Implementing TQM through total systems intervention : the case of an engineering company

Pao Yue-kong Library Electronic Theses Database

Implementing TQM through total systems intervention : the case of an engineering company


Author: Liu, Shui-ling Kelly
Title: Implementing TQM through total systems intervention : the case of an engineering company
Degree: M.Sc.
Year: 2000
Subject: Total quality management -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: vii, 101, [43] leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: As required by the Hong Kong SAR Government, an ISO 9000 certification is a prerequisite of a contractor or consultant to bid a Government project of value above HK$ 10 million. In Nov 1999, it was known that this policy would be revised by the end of 2000 to apply to all values of projects. This makes an ISO 9000 certification is extremely important in today's Hong Kong construction industry. Most people said that the certification is an entry ticket for making business with the Government. A survey done by the Works Bureau in October 1999 showed that out of the 316 organizations, 285 (90%) of contractors and consultants were ISO 9000 certified. In order to increase competitiveness and maintain survival, most contractors and consultants have to seek further improvements beyond ISO 9000. Contemporary quality management demonstrates that Total Quality Management (TQM) is one of the feasible solutions to achieve these goals. TQM is a management approach aiming at a long-term success through customer satisfaction. Many evidences show that TQM can remove unnecessary and costly waste, locate and eradicate sources of error, and provide clients with the reliable products that they actually want. There are many different approaches to implement TQM. But which approach should be adopted by that company? One of the creative approaches, namely Total Systems Intervention (TSI), was developed by Robert Flood and Mike Jackson in 1991 for 'problem solving'. This approach is the meta-methodology of critical systems thinking. This dissertation studies the problems situation of an engineering consultancy company through TSI. It introduces the concepts of TQM and TSI, the methodology in identifying the problems situation on the quality system of the company and recommendations for implementing TQM through TSI.

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