Author: Ng, Ka-wai
Title: Key successful factors for TQM implementation in Chinese banking institution : an experience of a local retail bank
Degree: M.B.A.
Year: 1996
Subject: Bank management -- China -- Hong Kong -- Case studies
Total quality management -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Department of Management
Pages: viii, 100, [7] leaves : ill. ; 30 cm
Language: English
Abstract: Total Quality Management (TQM) is becoming a more and more important strategic issue in the agenda of companies today. According to a survey by Organizational Dynamics Inc. [53], quality was the number 1 concern of management worldwide. During the survey, nearly two-thirds of the respondents - senior managers from Fortune Global 500 companies - replied that quality was a key determinant of their company's success. Ninety-two percent reported that their companies were implementing quality improvement efforts. This shows that management realizes service quality is a crucial factor for business survival, particularly if their companies desire to gain competitive advantage. Simultaneously, "Quality", "TQM" and 'ISO 9000" are among the hottest management topics in Hong Kong these days [53]. For example, the government-backed Hong Kong Productivity Council is trying to establish a TQM model for local enterprises. The Industry Department has published a series of books on quality to encourage CEOs to introduce and support quality improvement programs. On the other hand, the Hong Kong Management Association urges local companies to vie for its annual quality awards. Also, some of the banks in Hong Kong have observed to turn to quality-based strategies. This paper will investigate the application of TQM concepts in the Hong Kong environment, more specifically, "how" to apply TQM in Chinese banking situations. It will describe the problems encounter in TQM implementation and the methods developed to tackle the problem. Case study approach by applying the survey and interviewing techniques are used to validate the findings. Also, the necessities for TQM implementation will be discussed. Finally, the key successful factors to develop TQM within a Chinese banking institutions will be addressed.
Rights: All rights reserved
Access: restricted access

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