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DC FieldValueLanguage
dc.contributorDepartment of Managementen_US
dc.creatorNg, Ka-wai-
dc.identifier.urihttps://theses.lib.polyu.edu.hk/handle/200/545-
dc.languageEnglishen_US
dc.publisherHong Kong Polytechnic University-
dc.rightsAll rights reserveden_US
dc.titleKey successful factors for TQM implementation in Chinese banking institution : an experience of a local retail banken_US
dcterms.abstractTotal 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.en_US
dcterms.extentviii, 100, [7] leaves : ill. ; 30 cmen_US
dcterms.isPartOfPolyU Electronic Thesesen_US
dcterms.issued1996en_US
dcterms.educationalLevelAll Masteren_US
dcterms.educationalLevelM.B.A.en_US
dcterms.LCSHBank management -- China -- Hong Kong -- Case studiesen_US
dcterms.LCSHTotal quality management -- China -- Hong Kong -- Case studiesen_US
dcterms.LCSHHong Kong Polytechnic University -- Dissertationsen_US
dcterms.accessRightsrestricted accessen_US

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