Study of quality management problems on system development in the EDP department of a Hong Kong local bank

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Study of quality management problems on system development in the EDP department of a Hong Kong local bank


Author: Kwan, Tak-wah
Title: Study of quality management problems on system development in the EDP department of a Hong Kong local bank
Degree: M.Sc.
Year: 1997
Subject: Banks and banking -- China -- Hong Kong -- Data processing -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: vii, 98 p. : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: Since the 70's, the keen competition in Hong Kong's banking industry has made information technology (IT) become a tool to enhance banks' effectiveness. With the economic growth, banks are now required to maintain their competitive edge through harnessing IT to satisfy the fast changing consumers' expectations and the increasing demand in service and product quality. Considering the importance of IT services, an exploratory study of the Electronic Data Processing Department of a local bank is undertaken in this study. The department acts as an IT service provider to develop and support financial services and products to all departments and customers of the Bank. In the past, it had a very high reputation among departments, and helped the Bank to computerize its operations at a very early stage in Hong Kong. As the business environment is changing rapidly, unless the organization adapts to the changing environment, the past success does not guarantee the future viability. The department is now facing many problems which may affect the Bank's further development. This study is an in-depth analysis of the management problems in the EDP Department. Primary and secondary data are collected from the department to have a thorough understanding of the problems involved. The analysis reveals that the EDP Department has the weakness in the following areas: (1) managing project resources, (2) middle management support in quality improvement, (3) system requirement gathering process, (4) staffs skill sets, and (5) the rate of job satisfaction. Meanwhile, the increasing amount of outsourcing projects and losing maintainability of the existing computer systems are the potential threats to the department. Besides, strengths and opportunities of the department are identified. The strengths include the existence of basic structure for quality building, support from stable and experienced staffs, and the strong commitment in meeting agreed project deadlines. The opportunities include the support from the top management of the Bank, quality awareness inside the department, and potential support from the bottom of the department. As the conclusion, recommendations to the problems are formulated by applying the philosophy of Total Quality Management.

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