| Author: | Ma, Pang |
| Title: | Evaluation of total quality management implementation : a study in customer services division of a computer company |
| Degree: | M.B.A. |
| Year: | 1996 |
| Subject: | Computing service industry -- Management -- Case studies Total quality management -- Case studies Hong Kong Polytechnic University -- Dissertations |
| Department: | Department of Management |
| Pages: | vii, 73 leaves ; 30 cm |
| Language: | English |
| Abstract: | An multi-national computer vendor have started Total Quality Management (TQM) after the ISO 9001 accreditation one year ago. This dissertation uses a validated questionnaire to evaluate the implementation successful level in the perception of employees and recommends some possible methods to improve the unsuccessfully implemented items in order to have continuously improvement. The management has created the organizational environment for TQM. The internal environment, leadership, communication, planning and feedback, have been established in company. In recent years, management changes have been applied in company: company-wide culture, long term quality goal, leadership, organizational structure, quality improvement structures, employee inclusion, customer satisfaction and commitment, and data/information management. Those are successfully implemented in company. On the other hand, the using benchmarking, supplier partnerships, promotion with outside group, employee recognition, determining quality costs, and use of customer/supplier model are still needed some further improvement. TQM is a continuous improvement process, it is necessary to have the assessment periodically. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b12389894.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 2.4 MB | Adobe PDF | View/Open |
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