Implementing TQM in Microcomputer Application Support Section of Computer Services Centre in the Chinese University of Hong Kong

Pao Yue-kong Library Electronic Theses Database

Implementing TQM in Microcomputer Application Support Section of Computer Services Centre in the Chinese University of Hong Kong

 

Author: Cheung, Wai-ping Judy
Title: Implementing TQM in Microcomputer Application Support Section of Computer Services Centre in the Chinese University of Hong Kong
Degree: M.Sc.
Year: 1996
Subject: Chinese University of Hong Kong. Computer Services Centre. Microcomputer Application Support Section -- Administration
Data processing service centers -- China -- Hong Kong -- Management --Case studies
Total quality management -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: 68, [12] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1240433
URI: http://theses.lib.polyu.edu.hk/handle/200/4713
Abstract: It is my general observation that organizations are now operating in a more cost conscious manner than the past and the trend for business process optimization and various cuts are prevailing. Management is facing a difficult time in changes and The Chinese University of Hong Kong (CUHK) is no exception. Under the prime objectives to increase productivity, efficiency and effectiveness, the Computer Services Centre (CSC) of CUHK started to launch TQM awareness campaign in 1993. Unfortunately the impetus was not maintained due to resources shortage. With the same objective, but limited to a small section, I intend to explore how and what TQM principles can be applied to Microcomputer Application Support Section (MACS) in this study. MCAS is a sizable section under CSC and is responsible for providing various microcomputer related services to user departments within campus. Due to the increasingly widespread use of Personal Computer (PC) and its potential applications, MCAS is facing an increasing demand for various services. Thus it becomes critical for MCAS to evaluate its strengths and weaknesses, and be able to position itself to maintain and to further improve the reputation and accomplishment. This study describes, through a case study in MCAS, the planning, preparation, training and mindsetting in a TQM implementation. The methodologies employed in the study include literature survey, delineation of ISO and TQM concepts, questionnaire survey, personal interview and a systemic analysis. This can serve as a valuable reference to future TQM implementation programs in MCAS.

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