization has precise knowledge of customer expectations.
☐ ☐ ☐ ☐ ☐
11)Our organization collects extensive complaints related information from customers.
☐ ☐ ☐ ☐ ☐
12)Our organization has a well-established policy on customer service.
☐ ☐ ☐ ☐ ☐
Strongly Disagree (SDA)
Disagree (D)
Neutral(N)
Agree(A)
Strongly Agree(SA)
1 2 3 4 51
(SDA)
2 (D)
3(N)
4(A)
5(SA)
13)In our organization, the customer compliant management system is effective in settling customers complains quickly.
☐ ☐ ☐ ☐ ☐
14)In our organization, customer’s claims are being settled through customer service system as soon as possible.
☐ ☐ ☐ ☐ ☐
15)In our organization customer complaints are being systematically analyzed and discussed.
☐ ☐ ☐ ☐ ☐
16)In our organization customer satisfaction related surveys are conducted regularly.
☐ ☐ ☐ ☐ ☐
17)We frequently are in close contact with our customers.
☐ ☐ ☐ ☐ ☐
18)Our employees know our customers. ☐ ☐ ☐ ☐ ☐
19)Our customers give us feedback on quality and delivery performance.
☐ ☐ ☐ ☐ ☐
20)Our customers visit our office or workplace. ☐ ☐ ☐ ☐ ☐
21)Organizational strategies are developed through the analysis of competitive environment.
☐ ☐ ☐ ☐ ☐
22)This organization has a comprehensive and well-structured planning process which regularly sets and reviews long term and short term goals.
☐ ☐ ☐ ☐ ☐
23)This organization includes continuous quality improvement in planning process.
☐ ☐ ☐ ☐ ☐
24)Organization ensures that strategic plans (and tactical plans) are linked to quality values.
☐ ☐ ☐ ☐ ☐
25)My organization has a mission statement which is communicated throughout the organization and is supported by the employees.
☐ ☐ ☐ ☐ ☐
26)My organization always incorporates supplier capabilities as well as needs of other stakeholders including community when we develop our plans, policies, and objectives.
☐ ☐ ☐ ☐ ☐
27)Organization strategy, functional strategy and operational strategy are all integrated as a coherent whole.
☐ ☐ ☐ ☐ ☐
28)This organization’s vision and long term strategic planning are closely integrated.
☐ ☐ ☐ ☐ ☐
29)In my organization, the short term strategic planning and long term strategic planning are closely integrated.
☐ ☐ ☐ ☐ ☐
30)The organizational strategic planning, portrays competitive advantages of the products and services compared to competitors.
☐ ☐ ☐ ☐ ☐
Strongly Disagree (SDA)
Disagree (D)
Neutral(N)
Agree(A)
Strongly Agree(SA)
1 2 3 4 51
(SDA)
2 (D)
3(N)
4(A)
5(SA)
31)In this organization there is availability of key performance figures for analysis and decision making.
☐ ☐ ☐ ☐ ☐
32)Our organization analyzes all work processes and systems.
☐ ☐ ☐ ☐ ☐
33)Our organization formally benchmarks direct competitors (products, services and processes).
☐ ☐ ☐ ☐ ☐
34)In this organization there is knowledge, availability, access and collection of data.
☐ ☐ ☐ ☐ ☐
35)Our organization has undertaken benchmarking relative to cost position.
☐ ☐ ☐ ☐ ☐
36)Quality data (for example, error rates, defect rates, scrap, and defects) is available in our organization.
☐ ☐ ☐ ☐ ☐
37)Quality data (for example, error rates, defect rates, scrap, and defects) is timely.
☐ ☐ ☐ ☐ ☐
38)Quality data (for example, cost of quality, defects, errors, scrap, etc.) is used as a tool to manage quality.
☐ ☐ ☐ ☐ ☐
39)In this organization quality procedures are available to ensure the reliability and improvement of data gathering.
☐ ☐ ☐ ☐ ☐
40)In this organization employees deliver and collect data and information from customers, suppliers and employees via user friendly electronic means.
☐ ☐ ☐ ☐ ☐
41)Our organization has ability to monitor all production/service processes to improve quality.
☐ ☐ ☐ ☐ ☐
42)In our organization inspection, review, or checking of the work is automated.
☐ ☐ ☐ ☐ ☐
43)We usually meet the production schedule every day.
☐ ☐ ☐ ☐ ☐
44)In our organization, the work processes are automated.
☐ ☐ ☐ ☐ ☐
45)In our organization we use quality techniques (e.g., statistical techniques) in order to reduce variance in processes.
☐ ☐ ☐ ☐ ☐
46)Our organization ensures that process design is “fool proof” and minimizes the chance of employee errors.
☐ ☐ ☐ ☐ ☐
47)Our organization conducts a thorough review of new product/service design before the product/service is produced and marketed.
☐ ☐ ☐ ☐ ☐
Strongly Disagree (SDA)
Disagree (D)
Neutral(N)
Agree(A)
Strongly Agree(SA)
1 2 3 4 51
(SDA)
2 (D)
3(N)
4(A)
5(SA)
48)Our departments fully participate in the product/service development process
☐ ☐ ☐ ☐ ☐
49)The quality of new products/services is emphasized in relation to cost or schedule objectives.
☐ ☐ ☐ ☐ ☐
50)Productivity is considered during the product/service design process
☐ ☐ ☐ ☐ ☐
51)Employee satisfaction is formally and regularly measured.
☐ ☐ ☐ ☐ ☐
52)Reward and recognition system within the organization rewards relationship and task accomplishment based on work quality.
☐ ☐ ☐ ☐ ☐
53)Our organization has organization wide training and development process for all our employees.
☐ ☐ ☐ ☐ ☐
54)Employee’s flexibility, multi skilling, and training are actively used to support performance improvement.
☐ ☐ ☐ ☐ ☐
55)Our organization has maintained both top down and bottom up communication process.
☐ ☐ ☐ ☐ ☐
56)Our organizations compensation system encourages teams and individuals contributions.
☐ ☐ ☐ ☐ ☐
57)Our organization maintains a work environment that contributes to the health, safety and well-being of employees.
☐ ☐ ☐ ☐ ☐
58)Our organization provides employees with feedback on their quality performance.
☐ ☐ ☐ ☐ ☐
59)Hourly/non-supervisory employees participate in quality decisions.
☐ ☐ ☐ ☐ ☐
60)Building quality awareness among employees is ongoing process.
☐ ☐ ☐ ☐ ☐
61)Employees recognize superior quality ☐ ☐ ☐ ☐ ☐
performance.62)Our organization maintains long-term relationships
with suppliers.☐ ☐ ☐ ☐ ☐
63)Our organization has reduced the number of suppliers since implementing quality management and/or JIT purchasing.
☐ ☐ ☐ ☐ ☐
64)Our organization selects suppliers based on quality rather than price or delivery schedule in order to improve organizational performance.
☐ ☐ ☐ ☐ ☐
65)Our organization evaluates suppliers according to quality, delivery performance, and price, in order to improve organizational performance.
☐ ☐ ☐ ☐ ☐
66)Our organization has a thorough supplier rating system.
☐ ☐ ☐ ☐ ☐
Not at all Low Average High Extremely high
1 2 3 4 51 2 3 4 5
67) My organization is very receptive to new ways of doing things. ☐ ☐ ☐ ☐ ☐
68) In this organization people are not penalized for new ideas that do not work. ☐ ☐ ☐ ☐ ☐
69) My organization encourages individuals to adopt their own approach to the job. ☐ ☐ ☐ ☐ ☐
70) Program/project managers promote and support new ideas, experimentation and creative processes.
☐ ☐ ☐ ☐ ☐
71) My organization pays close attention to the development and utilization of new resources.
☐ ☐ ☐ ☐ ☐
72) My organization facilitates in improving communication between departments. ☐ ☐ ☐ ☐ ☐
73) My organization stresses on team work among all departments. ☐ ☐ ☐ ☐ ☐
74) My organization communicates how each person’s work contributes to the firm’s “big picture”.
☐ ☐ ☐ ☐ ☐
75) My organization strictly follows rules and regulations in its operation (R). ☐ ☐ ☐ ☐ ☐
Please read each descriptive statement carefully and indicate your choice by ticking [X] the appropriate boxes that best describes these practices in your organization
Please assess the extent of these practices in your organization. Please (X) in the most appropriate box with
reference to the following scale:
in the last three years.Not at all Low Average High Extremely
high1 2 3 4 5
1 2 3 4 5
76) In this organization routines, procedures and processes employed to execute firm activities are renewed in an innovative manner.
☐ ☐ ☐ ☐ ☐
77) Our organization renews its structure to facilitate teamwork.
☐ ☐ ☐ ☐ ☐
78) Our organization renews its structure to facilitate coordination between different functions such as marketing and manufacturing.
☐ ☐ ☐ ☐ ☐
79) Our organization renews its in-firm management information system and information sharing practice.
☐ ☐ ☐ ☐ ☐
80) Our organization renews its structure to facilitate project type organization.
☐ ☐ ☐ ☐ ☐
Not at all Low Average High Extremely high
1 2 3 4 51 2 3 4 5
81) Our organization renews its structure to facilitate strategic partnerships and long-term business collaborations.
☐ ☐ ☐ ☐ ☐
82) Our organization renews its production and quality management systems.
☐ ☐ ☐ ☐ ☐
83) Our organization renews its supply chain management system.
☐ ☐ ☐ ☐ ☐
84) Our organization renews its human resources management system.
☐ ☐ ☐ ☐ ☐
85) Our new products differ substantially from our existing products.
☐ ☐ ☐ ☐ ☐
86) We introduce radical product innovations into the market more frequently than our competitors.
☐ ☐ ☐ ☐ ☐
87) Our percentage of radical product innovations in the product range is significantly higher compared to the
☐ ☐ ☐ ☐ ☐
competition.88) The percentage of total sales from radical product
innovations is up substantially.☐ ☐ ☐ ☐ ☐
89) We are well known by our customers for radical product innovation
☐ ☐ ☐ ☐ ☐
90) We offer special benefits for customers that were not found in the competitor’s product.
☐ ☐ ☐ ☐ ☐
91) Our new products differ slightly from our existing products.
☐ ☐ ☐ ☐ ☐
92) We introduce incremental product innovations into the market more frequently than our competitors.
☐ ☐ ☐ ☐ ☐
93) Our percentage of incremental product innovations in the product range is significantly higher compared to the competition.
☐ ☐ ☐ ☐ ☐
94) The percentage of total sales from incremental product innovations is up substantially.
☐ ☐ ☐ ☐ ☐
95) We are well known by our customers for incremental product innovation.
☐ ☐ ☐ ☐ ☐
96) New product (s) is an improved version that matches the requirements of customer better than existing product (s).
☐ ☐ ☐ ☐ ☐
97) The benefits gained from our new product(s), change only slightly in the eyes of the customers.
☐ ☐ ☐ ☐ ☐
98) Our organization has introduced new or significantly improved machinery and equipment for producing products.
☐ ☐ ☐ ☐ ☐
99) Our organization has introduced new or significantly modified productive processes for producing products.
☐ ☐ ☐ ☐ ☐
100) Our organization has introduced new or significantly improved information technologies for producing products.
☐ ☐ ☐ ☐ ☐
Not at all Low Average High Extremely high
1 2 3 4 51 2 3 4 5
101) We often develop and introduce new technologies ☐ ☐ ☐ ☐ ☐
successfully into the industry. 102) We are often the creator of new techniques and
procedure skills.☐ ☐ ☐ ☐ ☐
103) Our organization introduced minor or incrementally improved machinery and equipment for producing products.
☐ ☐ ☐ ☐ ☐
104) Our organization introduced minor or incrementally modified productive processes for producing products.
☐ ☐ ☐ ☐ ☐
105) Our organization introduced minor or incrementally improved information technologies for producing products.
☐ ☐ ☐ ☐ ☐
106) We improve more existing process than our competitors
☐ ☐ ☐ ☐ ☐
107) We exploit existing technologies more deeply than our competitors
☐ ☐ ☐ ☐ ☐
108) In comparison with our competitors, our products most recent marketing program is revolutionary in the market.
☐ ☐ ☐ ☐ ☐
109) Our company’s most recent product introductions required a new form of advertising and promotion, different from that used for existing products.
☐ ☐ ☐ ☐ ☐
110) Renewing the design of the current and/or new products through changes such as in appearance, packaging, shape and volume without changing their basic technical and functional features.
☐ ☐ ☐ ☐ ☐
111) Renewing the distribution channels without changing the logistics processes related to the delivery of the product.
☐ ☐ ☐ ☐ ☐
112) Renewing the product promotion techniques employed for the promotion of the current and/or new products.
☐ ☐ ☐ ☐ ☐
113) Renewing the product pricing techniques employed for the pricing of the current and/or new products.
☐ ☐ ☐ ☐ ☐
114) Renewing general marketing management activities. ☐ ☐ ☐ ☐ ☐
Next Page
Strongly Disagree (SDA)
Disagree (D)
Neutral(N)
Agree(A)
Strongly Agree(SA)
1 2 3 4 51
(SDA)2
(D)3
(N)4
(A)5
(SA)
115) We choose special personal to collect various innovation ideas. ☐ ☐ ☐ ☐ ☐
116) We link R&D plan to the corporate plan and technology competence. ☐ ☐ ☐ ☐ ☐
117) We have cross-functional screening of new R&D project plan. ☐ ☐ ☐ ☐ ☐
118) We practice establishing project targets, phases standard and project managing regulations.
☐ ☐ ☐ ☐ ☐
119) We practice cross-functional project teamwork. ☐ ☐ ☐ ☐ ☐
120) In this organization leader of teamwork has enough ability and authority. ☐ ☐ ☐ ☐ ☐
121) This organization facilitates communication among R&D personals. ☐ ☐ ☐ ☐ ☐
122) We have advanced designing methods.☐ ☐ ☐ ☐ ☐
123) We have communication between R&D department and marketing department. ☐ ☐ ☐ ☐ ☐
124) We have rapid feedback from manufacturing to design and engineering. ☐ ☐ ☐ ☐ ☐
125) We link R&D plan to the corporate plan and technology competence. ☐ ☐ ☐ ☐ ☐
126) We adjust organization structure flexibly according to new innovation projects. ☐ ☐ ☐ ☐ ☐
127) We centralize resources on innovation activity ☐ ☐ ☐ ☐ ☐
Please read each descriptive statement carefully and indicate your choice by ticking [√] the appropriate boxes that
describes these practices in your organization in the last three years.
quickly.128) Overlap between R&D, marketing and
manufacturing functions. ☐ ☐ ☐ ☐ ☐
129) We can coordinate multi-product development functions. ☐ ☐ ☐ ☐ ☐
130) We have encouragement/punishing system.☐ ☐ ☐ ☐ ☐
131) We provide autonomy to low level managers.☐ ☐ ☐ ☐ ☐
132) We adapt and respond to exterior environment ☐ ☐ ☐ ☐ ☐
133) We have information flow and interconnection between different function departments
☐ ☐ ☐ ☐ ☐
134) We have communication with dominant customers and suppliers ☐ ☐ ☐ ☐ ☐
135) We have gate-keeper’s role.☐ ☐ ☐ ☐ ☐
136) We have benchmarking system.☐ ☐ ☐ ☐ ☐
Strongly Disagree (SDA)
Disagree
(D)
Neutral(N)
Agree(A)
Strongly Agree(SA)
1 2 3 4 51
(SDA)
2 (D)
3(N)
4(A)
5(SA)
137) We have debt controlling system☐ ☐ ☐ ☐ ☐
138) We have long-term customer relationship for understanding diverse customer requirements
☐ ☐ ☐ ☐ ☐
139) We understand the subdivided market.☐ ☐ ☐ ☐ ☐
140) We monitor the situation of market.☐ ☐ ☐ ☐ ☐
141) We select and test innovation ideas, product concepts, product prototypes and customer preferences according to customer requirements and competitive goals.
☐ ☐ ☐ ☐ ☐
142) We control and manage the distribution network. ☐ ☐ ☐ ☐ ☐
143) We provide after service and technological assistance. ☐ ☐ ☐ ☐ ☐
144) We provide reliable delivery time.☐ ☐ ☐ ☐ ☐
145) We improve brand name and firm repute.☐ ☐ ☐ ☐ ☐
146) We shorten the time from trial-manufacturing to commercializing. ☐ ☐ ☐ ☐ ☐
147) Our company’s manufacturing department Involves into the early stage of new product development.
☐ ☐ ☐ ☐ ☐
148) We adjust production process according to the requirement of R&D process designing. ☐ ☐ ☐ ☐ ☐
149) Our organization have high technological level of manufacturing equipment. ☐ ☐ ☐ ☐ ☐
150) Our organization have advance manufacturing technology. ☐ ☐ ☐ ☐ ☐
151) We have highly skilled personal for operating the equipment. ☐ ☐ ☐ ☐ ☐
152) We follow production regulations and system.☐ ☐ ☐ ☐ ☐
153) I try to exercise at least 30 min. a day, 3 days each. ☐ ☐ ☐ ☐ ☐
154) I exercise more than I did three years ago.☐ ☐ ☐ ☐ ☐
155) Exercise helps me succeed in all facets of my life.☐ ☐ ☐ ☐ ☐
156) Good health takes active participation on my part☐ ☐ ☐ ☐ ☐
157) I spend time each day trying to reduce accumulated stress.☐ ☐ ☐ ☐ ☐
How would you rate the level of achievement of the following items in your organization in the last three years compared to the previous years?
(Five point scales ranging from 1= 'very unsuccessful' to 5= 'very successful')
Very Unsuccessful Unsuccessful Neutral Successful Very Successful
1 2 3 4 5
1 2 3 4 5
Attaching importance to human resource ☐ ☐ ☐ ☐ ☐
Programming human resource in phases ☐ ☐ ☐ ☐ ☐
Selecting key personnel in each functional department
☐ ☐ ☐ ☐ ☐
Steady capital supplement in innovation activity
☐ ☐ ☐ ☐ ☐
Cooperation innovation to decrease innovation cost
☐ ☐ ☐ ☐ ☐
Making fully use of external technologies ☐ ☐ ☐ ☐ ☐
Understanding competitors' core technology competence
☐ ☐ ☐ ☐ ☐
Predicting new technology trends ☐ ☐ ☐ ☐ ☐
Systematically monitoring technology development trends
☐ ☐ ☐ ☐ ☐
Considering firm's long development strategy and core technology level when introducing
☐ ☐ ☐ ☐ ☐
Reengineering ability ☐ ☐ ☐ ☐ ☐
Assimilating and absorbing ability ☐ ☐ ☐ ☐ ☐
Re-innovation ability facing international market based on mainland using
☐ ☐ ☐ ☐ ☐
Learning from past experiences and failings ☐ ☐ ☐ ☐ ☐
Transforming the acknowledge learned from internal/external into R&D guidelines
☐ ☐ ☐ ☐ ☐
Cultivating learning consciousness and investing on learning
☐ ☐ ☐ ☐ ☐
Paying attention to tacit acknowledge ☐ ☐ ☐ ☐ ☐
Ability to introduce new products and services to the market before competitors.
☐ ☐ ☐ ☐ ☐
Percentage of new products in the existing product portfolio.
☐ ☐ ☐ ☐ ☐
Very Unsuccessful Unsuccessful Neutral Successful Very Successful
1 2 3 4 5
1 2 3 4 5
Number of new product and service projects. ☐ ☐ ☐ ☐ ☐
Innovations introduced for work processes and methods.
☐ ☐ ☐ ☐ ☐
Quality of new products and services introduced.
☐ ☐ ☐ ☐ ☐
Number of innovations under intellectual property protection.
☐ ☐ ☐ ☐ ☐
Conformance quality. ☐ ☐ ☐ ☐ ☐
Production cost. ☐ ☐ ☐ ☐ ☐
Production (volume) flexibility. ☐ ☐ ☐ ☐ ☐
Production and delivery speed. ☐ ☐ ☐ ☐ ☐
Customers are satisfied with our products and/or services
☐ ☐ ☐ ☐ ☐
Total sales ☐ ☐ ☐ ☐ ☐
Market share. ☐ ☐ ☐ ☐ ☐
Our customers are loyal and are returning customers.
☐ ☐ ☐ ☐ ☐
Return on sales (profit/total sales) ☐ ☐ ☐ ☐ ☐
Return on assets (profit/total assets) ☐ ☐ ☐ ☐ ☐
Our company's profitability is quite good ☐ ☐ ☐ ☐ ☐
Our business has been growing steadily well. ☐ ☐ ☐ ☐ ☐
Cash flow excluding investments ☐ ☐ ☐ ☐ ☐
Please move to next page
General Profile of Respondent
Please tick in appropriate boxesA1) Age 25-34 35-44 years 45-54 years >54 years
A2) Gender Male Female
A3) Education BSc MSc PhD
Other (Please state)
A4) Working experience < 5 years 5-10 Years 11-15 Years >15 years
A5) What is your responsibility area?
Production Manager Plant Manager General Manager Quality Manager
Others (If any)
General Profile of Researched Firm
B1) How long have you worked in this organization?
< 3 year’s 3-7 Years 7-15 Years >15 Year
B2) What kind of establishment is your company?
Private Company Government Company Semi Government
Others (If any)
B3) What is the ownership of your firm?
100 % locally – owned Local and foreign ownerships 100 % foreign – owned
B4) Since how many years have your company been established?
< 5 years 5-10 Years 11-15 Years >15 years
B5) How many employees does your organization have as a whole? (Do not consider only your specific branch but the whole organization)
1 to 20 between 21-250 >250
B6) How large do you consider your organization?
Small scale manufacturing Medium size manufacturing Large Scale Manufacturing
B7) In which sector of the industry you operate?
Chemical Textile Cement
Food & Beverages Wearing Apparel Wood & Wood Products
Coke & Petroleum Basic Metals Fabricated Metal Products
Tobacco Products Light Engineering Mechanical & Optical Instruments
Any other please specify
B8) For how many years has your organization maintained the ISO 9000 Certification?< 3 years 3 years Not Applicable
If other Certification Please Specify
B9) For how many years your organization has implemented TQM? < 3 years > 3 years Not Applicable
If any other Certification Specify
B10) Export Orientation?100 % domestic sales Combination of domestic and foreign sales
100 % export sales
B11) Over the period of last 3 years which of the following your organization has implemented/adopted? (You can choose more than one)Product Innovation Process Innovation
Administrative Innovation Marketing Innovation
B12) Average income level of employees in Rs?20,000-30,000 31,000-40,000
41,000-50,000 51,000-100,000
B13) Organizations annual revenue in RS
B14) What is the annual sales turnover of your organization in Pak Rupees? <75 Million > 75 Million Upto 400 Million
> 400 Million
THANK YOU VERY MUCH FOR YOUR PRECIOUS TIME.
