Building quality culture in technical institutes

Pao Yue-kong Library Electronic Theses Database

Building quality culture in technical institutes

 

Author: Wu, Ping-fan
Title: Building quality culture in technical institutes
Degree: M.Sc.
Year: 1999
Subject: Vocational Training Council (Hong Kong) -- Management
Technical institutes -- China -- Hong Kong -- Quality control
Total quality management -- China -- Hong Kong
Corporate culture -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Institute of Textiles and Clothing
Pages: xiii, 112, [105] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1483424
URI: http://theses.lib.polyu.edu.hk/handle/200/1851
Abstract: The main objective of the dissertation is to study on how such quality culture can be built in the Technical Institutes (TI) of the Vocational Training Council (VTC) of Hong Kong. In the dissertation, the role of the VTC in providing educational and training services is rationalized in terms of total quality concepts. Critical Success Factors (CSF) for building quality culture are explored and identified through literature review and survey/interviews among internal staff. A working model for quality culture building is proposed. Six quality goals are recognized as the essential and fundamental principles for organizations to implement TQM. They are customer focus, continuous improvements, people management, management based on facts, to be a learning and innovative organization. It points out that the matching of organizational values and individual values towards these goals and the matching of individual values with organizational mechanisms are critical in such culture building. CSFs for organizational values, individual values and organizational mechanisms are carefully assessed in the survey and interviews. They are, in short, management commitment, improvement of internal communication, resource allocation, empowerment, customer focus, training in job competence, self-continuous improvement, strategy for raising technology level, and information technology support. Supplement to the survey, questionnaires using SERVQUAL on service quality provided by a teaching department were sent to students. Areas with the largest gap values need higher priority for improvement. They are the provision of equipment/facilities, teacher's feedback to students and knowing students' specific needs. Some action plans based on the CSFs and the working model are proposed. A win-win strategy between management and staff is eagerly sought in the milestone to quality culture.

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