Study of staff attitude and practices for TQM success in a service organization

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Study of staff attitude and practices for TQM success in a service organization


Author: Wong, Kin-lan
Title: Study of staff attitude and practices for TQM success in a service organization
Degree: M.Sc.
Year: 1998
Subject: Total quality management -- Case studies
Employees -- Attitudes -- Case studies
Organizational behavior -- Case studies
Service industries -- Management -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Institute of Textiles and Clothing
Pages: x, 195 leaves : ill. ; 30 cm
Language: English
Abstract: More and more companies are planning to implement TQM program in order to obtain the great benefits claimed by those successful companies. However, there are also frequent reports of TQM failures. The causes of failures are complicated. Some companies fail to integrate the new TQM efforts with those working systems and culture already established. Their company management teams neglect the importance of human behavior in an organization. When they implement the TQM program, there is a tendency to focus too much on quality tools, quality system framework and symbolic short-term activities. TQM program is unique to every organization, we cannot copy the whole programs from the successful companies. To achieve the desire result, the company management should understand the employee attitude and their current practices related to TQM program. Changes to adopt TQM philosophies and practices can be facilitated better. The objective of this study is to investigate and analyze the employee attitude and practices which impede or promote the implementation of TQM. This study is carried out by evaluating a service organization with reference to Malcolm Baldrige National Quality Award (MBNQA) Criteria and ISO9000 standard. For MBNQA, two type of questions were developed : Type A questions evaluate staff attitude towards each category of MBNQA; Type B questions evaluate the staff's own evaluation of the company's current practices. The relative ratings of both types of questions were analyzed in terms of respondents' department, management level and other independent factors. Critical concerns regarding ISO9000 implementation experiences were also identified. Corresponding pre-requisites for successful TQM implementation in the service organization were generated for system modification, training and promotion for attitude changes. Based on the evaluation results and further literature review, implementation model and methodology were put forward for the consideration by the service organization.

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