Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | Multi-disciplinary Studies | en_US |
| dc.creator | Kwong, Siu-bun | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/5290 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | Evaluation of the Maintenance Quality Plan adopted by the Housing Department : a customer satisfaction perspective | en_US |
| dcterms.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. | en_US |
| dcterms.extent | vi, 123 p. : ill.; 30 cm | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 1996 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Public housing -- China -- Hong Kong -- Maintenance and repair -- Evaluation | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b12355793.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 4.13 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5290