The contributions of quality management (ISO9000) to E-commerce

Pao Yue-kong Library Electronic Theses Database

The contributions of quality management (ISO9000) to E-commerce


Author: Tsui, Tak-wing
Title: The contributions of quality management (ISO9000) to E-commerce
Year: 2001
Subject: Hong Kong Polytechnic University -- Dissertations
Electronic commerce
Quality control -- Standards
ISO 9000 Series Standards
Department: Multi-disciplinary Studies
Dept. of Manufacturing Engineering
Pages: ix, 217 leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: The area of electronic commerce is an exciting topic to study because of its relative newness and exploding growth rates. The world wide web (WWW) was born less than a decade ago and it has yet to reach anywhere close to its full business potential. As the Internet and the WWW evolve, so does their surrounding environment and business applications. Many companies (e.g. General Electric, Dell, AOL, eBay, Cisco Systems etc.) receive high growth and success in e-commerce. But recently, many new economy companies face great problems in their businesses for example, no earning or loss in profits, lay-off, bankruptcy, share price falling tremendously, shortage of capitals and losing customers' confidence etc.. But according to the experts and financial analysts' comments, the reasons for failures are due to the failure in business model, strategies, operation and management etc.. As all we know that the ISO9000 is famous to guarantee the quality standard of the organization. The new 2000 version has also focused on customer satisfaction, top management commitment, process management, continual improvement etc.. This quality system can bring contributions to e-commerce. This Thesis is focused on analyzing the operation management and quality requirements of the e-commerce companies, developing the Critical Success Factors of the e-commerce companies, exploring the relationship between ISO9000 and e-commerce, analyzing the contributions of ISO9000 to electronic commerce, and commenting the future development of quality management to the success of electronic commerce. The research is conducted by interviewing five different companies which are belonged to different types of industries (e.g. consumer electronic trading company, banking, supermarket, machine tool trading company, IC manufacturer). The valuable information obtained by them is used to analyze the problems and generate the conclusion.

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