Evaluation of the implementation of total quality management

Pao Yue-kong Library Electronic Theses Database

Evaluation of the implementation of total quality management


Author: Chan, Sau-seng
Title: Evaluation of the implementation of total quality management
Year: 1999
Subject: Banks and banking, Foreign -- China -- Hong Kong -- Management -- Case studies
Banks and banking, Foreign -- China -- Hong Kong -- Quality control --Case studies
Total quality management -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Institute of Textiles and Clothing
Pages: vii, 120 leaves : col. ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1483432
URI: http://theses.lib.polyu.edu.hk/handle/200/1679
Abstract: The Hong Kong Operation of a custodian bank has started TQM approach since early 1992. It got the ISO 9002 certificate in late 1993 and became the first custodian bank in the world gaining registration for ISO 9002. After the certification, the Department continued to strive for improvement opportunity to gain competitive edge in the market. As quality culture has been fostered in the Department for quite a number of years, there were some successes and failures during its implementation of quality initiatives. Study in the Department could provide groundwork information for the development of quality improvement framework for similar business in Hong Kong. A comprehensive literatures review on the theories of TQM ISO 9000 quality system series and concepts of selected leading quality experts and their point of view were reviewed to summarise the key elements and characteristics in TQM. Questionnaire was designed based on those key elements and characteristics to collect objective data in the Department. On the other hand, a field study on the Department was also carried out to collect data and past quality initiatives information. The results were then evaluated against conceptual foundation to review the current situation of the Department. Successful and unsuccessful items were identified to suggest recommendation for continuous improvement in the Department.

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