What happens in a company after it installs a quality system (ISO 9002)?: a Hong Kong case study : a switch manufacturer

Pao Yue-kong Library Electronic Theses Database

What happens in a company after it installs a quality system (ISO 9002)?: a Hong Kong case study : a switch manufacturer


Author: Leung, Wai-sang
Title: What happens in a company after it installs a quality system (ISO 9002)?: a Hong Kong case study : a switch manufacturer
Degree: M.Sc.
Year: 1997
Subject: Electric switchgear industry -- China -- Hong Kong -- Quality control -- Case studies
Total quality management -- China -- Hong Kong -- Case studies
ISO 9000 Series Standards
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: ix, 99 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1410645
URI: http://theses.lib.polyu.edu.hk/handle/200/2611
Abstract: Total Quality Management (TQM) and ISO 9000 have been hot topics for Hong Kong businessmen for several years now. Many Hong Kong companies have been granted ISO 9000 certification over the past few years, and more and more companies are expected to follow the trend. The purpose of this study is to examine the changes in and the weaknesses of a company after it has installed a quality system (ISO 9002) from the perspective of TQM. A switch manufacturer, company X, was selected for an in-depth case study. The objective data was collected from detailed discussions with the employees in the Hong Kong office and from direct observation. The subjective data was gathered using Saraph's instrument. The employees were asked to rate their perceptions of eight TQM categories detailed in Saraph's instrument before and after the implementation of ISO 9002. The scores were measured on a Liken-type six-point scale. The average scores before and after implementation and the improvement in eight categories and for all departments were then calculated and charted for analysis. The departmental differences were also investigated by means of follow-up interviews. The results of the study indicate that ISO 9002 has for the most part contributed to a continuous improvement in the quality system at company X. The improvement in customer satisfaction has been moderate while employee empowerment has undergone the least improvement. ISO 9000 can help company X improve the quality of its products and processes. But if it wants to keep its competitive edge, it should implement TQM as the next step. A similar case study is recommended for other companies and in other industries. The results can help build up a benchmark data base for practitioners and thus help the promotion of TQM in Hong Kong.

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