Study on the implementation of total quality management at an in-flight caterer in Hong Kong

Pao Yue-kong Library Electronic Theses Database

Study on the implementation of total quality management at an in-flight caterer in Hong Kong

 

Author: Lam, Chui-nei
Title: Study on the implementation of total quality management at an in-flight caterer in Hong Kong
Degree: M.Sc.
Year: 2000
Subject: Cathay Pacific Catering Services (Hong Kong) Limited
Airlines -- Food service -- China -- Hong Kong -- Quality control
Total quality management -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Institute of Textiles and Clothing
Pages: x, 124 leaves : ill. ; 31 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1505782
URI: http://theses.lib.polyu.edu.hk/handle/200/3458
Abstract: In order to protect the market share, companies must now take a hard look at itself by evaluating its competitiveness against their competitors and improve thereon. One way to enhance a company's competitiveness is to achieve customer satisfaction. By providing customers with quality products and services consistently, a company stands in a very good position to achieve total customer satisfaction. This study attempts to use Cathay Pacific Catering Services (H.K.) Ltd. (CPCS) as an example to observe how organizations faced up to the intensified competition by evaluating its own competitive edge, setting out its long-term strategic goals, formulating and implementing new strategies to steer the company towards its strategic goals. It focuses not only on why TQM is needed and the experience of TQM implementation at CPCS, but also applies various tools such as survey, interview, focus group and self-assessment techniques to identify the critical factors for assuring success and ways to further improve the TQM program in CPCS. Furthermore, good practices and shortcomings of the company's are presented. The history of in-flight catering industry was reviewed and I interviewed the management of CPCS and conducted a survey amongst the company's employees in addition to reviewing the relevant literature. The model used for data analysis is the assessment structure of the 1998 Malcolm Baldrige National Quality Award (MBNQA). There is no doubt that CPCS has sufficient internal performance measures such as "Management Targets", and external customer measures, such as "Customer Feedback System". Moreover, the Company's performance in quality is recognized by ISO 9001 and ISO 14001 Certification as well as Merit Quality awarded presented by the Hong Kong Industry Department. Yet, there is still a gap to be closed to fulfill its mission of Total Customer Satisfaction. It is revealed that the element of Concerted Efforts is an area into which the company needs to put more efforts and resources. In order to have breakthrough improvement in quality and service performance, the company should benchmark with the best-in-the-class organizations. Partnership with suppliers is also identified as an area that requires improvement. It is suggested to establish long-term win-win relationship with key suppliers, monitor and qualify their performances periodically. A well-known and quantifiable model is recommended as reference to evaluate the TQM performance of the organization. The assessment should cover multiple critical factors from different perspectives. The world-class organization should have a sound, systematic and well-deployed approach that contribute to success and strong business results. Last but not least, TQM means "continuous improvement". Periodic review is extremely essential for continuous improvement; and, only through continuous improvement will an organization approach "Total Quality Management".

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