Improving quality system through organisational change & development : a case study

Pao Yue-kong Library Electronic Theses Database

Improving quality system through organisational change & development : a case study

 

Author: Ng, Kwok-hung
Title: Improving quality system through organisational change & development : a case study
Degree: M.Sc.
Year: 1997
Subject: Total quality management
ISO 9000 Series Standards
Manufactures -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: iv, 142 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1250465
URI: http://theses.lib.polyu.edu.hk/handle/200/1518
Abstract: To survive, QUALITY is the main issue and critical factor in Hong Kong manufacturing industry. To be competitive, continuous quality improvement is almost a must. To achieve continuous quality improvement, a company should have a well-maintained and self-developed quality system. Many companies in Hong Kong have implemented quality systems based on ISO 9000. Hundreds of companies are ISO 9000 certified companies. However, only a few of them can maintain and develop their quality systems. Reaching Total Quality Management seems to be a dream. Failure to maintain and develop the quality system has many reasons. Among these, there are two main reasons. The first is management implementing quality system for marketing purpose instead of quality improvement. The second is organisational problems affecting the maintainence and development of quality system. This study aims to design a methodology using organisational change and development concepts to maintain and develop a quality management system based on ISO 9000. By means of a case study of a company, the importance of organisation factors --- appropriate managerial style and teamwork, affecting the maintainence and development of quality system based on ISO 9000, was demonstrated. A survey method involving the use of questionnaires was used to analyse the company. Three different types of questionnaires were sent to the top management, middle management & staff and operation employees of the selected company. The questionnaires were designed such that they could be used to reveal the organisation change and development --- managerial style and teamwork, needed by a company to maintain and develop its quality system. Finally, a methodology based on the concepts of managerial style and teamwork is introduced. The methodology provides a basic framework to maintain and develop quality system using ISO 9000. The approach used in the methodology considers within a long term effort, the achievement through mature interpersonal relationships which are integrated with the purposes of the organisation. Such approach eliminates organisation factors affecting the maintainence and development of quality system.

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