| Author: | Pak, Wan-kai Andrew |
| Title: | Performance evaluation of the purchasing function : a case study of a local public transport service company |
| Degree: | M.B.A. |
| Year: | 1994 |
| Subject: | Mass Transit Railway Corporation Purchasing departments -- Case studies Hong Kong Polytechnic -- Dissertations |
| Department: | Department of Management |
| Pages: | ix, 73 leaves : ill. ; 30 cm |
| Language: | English |
| Abstract: | This MBA project paper, besides attempting to fulfil the course requirement, hopes to determine the feasibility and the potential reliability of using customers satisfaction measures as indicators of the performance of the Purchasing Department, and to review options of appraising and formulate an improvement plan for enhancing the performance of the Department. Performance evaluation is more than a function of control that monitors the course to preset objectives and that determines whether actual performance conforms to agreed upon plans. It contributes strategically to an organization in two aspects. Firstly, it provides sustainable competitive superiority by identifying and determining how to respond to changing needs of customers and opportunities in the market. Secondly, by benchmarking, it is a management tool to achieve organization excellence and gain competitive advantage in service performance. A case study method was used to apply the theoretical framework into a real life situation of the Purchasing Department in the MTRC, a large local public transport service company. The programme analysis methodology was employed as a tool to identify and analyse the intended outcomes and activities that produce these outcomes attributes of satisfactory results and factors beyond and within the control of the Purchasing Department. An internal customer survey was carried out to determine how well the Department has been meeting customers' expectations and where and how service performance can be enhanced. Based on the findings, a service improvement plan was formulated as a recommendation to management. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b11524935.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.25 MB | Adobe PDF | View/Open |
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