Implementing total quality management in the works group of the Hong Kong Housing Department

Pao Yue-kong Library Electronic Theses Database

Implementing total quality management in the works group of the Hong Kong Housing Department

 

Author: Chiu, Yu-yan
Title: Implementing total quality management in the works group of the Hong Kong Housing Department
Degree: M.B.A.
Year: 1997
Subject: Hong Kong. Housing Dept. -- Management
Teams in the workplace
Total quality management
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Management
Pages: ix, 126, [29] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1257010
URI: http://theses.lib.polyu.edu.hk/handle/200/2186
Abstract: The Works Group of the Hong Kong Housing Department has been implementing the ISO 9001 quality assurance system since 1993 with a view to improve the quality of its professional services to the public. In order to further the quality drive, total quality management (TQM) is one of the tools being considered. Scholars in the management field identified several essential core elements necessary for the implementation of TQM including continuous improvement, training, good coordinated team work ... etc. At the moment it is considered that the Works Group is not ready for implementing TQM because it is currently relatively weak in fulfilling the requirements of the mentioned core elements. Firstly the management has not been prepared to support TQM and has not given the full support to staff in order that TQM can be developed effectively. Secondly, past training provided to staff to satisfy the current quality assurance system is found to be not enough which in turn implies that training to meet higher level quality systems needs as TQM is even more inadequate. Inadequate resource allocation is another weakness the Works Group has which does not support TQM development. Lastily but the most important one is that the Works Group lacks the initiative for continuous improvement. The general backgrounds of the staff in the Works Group including the general education background, the cultural characteristics and personal attitude toward quality is at present not yet ready to cope with the needs for TQM implementation. As for the current quality system being used, it was found that there are still a number of areas to be improved including better allocation of resource, improvement of quality manuals, increase staff commitment and involvement ... etc. Quality on paper does not by itself ensure better quality in the production. Where the Works Group is able to improve the current quality system, it can serve as a concrete base for development of TQM in the future.

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