Evaluation of the Maintenance Quality Plan adopted by the Housing Department : a customer satisfaction perspective

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Evaluation of the Maintenance Quality Plan adopted by the Housing Department : a customer satisfaction perspective

 

Author: Kwong, Siu-bun
Title: Evaluation of the Maintenance Quality Plan adopted by the Housing Department : a customer satisfaction perspective
Degree: M.Sc.
Year: 1996
Subject: Public housing -- China -- Hong Kong -- Maintenance and repair -- Evaluation
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: vi, 123 p. : ill.; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1235579
URI: http://theses.lib.polyu.edu.hk/handle/200/5290
Abstract: Quality plans are a very important tool in the implementation of ISO 9000:1994. Based on the literature and theoretical review, the adoption of quality plan should enhance the effectiveness or the 'work quality' in managing maintenance projects. Maintenance Quality Plan (MQP) had been adopted by the Housing Department since March 1993 as a generic maintenance project management work plan until its replacement in late 1995 by a series of quality plans consisting of the Contract Quality Plan, Design Quality Plan and Project Quality Plan. The new mechanism has provided for more organised and categorised maintenance management activities to suit operational changes. This research report analyses and reviews the MQP (1993 edition) of the Housing Department, which is regarded as a generic and original model quality plan for maintenance management. In the course of evaluating the MQP, data were collected from three major groups of customers - the experienced users consisting of the Housing Department project staff, the potential users selected from the private practitioners and the Divisional Quality System Coordinator. Audit records were retrieved and the comments from both the internal and external quality auditors were reviewed. The theoretical framework of the Servqual Model and '5 Gaps' in the customer satisfaction were used for assisting the analysis of the MQP. Though no major deficiency was identified from the evaluation, some minor inadequacies were noted, and some improvement opportunities were identified for attention in future quality plan formulation. The need to sustain such continuous improvement in quality is emphasised. Hence, recommendations are made with focus on the customers' expectation interpreted from the evaluation findings. Improvement proposals such as formation of a specific working group and the arrangement of training courses are put forward. On management strategies, an emphasis is made to eliminate the possible resistance to change arising from any revisions of the MQP and to give consideration to make strategic changes to the MQP mechanism. Analysis was also made with reference to the collected data from the customers to project the development trend of the MQP. The employment of information technology in future MQP development is discussed and is recommended at the end of the report as the long term development strategy for the MQP.

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