The readiness of implementing total quality management practices : an applied case study in one of the maintenance units in a public transportation company

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The readiness of implementing total quality management practices : an applied case study in one of the maintenance units in a public transportation company

 

Author: Leung, Hon-wai
Title: The readiness of implementing total quality management practices : an applied case study in one of the maintenance units in a public transportation company
Degree: M.Sc.
Year: 1998
Subject: Mass Transit Railway Corporation
Local transit -- China -- Hong Kong -- Case studies
Total quality management -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Institute of Textiles and Clothing
Pages: v, 102, [39] leaves : ill. (some col.) ; 31 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1428580
URI: http://theses.lib.polyu.edu.hk/handle/200/3103
Abstract: The maintenance unit selected for the study is the Rolling Stock Depots of the Hong Kong Mass Transit Railway Corporation. The Rolling Stock Depots is responsible to provide safe, reliable and comfortable passenger trains to meet service demand as well as to manage recovery of service disruption. The research aims to review the readiness of implementing TQM practices in the Rolling Stock Depots and recommend necessary improvement initiatives for moving towards TQM. The Rolling Stock depots is one of the key front-line section in MTRC where its output quality will directly affect the Corporate achievement of customer satisfaction. The study adopted a longitudinal approach where the situation before implementing ISO 9002 Certification, during the preparation for ISO 9002 Certification and the post ISO 9002 Certification scenario of the Rolling Stock Depots will be researched into. The UMIST Quality Improvement Framework is adopted as the conceptual framework for the assessment of TQM readiness. Further references are made to the LETQMEX Model (i.e. LEicester Business School TQM EXcellence Model), Tenner and Detoro (1992) TQM quality principles and supporting elements as well as the Malcolm Baldridge National Award Criteria in recommending quality improvement initiatives for the Rolling Stock Depots. Reference are made to the Corporate Benchmarking data, result of the Corporate Internal Customer Service Survey results and Sectional Staff Motivation Survey. It is concluded that the Rolling Stock Depots is ready for implementing TQM practices. The conclusion is made on basis of the result of the self assessment by the UMIST Quality Improvement Framework as the overall score for the self assessment achieved an average score of 3.36 for all four pillars of the quality improvement framework. And the conclusion was further supported by other supplement evidences including the continuous reduction of sub-quality index over the past few years since 1993 (i.e. improvement of service and work quality), the result of staff survey (i.e. staff committed to promote quality) and the internal customer service survey (i.e. internal customer recognised improvement on quality of service provided by the RS Depots). Main recommendations include suggestions to conduct similar self assessment at Corporate level by the UMIST Quality Improvement Framework; to launch Companywise Quality Management (CWQM) and to adopt Malcolm Baldridge Quality Award Criteria for self assessment and improvement at Corporate level; development of integrated management system at departmental level and follow up of necessary improvement to the weakness of RS Depots highlighted from the self assessment by the UMIST Quality Improvement Framework. At a Social Level, further initiatives by the Corporation to further enhance the Corporate image in "Community" and "Environmental" issues is recommended.

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