ISO 9000 compliant quality management in a student service unit

Pao Yue-kong Library Electronic Theses Database

ISO 9000 compliant quality management in a student service unit


Author: Wong, Yee-ping
Title: ISO 9000 compliant quality management in a student service unit
Degree: M.Sc.
Year: 2000
Subject: Student affairs services -- China -- Hong Kong -- Quality control
ISO 9000 Series Standards
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: 159 leaves : ill. ; 30 cm
Language: English
Abstract: Given that one of the major emphases of the government of the Hong Kong Special Administrative Region (HKSAR) is in the training of young people to ensure that the city is able to maintain and enhance its competitive advantages and given also that the government have been and will be spending billions of dollars in education in the years to come, it is important that the human and the financial resources be best utilized. One of the main objectives of this dissertation is, therefore, to investigate into how an effective quality management system can be developed in an educational institution in Hong Kong. In particular, our focus is on the management of the quality of a student service unit in a typical tertiary institution. The reason for the choice is that there are a good number of such institutions in Hong Kong. These institutions are all operated similarly and, in many ways, their operations are also similar to other tertiary institutions in other parts of the world. The results of the research can therefore be easily generalized. Student services in a typical tertiary institutions includes such offices as academic services, financial services, the registry, student affairs, food and catering services, student centers, sports and recreational services, student societies and associations, career and placement services, medical services, information technology services, student residences, etc. Even though these types of services are different and diversified, the quality management principle can be the same. In particular, by adopting the ISO 9000 series of quality management standard, there can be a common model for managing the quality of student services. Using a student placement center in a tertiary institution as example, we developed such a model. Specifically, we developed an ISO 9000 compliant quality management system. In addition, we have also prepared the center for ISO 9002 certification. The procedures and manuals were developed by careful investigation into the characteristics of the operations of the center. The quality manual and the readiness of the center towards the ISO 9000 certification has been evaluated by ISO 9000 consultants. Plans are currently being made to have the center certified against ISO 9002. With the full support and assistance from the center's staff, there is a high chance of the center being awarded the certificate. If this is the case, it will be the first student service center in the city to do so. To make sure that our experience be beneficial to other student services units, we discuss how we go about setting up a quality management system that is compliant to the ISO 9000 requirement. We also discuss how we implemented the system. The project is expected to contribute to the development of a set of recommendations for local educational institutions as they strive to manage the quality of their services to ensure maximum return of their resources for the maximum benefit of the students.

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