Author: Szeto, Tsui-yee Rowena
Title: Implementation of TQM in a social service agency : to explore the attitudinal change of staff after they have involved in the quality improvement teams
Degree: M.A.
Year: 2000
Subject: Social service -- China -- Hong Kong -- Quality control -- Case studies
Total quality management -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Department of Applied Social Sciences
Pages: 72, [8] leaves : ill. ; 30 cm
Language: English
Abstract: This is an exploratory research that aims to study the attitudinal change of Staff at Low Hierarchy (SLH) in a social work agency towards Total Quality Management (TQM) after their participation in Quality Improvement Teams (QITs). Based on their experiences in the QITs; elements related to the development of their positive attitudes towards TQM are explored. Qualitative in-depth interviews are conducted with eight SLHs. Four of them are the principal interviewees who have joined QITs. The other four are members from the same work units who have no QIT experience. Each principal interviewee is paired up with a counterpart who comes from the same unit. Qualitative measures are used to achieve an in-depth understanding. The study supports the hypothesis that there exist a certain conditions in QIT that nourish positive attitudes towards TQM. They are, namely, the mission, the meeting process, support of the top management and the team effort. The research also shows that the SLHs benefit from the process. QIT helps to alleviate their resistance to organizational change. Furthermore, there are three elements of consideration that have not been mentioned in other literatures, The first element is the characteristics of the SLH: they have limitations in literacy and a sense of powerlessness. Such characteristics hinder them from participating in the TQM innovation process. The second element is their concept of ideal job. Those who like challenging job show positive attitudes towards TQM. Lastly, the influences of the departmental differences are significant to the staffs' attitudes. It is found that the interviewees come from the same department have the similar tendency but with different degree of acceptance to TQM.
Access: restricted access

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