Evaluate the effectiveness in the implementation of ISO 9000 in the Maintenance Division of the Housing Department

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Evaluate the effectiveness in the implementation of ISO 9000 in the Maintenance Division of the Housing Department

 

Author: Yuen, Tat-ming
Title: Evaluate the effectiveness in the implementation of ISO 9000 in the Maintenance Division of the Housing Department
Year: 1999
Subject: Hong Kong (China). Housing Dept. Maintenance Division
Quality assurance -- China -- Hong Kong -- Case studies
Buildings -- Maintenance -- China -- Hong Kong -- Evaluation -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: iii, 108 leaves : ill. ; 31 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1469557
URI: http://theses.lib.polyu.edu.hk/handle/200/1511
Abstract: The ISO 9000 quality system has attracted a great deal of interest in the construction industry. As a result of the quality drive, in 1990 the Maintenance Division of the Housing Department set itself a three year target of achieving registration to the international standard for Quality Assurance ISO 9000, and it did obtain the ISO 9001 certification in 1993. In the building maintenance industry, tasks are usually completed by the project teams. In other words, quality performance is a team activity. Almost four years after the introduction of the Quality Assurance Accreditation Scheme in the Maintenance Division, the advantages of ISO 9000 to the project teams are still in question. There still prevails a substantive question among the staff - Has Quality Assurance Accreditation really improved the operation? Hence, a survey was conducted on the effectiveness in the implementation of ISO 9000 in the Maintenance Division of the Housing Department from the viewpoint of Maintenance Surveyors. In the Maintenance Division of the Housing Department, Maintenance Surveyors are project leaders of project teams. They are responsible for all maintenance and improvement projects. Obviously, they should be able to give a clear picture of changes resulting from the introduction of Quality Assurance programs. Therefore, the sample comprised 65 Maintenance Surveyors. Mail questionnaires were sent to them on 5 June 1998 to collect their views on the advantages in the implementation of ISO 9000 in the Maintenance Division. For the purpose of this study, this paper concentrates on only those major benefits to the project team in the implementation of ISO 9000 in the Maintenance Division of the Housing Department. The questionnaire asked respondents to indicate on an interval scale their views on (1) purpose and sense of direction of the team, (2) development of the team, (3) effectiveness of the team, (4) effectiveness of the team leaders, (5) relationship with contractors and (6) organisational support. The results of survey returns have been compared with those obtained by the Consultant before the implementation of ISO 9000 in the Maintenance Division. Analysis of data indicated that even though the overall improvement was 83%, it was worthwhile to note that there were 13% adversely affected areas, i.e. freedom of decision making, empowerment and job satisfaction. Besides, there were 4% without any change at all. These results suggested that ISO 9000 quality management system did not necessarily enhance all aspects of maintenance projects. In order to overcome the said disadvantages found in this survey, a recommendation has been made to enhance employees' participation through quality circles. Staff should have a chance to participate by giving suggestions as management may accept and implement their proposals accordingly. Finally, some areas worth further investigation are suggested as topics for future research.

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