Evaluation of total quality management implementation : a study in customer services division of a computer company

Pao Yue-kong Library Electronic Theses Database

Evaluation of total quality management implementation : a study in customer services division of a computer company

 

Author: Ma, Pang
Title: Evaluation of total quality management implementation : a study in customer services division of a computer company
Degree: M.B.A.
Year: 1996
Subject: Computing service industry -- Management -- Case studies
Total quality management -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Management
Pages: vii, 73 leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1238989
URI: http://theses.lib.polyu.edu.hk/handle/200/272
Abstract: An multi-national computer vendor have started Total Quality Management (TQM) after the ISO 9001 accreditation one year ago. This dissertation uses a validated questionnaire to evaluate the implementation successful level in the perception of employees and recommends some possible methods to improve the unsuccessfully implemented items in order to have continuously improvement. The management has created the organizational environment for TQM. The internal environment, leadership, communication, planning and feedback, have been established in company. In recent years, management changes have been applied in company: company-wide culture, long term quality goal, leadership, organizational structure, quality improvement structures, employee inclusion, customer satisfaction and commitment, and data/information management. Those are successfully implemented in company. On the other hand, the using benchmarking, supplier partnerships, promotion with outside group, employee recognition, determining quality costs, and use of customer/supplier model are still needed some further improvement. TQM is a continuous improvement process, it is necessary to have the assessment periodically.

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