| Author: | Loh, Shun-see Jeanette |
| Title: | An expert system for appraising ISO9000 quality management systems in the banking industry |
| Degree: | M.Sc. |
| Year: | 1998 |
| Subject: | Standard Chartered Bank (Hong Kong) Banks and banking -- Quality control -- Case studies Expert systems (Computer science) -- China -- Hong Kong -- Case studies Total quality management -- China -- Hong Kong -- Case studies Hong Kong Polytechnic University -- Dissertations |
| Department: | Department of Computing |
| Pages: | 3, v, 74, [23] leaves : ill. ; 29 cm |
| Language: | English |
| Abstract: | The world is changing much quicker and more drastically these days. New technologies, deregulation, globalization, more customer focuses are some of the major momentum behind. As a result, winning in the business world has become more difficult. To cope with this, banks need to be versatile and undergo many paradigm shifts in order to sustain the competitive edge. One of the major move is to put more focus on service quality. Some banks look to Total Quality Management(TQM) concepts as the ultimate goal and ISO9000 as a stepping stone to promote service quality and customer loyalty. There are, however, many barriers to have efficient and effective adoption of ISO9000 in banks. The most common problem is how the ISO9002 concepts should be interpreted and applied in the banking industry in an effective way without creating unnecessary documentation burden. Another difficulty is to train up sufficient competent staff who adopts consistent standards and approach in assessing various functions of a bank. It is, therefore, useful for a bank to have an expert system for appraising An ISO9000 Quality System. The purpose of this research is to study how Information Technology (IT) in form of an expert system can act as an enabler to facilitate smooth and cost effective adoption of the ISO 9000 international quality standard in the banking industry. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b14391338.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.62 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/121