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DC FieldValueLanguage
dc.contributorDepartment of Managementen_US
dc.creatorMa, Pang-
dc.identifier.urihttps://theses.lib.polyu.edu.hk/handle/200/272-
dc.languageEnglishen_US
dc.publisherHong Kong Polytechnic University-
dc.rightsAll rights reserveden_US
dc.titleEvaluation of total quality management implementation : a study in customer services division of a computer companyen_US
dcterms.abstractAn 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.en_US
dcterms.extentvii, 73 leaves ; 30 cmen_US
dcterms.isPartOfPolyU Electronic Thesesen_US
dcterms.issued1996en_US
dcterms.educationalLevelAll Masteren_US
dcterms.educationalLevelM.B.A.en_US
dcterms.LCSHComputing service industry -- Management -- Case studiesen_US
dcterms.LCSHTotal quality management -- Case studiesen_US
dcterms.LCSHHong Kong Polytechnic University -- Dissertationsen_US
dcterms.accessRightsrestricted accessen_US

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Please use this identifier to cite or link to this item: https://theses.lib.polyu.edu.hk/handle/200/272